These terms and conditions govern the sale of products to you by Ruroc Limited, registered in England and Wales company no. 7450896, through our website, email, and telephone sales (hereafter “Ruroc.com” or "us") trading as an independent Merchant of Ski/Snowboard helmets and goggle systems.
Please read these conditions carefully before purchasing products from us. By ordering our products, you signify your agreement to be bound by these terms and conditions.
1. Our contract
When you place an order to purchase a product from us, you will be sent an automated e-mail by Ruroc.com confirming receipt of your order and setting out the details of your order.
Your order represents an offer to purchase a product from us which is accepted by us when we send an e-mail confirmation stating that we've dispatched that product to you (the "Dispatch Confirmation E-mail"). That acceptance will be complete at the time we send the Dispatch Confirmation E-mail. Any products on the same order which have not been confirmed in a Dispatch Confirmation E-mail as having been dispatched do not form part of that contract.
2. Delivery
Items sold by us on the Ruroc website are dispatched from Gloucester, UK and can be dispatched to various locations around the world. All the times that we quote are UK local time.
Delivery Times are based on standard working days - Monday to Friday, no Saturday deliveries, excluding public holidays.
Orders for next day delivery need to be completed by 12pm.
Next working day delivery only applies to Mainland UK.
Orders made between 12.00 PM on Friday and 12.00 PM on Monday will be posted on the Monday.
All parcels must be signed for and acknowledged on delivery. If no one is available to accept delivery, we will attempt another delivery and hold your parcel for up for 7 days. If we are unable to deliver after 7 days, we will consider the delivery as failed and your parcel will be returned to Ruroc. On receipt of a failed delivery, Ruroc shall refund the order value less the delivery charge.
UK Customers
Orders over £100 are sent using our express courier service.
Orders with a value of less than £100 are sent using the Royal Mail Next Day Special Delivery service or equivalent service. This service is fully insured, offers Online Tracking and “guarantees delivery to 99% of the UK by 1.00 PM the next working day”. (see www.royalmail.com/specialdelivery for further details) This guarantee is applicable from the time and day of posting.
UK Shipping Rates
| Destination | Order Value | Shipping Rate |
|---|---|---|
| Mainland UK | Over £100 | Free |
| Mainland UK | £25 - £100 | £4.99 |
| Mainland UK | Less than £25 | £2.50 |
International Customers
All Products are sold on Delivery Duty unpaid basis. Recipients outside the EU may have to pay import duty or a formal customs entry fee prior to or on delivery and additional taxes, fees or levies may apply according to local legislation. Please check these details before placing any orders for deliveries outside the EU. www.Ruroc.com is a UK website. We only accept Pounds Sterling (£) on all transactions made.
If you are paying with an international credit or bank payment card, you may be subject to an additional administration/handling fee and/or any other charges that may apply by the Credit Card Company or bank who will also determine the currency conversion rate applicable at the time of the transaction.
Ruroc will not be able to process VAT refunds for international customers.
International Delivery
We offer a fully tracked and insured courier service for orders of £100 and over.
Orders of £100 and over
| Destination | Shipping Rate | Save |
|---|---|---|
| European Union | £9.99 | £10.00 |
| Canada | £14.99 | £20.00 |
| USA | £14.99 | £20.00 |
| Channel Islands | £14.99 | £15.00 |
| Rest of world | £24.99 | £20.00 |
Orders valued at less than £100 we ship goods using Royal Mail.
Less than £100
| Destination | Our Rate |
|---|---|
| European Union | £9.99 |
| Canada | £9.99 |
| USA | £9.99 |
| Channel Islands | £9.99 |
| Rest of world | £9.99 |
For international returns, postage is payable by the customer for postal returns from outside the UK. You must retain your proof of postage.
Defective Products
On delivery, please check the Products carefully for any possible defects. If you believe that any of our Products may be defective or of unsatisfactory quality, please notify returns@ruroc.com as soon as possible, where possible, or within a reasonable time. We ask that you take reasonable care of the Products while your claim is being investigated. Please do not return any Products which you believe may be defective before contacting returns@ruroc.com. If you are returning a Product from outside the UK, you are responsible for return postage costs and retaining proof of postage. If the Products are confirmed defective or mis-described, we will reimburse you for reasonable return postage costs. If all Products confirmed defective constitute the entire order or if all Products were faulty or damaged, the original delivery charge will be reimbursed.
It is the buyer's responsibility to notify us if their order has not been received within 21 days of the estimated delivery date or receipt of our invoice. If no notification is made within this time period the buyer shall be deemed to have received the goods.
All claims against damage, loss or late delivery of your order must be taken up with the postage service provider. Ruroc will always look to help and may be able to offer advice on how to deal with your claim.
3. Refunds and Cancellation
At Ruroc.com we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 7-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 7 days of the date you received the item.
Custom and Bespoke Helmet Systems
Our returns guarantee does not apply to ‘Spectrum’ or other custom made helmets supplied to your own specification, nor to any helmets made to order.
EU Customers
By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
To cancel your purchase within the seven-working-day cooling-off period, please contact us at returns@ruroc.com to inform us that you simply do not wish to purchase the product any more. Please package the relevant item securely and send it to us using your personalised return label within 14 days following the date that the item was delivered to you.
Please note that we cannot accept returns if you deliver them to us by hand.
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.
You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: giftwrapping).
As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge (providing the postage process has not commenced).
We cannot usually reclaim the cost of any priority, express or courier services once they have been booked by us and we are therefore unable to refund the cost of these services once booking has taken place.
Non EU Customers
Customers outside the EU if you are not completely satisfied with the goods you have purchased and you notify us in writing within a 7 day period from receipt of goods we will happily refund the price of the product. Unfortunately, we cannot refund any shipping costs incurred.
4. Availability of Goods
All goods advertised on the site are subject to availability. If an item that you wish to order is unavailable, we shall inform you by telephone or e-mail.
We shall not charge you for goods that we cannot supply for any reason, although, we may take pre-orders on items not currently held in stock but will always indicate this during the checkout process. However we will not be responsible for any losses or damage that may occur if we fail to supply goods.
We have made every effort to display all the goods on the website as accurately and fairly as possible.
We will meet our responsibilities under this contract within a reasonable time unless it is impossible to do so because of circumstances beyond our reasonable control; in particular we will not be responsible for delays caused by our suppliers.
If we are unable to dispatch a product due to unavailability or for any other reason we reserve the right to cancel your order and refund any payment taken without obligation to fulfil your order.
5. Ownership and title
All ownership, title and risk of loss and/or damage in the product you have purchased shall pass to you at the point and time at which such product leaves our UK warehouse.
6. Returning Goods
If, despite having followed our Helmet Sizing Guidelines, you find that your purchased product does not fit properly, you have the following options:
Exchange: You can return your product to us, having agreed it with us first at returns@ruroc.com.
Your purchase should be returned in a complete state with all its original packaging to exchange it for another product of the correct size, providing this is available on our site. Exchanges are made at the discretion of Ruroc.com and the customer will incur the additional shipping costs of any replacement and return. All exchanges must be made within 7 days of your receipt of the item.
Cancellation: In the event that you change your mind about an item you can cancel your order. If you cancel your order before postage costs have been incurred you will receive a full refund for your order including postage. If you notify us after postage costs have been incurred you will be liable for those costs. If the item has already been posted you must return the item to us (unused, in its full state and original packaging) and will be charged 15% to restock any items, you will also be charged for any postage and /or non reclaimable customs costs incurred. All cancellations and returns must be made within 7 days of your receipt of the item.
Any item returned to us is at your own risk and cost. Please note that we will not be liable for any loss or damage to any returned items in transit and products remain your responsibility and property until we receive them. If returned items are lost or damaged in transit, we will have to charge you (or not to refund any amounts attributable to) such loss or damage. Please send any item(s) you intend to return in the original packaging to:
Returns Address
Ruroc Limited
City Business Centre
Hemmingsdale Rd.
Hempsted
Gloucester
GL2 5HN
You must print out the “returns” email that we have provided you and enclose within the box. This email will detail the agreed returns process. No returns can be processed without these details!
7. Customs
If your delivery address is outside the UK, the addressee will be the importer of record and must comply with all laws and regulations of the country into which the products are delivered. The product may be subject to import duties and taxes, which are levied once the package reaches the country of delivery. Any such additional charges levied for customs clearance must be borne by you. Please note that we have no control over these charges and cannot predict what they may be at any time in the future.
8. Privacy
Ruroc.com are committed to protecting your privacy. We will only use the information collected from you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. The type of information we collect about you includes: your name, address, phone number and e-mail address. Any personal information that you provide to us will only be used for the purpose stated at the time we request it. We will not sell, license or trade your personal information to others. We do not provide your personal information to direct marketing companies or other such organisations.
Personal information provided by you, and any other information relating to you, will be held by RuRoc.com and may be used for its own marketing purposes, or occasionally shared with other organisations in the prevention of fraud.
Using the logging data we analyse demographic and other statistical information about user behaviour to analyse the popularity and effectiveness of our site. In performing such analysis and in the course of our business we will only ever disclose such information in an aggregated form that is not capable of identifying an individual user. The personal information which we hold will be held securely in accordance with the law.
9. Electronic Communications
When you transact with us or send e-mails to us, you are communicating with us electronically. We communicate with you directly by e-mail or by posting notices on the Ruroc.com website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
10. Losses
Ruroc.com will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that was not reasonably foreseeable to both you and us when you submitted your order to us or when a contract for the sale of goods by us to you was formed. Ruroc.com does not limit in any way our liability by law for death or personal injury caused from our negligence or breach of duty.
However, Skiing, snowboarding, and other related activities are hazardous and dangerous sports. Participation may lead to injury or death of yourselves or third parties. The customer must fully accept and assume all risks, damages, injury or death which may result from such activities. Ruroc accepts absolutely no liability for any such damages, injuries, deaths or other costs incurred as a result of such activities.
11. Alteration of service or amendments to the conditions
We reserve the right to make changes to our policies, and these terms and conditions at any time. You will be subject to the policies and terms and conditions in force at the time that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
12. Currency Conversion
The currency convertor on our website is based on GBP and uses a daily exchange rate update supplied by Yahoo Finance to give an indicative price in your prefered currency. All invoicing and final payments are transacted in GBP and your payment provider will be responsible for final transaction exchange rates.
13. Our details
Ruroc Limited whose registered office is at City Business Centre, Hemmingsdale Rd, Hempsted, Gloucester, Gloucestershire, GL2 5HN.
Warranty
WARRANTY INFORMATION
Ruroc warrants all products to be free of defects in material or workmanship for a period of one year from the date of purchase.
If a Ruroc product fails due to defects in craftsmanship or materials, within the warranty period, we will repair or replace the product free of charge. Be aware that this warranty is limited to the original purchaser only. For detailed information please see the guideline below and/or the product specification following the product.
If you have any questions regarding our services or guarantees, please feel free to contact our service centre by e-mail at: warranty@ruroc.com
THE WARRANTY PROCESS
- Before you return any product you must contact Ruroc by e-mail to obtain a return authorization.
- Arrange and pay for transport to Ruroc.
- Ensure that the returned product is washed, clean and dry before shipping. Dirty and/or foul smelling helmets will be returned unprocessed or may delay the process with an additional surcharge.
- Remember to include a note with your name, address and phone number AND, make sure to include a short statement explaining the warranty problem.
Alternatively, you may also return your product to the store from where you originally purchased the product. Any Ruroc dealer is able to handle the warranty process on your behalf.
NOTE: Damage due to wear and tear, misuse or neglect is not covered under warranty. Please contact our warranty department if you have any questions.
Nothing in these terms and conditions affects your statutory rights.
08-11-2011
