Statutory Rights

These terms and conditions do not affect your statutory rights.

Customer Support

Please contact us on +44 (0)114 2769741 during shop opening times, as advertised on the website.

The opening times on the website are listed according to local time in the UK.

Alternatively get in touch by email at shop shop@cragx.com

Ordering

Follow the simple online procedure or contact us by phone on +44 (0)114 2769741 during shop opening times.

Shipping

Orders will normally be dispatched within three working days. (please see separate notes for further information)

Where an item cannot be dispatched within the normal time scale or is out of stock we will contact you, giving you the option to cancel your order.

We cannot currently accept internet orders for despatch outside the European Union.

Payment

Online and telephone orders can be paid for with Visa, Mastercard, Maestro/Switch, Electron, Solo and American Express, a receipt will be sent with your order.

For online orders you will receive an automated confirmation detailing the transaction, including postage charges. If any part of your order is out of stock or is too heavy/bulky to be shipped at our standard rates, we will contact you again by phone or email to confirm the amended transaction details and give you the option to cancel the order.

Any mistakes with payments will be corrected as soon as possible.

Returns, Refunds and Cancellations

•  Please contact us by phone/email within 10 days of ordering, if you wish to return your order for any reason

•  If we have not sent what you ordered we will either offer a full refund, or exchange the item. In both cases we will refund your return postage costs at our discretion.

•  If you ordered the wrong item we will either offer a full refund, or exchange the item at our discretion. We will not refund your return postage charges.

•  Damaged/faulty goods we will either offer a full refund, or exchange the item. In some cases of faulty goods we may need to send the item back to the manufacturer, for assessment of the cause of the fault (if the item has been used you must ensure that it is clean and dry before returning it).

•  We cannot despatch replacements or issue refunds until the original item has been returned to us.

•  We will usually get replacements sent out to you within two working days of receiving your returned product.

•  We will usually issue refunds within two working days of receiving your returned product.

•  All returns must be in an re-saleable, unused state. Complete with the original packaging, instructions and documentation as supplied by the manufacturer.

•  When returning items to us, please use a secure service which provides proof of delivery. We can not be held responsible for returns lost or damaged in transit.

Complaints

Please contact us as soon as possible in the event of a complaint. An initial enquiry can be made by phone or email, but this should be formalised in writing within 7 days.

We expect you to help us with any investigation, by providing any details we request regarding your order.

We will endeavour to offer a speedy response to all formalised complaints and will offer written acknowledgement within 5 working days.

Where the fault is clearly a mistake on our part we will “make good” as soon as possible, by providing replacements or refunds at our discretion.

Where we dispute your complaint or need to investigate it further we will endeavour to offer you a realistic time scale for resolving the issue. We will then keep you informed of any progress and what action we are taking.

Security

To protect your online transactions, we use a technology called Secure Sockets Layer (SSL). If your browser is capable of SSL (most are), your personal information will be automatically encrypted, before it is sent over the Internet.

We use Protx to process online card transactions, for more information visit www.protx.com/shopperhelp/01.asp