We look after Britain's historic canals and rivers


The Canal & River Trust's on-line shop
terms and conditions:

The following terms and conditions apply to all orders for the purchase of goods and services from this on-line shop. By placing your order for goods or services on this on-line shop you are deemed to have accepted these terms and conditions.

Submitting your order

The supply of goods and services from this on-line shop is subject to availability.

Prices and availability of such items are subject to change without notice. It is not always possible for us to inform you at the time you place your order whether the goods you want are available for purchase. In the event that the item you have paid for is not available, we will either:

a) send you a substitute that is of equal or greater value and quality than the original item you ordered, and if you are not entirely happy with the substitute item, you may return it to the Trust and the Trust will give you a refund and will repay you for the postage costs of the return of the substitute item; or

b) contact you to let you know that the item is not available and we will give you a full refund.

If for any reason beyond our reasonable control we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for that item.

When submitting your order, you are allowing the Trust to use your personal data for the purposes of processing your order, supplying the goods/services ordered and communicating with you should there be an issue with your order. You may wish to add SSCbusiness.support@canalrivertrust.org.uk to your email address book as it is possible that our emails may be sent to your spam folder.

Please note that items on this on-line shop may be purchased by individuals only. Please contact the Customer Services team direct if you wish to purchase on behalf of a commercial organisation.

The Trust will take payment from your card at the time we receive your order. Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address.

The order acknowledgement email and order number that you will receive upon completing your order are not an order confirmation or order acceptance from us. Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the goods ordered unless we have notified you that we do not accept your order or you have cancelled it.

Delivery

A postage and packaging charge of £2.95 will be added to all UK orders up to the value of £35.00.

For all UK orders over £35.00 postage and packaging is free.

For all orders where goods are to be delivered overseas but within the European Union (including the Channel Islands) there is a postage and packaging charge of £7.95.

For orders where goods are to be delivered to destinations outside of the European Union, please contact our Customer Services team before placing your order to discuss postage and packaging charges.

Goods will normally be despatched within 24 hours of receipt of the order (save where orders are made on a weekend in which case postage will normally be made on the next working day), but please allow up to 14 working days for delivery in case we are exceptionally busy. For the avoidance of doubt, 'working days' means any day except Saturdays, Sundays and UK bank holidays.

All items will be posted Second Class via Royal Mail. Unfortunately we cannot specify the length of time it will take to deliver.

If receipt of your items is time-sensitive, you may want to check the despatch date with our customer service team prior to making your order on-line.

The goods will be delivered to you, the buyer, at the address provided on the order form.

As a rule, we do not deliver to P.O. boxes. Please contact our customer service team if you would like to discuss this further.

Returns and Refunds

Refunds will be made in accordance with your statutory rights as a consumer.

You are entitled to cancel your order within 7 working days after the day on which you receive your purchased items ("the cooling-off period"). In the event that you would like to cancel your order in this way, please make contact with our customer service team by email: SSCbusiness.support@canalrivertrust.org.uk. Please note that you are responsible for returning the items to us and paying the delivery costs following the cancellation of an order. The Trust will arrange to give you a refund for the item and any postage costs that you were charged when you originally ordered the item. Please note that the use of an electricity card within the cooling-off period represents your agreement that the performance of the service has begun and you will no longer have a right to cancel the agreement in this way.

Items to be returned will need to be returned with your delivery note, order number and name. If you no longer have the delivery note, please include a note with the name of the person who ordered the items, their email address, the order number and the reason for the return. Please ensure that any items that are sent back are returned securely. The Trust cannot be held responsible for items that do not reach us.

Only items purchased through the on-line shop may be returned, and only in accordance with these terms and conditions. You cannot return items purchased from our on-line shop to either our other offices, marinas or members of staff, or any other property owned or managed by the Trust, save as expressly permitted under these terms and conditions. Please note that all items purchased from the on-line shop are readily identified by our customer service staff as having done so.

Items purchased directly from the Trust's offices, shops or marinas (as opposed to through our on-line shop) may not be returned through the on-line shop facility.

In the unlikely event that any product purchased from our website proves to be faulty, you can return the faulty item to us within a reasonable period of time. If you take delivery of an item that has been damaged in transit, you can return the item to us within 30 days of receipt for an exchange. To return a product, please contact our customer services team who will arrange the return and a full refund (including your return postage costs) or a replacement.

If we have been sent you an incorrect item, please send the incorrect item back to us and we will ensure you are refunded or a replacement is sent. We will reimburse you for the direct cost of the return.

Where a claim for a refund is accepted by the Trust, we will process the refund as quickly as possible, but please allow up to 21 days for the credit to reach your account.

You are required to retain a copy of proof of your postage costs in the event that you are entitled to a refund of these costs under these terms and conditions. We reserve the right to ask you to send us proof of postage costs.

Liability

Whilst the Trust makes every effort to present accurate and reliable material and information on its on-line shop, it does not make any representations or warranties of any kind, express or implied with respect to the information, content, materials or products contained within its on-line shop. This includes, without limitation, warranties of merchantability and fitness for purpose. The Trust does not accept any liability arising from any inaccuracy or omission in the information provided.

The Trust will take all reasonable care, in so far as it is in its power to do so, to keep the details of your order and payment secure, but in the absence of negligence on the Trust's part the Trust cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Trust's on-line shop.

The resale of electricity cards purchased from this on-line shop is NOT permitted. If you resell any electricity cards supplied by the Trust, you may be in breach of OFGEM rules.

Complaints procedure and ODR platform

If you have a complaint or are in dispute with us in connection with your purchase from our on-line shop, we are willing to handle your complaint or dispute through our complaints handling process.

You can obtain information about the complaints process by :

  1. contacting waterside enquiries on 0303 040 4040; or
  2. visiting our website link at: https://canalrivertrust.org.uk/contact-us/making-a-complaint to obtain information about our complaints procedure; or
  3. registering on the European Union's Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/, which is another way of accessing our complaints procedure.

The availability of our complaints procedure does not prevent you from pursuing any legal remedies against us at any time.

General

In addition to these terms and conditions, purchases made through our on-line shop are also subject to the general terms and conditions of the Trust's website.

In order to function properly, this on-line shop uses cookies. For more information about how our cookies work, please see our privacy policy.

We may from time to time change, alter, adapt, add or remove portions of these terms and conditions.

If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these terms and conditions and the remainder of the provision in question will not be affected. English law will apply to our agreement with you, and the parties agree to submit to the non-exclusive jurisdiction of the English courts.

You acknowledge that all copyright, trademarks and other intellectual property rights in and relating to the Trust and its on-line shop are owned by the Trust. This includes but is not limited to its content, design, graphics, text, photos, logos and button controls. You are permitted to electronically store and reproduce these terms and conditions for purposes associated with your on-line order only. Any other use of such copyright is strictly prohibited.

By purchasing goods from this on-line shop you (the purchaser) are entering into a contract with the Canal & River Trust ("the Trust"; "we") (Company no: 7807276; Charity no: 1146792), registered office: First Floor North, Station House, 500 Elder Gate, Milton Keynes MK9 1BB, VAT registration number: 125 5119 37. All profits made from the sale of goods on the Canal & River Trust's on-line shop are paid directly to the Canal & River Trust to be put towards the cost of its charitable purposes.

If you would like to discuss your order, please contact our customer service team on 0303 040 4040 or e-mail SSCbusiness.support@canalrivertrust.org.uk. Our office is open Monday to Friday, 8am to 6pm.

These terms and conditions were last updated on 10 July 2013.

Head Office & Customer Service Centre

If you have any questions regarding your payment, licence or using this website, please contact Canal & River Trust's Customer Service Centre.

First Floor North, Station House, 500 Elder Gate,
Milton Keynes
Buckinghamshire
MK9 1BB
Telephone: 0303 0404040
Email: SSCbusiness.support@canalrivertrust.org.uk

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