Hi Lux Team, We had an unfortunate experience when buying from you. The bike arrived and we had issues as soon as we attempted to put the bike together. It turns out after sending in videos of the issue and numerous emails back and forth with your team that there was an issue with the crank. It was decided by the Lux team that a replacement part would be sent to out for US to fix the bike. We questioned whether we were the right people to be fixing the bike and were then told to take it to a local repairer to fix. We thought this was strange as we had bought what we though was a fairly expensive little bike and considering the crank issue was not our fault didn’t know why the onus was on us to seek repairs? We we’re not happy with this direction and asked for our money back. We had many, many emails back and forth with the Lux team and we found that we were constantly having to email and ask for updates or ask for more information on the issue and status of the whole dilemma. From the date of purchase to the date when we asked for a refund it was almost three months. When the issue first occurred we were directed not to ride the bike as it may void warranty. Then as the process was so drawn out and we mentioned that our child was looking at and wanting to ride his bike that we could ride the bike, I think the Ali’s team thought this would be helpful however they were forgetting that the bike was faulty and could not actually be ridden. At no stage through this whole process was the Lux team proactive in dealing with us and the issue, it felt that it was always our (the customers) responsibility to seek updates and information on how it would be handled. At no stage were we offered real remedies, fixes or compensation. We genuinely liked the product and were hoping that ilthe issue could be resolved, and it was just unfortunate that it had an issue. We have bought plenty of items through the Lux site previously however with the way this whole issue was handled and we were treated throughout the process means that we won’t be buying products through Lux in the future. Regards.