There are a few different reasons why we cancel an entire order. The most common reason is that the billing address details provided by the customer do not match the details that the customer's bank has on record for them.

Please make sure that the billing address you provide when you order is the address that your credit card is registered to. Unfortunately, once an order has been cancelled, it cannot be reactivated. If you’d like to try placing a new order, make sure all of your address details are correct. For more specific details about the error that your order ran into, please refer to the cancellation email that we've sent to you.

When you have entered your payment details and placed an order on our site, your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

If we have to cancel any items from your order, we need to issue a separate authorisation. This is because the money we actually need to take will be less than the amount which was originally authorised by your bank. This is why in certain circumstances it appears that you have been charged twice for your order. You may see two separate authorisations in that case, but we will only take the money from your account once we have processed your order. 

As soon as we process the payment, we automatically send information to your bank to ask them to release any outstanding authorisations. This process can take up to five days depending on your bank's procedures. For orders placed from overseas this may take longer. Please contact your bank for additional details if you think this has happened to you.

There are a few different reasons why you could be missing item(s) from your order. The most common reason is that an item(s) is currently out of stock and has been cancelled. If this is the case, we will send you an email to confirm the cancellation has taken place. 

As we do not capture your authorised payment until your parcel has been dispatched, the cancelled item will not be charged, and your authorised amount will be revised to reflect this.

From time to time some orders can also be split into two parcels. If this is the case, you will be sent your dispatch email with two tracking references. It is possible that one parcel can be delivered quicker than the other, therefore, we kindly ask that you wait until your delivery timeframe has passed before contacting customer service. 

*Please note, if your order has been split into two parcels, you will only be charged one postage cost.

Great question! Sometimes we run into situations where we are unable to provide the same item back to you in exchange. In those cases, we will process a refund for the order rather than exchanging it. You should receive an email detailing your return process and whether we are providing you with an exchange or refund.

Wrong gear, or a dodgy fit? Return your products within 28 days of purchase for a refund or exchange.

Here are our top recommendations for a successful return:

• In most cases, creating a new order and posting us your goods for a refund is quicker than requesting an exchange
• We can’t exchange goods if you’re outside the UK, sorry! Instead, request a refund and create a new order
• We’ll need the items in their original condition, along with any packaging and labels
• Send the return via Royal Mail or an alternative courier, it’s your choice!
• If you’re in the UK, our exchanges are free

Please fill in the the returns form that was attached to your dispatch confirmation email and include it in your return.  If you need another copy of the form please contact us.

The small print

Include your free items in order to get a refund. If you’re looking for a refund for a product that came with a free item, we’ll need both items returned to issue a refund.

To our valued customers outside the UK

For any returns, you’ll have to pay the postage yourself. We’re also unable to return any customs charges incurred when the package was brought into your country.

It's also worth noting that if you refuse any parcels upon delivery, we’ll get you a refund minus any customs charges when those goods are brought back into the UK.

Faulty or defective items

You may return faulty goods for replacement, exchange or refund up to 30 days after you receive them. After that period, and up to six months, we’ll only be able to offer you a replacement.

To qualify as faulty or defective, the item will meet one or more of the criteria:

• Has a manufacturing fault beyond typical wear associated with the product
• Isn’t fit for purpose it’s been supplied for
• Doesn’t match the descriptions or models shown to you at the time of purchase

Consumer rights websites such as Money Saving Expert have more detailed explanations of your rights when returning faulty goods.

We’ll professionally evaluate returns for processing as soon as we can, but please make sure they’re clean and dry! We reserve the right to refuse to inspect items that are just too dirty or wet.

For more information on our returns policy please read our full terms and conditions

Posting your items

Let us take the pain out of returning your items. If you hit any problems, feel free to get in touch

Return with Royal Mail or other couriers

1. Complete a returns form. You can find it attached to your dispatch confirmation email . Then, repackage the item(s) securely and enclose the returns form.
2. Attach the returns address label to your parcel and send to the address shown.

We’d recommend you send via a recorded service as we can’t accept responsibility for anything lost in transit. When returning an item, we are unable to reimburse the postage cost.

You may return faulty goods for replacement, exchange or refund up to 30 days after you receive them. After that period, and up to twelve months, we’ll only be able to offer you a replacement.

To qualify as faulty or defective, the item will meet one or more of the criteria:

• Has a manufacturing fault beyond typical wear associated with the product
• Isn’t fit for purpose it’s been supplied for
• Doesn’t match the descriptions or models shown to you at the time of purchase

Consumer rights websites such as Money Saving Expert have more detailed explanations of your rights when returning faulty goods.

We’ll professionally evaluate returns for processing as soon as we can, but please make sure they’re clean and dry! We reserve the right to refuse to inspect items that are just too dirty or wet.

For more information on our returns policy please read our full terms and conditions

When you have entered your payment details and placed an order on our site, your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process can take up to five days depending on your bank's procedures. For orders placed from overseas this may take longer. Please contact your bank for further details if you are still not seeing this amount released after five days.

We are sorry you have received an incorrect item.

Please contact us and a member of our team will help you arrange for the item to be returned, to either exchange it for the correct one or refund you.

Thank you for your patience while we put this right.

Sometimes, if you placed an order for multiple items, your goods will be placed in separate packages and delivered on different dates. So, the first step to take would be to check your emails from us to see if any of your items will be arriving separately. You will not be charged any additional postage costs.

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

Sorry you haven't got your full order.

If an item(s) is cancelled from your order it is most likely the item you selected was out of stock when we were packing your order. You will receive an email to confirm this, and you have not been charged for it.

The first step to placing an order is adding your desired products to your shopping cart. You can do so by clicking the “Add to Basket” button on the product page.

Once you have your items in your basket, you can then increase the quantity by entering the desired amount in the Quantity field. You can see the Quantity field by clicking on the shopping bag icon in the top right corner of your screen.

Clicking on the “Pay securely now” button on the “Basket” screen takes you to the checkout area where you can select the correct delivery and billing address for this order. Please note that the billing address must match the details for the card that is being used. Once you have chosen the delivery method and clicked on the “Continue” button, you will be taken through to the Payment page.

Currently, we accept the following methods of payment: Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express, PayPal and Gift Cards. The Payment Pages used on our site are secure—you can safely enter your card details to pay for your order.

When you are ready to purchase, please select the desired payment option and proceed to the next page where you can enter any required details. Based on the type of card you are using for payment, you may then be asked to enter further details to enhance the security of the transaction. Any additional information requested comes directly from your card issuer and is meant to identify you as the authorised user of the card. If you are asked for payment authentication and do not have one set up with your card provider yet, you can do so online during the transaction.

All credit and debit cardholders are subject to validation and authorisation by both us and the card issuer to maintain security and prevent fraud. Internet fraud is illegal and perpetrators will be prosecuted in all cases.

If you use a gift card to purchase goods of a higher price than the value stored on the card, you will be prompted to pay the difference with another payment method. If you do not spend the entire balance on the gift card, the remaining balance will be stored on the gift card and may be used as payment for another purchase. We will not offer any cash change for purchases made with gift cards.

Gift cards cannot be used to buy additional gift cards.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Gift cards can be redeemed by UK and Irish customers online but not by other international customers online. They can also be used in UK and Irish branches of House of Fraser. You can use gift cards to purchase goods of a higher price than the value stored on the card by using another payment method to cover the difference in cost. If you do not spend the entire balance on the gift card, the remaining balance will remain stored on the card. No cash change will be given for a gift card balance. 

Here are a few considerations when purchasing or using a gift card:

• Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. 

• Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards. 

• Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.

• Gift cards cannot be used to buy further gift cards.

• Gift cards cannot be used by customers outside of the United Kingdom.

We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that apply at the time that you purchase your gift card.

This does not affect your legal rights.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords that you use with the card providers to verify your identity. These passwords are set up by you with the card provider to protect you when you shop online. You will be required to enter your password during the payment process on our site. Along with this password, your name and billing address details must match the cardholder address details held by your card issuer.

How do I activate my card?

Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register while going through the transaction on our site.

To do so, open a second browser window or tab and navigate to your card provider’s site. Then, select the option to set up payment authentication. You should be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information, please contact your card issuer directly. If your card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. 

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider. Unfortunately, as a third-party, we have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit or debit card password.

Other than pre-order products, we only show products on our website that we have in stock. If you can’t find it on our site, it is not currently available. Hopefully it comes back soon!

Please note that when purchasing a product that includes a gift with purchase, the gift is subject to availability, while stocks last only.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, we will tell you that we are not able to add more than a given number to your basket. 

Please contact us to discuss larger purchases. 

Please note that when purchasing a product that includes a gift with purchase, the gift is subject to availability.

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s white list then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

We’re sorry to hear that you’re having trouble!

In order to shop with us or access your account on our website, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the exact same email address and password that you used when you first registered with us. A good way to check this is to look for your registration email and identify the email address it was first sent to. 

If you can't remember your password, simply select the "Forgotten Password" option found on the sign-in page. From there, input your email address and follow the steps to set up a new password. Once signed in, you can change any of your details at any time by navigating to the My Account page.

If, after these troubleshooting steps, you are still having problems signing in to your account, please contact us.

Please contact us with details about the issue. A few helpful things to include are:

• Where did the issue occur (a link to the page is helpful)

• When did the problem occur

• A screenshot of the issue occurring

• Details on what you’d expect the behaviour to be, versus what it was

• What browser you are using

• Frequency of the issue. For example, does it happen every time? Randomly? Once?

• Any error message that appeared on the screen

If you’re running into any trouble on the website, please contact us with details about the issue. A few helpful things to include are:

• Where did the issue occur (a link to the page is helpful)

• When did the problem occur

• A screenshot of the issue occurring

• Details on what you’d expect the behaviour to be, versus what it was

• What browser you are using

• Frequency of the issue. For example, does it happen every time? Randomly? Once?

• Any error message that appeared on the screen

Registering an account with us gives you the ability to purchase products on our site, take advantage of our expedited check-out system, and receive special emails to make sure you’re the first to know when we have special offers or discounts. 

All you need in order to register is an active, valid email address. You can register here.

Once registered, you can update your details using the "My Account" section of the site. You can access the “My Account” section by clicking on the icon of the person in the top right corner of your browser window.

If you need to add an alternative shipping address, simply click the link to enter a new address within the Address Book section of My Account.

For your security, you will be asked to set up a password when you register a new account. If you are unable to remember your password simply select "Forgotten Password" on your account page.

After you click that link, you’ll be prompted to input your email address and follow the steps in the email to reset your password.

After you’ve received your password reset, you’ll be able to assign a new password at your leisure by heading to the “My Account” section of our site.

Occasionally, we will offer special products that are available for pre-order. Pre-order allows you to order an item either prior to the official launch or before the stock becomes available for general sale in stores. This can be especially useful for highly sought after or limited edition items.

The item, along with the rest of the order, will be processed for shipment once the stock becomes available. While we do show dates on the site for expected ship dates, they are meant as a guide rather than a guarantee. Rest assured, though, that we will endeavour to process your order for delivery as soon as we have the product in stock. We strive to get everything shipped out to you either on the date shown or shortly afterwards. We’ll keep you updated as soon as we send it out!

You will not be charged for your items until your order has been processed.

We know that discounts make everyone’s shopping experience a little bit better. Please follow these steps to apply a discount or voucher code to your order.

1. Begin by adding your desired and/or any required items for the discount to your bag.

2. Select "View basket" to make sure you're happy with your items 

3. On the right-hand side, press "Add" to apply a new Promo Code

If you are looking for something particular, you can use the search functionality to search for the description of the product or the product code if you know it. You can find the search functionality at the top left corner of your browser’s window where it says “Search for product or brand.”

We’ve also created useful shopping categories which you can see at the top of your browser window. If you see an area of interest, click on it! This will guide you to a curated selection of product listing. Then, click on a specific product that you’re interested in for more details, or to add the product to your cart.

To add a product to your shopping cart, hit the “Add to basket” button.

Introduction

This page (together with the documents expressly referred to on it) tells you information about us and contains the legal terms and conditions on which we sell Products to you.

On this page the words "we" "us" and "our" refer to GUL Waterports Limited.

Please note that GUL.com is a website owned and operated by GUL Waterports Limited, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. Company Number: 07589716.

We strongly recommend that you read these Terms carefully, as they will form part of the Contract between us. Please make sure that you understand them, before ordering any Products. Our relationship is subject to these Terms and they impose certain responsibilities upon you and they exclude and limit our liability to you in the event of loss or damage. YOUR ATTENTION IS DRAWN PARTICULARLY TO CLAUSE 14, which excludes and limits our liability to you in certain circumstances. Please note that by ordering any Products, you agree to be bound by these Terms and the other documents expressly referred to in them.

You should print and keep a copy of these Terms for future reference.

Please tick the relevant box on the order page to indicate your agreement to these Terms. Please understand that if you do not accept these Terms then you will not be able to order Products.

Please note that, from time to time we may amend these Terms, as set out in clause 16. Every time you submit an order to us, please check these Terms to ensure you understand the terms which will apply at that time.

1. Definitions

1.1. When the following words with capital letters are used in these Terms and the Introduction, this is what they mean:

Contract: means the individual legally binding contract formed between you and us when you place an order which we accept according to the provisions of clause 5 below;

Confirmation Email: the email we send to you after you have submitted an order to us, as explained in clause 5.5 below;

Dispatch Confirmation: the email we send to you confirming that the Products you have ordered have been dispatched to you, as explained in clause 5.6 below;

Event Outside Our Control: is defined in clause 15 below;

Products: means the products listed on the Site;

Site: the website that operates at https://www.gul.com/;

Terms: the terms and conditions on which we supply Products to you.

2. Information about us

2.1. We are GUL Waterports Limited, a company registered in England and Wales under company number 07589716 and with our registered office at Unit A, Brook Park East, Shirebrook, NG20 8RY and our main trading address at Unit 1, Stadium House, Yalberton Industrial Estate, Aspen Way, Paignton, Devon, TQ4 7QR. Our VAT number is 110213787.

2.2. Should you wish to contact us about these Terms or if you have any comments or complains about this Site or our Products, please do so using the following contact information:

• 2.2.1. Email: support@gul.com; or
• 2.2.3. Write to us: GUL Watersports Ltd, Stadium House, Yalberton Industrial Estate, Aspen Way, Paignton, Devon, TQ4 7QR.

3. Our Products

3.1. The images of the Products on the Site are for illustrative purposes only. Your Products may vary slightly from those images. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products.

3.2. All Products shown on the Site are subject to availability. We will inform you by email as soon as possible if the Product you have ordered is not available.

3.3. We reserve the right to change any content on the Site, including but not limited to, descriptions, specifications and prices of Products at any time without prior notice. For the avoidance of any doubt, once your order has been confirmed and a Contract formed, we will not make any changes to the Products (unless we are required by law to do so) or to these Terms.

4. Sales to children and these Terms

4.1. We do not sell the Products for purchase by children. We sell children's products for purchase by adults. You may only purchase Products from the Site if you are at least 18 years old.

4.2. These Terms and the Site's Privacy Policy form part of the Contract between you and us. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these Terms to be confirmed in writing.

5. How a Contract is formed between you and us

5.1. You will find information on how to order Products via the Site on the help page.

5.2. During the checkout process you will be asked to complete your payment details. Where requested you must complete the compulsory fields indicated. All credit/debit card transactions on the Site are processed using Stripe, a secure online payment gateway operated by Stripe that encrypts your card details and cannot be accessed by us. You agree to abide by any terms and conditions imposed by Stripe in connection with the processing of your payment for purchasing Products from us. You acknowledge and agree that we are not responsible for the acts and/or omissions of Stripe.

5.3. Any personal information (meaning 'personal data' as defined in the Data Protection Act 1998) that we can access about you will only be used in accordance the Site's Privacy Policy. Please take the time to read this page, as it includes important terms which apply to you.

5.4. Our order process allows you to check and amend any errors in your order at each stage of the process. Please take the time to do so. The order summary shown to you before you submit your order will summarise your order, including the total price of the Products you have ordered (including VAT), delivery charges and any charges for additional services, such as gift wrapping, (if you have asked for them). Please also check the order summary carefully before submitting you order.

5.5. After you place an order, you will receive an email from us acknowledging that we have received your order ("Confirmation Email"). This does not mean that your order has been accepted, nor that a Contract between us has formed. Our acceptance of your order will only take place as described in clause 5.6.

5.6. We will confirm our acceptance to you by sending you an email, which will confirm that the Products have been dispatched to you at the address you included when you submitted your order ("Dispatch Confirmation"). The Dispatch Confirmation will also provide you with a tracking number so that you can monitor the delivery of your order. The Contract between us will only be formed at the time when we send you the Dispatch Confirmation and when we have received from you (in full) for your order in accordance with clause 8.1.

5.7. If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on the Site as referred to in clause 8.6, we will inform you of this by email and we will not process your order. If you have already paid for the Products, we will refund you the full amount as soon as possible.

6. Delivery

6.1. All Products are delivered to you via Hermes, Royal Mail, Collect+, DPD, DHL or Direct Link depending on the delivery service you select when placing your order with us. If products are returned to us as undeliverable, we will issue a refund for the cost of the good(s) unless we have had received prior contact from yourself. In which case we will attempt to contact you (i.e. using the contact details provided when you submitted your order) to arrange re-delivery. Re-delivery attempts will incur an additional postage charge. If we are unable to contact you to arrange a re-delivery, we will refund the price of the Products to you as described in clause13.2.

6.2. Delivery charges and timescales will vary depending on the type of Product ordered and the delivery address. The cost of delivery will be set out in the order summary shown to you before you pay for your order. Please read the order summary carefully and ensure that you understand and agree to pay the cost of delivering your order to its destination. Unless we have agreed (in writing) to deliver Products to you within a certain period of time, we will ensure that the Products you have ordered from us are delivered to you without undue delay and in any event not more than 30 days after the date of the Dispatch Confirmation. Details of estimated delivery times are given on the Site and prior to submitting your order to us. Please read clause 15 about what happens if there is an Event Outside Our Control, which results in a delay in delivery or failure to deliver the product. If there is an Event Outside Our Control, we will contact you to discuss what will happen next.

6.3. Depending on the number of Products you order from us and whether or not the Products you have ordered are available for delivery at the same time, we may split the Products you have ordered from us across a number of separate deliveries.

6.4. Delivery will be completed when the all Products you ordered form us are delivered to the address you gave us for delivery when you submitted your order to us.

6.5. The Products will be your responsibility from the completion of delivery. You should check all Products you receive against your order as soon as possible to make sure they reflect what you ordered and that they are not damaged or are not as described. If you discover that the Products do not reflect what you ordered, are damaged or are not as described you must tell us as soon as reasonably possible after discovering this, either by email to supports@gul.com, or by letter addressed to GUL Watersports Ltd, Stadium House, Aspen Way, Yalberton Tor Ind Est, Paignton, Devon, TQ4 7QR. You must also return the Products to us as soon as reasonably practicable. For further information on what to do if you believe the products you have received from us do not reflect what you ordered, or are damaged or are not as described, please see clause 11, which explain your statutory legal rights if you are a consumer.

6.6. If you are a consumer, if we miss the delivery deadline for any Product (see clause 6.2) then you may immediately cancel your entire Contract under which that Product was purchased if any of the following apply:

• 6.6.1. we have refused to deliver the Product;
• 6.6.2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances at the time the Contract was entered into); or
• 6.6.3. you told us before we accepted your order that delivery within the delivery deadline was essential.

6.7. If you do not have the right to cancel your entire Contract under clause 6.6, you can give us a new deadline for delivery (which must be appropriate in the circumstances). If we fail to meet the new delivery deadline you set pursuant to this clause 6.7, then you can cancel your entire Contract.

6.8. You can cancel your Contract pursuant to clause 6.6 or clause 6.7 in respect of just some of the Products or all of them (including any Products that have already been delivered to you). If the Products have been delivered to you, you will have to return them to us.

6.9. If you do choose to cancel your Contract as a result of late delivery pursuant to clause 6.6 or clause 6.7, then we will reimburse you for all payments made to us under the Contract without undue delay after you have cancelled the entire Contract. If you choose to cancel your Contract as a result of late delivery pursuant to clause 6.6 or clause 6.7 in respect of just some of the Products, then we will only reimburse you for all payments made under the Contract in respect of those Products for which you cancel the Contract.

7. International delivery

7.1. If you order Products from the Site for delivery to a country outside the mainland United Kingdom, delivery charges and timescales will vary depending on the weight of the order, the delivery location and the delivery method you select when you submit an order to us. An approximate estimate of delivery timescales and the delivery charges you can expect to pay when you order Products from the site is available on our help page.

7.2. Please note that your order may also be subject to import duties and taxes which are applied when the delivery reaches its destination country. You will be responsible for disclosure and payment of any such import duties and taxes. We accept no liability for any additional charges levied by the government of the destination country. You acknowledge and accept liability for any such charges applied by the destination country government and/or tax authorities and/or other regulatory authority. We have no control over these charges and we cannot predict their amount.

7.3. If you order Products from us that are to be delivered to a country outside the mainland United Kingdom and if you/the recipient refuse to accept delivery of the Products you purchased without a reasonable justification (for example, a reasonable justification would be because the Products we have sent to you do not conform to your order), the courier may be forced to return the items to us. In such circumstances, we may be required to pay additional charges to the courier and/or other persons in respect of the cost of return. Such additional charges may include payment by us of customs and/or import duties and taxes that would have been payable by you had the delivery of the Products been accepted. We reserve the right to recover these costs/charges from you by way of a deduction of the relevant amount from any refund owed to you. Before we issue a refund to you (if any), we will inform you of the additional charges we have incurred (and therefore the amount we will deduct from any refund owed to you).

7.4. Please refer to clause 12 of these Terms which sets out our refund policy. In particular, we draw your attention to clause 12.6, which explains our refund policy in respect of made-to-measure or custom-made Products you have ordered from us.

7.5. Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

7.6. For the avoidance of any doubt, nothing in this clause 7 is an attempt to exclude or limit your rights under the Consumer Rights Act 2015 and/or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and/or any other statutory legal rights you may have for which it would be unlawful for us to attempt to exclude or limit your rights and/or our liability to you.

8. Price of Products and delivery charges

8.1. The Product prices on our Site are shown in GBP Pounds Sterling, Euros and US Dollars. If you place an order for Products using one of these currencies, we will debit your account for the amount shown on our Site in the currency you select. Our Site also has the option to view prices in Australian Dollars, Argentine Pesos or Japanese Yen. Although the exchange rate used by the Site to provide this information is updated on a daily basis, the prices shown are only a guide and they may change between the time you submit your order and when we take payment from you, due to fluctuations in exchange rates. Where you have viewed Product prices in Australian Dollars, Argentine Pesos or Japanese Yen, orders for Products viewed in those currencies will be charged for in GBP Pounds Sterling to the value shown in the Confirmation Email. If, on receipt of the Confirmation Email, the price of the Products is at a level that is not acceptable to you and you no longer wish to proceed with your order, please notify us as soon as possible via email to support@gul.com and we will endeavour to stop your order before it is processed and dispatched to you. If you decide that you no longer wish to proceed with your order and we have already sent a Dispatch Confirmation to you, please see clause 10 (your cancellation rights if you are a consumer) for further information on how you can cancel your order.

8.2. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information is entered onto the Site. However if we discover an error in the price of any Products you ordered, please see clause 8.6 for what happens in this event.

8.3. Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with a Confirmation email. If the price of a Product you have ordered increases between when you placed your order and when we issue a Confirmation Email, we will charge you for the price shown on the Site at the time you submitted your order.

8.4. The price of a Product includes VAT (where applicable) at the applicable current rate chargeable for the time being. However, if the rate of VAT changes between the date of your order and the date on which we confirm your order via a Dispatch Confirmation email, we will inform you and we will give you the option of continuing to purchase the Product at a price which includes the extra VAT or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

8.5. The price of a Product does not include delivery charges, which you must also pay. Our delivery charges are as quoted on the Site from time to time and are dependant on the type of product ordered and the delivery method selected by you submitted your order to us. Delivery charges will be displayed before you submit your order to us. Please take the time to read and check your order at each page of the order process.

8.6. The Site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on the Site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. We will also refund to you the price you paid in advance (if any) for any Product in respect of which an order is cancelled or treated as cancelled.

9. How to pay

9.1. You can pay for Products using a debit card or credit card, PayPal account or Amazon account. All payments are subject to authorisation by your card issuer/account provider and we will only accept your order and a binding Contract will only be formed between us when we have taken payment in full in cleared funds for the Products you have ordered and when we have sent you a Dispatch Confirmation email.

9.2. Payment for the Products and all applicable delivery charges is in advance. We accept no liability if delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the Products from your account, then we reserve the right to cancel the Contract and suspend any further deliveries to you.

9.3. You will only own the Products once we have received payment in full, including all applicable delivery charges and we have sent you a Dispatch Confirmation email.

10. Your cancellation and refund rights if you are a consumer

10.1. If you are a consumer, you have a legal right to cancel a Contract during the period set out below in clause 10.3. This means that if you change your mind or for any other reason and you decide you do not want to keep a Product during the cancellation period, you can notify us of your decision to cancel the Contract and receive a refund. You do not have to give us a reason for exercising your right to cancel during the period set out below in clause 10.3. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

10.2. However, this cancellation right does not apply in the case of:

• 10.2.1. any made-to-measure, personalised or custom-made products (e.g. Products personalised using our FREE iD boot personalisation service);
• 10.2.2. any sealed Products which are not suitable for return due to health protection or hygiene reasons, if they are unsealed after you receive them (e.g. mouth-guards, underwear, boxer shorts etc.); or
• 10.2.3. any Products which become mixed inseparably with other items after their delivery to you.

10.3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (i.e. the date on which we email you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:

Your Contract is for a single Product:

The end date is 14 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January, you may cancel the Contract at any time between 1 January and the end of the day on 24 January.

Your Contract is for multiple products which are all delivered on the same day:

The end date is 14 days after the day on which you receive the Products.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive all of the Products on 10 January, you may cancel the Contract at any time between 1 January and the end of the day on 24 January.

Your Contract is for multiple Products which are delivered on separate days:

The end date is 14 days after the day on which you receive the last of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first of your separate Products on 10 January and the last of your separate products on 15 January, you may cancel the Contract in respect of any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

10.5. If you cancel your Contract and subject to you complying with clause 10.6 we will:

• 10.5.1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your unnecessary handling of them in a way which would not be permitted in a shop (i.e. your handling them in a manner other than what is necessary to establish the nature, characteristics and functioning of the Products) or where the item has not just been checked, but used. For example, if you purchase a pair of rugby/football boots from the Site and, when they have been delivered to you, you take them out of the packaging to check they are the brand/size you ordered, this would be acceptable. However, it is likely that we would reduce your refund to reflect its diminished value if you were to wear/use the rugby/football boots before you returned them to us.
• 10.5.2. refund any delivery costs you have paid in having the Products delivered to you, although, as permitted by law, the maximum refund in respect of delivery costs you have paid will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 2-4 days at one cost , but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
• 10.5.3. make any refunds to you without undue delay and in any event within the deadlines indicated below:
  • 10.5.3.1. if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information on how to return a Product to us, see clause 10.6;
  • 10.5.3.2. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

Please note that we may withhold reimbursement until you have complied with the requirements of clause 10.5.3.1.

10.6. If the Products were delivered to you before you decide to cancel your Contract:

• 10.6.1. you must return the Products to us without undue delay and within no more than 14 days after the day on which you let us know that you wish to cancel the Contract. The deadline is met if you send back the Products before the period of 14 days has expired. You can either send the Products back to us or hand the Products over to us at Customer Services, GUL Watersports, Stadium House, Aspen Way, Yalberton Tor Ind Est, Paignton, Devon, TQ4 7QR;
• 10.6.2. unless the Products are faulty or not as described (in this case, see clause 12), you will be responsible for the cost of returning the Products to us and for ensuring that the Products returned to us are not damaged in transit (please see clause 13.1). If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery of the Products to you.;
• 10.6.3. for certain larger Products we may offer (at our discretion) to arrange collection of the Products on your behalf. Where this is the case, we may contact you and offer to collect the Products from you. In such circumstances, you agree that you will be responsible for paying the cost of the collection. We will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection. If we have offered to collect the Product from you, we will charge you the direct costs to us of collection. We will notify you in advance of the cost of collection of the Products from you. For the avoidance of any doubt, this clause is not an offer to collect any Product(s) from you in the event that you cancel a Contract;
• 10.6.4. you must take reasonable care of the Products and keep them in your possession and not use them until they are returned to us or collected by us.

10.7. Where reasonably possible, please return Products to us in their original packaging.

10.8. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract.

11. Your statutory legal rights if you are a consumer

11.1. We are under a legal duty to supply Products to you that are in conformity with the Contract. See the box below for a summary of your key legal rights in relation to Products you purchase from us. Nothing in these Terms will affect, exclude or limit your statutory legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. Please note that the information below is only a summary and that certain exceptions apply to each of your key legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says the Products we provide to you must be as described, fit for purpose and of satisfactory quality. If, during the expected life of your Product, it is faulty, your legal rights entitle you to the following:

• up to 30 days: then you can reject the faulty Product and get a full refund of all the money you paid under the Contract in respect of the faulty Product.
• up to six months: you can ask us to repair or replace a faulty Product and to bear any necessary costs of doing so. If your faulty item can't be repaired or replaced, then you may be entitled to a full or partial refund of the money you paid under the Contract in respect of the faulty Product.
• up to six years: if the item can be expected to last up to six years, you can ask us to repair or replace a faulty Product and to bear any necessary costs of doing so. If your faulty item can't be repaired or replaced, then you may be entitled to a full or partial refund of the money you paid under the Contract in respect of the faulty Product.

11.2. If you wish to exercise your legal rights to reject a faulty Product or to return a faulty Product to us for repair or replacement you must either return the faulty Product to us in person to where you bought them, post the faulty Product back to us or (if they are not suitable for posting) allow us to collect the faulty Product from you. We will pay the reasonable costs of postage or collection. Please email our customer services on support@gul.com for a return label or to arrange collection.

11.3. Once we have received the Products from you and if you and we agree that the Products are faulty:

• 11.3.1. we will issue any refund due to you without undue delay and in any event within 14 days, beginning on the date on which we agree that you are entitled to a refund;
• 11.3.2. we will carry out any repairs or replace any faulty Products within a reasonable time.

12. Our returns policy

12.1. In addition to your right to cancel a Contract pursuant clause 10, we also operate a no quibble returns policy. If for any reason you are not satisfied with any Products, you may return them to us within 28 days of purchase for a refund or for an exchange.

12.2. To be eligible under our returns policy, all returned Products must be returned "as sold" (i.e. in re-saleable condition, unworn in their original packaging and with all swing tags attached to the Product). If Products you return to us do not comply with this requirement, we cannot accept the returned Product and we will return it to you at the address provided in the order process as soon as reasonably possible. Subject to clause 10 and clause 14.3, we exclude all further liability to you for Products you return to us that are not returned "as sold".

12.3. If you wish to return Products to us under our returns policy, please complete the returns form on the reverse of the dispatch note enclosed with your Products (which you can also obtain from the returns page) and send the item along with the completed returns form to GUL Watersports, Stadium House, Aspen Way, Yalberton Tor Ind Est, Paignton, Devon, TQ4 7QR. When you complete the returns form, please indicate whether or not you would prefer a refund of the Product price or replacement Products (should we determine you are entitled to such a refund or replacement Products pursuant to clause 12.4). Please enclose the original proof of purchase (i.e. the dispatch note enclosed with the Products) along with the Products you are returning to us.

12.4. When you have returned the Products to us, we will examine the Products and (if we consider that the Product satisfies the requirements of clause 12.2) we will arrange for a refund of the Product price (including the delivery cost you paid to us when you submitted your order) or an exchange of the Product for a replacement, depending on the option you indicated on the returns form when you returned the Products to us:

• 12.4.1. if you choose a refund of the Product price, we will process your refund in accordance with clause 13.2.2 below; or
• 12.4.2. if you choose an exchange of the Product for a replacement Product, we will send the replacement Product to you at the address provided in the order process (unless you instruct us to the contrary) as soon as reasonably possible and we will pay the cost of delivery, unless you have asked us to send the replacement Product to you via our express delivery service.

12.5. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the return as though you elected for a refund under clause 12.4.1.

12.6. Please note that where you have ordered made-to-measure or custom-made Products from us (e.g. Products personalised using our Free iD boot personalisation service), we are unable to accept returns or exchanges of such Products, unless the Products are damaged, materially defective, not as described or (if you are a consumer) the Products breach your statutory rights.

13. Returning Products to us and our refunds policy

13.1. When you return products to us under clause 10 (Your cancellation and refund rights if you are a consumer), clause 11 (Your legal rights if you are a consumer) or clause 12 (Our returns policy):

• 13.1.1. if you chose to return any products to us we will not be responsible for loss or damage to them in transit. We therefore recommend that these are returned to us using a reputable recorded delivery service. If Products are damaged or lost in delivery we reserve the right to charge you, or not to refund any amounts due to you, that are attributable to the loss or damage;
• 13.1.2. we will refund to you on the credit card or debit card or to the Amazon account or PayPal account used by you to pay us for the Products. In any event, you will not incur any fees as a result of the reimbursement.
• 13.1.3. where you request for us to deliver a Product to a third party you will only be able to exercise your rights if you can return the goods to us or we can arrange with the third party to collect them.

13.2. When you return to us any Products that you have ordered from us:

• 13.2.1. because you have cancelled the Contract between us within the fourteen day cooling-off period (see clause 10 above), we will process the refund due to you as soon as possible and, in any case, in accordance with clause 10.5.
• 13.2.2. and you accept our offer of a refund under clause 12.4.1, we will usually process the refund due to you as soon as possible and usually within 30 days of the day we confirmed to you via email that you were entitled to a refund for the returned Product. Please note that when returning a Product to us under our returns policy (clause 12), we are unable to reimburse the cost of returning the Products to us.

13.3. In the event that your Products are lost during delivery, we are unable to offer any refund on missing/lost Product(s) until Royal Mail has deemed that the parcel has been lost via their missing parcels claims procedure. Please let us know if you have not received your Products:

• 13.3.1. 15 days after the date we sent the Dispatch Confirmation to you, if the Products were sent to an address in the mainland United Kingdom; or
• 13.3.2. 25 days after the date we sent the Dispatch Confirmation to you, if the Products were sent to an address outside the mainland United Kingdom,
• And we will liaise with the Royal Mail to determine whether the Products have been lost. If the Royal Mail (via its lost parcel claims service) deems that the Products have been lost, we will contact you (via the email address you provided when you submitted your order to us) to let you know that the Products have been lost and to offer you a choice between a refund of the Product price [(including the delivery cost you paid to us when you submitted your order)] or a replacement Product (subject to our having a replacement Product in stock):
• 13.3.3. if you choose a refund of the Product price, we will process your refund in accordance with clause 13.2.2 above; or
• 13.3.4. if you choose a replacement Product, we will send the replacement Product to you at the address provided in the order process (unless you instruct us to the contrary) as soon as reasonably possible and we will pay the cost of delivery, unless you have asked us to send the replacement Product to you via our express delivery service. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the return as though you elected for a refund under clause 13.3.3.

14. Our liability to you (YOUR ATTENTION IS DRAWN PARTICULARLY TO THIS CLAUSE)

14.1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a natural, foreseeable result of our breaking these Terms or our failure to exercise reasonable care and skill, but we are not responsible for any loss or damage that is not so foreseeable. Loss or damage is foreseeable if it obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2. We only supply the Products for domestic and private use to consumers. You agree not to use the product for any commercial, business or re-sale purposes, and in any event we will have no liability to you for any loss of profit, loss of enjoyment, loss of or damage to reputation or goodwill, loss of business, business interruption, or loss of business opportunity.

14.3. We do not in any way exclude or limit our liability for:

• 14.3.1. death or personal injury caused by our negligence or that of our officers, employees, agents or subcontractors;
• 14.3.2. fraud or fraudulent misrepresentation;
• 14.3.3. any liability that cannot be excluded or restricted under section 31 of the Consumer Rights Act 2015;
• 14.3.4. defective products under the Consumer Protection Act 1987;
• 14.3.5. any other liability for which it would be unlawful for us to attempt to limit or exclude liability.

15. Events outside our control

15.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control.

15.2. An Event Outside Our Control includes any act, event, non-happening, omission or accident outside our reasonable control and includes in particular (without limitation) the following:

• 15.2.1. strikes, lock-outs or other industrial action;
• 15.2.2. civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• 15.2.3. fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
• 15.2.4. impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• 15.2.5. impossibility of the use of public or private telecommunications networks;
• 15.2.6. the acts, decrees, legislation, regulations or restrictions of any government;
• 15.2.7. denial of service attacks or other types of attacks that are directed toward the infrastructure that supports the Site;
• 15.2.8. any type of outage or service degradation relating to the unavailability of a financial institution including, but not limited to, issuers and/or acquirers or any third party switch or processing system;
• 15.2.9. any issues which are limited solely to you and which cannot be proven against any of our other customers; or
• 15.2.10. any failure or service outage that falls outside of our control.

15.3. Our performance under any Contract is deemed to be suspended for the period that the Event Outside Our Control continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Event Outside Our Control to a close or to find a solution by which our obligations under the Contract may be performed despite the Event Outside Our Control.

15.4. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract, we will contact you as soon as reasonably possible to notify you.

16. Our right to vary these terms

16.1. We may update or amend these Terms from time to time. Please review these Terms regularly to ensure you are aware of any changes we have made. Your continued use of the Site after changes are posted means you agree to be legally bound by these Terms as updated and/or amended.

16.2. Once your order has been confirmed and a Contract formed, we will not make any changes to the Terms that apply to your order. However if you are a returning customer please check the Site regularly to ensure you are aware of any changes we have made to our Terms since the last time you visited the Site.

17. Communications between us

17.1. When we refer, in these Terms, to "in writing", this will include email unless it is clear that email is not intended to be included in any particular scenario.

17.2. Applicable laws require that some of the information or communications we send to you should be in writing. When using the Site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Site. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

18. Notices

18.1. Unless stated elsewhere in these Terms, all notices given by you to us must be given in writing in the English language. You can send notices to us by email at support@gul.com, or by pre-paid post to GUL Watersports Limited, Stadium House, Yalberton Industrial Estate, Aspen Way, Paignton, Devon, TQ4 7QR. We will confirm receipt of your notice by contacting you in writing, normally by email to the email address you gave us when you submitted your order. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped with the correct postage paid and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee. If you are a consumer and exercising your right to cancel under clause 10, please see that clause 10 for how to tell us this.

19. Our right not to accept orders and applicable refund

19.1. We may decide not to accept an order from you for Products. If we do so, and you have made any payment in advance for the Products, we will refund you the full amount you have paid as soon as possible.

20. Transfer of rights and obligations

20.1. We may transfer our rights under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

20.2. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

20.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

21. Severability

21.1. If any of the Terms of the Contract between us are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such Terms will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

22. Entire agreement

22.1. These Terms constitute the entire agreement between us and they supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to their subject matter.

22.2. Each party agrees that it shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on anything set out in these Terms.

22.3. Notwithstanding any other term of these Terms, nothing in these Terms shall exclude or limit our liability for something that we cannot exclude or limit in law.

23. Governing Law, Alternative Dispute Resolution (ADR) and jurisdiction

23.1. These Terms and any Contract between us are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Products in either the Northern Irish Courts.

23.2. If we fail to resolve any dispute between us in relation to any Contract or any Products you may wish to contact the following certified ADR provider Centre for Effective Dispute Resolution, whom we are willing to work with.

23.3. These Terms and any Contract between us, are drafted in the English language. If they are translated into any other language, the English language text shall prevail.

NB: This is a platform that has been designed to help consumers to resolve disputes with online retailers in relation to faulty goods they have purchased online. http://ec.europa.eu/consumers/odr/.

Third parties with whom personal information is shared on The Flannels Group Ltd. and Group websites.

Below is a non-exhaustive list of some of the key third parties with whom we may share your personal information in accordance with our privacy policy. This information will be updated from time to time:

All fur, whether sourced from the wild or from fur farms must be responsibly sourced.

If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:

• The farm from which the fur is sourced.
• A high standard of rearing conditions for the animals.
• A high standard of farm hygiene.
• Evidence of robust feed management and environmental management.

The accreditation should come from local and national authorities in the country of origin.

Tags evidencing the certification should be displayed on all garments containing fur.

Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.

If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.

No fur should ever be sourced from endangered or threatened species.

COVID-19 Information for our customers

Please check this page for the latest information as we continue to follow the Government's roadmap out of lockdown and we look forward to welcoming you back to our stores.

In Store Safety

Since our stores were instructed to close, we have been working extremely hard behind the scenes to make sure that every one of our stores will be compliant with Government guidelines when we reopen.

All customers and staff members will be required to wear face coverings unless medically exempt.

We regret that fitting rooms will initially remain closed.

The safety and well being of our staff and customers remains our primary focus, and we have invested heavily to ensure social distancing and other recommendations will be followed. A dedicated, specialist team will be continually reviewing and, if necessary, adjusting all procedures once we re-open, so please be assured that we are doing all we can to protect you, your families and our in-store team.

Store Returns

To help at this uncertain time, we've extended our returns policy. We'll now be accepting late returns up to 28 days after stores reopen. This is subject to our usual exceptions. For more information about returns click here.

Shopping Online

You can still shop with us online and our home delivery services are running as usual.

Click & Collect deliveries are currently unavailable but will resume on Monday 3rd May.

British Forces Postal Office deliveries remain available.

European and International deliveries remain available.

Please check here for full delivery offer.

Customer Services

If you didn't find the answer to your query above, you can contact our customer service team here.

As of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.

The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.

Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.

The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.

So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.

Suitable for children aged 3 and over

Suitable for children aged 7 and over

Suitable for children and teens aged 12 and over

Suitable for teens aged 16 and over

Suitable for adults aged 18 and over

Content Descriptors

PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.

Violence - Game contains depictions of violence, including fantasy violence

Bad Language - Game contains language that some may find offensive

Fear - Game may be frightening or scary, particularly for younger children

Sex/Nudity - Game contains nudity and/or sexual references or behaviour

Drugs - Game refers to or depicts the use of drugs

Gambling - Games that encourage or teach gambling

Discrimination - Game contains depictions of, or material which may encourage, discrimination

Online gaming

These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.

To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.videostandards.org.uk.

To locate relevant declaration of conformity please refer to product name or 6 digit barcode.

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pm

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.

The following definitions are used in these terms:

ADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order). Click 'Add to Bag'.

CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".

ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest. 

DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.

PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.

ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation). 

ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.

A description of the main characteristics and prices of goods are on the product pages of the Website.

For Customers based in the UK and the EU: the price includes all applicable taxes.

For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, click here for more details.

Delivery options

Click Here to view our UK delivery options.
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.

Delivery of pre-order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms. 

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at: 
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY

Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

You can also use the Returns Form , but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to us or post it to the address above.

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. 

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.

Refunds

We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies: 

Tier 1: within 30 days of receiving the defective item, you can choose to receive either:

1. a repair; or 
2. a replacement; or
3. a full refund.

The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

1. keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
2. return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

If you think you have received a defective item, please return the items back to us including details where possible of:

• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement

We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.

We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.

If you have a query about returning goods, please contact Customer Services.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.

If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.

The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.

Limitation of liability

1. The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
2. The Seller will not be liable for the following types of loss:
   1. loss of income or revenue; or
   2. waste of management or office time.
3. Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
   1. death or personal injury caused by the Seller's negligence;
   2. fraud or fraudulent misrepresentation;
   3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
   4. defective products under the Consumer Protection Act 1987; or
   5. any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
4. Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Events outside our control

1. The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
   1. Strikes, lock-outs or other industrial action;
   2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
   3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
   4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
   5. Impossibility of the use of public or private telecommunications networks; or
   6. The acts, decrees, legislation, regulations or restrictions of any government.
2. In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
3. In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.

Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing. 

Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.

1. The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
   1. any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
   2. the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.

Governing law and jurisdiction

1. These terms and conditions are subject to English law.
2. The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
3. Nothing in these terms and conditions is intended to affect your statutory rights.

We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.

To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.

Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Gift Cards cannot be used to buy further Gift Cards.

To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.

The following documentation may be required to complete our due diligence checks –

Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)

Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)

Failure to comply with the verification checks will result in the order being cancelled

We reserve the right to cancel any order we do not believe to be genuine

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:

• Deposits;
• Magazines;
• Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
• Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
• Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
• Any computer games where the seal on the wrapping has been broken; and
• Any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.

When you select a product on the Website that will be delivered to you directly by a Brand (as shown in the table below), you will be notified of this ahead of your purchase.

1. When you purchase a Dropship Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences: 
   1. The Brand will deliver Dropship Product(s) direct to you from their warehouse.
   2. Dropship Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available. 
   3. Dropship Product(s) will be sent separately from other items in your order.
   4. If you need to return a Dropship Product, you must send this to the relevant returns address set out in the table above. Dropship Products cannot be returned to stores. 
   5. Returns for Dropship Products are eligible for refund only, no exchanges are available.
   6. Gift cards cannot be used as a method of payment for Dropship Products.
   7. Promotions and discount codes do not apply to Dropship Products.
2. In accordance with the Seller’s Privacy Policy, we will share details of your order with the Brand to fulfil your order.
3. Please also note the following additional terms, which are specific to GAME Dropship Products only:  
   1. You must be 12 or older.
   2. Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
   3. We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
   4. You cannot redeem or earn GAME Reward or GAME Elite Reward points on Dropship Products, and purchases of Dropship Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.

When you select a product on the Website that will be sold to you directly by Adidas or Reebok (“Marketplace Product”), you will be notified of this ahead of your purchase and the contract of sale will be between you and Adidas (UK) Limited (company number 1075951 and registered office at Pepper Road, Hazel Grove Stockport, Cheshire, SK7 5SA) (“Adidas”).

We sell some Adidas and Reebok products to you directly and where that is the case, these terms will not apply and your contract of sale will be between you and the Seller, in accordance with its terms and conditions. 

The Seller’s terms and conditions of sale will still apply to the purchase of Marketplace Products, with the following differences:

1. Contract formation
   1. To enter into a contract with Adidas, you must fulfill the following requirements:
      1. You must be above 16;
      2. You must not be a reseller; and
      3. You must guarantee that all information given is accurate.
   2. All information regarding Marketplace Products on the Website is an ‘invitation to treat’ only and is not an offer for sale or a binding contract. You placing an order is an offer to Adidas to purchase the listed Marketplace Product(s), which is subject to acceptance by Adidas. Adidas are entitled to verify or refuse to accept an order without providing reasons and with no liability to you or any third parties.
   3. Acceptance of your order and formation of a contract of sale between you and Adidas will not take place unless and until you receive confirmation that the Marketplace Product(s) have been shipped to you.
   4. If Adidas do not confirm acceptance of your order within ten working days, it is deemed to have been refused.
   5. Adidas may choose not to accept your order at their own discretion. Examples of when they may not accept your order are as follows:
      1. If Marketplace Product(s) are shown on the Website but are not or no longer available.
      2. If we are unable to obtain authorisation of your payment.
      3. If shipping restrictions apply to Marketplace Product(s).
      4. If Marketplace Product(s) shown on the Website contain a (manifest) error such as being incorrectly priced or otherwise incorrectly described or shown.
      5. If Adidas are unable to process your order due to technical reasons.
      6. If Adidas know or reasonably suspect an order was made with the assistance or involvement of any software, robot, crawler, spider or other automated means or device.
   6. In the event that Adidas do not accept (part of) your order, Adidas shall be entitled to cancel (part of) your order without incurring any liability towards you or a third party. Following the cancellation Adidas will provide you with a refund for the amount paid to Adidas under the cancelled (part of the) order.
   7. Adidas reserve the right to cancel your order after the creation of the contract of sale, thereby terminating the contract of sale, for any of the reasons set out at Clause 1(e)(i)-(vi) above. Following the cancellation, Adidas will provide you with a refund for the amount paid to Adidas under the cancelled (part of the) order.
2. Retention of Title
   1. Until you have paid all amounts owed to Adidas in full, the Marketplace Product(s) will remain the property of Adidas and you may not sell, dispose of or claim any right against the Marketplace Product(s) until all outstanding amounts have been paid to Adidas and full title in the Marketplace Product(s) has passed to you.
3. Maintenance of products
   1. Adidas draws your attention to the washing and maintenance instructions printed on the labels of any Marketplace Product(s). Adidas are not liable for any damage resulting from the user’s incorrect handling of Marketplace Product(s) or not following the washing and maintenance instructions. 
4. Liability for damage/defective goods
   1. Returned Marketplace Product(s) are inspected by the Adidas Quality Assurance Department and refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. Adidas undertake to fully refund the cost of any defective products.
   2. If the problem was caused by reasons other than materials quality or assembly process, the original Marketplace Product(s) will be returned to you. Adidas do not refund Marketplace Product(s):
      1. obtained from a source other than the Website;
      2. that have been damaged by abuse or negligence (e.g. exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.); and/or
      3. that have been damaged by misuse or activities other than the intended purpose (e.g. use of running shoes for court sports or hiking footwear as work boots, etc.).
   3. Please note the life expectancy of Marketplace Product(s) depends on the individual using it, the conditions of use, and the characteristic wear patterns of the user. Damage resulting from normal wear and tear or where the reasonable lifespan of the Marketplace Product(s) has been exceeded are not replaceable or refundable.
5. Payment methods
   1. When purchasing a Marketplace Product(s), this will be done through the third party payment processor Stripe Payments Europe Limited.
6. Delivery
   1. Standard delivery is the only delivery method available for Marketplace Product(s).
7. Statutory Right of Withdrawal
   1. You have the right to withdraw from your contract with Adidas within fourteen (14) days without giving any reason. Note that this right of withdrawal does not apply to Marketplace Product(s) not suitable to be returned for health or hygiene reasons and where a seal has been removed after delivery.
   2. The fourteen (14) day period shall start from the date you, or a third party named by you (who is not the courier), takes possession of the Marketplace Product(s), or, upon the delivery date of the final Marketplace Product(s) (where your order contained multiple products to be delivered separately) (“Withdrawal Period”).
   3. To implement your right of withdrawal, you must notify the Seller of this in writing before expiry of the Withdrawal Period by contacting Customer Services (“Withdrawal Notice”).
   4. You must send the Marketplace Product(s) in suitable packaging immediately after, but in any event no later than, fourteen (14) days from the date of the Withdrawal Notice, in accordance with the Adidas returns and withdrawal policy.
   5. As long as you comply with clauses 7(c) and (d) above, Adidas shall reimburse all payments received from you, including delivery charges (provided the returned product(s) represent(s) the complete order), within fourteen (14) days from the date of the Seller receiving the Withdrawal Notice. Adidas shall use the same method of payment used making the original transaction, unless Adidas arrange a different method with you; you will not be charged any fees for such repayments under any circumstances. Adidas may withhold reimbursement until it has received the returned Marketplace Product(s), or until you have submitted proof that you have returned the Marketplace Product(s), whichever comes earlier.
   6. Where Adidas finds, upon inspection of the returned Marketplace Product(s), that improper handling by you or a third party on your behalf, has reduced its value, you shall pay for any diminished value of the Marketplace Product(s).
8. Voluntary Return Guarantee (in addition to your Statutory Right of Withdrawal)
   1. In addition to and without affecting your right of withdrawal (and any other applicable statutory rights), Adidas grant you an additional Voluntary Return Guarantee. This allows you to withdraw from the contract of sale, without specifying any reasons, for an additional sixteen (16) days beyond the Withdrawal Period, so a total return period of thirty (30) days (“Voluntary Return Period”) is given as a contractual right of withdrawal.
   2. Adidas offer this Voluntary Return Guarantee during the Voluntary Return Period subject to the provisions of Adidas’s returns and withdrawal policy.
   3. The Marketplace Product(s) must not have been used or damaged beyond normal inspection use and must be returned in its original packaging. Returns of clothing items can only be accepted if the original label has not been removed (none of the aforementioned affect your legal statutory rights as described above, in particular your warranty rights and your right of withdrawal).
   4. Adidas must be in receipt of the Marketplace Product(s) you are returning prior to the end of the Voluntary Return Period (which shall be thirty (30) days from the delivery date of your Marketplace Product(s), or the delivery date of your final Marketplace Product(s), where your order contained multiple products to be delivered separately).
   5. Adidas reserve the right to reject the return and shall not give any compensation under this Voluntary Return Guarantee for returned Marketplace Product(s) that do not comply with these terms.
   6. If you withdraw from a contract of sale during the Voluntary Return Period, in accordance with Adidas’s returns and withdrawal policy and these terms, Adidas will reimburse all payments from you, including delivery charges (provided the returned Marketplace Product(s) represent the complete order, within fourteen (14) days after receipt of the Marketplace Product(s). For this repayment Adidas shall use the same method of payment that you used making the original transaction, unless Adidas arrange a different method with you; you will not be charged any fees for such repayments under any circumstances.
9. Returns
   1. Links about how to return your Marketplace Product(s) can be found below. If you need any further assistance or help, please contact the Seller’s Customer Services team in the first instance.
      1. https://help.sportsdirect.com/en/support/solutions/articles/80000806420
      2. https://www.adidas.co.uk/help/what-is-the-return-policy.html
      3. https://www.adidas.co.uk/help/how-do-i-return-my-products.html
10. Exchanges
    1. No exchanges are available for Marketplace Product(s).
11. Gift cards
    1. Gift cards cannot be used for Marketplace Product(s).
12. Subcontracting and assignment
    1. Adidas reserves the right to sub-contract, transfer, assign or novate all or any of their rights and obligations under these terms and conditions provided that your statutory rights are not affected. You may not sub-contract, assign or otherwise transfer any of your rights or obligations under these terms and conditions without Adidas’s consent in writing.
13. Conflict
    1. Where there is a conflict between these terms and the Seller’s terms and conditions, these terms will apply. 
14. Severance
    1. Each clause within these terms will interpreted separately and independently from the others. If any clause is considered invalid, void or otherwise unenforceable, it shall be removed from these terms and will not affect the enforceability of the other clauses in these terms.
15. Applicable Law & Jurisdiction
    1. These terms will be governed by the laws of The Netherlands. Dutch law applies to the sales contract, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG). This does not affect the applicable statutory rights under the law of your country of residence.
    2. You may bring any dispute which arises under these terms and conditions, to either the competent court of Amsterdam, the Netherlands, or to a competent court of your country of habitual residence (for EU member states only), at your discretion. Adidas shall bring any dispute which may arise under these terms and conditions to the competent court of the your country of habitual residence (EU Member States only) or otherwise the competent court of Amsterdam, the Netherlands.

Flannels - Privacy Policy

We view the security of our customer's data as paramount. Any personal data you provide to us and from which you can be identified is stored securely and confidentially and is processed in accordance with applicable legislation and this privacy policy, which sets out what personal data we collect about you when you interact with us and how we use your data.

We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your information to applicable industry standards.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

So you only need to look in one place to find out all you need to know about how the Group collects and processes your personal information, this policy covers our Website (being any website operated by The Flannels Group Limited), our App (being any app operated by The Flannels Group Limited or a Group company), our stores and any correspondence you have with the Group in relation to our retail offering.

Any changes we make to this policy will be reflected on this page and notified to you by email, where appropriate.

Who we are

As set out in our terms and conditions, this Website and the App are operated by The Flannels Group Limited, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. Company number: 02318510, ICO registration: Z8021919. The Flannels Group Limited is the data controller in respect of information collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of personal information or this privacy policy, you can write to Data Protection, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY.

Information we may hold about you

When you register to use our Website or App, purchase a product, register to receive our emails, apply for a job, enter a competition or promotion run by the Group or contact us, personal data you provide, such as your name, date of birth, contact details (including social media accounts), telephone number, transaction history, log in and payment information, will be collected.

When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our emails, receive and open or click our emails, or make a job application, we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.

In our premises, including our stores, we use CCTV to monitor and record images for the purposes of security and health and safety, and store the images centrally.

In circumstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circumstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.

How we may use your personal data

We may use your personal data in the following ways:

• to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data). Our list of third party processors can be accessed here.

• to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;

• to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply;

• to register you on the Website or App (where this involves setting you up with an account, we will use your personal information to maintain and update your account (e.g. such as a change of address or change in your marketing preferences);

• to administer our Website and App;

• to analyse, and improve, the use of our Website, App and retail offering, including how you move around our Website, App or retail stores;

• to administer any competition run by the Group. Please refer to the specific terms and conditions for each competition;

• to measure and analyse our advertising;

• to make suggestions and recommendations to you, other users of our Website and App, and users of the services of our Third Party Advertisers about products or services that may interest you or them;

• to keep in touch with you regarding your marketing preferences;

• to keep our Website, App and network safe and secure;

• to process payments, and detect and prevent fraudulent transactions and/or any other criminal activity (we may pass your details to a third party to carry out these functions); and

• to assess and process your job application.

We process this data where you have given us consent to use it, where it is necessary to perform our contract, to take steps at your request prior to entering into a contract, where required by law or in pursuit of our legitimate interests where these are not overridden by your rights and interests, such as to provide appropriate marketing and to maintain our services.

How long we keep your information

We will not keep your personal information for any purpose(s) for longer than is necessary and we will only retain the relevant personal information that is necessary in relation to the purpose.

We will retain the personal information you provided on registering an account on our Website or App so long as that account remains in existence.

In the case of any contact you may have with our customer services department, we will retain those details for as long as is necessary to resolve your query and for a short period after the query is closed.

On making a purchase through our Website or App, we will retain certain limited personal information such as your name, email address and postal address until you ask us to update or delete those details for the purpose of reporting new and existing users to our affiliate advertisers. We retain transaction information for the longer of as long as you hold a Recognition Loyalty Programme Account or required by law. We will retain information regarding your website browsing history for a similar period.

If we are legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also retain some of your personal information for a limited period of time, even after you have closed your account.

We retain CCTV recordings centrally for up to 30 days, and for a longer period if they are relevant to an incident, complaint, investigation or legal proceedings.

We will retain information relating to any job application for as long as it takes to process your application and, if it is unsuccessful, for an additional period of around 6 months. If your application is successful, your information will be retained in accordance with our staff privacy policy.

We will retain your information for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place.

How we might share your personal data

We may share your personal data with:

Other companies in the Group which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006;
We may also share your personal data with carefully selected third parties who assist us in providing you with products, advertisements and services. This will include the following types of third party:

• Our professional advisers, including, without limitation, our insurers;
• Our suppliers, business partners and sub-contractors;
• Our Third Party Advertisers;
• Our Direct Supply partners, who will provide certain products/services directly to you and will require your personal data to process and deliver your order (including warehousing, order packing, delivery, returns and general administration);
• Our Direct Supply middleware providers, who operate the platform through which the order you place on this Website is shared with the relevant Direct Supply partner; and,
• Search engine and web analytics providers.

You can find out more information about the third parties with which we may share your information here.

We will only share your personal data with third parties where it is necessary for them to provide us with the services we need.

In the event that we were to sell our business or assets, we may disclose your personal data to any prospective/actual purchaser and/or their advisers.

We may also disclose your personal data where we are subject to a legal obligation to do so, in connection with the prevention or detection of crime, for the purpose of establishing, exercising or defending our legal rights, or where we consider that we receive a valid request for disclosure. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information or any other information we obtain about you, we are entitled do so.

Our Website and App may, from time to time, contain links to and from the websites of third parties or utilise a piece of software or a service which requires your personal information be shared with a third party. Please note that these third party websites/providers have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any information to these websites. Privacy policies for third party providers are set out in our list of third parties.

Where we store your personal data

The information that we collect from you may be transferred to, and stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers, third party providers, including, Direct Supply partners and middleware providers. Where we do so, the third country's data protection laws will have been approved as adequate by the European Commission, or other applicable safeguards are in place

Your rights

You have the right to ask us not to process your personal data for marketing purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data, clicking the unsubscribe button on any communication we have sent to you, by accessing the customer preference centre or by contacting us.

Where you have consented to us using your personal data, you can withdraw that consent at any time.

If the information we hold about you is inaccurate or incomplete, you can notify us and ask us to correct or supplement it.

You also have the right, with some exceptions, to ask us to provide a copy of any personal data we hold about you. If you chose to exercise this right, then in certain circumstances any access request may be subject to a fee to meet our costs in providing you with details of the information we hold about you.

If you have any queries or concerns regarding how we use your personal data, please write to Data Protection, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. If you are not happy with our response, you can contact the Information Commissioner's Office: https://ico.org.uk

Flannels - Cookie Policy

This policy explains what cookies are, how we use them and how you can switch them off.

What are Cookies and other tracking technologies?

Cookies are small files which are stored on your internet browsing device (e.g computer, tablet or phone) when you visit one of our websites, use our app, receive and open or click into our emails or see one of our adverts elsewhere on the internet. Cookies don't store personal details such as your credit card details, your name or your date of birth. They play an important role in helping us to enhance the usability and performance of our websites and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. Other tracking technologies, like web beacons, clear GIFs, page tags and web bugs, are used to understand how people are using our services and to target advertising.

As well as the cookies we use on our website, we use cookies and similar technologies in our emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. If you don't want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.

When you first use our Website, we will ask you to consent to our use of cookies and give you information about them. If you continue to browse our website and don't take steps to change your preferences, you are consenting to our use of cookies.

What types of Cookies do we use?

Our Website uses session cookies and persistent cookies. Session cookies operate from the moment you enter the website until the moment you leave. Once you log off, session cookies are deleted. Persistent cookies will not be deleted after each session.

Strictly necessary cookies are essential to our website. If these are disabled, your experience on our website may be interrupted and you may not be able to use a shopping basket or make payment.

Performance cookies collect anonymous data about visitors. We use the data to improve your future experience and identify issues that our users may be experiencing.

Functionality cookies customise the look and appearance of our Website. For example, a functionality cookie will remember your username and language preferences next time you visit.

Targeting or advertising cookies deliver advertisements which are tailored to your web activity. A targeting cookie tracks what you click on whilst on our website, and may share details of what you click on with other organisations (such as advertisers). These cookies can also help us to measure the effectiveness of an advertising campaign.

Third party cookies may be used on our website by approved organisations to provide services on our website.

A list of all the cookies that we, our advertising network and technology partners use can be found in our cookie list details below.

How we use Cookies and other tracking technologies

We use a combination of our own cookies, third party cookies and other tracking technologies to enhance your browsing experience and to enable our website and app to function efficiently. In particular, we use cookies to:

• enable you to set up an account, place orders and make payments

• remember items you place into your shopping basket

• remember items you have been looking at so that you can quickly and easily go back to an item you looked at previously

• enhance and personalise your shopping experience

The default setting on your web browser is to prohibit cookies, but you may have changed this during the installation process. You can also choose which cookies the Group places on your computer when you access our website and can manage this in our preference centre. Further information on cookies, including instructions on how to amend your browser settings to turn off cookies, is available widely online. However, if you disable or delete certain cookies you may not be able to shop or access important parts of our website.

Cookie List: