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Terms & Conditions
Head Office Company Details:
Merlin Archery Ltd
329 Wetmore Road
Burton-On-Trent
DE14 1SP
Phone: +44 (0) 1283 296147
VAT Registration Number GB-507-8408-40
Company Registration Number 6930639
Customer service email: [email protected]
PLACING AN ORDER
You may place an order with us via our website or over the phone.
All orders accepted by us shall be subject to these terms and conditions.
When you place an order with us, an order acknowledgement email will be sent. This is to indicate we have received your order, but not acceptance of your order.
Your order will only have been deemed accepted after full payment has been received and your order has been dispatched.
We reserve the right not to fulfil any orders we receive. This is to protect us in the case of mistakes, such as inadvertently under-pricing goods, our inability to supply, suspected fraud or other similar reasons.
Editing Orders
A common question that we are asked is: ‘can I add to an order that is already processing?’. Unfortunately once your order has reached the ‘Processing’ stage in our system it will not be possible to edit the contents of it. If it is something urgent please get in touch with our Customer Service Team as quickly as possible and we will do our best to resolve this with you.
CLICK AND COLLECT
Our 4 shops operate click and collect differently. Please see instructions below.
| 'CLICK AND COLLECT' BURTON ON TRENT STORE |
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Click And Collect for the Burton on Trent showroom is now available Tuesday-Saturday, 9:30-5:00. Monday collections are available via appointment only so please contact our customer services to arrange this. To use this service, please add the items to your basket and proceed through the check out as normal. When selecting the shipping method there will be the option for 'Collect from Burton Shop'. By selecting this option, the shipping charges will be zero and your order will not be shipped out. Our warehouse team will process and package your order. When your order is ready, you will receive a dispatch notification letting you know your order is ready to collect. If you visit us to collect your order before it has been 'dispatched', we may not be able to supply you with your order at that time. Upon arrival at our shop, you will be asked to show your receipt and order number that will have been emailed to you when your online order has been 'dispatched'. Once verified, a member of our team will supply your order. If you would prefer not to order online, please email [email protected] or call the shop directly on 01283 296147 and they will be able to take your order manually. |
| 'CLICK AND COLLECT' DURHAM STORE |
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We can not offer online ordering for collection at our Durham store. If you would like to order items for collection, please email the store directly on [email protected] or call 01388 600076 and a member of our Durham team will check stock availability and prepare the order for you. Please do not travel to the shop unless you have been contacted by a human member of staff confirming your order is ready. The process is as follows: 1) Email or phone the store with your order. (If your order contains custom items, payment in advance will be required) |
| 'CLICK AND COLLECT' ESSEX STORE |
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We can not offer online ordering for collection at our Essex Store. If you would like to order items for collection, please email the store directly on [email protected] or call 07475 094828 and a member of our Essex team will check stock availability and prepare the order for you. Please do not travel to the shop unless you have been contacted by a human member of staff confirming your order is ready. The process is as follows: 1) Email or phone the store with your order. (If your order contains custom items, payment in advance will be required) |
| 'CLICK AND COLLECT' KENT STORE |
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We can not offer online ordering for collection at our Kent store. If you would like to order items for collection, please email the store directly on [email protected] or call 07749 060926 and a member of our Kent team will check stock availability and prepare the order for you. Please do not travel to the shop unless you have been contacted by a human member of staff confirming your order is ready. The process is as follows: 1) Email or phone the store with your order. (If your order contains custom items, payment in advance will be required) |
AGE RESTRICTED PRODUCTS
Any age restricted product will be clearly described as such on the product page for that item.
By placing an order for a product where an age restriction warning is displayed, you are confirming that you are over the required age.
Warning: It is an offence to attempt to buy an age restricted product if you are under the required age, or to attempt to purchase one on behalf of someone else who is under the required age.
As a responsible retailer, we want to make sure all our age restricted products are sold only to those of appropriate age. In addition to clearly labelling all our age restricted products we also carry out age verification checks and keep a database of refusals.
If we are unable to get a positive ID match via public means, we will contact you for further information.
If you are unwilling, or unable to provide suitable proof of age documentation, your order will be cancelled.
DELIVERY INFORMATION
What, no free delivery?
In an ideal world, delivery would be free. But this is the real world, and you should know by now nothing is for free. The cost of delivery has to be picked up by someone, and to offer free delivery would only mean a percentage increase in product prices to cover this cost.
We continually price check all our products to bring you the lowest possible pricing, and then add on a fair postage and packaging cost for that product type. We are confident that your total order, including shipping, will be extremely competitive. If you can find your order cheaper somewhere else, please tell us about it!
We use a combination of Royal Mail and 3rd party couriers. For all orders over £30 a signature is usually required. If no one is available to sign when a delivery attempt is made, a card will be left. Please follow the instructions on the card to arrange re-delivery.
Packages should be inspected for damage before acceptance. If the package is damaged on arrival, then sign for the package as ‘damaged upon delivery’. (Take photographs of the parcel before opening, as evidence of the damage).
You should inspect the delivery for conformity and report any discrepancies/shortages to us within 3 working days after delivery.
SHIPPING TIMES
Shipping times frames stated on the product pages and check out are estimates only.
When we receive your order, an order confirmation email is sent to the email address you supplied with the order.
When your order is shipped another email is sent to you confirming when it was sent, and where applicable, a tracking number will be included.
Please note that the shipping method selected at the check-out is not the delivery time from when the order is placed, but the service level provided by a 3rd party (e.g. Royal Mail). Once the items have been dispatched. These service levels are not guaranteed.
If you have not received your parcel, please contact us for assistance.
As a guideline, please see the typical dispatch time estimates listed below:
- 'in-stock items' from BURTON HQ are usually dispatched within 1-2 working days. (Monday - Friday)
- 'in-stock items' from all other locations are usually dispatched within 3-5 working days. (Monday - Friday)
- Arrow shafts which require cutting are usually dispatched within 2-3 working days. (Monday - Friday)
- Custom made arrows are usually dispatched within 10-14 days
If you have ordered multiple items with varying shipment estimates the order will be despatched in a single shipment when all items are available.
BACK ORDERS
If we are unable to fulfil your entire order, we will contact you and offer to back order the unavailable items or refund.
TAX CHARGES, CUSTOMS AND DUTY
VAT is included in the advertised price for UK customers.
If you are outside of the UK, please create an account and add your address to display prices excluding VAT.
For orders shipped to the UK
20% VAT is charged at the checkout.
For orders shipped to the EU
As the UK is no longer a member of the EU, you will not pay VAT at the checkout. Instead, you will pay your local VAT at the point of delivery.
You may also be charged on delivery duty and customs fees if applicable. This will vary depending on products ordered, order value and local rules, typically between 0% and 3%. However, we are trying to offset these costs by providing low-cost shipping rates.
Please note, if you refuse or do not pay these charges, what happens next is out of our control.
If the parcel is returned to us without any additional charges, we will refund you the original cost of goods, excluding the shipping charge.
If we incur additional costs to recover the goods, this cost will be deducted from the refund value.
If we are unable to recover the goods, no refund will be given
For orders shipped outside the UK and EU
No tax will be charged at the checkout.
For orders outside of the UK you will be responsible for the payment of all import duties and local taxes, as well as any additional customs clearance charges.
If you refuse or do not pay these charges, what happens next is out of our control.
If the parcel is returned to us without any additional charges, we will refund you the original cost of goods, excluding the shipping charge.
If we incur additional costs to recover the goods, this cost will be deducted from the refund value.
If we are unable to recover the goods, no refund will be given
Brexit
As the UK is no longer part of the EU, there are some changes in how we are shipping goods to Europe.
For all orders delivered to the EU, you will no longer pay VAT at the checkout. Instead, you will pay your local VAT rate at the point of delivery.
You may also be charged duty and customs fees (if applicable) at the point of delivery. This will vary depending on products ordered, order value and local rules, typically between 0% and 3%. However, we are trying to offset these costs by providing low-cost shipping rates.
VAT is included in the advertised price by default for UK customers or guest visitors. If you are outside of the UK, please create an account and add your address to display prices excluding VAT.
Please note we have updated our terms and conditions to reflect these changes which can be viewed here https://www.merlinarchery.co.uk/terms-conditions
CANCELLATIONS
We want you to be happy with your purchase! If you have any problems, please contact us and we will be pleased to help.
The Consumer Contract Regulations 2013 gives you the right to cancel your order within 14 days after receiving your goods. In most cases, you can change your mind and get a full refund.
Some products are exempt and can not be cancelled once processing has begun.
Examples include:
- Goods made to your specifications.
- Goods modified from the manufacturers original specifications by your request.
- These include, but are not limited to:
- Arrow shafts cut to your length
- Fletching of Arrows
- Custom made Bowstrings
- Custom made Bows
- Custom made Grips
- Unsealed DVD’s
If you wish to exercise your right of cancellation, you must inform us of your decision by clear statement, (e.g. email) and provide us with details of the order. We will then acknowledge your cancellation request and assist with the returns procedure.
You will be responsible for returning the goods to us at your own cost. The Consumer Contracts Regulations places a duty on you to take reasonable care of the goods once you have exercised your right to cancel.
Returned items must be packaged properly and shipped with appropriate insurance and traceability.
Merlin Archery Ltd. will refund you within 14 days the value of the original order (except for the supplementary costs arising if you choose a type of delivery other than our least expensive method of delivery).
Please note, we are legally entitled to make a deduction from any refund equal to any loss in value associated with unnecessary handling of the product. (Unnecessary handling would be anything more than what would normally be expected when inspecting a product in a retail shop.)
It may not be possible to prevent the dispatch of an order should the cancellation request be made after the order has progressed to our warehouse for processing.
WARRANTY AND FAULTY PRODUCTS
All of our products (excluding second hand items) are supplied with a manufacturers warranty. This warranty is in addition to your statutory rights.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality during the expected life cycle of the product.
If your product develops a fault within 30 days of purchase, we'll exchange or refund.
After 30 days, we will handle all faults in accordance with the Consumer Rights Act 2015 and the manufacturers warranty.
For detailed information of your rights, please visit citizensadvice.org.uk or call 03454 04 05 06
If you believe your product has developed a fault, please follow the procedure below so we can efficiently resolve the issue.
1) Call or email us and describe the problem. We may ask you to send photos of the fault to help us evaluate the issue.
2) It is likely we will need the product returned to us for inspection. We will discuss the best method of return if a return is required. You will be responsible for returning the product to us.
3) If after inspection a fault is confirmed, we will also refund your reasonable return postage costs, which will have been advised during step 2.
Please note we will not refund an unnecessarily expensive return postage method, and we will not refund all international postage costs.
If after inspection no fault is found, we will return the goods to you and you will be responsible for our reasonable postage costs.
4) The appropriate course of action will be advised in accordance with the Consumer Rights Act 2015 and the manufacturers warranty.
Please note that issues such as: wear and tear, modification, miss-use, stripped threads, paint chips, annodising, broken screws, loose screws, impact damage and other such items are not considered faults.
Also please note that consumables only carry a limited warranty. Please inspect these items carefully before use.
Consumable items are products such as:
- Bowstrings
- Cables
- Nocks
- Fletchings
- Arrows
- Targets
- Other similar product types
These products experience high degrees of wear and tear and are vulnerable to damage through normal use. Some require ongoing maintenance and repair.
All warranty claims will be evaluated on a case by case basis.
PAYMENTS
Credit/Debit Cards
Online card payments are processed securely via Sage Pay. www.sagepay.co.uk
We accept Visa Credit, Visa Debit, Visa Electron, MasterCard, Debit MasterCard and Maestro cards.
Paypal
PayPal is accepted for online orders. www.paypal.co.uk
Bank Transfer
Payment by bank transfer can be arranged. Please contact us for details.
PRODUCT PRICING, DESCRIPTIONS AND AVAILABILITY
While we go to considerable lengths to ensure our prices, images, descriptions, and availability indicators are accurate, sometimes errors may occur.
If we discover any errors or inaccuracies, we reserve the right to not fulfil any orders received.
We will always attempt to contact you to explain the issue, giving you the option to revise the order or cancel.
If your order is cancelled, you will receive a full refund.
Click here to read our price match promise terms & conditions.EXCHANGE RATES AND CURRENCY SWITCHER, GBP, EUR, USD
Merlin Archery Ltd is a UK company and all transactions will be in GB Pounds Sterling.
If you are purchasing from outside the UK, for your convenience we have provided a currency switcher that displays a price in Euros or US Dollars.
At the point of payment, the final transaction price will be displayed in GB Pounds Sterling and you will be committing to pay in GB Pounds Sterling.
The actual Euro or USD exchange rate may vary when comparing our website exchange rate, with your bank or credit card company exchange rate.
Please check with your bank or contact your credit card company to establish a precise exchange rate before committing to the purchase in GB Pounds Sterling.
We will not refund (or charge extra) any difference between what you may have expected to have been charged in Euros or US Dollars, compared to what you were actually charged in GB Pounds Sterling.
We do not accept payments in Euros or US Dollars.
COMPLAINTS
While we hope you will never find reason to complain, we do understand that sometimes things go wrong.
If for any reason you are not satisfied with our service, please tell us about it.
Please send a new email subject heading 'complaint' to [email protected].
Please include the reasons for your complaint and any other relevant information to help us investigate.
Your email will be forwarded on to an appropriate member of the management team for review.
All complaints will be responded to.
LIABILITY
We do not accept liability for any consequential loss of profit or indirect losses associated with the use of this website or products sold.
BUSINESS CUSTOMERS
If you are a business customer, the following terms and conditions apply.
Definitions:
The Seller: Merlin Archery Limited
The Buyer: Is the business customer
Pricing:
Price lists, offers or quotations of any form are free of obligation and given as indication only.
Product photos, descriptions and samples are given as indication only and may change at any time and without notice.
Orders:
A minimum order value of £100 excluding VAT and shipping is required.
An order received by the seller does not guarantee acceptance of said order.
The acceptance of an order by the seller does not guarantee acceptance of future orders.
Delivery:
Any delivery dates given shall be viewed as estimates only and are not binding.
Unless stated otherwise, the buyer shall be responsible for all delivery costs.
If the delivery is refused or delayed due to factors for which the buyer is responsible, the buyer will be responsible for any additional costs incurred.
Packages should be inspected for damage before acceptance. If the package is damaged on arrival, then sign for the package as ‘damaged upon delivery’. (Take photographs of the parcel before opening, as evidence of the damage).
Inspection:
The buyer should inspect the delivery for conformity and report any discrepancies/shortages to the seller within 5 workings days.
If the buyer has inspected the goods within 5 working days and finds the product to be of un-satisfactory quality or significantly not as described, then a complaint should be submitted with as much detail as possible so the seller can investigate.
If after investigation the complaint is well founded, the buyer must return the goods unused, and in their original packaging for inspection by the seller.
After the goods have been returned and the complaint verified, replacement goods will be shipped to the seller.
The buyer will pay the shipping costs to return the goods.
The seller will pay the shipping costs for the replacement items.
Delivery Times:
The estimated dispatch time for ‘in-stock’ items is 3-5 days working days.
The delivery time for ‘out of stock’ or ‘non-stocked (special order)’ can not be controlled by the seller and should be taken into consideration when placing an order.
Cancellation:
For standard products ordinarily stocked by the seller, the buyer can cancel their order prior to the order being dispatched.
For special order items not ordinarily stocked by the seller, the buyer can not cancel their order once the order has been placed.
Unwanted items:
The buyer can return unwanted items to the seller within 14 days of delivery, subject to a restocking charge of 20% that will be applied for the return of all unwanted items.
The buyer will pay the shipping costs to return the goods.
Goods should be in original condition.
Warranty:
The seller warranties the products to be free from defects in materials or workmanship for a period of 30 days from the date the items were delivered to the buyer.
For warranties beyond 30 days, the liability passes to the manufacturer. The seller will facilitate the execution of the warranty between the manufacturer and the buyer wherever possible, but the seller will not be liable for the warranty itself.
In the case of any warranty claim, suitable evidence should be provided by the buyer to allow the seller to investigate the claim.
In the event that a warranty claim is upheld by the seller, a repair or replacement shall be shipped to the buyer.
The seller reserves the right to request the defective part is returned to the seller for evaluation if necessary, and before any replacements are sent out.
The buyer will pay the shipping costs to return the goods.
The seller reserves the right to repair, replace or issue a credit note for faulty items.
Evidence of misuse, alteration, fair wear and tear, chips, dents, scratches, stripped threads, broken screws or other similar situations consistent within our sector are not covered under warranty.
Responsibility to the Brand:
It is expected that the buyer works with our brands in a professional and positive manner that is beneficial to the brands.
Buyers are expected to hold adequate stock levels which enable customers to view and handle the products.
If the seller feels that the buyer's actions are negatively affecting the long-term interests of a brand or is simply not maintaining the high standards expected by the seller, then the seller reserves the right to withdraw the buyer's dealer status.
Payment:
Full payment is required before dispatch of goods unless a separate agreement between seller and buyer exists.
Where a separate agreement exists, payment must always be made within 30 days to maintain supply.
If a buyers credit limit is exceeded, supply will be suspended.
The buyer may not withhold payment for delivered items for any reason.
Retention of Title:
All items supplied by the seller will remain the property of the seller until full payment has been received.