QUEST TACKLE – TERMS & CONDITIONS
These Terms & Conditions apply to purchases made directly through the Quest Tackle website.
Quest Tackle Limited
47 Beech Road
Horsham
West Sussex
RH12 4NR
United Kingdom
Please read these Terms & Conditions carefully before placing an order.
Nothing in these Terms & Conditions excludes, restricts or affects your statutory rights as a consumer.
1. ABOUT QUEST TACKLE
Throughout these Terms & Conditions, “Quest Tackle”, “we”, “us” and “our” refer to Quest Tackle. “You” and “customer” refer to the person purchasing goods from us.
These Terms & Conditions primarily govern purchases made directly through the Quest Tackle website.
Products purchased through third-party marketplaces such as eBay or Amazon may also be subject to the applicable marketplace’s terms, policies and procedures. Customers purchasing through those platforms should normally contact us through the relevant marketplace regarding their order.
Nothing in these Terms & Conditions or any marketplace policy affects your statutory consumer rights.
2. PLACING AN ORDER & CONTRACT FORMATION
When you place an order through our website, you are making an offer to purchase the products included in your order.
After placing your order, you will normally receive an automated order acknowledgement or confirmation email. This confirms that we have received your order but does not, by itself, mean that we have accepted your offer or that a contract has been formed.
Unless we expressly tell you otherwise, a contract between you and Quest Tackle for the purchase of goods is formed when we accept your order by dispatching the goods and sending you confirmation that they have been dispatched.
We reserve the right to decline or cancel an order before it has been accepted where we have a legitimate reason to do so. This may include, for example, where:
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a product is unavailable;
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there has been an obvious pricing, product-description or website error;
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payment has not been authorised or has subsequently failed;
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we are unable to fulfil the order or deliver to the address provided;
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we reasonably suspect fraudulent, unauthorised or abusive activity;
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an order appears to have been placed for resale or other commercial purposes contrary to any applicable purchase restrictions;
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a customer has previously engaged in fraudulent or abusive purchasing activity; or
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having regard to the circumstances of a previous transaction, return, dispute or other relevant history, we reasonably consider that entering into a new transaction would not be appropriate.
Any decision to decline an order will be made reasonably, lawfully and without unlawful discrimination.
If we decline or cancel an order before acceptance after payment has already been taken or authorised, any amount due back to you will be refunded or released using the original payment method as appropriate.
Nothing in this section affects your statutory consumer rights in relation to any contract that has already been formed.
3. PRICES & PAYMENT
All prices displayed on our website are shown in pounds sterling (£) and include VAT where applicable unless stated otherwise.
Delivery charges, where applicable, will be displayed before you complete your purchase.
We take reasonable care to ensure that prices and product information are accurate.
If an obvious pricing error occurs, we may contact you before dispatch and give you the option of proceeding at the correct price or cancelling the affected item.
Payment must be successfully authorised before goods are dispatched unless otherwise agreed.
4. PRODUCT INFORMATION
We make every reasonable effort to ensure that product descriptions, photographs, specifications, dimensions and other information displayed on our website are accurate.
Minor variations may occur between production batches, particularly in materials, colours, patterns, finishes and other cosmetic details.
Images displayed on screens may also vary slightly in colour depending on the device, screen and display settings being used.
Nothing in this section affects your statutory rights where goods are not as described.
5. PRE-ORDER PRODUCTS
Products advertised as pre-order are products that are not currently available for immediate dispatch.
Any expected arrival, availability or dispatch date shown for a pre-order product is our reasonable estimate based on the information available to us at that time.
Manufacturing delays, shipping schedules, customs clearance, port congestion, transport disruption and other circumstances can occasionally affect expected arrival dates.
Where a pre-order is delayed, we will make reasonable efforts to provide customers with updated information when available.
Unless the law provides otherwise, customers may contact us to request cancellation of an unfulfilled pre-order before it has been dispatched. Where cancellation is accepted or required by law, amounts paid for the cancelled goods will be refunded to the original payment method.
Nothing in this section affects your statutory rights.
6. DELIVERY
Available delivery services and any applicable charges will be displayed during checkout.
Any delivery times or dates provided are estimates unless we have expressly agreed a guaranteed delivery date with you.
Once your order has been dispatched, you will normally receive tracking information where tracking is available.
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned to us because an incorrect or incomplete address was supplied, or delivery could not reasonably be completed for reasons attributable to the customer, we may ask the customer to pay reasonable additional delivery costs before the order is resent.
Nothing in this section limits your statutory rights relating to delivery.
7. DAMAGED, INCORRECT OR MISSING ITEMS
Please inspect your order as soon as reasonably possible following delivery.
If an item appears to have been damaged in transit, is incorrect or something is missing, please contact us as soon as reasonably possible.
We may ask you to provide photographs or other information so that we can investigate the issue with our warehouse or delivery partner.
Reporting an issue promptly helps us investigate and resolve it efficiently.
Failure to report an issue immediately does not remove any statutory rights you may have.
8. YOUR STATUTORY RIGHT TO CANCEL AN ONLINE ORDER
Consumers purchasing goods online will normally have a statutory right to cancel their order without giving a reason within 14 days of receiving the goods, subject to any exceptions provided by law.
You must inform us of your decision to cancel within the applicable statutory cancellation period.
After notifying us that you wish to cancel, you must return the goods within the period required by law, which will normally be within a further 14 days.
Where you exercise your statutory right to cancel, we will provide any refund due in accordance with applicable consumer law.
Unless we have agreed otherwise or the goods are faulty, you will normally be responsible for the direct cost of returning goods following a change-of-mind cancellation.
Your statutory cancellation rights form part of, and run alongside, the more generous Quest Tackle 30-day change-of-mind policy described below. The periods are not added together consecutively.
9. QUEST TACKLE 30-DAY CHANGE-OF-MIND RETURNS POLICY
In addition to the minimum rights provided by law, Quest Tackle gives customers an extended 30-day change-of-mind period, calculated from the date you receive your goods.
This means that instead of having only the usual 14-day period in which to notify us that you wish to cancel an online purchase, Quest Tackle allows eligible customers up to 30 days from receipt of the goods to request a change-of-mind return.
The 14-day statutory cancellation period and our 30-day policy do not run consecutively. Our policy extends the overall notification period to 30 days.
For cancellations notified during the statutory cancellation period, your statutory cancellation and return rights continue to apply.
For returns requested outside the statutory cancellation period but within our extended 30-day period, the additional conditions of the Quest Tackle voluntary returns policy apply.
Reasonable inspection
Customers may reasonably inspect products after receiving them to establish their nature, characteristics, size, features and suitability.
For products such as bivvies, brollies, shelters, chairs, bedchairs and similar equipment, we understand that reasonable inspection may require careful assembly or erection of the product.
For example, carefully erecting a bivvy in a clean, dry garden or similar suitable environment for the purpose of inspecting its size, features and construction will not, by itself, prevent a return.
Our change-of-mind policy is intended to allow customers to inspect and assess products rather than use them for their intended recreational purpose.
Products returned under our additional 30-day policy should therefore:
- be complete with all supplied parts, components and accessories;
- be reasonably clean and completely dry;
- not have been used on a fishing trip or for their normal recreational purpose;
- not show avoidable damage, excessive handling or unreasonable wear;
- be free from significant dirt, mud, bait, food, smoke or other contamination or odours; and
- where reasonably possible, be returned in their original packaging.
Carefully assembling or erecting a product solely for reasonable inspection is acceptable.
Where permitted by law, if handling has gone beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods and this has reduced their value, an appropriate deduction may be made from the refund.
Customers are normally responsible for the direct cost and safe return of products returned solely because they have changed their mind, unless we agree otherwise.
We recommend using an appropriately insured and trackable delivery service.
Nothing in our 30-day returns policy restricts your statutory rights, including your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
10. FAULTY PRODUCTS
If you believe your product has developed a fault, please contact Quest Tackle before returning it.
To help us assess the issue, we may ask for:
- your order number or proof of purchase;
- photographs showing the issue;
- video showing the issue where appropriate;
- a description of what happened and when the problem occurred; and/or
- the affected product or component to be returned for inspection.
Some issues can be assessed using photographs or video. In other circumstances, we may need to physically inspect the product or affected component to determine the nature and likely cause of the problem.
Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction or refund.
Your statutory rights in relation to faulty goods exist separately from the Quest Tackle 12-month manufacturer’s guarantee described below.
11. QUEST TACKLE 12-MONTH MANUFACTURER’S GUARANTEE
Quest Tackle stands behind the quality of its products.
All new Quest Tackle branded products purchased directly from Quest Tackle are supplied with a 12-month manufacturer’s guarantee, beginning on the original date of purchase.
Our manufacturer’s guarantee is a voluntary commercial guarantee provided in addition to your statutory consumer rights.
The expiry of our 12-month manufacturer’s guarantee does not remove any statutory rights you may have under applicable consumer law.
12. WHAT OUR 12-MONTH GUARANTEE COVERS
Our manufacturer’s guarantee covers manufacturing defects in materials or workmanship that become apparent during normal and reasonable use within 12 months of the original purchase date.
Where, following assessment or inspection where appropriate, we determine that an issue is covered by our manufacturer’s guarantee, Quest Tackle will provide an appropriate solution.
Depending on the nature of the issue, this may include:
- repairing the affected product or component;
- supplying a replacement component or part; or
- replacing the affected product.
Where only an individual part or component is defective, we may repair or replace that component rather than replace the complete product.
The appropriate solution will depend on the nature of the defect, the product involved and the availability of appropriate replacement parts or products.
This section describes remedies available under our voluntary guarantee and does not limit any remedy to which you may separately be entitled under consumer law.
13. WHAT OUR 12-MONTH GUARANTEE DOES NOT COVER
Our voluntary 12-month manufacturer’s guarantee does not cover damage or deterioration resulting from:
- normal wear and tear;
- accidental damage;
- misuse or abuse;
- unreasonable or excessive force;
- failure to follow supplied product instructions or reasonable care guidance;
- improper assembly or dismantling;
- inappropriate transportation or storage;
- inadequate cleaning, drying or maintenance;
- packing or storing products while wet or damp;
- mould or mildew resulting from inappropriate storage or maintenance;
- burns, cuts, punctures, tears or abrasions not resulting from a manufacturing defect;
- storm damage or extreme weather outside the product’s intended use;
- reasonable fading or colour change caused by exposure to sunlight, UV radiation or weather;
- unauthorised alterations, modifications or repairs which caused or contributed to the fault; or
- damage caused by incompatible third-party products or accessories.
A product or component becoming damaged, cracked or broken does not, by itself, establish that a manufacturing defect exists.
Each guarantee claim will be assessed individually according to the nature of the issue, the circumstances and the evidence available.
These exclusions relate only to our voluntary 12-month manufacturer’s guarantee and do not exclude, restrict or affect any statutory rights you may have.
14. BIVVIES, BROLLIES, SHELTERS & FABRIC PRODUCTS
Bivvies, brollies, shelters, overwraps, skull caps, inner capsules and other fabric products should be properly maintained and should be completely dried before being packed away for prolonged periods or placed into storage.
Packing or storing outdoor equipment while wet or damp can result in odours, mould, mildew and deterioration of fabrics, waterproof coatings, seams and other components.
Damage or deterioration resulting from inadequate drying, cleaning, maintenance or storage is not considered a manufacturing defect for the purposes of our voluntary manufacturer’s guarantee.
Outdoor fabrics can also experience gradual colour change or fading through exposure to sunlight and UV radiation.
Reasonable fading or colour change resulting from normal exposure to sunlight, UV radiation and the elements is not normally considered a manufacturing defect.
Products should always be used, maintained and stored in accordance with any care or product instructions supplied.
15. WARRANTY & FAULT INSPECTIONS
Some claims can be assessed from photographs, video and information supplied by the customer.
In other circumstances, Quest Tackle may reasonably require the affected product or component to be returned so that we can inspect it and determine the nature and likely cause of the problem.
Where an inspection is reasonably required, we will provide appropriate instructions.
Products returned for inspection should be reasonably clean and dry.
For health, safety and practical handling reasons, we may need to make alternative arrangements before inspecting products returned excessively dirty, wet, contaminated or affected by significant mould.
Following our assessment or inspection, we will explain our findings and the proposed resolution where appropriate.
The need for an inspection does not affect any statutory rights you may have.
16. REPLACEMENT PRODUCTS, PARTS & COMPONENTS
Where Quest Tackle repairs or replaces a product, part or component under our voluntary 12-month manufacturer’s guarantee, this does not automatically restart the original 12-month Quest Tackle guarantee period.
The repaired or replacement product or component will normally continue to be covered by our voluntary guarantee for the remainder of the original 12-month period, calculated from the original purchase date.
For example, if a product or major component is replaced 11 months after the original purchase, that replacement does not automatically receive a new 12-month Quest Tackle manufacturer’s guarantee.
This provision relates only to our voluntary manufacturer’s guarantee.
It does not exclude, restrict or affect any statutory rights or remedies that may apply to repaired or replacement goods under UK consumer law.
17. PROOF OF PURCHASE
We will normally require proof of purchase when assessing a claim under the Quest Tackle manufacturer’s guarantee.
Where an order was purchased directly through Quest Tackle, we may be able to locate the original transaction using information supplied by the customer.
Proof of purchase does not necessarily need to be the original receipt where another reasonable form of evidence establishes the purchase.
Where a Quest Tackle product was purchased through an independent retailer or third-party marketplace, customers should normally contact the original seller or use the relevant marketplace procedure in the first instance in relation to their statutory rights.
18. PRODUCT CARE & CUSTOMER RESPONSIBILITY
Fishing equipment is designed for outdoor use but should still be appropriately cared for and maintained.
Customers should follow any instructions supplied with the product and take reasonable steps to prevent avoidable damage.
In particular:
- shelters and fabric products should not be stored for prolonged periods while wet or damp;
- products should be cleaned and properly dried before storage;
- poles, frames, zips, clips and other components should not be subjected to unreasonable or excessive force; and
- products should be appropriately secured and used according to the conditions and purpose for which they were designed.
Appropriate maintenance and storage can significantly extend the usable life of outdoor equipment.
19. INTERNATIONAL ORDERS
Quest Tackle primarily supplies customers within the United Kingdom but may accept orders for delivery to certain international destinations.
Available international delivery destinations and charges will normally be displayed during checkout.
International delivery times are estimates and may be affected by customs clearance, local delivery networks and circumstances outside our reasonable control.
Depending on the destination and the way an order is supplied, customers may be responsible for local import duties, taxes, customs charges or other fees.
Where such charges are not collected by Quest Tackle at checkout, they may be payable separately by the recipient.
Customers are responsible for checking any local restrictions that may apply to the import or use of products ordered from us.
Nothing in this section excludes any mandatory consumer rights that apply to an international customer under applicable law.
20. PROMOTIONS & DISCOUNT CODES
From time to time, Quest Tackle may offer promotional prices, discount codes or other special offers.
Unless otherwise stated in the terms of a particular promotion:
- promotional codes cannot be exchanged for cash;
- only one promotional code may be used per order;
- promotions may have an expiry date;
- promotions may apply only to selected products; and
- promotional discounts cannot normally be applied retrospectively to completed orders.
Any specific terms supplied with an individual promotion will apply in addition to these Terms & Conditions.
21. OUR RESPONSIBILITY TO YOU
Nothing in these Terms & Conditions excludes or restricts liability where it would be unlawful for us to do so.
Nothing in these Terms & Conditions excludes or restricts your statutory rights in relation to goods that are faulty, not as described, not of satisfactory quality, not fit for purpose or otherwise fail to conform to the contract.
We are not responsible for losses that we could not reasonably have foreseen when the contract was entered into or losses for which we are not legally responsible.
Products sold by Quest Tackle are intended primarily for recreational fishing and associated use.
Where products are purchased wholly or mainly for business or commercial purposes, different legal rules may apply.
22. WEBSITE INFORMATION & AVAILABILITY
We make reasonable efforts to keep our website available and the information displayed on it accurate.
Occasionally, our website may be temporarily unavailable because of maintenance, technical problems or circumstances outside our reasonable control.
We may update product information, website content and these Terms & Conditions from time to time.
Changes to these Terms & Conditions will not retrospectively remove rights already acquired under an existing contract.
23. PERSONAL INFORMATION & PRIVACY
We process personal information in accordance with our Privacy Policy and applicable data-protection legislation.
Please refer to the Quest Tackle Privacy Policy for further information about how we collect, use, store and protect personal information.
24. COMPLAINTS & CONTACTING US
We want customers to be satisfied with both our products and our service.
If you have a question, problem or complaint regarding an order or product, please contact Quest Tackle Customer Services using the contact details provided on our website.
Please provide your order number or proof of purchase where possible so that we can investigate the matter efficiently.
We will make reasonable efforts to investigate and resolve complaints fairly and promptly.
Written correspondence may be sent to:
Quest Tackle
47 Beech Road
Horsham
West Sussex
RH12 4NR
United Kingdom
25. GOVERNING LAW
These Terms & Conditions are governed by applicable UK law.
If you are a consumer, you retain any mandatory legal protections that apply to you, including any rights regarding the courts in which proceedings may be brought.
International customers may also have mandatory rights under the laws applicable in their country of residence which these Terms & Conditions cannot lawfully exclude.
26. YOUR STATUTORY CONSUMER RIGHTS
The Quest Tackle 30-day change-of-mind returns policy and 12-month manufacturer’s guarantee provide additional protections and do not replace your statutory consumer rights.
Under the Consumer Rights Act 2015, goods supplied to UK consumers must, among other legal requirements, be:
- of satisfactory quality;
- fit for purpose; and
- as described.
Where goods do not meet the requirements of consumer law, customers may be entitled to statutory remedies depending on the circumstances, including repair, replacement, price reduction or refund.
These rights may continue beyond the duration of the Quest Tackle 12-month manufacturer’s guarantee.
The existence or expiry of our manufacturer’s guarantee does not determine whether a customer has a valid statutory claim.
Nothing in these Terms & Conditions is intended to exclude, restrict or replace rights that cannot lawfully be excluded or restricted.
For independent information regarding consumer rights, customers may contact Citizens Advice or another appropriate consumer-advice service.