Customer-Supplied Parts Policy
At Southern Spokes, we recommend that we supply and fit your components wherever possible. This allows us to confirm compatibility, ensure the correct parts and fittings are used, and provide the best support if an issue arises.
We understand that customers may occasionally wish to supply their own parts. We can consider fitting customer-supplied components under the following conditions.
Pre-approval required
Please contact us before purchasing or booking in customer-supplied parts. We need the bike details, exact product description or link, and part number so we can assess compatibility and required fittings.
We may decline to fit a part if it is unsuitable, incomplete, incompatible, damaged, used, suspected to be counterfeit, or considered unsafe for its intended use.
Labour charges
Labour charges for fitting customer-supplied parts are based on the estimated time, complexity and level of compatibility checking required for each individual job.
Customer-supplied parts are charged at our external-parts labour rate, which is higher than our standard supply-and-fit labour rate. This reflects the additional time and responsibility involved in assessing parts we have not supplied.
For more technical work—including drivetrain, brakes, wheels, suspension, electronic shifting and e-bike systems—we may also charge for a pre-fit compatibility assessment, inspection or diagnostic time.
We will provide an estimate of the expected labour cost before work begins. If additional work, parts or time are required once the job is underway, we will contact you for approval before proceeding.
Parts and compatibility
Customer-supplied parts must be new, complete and at the workshop before the booking. The customer is responsible for the quality, compatibility and suitability of externally purchased parts.
Additional items may be required to complete an installation, such as adapters, cables, hoses, fittings, sealant, brake fluid, bearings or workshop consumables. Any additional parts and labour required will be quoted and charged separately.
If we discover an incompatibility, fault or safety concern during the job, we will pause work and contact you before proceeding. Time spent diagnosing, removing unsuitable parts or returning the bike to a safe condition is chargeable.
Warranty and workmanship
Southern Spokes stands behind the quality of its workmanship. However, we cannot provide warranty support for customer-supplied parts, including faults, premature wear, compatibility issues or manufacturer defects.
For parts supplied and fitted by Southern Spokes, we can manage the warranty process with our supplier or distributor where applicable.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Safety-critical work
For safety and quality reasons, we may decline customer-supplied parts for certain work, including brakes, steering components, carbon repairs, e-bike batteries and electrical systems, or modified components.
Our supply-and-fit option
Before booking an external part for fitting, ask us for a supply-and-fit quote. In many cases, the difference between buying online and having Southern Spokes supply, fit and support the component is smaller than expected.