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Tonnau Surf Shop Terms & Conditions

Terms & Conditions for Tonnau Surf Ltd trading as

Our future success is based on your satisfaction with our business. Your custom is important to us and we will ensure to offer you the best possible service and assistance when necessary. If you have any queries or questions, please contact us or call to our premises and we will be pleased to help you. You are advised to refer to our trading terms and conditions prior to purchase. These terms and conditions are for the benefit of the customers of Tonnau Surf Ltd and Tonnau Surf Ltd. It is assumed by Tonnau Surf Ltd that you have read the terms and conditions and privacy policy prior to purchase. or Tonnau Surf Ltd shall also be referred to as The Company.

Within these terms & conditions are the company’s policy on: Supply, Delivery, Order Cancellation, Warranty claims and general returns & disputes.

The use of the website and the subsequent purchase of the product(s)/service(s) advertised confirms that you are agreeing to these terms and conditions by purchasing from Tonnau Surf Ltd.

It is our intention to make your shopping experience with Tonnau Surf Ltd a pleasant one and hope you will become a long-term customer benefiting from our extensive range of goods and highly competitive prices. We rarely experience delivery problems or warranty returns and will always thoroughly investigate any problems that we are made aware of. In the event we do not provide the expected service please contact us immediately in order we can remedy the situation.

The following Terms & Conditions are set out to assist both Tonnau Surf Ltd and you as its valued customer.

These Terms, Conditions, Refunds and Returns policies are made in accordance with the consumer contract Regulations. In particular sections 6.1 and 13.1 (a) of the Consumer Protection (Distance Selling) Regulations Act 2000. Your statutory rights are not affected.

The Contract made by you on-line with Tonnau Surf Ltd hereafter referred to as ‘The Company’ incorporates these terms and conditions which will prevail over any and all terms and conditions, proposed by the customer.

All goods supplied by The Company are warranted to be generally free from defects in workmanship and materials and fit for the purpose for which such goods would normally be used. Subject to this, goods are not tested or sold as being fit for any other particular application or for use under specific conditions, unless expressly agreed in writing. The company does not sell/distribute products on a view at home or trial basis. The customer is entitled to reasonable examination of the goods without causing damage or fault to the item, it’s tags or packaging during inspection or return.

Customers are strongly advised to check suitability for purpose, and check size and specifications of products before ordering.

Every effort is made to ensure the accuracy of our website and the goods described, however some details on the site may change from time to time. We will always try to rectify errors as soon as we are aware, but we cannot be responsible for any losses incurred or variance in description.

All prices are whenever possible accurate and can be changed as per the need of the company or its suppliers.

Our online ordering system uses a cookie to record a unique reference on your computer so that we can keep track of your order as you use the system. This cookie is saved to your system. If your internet browser is set to reject cookies or if your firewall won’t allow them then unfortunately you will not be able to fully use our online facility.

Availability, Payment and Delivery

Products can be purchased by using the secured payment methods stated on the website. When an order is made it is understood that you, the customer, is offering to purchase the product(s) from The Company at the price stated and subject to these terms and conditions.

The price advertised is non-negotiable, although bulk/club discounts maybe available and postage discounts on multiple purchases.

Once a customer has made a successful order through Tonnau Surf using the ordering procedure, an automated e-mail will be sent to the customer confirming the order details. Receipt of the ‘confirmation e-mail’ does not guarantee that the customers order can be completed. If the item is available from stock all orders received by 12.30pm Monday to Friday will be dispatched the same day using the customers preferred delivery time. Orders received after 12.30pm will be dispatched the following day except Saturday and Sunday. Should the item be out of stock or delivery not be possible the customer will be informed, and every effort will be made to deliver the goods/service as soon as possible.

The Company may cancel any sale and not supply products if it is reasonable to do so and may change or discontinue the availability of products at any time at its discretion.

If the email address you supply is incorrect or the delivery address is incorrect and delivery not possible then without prejudice to any other right or remedy available to it The Company may retain your payment until the correct details have been supplied.

If an order is cancelled by The Company any payment made for the products including delivery charges will be refunded in full.

All new Orders are deemed separate and each is treated individually. In the unlikely event of an incorrect advertised price for a product on web site we can refuse to complete the transaction. Once a pricing error is noticed for a particular product all customers purchasing such a product will be informed using the given details. In such a situation the customer will be given the option to complete the order at the correct product price (not the incorrect advertised price) or cancel the order. If a customer cannot be contacted the order will be cancelled automatically. All payments made (for the product being cancelled) prior to the cancellation of an order will be refunded in full.

Delivery charges are stated before payment is made. Delivery charges are non-negotiable and are subject to the delivery address supplied by the customer. Delivery charges to some areas of the UK differ. Deliveries to international destinations will be calculated at checkout.

It is the purchaser’s responsibility to check free delivery and free return options and conditions ensuring all goods for return are dispatched to the address as notified which may not be the address of Tonnau Surf Ltd but one of its suppliers. Not all goods at all times may qualify for free returns.

Prices quoted by The Company are in UK pound sterling (GBP). Payments must be received in GBP unless otherwise stated or offered. No item will be delivered until full payment is received. Payment will be taken in full at the time of order. Goods paid for by cheque will be dispatched once the payment has cleared the banking system.

In the unlikely event of a product being unavailable, customers will be informed. The order can be held until the product is again available or the order cancelled. All payments for orders that are cancelled by The Company will be refunded in full.

The Company holds no responsibility for costs incurred or inconvenience caused by the cancellation of any order.

Delivery charges are stated on the website and confirmed once the order is ready to be processed. Orders can only be cancelled for the reason of late delivery if the item has not been dispatched for 14 working days from when the payment was received.

The Company is not responsible for any delay to the delivery of orders caused by the appointed couriers.

All packaging must be inspected prior to accepting delivery and any damage noted at that time and signed for, this is particularly import for large or bulky items such as surf boards, skis, snowboards, kayaks etc. Shortages, loss, or goods damaged during delivery will not be refunded unless the delivery note is signed, and the damage recorded. We advise that if the packaging is visually damaged then the customer should open and inspect the goods before signing or reject the goods at time of delivery.

We do not accept any responsibility for delivery instructions given to carriers outside our terms and conditions. We do not accept claims for loss where the goods have been delivered by a ‘Door Step’ ‘leave with neighbour’ or ‘safe place’ or any other unsigned delivery process not notified to Tonnau Surf Ltd. prior. Should you enter into any alternative delivery process with the courier after dispatch from Tonnau Surf any dispute then raised for missing or undelivered goods is the customer/courier responsibility.

Unpaid Items.

Any goods sold & delivered by The Company remains their property until full payment has been received and cleared.

Any goods ordered/delivered but not paid for in the agreed time limit may be subject to a surcharge for non payment. This is at the discretion of the company and appropriate to the value of the goods. The customer will be responsible for any recovery charges associated with the unpaid debt or the recovery of goods.

Warranty, all Returns and Refunds.

We understand and accept that sometimes what you have ordered or received isn’t everything you hoped for. We try to make our returns policy as straightforward as possible. Here are our guidelines and some rules you will need to follow to ensure we can accept your returned goods. When returning goods please ensure they are well packed and secure and addressed correctly as instructed. Should the packaging be received in an unsatisfactory condition there may be a chance that we will not accept your return. Goods damaged during return transit may not be accepted and retuned to you at your expense without a refund. Products sold on a “no return” basis will clearly state so at time of purchase they may include clearance or sale items. Products sold on a “no returns” basis will not be accepted for a refund under any circumstances.

Swimwear including bikinis : can be returned if unworn, and in its original condition with all tags and protection stickers attached. We recommend trying on swimwear over underwear as soiled items will not be accepted for return and will be returned to you at your own expense.

Wetsuits: When returning wetsuits the folding guide (sent with your order) must be followed. If you did not receive the folding guide, please contact customer service. Badly creased wetsuits may not be accepted for return unless faulty.

Underwear and earrings. Unfortunately, these items cannot be returned due to hygiene regulations.

DVD’s or media can be returned if in original unopened packaging with any seals intact.

During peak returns periods, Tonnau Surf cannot guarantee returns will be processed within 24 hours. If a size exchange is required, we recommend placing a new order online and returning your original items for refund to avoid exchange items selling out.

Promotional discount offers will be honoured when exchanging size, but in the case your size request is unavailable, or a refund is requested promotional offers will not be extended to your new order. Any free promotional items should be returned along with your order if all items are being returned for refund to avoid being charged for these goods.

Returns must be made within the time frame listed on the returns page unless faulty. Any items returned outside of this period (unless faulty) or items returned damaged or soiled (unless faulty) will be the responsibility of the customer to retrieve. Tonnau Surf will not pay to return these items to you. Size exchange requests are subject to availability of stock. Should your size request be unavailable a refund will be provided. Tonnau Surf does not accept cash as a form of payment for online sales and takes no responsibility for cash sent via post.

If an item is faulty or damaged it must be returned to the correct address. This could be our own distribution centre or that of the manufacturer/supplier. The customer is responsible for the onward delivery charges of any items returned to the incorrect address and this maybe deducted from any refund.

Any faulty or damaged items must be reported to The Company as soon as identified and within 7 days after the delivery date. Following the correct procedure listed in these terms and conditions items for return they must be dispatched to Tonnau Surf or an appointed supplier within 14 days following the date of delivery. The time scale is set by the company and/or its suppliers and if not met The Company has the right to refuse a refund. The company is responsible for the return delivery/postage costs for any product returned under warranty.

All returned products are inspected prior to any refund for damage/warranty or otherwise.

Any goods ordered and in transit but subsequently cancelled by the customer prior to delivery will be the responsibility of the customer. After delivery the customer will return the goods unopened and undamaged and at their own expense as per the company’s return policy. Following a satisfactory inspection of the goods a full refund of the value of the goods price will be made.

The company will endeavour to deliver goods at the earliest opportunity, however at times due to unforeseen circumstances delays can occur which are outside of the company’s control.

Different methods of payments will be made available to the customers; however The Company reserves the right to alter payment methods and reject payments.

The customer is liable for any charges incurred by the company should The Company’s bank fail to clear or administer any payment. Any Credit/Debit card charges incurred by the company will not be refunded for goods returned as unsuitable/unwanted. After the company has completed satisfactory provision of the service, any monies paid will be non-refundable.

The Company reserves the right to change its prices from time-to-time. All reasonable efforts will be made to update the website of any price changes as they occur. The prices will not be altered once The Company has received and accepted the customer’s order.

‘Working days’ means Monday to Friday, excluding Bank or other Public holidays.

The Company will not be liable for incidental, consequential or special damages arising from, or as a result of, any electronic transmission or the accuracy of the information contained in the website.

The company cannot be held responsible for third party orders, instructions or deliveries.

All returned goods must be accompanied by a returns slip identifying the purchaser by name and address and stating the reason for return. Returned goods will not be accepted without a completed return slip and no refunds can be made without a completed returns slip as we will not know who has returned the goods. The company accepts no responsibility for goods returned without a returns slip. All returned goods for warranty, order cancellation or otherwise must include the original packaging and literature/instructions/ manufacturers warranty card/ details. No refund will be made if items are missing or damaged/soiled. or if any warranty/quality control seal(s) have been damaged or broken.

Failure to follow these instructions may result in delay and additional costs to the customer.

In order to expedite a resolution of any warranty claim, we may refer you to the product manufacturer who will deal directly with the claim. In these instances, we will provide you with the contact information for the relevant manufacturer.

Until the goods are received by The Company or its suppliers they are the responsibility of the customer. Proof of your postage/courier collection is not proof of delivery and you are therefore strongly advised to send your package by a recorded method and to maintain sufficient insurance to cover the value of the goods.

The customer must ensure the goods are adequately packaged and secure.

Refunds for return delivery to the company or its suppliers will depend on the claim. All valid warranty claims will receive a full refund of return postage/courier costs.

Where a customer returns goods as ‘unwanted/unsuitable’ the customer is fully responsible for the safe return of the goods including all postage/courier costs unless otherwise stated.

Unless prior notice is given all goods must be dispatched for return by the customer within 14 days after the day of delivery.

Any warranty shall be void if the goods have been worked upon, altered or damaged in any way by the customer, employees or agents. Any unauthorised repairs that have been attempted or warranty seals damaged or broken or damaged or missing tags will void any return or warranty claim.

The Company cannot be held responsible for goods returned outside of the company’s or the manufacturer’s terms and conditions. Once authorised the manufacturers terms, conditions and warranty policy will take president.

The Company has used reasonable care and skill in compiling the content of its website but makes no warranty, express or implied, as to the nature or accuracy of any material on the website and cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon information contained within its website.

Every effort is made to ensure the accuracy of the website; however, some prices/details on the site may change from time to time. The Company will use its best endeavours to rectify any errors, but we cannot be responsible for any losses incurred, including payment system transaction fees.

The Company has a policy of continuous service enhancements and updates and reserves the rights to amend the specifications of services. Services supplied may differ as a consequence from those on display or advertised.

Any material downloaded or otherwise obtained through the use of our service is done at your own discretion and risk and you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.

Should any of The Company’s/suppliers/manufacturers terms or conditions relating to warranty, return of goods or refunds not be met The Company has the right to refuse a refund.

It is taken that you have read these terms and conditions prior to ordering and have understood them. These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights. We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site. The Company may change the terms & conditions without prior notice but only in relation to future purchases.

All content of this web site is Copyright © 2018 Tonnau surf Ltd under International Copyright laws.

Registered office and correspondence address:

Tonnau Surf Ltd

8 Pendre




Tel: 01239 612838.