Returns & Refunds
RETURNS POLICY
To be entitled to a full refund or exchange, we must have received the returned item in unused condition in the original packaging within 30 days of you taking delivery. If you return your purchase by post or courier after the periods outlined above (except for faulty or damaged products) we reserve the right not to process your return.
When returning products, please use the My Returns section of the My Account page to start the return. Our team will get back to you as soon as possible to accept the return. You will be sent a returns form by one of our Customer Service team members when the case has been accepted.
Please make sure you select the correct reasons/actions. Incorrect details where we have covered shipping on a case that should have been the buyers' responsibility will result in shipping costs being deducted from the refund amount.
RETURNS PERIODS
To be entitled to a full refund or exchange, we must have received the returned product(s) within 30 days of you receiving delivery.
You can return unwanted or unsuitable items bought between 1st November and 24 December 2023 until 31st January 2024. Please ensure that any returns from this extended warranty period is inline with our returns policy.
PLEASE NOTE: All products returned without a returns form or enclosed sufficient information, will not be processed. If you return your purchase by post or courier after the periods outlined above (except for faulty or damaged products) we reserve the right not to offer you a refund in full. This does not affect your statutory rights. We may instead return your purchase to you. Before sending it, you will be charged the delivery fee applicable to the products and your location.
PROOF OF PURCHASE
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.
REFUNDING RETURN POSTAL COSTS
We do not offer a returns postage cost refund on any unwanted returns. If you have received faulty or incorrect products, please contact us before returning your item.
In the event of an incorrect or faulty item being received, and where we are unable to arrange a collection or provide a prepaid label on your behalf, postage costs will only be refunded up to a maximum value of £7.50 and only to a value equivalent to a standard delivery charge for this item. Anything returned on a premium or insured service is at the buyers' discretion and will not be reimbursed.
TAKING CARE OF OUR GOODS
You will naturally wish to inspect the products you purchased and try them on for size. However, whilst deciding whether to keep your purchase, you have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items or the packaging where it forms part of the goods. (e.g. boxed garments and gift items). If you wish to return anything, please ensure that it reaches us in perfect condition.
PLEASE NOTE: Where you have failed to take reasonable care of the goods (whilst in your possession or when returning them), we reserve the right to refund you in full, less any amount due by way of compensation to either repair the goods or to cover any loss.
PROCESSING TIMES
We strive to process all returns within 1 - 2 working days of them arriving with us. However, during peak times, this can vary slightly. All returns that require outgoing consignments are sent using a 1 - 2 working day courier service.
FAULTY OR DAMAGED GOODS
Most products are guaranteed against faults for up to 1 year after purchase (at the manufacturers' discretion). This covers manufacturing faults and does not cover wear and tear, including rips, dents, scratches, paint damage or accidental breakages.
The manufacturer will need to agree to repair, replace or credit the faulty item before we can accept your return. Please contact us with images and further details before returning your item.
PLEASE NOTE: This process can take up to 6 - 8 weeks and we reserve the right to refuse the return if the goods are not returned in satisfactory condition.
PLEASE NOTE: If the manufacturer deems the fault not to be that of the product, Total Fishing Tackle reserve the right not to issue an exchange or refund.
PROMOTIONAL RETURNS
If a return is made on a promotional order (e.g. a multi-buy promotional offer), to calculate the refund due we will reapply the promotion offer to non-returned products. The refund will be the value of the returned products less any promotional discount to which your revised order is no longer eligible. In the case of gift with purchase promotions, if the return does not include the complimentary gift and the monetary remainder of the order fails to reach the amount required to qualify for the promotion, the price of the complimentary gift with purchase will be deducted from the products(s) returned.
COMPLAINTS
Any disputes or complaints you may have should be emailed directly to [email protected], giving as much information as possible This included the name the order was placed under, a clear description of the complaint, or disputation and contact details. They will be investigated so that a solution can be agreed upon as quickly as possible.