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Terms and Conditions

The following are the Terms and Conditions of orders placed with Spares Pro. On ordering from Spares Pro you confirm your agreement to these Terms and Conditions. All images on this site are reproduced with a view to portraying our products as accurately as possible. Please be aware that designs may vary slightly, from those shown, due to normal design and production fluctuations.

Accepted Methods of Payment

For security details, please see our privacy statement.

• We accept most major credit and debit cards.

Please note that we do not accept American Express cards. If you are ordering outside of the UK, please be aware that your credit card company may charge a currency conversion fee.
Full payment is taken at the time of ordering, including for delivery.

Offline payments are not accepted.

Buying Products on Our Website

All of our prices will be charged inclusive of VAT, however, you can view the prices net of VAT on the website if you choose to. Delivery charges will be calculated during the checkout process, after you choose your preferred delivery method.

We try to have accurate pricing and availability information on all the products we offer; despite our best efforts, a small number of the products in our catalogue may be mis-priced or have inaccurate stock availability information. We do verify prices as part of our acceptance procedure, and will inform you if a product’s correct price is higher than that stated in your order, so you may ultimately decide whether or not to order the product at the correct price.

We may change the price of any product at any time before you place an order. If the goods you have ordered are not in stock, we may send an e-mail to inform you, at which time you may cancel your order. We do our best to accurately estimate when items will be despatched and/or delivered; however, these estimates are based on several factors over which we have no control and as such, time for despatch and/or delivery shall not be of the essence of the contract and should be considered as rough estimates only.

We reserve the right to substitute a product within an order when the product has been discontinued or has been out of stock for an extended period of time. Any substitute products added to an order may differ slightly in appearance, but will be of equal or greater specification and monitory value, with no additional charge added for this addition.

Reason why delivery costs may change:
We reserve the right to review shipping costs for large orders prior to dispatch. In the instance where the fixed delivery cost displayed within the checkout are not sufficient to ship your order. We will you contact you as soon as possible to ensure the speedy delivery of your item.

Note:
All transactions will be subject to UK VAT. You are advised to place orders with a shipping destination outside of the EU using the available shipping options (which also operate within some non-EU territories e.g. Jersey & Guernsey – VAT-free zones outside of normal UK and CE trade tariffs); in doing so you agree to accept the VAT levied against your purchase.

DDU (Delivery Duty Unpaid) – Orders sent outside of the European Community
All orders sent outside of the UK and EU are shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer. For example, customs duty must be paid on all orders over $200 when shipped to the United States.

Payment of the duty charge is necessary for the release of your order from customs on arrival to your country.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy
If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to Spares Pro, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.


Your Right to Cancel

You can cancel your contract with Spares Pro within 14 working days of delivery (starting the day after the receipt of the goods), as per the guidance set out in the Consumer Rights Act 2015
You should inform Spares Pro by email: support@sparespro.co.uk
If your order is in transit or you have already taken receipt of it, then to cancel this contract you must complete the Spares Pro Returns Form and return the unwanted item(s) together with the reference number provided. The items are subject to our Returns Policy detailed below.
All items returned from countries outside of the EU must be clearly labelled as ‘Returned Item’.



Delayed/Lost Delivery

1. If you have not received your order within 15 working days of despatch (not including Sundays), you must immediately advise Spare Pro Customer Services of the delay/loss.
2. In the event of a replacement order being sent to you, all replacement item/s will be sent to you followed by a non-delivery declaration form which you will need to complete and return.
3. Where a refund is requested, the non-delivery declaration form must be returned complete before a refund can be authorised.
4. The declaration form will be sent to the email address supplied with the initial order, and on receipt; requires completion in full and returned to the free-post address supplied with the form.
5. Should the completed non-delivery declaration form not be received within 10 working days of receipt, then you will become liable for the cost of the initial goods and postage.
- Where a replacement has been requested and dispatched, this will be charged to the method of payment for your order if a replacement has already been dispatched.
- Where a refund has been requested and the form has not been received in the given time, then the refund will not be processed.
6. This charge will be refunded upon receipt of the completed non-delivery declaration form if received within 20 working days from the date of receipt for the non-delivery declaration form. Forms received between the 11th and 20th working day will incur a 20% administration fee of the value of the lost parcel and will be charged to the method of payment for your order. Any form returned after this period will be deemed void.
7. Duplicate forms can be requested from Spares Pro Customer Services.


Returns Policy

At Spares Pro we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.


Faulty Goods – within 30 days

If your goods are faulty on arrival, you have 30 calendar days from receipt, in which to inform us of the fault in order to claim a full refund or exchange, (please note that for our business customers, different terms of sale apply), otherwise your return will be processed under the terms of the Manufacturers’ Warranty (See below).

We recommend using a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods as returns are NOT our responsibility until they arrive back to us.
Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you (In certain circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued – i.e. memory card reading faults, handset not powering up etc.). In this instance you will be liable for the return carriage.
Goods outside 30 calendar days shall be issued with a replacement only.


Unwanted Goods – within 30 days

You can return unwanted items within 30 calendar days of delivery and we will refund you the price paid for the items. In addition to the refund on your items; if your return request is received within 14 days of delivery, and items received within the following 14 days, then we will refund the cheapest, standard delivery option to you, unless there is another item on your order. Outside of 14 days from receipt, refunds for non-faulty returned items will not include the original delivery charge or the cost of delivering the items to us.

We recommend using a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods as returns are NOT our responsibility until they arrive back to us.

If you return a product to us that is not received in a brand new condition we reserve the right to return the product to you, or charge you a re-stocking fee*.


Returns Exclusions

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened, where this means the product would be unsaleable in the future.


Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*.


Any return that is not accompanied with the returns form or returns reference number will be held by Spares Pro for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.
*These terms do not affect your statutory rights.


DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay the any import duty levied against your shipment, resulting in the shipment being returned to Spares Pro, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.


Manufacturer’s Warranty

After 30 days, returned faulty items will be processed according to the manufacturer’s warranty and we will send those items to the manufacturer for repair or replacement.


Failed Delivery Policy

On occasions parcels identified as ‘Failed Delivery’ are returned to Spares Pro within 5-10 days of dispatch from our warehouse. Reasons given are the following:

1. Addressee has gone away
2. No Answer
3. Address Incomplete
4. Address Inaccessible
5. Addressee unknown
6. Refused
7. Not called for

Where any of the above reasons is applicable to your order then you will be informed of the failed delivery attempt by email and if required, a request for delivery address or confirmation of delivery details that you originally provided when first placing your order.

Reasons 1 & 2

Cost of the re-delivery will be charged to you and your order will be dispatched within 48 – 72 hours from notification, unless Spares Pro receives alternative instructions.

Reason 3 - 5

Cost of the re-delivery will be charged to you and your order will be dispatched following confirmation of the delivery address details.

Reason 6 & 7

No action will be taken by Spare Pro until new instructions are received from you. If after 30 days from the original dispatch date you have not contacted Spares Pro then your order will be disposed of and a recycling charge made to your account.

Note:

• In the event the delivery address needs to be amended, please contact our Customer Relations Team within 48 hours either by Email
• Re-delivery will be charged at the appropriate rate for the original delivery service chosen when the order was placed.
• Recycling charges will be applicable to the product/s requiring recycling.
• All Parcel Force deliveries that are rejected at the door by the customer shall incur a £6.60 admin charge.


DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to Spares Pro, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.


Voucher Codes

• Voucher codes are only valid online and need to be entered in the shopping basket to obtain discount.
• Voucher codes cannot be used in conjunction with any other promotional codes.
• Any certificate or voucher has a cash redemption value of 0.001p and is not transferable or assignable.


Information You Provide To Us

The following applies to any information you provide to us, for example during any registration or ordering process.

• You authorise us to use, store or otherwise process any personal information which relates to and identifies you, including but not limited to your name, email address, telephone number and address, to the extent reasonably necessary to fulfil your order, market/communicate products and services and deal with any enquiries relating to the same whether by us, our partners, successors (including the purchaser of the whole or part of our business), associates or sub-contractors (together our ‘Partner Companies’). If you would like to request or review any part of your personal information held by Pro Spare then click submit a request form.
• If you obtain or choose to buy products through our website or give us personal information then we may collect information about your buying behaviour and if you send us personal correspondence such as emails or letters then we may collect this information into a file specific to you. All such information collected by us shall be referred to in these terms and conditions as ‘Personal Information’
• By clicking on the ‘Place My Order’ button you are agreeing to joining our email newsletter list.
• Information you enter into our booking forms may be collected and stored briefly by us so that we may contact you in relation to the nature of your enquiry/attempted transaction, even if you don’t confirm the transaction. This may be used to contact you to enquire as to why the transaction was not completed.


Online Contract Formation

By completing and submitting the electronic order form you are agreeing to these Terms and Conditions and are making an offer to purchase goods from Spares Pro. Our acceptance to your offer will only be considered complete at the time we send the despatch confirmation e-mail or SMS you, or when the goods you ordered are effectively despatched, whichever happens first. If for any reason your order is rejected before we accept your offer and payment has been taken, a full refund will be made immediately. Any goods on the same order which we have not confirmed in the despatch confirmation e-mail or SMS and that have not been despatched to you do not form part of the binding contract between you and Spares Pro.


Fraud

Spares Pro will not tolerate any attempts to obtain goods by fraudulent means. Any fraudulent action will be reported to the relevant authorities. Please note that Internet host IP addresses are recorded when placing an order online.


Age

Any orders placed by those aged under 18 must be with the consent of a parent or carer. Any information given by the child must be with the consent of a parent or carer. The card holder must be available to give information in cases where an under 18 is ordering.




Privacy Statement

We are committed to protecting your privacy and personal information!

Spares Pro will not knowingly pass on any details we hold on customers or web site visitors to any third parties. We protect the privacy of this personal information using our highly secure, password-protected servers.
We will take all reasonable care to ensure that any details that you submit to us are kept secure. The details that you submit to us will be kept to process orders only. You have the right to withhold personal information that is not needed for the transaction.

When processing an order, we require the details of the credit/debit card to be used in payment as well as both a delivery and billing address, e-mail address and contact number. All information is collected in accordance with the Data Protection Act 1998.

We also reserve the right to refuse the fulfilment of any order in the event of an unsatisfactory verification of your order. You can check the information that we hold by sending us an email.

If you find any inaccuracies we will delete it or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy. We do, however, reserve the right to pass on any details we hold to relevant authorities in the interests of preventing crime. You will be notified in the event of any information being transferred outside the European Economic area.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

We may use the e-mail addresses submitted to us to occasionally notify you about important functionality changes to the Spares Pro web site, new services and special offers we think you’ll find valuable.

We will give you the right to refuse any marketing e-mail from us in the future. We monitor customer traffic patterns and site usage to help us develop the design and layout of the Spares Pro web site.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a ‘cookie’, which would be stored on your browser. You can usually modify your browser to prevent this happening.

The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions about our privacy policy you can contact the customer services manager at support@sparespro.co.uk.

Information You Provide To Us

The following applies to any information you provide to us, for example during any registration or ordering process.

You authorise us to use, store or otherwise process any personal information which relates to and identifies you, including but not limited to your name, email address, telephone number and address, to the extent reasonably necessary to fulfill your order, market/communicate products and services and deal with any enquiries relating to the same whether by us, our partners, successors (including the purchaser of the whole or part of our business), associates or sub-contractors (together our ‘Partner Companies’). If you would like to request or review any part of your personal information held by Spares Pro then click submit a request form.

If you obtain or choose to buy products through our website or give us personal information then we may collect information about your buying behaviour and if you send us personal correspondance such as emails or letters then we may collect this information into a file specific to you. All such information collected by us shall be referred to in these terms and conditions as ‘Personal Information’