Welcome to Questra Sports .  Please read these Terms and Conditions (“Terms”) carefully, by placing an order by telephone or through our website, www.questrasports.co.uk you agree to be bound by the Terms set out below, which may be modified or changed from time to time by notice to you.  You should print or save a copy of these Terms for your records.  Please read these terms carefully before you submit your order to us.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.  If you choose not to accept these conditions then you may not purchase goods from our website.

 

1.INTRODUCTION

        1.1. Who we are

The website www.questrasports.co.uk (the “Website”) is owned and operated by Questra Sports LTD.  We are a company registered in England and Wales under company registration number 13367954.  Our registered address isQuestra Sports Ltd, Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands, WS9 8SR.  Our telephone number is 01922 263020.

 

        1.2. How to contact us

You can contact us by either telephone, or by writing to us at contact@questrasports.co.uk or at the address above.

  

How we may contact you

If we should need contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

 

2. PLACING AN ORDER

     2.1. How to make an order

You must be 18 years or over and legally able to enter a binding contract and hold a valid credit/debit card to buy products from our website.  Our acceptance of your order will take place when we email you with confirmation of your order with your order reference number, at which point a contract will come into existence between you and us.

 

• Online – You will be guided through the simple sales process on our Website in order to complete your order. Once the order is complete you will receive an order confirmation email including an order reference number. 

 

• By Phone – All calls will cost your standard network provider rate. Telephone orders are always welcome, please call us on 01922 263020. Our office is open Mon-Fri, 9-5pm where you will speak to one of our sales advisers who will be happy to give you any advice you require and guide you through the payment process.

 

• We accept payments via all major debit and credit cards.

 

        2.2. If we cannot accept your order

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product.  This might be because the product is out of stock, because of unexpected limits on our resources, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.  

The Website is solely for the promotion and sale of our products in the UK.

3. OUR PRODUCTS      

Products may vary slightly from their pictures.  The images of the products on our website are for illustrative purposes only.  Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products.  Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website may vary.      

Product packaging may vary.  The packaging of the product may vary from that shown in images on our website.     

Make sure your measurements are accurate.  You are responsible for ensuring that these measurements are correct and we will not accept your products back if it is the wrong size more than fourteen days after the sale have elapsed. You can find information and tips on how to measure on our website or by contacting us on 01922 263600.

4. YOUR RIGHTS TO MAKE CHANGES    

 If you wish to make a change to the product you have ordered before delivery please contact us as soon as possible on 01922 263600. We will let you know if the change is possible. If your order has already been processed or dispatched, changes to your order may not be possible.  If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

5. DELIVERY

         5.1. Delivery charges

We offer shipping to the UK Only. Delivery charges will be as displayed on our website, on the “Delivery and Returns” page. We aim to despatch the same day we receive the order however this is not always possible. All order will be despatched Royal Mail 2^nd Class and take approx. 2-3 days.

 

 

PURCHASE ONLINE

      5.2. “Cooling Off” Period - You have the right if you purchase our goods online to check that they are the goods you intended to buy, and that you are satisfied with them for a period of fourteen (14) days from the date at which you received them. If within that time you wish to return them to us, you may do so at your own cost.

 

        5.3. Delivery dates

All orders submitted before 12pm (Mon-Fri) will be dispatched the same day subject to stock.   Please note any orders placed after 12pm on a Friday will not be dispatched until the following Monday.   We will notify you when your goods have been dispatched via email and SMS (if requested through checkout process).   Delivery updates will be provided by the third party courier.

Delivery dates are indicative and we will not be responsible for any delays that are caused by an event outside of our control.  If this does happen, we will let you know as soon as possible and we will take steps to minimise the effect of the delay.  If there is a risk of a substantial delay, you may contact us to end the contract and receive a refund for any products (and related postage costs) that you have not received. 

 

           5.4. If you are not at home when the product is delivered

It is your responsibility to provide us with a delivery address where someone will be present to sign for the delivery.  If no one is available to sign for the delivery, we will leave you a note informing you of how to re-arrange delivery.

 

           5.5. If you do not re-arrange delivery

If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage charges and further delivery charges.  If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract.

 

            5.6. When you become responsible for the goods

Any products will be your responsibility from the time we deliver the product(s) to the address you gave us.

 

             5.7. When you own the goods

You will own the product once we have received payment in full.

 

6. PRICING AND AVAILABILITY

              6.1. Pricing of goods

Prices are in pounds sterling and may also change from time to time. This will not affect orders where an order confirmation has already been confirmed.  All prices on the website are inclusive of VAT and will be charged at the current standard rate.

 

                6.2. Incorrect pricing

We take reasonable care to ensure all that prices stated are correct.  Despite this, it is always possible that some products may be incorrectly priced.  We will normally check prices before accepting your order so that, where the correct price is less than our stated price at the order date, we will charge the lower amount.  If the correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.   If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

 

                6.3. Availability of goods

Should an item which has been ordered and paid for found not be in stock you the customer will be contacted and offered an alternative product, advised on a revised delivery date or offered a full refund.

 

7, CHARGES AND PAYMENT

Payment for any order must be made when the order is placed.  If the order is made by telephone, payment will be taken over the phone via a credit/debit card.   Payment for online orders will be taken when the checkout process is completed.  We accept payments via all major debit and credit cards. Once your payment has been made and was successful you order confirmation will be sent across to you.

 

 

 

8. YOUR RIGHTS TO RETURN THE GOODS

        8.1. Ending the contract because of something we have done

You can end the contract if we have told you there is a significant risk of a delay because of events outside of our control.  You can also end this contract if we have told you the goods will be different to the ones you have ordered.

 

         8.2. Changing your mind about an online order

For any products bought online, you have the right to change your mind and cancel your order and receive a refund at any time from placing an order up to 14 days (the “Cooling Off” period) after delivery of the goods.   If you have already received the products and you wish to cancel, you must return the items exactly as you received them, unused and in their original packaging with all labels and prices attached.  Failure to return the items in an original state will result in a handling charge being applied.  You will be responsible for the costs of return shipping.   Once the goods have been returned to us we will issue a refund.

 

         8.3. Our returns policy

In addition to your right to change your mind, we offer a returns policy that is more generous than your legal rights under the Consumer Contracts Regulations.  We offer you the right to return any unused item in its original packaging up to 28 days after delivery of the order. 

 

          8.4. Ending the contract where we are not at fault and you do not have a right to change your mind.

If you want to end the contract before it is completed (before the goods are delivered) where we are not at fault and you have not changed your mind, just contact us to let us know.  The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) a sum equal to the applicable delivery charges as compensation for the net costs we will incur as a result of your ending the contract.

 

9. PROCESS FOR RETURNING THE GOODS

            9.1. How to cancel

To end the contract, please inform us of the details of your order and your personal details and that you wish to cancel on the phone at  01922 263600 or by writing to us at Questra Sports , T/A Questra Sports Ltd, Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands, WS9 8SR or at contact@questrasports.co.uk

 

            9.2. Returning the products after ending the contract

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.  You must post them back to us at Questra Sports T/A Questra Sports Ltd, Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands, WS9 8SR.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.  You the consumer will be liable for postage costs until the product is confirmed faulty.  In circumstances where the product is faulty, you then be reimbursed for reasonable postage costs.

 

            9.3. Refunds

Please allow 10 working days for all returns to be assessed before a response is received from us.

 

10. IF THERE IS SOMETHING WRONG WITH THE PRODUCT

If you have any questions or complaints about the product, please contact us.   You can call our customer service team on 01922 263600 or you can write to us at Questra Sports T/A Questra Sports Ltd, Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands, WS9 8SR or at contact@questrasports.co.uk.  If any of our goods are received faulty please notify us of this immediately before use.   You are entitled to an immediate full refund if goods are faulty within 30 days of delivery.  If there is a fault or manufacturing issue with the product after the 30 days please call our customer services team to discuss on 01922 263020. We will guide you through the process.  Please also have your proof of purchase details to hand.

 

11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

         11.1. What we will not be liable for

We will not be held liable for any loss or damage that arising out of or in connection with your order that is not foreseeable.  We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

 

         11.2. What we cannot exclude

At law we will always be liable for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.

 

12. LAW AND JURISDICTION

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.