The Journey Centre – Terms and Conditions of Sale – Distant Selling
Please read our standard terms and conditions for distant selling before ordering as it is assumed by placing an order with The Journey Centre you fully understand – agree and accept these terms.
The following conditions apply to and are deemed to be incorporated in all contracts for sale and supply of the Firm’s services and materials.
Via Credit/Debit card, PayPal at checkout or just call our customer services team to pay by Credit/Debit card on 01709 835600
2) YOUR DETAILS:
Please ensure that your recorded address with your bank and credit card providers, email and telephone contact details are accurate and current, as we (or the courier company), may need to contact you regarding your delivery. (We do not pass this information to other companies)
If you are unsure please contact us via email or by calling 01709 835600
3) DELIVERY EXCLUSIONS:
Some products (due to size) are excluded from – Non-Mainland UK, Northern Ireland, Highlands (including some AB postcodes), Off Shore Islands, PO Box and BFPO Addresses. Please contact us for a quotation BEFORE ordering.
4) DELIVERY CHOICES:
Next Day Delivery is for all orders received by noon.
Free and two to three-day services will be any time between 08.30 and 17.00 and is not guaranteed.
We can arrange for a specific delivery outside the free service, just select at checkout or give us a call on 01709 835600 for a quote.
All deliveries exclude Weekends, Bank Holidays and extended holiday periods when suppliers are closed (e.g. Christmas and New Year)
Whilst we process orders received before noon for dispatch, please note that times will vary for the actual delivery, but will be within the specific details for that item, therefore please take note of both the dispatch time and the delivery time which can vary.
6) SECURE SHIPPING – SIGNATURE REQUIRED:
For security purposes and to ensure your order arrives within the time specified, we use various parcel carriers to either fulfil your order from our premises, or it may be sent direct from the manufacturers. In all cases the driver will require a signature for your order, which will discharge his responsibility for the goods.
We are unable to deliver to any other address than that which you have registered and verified with your Bank, PayPal or Credit card providers.
7) RECEIVING YOUR ORDER:
IMPORTANT – Check the predicted delivery date as it is your responsibility to ensure you (or someone authorised) are available to accept the delivery on the designated day as you may be charged if the driver must make a return visit, particularly when taking advantage of the free postage service.
7a) MISROUTED OR DELAYED CONSIGNMENTS: On rare occasions the carriers may accidentally misroute parcels, therefore we are unable to accept liability, or send replacement items, during the carriers recovery and relocation period, which can be up to 14 days.
8) FREE POSTAGE:
This is the basic service, which is not guaranteed and is for ONE VISIT ONLY by the carrier company; therefore you (or someone authorised) must be available when the driver calls on the designated day the parcel will arrive.
If you are not available to receive your order when the driver calls, he will usually attempt to leave a card (optional but not guaranteed) with details of the holding depot to which it has been returned to. You may be able to make arrangements to collect it with suitable confirmation of your identity as you could be charged for a further delivery attempt, which is why it is important when you order from us to ensure the premises are occupied on the scheduled delivery day.
If contact has not been made within three days the carrier company will return the goods to us and you will subsequently be charged for us to send it out again. If you select the upgraded service the driver will make TWO VISITS before the same arrangements apply.
9) UPGRADED SERVICE:
You can, on those products that offer, upgrade the basic free service if the free service is not convenient, either by selecting a different option at checkout or telephone us to discuss 01709 835600.
10) LEAVE WITH NEIGHBOUR:
You may nominate an immediate or adjacent neighbour to accept your parcel by emailing to advise us and leaving a large signed note with the nominated neighbours house number for the driver to clearly see. Please also add your telephone number should the driver wish to contact you.
Ensure you attach it in a prominent place on the obvious door that he will visit (this additional service is at the driver’s discretion and cannot be guaranteed). Upon no circumstances will the driver leave the parcel unattended without a signature in what you may consider to be a ‘safe place’. Should you issue instructions to leave unattended in a nominated place (e.g leave behind planter etc.) then this will be at your risk and neither we or the courier will be held responsible should your items be stolen.
11) CANCELLING YOUR ORDER:
We will only accept cancellation of your order if it has not been processed; this must be confirmed in writing to the current email address in our “Contact Us” section and within 14 days. Once the goods have been processed and dispatched it will be your responsibility and cost to return them.
NOTE: There is often a time lapse from the goods being processed and the system updating as this is completed in bulk at the end of the day.
Any costs incurred by us for processing and/or dispatching your order will be deducted from the refund, this includes credit card or PayPal fees that placing your order will have generated, as we are now unable to recover these from your chosen payment provider since their rules changed early 2020 (minimum deduction - 3% of the total order value)
We reserve the right to cancel your order and guarantee to refund your payment in full if we do.
12) REFUSING GOODS or UNABLE TO DELIVER:
If you do not accept the delivery upon arrival, or the driver has been unable to deliver because there was no one available to sign for the consignment, and the goods are then subsequently returned to us, we will deduct all carriage costs we have incurred plus an administration and restocking fee of 20% of the purchase price from any refund, which will also be subject to all the other terms and conditions.
Should you however request a further attempt at delivering your order you will be required to pay for the second carriage charges but we will waive the aforementioned restocking fee and the first carriage costs.
13) ITEM NOT RECEIVED:
If your item has not arrived within the time specified in the listing, please contact us via email and confirm by telephone 01709 835600 between 09.30 and 17.00 Monday to Friday and we will do all we can to locate and update you with the status of your order. All claims for non-receipt must be made within 7 days of order.
14) DAMAGES & SHORTAGES – RECEIPT OF YOUR ORDER:
On the rare occasion, if an order arrives damaged (outer packaging) please ensure you sign for it as ‘RECEIVED DAMAGED’ to enable us to process a claim against the carrier company.
If the product inside the packaging is subsequently also found to be damaged neither we or the carriers will accept any claim for damaged goods if you have not signed for them as damaged upon receiving them.
You will also be required to provide photographic evidence of the damage.
If the item appears to be totally damaged and unusable, please refuse to accept the goods and the carrier will then return them to us automatically.
Please also ensure you advise us of either any damage or refusal within 24 hours.
Claims for missing parts must be made within 5 days of receiving your item otherwise they will be chargeable along with the cost of postage.
15) COLLECTIONS FROM OUR PREMISES:
If you wish to collect your order from our store, please allow a minimum of 24hrs for collections from the time of ordering (this may even be longer). Please contact us before collecting on 01709 835600, as we may not hold your item on the premises and will need to arrange to transfer the stock from either the manufacturer or suppliers warehouse.
Please remember to bring a copy of your payment receipt, or invoice and one other form of identification proving your address, otherwise we will be unable to release your goods. Mobile phone Screen shot images are not accepted.
16) RETURNS POLICY – EXCLUSIONS:
16.1 PRODUCTS DIRECT FROM SUPPLIERS – Rhino, Hubb Systems, Thule/Omnistore, Fiamma (plus some other brands), will produce the order specifically for you, and it will be dispatched direct to your address from their factory. On these occasions our normal returns policy will not apply, therefore please ensure you order the correct parts for your vehicle. Please call our customer help line or email us, if you need any guidance or confirmation of your selection 01709 835600 BEFORE ORDERING
16.2 SECURITY PRODUCTS – Van locks will not be accepted for return if the manufacturers security seal has been broken on the packaging as we will be unable to resell this as ‘New and Unopened’.
17) RETURNS– UNWANTED OR ORDERED INCORRECTLY – RE STOCKING CHARGE:
Returns requests must be made in writing within 14 days from the date of the order as per the Distant Selling Regulations - "Cancelling an order". When an item has been supplied correctly as described in the listing, or ordered specifically for you, we reserve the right not to accept any request for return or exchange (see para 16), and it is strictly at our discretion if we do so, and this will attract a handling, administration and restocking charge of 20% of the sale value.
If the item has been removed from the packaging, with seals damaged, internal bags opened, or the item has been assembled, we will be unable to consider any requests for return or exchange. Goods must be as ‘NEW and Unopened’ to enable us to offer them to another customer.
Where products are dispatched directly from the factory or our supplier (see para 16), and if you have ordered incorrectly, but still conform to our terms and conditions, the manufacturer will make a substantial charge for the inconvenience of checking and repackaging the item upon its return, as it will need to be sold again to another customer, which we will pass this charge on to you. We would therefore obtain a quotation for their handling charges, but as a guide these can often be a minimum of £40. It will also be your responsibility and your cost to organise and insure the return of the goods (we will give you an authorisation number and the appropriate return address DO NOT RETURN GOODS WITHOUT PRIOR AGREEMENT AND AN AUTHORISATION NUMBER AS THEY WILL BE REFUSED
18) FAULTY GOODS or CLAIMS FOR INCORRECT FITTING:
When your item leaves our warehouse or the manufacturers premises they are brand new in sealed packages (unless stated otherwise) and fully working, and will conform to the information in the description.
If you believe your item is faulty or doesn’t fit, we will require photographic images of the fault or issues along with pictures of the labels on the cartons (plus your vehicle registration number, depending on the type of product you have ordered) before the return process can be commenced.
19) EXCHANGE OF GOODS:
Where a product has been ordered incorrectly and an exchange has been agreed for the correct item, we will require the additional item to be treated as a totally separate order, with a refund made following receipt and acceptance of the original goods.
The cost of our original outward postage (where this was included free) along with the PayPal commission fees we have incurred where this cannot be recovered, plus our or the manufacturers, handling charges will be deducted from any refund.
We will give you the opportunity to accept the total amount of the deductions before you decide to return the original goods
20) PHOTOGRAPHIC EVIDENCE:
Before entering in to any correspondence or considering claims, we will require photographs of the item and/or it’s problem.
Images used may be the manufacturers ‘library’ pictures and whilst similar to the product/s you are ordering may differ slightly, e.g. this can be due to the vast variations in the actual shape of fixing points and the design of the appropriate fitting kit for the individual vehicle in the case of roof bars and racks. We usually advise within the description where library images are used. If you have any doubts or need re assurance that you are ordering correctly please contact us.
22) STOCK ALERTS:
Our website is currently not capable of accurately showing if an item is available from stock. This is due to many items being despatched directly from the manufacturer or UK distributor, where we have no control of immediate availability.
Normally, this is not a major problem as 95% of orders are usually fulfilled within the delivery time selected at checkout.
However during peak periods (or exceptional times - e.g. the recent pandemic), should your order be time sensitive, please contact us to check availability BEFORE placing your order, as by proceeding to checkout, it will automatically process the order and take your payment, irrespective of the item being available or otherwise.
BY PLACING YOUR ORDER, YOU ARE ACCEPTING OUR TERMS AND CONDITIONS
Privacy and Data Protection
The Journey Centre will not share any address, contact details or payment details with any other parties.
We may contact you to advise you of any special offers. If you do not wish to receive this notification, please let us know in writing.