RETURNS & WARRANTIES
ALL RETURNS – PLEASE EMAIL TO INFORM OF ANY RETURNS OR EXCHANGES BEFORE SENDING BACKDownload Datasheet
Please complete the form on the link above to the best of your ability, this can be done online or printed off and filled out and sent back to us (either prior to or with the return).
If you fill this form out via computer, please email directly it to us, if you print out and return with your product, we will still require written confirmation (fax, letter, email) of you cancellation within 14 days of receiving your item.
This form is applicable for both standard and faulty returns.
You are not obliged to fill this form out to return a product, however you will still be required so send written confirmation of your cancellation within 14 days of receiving your item for the cancellation to be valid (via email, post or fax).
Any returns must be authorised with a member of our sales team prior to any return. Your return will be confirmed via return email. Please print out and fill in the returns note, or a relevant note explaining who you are and what you would like to happen; if this does not accompany the returned item no refund will be given.
Unless the product is faulty, we do not accept the return of any specially ordered item, any product which has been removed from its original packaging, or any product which has been altered in any way on request of the customer. For faulty products please inform us within 10 working days of receipt. Items outside of this time will be subject to the manufacturer’s warranty. This only applies to consumer purchases, not business purchases.
Depending on the product and supplier, a 20%, pre-VAT handling charge may be applied; you will be informed of this during the returns procedure.
If a more expensive delivery option is selected than the standard delivery charge, Sibbons hold no obligation and the consumer is liable to cover the difference in cost between postage rates.
Responsibility for return postage lies with the customer, and we accept no liability for loss or damage incurred during the transport of the item to us. If it is not received, or is not received back in the same condition it was sent out, no refund will be given. Any item sent back incorrectly will not be refunded and will either require an extra postage charge to return, or collection will have to be arranged by the customer.
Sibbons shall not be liable for a breach of any of the warranties stated above unless written notice is given within 10 working days of a fault in line with our “Returns” policy. The company then must be given a reasonable opportunity after the product has been sent back (customer covers cost) to our place of business for a full examination of the product to take place.
Cover is also lost if the item is used after a return has been arranged, if the customer failed to follow any advice or instruction from Sibbons, it was not stored correctly, did not follow good trade practice or was not maintained. Also if the buyer attempts any repair themselves, or changes the nature of the product, all warranties become void.
No refund will be offered for any product showing use beyond the handling necessary to see whether the goods are as expected as stipulated by the Consumer Contracts Regulations, 2013 (this is including, but not limited to clothing being worn beyond being tried on/destruction of packaging/excessive removal of packaging or use beyond what is expected to determine the use of the product).
Any items requested to be modified before purchase (items being built, any badges/personalisation etc.) will not be accepted for return and no refund will be offered, onus is on the consumer to ensure that all items are correct prior to modification.
We withhold the right to deduct any value of the total of a refund based upon any ‘value of service’ that may have taken place in the sending of the goods (any time spent beyond what is expected in sending/constructing etc any products).
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.
If you wish to return an item you must notify us in writing by fax, letter or email within 14 days of receiving your goods.
We do not accept cancellations by phone call.
In crediting the customer, we comply with Consumer Contracts Regulations, 2013.
We withhold the right to cancel and refund any order prior to dispatch.
We have 14 days to offer a refund from the time we receive the goods back.
This cooling off period does not apply to any badged/personalised items that you may have purchased from us.
This also only applies to consumer purchases, not to business purchases.
When at all possible returns for Mascot products need to be in their original packaging and you are likely to be credited 80% of the products value to reflect the charge we receive from the manufacturer.
General warranties are often more efficiently dealt with by the manufacturer.
We withhold the right to refuse any non-faulty return.
ALL BOOT PURCHASES MUST BE RETURNED IN THE ORIGINAL BOX.
Any order not returned in the box it was supplied in for return or exchange will not be refunded.
EXCHANGES & CANCELLATIONS
The same procedure will need to be followed with returns (i.e. 14 days notification), a returns note will be required for the product. However (assuming due to customer error/taste, wrong size, wrong product), the customer is liable for all postage costs from both ends.
Please let us know as soon as you possibly can if you would like to cancel an order, unless the order has been shipped this is usually done with very little hassle (if order has been dispatched please follow returns procedure), orders from certain companies such as Mascot and Footsure may be chargeable depending on the product order, you will be informed of this around the time of the cancellation, this will not affect your statutory rights or violate any relevant regulations.
Under the Consumer Rights Act all products received must be of satisfactory quality, fit for purpose and as described. However depending on the product (e.g. clearance), some cannot be held to as high a standard as others.
After 30 days you cannot demand a full refund in the first instance but still have the right to a repair or replacement (depending on cost/availability). After other options have been exhausted a full refund is only available within the first 6 months of purchase.
A fault has to be present at the time of purchase, after 6 months the onus is on the consumer to prove that the fault has not developed since.
INCORRECT AND FAULTY PRODUCT RETURNS
With regards to returns of faulty or incorrectly sent orders, while it is still your responsibility to return these items within the time frame given in our terms and conditions, we are required to refund the charge. This however is limited to what would be the standard charge for the service (so for example, 1st class recorded charges, not 1st class recorded pre-9am special delivery), any extra cost in this case is the customers’ responsibility. In cases such as this where the cost is over and we are not responsible for the excess value, we may instead refund our online delivery charge to cover the cost.
Re-postage from Sibbons will not be charged.
While replacements and refunds are available, we do not offer compensation for incorrect or faulty products, we will however endeavour to fix whatever problem arises as well as possible.
i) Contact the sales team at email@example.com.
ii) Contact for unwanted products must be made within 14 days of the receipt of the product; any later returns may not be credited. For faulty products please inform us within 10 working days of receipt. Items outside of this time will be subject to the manufacturer’s warranty.
iii) It is your responsibility to return the item, please ensure the product is securely and safely wrapped with the returns form in place. Any damage may result in a credit not being issues.
iv) Please send the item back to our main address, we can only arrange for collection if the product is incorrect or faulty. If it is a local delivery with one of our own drivers, returns can only be made if pre-arranged and complete with a current returns form.
v) If you are exchanging a product, please inform us as soon as possible which product(s) you require instead to ensure the fastest possible turnaround.
We recommend the following companies for your returns, these are just a guide, please feel free to use any appropriate service:
Up to 1kg:
Royal Mail Recorded Delivery
Up to 5kg:
My Hermes – available at many local stores/for collection – book online: myhermes
Up to 25kg
P4D/Parcelmonkey – set for collection or to drop at depot – p4d
Sibbons (Alresford) Ltd
LIABILITY & WARRANTIES
1) Where goods have been sold on a consumer transaction, as defined by the Consumer Transactions order 1976, these conditions do not affect the statutory rights of the buyer.
2) If a valid claim is made with regards to any defect in the quality or condition (beyond what is expected of the product), or of failure to meet the minimum specification of the product (unless covered directly by a manufacturer’s warranty), we, as the seller, shall be entitled to replace the goods or relevant part, or refund an amount as appropriate, but we shall have no further liability to the buying customer.
3) Excluding consumer purchases (within the definition of the Unfair Contract Terms Act 1977), all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.
4) Any claim by the buyer for returns must be submitted as above. Even if rejected upon delivery the standard returns note procedure must be followed (unless due to damage in transit). If the customer does not notify Sibbons accordingly, the customer shall not be entitled to reject the goods and we, as seller, shall have no liability for any defect or failure, with the customer bound to pay the price as the goods have therefore been delivered in accordance with the contract.
5) Excluding death or personal injury caused by the seller’s negligence, the seller is not liable to the customer due to any duty at common law, representation, implied warranty, for any loss or damage (of any kind), damage, expenses, costs or any other claims for consequential compensation whatsoever, which arise out of, or within connection to the supply of goods. This including use or resale.
6) We shall not be liable to the customer or be deemed in breach of the contract, due to any failure to perform any of our obligations, if the delay or failure was due to any cause beyond our reasonable control. This includes, but is not limited to:
a) Acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of any governmental parliamentary or local authority.
b) Power failure or breakdown in machinery.
c) Import or export regulations or embargoes.
d) Act of God, tempest, flood, explosion, fire or accident.
e) Difficulties in obtaining raw materials, fuel, parts, machinery or labour.
f) Threat of war or war, insurrection, civil disturbances, requisitions or sabotage.
g) Strikes, lock-out or other industrial actions or trade disputes (both seller or a third party).