Who are Novuna Finance?
Novuna Finance is how we go about financing bikes on Freewheel. Novuna arrange and administer retail finance loans on behalf of Mitsubishi HC Capital UK PLC, who is the lender.
How does Novuna Finance work?
Using Novuna on Freewheel to finance your bike is easy! Your new ride is just a few steps away:
1. Choose your bike
2. Select 'Home Delivery' and then select 'apply for finance' in the checkout.
3. Complete the Novuna application online
4. Once your application is accepted your order will be shipped to your billing address.
Am I eligible for Finance?
Finance is available on bike orders of £500 or more. This excludes discounted bikes.
To apply for finance, you must be:
• Over 18 years old
• In receipt of a regular income (minimum 16 hours per week), or in receipt of a pension if you are retired, or in permanent residence with your spouse/partner who’s in regular employment.
• Have a good credit history
• A permanent UK resident and able to provide a UK address history for the last three years.
Meeting the above criteria does not guarantee acceptance and finance is subject to status, terms and conditions apply.
Can I use Finance to purchase a sale bike?
Unfortunately, we do not offer sale or discounted bikes with 0% finance at the moment.
Can I get my finance order delivered to a different address?
Finance orders can only be shipped to your billing address to safeguard against fraudulent applications.
Do I need a deposit?
Paying a deposit is voluntary on terms up to 10 months.
When is my first finance payment taken?
Your first finance payment after your deposit will be taken 1 month after we dispatch your order to you.
How long does the finance application process take?
Once you’ve completed your details, you will get a finance decision – All finance decisions will be made within 60 seconds.
Why was my finance application declined?
As all finance applications are dealt solely by Novuna Finance we are unable to provide any information on specific cases or reasons for being declined. Please contact Novuna Finance directly for more information at retailhelpline@novuna.co.uk
If at any stage, your finance application is declined, remember that you can still pay using a card.
Can I reapply if my finance application is unsuccessful?
Yes, we understand that circumstances change, however we recommend that you leave at least 6 months between applications.
Customer Vulnerability Policy
We take our responsibility to Treating Customers Fairly and our handling of all customers who may be experiencing vulnerability very seriously and we will do everything we can to support you.
We aim to provide customers with all of the information that they need to be able to make informed decisions and we also ensure that should their circumstances change they are aware of all options and the impacts associated with subsequent choices.
If you are an existing customer and are experiencing difficulties in making your financial payments please either contact us or Novuna Finance directly.
How can I make a complaint?
We're sorry if you feel you need to make a complaint.
If you need to get in touch with our Customer Service Team, our advisors are here to help and resolve your query.
Please follow the below steps:
Use the Contact Us form or email us at customerservice@freewheel.co.uk
Provide as much information as possible (for example your order number and Freewheel registered email), so our team can help you straight away.
Once we’ve received your query, we will get back to you as soon as possible. During busy times, this may take a little longer.
On occasions, if your query is outside of our remit, we may advise you to contact the finance provider directly. In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response. Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk
The Small Print
Consumer finance on Freewheel.co.uk is provided by Novuna Finance.
0% retail finance is only available on non-discounted bikes with a value of £499.99 and over. Providing a qualifying bike is included in your order, finance can be taken out against all products in your basket.
In order to safeguard against fraudulent applications, we can only deliver goods to the home address of the applicant.
All offers of finance are subject to acceptance by Novuna Finance. Freewheel accepts no liability in relation to the credit analysis and resulting contractual obligations.
Please direct all enquiries in writing to Novuna Finance
We advise all applicants to keep a copy of the Terms and Conditions, invoice and any other documents relating to the financing application for your records.
Freewheel reserves the right to change these Terms and Conditions at any time.
Consumer credit service provided by Novuna Finance.
For more information, please visit Novuna Finance
Freewheel is registered in England & Wales 00706712.
Registered Office: Buckingham House, West Street, Newbury, Berkshire, RG14 1BD. Freewheel acts as a credit broker and only offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit provided subject to age and status.
