Customer Service Mon-Fri 9am-4.30pm
Tel - 01262 678299
mail@thomas-sports.com



Cancellations/Returns/Refunds

We pride ourselves on delivering all our orders on time, in perfect condition and in working order. Any problems, concerns or queries you experience regarding shipping should be directed to us immediately for our prompt attention. We will endeavour to answer your questions and assist with problems receiving goods/delivery delays. We hope you will be pleased with everything you have bought from us but if you are unhappy with your products, you can return them to us in accordance with the details described. Please take care when opening packaging that the order/product(s) were delivered in. If you receive a package where there is indication of external damage, you may either refuse the package or accept by informing the carrier of the damage.

Guarantee

At Thomas Defence Systems Ltd we guarantee your satisfaction. If you are not satisfied with your purchase we will refund your money or replace or repair any item without quibble, provided it is returned to us unused and undamaged within 14 (fourteen) days. Alternatively you may choose to retain store credit with Thomas Defence Systems Ltd to the value of the order/product(s) that you purchased. Return shipping costs are your responsibility in such circumstances. All orders/product(s) charged in GBP Sterling will be refunded in GBP Sterling.

Right to Cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 (fourteen) days of delivery without giving a reason unless the product is a custom/bespoke order. For custom/bespoke orders cancellation will only be accepted within 24 hours of receipt of the order to qualify for a cancellation & refund (if applicable). If we have already started production on your custom order we cannot guarantee that a refund will be made. Please contact us directly in these circumstances, where we will endeavour to assist you. All items returned must be in an un-used condition and comply with our Policies. Once you have taken receipt of your order/products(s) the cancellation period will end after 14 (fourteen) days starting the day after you or a third party acting on your behalf (excluding the company that delivers the product to you) takes physical possession of the order/product(s) you ordered. Where your order consists of multiple products, or a product is delivered in separate parts, lots or pieces, the cancellation period will end after 14 (fourteen) days starting the day after you or a third party acting on your behalf (excluding the company that delivers the product to you) takes physical possession of the last product, part, lot or piece that makes up your order. To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. Once the product has been used, returns cannot be accepted.

Effects of Cancellation

If you cancel your contract with us, we will reimburse you any payment that you are entitled to from your cancellation and/or monies received from you. We will make the reimbursement without undue delay, and not later than: (a) 14 (fourteen) days after the day we receive back from you any order/product(s) supplied, (b) Or (if earlier) 14 (fourteen) days after the day you provide evidence that you have returned the order/product(s), (c) Or if there were no goods supplied, 14 (fourteen) days after the day on which Thomas Defence Systems Ltd have been informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise; in any event, you will not incur supplementary fees as a result of the reimbursement. Reimbursement will be withheld until we have received the order/product(s) back or you have supplied evidence of having sent back the products, whichever is the earliest.

You are liable for any diminished value of the order/product(s) resulting from the unfair/unreasonable wear and tear of the product which is not necessary to establish the nature, characteristics and functioning of the products. Thomas Defence Systems Ltd may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any products that we supply.

Faulty or mis-described Product(s)

If you are returning the order/product(s) to Thomas Defence Systems because they are faulty or you believe were mis-described, we will refund: the price of the product in full. Where you believe a product has been mis-described, prior agreement between the buyer and Thomas Defence Systems Ltd must be in place before initiation of a refund. As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by the returns policy or terms and conditions of sale. Your refund will only be made through the payment method used by you to pay for the order/product(s).

We may replace or repair at our discretion any product(s) that we have manufactured which you can establish are not to the high standards of quality workmanship or materials for a period of 1 (one) month after receipt of the order. We will not replace or repair or refund any item where the defect has occurred due to your wilful damage, misuse, alteration or negligence and/or failure to follow manufacturer’s instructions of use.

Where we act as a direct agent for the manufacturer of items sold on this site, we accept no responsibility for failure of the products or resulting consequences. Any defect of these items occurring under normal use may be returned to ourselves, which we shall then return to the manufacturer for their assessment/repair, were their policies will apply. How to return the Order/Product(s)

You must return the order/product(s) to us as soon as reasonably practicable but within 14 (fourteen days). All orders/products are shipped directly from Thomas Defence Systems Ltd, Pinfold Lane, Bridlington, YO16 6XS, England and must be returned to the same postal address, with written details of the return and your contact details. You will be responsible for the safe return and return costs of the order/product(s). In certain circumstances we are able to arrange collection, this will be by prior arrangement only at our discretion. Please take care when opening the packaging that the order/product(s) were delivered in and carefully re-pack the order/product(s) in the original (or similar) packaging prior to returning to us. Any damage to the order/product(s) from the return point from you to the re-delivery at Thomas Defence Systems Ltd will be your liability and you will be held liable for the cost of damage. If the order/product(s) where originally sent to you boxed, it must be returned in the same box for us to accept the return, otherwise we cannot accept the item. All new goods being returned to us must include any applicable retail packaging, instructions, and must be unused and returned to us in exactly the same condition as when shipped from Thomas Defence Systems Ltd.

Please note: always obtain a proof of shipping for all returns. We are always happy to assist you with returning goods to us, so if you have any doubts about packaging, security or any other matter relating to the return of goods please contact us and we will do our best to help.

Before you return goods you must contact us to let us know that you wish to initiate a return.

Please send all returns to:
Thomas Defence Systems Ltd

Pinfold Lane

Bridlington

East Yorkshire

YO16 6XS

Great Britain


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