01933 388281
Troutcatchers Terms and ConditionsThese Terms & Conditions apply to all purchases made from Troutcatchers and to your use of the Troutcatchers website. By using this website, placing an order, or creating an account with Troutcatchers, you agree to these Terms & Conditions. Nothing in these Terms & Conditions affects your statutory rights. 1. About TroutcatchersTroutcatchers is the trading name of Nene Valley Angling Ltd. Company registration number: 7699630 Troutcatchers was established in 2002 and became limited in 2011. We are a UK specialist fly fishing retailer offering fly fishing tackle, fly tying materials, waders, clothing, accessories, hooks, tools, fly lines and related products. Our website is open 24 hours a day, all year round. Our normal office hours are Monday to Friday, 9am to 4pm, excluding England bank holidays. 2. Contacting usThe quickest way to contact us is by email: info@troutcatchers.co.uk You can also telephone us on: 01933 388281 If we are unable to answer, please leave a clear message with your name, order number if applicable, telephone number and reason for calling. We aim to respond to emails and messages within 1 working day. Please contact us before returning any item so we can advise the correct return process. 3. Using this websiteYou agree to use this website lawfully and responsibly. You must not misuse the website, attempt to interfere with it, place false orders, provide misleading information, or use it for fraudulent activity. We may update, withdraw, correct or amend website content at any time. 4. Product information and imagesWe do our best to make sure product descriptions, images, prices, stock levels and other information are accurate. Product images are for guidance. Products may vary slightly from images because of manufacturer changes, packaging updates, dye lots, batch variation, natural materials, lighting, photography or screen settings. Natural fly tying materials can vary in colour, shade, shape, length, markings, fibre density, texture and overall appearance. This includes feathers, fur, hair, skins, hackles, dubbing and similar materials. Natural variation is normal and does not automatically mean a product is faulty. Manufacturers may also update product packaging, labels, colours, fittings, components or specifications. Where a change is minor and does not materially affect the product’s use, the product may still be supplied. 5. Choosing the correct productPlease check product details carefully before ordering. This includes, where relevant:
We are always happy to help before you buy. Where accurate product information has been provided, Troutcatchers is not responsible for a customer ordering the wrong size, wrong item, wrong fly line weight, wrong hook size, wrong thread/material colour, or an incompatible product. This does not affect your rights if goods are faulty, misdescribed or not as described. 6. Prices, VAT and currencyAll prices are shown in pounds sterling. UK prices include VAT where VAT applies. Books and some products may be zero-rated for VAT. If you order from outside the UK, UK VAT will be removed at checkout where applicable. Import duties, taxes and local charges may then be payable in your own country. Any currency converter shown on the website is for guidance only. Payment is taken in pounds sterling. Your card provider, bank or payment provider will apply its own exchange rate and any charges. 7. Pricing errorsWe make every effort to ensure prices are correct, but errors can happen. If we discover a pricing error, website error, system fault or stock error affecting your order, we will contact you as soon as reasonably possible. We may give you the option to:
Where a pricing error is obvious and unmistakable and could reasonably have been recognised as an error, we reserve the right to cancel or refuse the order, even if payment has already been made. If we cancel an order because of our pricing error, any payment taken will be refunded promptly. 8. Stock availabilityAll products are subject to availability. We hold stock of many products, but some items may be supplied from, or ordered through, suppliers. If an item is unavailable, delayed or discontinued, we may contact you to offer:
We may send a substitute product and will do our best to contact you before unless delivery timing is critical. 9. Placing an orderWhen you place an order, you are making an offer to buy the goods in your basket. Please check all order details carefully before submitting your order, including:
You are responsible for ensuring the information you provide is accurate and complete. 10. Order acceptanceAn order acknowledgement confirms that we have received your order. It does not mean that your order has been accepted. A contract is formed when we accept and process your order. We may refuse or cancel an order where there is a valid reason, including:
If an order is cancelled by us after payment has been taken, we will refund the amount paid for the cancelled item or order. 11. PaymentWe accept the payment methods shown at checkout. Payment may be taken at the point of order or order confirmation, depending on the payment method used. Card and online payments are processed securely by our payment providers. We do not have access nor keep your full card details. Where payment fails, is reversed, is suspected to be fraudulent, or is subject to chargeback, we may pause or cancel the order. 12. Special offers, discount codes, vouchers and loyalty rewardsSpecial offers, free gifts, discount codes, vouchers and loyalty rewards are subject to availability and may have their own conditions. Unless stated otherwise:
If an item is returned, any discount, voucher, loyalty reward or free gift linked to that item may be adjusted, removed or required to be returned. We reserve the right to refuse, cancel or amend orders where promotions have been misused or applied in error. 13. DeliveryDelivery options and charges are shown at checkout or on our delivery information page. Orders are normally dispatched within 1 working day where goods are in stock. Orders placed before midday are usually dispatched the same working day where possible. Delivery estimates are not guaranteed unless a guaranteed service is expressly offered and paid for. If an item is not in stock, delivery will normally be made within 28 days unless we agree a longer timescale with you. If you need an item by a specific date, please contact us before ordering so we can advise. 14. Delivery delaysWe are not responsible for delivery delays outside our reasonable control. This may include:
We do not make payments for consequential loss caused by delayed, missing or damaged deliveries. If your order is time-critical, please contact us before placing the order. 15. Risk in goods during deliveryFor consumer orders, goods remain at our risk until they are delivered to you, or to someone you have asked us to deliver them to. If you arrange your own courier or collection service, responsibility may pass once the goods are handed to that courier or collection service. Please inspect your parcel promptly after delivery and contact us as soon as possible if anything is damaged, missing or incorrect. 16. Proof of delivery and missing parcelsWe use Royal Mail, courier and supplier-direct delivery services. If your parcel appears to be missing, please contact us as soon as possible so we can investigate. Royal Mail and courier services may require a reasonable investigation period before a parcel is confirmed as lost. We may ask you to cooperate with a Royal Mail or courier investigation. This may include confirming non-receipt, checking with household members or neighbours, or completing a declaration. We will deal with missing or undelivered parcels in line with your statutory rights. 17. Delivery instructions and safe place requestsIf you ask for a parcel to be left with a neighbour, in a porch, safe place or other location, you do so at your own risk once the parcel has been delivered in line with your instruction. Please only provide delivery instructions where the location is secure. Troutcatchers is not responsible for loss or theft after a parcel has been delivered in accordance with your chosen delivery instruction. 18. Failed delivery, incorrect address and refused parcelsPlease provide a full and accurate delivery address, email address and telephone number. A telephone number is required for delivery, especially for courier and overseas orders. For overseas orders, a local telephone number may be needed because carriers may not call a UK number. If delivery fails because:
we may deduct or charge reasonable return, redelivery, courier, customs, storage or administration costs where the law allows. If delivery fails because of our error, we will put this right at our cost. 19. Heavy or bulky itemsSome heavy, bulky or unusual items may cost more to deliver, especially outside the UK, to Northern Ireland, offshore UK islands, remote areas or overseas destinations. This may include items such as waders, food smokers, float tubes and other large or heavy products. If delivery costs are unusually high, we may contact you before dispatch to agree an additional delivery charge or to cancel and refund the order. Customers outside mainland UK are welcome to contact us before placing an order for heavy or bulky items. 20. International ordersWe ship worldwide where practical and lawful. International customers are responsible for checking that goods may legally be imported into their delivery country. We cannot mark goods as gifts, undervalue goods, or make false customs declarations. This would breach customs rules. Customs paperwork will be completed honestly and goods may be described as sporting equipment, fishing tackle or other accurate product descriptions. Unless expressly stated otherwise at checkout, international customers are responsible for:
Customs authorities and carriers may deal directly with the receiver. In some cases, Troutcatchers may not be able to intervene. If goods are delayed, held, returned, abandoned, seized or destroyed because of customs rules, unpaid charges, import restrictions, incorrect customer information or failure to complete local clearance, Troutcatchers is not responsible for the loss except where the law says otherwise. Any return charges, abandonment charges, customs fees or carrier charges arising from this may be deducted from any refund where the law allows. 21. Overseas VAT, duties and taxesAll prices shown on the website include UK VAT where applicable. For orders delivered outside the UK, UK VAT may be removed where applicable. For example, an item advertised at £1.00 including UK VAT may be charged at £0.83 when UK VAT is removed. Books and some products may be zero-rated and therefore will not have VAT removed. From 1 January 2021, EU customers may also be responsible for import duties, taxes, customs charges and courier administration fees. Please contact your local customs authority before ordering if you are unsure what charges may apply. 22. International returnsPlease contact us before returning goods from outside the UK. International returns must be clearly marked on the customs paperwork as: “Goods being returned to country of origin” The paperwork should also make clear that the goods are being returned to the original seller. If customs duties, import taxes, clearance charges or courier administration charges are incurred because the return paperwork is incorrect or incomplete, those charges may be deducted from your refund where the law allows. Where avoidable customs charges are incurred on an international return, we may also deduct a reasonable administration fee of £25. We reserve the right to refuse or reject international returns that incur customs charges because they have not been correctly declared, where the law allows. 23. Consumer cancellation rightsIf you are a UK consumer buying online, by phone or by mail order, you normally have the right to cancel your order without giving a reason. You have 14 days from the day after you receive the goods to tell us that you wish to cancel. If your order is delivered in separate parcels, the 14-day period normally starts the day after you receive the final parcel. After telling us you wish to cancel, you then have a further 14 days to return the goods. You can tell us you wish to cancel by email, letter, contact form, return request, or any online cancellation/withdrawal option we make available. This right is separate from our goodwill returns policy. 24. EU online withdrawal / cancellation requestWhere required, including for qualifying EU consumer orders, Troutcatchers will provide an online cancellation or withdrawal request option. This may appear on our website as a withdrawal button, cancellation button, returns form or similar online link. Online withdrawal / cancellation request page: https://www.troutcatchers.co.uk/PBCPPlayer.asp?ID=2542915 Customers may also contact us by email or another clear written method where cancellation rights apply. When an online cancellation or withdrawal request is submitted, we will send confirmation by email or another durable method. 25. Troutcatchers 30-day goodwill returns policyIn addition to your statutory rights, Troutcatchers offers a 30-day goodwill returns policy for many unused items. Under this policy, goods should be returned to us within 30 days of the date you receive them. To help us process your return quickly, please contact us first to request a Return Authorisation Number. As part of a goodwill return, goods must be:
Goodwill returns are offered at our discretion and do not affect your statutory cancellation rights or faulty goods rights. 26. Return postageFor change-of-mind returns, including returns under our goodwill returns policy, you are responsible for return postage unless we have agreed otherwise. We strongly recommend using a tracked or recorded postal service and keeping proof of postage. You are responsible for the safe return of goods until they reach us, unless we arrange collection. Troutcatchers will cover reasonable return postage costs where the return is due to our error, a confirmed fault, an incorrect item, or goods not being as described, provided you have contacted us first and followed the return instructions. If higher return postage costs are expected, please contact us for approval before returning the item. 27. RefundsRefunds are normally processed within 2–3 working days of receiving and inspecting the returned goods. Your bank, card provider or payment provider may take additional time to show the refund. Refunds are usually made to the original payment method. For statutory cancellation returns, we will refund the goods and any standard outbound delivery charge you paid, in line with consumer law. If you chose a premium, express or upgraded delivery service, we only need to refund the cost of our cheapest standard delivery option where the law allows. If your original order qualified for free delivery and you return it under our goodwill returns policy outside your statutory cancellation rights, we may deduct the original outbound delivery cost from your refund. For overseas orders, the actual outbound delivery cost may be deducted where the law allows. 28. ExchangesExchanges are welcome where stock is available. If you ordered the wrong size, colour, weight, type or variation, you are normally responsible for the return postage and any redelivery charge. If an exchange is needed because of our error or a confirmed fault, we will cover reasonable postage costs. If the replacement item costs more, you will need to pay the difference. If it costs less, we will refund the difference. 29. Damaged, missing or incorrect itemsPlease check your order promptly after delivery. If an item is damaged, missing or incorrect, please contact us as soon as possible, ideally within 24 hours of delivery, so we can investigate quickly with the carrier or supplier. Please keep all packaging until we confirm what to do, especially where goods have arrived damaged. We may ask for photos of the parcel, packaging, label and damaged item. Reporting issues quickly helps us deal with courier claims, but this does not affect your statutory rights. 30. Faulty goods and statutory rightsIf goods are faulty, not as described, or not of satisfactory quality, please contact us as soon as possible. Your rights depend on the circumstances and when the fault appears. Where goods are confirmed as faulty, we will deal with the matter in line with your statutory rights. This may include repair, replacement, refund, partial refund, or another suitable remedy. Please do not return faulty goods without contacting us first, as we may need to advise on the correct process or obtain supplier/manufacturer input. Nothing in these Terms & Conditions removes your statutory rights. 31. Clean and dry returnsFor health and safety reasons, returned clothing, footwear, waders and similar items must be clean and dry. Our staff cannot process wet, dirty, contaminated or odorous items. Items returned in an unsuitable condition may be refused, returned to you at your cost, or have a reasonable deduction made from any refund where the law allows. This does not affect your rights where goods are faulty. 32. Reasonable care of returned goodsYou may inspect goods in the same way you reasonably would in a shop. You must take reasonable care of goods while they are in your possession. We may reduce / refuse a refund where goods have lost value because they have been handled, used or damaged beyond what is necessary to inspect them. Examples include:
33. Items excluded from normal return where legally allowedSome items may not be accepted for change-of-mind return where the law allows. This may include:
This does not affect your rights if goods are faulty, damaged, incorrect or not as described. 34. Special orders and discretionary restocking chargesSpecial-order items are products ordered specially at the customer’s request, or products not normally held as standard stock. Please contact us before returning any special-order item. Where a special-order item is returned without prior agreement and the law allows, we may apply a reasonable restocking charge of up to 10%, plus any applicable delivery costs. This does not affect your statutory rights if the item is faulty, damaged, incorrect or not as described. 35. Fly line loading serviceIf you ask us to load a new fly line, backing or leader onto a reel, we are happy to do so. Once backing or fly line has been fitted to a reel at your request, the product will no longer be in new, unused resaleable condition. Unless there is a confirmed manufacturing defect or the product is faulty, a loaded fly line or reel may not be eligible for normal change-of-mind return, or a deduction may be made from any refund where the law allows. Please check the fly line weight, reel size, backing choice and set-up carefully before asking us to load a line. 36. Waders, boots and clothingPlease try waders, boots and clothing on carefully indoors, on a clean, dry surface. Do not remove tags, labels or packaging until you are happy with the fit. Stockingfoot waders should be tried with suitable socks and care should be taken not to damage the stockingfoot, seams or fabric. Wading boots should not be worn outside until you are happy with the size and fit. Used, marked, soiled, wet, odorous or damaged waders, boots or clothing may not be accepted for normal return unless they are faulty. Warranty does not normally cover:
37. Fly tying materialsFly tying materials may vary naturally. Feathers, fur, hair, skins, hackles, dubbing and similar materials can vary in:
Dye lots and batches can vary. Screen settings can also make colours look different online. Small natural imperfections are normal and do not automatically make the product faulty. Please check colours, sizes and types before opening multiple packets or mixing materials with other stock. 38. Hooks, blades, tools and sharp itemsHooks, scissors, blades, needles, bodkins, dubbing tools and other sharp items must be handled responsibly. Please keep sharp items away from children and pets. Customers are responsible for safe use, storage and disposal of sharp items. Troutcatchers is not responsible for injury caused by careless handling, misuse, modification or use contrary to the product’s intended purpose. 39. Product warrantyUnless otherwise stated on the product page or manufacturer’s warranty, products manufactured and/or distributed by our suppliers are warranted to be free from defects in materials and workmanship. This means the product should not fail because of a fault in the way it was made or because defective materials were used. A product believed to be defective within 1 year from the date of purchase should be submitted for review with proof of purchase from the original owner. Please contact Troutcatchers before returning any product for warranty review. Warranty rights are in addition to your statutory rights and do not replace them. 40. Guarantee against manufacturing defectsA guarantee against manufacturing defects means the product is covered if there is a fault caused during manufacture. Examples may include:
It does not cover damage caused by:
For example, changing a built-in welded fly line loop to a braided loop would normally invalidate or affect a warranty claim because the original product has been altered. 41. Warranty review processTo assess a warranty claim, we may ask for:
Warranty decisions may require inspection by Troutcatchers, the distributor or the manufacturer. Where a warranty claim is accepted, Troutcatchers or the supplier may repair, replace or offer a similar product. Replacement components or products may differ in colour, design, packaging, model name or cosmetic features because products and materials change over time. If the original product is discontinued, a similar current product may be offered where appropriate. 42. What warranty does not normally coverWarranty does not normally cover:
Examples that may invalidate or affect a warranty claim include:
43. Commercial useUnless expressly stated otherwise, product warranties do not cover commercial use. Commercial use may include use by guides, instructors, fisheries, businesses, hire services, trade users, or other non-domestic use. Where an item is bought for commercial use, supplied to a business address, or purchased by a business customer, consumer cancellation rights may not apply. Where a manufacturer or supplier warranty excludes commercial use, Troutcatchers must follow the manufacturer’s warranty conditions. This does not affect any rights that cannot lawfully be excluded. 44. Supplier and manufacturer guaranteesSome products come with a supplier or manufacturer guarantee. Supplier and manufacturer guarantees may have their own terms, time limits, registration requirements, proof-of-purchase requirements, inspection process, postage charges or exclusions. Where a supplier or manufacturer guarantee applies, we will help you with the process where reasonable. The manufacturer’s or supplier’s inspection decision may determine whether a warranty claim is accepted under their guarantee. This does not affect any statutory rights you may have against Troutcatchers as the retailer. 45. Fly line careFly lines should be cleaned, dried, stored and maintained correctly. Failure to follow proper fly line care may affect warranty cover. Warranty does not normally cover damage caused by:
Please see our Fly Line Care & Information page for guidance: https://www.troutcatchers.co.uk/fly-line-care-information-c102x2679553 46. Product care and instructionsPlease read and follow any product instructions, care guidance, size charts, fitting advice, maintenance notes and safety warnings. Fishing tackle, clothing and equipment can be affected by water, mud, salt, grit, chemicals, heat, UV exposure, poor drying, abrasion and sharp objects. Failure to follow care instructions may affect warranty cover. 47. Website advice and product guidanceWe provide product information and advice in good faith. Any advice given on our website, by email, by telephone or through product content is general guidance based on the information available at the time. Fishing conditions, casting style, target species, water type, tackle set-up and personal preference vary. Customers remain responsible for choosing products suitable for their own needs unless we have expressly confirmed a specific requirement in writing. 48. Reviews, questions and customer contentIf you submit a review, product question, comment, photo or other content, you must ensure it is lawful, truthful and not offensive, abusive, misleading, defamatory or infringing someone else’s rights. We may refuse, remove or edit user content where reasonably necessary. By submitting content, you allow Troutcatchers to use it on our website, emails, social media and marketing unless you clearly tell us otherwise. 49. Privacy and data protectionWe process personal information in line with our Privacy Policy. Privacy Policy link: https://www.troutcatchers.co.uk/PBCPPlayer.asp?ID=1954291 We may use your information to:
We only share personal information where necessary, such as with payment providers, couriers, delivery partners, ecommerce platform providers, review platforms, IT providers, professional advisers or legal authorities where required. Marketing emails will only be sent where permitted by law. You can unsubscribe from marketing emails at any time. 50. CookiesCookies may be used to operate the website, remember basket contents, manage account login, store delivery details where selected, improve website performance and support website features. Please see our Cookie Policy for more information. If cookies are disabled, some website features may not work correctly and you may be unable to place an order. 51. Intellectual propertyThe Troutcatchers website, layout, text, images, product content, graphics, logos and other materials are owned by or licensed to Troutcatchers unless stated otherwise. You may use the website for personal shopping and browsing. You must not copy, reproduce, scrape, republish, distribute or commercially use our website content without permission. Brand names, product names, logos and trademarks belong to their respective owners. 52. Limitation of liabilityWe do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot legally be excluded. Subject to that, Troutcatchers is not responsible for:
53. Events outside our controlTroutcatchers will not be liable for delay or failure caused by events outside our reasonable control. This may include:
If an event outside our control affects your order, we will contact you where practical and try to reduce the impact. 54. Changes to these Terms & ConditionsWe may update these Terms & Conditions from time to time. The Terms & Conditions that apply to your order are the terms in force when your order is placed, unless a change is required by law or regulation. Please check this page before placing an order. 55. Governing lawThese Terms & Conditions are governed by the law of England and Wales. If you are a consumer living in Scotland, Northern Ireland or another country, you may also have mandatory legal rights in your own country or jurisdiction that cannot be excluded. 56. Final noteThese Terms & Conditions are intended to explain clearly how Troutcatchers operates and to protect both our customers and our business. Nothing in these Terms & Conditions affects your statutory rights. If you have any questions before ordering, returning an item or making a warranty claim, please contact us first. We are always happy to help. |
