Information and Terms and Conditions
Your Satisfaction Guarantee
Brookbank Sailing is part of Brookbank Limited, the UK's leading Canoe & Kayaking equipment suppliers We carry one of the largest ranges and quantities of stock in the country and have gained a superb reputation for our service. We are not a faceless web business, we are paddlers and sailors actively involved in many branches of our sports at various levels and are able to offer excellent advice.
We make every effort to ensure the goods you order are suitable for the purpose intended and are free from any defects. Most products are supplied with a manufacturers 12 month warranty against defects in workmanship or materials. Certain items may be excluded from warranty such as latex seals, used goods and sale or end of line items. Wear and tear, accidental or intentional damage or inappropriate use are not covered by any warranty. Your statutory rights are not affected.
Copyright
All information contained on our web sites and printed promotional material remains the property of Brookbank Ltd and its suppliers. Unauthorised copying or reproduction is strictly prohibited
Methods of Payment
We accept the following debit cards only on line or by phone
Visa, Mastercard, Switch, Solo, Maestro
By debit card (your details are securely encrypted before being transmitted)
By requesting an invoice & sending payment by cheque to clear before delivery
For organsiations we may be able to set up an account and invoice you.
Privacy Policy and Security of Information
You can be assured that any personal information remains confidential. We do not pass on any details to any other organisation. Our customer database is housed on a secure server and our combined mail order, e commerce and EPOS system complies with the requirements of the data protection act.
When you place an order, we need to know your name, e-mail address, delivery address, credit or debit card number and expiry date. We also ask for your phone number, so that we can call notify you of your order status. We may occasionally send you notice of special offers by email or post. You have the option to opt out of receiving emails when you set up your account with us or you can inform us at any time that you do not want to receive emails from us.
Website and Brochure Accuracy
We try to keep our website as accurate and up to date as possible with regards to specification, colours, materials and prices. We deal with thousands of products from a large number of manufacturers and changes do occur. We cannot be held responsible for changes to products supplied in respect of any of the above factors shown on our website or in our printed brochure.
Product Availability
Some products may at certain times experience delays in supply due to the specialist nature or unexpected high demands. We will try to keep you informed of the status of any incomplete orders. If products are not likely to be available within a reasonable timescale you will be offered the option of a suitable alternative as close as possible in specification and price or to your original order. You of course you have the option to cancel your order and obtain a refund if applicable. For special order items we may be unable to refund any deposit.
Certain items seen on our website may be limited in availability. We reserve the right to cancel any order made with us in such cases for whatever reason.
Sale and Special offer items.
Sale items, end of line and clearance offers are available on a first come first served basis. The publicising of a product on offer on our website does not guarantee availability and we reserve the right to cancel any orders in such cases if the product has sold out or is not available for any reason.
Acknowledgement of Order
E-mails are an acknowledgement of your order and not confirmation that a contract has been agreed for the sale of the above goods. The contract for the sale of the above goods shall be formed when we dispatch your order, and therefore shall not become binding upon the either party until this time.
Delivery Charges & Delivery Details
Delivery charges are displayed on our website and printed brochure. We reserve the right to change these at any time. They are intended as a guide as to what you can expect to pay.
Lead/Delivery Times UK Customers
We aim to process and complete your order as soon as possible and our track record for prompt supply of orders is the best in the industry. Stock items are dispatched within 2 working days of receiving your order. Non stock items in general take 7 to 28 days. Lead times for any special order items will be obtained from the manufacturer and passed onto you.
Please note however we are unable to guarantee lead or delivery times or deadlines. Many factors beyond our control such as postal services, couriers or suppliers may thwart our best efforts and we cannot be held responsible for any delays that are caused beyond our reasonable estimate. We will of course and try, and do in most cases meet or better your requests on lead times.
Delivery Methods – UK Customers
Small Items – examples - Single spray deck, book, Top,
Small items are sent using either Royal Mail recorded or Special delivery. Both these are signed for delivery services. Recorded delivery is used for lower value orders under £100 and takes 1 to 3 days from dispatch. Next day special delivery is available at an extra charge on small items. Special delivery is used for orders of small items over £100 in value and is next working day from date of dispatch.
Large Items – eg - Paddles, boxes, kayaks under 3m
For larger bulky items such as paddles, boxes of kit or small kayaks we use a courier service This is usually a next working day service from dispatch although this is not guaranteed. A next day guaranteed service is available at extra charge. Please call or email for details.
Large Items and Bulk Orders – eg - Kayaks over 3m, canoes, sailing boats
For larger order of canoes, large kayaks, sailing boats or other larger orders we will arrange delivery by our own vehicle. We charge a nominal fee for this and we group deliveries together by region for logistical and cost reasons. (to keep the cost down to our customers)
At the time of ordering we will try to give you an idea of an expected date for your area. Nearer the time we will contact you to arrange a date and an estimated time of arrival. We are unable to guarantee delivery dates but you can be assured we will make every effort to get your order to you as soon as practical.
Instructions for Receiving Orders
On arrival please inspect package for any signs of damage. If none is apparent you can either sign for the goods or insist that you open and inspect the goods before signing the consignment note. If a consignment note is signed and the goods are later found to be damaged we cannot deal with any claim for damage.
Collection of Orders From One of Our Outlets
Collection of orders can be arranged from any of our outlets in Stockport, Lancaster, Warwickshire, Carlisle or Perth. All outlets are easy to get to. Collecting your orders is sometimes very beneficial as you have the option to try items on, see before you buy, receive advice and you are not having to rely on couriers or shipping companies or waiting in for your order to arrive. You have the option to arrange collection from any one of our outlets during the order process. The order will normally be available for collection within 7 days.
Overseas-Export Customers Delivery Details
We carry a large amount of stock and aim to deliver stock items within 14 days. For non stock items lead times will be quoted for on or shortly after ordering. Please note that we do not ship canoes or kayaks outside the UK ourselves. We are happy to supply canoes or kayaks to overseas customers if you are able to arrange shipping from the UK yourself. Goods can be collected by your shipping company or we can deliver to a mainland UK address at our normal UK delivery rates.
Delivery Methods and information EU Customers
All prices shown on our catalogue pages include Value Added Tax (VAT) at the current rate. To calculate the amount without VAT divide by 1.2. VAT is included in supplies to all EU countries for private customer orders and will be itemized on your invoice. For EU customers with a VAT registered business and VAT number we can supply goods net of VAT. Please email for details.
Delivery Methods and Information Rest of the World (Non EU) Customers
Non EU customers can make substantial savings on the prices shown on the catalogue. All prices shown on our catalogue pages and website include Value Added Tax (VAT) at the current rate. Goods will be supplied to non EU countries with the VAT deducted. To calculate the amount without VAT divide by 1.2.
Product Warranty & Returns Policy
We make every effort to ensure the goods we supply to you are suitable for the purpose intended and are free from any defects. You are free to return unwanted goods that are unused within 30 days of delivery. Goods that have been used cannot be retuned unless there is a warranty claim for the product.
Most products are supplied with a manufacturers 12 month warranty against defects in workmanship or materials. This warranty applies only to the original purchaser. Certain items may be excluded from warranty such as latex seals, used goods and sale or end of line items. Wear and tear, accidental or intentional damage or inappropriate use are not covered by any warranty. Your statutory rights are not affected.
Product Returns and Warranty Claims Procedure
If you suspect you have a faulty product supplied by us please contact us in the first instance by phone. Some problems may be resolved or avoided by an explanation or advice from one of our knowledgeable staff.
If you need to return the goods to us please do so by sending the goods with the original packaging and all labels and tags back to us by a secure delivery method. We recommend you use Royal Mail recorded or special delivery or a courier as we cannot be held responsible for non arrival of goods. Please enclose a letter detailing what is wrong, contact details and if possible a copy of the original receipt or invoice. This will allow us to gain all the relevant information on which to process the return as quickly as possible.
On receipt of the goods we will inspect the products and contact you within 48 hours to confirm receipt of the goods and explain the next action to be taken. In some instances we reserve the right to return the item to the manufacturer for further inspection or testing. If the problem is covered by warranty we will arrange a suitable replacement, alternative or refund. The cost of posting or shipping the items back to us may be refunded to you at an agreed level equivalent to our normal stated delivery charges for that product.
Product Exchanges & Refunds
PLEASE NOTE ALL BROOKBANK STORES ARE NOW CLOSED. DETAILS WILL BE PUBLISHED ROM 5TH JANUARY 2013 ON WHERE TO SEND RETRUNS TO
If you need to exchange a product for an alternative, for example if you have the incorrect size please do so by sending the goods with the original packaging and all labels and tags back to us by a secure delivery method. We recommend you use Royal Mail recorded or special delivery or a courier as we cannot be held responsible for non arrival of goods.
Please enclose a copy of the original receipt or invoice. Please advise what the reason for the return is and the action you require regarding a replacement or alternative. This will allow us to gain all the relevant information on which to process the return as quickly as possible. On receipt of the goods we will inspect the products and contact you within 48 hours to confirm receipt of the goods and explain the options for an alternative or replacement.
You are responsible for return postage costs to us and the goods must be in an unused and as new condition. Postage back to you of the new item will be paid for by us except for canoes. Kayaks and paddles. We reserve the right to charge a 15% re stocking fee.
Disclaimer
Canoeing, kayaking, sailing & climbing are assumed risk activities. Brookbank Ltd, its employees, suppliers and sub contractors cannot be held responsible for any loss, damage, injury or death however caused. It is the customer’s responsibility to ensure they have the sufficient knowledge, skills and equipment for the activity they have chosen to partake in. Ensure you are familiar with all the relevant safety practices and procedures for your equipment and for the location in which you are using it.
Brookbank Limited - In Administration
JM Titley and A Poxon were appointed as Joint Administrators of Brookbank Limited on 11 December 2012. The affairs, business and property of the Company are being managed by the Joint Administrators. The Joint Administrators act as agents of the Company without personal liability.
Brookbank Ltd is registered in England and Wales. Registration number: 4451592. Registered office: Units D1-3, Stockport Trading Estate, Yew Street, Stockport, SK4 2JZ
