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Terms and Conditions



When you place an order with us you will be deemed to have read, understood and therefore agreed to our Terms and Conditions.  If you have any concerns or queries regarding these please call or email us prior to placing an order on .  You are also required to be over the age of 18 to place an order.  These terms and conditions do not affect your statutory rights

It is the customer's responsibility to complete full order details; Name, Billing Address - as it appears on the card statement address, Delivery Address, email contact and associated telephone numbers to the fullest. This will ensure that all orders are processed punctually. Please make sure that you provide the correct post code for your delivery address, as this will ensure that your goods are delivered as quickly and effectively as possible, as well as a daytime contact telephone number which we or the courier can contact you on. The details we request are processed through a verification service, failure to provide complete and accurate details may cause a delay in processing and dispatching any order.

 

Once you have placed an order, you will receive an email confirmation that the order is being processed. Orders sent within the UK mainland may be dispatched via DHL, TNT, Fedex, Parcelforce, Royal Mail, UPS or Interlink Express.

 

All effort shall be made to keep to a delivery date, time of delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses incurred by the Customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.

 

Non payment by the Customer of installment or delivery when due will entitle us to withhold subsequent deliveries and the Customer shall be liable for any costs incurred by the Supplier relating to such Goods which the Supplier is then entitled to withhold.


All Goods delivered will be to the Customer's address. The Customer is responsible for making all arrangements to take delivery of the Goods whenever they are tendered for delivery. All Goods that have been requested by the customer to be left in a 'safe'place are the responsibility of the customer and we or the delivery driver or delivery company will not be held liable for missing or stolen items.

 

Where a parcel cannot be delivered, (e.g. no-one at home), the courier will leave a card with details of the phone number to call to arrange another delivery. If the parcel does not arrive when you expect it then please don't hesitate to email us and we will do our best to liaise with the relevant courier to trace the parcel's whereabouts. If your parcel cannot be delivered because nobody can sign for it within 3 days it will be returned back to us. Should we then have to re-send the parcel, we reserve the right to re-charge the cost of re-delivery.

Important – All goods that are returned in exchange for a new item or refund must be in immaculate condition and sent with appropriate paper work.  For all goods that are not returned in suitable packaging in  immaculate condition a 25% charge will be made.  For all returns sent without appropriate paperwork may lead to a delay in processing your return and may take up to 6 weeks to process.

 

Van Tracks relies upon the services of third party couriers for all of our deliveries. We always aim to carry out our delivery promises, but there are inevitably a few rare occasions when the couriers fail to perform the service that they are required to. We cannot be held responsible for the late delivery of an item in such circumstances. For the avoidance of doubt van Tracks will not refund the standard delivery charge if the courier has failed to deliver the item(s) on the anticipated delivery date, unless where an upgraded premium guaranteed service has been paid for and has failed to deliver within the pre-agreed timescale, a refund will be given equal to the difference in price between the premium guaranteed service and the standard non-guaranteed service price.

 

Rates of carriage are uniform across the UK Mainland with the exception of some remote areas in Scotland. An extra charge applies to all off-shore islands. These are accounted for in our on-line ordering system.

 

All Van Tracks delivery prices are subject to VAT @ 20% as detailed on our on-line ordering system. Please note: The price charged for delivery of any item includes the cost of postage, packaging materials and order processing costs. The postage price seen on the package represents only a part of these costs.

 

Customs and Overseas
Please contact us for information on overseas charges and deliveries. Delivery costs vary and are dependent upon the weight and volumetric dimensions of the items dispatched.
Deliveries requested by the customer to a country outside of the UK, may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot prognosticate what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from Van Tracks, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

 

Damaged in Transit
As internal damage cannot always be identified on delivery, the Customer must sign the drivers manifest as “unchecked”. Should any damage be identified on opening the package, Van Tracks must be advised within 48 hours of the exact damage. It is imperative that the Customer does not dispose of any of the packaging, as this will be required to affect a claim against the carrier. The claim will be handled by Van Tracks, and an arrangement will be made to collect the damaged goods and replacements will be sent.

We cannot accept any claims for damage if the above time scales are not followed.

 

Incorrect Goods
It is the Customers responsibility to notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received i.e. we may require the manufactures part codes and a full description of what has been received. Should there be any extenuating circumstances that has prohibited the the Customer to remain within the specified time frame, resolution will be by mutual decision.

 

Non-Deliveries of Campervan Accessories
We will not accept liability for goods lost in transit unless we are notified within 5 days from the expected delivery date.

 

We shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported time scales. Except when extenuating circumstances have prevented notification within the reported timescale. The extenuating circumstances must be by mutual agreement.

Consumer Distance Selling Regulations

Consumer distance selling regulations means that 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, and we will issue a full refund for the price you paid for the item less any carriage costs.  Please note that all items returned must be unused and in pristine condition.  A 25% restocking charge will be made after this period.


Bespoke and custom made items are excluded as they are made specifically to customer’s orders.  This does not include goods that are faulty.  If the product is found to be faulty within one month of delivery the product may be returned for a full refund, replacement or repair.  This does not affect your statutory rights.
With the exception of faulty or damaged goods it is the customer’s responsibility to return goods to us.   Where goods are faulty or incorrect we can arrange for our courier to collect items.  We are unable to exchange items that are not damaged, defective or incorrect if the item is outside the 7 days (this will not however affect your 12 month guarantee if the item has broken due to a manufacturing fault).   Please note that this does not affect your statutory rights.

If you have changed your mind, under the Consumer Distance Selling regulations, you have 7 days to inform us of this and to return the goods at your own cost.  If you are returning your good(s) please inform us that you would like to return the item either by phone or email and send the goods back to us.  Please note that the responsibility of return lies with the customer as no refund or replacement can be issued until the goods are received in our office. A 25% restocking charge will be made after this period.

Privacy & Liability

We will treat all of your information as confidential and we will not pass on any of your details to any third party.

We have taken steps to ensure that all information we hold is stored in a safe and secure way.  We operate a safe and secure website and have taken steps to make sure that shopping on our website is protected.  All information stored both on our server and in hardcopy format is stored as securely and safely as possible.  However we cannot be held liable in the unlikely event of a breach in our secure computer server.

Your Statutory Rights

At Van Tracks we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. If this is the case please refer to the returns procedure above and the Consumer Distance selling regulations.

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

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--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk

Custom Made Products

Please note that as these products are made to order they cannot be cancelled once the order has been placed or altered once work has begun. On receipt of your order an order confirmation or invoice will be sent detailing your order. Please check this carefully as alterations cannot be made once work has begun on the cover. Colour swatches are available on request.

Disclaimer

Van Tracks reserve the right to change any products, prices, and details at any time without prior warning.

Delivery Destinations UK

We are able to deliver your camper van or motor home accessories to the following areas

Bedfordshire Luton Leighton, Dunstable, (Bedford,  Biggleswade, Buzzard, Sandy) Berkshire (Abingdon Maidenhead,, Bracknell, Newbury, Windsor, Reading Wokingham,) Buckinghamshire (,Buckingham Milton Keynes, Aylesbury Slough, , High Wycombe)
Cambridgeshire (Whittlesey, Wisbech, Ely, March Cambridge, , Chatteris, Linton)
Cheshire (,Crewe Stockport, Chester Port, Runcorn Birkenhead, Wallasey, , Ellesmere Macclesfield,)
Cornwall (, Truro Redruth, Camborne Bodmin, , St. Austell Penzance, Falmouth, , Newquay)
Cumberland (, Brampton Carlisle Whitehaven, , Penrith Workington, Keswick,)
Derbyshire (Matlock Derby Ashbourne), Ilkeston, Glossop, Chesterfield, Long Eaton, Swadlincote, Buxton, ,
Devon (, Plymouth, Exeter Paignton Torquay, , Barnstaple, Newton Tiverton, Abbot, Tavistock)
Dorset (Dorchester, , Weymouth Wimborne, Sherborne, Minster, Poole Shaftesbury)
Durham Sunderland (Durham, Washington, Stockton-on-Tees, Gateshead Darlington, Hartlepool, ,)
Essex (, Basildon, Chelmsford, Southend Romford Harlow, Colchester, , Brentwood, West Ham)
Gloucestershire (Gloucester, Bristol, Cheltenham, Stroud, Cirencester, Tewkesbury)
Hampshire (Winchester, Southampton, Portsmouth, Bournemouth, Basingstoke, Newport)
Herefordshire (Hereford, Ross-on-Wye, Leominster, Ledbury, Bromyard, Kington)
Hertfordshire (Hertford, Watford, St. Albans, Hemel Hempstead, Stevenage, Hatfield)
Huntingdonshire (Huntingdon, St. Ives, St. Neots, Ramsey, Yaxley)
Kent (Maidstone, Canterbury, Bromley, Rochester, Margate, Folkestone, Dover, Greenwich)
Lancashire (Lancaster, Liverpool, Manchester, Preston, Bolton, Warrington, Barrow-in-Furness)
Leicestershire (Leicester, Loughborough, Hinckley, Melton Mowbray, Coalville, Lutterworth)
Lincolnshire (Lincoln, Grimsby, Scunthorpe, Boston, Grantham, Stamford, Skegness, Louth)
Middlesex (City of London, Harrow, Enfield, Staines, Ealing, Potters Bar, Westminster )
Norfolk (Norwich, Great Yarmouth, King's Lynn, Dereham, Cromer, Hunstanton)
Northamptonshire (Northampton, Peterborough, Corby, Kettering, Wellingborough)
Northumberland (Alnwick, Newcastle-upon-Tyne, Morpeth, Hexham, Berwick-upon-Tweed)
Nottinghamshire (Nottingham, Mansfield, Worksop, Newark, Retford, Southwell)
Oxfordshire (Oxford, Banbury, Witney, Bicester, Henley-on-Thames, Carterton, Thame)
Rutland (Oakham, Uppingham. Cottesmore)
Shropshire (Shrewsbury, Telford, Oswestry, Bridgnorth, Whitchurch, Market Drayton, Ludlow)
Somerset (Taunton, Bath, Weston-super-Mare, Yeovil, Bridgwater, Wells, Glastonbury)
Staffordshire (Stafford, Stoke-on-Trent, Wolverhampton, Walsall, Cannock, Lichfield)
Suffolk (Ipswich, Bury St. Edmunds, Lowestoft, Felixstowe, Sudbury, Haverhill, Bungay)
Surrey (Guildford, Croydon, Woking, Sutton, Kingston-on-Thames, Wandsworth, Wimbledon, Brixton)
Sussex (Chichester, Brighton, Worthing, Crawley, Hastings, Eastbourne, Bognor Regis, Horsham)
Warwickshire (Warwick, Birmingham, Coventry, Nuneaton, Rugby, Solihull, Stratford-upon-Avon)
Westmorland (Appleby, Kendal, Windermere, Ambleside, Kirkby Lonsdale)
Wiltshire (Trowbridge, Salisbury, Swindon, Chippenham, Devizes, Marlborough, Warminster)
Worcestershire (Worcester, Dudley, Kidderminster, Stourbridge, Halesowen, Malvern, Evesham)
Yorkshire North Riding (Northallerton, Middlesbrough, Scarborough, Whitby) East Riding (Beverley, Hull, Bridlington, Driffield, Hornsea, Filey) West Riding (Wakefield, Leeds, Sheffield, Bradford, Halifax, Harrogate) York (within the Walls)

WALES (including Monmouthshire)
Anglesey/Sir Fon (Beaumaris, Holyhead, Llangefni, Amlwch, Menai Bridge)
Brecknockshire/Sir Frycheiniog (Brecon, Builth Wells, Hay-on-Wye, Talgarth, Llanwrtwd Wells)
Caernarfonshire/Sir Gaernarfon (Caernarfon, Bangor, Llandudno, Conwy, Pwllheli, Porthmadog)
Carmarthenshire/Sir Gaerfyrddin (Carmarthen, Llanelli, Ammanford, Llandovery, Kidwelly, St. Clears)
Cardiganshire/Ceredigion (Cardigan, Aberystwyth, Lampeter, New Quay, Tregaron)
Denbighshire/Sir Ddinbych (Denbigh, Wrexham, Ruthin, Abergele, Llangollen)
Flintshire/Sir Fflint (Mold, Flint, Rhyl, Prestatyn, Connah's Quay, Holywell, Buckley, St. Asaph)
Glamorgan/Morgannwg (Cardiff, Swansea, Merthyr Tydfil, Barry, Caerphilly, Bridgend, Neath, Pontypridd)
Merioneth/Meirionnydd (Dolgellau, Bala, Tywyn, Blaenau Ffestiniog, Barmouth, Harlech)
Monmouthshire/Sir Fynwy (Monmouth, Newport, Blackwood, Cwmbran, Abergavenny, Chepstow, Tredegar)
Montgomeryshire/Sir Drefaldwyn (Montgomery, Newtown, Welshpool, Machynlleth, Llanidloes)
Pembrokeshire/Sir Benfro (Pembroke, Milford Haven, Haverfordwest, Fishguard, Tenby, St. David's)
Radnorshire/Sir Faesyfed (Presteigne, Llandrindod Wells, Knighton, Rhayader, New Radnor)

SCOTLAND
Aberdeenshire (Aberdeen, Peterhead, Fraserburgh, Inverurie, Huntley, Ellon, Turriff)
Angus/Forfarshire (Forfar, Dundee, Arbroath, Brechin, Montrose, Carnoustie, Kirriemuir)
Argyllshire (Inveraray, Oban, Dunoon, Campbeltown, Lochgilphead, Tobermory)
Ayrshire (Ayr, Kilmarnock, Irvine, Saltcoats, Kilwinning, Largs, Troon, Cumnock)
Banffshire (Banff, Buckie, Keith, Macduff, Portsoy, Dufftown)
Berwickshire (Greenlaw, Duns, Eyemouth, Lauder, Coldstream)
Buteshire (Rothesay, Millport, Brodick, Lochranza)
Cromartyshire (Cromarty, Ullapool)
Caithness (Wick, Thurso, Halkirk, Castletown)
Clackmannanshire (Clackmannan, Alloa, Tillicoultry, Tullibody)
Dumfriesshire (Dumfries, Annan, Lockerbie, Moffat, Sanquhar, Langholm, Gretna)
Dunbartonshire/Dumbartonshire (Dumbarton, Clydebank, Cumbernauld, Helensburgh, Alexandria, Kirkintilloch)
East Lothian/Haddingtonshire (Haddington, North Berwick, Dunbar, Tranent, East Linton)
Fife (Cupar, Dunfermline, Glenrothes, Kirkcaldy, St. Andrews, Cowdenbeath, Burntisland)
Inverness-shire (Inverness, Fort William, Kingussie, Newtonmore, Portree)
Kincardineshire (Stonehaven, Banchory, Laurencekirk, Inverbervie)
Kinross-shire (Kinross, Milnathort)
Kirkcudbrightshire (Kircudbright, Castle Douglas, Dalbeattie, New Galloway)
Lanarkshire (Lanark, Glasgow, East Kilbride, Hamilton, Motherwell, Coatbridge, Carluke)
Midlothian/Edinburghshire (Edinburgh, Musselburgh, Penicuik, Dalkeith, Bonnyrigg)
Morayshire (Elgin, Forres, Rothes, Lossiemouth, Fochabers)
Nairnshire (Nairn, Auldearn, Cawdor, Ferness)
Orkney (Kirkwall, Stromness, Balfour)
Peeblesshire (Peebles, Innerleithen, West Linton)
Perthshire (Perth, Crieff, Pitlochry, Callander, Blairgowrie, Rattray, Coupar Angus, Kincardine)
Renfrewshire (Renfrew, Paisley, Greenock, Johnstone, Port Glasgow, Barrhead, Kilmalcolm)
Ross-shire (Dingwall, Stornaway, Tain, Alness, Invergordon)
Roxburghshire (Jedburgh, Hawick, Kelso, Melrose, Roxburgh)
Selkirkshire (Selkirk, Clovenfords, Galashiels)
Shetland (Lerwick, Scalloway, Baltasound)
Stirlingshire (Stirling, Falkirk, Grangemouth, Kilsyth, Bridge of Allan, Denny, Alva)
Sutherland (Dornoch, Helmsdale, Brora, Golspie, Lairg, Durness, Tongue) West Lothian/Linlithgowshire (Linlithgow, Livingston, Bo'ness, Broxburn, Whitburn, Armadale, Bathgate) Wigtownshire (Wigtown, Stranraer, Newton Stewart, Whithorn)