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Policies

Trek Hire UK Ltd is completely dedicated to your total satisfaction, if you have suggestions or comments please email us at sales@trekhireuk.com

These Terms and Conditions will apply to all transactions placed on-line, by email, telephone or by post with Trek Hire UK Ltd trading as Trekking & Outdoors.
Please read carefully before placing your order. Nothing in these Terms and Conditions will affect your statutory rights.
All references to the company refer to Trek Hire UK Ltd trading as Trekking & Outdoors. You or the customer refers to the person responsible for placing the order. By placing an order with Trek Hire UK Ltd trading as Trekking & Outdoors, you are agreeing with these Terms and Conditions.

Orders:
We are happy to accept orders from mainland United Kingdom and its associated addresses. All orders are charged when they are placed. If you wish to cancel or amend your order, a full refund will be given for the unwanted products.
We will accept orders via telephone, on-line transactions, email and post. We do not however process orders via P.O Box numbers.
We accept, Mastercard, Visa, Delta and Switch but cannot process American Express or swipe only cards such as Electron. If the card issuer refuses to authorise payment, we will not be liable for any delay and or non-delivery of the order. No orders will be accepted without a valid card payment in the name of the registered card holder and its registered address.
Cheque’s/Postal Orders must be made payable to Trek Hire UK Ltd trading as Trekking & Outdoors. We reserve the right to hold goods until the cheque/postal order has cleared. Therefore please be aware that we do not dispatch goods within two working days if payment is by cheque or postal order.

Cancellation:
If for whatever reason you wish to cancel your order or part order with Trek Hire UK trading as Trekking & Outdoors, you must email sales@trekhireuk.com
We will ensure that your request is actioned quickly but may take upto one week during busy periods.

Damaged Items and Delivery mistakes:
In the event of any goods being delivered faulty, damaged in transit or incorrect according to the delivery note/invoice then we must be notified within 7 (seven) working days of receipt. If we receive no notification then the customer is deemed to have accepted the the goods as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the courier company. Liability in those cases is limited to the value of those items, which is shown not be received by the customer. We are unable to refund any postage costs unless the item was sent in error or damaged upon delivery, in these cases, the credit card used will be credited with the current price of postage according to the Royal Mail tariff.

Delivery:
Currently, all mainland UK deliveries are free of charge except for Spotty Otter orders which have a £3.50 p&p charge. †
Items ordered will be delivered as soon as possible and we aim to process each order within 24 hours of receipt. Although you can have the goods delivered to any address within the UK, we recommend that someone be there to sign for the goods upon delivery to speed up delivery time and to avoid any delays. Deliveries are usually between Mon-Fri (9.00-5.30pm). We reserve the right to deliver the goods to the cardholders address.

Redirection of Consignment Once Dispatched:Unfortunately, we regret to say there is up to a £10.00 surcharge should the parcel need to be re-routed to a different address once dispatched (We do recommend that all orders are sent to an address where a signature is available). This is because we are charged for this service by our couriers and we cannot absorb this cost. We reserve the right to change the delivery prices without prior notice. While we make every effort to ensure that delivery takes place within 24-48 hours, we cannot guarantee any delivery times.

Delivery to non-mainland UK destinations will incur a delay in delivery and will have a delivery charge. The charge will be quoted via email within 48 hours.In the event that we cannot deliver your order or a part of your order we will endeavour to inform you within three working days via email. If Royal Mail or Parcel Force attempt delivery and there is no-one available to sign for the parcel a card will be left which will include details regarding what to do next. Delivery is normally attempted once by Royal Mail and twice by Parcel Force on consecutive working days. If you have any problems or question regarding the above please email: sales@trekhireuk.com

Distance Selling Regulations:As a mail order customer you have the right to cancel any item within 7 days of delivery provided they are in new and unused condition with original packaging and receipt. Items used will be deemed to have been accepted by you and therefore cannot be returned unless faulty. To cancel an item please call or e-mail us. Items must be received by us within 7 days of cancellation and you will receive a full refund to your credit card upon inspection of the goods. We will not refund your postage costs unless the item is faulty or there is an error in the delivery.

Prices:All prices are shown in pound sterling (£) and include UK VAT at 15% unless clearly stated otherwise (I.E. Channel Islands). Please note that for customers wishing to have VAT deducted from their order, they will need to contact us via email (sales@trekhireuk.com) prior to placing their order for details on how to do so. VAT is not automatically deducted by placing an order through the website. All prices are subject to change without prior notification.
Products:Products are sold singly, unless otherwise stated, and although we make every effort to ensure that we have stock we cannot guarantee that every item on the online shop is in stock and available for immediate dispatch. Should products be out of stock we will endeavour to inform you within three working days.
Special Orders:
Availability of Special Order items is dependent on availability from the manufacturer.Please ensure that your e-mail address is correct when placing the order, so that we are able to contact you regarding your order. Every effort is also made to ensure that the colours listed and pictures on the site are accurate but due to technical limitations some colours may vary.
Guarantee and Faulty Items: All products are guaranteed for a minimum of twelve months (unless otherwise stated) from the original date of invoice against failure to provide reasonable wear due to defective workmanship or materials so long as the product was used for its intended purpose. This guarantee excludes damage caused by accident, neglect or misuse (i.e use for other than intended purpose of item). Many of the products sold on the online shop have lifetime guarantees. This refers to the lifetime of the product (not the purchaser) and is valid so long as the original purchaser has the product. The guarantee is still only for defective workmanship and materials and does not cover natural wear and tear or ageing. In the event of a product failing please call or e-mail us with details of the product, fault and age. A proof of purchase is necessary and the item must be returned in a clean and dry condition, any items returned in a state other than above will be returned to sender due to Health and Safety regulations. For further details of terms of guarantee or how to return faulty items please call us.

Shop Safe with Trekking & Outdoors:
Trek Hire UK trading as Trekking & Outdoors have a full and comprehensive payment system in place using PayPal.
This payment gateway is secure and accepts most major credit cards as described above (Orders) it also has the added advantage of accepting payments from people already signed up to PayPal account. Please note that none of our customers has ever reported to us fraudulent use of their credit card as a result of shopping with Trekking & Outdoors.

Returns and Exchanges:We want you to be 100% satisfied with any and every order placed with us. Therefore if you wish to return an item for any reason at all you may do so up to 30 days from receipt of the goods. To return a non-faulty item the product must be in its original condition with the original labels attached and a copy of the invoice. Once an item has been worn or used we will be unable to refund or exchange unless the item is found to have a fault. Should an item be returned with no fault but in a used condition we will return it to the customer. In the event of wanting to return a non-faulty item please complete the return form included with your order and post it back to us with the product, we will then wherever possible action your request within 14 working days. If we are not able to action your return within this time period we will email you. If you didn’t receive a returns note, please enclose a letter including your name, address, order number and product that you are returning with your reason for return and what you’d like to be done once we receive it.The products must reach us within a further 7 days from notification and you will be refunded/exchanged as soon as possible after we receive the garment and upon inspection to ensure that it is in its original condition.Safety/climbing equipment and underwear must be in new and unused condition and it is the customers responsibility to maintain the condition and care of the item during the cancellation period. This does not affect your statutory rights as a consumer.

Footwear Returns:Any footwear returned to us must be in its original box and this must be packaged in suitable material e.g. a Jiffy Bag. Any footwear returned in simply the box we are unfortunately unable to refund. If they show signs that they have been used outside the boots will be returned to the sender. Also note that the original receipt will be needed.

Privacy Policy:We are committed to protecting your privacy. In accordance with the Privacy & Electronic Communications Act passed into law 11 Dec 2003) – “We do not send random marketing emails to personal email addresses (spam) and we also conform with the requirements of the Data Protection Act, 1998”.We also DO NOT sell or pass details of orders or personal details to any other company.