​​​CyclingMac are supplying custom made spokes – you are purchasing custom-made/tailor-made spokes. All our supplied spokes are clearly personalised products to fit your own tailored/custom/bespoke wheel set up or combination of hub - spoke - rim.

The custom made goods or personalised items exemption in the Consumer Contracts regulation(CCR 2013) denies consumers the right to a refund of custom made goods.

This exemption states that the cooling-off period as it exists in the Consumer Contracts regulation(CCR 2013) and other consumer protection rights may not apply to products that are made to the consumer’s specifications or are clearly personalized.

You have the right to return goods and receive a full refund only if they are faulty or do not conform to the description provided by the trader(CCR 2013).

Used, modified, repaired or damaged items can’t be returned

We will refund or replace any faulty or incorrect items.

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Understanding the Custom Made Exemption

Under the UK's Consumer Contracts Regulations, consumers generally have the right to cancel a contract within a 14-day cooling-off period for goods purchased online or at a distance. However, this right does not apply in certain circumstances, one of which is the production of custom made or personalized items.

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1.Custom Made Goods: If an item is tailored to the specifications of the consumer or clearly personalized, such as bespoke furniture or made-to-order clothing, the seller is not obliged to provide a cooling-off period. This means once the consumer agrees to the purchase of such items, they cannot cancel the order or return the product for a refund, as these goods are typically non-returnable due to their unique nature.

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2.Exemptions and Return Policies: The regulations outline various other exemptions that also apply to specific products and services. For instance, goods that deteriorate quickly (like perishable items) or sealed items that have been opened (like hygiene products) are also exempt from returns. The rationale behind this exemption for custom goods is to protect sellers from financial loss incurred by having to deal with returned items that cannot be resold.

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Additional Context on the Cooling-Off Period

The cooling-off period generally starts from the day after the goods are received. For other types of purchases, consumers are entitled to cancel their orders within this period without providing a reason. However, it's crucial for consumers to be aware of these exceptions to manage their expectations regarding returns on custom made products effectively.

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In summary, the "custom made exemption" is indeed a part of the UK's Consumer Contracts Regulations, protecting sellers from unnecessary losses while allowing consumers to have unique items crafted to their specifications without the right of return.