North East Kayaks and Paddles - Terms and Conditions
North East Kayaks and Paddles is a trading name of Allen Project Management Limited.
Allen Project Management Limited is a company registered in England and Wales with company number 05854189.
Registered office: 32 Mitford Gardens, Choppington, Northumberland, NE62 5YR.
Payment and Security
We accept electronic payment (subject to issuing bank providing 'cardholder not present' service) by:-
•Switch / Maestro
Our shopping cart facilities use high-grade encryption to ensure that no-one can ever gain access to your credit card details. We have never had a known or suspected case of details being compromised, and use every measure available to ensure that this remains the case.
To help in the battle against fraud, we take the following steps:-
•Cardholder details are checked to ensure that they match those held on record with the card issuer.
•At the time of processing, the card security number (often referred to as CVV or CV2) is taken to ensure that cloned or computer generated card numbers will not be successfully processed.
Due to the increasing number of cases of cheque fraud, and the amount of time that cases of this nature often take to come to light, we are no longer able to accept cheque payments. This is largely due to the fact that a stolen cheque will normally clear, and only later will the issuing bank seek to recover the funds concerned.
In accordance with the Consumer Protection (Distance Selling) Regulations 2000, you may choose to cancel an order within 7 working days of receipt of the order. Please note however, that you will be liable for the cost of return to us, and all product must be in as new condition. Product not in as new condition may be subject to a handling charge (typically around 10%), to cover losses incurred selling the product at a reduced price.
All cancellation requests should be made in writing, by email.
To avoid any misunderstanding, we DO NOT accept order cancellation by telephone. All order cancellations must be made in writing to ensure that the instruction is clearly understood (ie. so that only the relevant part is cancelled, or the whole order where appropriate). All cancellation requests will be acknowledged by return email.
In the event that we are unable to successfully deliver an order due to inadequate address details provided by the customer, unreasonably restricted access at delivery address or customer cancellation after despatch but prior to delivery, we reserve the right to charge to the customer any costs reasonably incurred in recovering the goods.
All product is sold with a return to base warranty. This provides 12 months cover against manufacturing defect, unless expressly stated otherwise by the manufacturer .
Any product proving to be faulty within 30 days can be returned for a full refund or replacement. After that time, we reserve the right to replace the product or repair at our discretion. Where the cause of a fault is not clear, it may be necessary for us to return the item to the manufacturer for testing in order to confirm that the fault is due to manufacturing or material defect.
Damage or Shortage on Delivery
Any damage to, or shortage on delivery must be notified in writing within 7 working days of delivery. Please check all product thoroughly on delivery and advise immediately by email in the event of any concern.
In the event that your purchase is not suitable, you have the right to return it to us. The item must be unused, undamaged and with original labels and packaging. You must notify us within 10 working days by post, email or telephone of your intention to do this. Please note that you are responsible for any return postage.
Where you are requiring an exchange we will make a £4.99 to cover the costs of sending the replacement. Large items such as kayaks and paddles may incur a higher charge that will be agreed with you. Payment for this must be provided before we send out the replacement item. This charge does not apply if you collect the replacement goods from our store.
For international orders the charge will vary depending on the current cost of delivery to that country. For an accurate price please contact us before returning the item.
In the case of warranty returns this charge will be waived as long as the returned goods are clean and free from dirt to comply with current Health and Safety Regulations.
By completing and submitting the electronic order form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Upon completion of the online order process, you will be sent an acknowledgement of order. This acknowledgement of order confirms our receipt of your offer to purchase only and does not indicate our acceptance of the order.
Should you feel that any aspect of our service does not meet with your expectations, please do not hesitate to contact us.
Letters of complaint may be sent to :
Customer Service Manager, Northeast Kayaks and Paddles, Unit 7B, Coquet Enterprise Park, Amble, Northumberland, NE65 0PE
All letters of complaint will be acknowledged within 7 working days of receipt. Where complaints cannot be fully addressed within 7 days, a letter or email of acknowledgement will be sent stating the likely timescale before a comprehensive response. We would recommend that letters of complaint are sent by recorded delivery.
Telephone calls to our company may be recorded or monitored for quality, fraud prevention or training purposes.
Collection and Disclosure of Personal Information
It is our aim to respect your privacy at all times. As a result, we will not disclose any personal information to any third party company except where necessary. Cases where doing so becomes a necessity include:-
•Recording and processing of orders and payments.
•Credit checking or rating.
•Control and maintainance of after sales service and warranty.
•Dealing with customer complaints.
•Analysis for management purposes and statutory returns.