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The Stick & Cane Shops Terms & Conditions

About The Stick & Cane Shop



The Stick & Cane Shop is a trading subsidiary of Naysmith Ltd since 2007. We provide our customers with great value for money, fast dispatch and delivery times; put this together with our excellent customer service and it all provides you with a more enjoyable internet shopping experience. Our friendly and experienced staff are ready to assist you if you need help placing an order or with any queries you may have. If you have any suggestions or comments please email us using the link below.

Our Company Details

Address :
The Stick & Cane Shop
Naysmith Ltd
Unit 5/6 Polbeth Industrial Estate
West Calder
West Lothian
EH55 8TJ
UK

VAT Registration Number : 847 9420 90
Company Registration Number : SC32166


Email : info@stickandcaneshop.co.uk
Phone : +44 (0) 1506 870220 or our local rate number for UK residents 0845 602 3712
Phone line : Open between 9am - 4pm Monday to Friday, excluding Bank Holidays.

Placing an order with us

We sell to customers in the UK and Worldwide, UK law is the applicable law.

We abide by the rules stated in The Consumer Protection (Distance Selling) Regulations 2000 (as amended) and the Electronic Commerce (EC Directive) Regulations 2002.

It is important that you read these terms and conditions as the use of our web site is subject to them. In the unlikely event that you have a complaint against www.stickandcaneshop.co.uk or one of its products please send an email to info@stickandcaneshop.co.uk or write to the address above.

When buying goods and services on the internet the consumer is entering into a legally binding contract.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order when we send you an invoice and hence a contract between us. We have included this term to protect us in the case that a mistake has been made in pricing of the goods, shipping charges or subject to stock availability where we are no longer able to supply a particular product for some reason. In this case, we will always contact you first before any decision is made on your order.

If by rare chance your item is not in stock, we will try our best to get in touch with you by email or phone before dispatch time. If we are unable to get in contact with you in time, we will back order the out of stock item and send out the remainder of your order. If the item is not coming back into stock within 10 working days, we will refund the item and you will be notified by email. 

Please ensure you provide us with a valid email address as we will email your invoice to you. If you do not have an email address we will post a hardcopy out to you. 

Payment Methods

We accept Visa, MasterCard, Maestro, American Express, Electron, debit and credit card payments in GBP. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency and the conversion will show on your card statement. Exchange rates are controlled by your card issuer. 

We can accept cheques and PO's that are in GBP Sterling and drawn on a UK BANK ONLY. Please make payable to Naysmith Ltd and cross A/C Payee. Goods will be despatched once your cheque has been received. If payment is not received within 10 working days of the order being placed the order will be cancelled and the goods returned to stock.

Back Orders

If you wish to order an out of stock item, please call us and if we know that the item is due to come back into stock, we can place a back order for you. It will be dispatched as soon as it arrives back into stock. Payment will only be taken when the order is ready for dispatch.

Tax Charges and VAT Relief

For orders being delivered within the UK or the European Union, 20% VAT is added. All other orders are VAT free and prices are amended at checkout. All product prices are shown inclusive of VAT. 

What is VAT Exemption/Relief?
VAT exemption allows Charities and chronically sick or disabled people to buy eligible items at 0% VAT to save them money. 

Who is eligible for VAT relief?
To be eligible for VAT relief the government says you have to fit the following criteria:-

~Charities – simply provide your charity number in the name box in the checkout area.

A person is ‘chronically sick or disabled’ if he/she is a person:
~with a physical or mental impairment which has a long term and substantial adverse effect upon his/her ability to carry out everyday activities.
~with a condition which the medical profession treats as a chronic sickness, such as diabetes or
~who is terminally ill.

It does NOT include a frail elderly person who is otherwise able –bodied or any person who is temporarily disabled or incapacitated, such as with a broken limb.

~The goods are for their personal or domestic use.
~The goods are manufactured specifically to suit a disabled person. ie regular crooks, derby's, folding sticks, country sticks, trekking poles, hiking staves, shepherds crooks, thumb sticks, collectors and speciality canes are NOT eligible for VAT relief. We shall be working through our products to start indicating if a product is eligible for VAT relief, until we are finished please give our customer service team a call if you are unsure if the item you want is eligible. 

To claim VAT relief the government require a simple declaration to be made as to the nature of your disability at the time of purchase. No proof of disability needs to be shown to any party at any time. 

Click here to visit H.M. Revenue & Customs VAT for disabled people: Notice 701/7

Click here to download our declaration form in a PDF format

Despatch and Delivery

We are currently despatching orders received before 12:00 on the same day, otherwise they are despatched the following day of receipt of payment (ex. Sat, Sun and Bank Holidays). International orders are despatched the next working day from receipt of payment.


UK Delivery

We have a great delivery price from the Royal Mail and Interlink Express which deliver our walking sticks to all around the UK. As our delivery costs are regularly reviewed to keep prices as low as we can, prices shown in the checkout and customer service are subject to change. Please be assured we keep the delivery and packaging costs as low as possible, while assuring your order is delivered safely. Please note: Heavier or items too long or expensive to be sent by Royal Mail will default to Courier.

  • Standard Delivery is £3.95
  • Interlink Express Courier Delivery is £6.95
  • Guaranteed Next Day Delivery is £9.95
Please note: these great prices are per consignment and that extra charges only apply for courier deliveries to Central London, offshore UK destinations and for the Scottish Highlands.

An order can be left in a secure weather-proof location (e.g. shed, outhouse or garage) on the instructions of the customer but this is done at the customers own risk. We cannot advise the delivery companies to leave an item on the doorstep, over back gate or in the back garden etc.

If a Courier delivery arrives damaged or crushed, please do not sign for it or sign for it only as damaged container, let us know within 24hrs, so we may arrange for the courier to collect the damaged item and return it to us.


International Delivery

When we sell to customers worldwide we have a delivery contact with FedEx International and GeoPost Europe which give us a competitive price. Small or folding items can be sent by Airmail which gives you a considerable saving. International services costs vary by country and the service options and charges will be shown at checkout. Non-Folding Walking Sticks are too long to be sent by small packet airmail and they are sent by FedEx International services or GeoPost Europe.

  • European Courier Service is by GeoPost Group.
  • Airmail is by Royal Mail International Signed For small packet post.
  • International deliveries is by FedEx International
FedEx International services are charged first volumetrically and then by weight.
Royal Mail Airmail services are charged by weight.

Delivery Schedule

Delivery Times Summary

  • Standard Delivery generally takes 2 to 5 working days from despatch.
  • Royal Mail Special Delivery will take 1 working day from despatch for delivery by 1pm. (Not guaranteed for Saturday delivery)
  • Courier Delivery will take 1 to 2 working days (Monday to Friday) from despatch for UK Mainland and Central London in normal conditions, 2 to 4 working days from despatch for the Scottish Highlands and Islands, UK Islands, Northern Ireland and Eire.<Courier Service does not deliver on Saturdays.>
  • Guaranteed Next Day Delivery will only apply to orders recieved before 1pm. Deliveries are Monday to Friday Only<Guaranteed Next Day Delivery does not deliver on Saturdays.>
  • GeoPost European Deliveries takes 2 to 8 working days depending on the area. 1-2 Days to France and Germany, 3-4 days to Spain but further reaching destinations like Greece will take 7-8 workings days.
  • FedEx International takes 2 to 5 working days.
  • Airmail will take 5 to 10 working days.
Please note: For international deliveries we are not responsible for any further duties or charges to be paid to the receiving country's Custom Officials. These have to be paid for by the customer. If an order is returned to us because of non payment of duties we will refund the item less the return charges made by the Courier company.

The times stated are those promised by the delivery companies involved, but sometimes delays occur out with our control. We cannot be held responsible for delivery delays occurring once goods leave our warehouse i.e. inclement weather or vehicle/equipment breakdown. Naysmith Ltd will not accept any liability for late delivery of the goods and delivery time will not be the essence of our accepting an order.

Airmail has limited tracking, Courier and FedEx International services have full tracking. If you wish to track an item please call 0845 602 3712 between 09:00 and 16:00 or email 
stickandcaneshop@naysmith.ltd.uk for your tracking number.

Naysmith Ltd will not accept liability for non-delivery, where this is caused by circumstances beyond our control. But if your order has not been delivered after 10 working days from the date of despatch, and cannot be traced by Royal Mail, Interlink Express and FedEx, then we will replace the item at no extra cost.

Returns Policy

We want you to be totally satisfied with every purchase you make from The Stick & Cane Shop. But if you are looking to return an item be it for an exchange or refund, please call or e-mail us first for a returns number, quoting your order reference number so we can find your order quickly. 

Naysmith Ltd warrants that the goods are free from defects at the time of despatch.

We cannot refund or exchange walking sticks that have been shortened, as these have been personalised for you.

When returning an item, please re-use the original packaging if possible; otherwise please ensure goods are packaged sufficiently to prevent damage. Please include a covering note or a copy of your packing list, stating your returns number and what your wishes are for an exchange, replacement or refund. If you return an item without a returns number this may cause a delay in your request. We can only replace or refund on goods that are returned to us accompanied by a returns number and a order reference number or a transaction number.

Always obtain proof of posting as claims can then be made against the post office for loss or damage. We cannot refund or exchange goods that arrive back damaged or are lost in the post.

Any refund given will be made automatically to your original order payment method (at the current rate of exchange for overseas orders).

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm 


Returns - Replacement

We guarantee to replace or, if out of stock refund; faulty or items damaged in transit. Simply notify us within 7 days of delivery of the goods, we may ask you to take photograph of the damage and email it to us as proof and we can then send out a replacement faster. The item may have to still be returned to the manufacturer, if this is the case we will email you freepost address or arrange for the courier to re-collect the return. 

If a Courier delivery arrives damaged or crushed, please do not sign for it or sign for it only as damaged container, let us know within 24hrs, so we may arrange for the courier to collect the damaged item and return it to us.


Returns - Exchange

When returning an item for exchange, please call or email to check we have the item you want in stock and we can reserve the item for you and issue you with a returns number. Exchange items must be returned 'as new' with all original labels and packaging included. Please mark clearly what you would like as a replacement on a covering note. Once we have received your return and processed your exchange, if there is any difference due we will contact you before dispatch. Return costs cannot be refunded, but we will send out the exchanged item free of charge.

If you need the exchange item in a hurry then we would suggest you place a new order which we can then dispatch straight away. Once we have received the returned item we will refund the item cost back to your original order payment method. 


Order Cancellation - Refund

By law, under the Distance Selling Regulations, you have the right to cancel your order at any time before your order is dispatched or up to 14 working days after your order has been delivered.

To cancel your purchase, please phone or e-mail within fourteen days of the delivery of your items, quoting the order reference number and we will issue you a returns number. You must not use or open the items or remove the labels or plastic/cellophane pouches. We cannot refund items that are returned  damaged, used or without manufacturers packaging or labels.  Return and original packaging costs cannot be refunded. If you cancel your order before dispatch a full refund will be given.


Returns - Failed deliveries

If our courier or FedEx delivery is not picked up by the customer or if delivery is refused by the customer then the return charge made by the courier company or FedEx International will be deducted from any refund. 

If an item is returned as undeliverable then we will make every effort to contact the customer to arrange redelivery, a further shipping charge may apply. If contact cannot be made then the order will be refunded less original shipping charge and return charges if any.

Liability

The total liability for any claim howsoever arising shall not exceed the price of the goods supplied by Naysmith Ltd.

Data Protection and Privacy Policy

We understand the importance of protecting your contact information. All transactions that you place with us on this website are confidential; your details will only ever be used to process your order and to provide you with the most efficient customer service possible.

Any personal information given at the time of ordering or when making an enquiry by whatever means is collected lawfully and in accordance with the Data Protection Act 1998.

We only take information than is necessary to process your order and we will never pass on your personal information onto third parties, except contact details for order delivery purposes only.

Naysmith Ltd may contact you by e-mail with offers of goods or services or information that may be of interest to you. By providing us with your details you consent to being contacted by this method for these purposes. If you do not wish to receive e-mails from us, please tick the box in the checkout at point of confirmation.

Credit Card Security

Our site is linked to Actinic Payments and PayPal secure servers, so you may use your credit or debit card with confidence. When making payments by credit or debit card all the payment details are taken by Actinic Payments which is powered by Creditcall, unless you chose to pay via PayPal. Their secure online servers use the latest SSL encryption and the information is transmitted using very complicated logarithm combinations. If you prefer to order over the telephone, be rest assured that your payment details are destroyed as soon as we have finished processing your order. We use Actinic Payments to take all our payments including telephone orders. We do not retain any card details.

Cookie Policy

Cookies are only used on this website where it is necessary to process your order. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. 

Guarantee

We guarantee your satisfaction. All our products come with a 7 day no quibble guarantee. If an item arrives faulty then inform us within 7 days and we will replace or refund.

Our product guarantee period is twelve months from the date of purchase, if repair is not possible we will replace the faulty item, the original date of purchase will still apply to the replacement. Proof of purchase must be provided and warranty does not cover goods used inappropriately (ie for stage props). Everyday wear and tear is not covered by our guarantee.

Copyright and Trademarks

Site design, content text and graphics are the copyright of Naysmith Ltd, ALL RIGHTS RESERVED.

Product/Service Specifications

We reserve the right to alter specifications without prior notice. All sizes and weights given are as a guide only and are approximate. Representations of colour are approximate due to the limitations of photographic and calibrations of different output devices. 

There may also be slight occasional differences such as rubber instead of metal ferrules or slight length differences, where the manufactures have changed the specifications and have failed to inform us of the changes. All goods are subject to availability.

Care and Safety

You must ensure that all care and safety information that accompanies your purchase is maintained for future reference.

Prices

Prices remain in force until we publish new prices on our website.