These terms of sale apply to all goods supplied by Kilnworx Climbing Centre, Wycliffe Hall, Wycliffe Street, Burslem, Stoke on Trent, Staffordshire, ST6 3ET. We reserve the right to change these terms of sale without notice to you in relation to future sales.
Please Note: We are only taking Payment on Collection at the moment, we will be implementing online payments in due course.
Shipping & Delivery
Shipping charges are displayed at the checkout stage. Every effort will be made to despatch your order as soon as possible after your order has been accepted and payment made – this is usually within 1-2 working days if in stock. The goods you order will be delivered to the address you give when you place your order. Unless special arrangements have been made. If delivery cannot be made to your address for reasons under Kilnworx Climbing Centre’s control we will inform you as soon as possible and alternative arrangements will be made. We cannot be responsible for any delays in delivery caused by Royal Mail or other carrier and we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery.
Returns & Replacements
You have the right to cancel an order within 7 days of receipt of the goods. Should you wish to cancel your purchase within seven days, please contact us in writing via letter, e-mail or fax. Unwanted goods should be sent back to us in unused and resaleable condition, together with any original packing, within seven days of delivery. We will refund payment for the goods within 30 days and reserve the right to deduct a restocking fee of 10%. We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. If we have to collect an item for you we reserve the right to recover the costs of collection from you. Please remember to give us your name and address, and either your original order number or a copy of your purchase receipt. The cost of returning goods will be borne by you unless the goods are faulty. If the goods supplied to you are damaged on delivery or items are missing, you should notify us in writing via e-mail or phone within 7 days. If you have any other complaint about the goods, you should notify us in writing via the e-mail address as soon as possible, but in any event within 7 days of the date you discovered or ought to have discovered the damage, defect or complaint. This returns policy does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer’s instructions, or any alteration or repair carried out. We endeavour to be as accurate as possible. However we do not warrant that product descriptions or other content of this site are accurate, complete, reliable, current or error-free. If a product offered by us itself is not as described your sole remedy is to return it in an unused condition.
Items that Cannot be Returned
Please note that for the safety of all our customers, we are unable to exchange or issue a refund for any new or unused climbing equipment once they have left our premises. Please bear this in mind before you make your purchase. This does not affect your statutory rights.
Payment, Pricing & Promotions
Payment for the goods and delivery charges can be made by any method shown on the website at the time you place your order. Credit/Debit card transactions are processed by Stripe or over the phone. When you complete your order, you will be taken to a secure website where you can safely enter your card details. Once payment is confirmed you will be returned to this website with confirmation of your payment.
Privacy & Security
This site uses Stripe to process credit and debit card payments. All sensitive payment card information is encrypted using Stripe’s sophisticated e-payment software and is sent to the bank for instant authorisation. We do not hold any of your card details or security numbers on our web site. We do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.