Click here for our latest shipping information

RETURNS AND REFUNDS POLICY:
The Returns and Refunds Policy forms part of the Terms and Conditions for purchase of Surf & Turf Instant Shelters Ltd Products and/or services linked here – Terms and Conditions

Different sections of this policy apply depending on whether: (1) you are a consumer who has purchased directly from Surf & Turf, (2) you are a business customer who has purchased directly from Surf & Turf, (3) you are a consumer who has purchased a Surf & Turf product from a retailer, or (4) you are a business customer who has purchased Surf & Turf products from an authorised reseller.

Please note that only the section relevant to you applies to your purchase of Surf & Turf products.

If you are a consumer who has purchased directly from Surf & Turf Instant Shelters 

You have a legal right to change your mind.

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind.

You can’t change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised (including any bespoke printed items); and
  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind.

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know.

To let us know you want to change your mind contact our customer service team here – Contact Us

You have to return the product at your own cost.

You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost and it is your responsibility to ensure that the products are packaged securely. You can send the product using an established delivery service (e.g. Recorded Delivery or any secure service requiring a signature on delivery). If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. You can return the goods to us at the following address:

Surf & Turf Instant Shelters

Unit 7 Tatton Court

Kingsland Grange

Birchwood

Warrington

WA1 4RR

We only refund standard delivery costs.

We don’t refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product.

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund. You can contact our Customer Service Team at the details listed HERE

When and how we refund you.

If you tell us you’ve changed your mind about a product that hasn’t been delivered or one that we’re collecting from you, we will refund you as soon as possible and within 14 days. If you’re sending your product back to us, we will refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We will refund you by the method you used for payment. We don’t charge a fee for the refund.

Bespoke, printed or personalised items

As set out above, we will not accept a return of bespoke items that have  been manufactured clearly to your specifications, or clearly personalised/branded.

Products for which installation works have been completed.

If you purchase a product along with installation services from us and such product has been installed pursuant to your specifications and you change your mind within the 14-day deadline set out above, we are not responsible for making good any damage to your property caused by the removal of the installed product if the product and/or the installation is not defective or faulty. If you wish to exercise your right to cancel an installed product, you can either:

  • remove the installed product yourself and return it to us at your own cost; or
  • request an uninstallation and collection service from us, subject to a charge.

The uninstallation and collection charges will vary depending on the type of product and/or installation and will be notified to you if you notify us that you have changed your mind. If you choose to remove the installed product yourself, we may reduce your refund for use or damage. Please contact our Customer Service Team if you wish to change your mind for an installed product HERE

You have rights if there is something wrong with your product.

If you think there is something wrong with your product, you must contact our Customer Service Team at the details listed here. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by English law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We may ask for photographic evidence of the fault/defect.

If you wish to exercise your legal rights as set out above, we may ask you to send us photographs of the fault or defect before we issue a replacement.

You can contact us if you have a complaint.

Our Customer Service Team who can be contacted at the details listed here will do their best to resolve any problems you have with us or our products.

We use your personal data (for example relating to any returns and refunds) as set out in Privacy Policy.

Our Privacy Policy is accessible here

If you are a business customer who has purchased directly from Surf & Turf:

Your rights in relation to cancellations and defective items are contained in clauses 6, 7 and 8 of the Terms and Conditions.

As a business customer, you do not have a right to a return or refund for a change of mind. You have rights if the goods are defective and do not meet the 12 month warranty as set out in clause 8.

If you are a business customer who has purchased directly from Surf & Turf and resell Surf & Turf products to your own customers:

Your rights in relation to cancellations and defective items are contained in clauses 6, 7 and 8 of the Terms and Conditions

As a business customer, you do not have a right to a return or refund for a change of mind. You have rights if the goods are defective and do not meet the 12 month warranty as set out in clause 8. Please review the below sections setting out your responsibilities with regard to any after-sales queries or returns from your end customers.

Where your end customer raises an after-sales query.

If your end customer raises an after-sales query (e.g. in

relation to cancellations, returns or refunds), it is your responsibility to manage such queries in accordance with applicable law. These queries should not be directed to Surf & Turf without Surf & Turf’s prior written authorisation.

Returns where your end customer is a consumer.

It is your responsibility to manage any cancellations, returns or refunds in relation to the Surf & Turf products you sell to consumers in accordance with your own returns and refunds policy. You must ensure that your returns and refunds policy complies with applicable laws.

Surf & Turf may, in its absolute discretion, accept returns of products returned to you by your end customers who are returning the product due to a change of mind. Where Surf & Turf agrees to receive a return from you, it is your responsibility to arrange the return shipment with your end customer, at your cost (including any costs related to packaging, shipping and/or Surf & Turf’s collection of the products from either you or your end customer (as applicable)).

It is your responsibility to ensure that the product is adequately packed either in its original packaging or packaging that is sufficiently similar so that it meets Surf & Turf’s requirements with regard to transporting the product being returned.

It is also your responsibility to ensure that where Surf & Turf has agreed to a return of a product due to the end customer’s change of mind that the product is returned to Surf & Turf in unused and saleable condition.

Returns where your end customer is a business.

It is at Surf & Turf’s absolute discretion to accept or reject any returns of products that do not fall within clause 8.3 of the Terms and Conditions (i.e. in circumstances where your end customer changes its mind and wishes to return the product). Where Surf & Turf agrees to receive a return from you, it is your responsibility to arrange the return shipment with your end customer, at your cost (including any costs related to packaging, shipping and/or Surf & Turf’s collection of the products from either you or your end customer (as applicable)).

It is your responsibility to ensure that the product is adequately packed either in its original packaging or packaging that is sufficiently similar so that it meets Surf & Turf’s requirements with regard to transporting the product being returned.

It is also your responsibility to ensure that where Surf & Turf has agreed to a return of a product that the end customer wishes to return due to reasons other than the product being faulty/defective or not meeting the warranty at clause 8.1 of the Terms and Conditions (i.e. due to a change of mind), that the product is returned to Surf & Turf unused and in saleable condition.

If you are a consumer who has purchased a Surf & Turf product from a retailer:

The retailer’s returns and refunds policy will apply. Please contact your retailer for more information.

If you are a business customer who has purchased Surf & Turf products from an authorised reseller:

The sales agreement between you and the reseller with regard to returns and refunds will apply.  Please review this for more information.