© 2018 ROK STRAPS EUROPE

SHIPPING & RETURNS

SHIPPING POLICY

20. Delivery and Ownership

20.1 The Goods on our Website are subject to availability and may be subject to minimum order volumes which we reserve the right to impose from time to time. If you order Goods which we are unable to supply at the time we receive your order, our customer services team will contact you to discuss the alternative Goods or Cancellation as per customer requirement.

20.2 We will deliver the Goods ordered by you to the address provided by you on the order form. Delivery will be made as soon as possible after your order is acknowledged by us and we will endeavour to dispatch any order within 5 working days of the date of your order. If we cannot deliver within this time we will inform you in advance and provide you with an alternative date for delivery (“Revised Date”). If you reject the Revised Date your order will be cancelled and we will make a refund to you. However, if you do not receive Goods ordered by you within 5 working days of the date of your order due to a cause beyond our direct control, we shall have no liability to you.

20.3 Some deliveries may be signed for and the delivery note marked as “unchecked”. Before signing the delivery note, please ensure that the number of boxes match the driver’s paperwork and that the boxes are undamaged. It is your responsibility to check the goods on delivery and you are required to keep your delivery note and all packaging and to notify our customer services team immediately if any of the boxes are missing or damaged.

20.4 If you are not personally available to accept delivery, you may appoint a representative at the same address to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.

20.5 You will become the legal owner of the Goods you have ordered when both of the following has occurred;

20.5.1 payment for the Goods has been debited from your account; and

20.5.2 they have been delivered to you.

20.6 The Goods will be held at your own risk from delivery. We will not be liable for their loss, damage or destruction after they have been delivered to you.

20.7 This Website is aimed at United Kingdom residents only. If you are resident outside the United Kingdom, the importation or exportation of goods by us to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the Goods you purchase from this Website. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from this Website.

​​RETURN & EXCHANGE POLICY​

22. Returns and refunds

22.1 It is your responsibility to check the goods on delivery and should you need to return Goods you must have a Goods return number ("GRN"). You can obtain a GRN by emailing our customer care team or writing to them at the address on our returns page and providing us with: (a) the order number;(b) the product code; and(c) (unless the contract is being cancelled in accordance with paragraph 21.1) the reason for return.

22.2 We will then provide you with your unique GRN and explain how you can return the Goods. We will not accept returns without a valid GRN.

22.3 To exercise your right to cancellation under paragraph 21.1, all returned items must be in their original packaging, in an “as new” condition and must not be used or installed and be complete with all manuals, drivers, cables and other items that originally came with the item, unless agreed otherwise.

22.4 You must pay for the costs of return unless the goods are faulty, damaged or incorrectly supplied. The Goods must be returned to us within 7 days of you being issued your GRN. We recommend that you insure any Goods which you return to us as you will be liable for them until they reach us.

22.5 If the contract is cancelled in accordance with paragraph 21.1 above, we will credit your account with the sum debited by us (excluding the original cost of delivery to you and subject to your obligation to pay for the return of non-faulty, non-damaged or correctly supplied goods under paragraph 22.4) as soon as possible but in any event within 30 days of us receiving the returned goods (or if no goods have been dispatched, your notice to cancel) or notifying you of our cancellation. We will not be obliged to offer any additional compensation for disappointment suffered.

23. Faulty, damaged or incorrectly supplied Goods

23.1 Where you wish to report a fault in the Goods, our customer services team may ask you to contact the manufacture of the product to carry out an initial verification of the problem over the telephone. Where possible, the manufacture will use reasonable endeavors to try to correct the fault over the telephone.

23.2 It is your responsibility to check the goods on delivery and:

23.2.1 In respect of goods which are faulty upon delivery, you must notify us within 7 days of delivery. After this period your remedy in respect of faulty goods depends on the individual manufacturer's 'Dead on Arrival' (DOA) policy. Where you notify us of a fault in the goods within the time specified in the relevant DOA policy and the fault is verified we will replace the goods or give you a full refund. Where goods are returned outside the manufacturer's DOA period and the fault is verified, the goods will be repaired or replaced at our discretion under the terms of the manufacturer's warranty.

23.2.2 In the case of damaged or incorrectly supplied or missing Goods you must notify us within 3 days of receipt and we will arrange collection of these Goods at our expense.

23.2.3 In respect of goods which are not delivered you must notify us of this within 7 days of notification of dispatch.

23.3 All Goods returned must be in their original packaging and be complete with all manuals, drivers, cables and other items that originally came with the goods, unless otherwise agreed.

23.4 If you request a replacement then provided we have a replacement item in stock we will dispatch the replacement as soon as possible after the returned Goods have been processed. If you request a refund we will credit your account with the sum debited by us as soon as possible but in any event within 7 days of us receiving the returned Goods.

23.5 Any Goods returned as faulty may be tested and if found not to be faulty, may incur an admin charge and will be returned to the customer at the customer's expense.

24. Warranty

24.1 Goods are sold by us with the benefit of the manufacturer's or licensor's published warranty. The Goods are not manufactured by us (or where the Goods are computer software, we do not publish or license the software) and all Goods are subject to the conditions set out below in this Section 24.

24.2 Liability for defective Goods will only be accepted by us to the extent that we are entitled to make a claim against the manufacturer under the manufacturer’s published terms. Certain manufacturers warrant their goods directly with the end user, and in such a case we will not be obliged to issue any credit for any Goods in respect of which there has been a failure to comply with the manufacturer’s published terms and procedures. Claims for any allegedly defective Goods shall be made strictly in accordance with paragraph 24.4 below.

24.3 No liability will be accepted by us for any defects arising from;

24.3.1 wilful damage by you;

24.3.2 fair wear and tear;

24.3.3 negligence or misuse by you;

24.3.4 non-compliance with any maintenance requirements;

24.3.5 failure to comply with ours or the manufacturer's published instructions (whether oral or in writing); or

24.3.6 any repair or modification of the Goods undertaken without our prior consent.

24.4 When you notify us of any claim in respect of a defect in the quality or condition of the Goods, we shall either;

24.4.1 notify you whether the policy of the manufacturer of the Goods is to deal with you direct in accordance with the manufacturer’s procedures (in which case you shall deal with the manufacturer direct provided we give sufficient details to enable you to do so); or

24.4.2 provide you with a GRN (in which case you shall return the Goods to us in their original unmarked packaging together with full supporting documentation with details of the defect and GRN and your name and address).

25. Liability

25.1 Subject to paragraph 26 below, in respect of any cause of action (including an action for negligence) arising out of or in connection with any purchase made from the Website, our entire liability shall be limited to the extent that the cause of action relates to the items purchased on our Website to (at your option):

25.1.1 repairing or supplying the goods again; and

25.1.2 refunding the amount paid by you in respect of the Goods purchased.

25.2 You shall not make any claim against us to the extent that, as a result of any such claim, our aggregate liability in respect of all causes of action arising out of or in connection with the Goods purchased on our Website or its subject matter (whether for breach of contract, in negligence or any other tort, under statute or otherwise at all) including for loss or damage to the Goods whilst in transit, would exceed an amount equal to the value of the Goods delivered to you under these Terms of Sale.

25.3 Subject to section 26 below we will not be liable to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

25.4 Subject to section 26 below, we shall not be liable to you for any of the following (whether or not we were advised of, or knew of, the possibility of such losses) whether in relation to any claim arising out of or in connection with any contract formed between you and us under these Terms of Sale, including without limitation under any tort including negligence, for breach of contract, for misrepresentation (other than fraudulent misrepresentation), intellectual property infringement or under any statute or otherwise:

25.4.1 any indirect, special or consequential losses; or

25.4.2 any loss of business, data, profits, revenue, goodwill, use or anticipated savings.

25.5 Whilst we make every effort to ensure the correctness of the information contained on this Website, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information, graphics or products published in this Website. Although we update the Website regularly, it is possible that the product details and descriptions appearing on our Website at a particular time, may not always match that of the Goods at the time you place an order. In the event that you are looking to purchase Goods for a particular purpose or require a specific specification, we would advise you to contact the manufacturer directly for its most up to date specification. All liability arising due to any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

25.6 Except as expressly provided in these Terms of Sale we exclude all representations, conditions and warranties whether express or implied (by statute or otherwise) to the fullest extent permitted by law.

25.7 If you are a Credit Account or Invoiced customer, you are responsible for maintaining the security and confidentiality of your login and password and for restricting access to your online account ordering facility. By using our website you agree to accept full responsibility for all activities that occur under your login and password and that you will take all steps necessary to ensure that your password is kept confidential and secure. Should you have reason to believe your password has become known to anyone else, or if your account is being used by an unauthorised user or in an unauthorised way then you must inform us immediately. All transactions processed via your login and password are considered valid and will be treated as an official authorised binding purchase order.

26. Exceptions to Limitation of Liability in paragraph 25

26.1 We do not seek to exclude or limit our liability to you for:

26.1.1 death or personal injury;

26.1.2 fraud or fraudulent misrepresentation;

26.1.3 any terms implied under the Sale of Goods Act 1979 or the Sale of Goods and Services Act 1982; or

26.1.4 any liability arising under the Consumer Protection Act 1987. 

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