Terms & Conditions
PRICING & VAT- All prices are in UK British Pounds Sterling and are inclusive of V.A.T. @ 20%
PAYMENT - We accept Amazon Payments, BACS (bank transfer), Pingit, PayM, personal cheques, banker's drafts, postal orders and debit/credit cards. We accept all major credit and debit cards including American Express, Visa, Mastercard, Delta and Diners.
All goods must be paid for at the time of ordering. Credit/debit card and Amazon payments will be taken in full at the time of ordering. Where a cheque, postal order, bank transfer (BACS) or bankers draft are submitted, the order will not be processed until cleared funds are received. In the case of large value orders, a deposit may be accepted with the order with the balance being paid when the goods are ready for despatch.
MAKING A PURCHASE - Making a purchase is simple - just browse our catalogue and click the "buy" button on any items that you wish to purchase to put them in the shopping basket. For full details of any product including estimated delivery times, dimensions, composition etc, click on the image or "More Information" button. To view your selection at any time click on the "My basket" link that can be found at the top of any page. After you have finished your selection, click on "My basket" button and you will be able to proceed to checkout where you will be asked to fill in a form with some personal details and your selected payment method. You can make changes to your basket contents via the "My basket" button.
CREDIT CARD SECURITY - Your credit or debit card will be processed by North Payments or Amazon. You can view North's page on privacy & security here.
DELIVERY CHARGES - All orders over £48.00 GBP will be sent carriage free to all mainland UK and Isle of Wight destinations. Delivery to all other destinations will incurr a carriage surcharge*. To calculate a shipping charge please put the items you would like into the shopping cart and click the "Mr basket" link where you can use the shipping calculator to view or select delivery charges.
All orders under £48.00 to all mainland UK and Isle Of Wight destinations will incurr a carriage & admin charge; Shipping charges vary from our minimum £2.20 charge upwards depending on the size and destination of the item.
DESPATCH TIMES- Please note that estimated despatch times are given on the product pages under the "Product & Delivery Info" tab and are in working days beginning the next working day after the order is placed. Goods will be despatched as soon as they become available to us. Many stock items can be despatched within 48 hrs. Non stock items may take up to 14 working days. Custom-made items may take up to 21 working days. In all cases and due to matters out of our control, this time scale may be extended to 30 working days. In the case of some custom-made items the despatch time may be extended to 40 working days. The overall delivery time will depend on the delivery method chosen at the time of order.
Please note: Although we do our very best to get your order to you as soon as possible and many items can be delivered in just a few working days, we are very reliant on external suppliers and carriers so can never offer guaranteed delivery times.
PERFORMANCE - Except in the case of custom-made items, or unless the parties agree otherwise, we shall perform the contract within a maximum of 30 working days beginning the next working day after the order is placed. In the unlikely event that the 30 working days expires we shall inform you with the option to cancel and be reimbursed any sum paid by or on behalf of you under or in relation to the contract to the person by whom it was made. We will not be liable for any external costs you may incurr as a result of receiving late, incorrect or damaged goods.
BACK ORDERS - If your item is not in stock, we will back order it for you. In the event that goods are out of stock or not available to be delivered within the 30 working day contract period we may send substitute goods equal to or better quality and value to the original goods ordered.
DELIVERY PROCEDURE - As a courtesy, we will endeavour to inform you, usually by email on the day of despatch, that your order has been sent. Delivery will either be by private carrier company (UK Mail, TNT, Tuffnells etc.) or Royal Mail and your parcel will need signing for (unless we have been instructed by you to leave the consignment in a designated place unattended and/or unsigned for*). Kindly note that it is your responsibility to be available to receive the consignment at all times from the time the order is placed.
Although it is likely that multiple delivery attempts may be made (at the descretion of the individual carrier company involved), only one delivery attempt per consignment is guaranteed. Deliveries will be performed between 9am and 6pm Monday to Friday inclusive. If a private carrier company is unable to deliver they may leave a contact card with details of how to arrange redelivery or collection of the consignment from their depot. The private carrier company will hold the consignment at their depot for 3-5 working days while they await contact from you. If 3-5 working days expires with no contact from you the consignment will be returned to us (or our supplier). Royal Mail will leave a note informing you there is a parcel at your local Post Office. Similarly, they will hold the parcel at your local sorting office for up to 5 working days before returning it to us.
If you don't think you will be home to accept the delivery please contact us to make alternative arrangements. We are happy to hold items to be despatched on a specific day to suit you.
If your consignment is returned to us undelivered it will be held for a further 10 working days while we await contact from you. If during the 10 working days we are contacted by you we will offer you one of the following options; 1.) Re-delivery of the consignment at your own cost. 2.) A refund for the cost of the goods less the original delivery cost and return delivery cost (if incurred). 3.) In the case of custom-made items no further action or refund will be made. If 10 working days elapse with no contact from you no further action or refund will be made.
If it is very clear that the goods are damaged on arrival you may refuse to accept the goods on those grounds and it is good practice to sign the carriers proof of delivery docket as such. If the packaging is damaged but the goods appear to be undamaged you may accept the goods but sign for them as damaged or unchecked to make the carrier aware that there is a potential problem.
UNLESS YOU HAVE WRITTEN CONFIRMATION OF THE CANCELLATION OF YOUR ORDER PRIOR TO ITS DELIVERY, DO NOT REFUSE DELIVERY OF YOUR ORDER AT THE DOOR OR VIA THE CARRIER AT THEIR LOCAL DEPOT FOR ANY REASON. REFUSAL OF A DELIVERY WILL INCUR A NON-REFUNDABLE CHARGE OF £25.00 OR EQUAL TO THAT CHARGED BY OUR CARRIER FOR THE RETURN, WHICHEVER IS THE GREATER. If you no longer want the goods please return them to us under the normal "Right To Cancel" process below.
* UNATTENDED/UNSIGNED FOR DELIVERY - Where we are instructed by you to leave a parcel unattended and unsigned for (eg when left in the garage, greenhouse, behind fence etc) we will not be liable for any loss or damage that may occur once the goods have been left. If you have chosen a delivery method that does not require a signature we will not be liable for any loss or non delivery of an item
RETURNS - Please check your order within 3 calendar days of its arrival. Should any item be delivered faulty, incorrectly or in a damaged condition please notify us* in writing (email, fax or post) immediately and return the goods to us at The Old Windmill, Mill Lane, Parbold, Lancs, WN8 7NW with all original packaging included. Once in our possession we will inspect the goods and contact you to discuss a resolution ; 1.) If the item is found to be faulty, incorrect or damaged, replace the goods and refund the cost of the return**. 2.) If the item is found to be faulty, incorrect or damaged, refund both the cost of the goods and the cost of the return**. 3.) In the event that the goods are found not to be faulty, incorrect or damaged we will make the goods available for redelivery or collection at your own cost. We will not be liable for any external costs you may incurr as a result of receiving faulty, incorrect or damaged goods.
If you feel the item does not warrant the cost of a return please provide us with photographs that clearly show the damage. If you would like a replacement item quickly then providing photographs of the item clearly showing the damage may speed up the process.
*Some products are sent directly from our suppliers to save time. Please DO NOT contact them directly. All notifications of faulty, damaged or incorrect goods should be made only to ususing the contact details below.
** Goods should be returned using a similar tracked service to that used to convey the goods originally; Items suitable for post ahould be returned by 2nd class recorded service. Larger items should be sent using standard or economy services offered by online carrier companies such as Hermes or Parcel2Go or a local carrier that may be convenient to you. Express or Premium services may be used at your own preference but the extra cost for such services will not be refunded.
COLOURS, FINISHES & DIMENSIONS - Although we try very hard to represent colours and finishes as accurately as possible we cannot guarantee products will be exactly as you see them on your monitor. Different monitors and graphics settings mean colours and finishes look different from one pc to another. If you would like to be sure of a finish we will be happy, where possible, to provide a sample. Dimensions given on the website are given as accurately as possible, however, may vary slightly, in line with manufacturers tolerance. Unless otherwise stated, pole lengths given are approximate length of pole between finials.
COPYRIGHT - All images and written copy on this website created and owned by Tracks&Poles&Things Ltd trading as www.tracksandpoles.com is protected by Copyright. The use of (either by download or hotlinking) such Copyrighted material on this website is strictly forbidden without prior written permission.
30 DAY MONEY BACK GUARANTEE -
Take 30 calendar days to decide whether you like your purchase and return to us us any time for a refund for any reason at all, no quibbles. **Does not effect your statutory rights**
Simply send back your whole order complete with all original packaging, which may be opened but complete, and we'll process a refund for you within 30 working days. We recommend using a recorded or tracked for service to return your goods and they should be returned to us at the following address;
The Old Windmill
01257 463438 & 01257 462787
Take care to include all your contact details so we know where it's come from, a copy of your original emailed order confirmation or delivery note is ideal as it includes all the details we need. Whilst not compulsory, we would appreciate it if you could tell us why you are returning the item so that we have an opportunity to improve our products and services. Goods must comprise the whole order, be unused, unaltered, undamaged and complete as delivered. For returning part orders see "RIGHT TO CANCEL", below. Any original delivery costs incurred by us, even if delivered free to you, will be deducted from the refund along with a 20% handling charge. Refunds will be made using the same method by which the original payment was made. If you would like a refund quote before return please contact us. Made to measure, made to order and special order items are excluded from this guarantee. Part orders may be returned
**This guarantee does not effect your statutory rights and returns for any other reason may be accepted under those rights. Please see below for more details.
YOUR RIGHT TO CANCEL: Your statutory rights: Except in the case of custom-made goods orders may be cancelled at any time up to 14 calendar after receipt of the order. Cancellation notices must be received in writing, preferably by email but may also be sent by fax or post clearly stating the order details and to be received by us within the 14 calendar day period. Goods should be returned to us in as new and unused a condition as possible and with all original packaging. Whilst we appreciate packaging may need to be opened to inspect the goods, any sign of use, damage or wear not consistent with viewing the product may result in a reduction in any refund due. Goods must be returned at your own risk and cost within 14 calendar days. We recommend goods are sent back using a tracked/recorded delivery service. Refunds are made within 14 working days after receiving back the goods in accordance with the Consumer Contract Regulations.
Cancelled orders that are to be returned must be kept in good, safe condition until they are received by us. Where you would like us to perform collection of the goods, they must be kept in a good, safe condition and made available to our nominated carrier until the collection is made. Where collection is made by us, the refund will be less the cost of collection/return and made 14 working days after the goods are delivered back to us.
Attempts to cancel an order before it has been despatched must first be made by person to person telephone converstaion to ensure the despatch of the goods can be stopped. We will always do our best to stop an order if possible but cancellation of an order before despatch is not guaranteed unless cancellation is subsequently confirmed by email to us and from us. A full refund will be made within 14 working days. In the case of custom-made items, no refund/cancellation will be made if the goods are in production. Except where prior written confirmation of a cancellation has been received, goods refused at the door by the customer and returned by the carrier that made the original delivery will result in a full refund less the cost of the original delivery and the return delivery.
Some orders may still be cancelled after the 14 calenday day period in accordance with our extended return period above but only by express agreement by us. A refund less our delivery cost and a handling charge will apply.
Your Right To Cancel applies to the whole order only. Part order returns may be accepted but may result in a shipping charge being deucted from the refund depending on the value of the retained item(s). Please contact us if you would like to make a part order return.
Goods that have been received but then cancelled within the 14 calendar day period but not returned to us within 14 calendar days will no longer be accepted back for return/refund.
Custom-made goods will not be accepted back for return/refund.
Cancellations left by way of a recorded message on our answer machine will not be accepted.
Although we can arrange collection of goods to be returned, we cannot guarantee coordinating it with delivery of a new order. As we pay independent carriers to perform collections we cannot offer it as a free service. If you would still like us to arrange collection the cost will be approximately £20.00 for most mainland UK addresses. For an exact price and for other areas, please contact us for a quote.
OUR RIGHT TO CANCEL - We reserve the right to cancel any order at any time and any payments made in relation to the order will be refunded. We will not be liable for any costs you may incurr in relation to the order either before or after cancellation.
DAYS - Working days are all days except Saturdays, Sundays and Bank Holidays. Calendar days are all days including Saturdays, Sundays and Bank Holidays.
COMPLAINTS - All complaints will be dealt with as soon as they are received and should it be required, a reply will be made within 5 working days by the same method as that used to convey the original complaint. Our reply will outline any action or remedy that we can make to satisfy your grievance. If a remedy cannot be found immediately we will keep you informed as to progress towards a workable solution that is satisfactory to both parties. If after 21 working days we cannot resolve the complaint then, where applicable, a full refund will be made. Where the complaint refers to our quality of service then we will address the problem with immediate effect, where possible, and will inform you of any action we have taken to ensure the problem does not re-occur. We aim to provide a fair and effective remedy to all complaints which will be treated in the strictest of confidence.
INTERNATIONAL CUSTOMERS: Orders will be sent via DHL or through the Post Office whichever is the cheaper at the time. International customers will be liable for all shipping costs but will be informed before orders are processed and any money charged what that cost will be. Please also be aware that you may be charged import duty on items imported into the country. The handling shipping company will invoice you for this cost. For more informatation regarding US Customs and Duty charges please click here. All charges will be made in GB Pounds Sterling at the rate of exchange on that day. There is a currency converter link at the top of each page for your convenience.
VAT No: 193976546