Placing Your Order - Terms And Conditions

General. These terms and conditions will apply to all transactions with Trekmates. Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the Courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights.

By ordering on the web site, via mail order or by telephoning or faxing your order to us, you are agreeing to these terms and conditions.

All references to the ‘Company’, ‘us’ or ‘we’ will refer to Trekmates. All references to the customer shall mean the person or persons purchasing or agreeing to purchase goods from the Company.

How to order. At present we are only able to process orders on-line and faxed or mail orders to our Rani Drive address.
Order processing. Our aim is to process all orders received before noon, the same day and all orders received after noon within 24 hours. This means that (subject to the efficiency of the Royal mail) that you should receive your order within 2-3 days. We will notify you immediately if any item is out of stock.

Payment and site security. We accept VISA, VISA Debit, VISA Electron, Mastercard and Solo. We are fully committed to providing full security through our on-line service. We use secure socket layer (SSL) technology to ensure that your details are safe for all sales transactions with us. All information is fully encrypted so that it cannot be read by third parties. Yours browser should confirm that you are shopping in a secure environment by showing a locked padlock icon or an image of a key in the bar at the base of your screen. All credit card transactions are subject to validation checks.

Standard UK delivery. £3.95. All UK orders will be sent by Royal Mail Parcel Force.

Express delivery. Price on request only. Next day delivery for orders received by 12 noon. Orders placed on a Friday pm weekend or bank holiday will be processed the next working day. A signature is required upon delivery of these orders.

Overseas delivery. EU Countries – flat rate €12 will be added to each order; Rest of the world price on request only;. A signature is required upon delivery of these orders.

Prices. All prices include VAT at the current rate of 17.5%. Exceptions to this are orders for kids clothing products which are zero rated. We reserve the right to alter prices without notice especially in the event of error.

Returns & exchanges. Should you wish to return an item for any reason for a refund or exchange please do so within 28 days. Unless faulty, goods must be returned in a saleable condition. When returning goods please remember to enclose a copy of the original receipt and tell us if you want a replacement or a refund. When returning faulty or incorrect goods please explain clearly what you feel is wrong. We will only refund the delivery cost if we have despatched incorrect, damaged or faulty goods. You will be responsible for any returned goods until they reach us. Please make sure you get proof of postage and that the method of delivery requires a signature as in the event of a lost package we will not be able to accept responsibility unless a signature can be supplied. Credit card refunds can only be credited back to the original card the goods were bought with. This policy does not affect your statutory rights.

Distance selling regulations. You have a right to cancel your order within seven working days following the day after the date of delivery for any unused item purchased through the catalogue or website under the distance selling regulations for refund. To cancel any item, you can e-mail, fax or write to us quoting your customer number and order number. You must take reasonable care of the goods. Goods must be returned to us within seven days of your notice to cancel. All goods are returned at your own cost unless the item is deemed faulty or incorrect, where we will refund the cost on receipt of the goods. Should you require your unwanted goods to be collected, we will deduct the appointed couriers direct costs from the refund given. Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund within 30 days of your notice to cancel.

Colour origination. Every attempt has been taken to describe and portray all products on the web site as accurately as possible, however the limitations of the media are such that there might be slight variations from the original items.

Content. Any information displayed on our web site or other printed matter is not regarded to be authoritative or certified and is only considered to be supplementary advice.

Privicy. We are committed to protecting your privacy. We will only use the information that we collect about you legally in accordance with the Data Protection Act 1998. We will not e-mail you in the future unless we feel we have an offer you may be interested in and we will not even do that unless we have asked and received your express permission.

We will only use this data for our own marketing purposes and to keep you up to date with any news offers or information about the Company. The type of information which we collect will include your name and title, address, contact telephone numbers, e-mail address, payment and order details.

You can gain access to the information which we may hold about you by sending an e-mail to our customer service, or by writing to the Data Protection Officer, Trekmates, Unit 1 Rani Drive, Basford, Nottingham NG5 1RF. We will provide a readable copy of any personal data we hold about you within 30 days of receipt of your request. We will of course, require proof of your identity before we would release any data. This service is provided at a flat rate charge of £10 payable in advance. Where information is found to be incorrect we will correct or delete it. We also reserve the right to refuse to release data upon giving reasons for our refusal.

Complaints. Any complaint or compliment can be sent to our customer service at Trekmates, Unit 1 Rani Drive, Basford, Nottingham NG5 1RF. Our target is to deal with all complaints within 5 working days of receipt.