Unless the context otherwise provides, the following definitions shall have the meanings set against them respectively:
‘Contract’ – The agreement between the Company and the Customer for the Company to provide the Service, constituted by these terms and conditions and any other written documents or verbal agreements between the parties.
‘Customer’ – The customer of the Company for whom the Service is being provided.
‘Third Party’ or ‘Third Parties’ – Any person or organisation not being the Company or the Customer.
‘Service’ or ‘Services’- The service or services, without any limitation, which the Company has undertaken for the Customer pursuant to the Contract.
‘Goods’ – Any products manufactured and supplied by Rebel Strength Ltd
(a) The Customer shall not be entitled to withhold payment of any amount properly payable under the Contract on account of any disputed claim by the Customer in respect of other goods or services provided by the Company or any alleged breach of the Contract, or any other Contract between The Company and the Customer. The Customer shall not be entitled to set-off or otherwise deduct from any amount properly payable to The Company any monies which are allegedly due from the Company to the Customer.
(b) Full payment must be received from the Customer before the Company can begin the process / confirm orders.
a) While the Company endeavours to ensure delivery is within our timescales (21 working days for the UK, 28 working days for international orders), it cannot be held responsible for any loss, direct or otherwise, accruing to the Customer as a result of error on the part of the Customer.
(b) The Company cannot be held responsible for the decisions, errors or any other actions of Third Parties involved in the process of rendering the Service or Services provided by the Company. The Customer agrees to indemnify the Company against any consequential loss incurred to the Customer due to errors, omissions or any other actions of the Company, the Customer or Third Parties.
(c) Delivery Policy – We use TNT or National Pallets for our deliveries, depending on the weight and quantity of the order. All of our items are made to order and we aim to deliver within 14 working days to addresses in the UK and 28 working days for international orders.
(d) Customers can also collect their order directly from our workshop in person. Workshop address:- Unit 5, Zone C, Chelmsford Road Industrial Estate, Great Dunmow, Essex, CM6 1HD.
4. CHANGES TO WEBSITE
(a) The Company cannot be held responsible if things change and errors occur before or after information is placed on our website. The Company check regularly to see if the Company need to update or correct any information or prices. If there are any changes or updates required, the Company will update the website as urgently as possible.
(b) If the customer has placed any orders after this time, the Company will try their best to notify the Customer of the updates, significant changes or mistakes which affect the Customer.
(c) In the event that an incorrect price has been entered in error, any order made based on such incorrect price will not be valid. The Customer will be advised of the mistake at the earliest opportunity and then have the option either to pay the correct price or to cancel and receive a full refund of any money the Customer has already paid.
5. THE CUSTOMER RESPONSIBILITIES
(a) The person who places the order must be at least 18 years old and is responsible for payment of the total cost of the order.
a) The Company cannot be held responsible for any problems, loss, injury or otherwise occurring as a result of omission, error, or oversight by the Customer.
(b) No liability can be accepted by the Company for any loss, injury or otherwise resulting from natural disasters, war, rioting, strikes, or any other circumstance beyond the Company’s control.
(c) The company reserves the right to refuse orders at their discretion.
(d) By placing an order online or otherwise providing us with an email address, you as the Customer authorise the Company to contact you in relation to your booking or enquiry using the contact details the Customer has provided.
7. RETURNS AND CANCELLATIONS POLICY
Rebel Strength manufacturers high quality goods, inspected before dispatch to be fault free and undamaged. On occasion however, if goods need to be returned, with this process being governed by the below Terms and Conditions.
(a) The customer has the right to cancel the contract and return the goods within 28 days of receipt. This is not applicable to bespoke orders.
(b) All orders should be thoroughly checked upon receipt, and any shortages/damages reported to us within 24 hours of receipt. Any goods arriving showing any damage at all should be signed for as ‘damaged’.
(c) We will only accept the returns of orders if we are satisfied that the products are defective and have carried out an inspection if required.
(d) Subject to agreement, returned orders (or parts of them) will be repaired, replaced or refunded as appropriate.
(e) We will be under no liability in relation to the goods if:
1. You fail to provide notice within 24 hours of receipt as detailed above
2. You continue to use the product after providing notice of any damages.
3. Damage arises as a result of general wear and tear
4. Damage arises as a result of misuse, wilful damage or alteration of the goods
(f) All exchanges/returns must be sent back to us within 28 days of receipt of goods, in their original packaging, un-used and in new condition. Please always include a returns form which can be requested from us via email. Returns will be subject to a 10% re-stocking fee, and shipping costs will not be refunded unless there is fault on our behalf.
(g) All orders should be thoroughly checked upon receipt, and any shortages/damages reported to us within 24 hours of receipt. Any goods arriving showing any damage at all should be signed for as ‘damaged’.
(h) Any refunds will incur a 10% admin/processing fee
(i) Returns policy for all coated items: All of our (coated) equipment is exempt from exchanges/refunds/replacements based on cosmetic damage from surface impact. Please consider that impact with a hard surface may cause cosmetic damage to all products. Cosmetic damage is exempt from the warranty, the warranty covers structural damage only. Please use soft surfaces when training with all of our equipment.
8. GOVERNING LAW
The Contract shall be interpreted and governed in accordance with current English laws.
9. COMPLAINTS PROCEDURE
If you have any queries or complaints in reference to our service and goods, please refer to the below details:
If you are unhappy with our products or service for any reason please get in touch so we can work to put it right. All complaints are handled by our senior team and we commit to making it as simple as possible. You can reach us via the following methods.
In person: Rebel Strength, FAO Andy Wilby, Chelmsford Rd Ind Estate, Unit 5, Zone C CM6 1HD
In writing: Please write to us at the above address with your order number and details of the complaint
Tel : 01371 708655
We endeavour to acknowledge to all complaints within 3 working days of receiving the initial complaint. We will then issue a response within 4 weeks of receiving the initial complaint. Max time for complaint resolution is 8 weeks. If we are unable to reach a resolution for a complaint we will contact you explaining the reasons as to why your complaint cannot be handled internally.
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
London, E14 9SR
Telephone: 0800 023 4567
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
10. DISCOUNT CODES
(a) All offer codes are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions.
(b) The offer code must be entered in to the Voucher Code field on the basket page and applied for the discount to be deducted from the order.