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Support and Returns Procedure:

Support and Returns

We endeavour to supply only the highest quality products and at Powerkiteshop.

However, for your peace of mind all purchases are covered by our 28 day exchange or refund promise.

If you are unhappy with the product in any way it can be returned to us following the steps outlined below.

We aim to keep the process as simple as possible.

 

 

 
Step 1 Step 2 Step 3
 
  Powerkiteshop Returns Policy
 

Step 1: 
Print out and fill in a returns form explaining your reason for return of  the item or exchange.

Step 2: 
Enclose your returns form with the item you are returning and ensure the product you are returning is wrapped up securely.

Step 3: 
Return your item to Powerkiteshop with a 
reputable courier service that can provide you with a proof of posting certificate.

 
Adobe Acrobat PDF at Powerkiteshop

You can download a Powerkiteshop PDF Returns Form Here >>

You will need to download the Adobe Acrobat reader Version 5.01 or above.

Adobe Acrobat at Powerkiteshop

A full refund or, if preferred, exchange of equal value is guaranteed for customers returning products within 7 days of delivery when purchased through the website or phone orders via the shop.

A full refund or, if preferred, exchange of equal value is guaranteed for customers returning unopened products, or items with a proven fault within 28 days of purchase or delivery.

If any exchange or refund is required then you should return the item to us, ensuring a copy of an email or confirmation. Items must be returned by Recorded delivery and clearly marked for the attention of the Mail Order Dept.

We cannot accept responsibility for lost parcels, or postal charges incurred when returning goods and we do have the right to refuse an exchange or refund, if we consider the goods have not been treated in accordance with the instructions provided with them.

Videos, DVD's will only be exchanged if faulty. We will happily refund or exchange any item purchased here at Powerkiteshop.

We make no charge for returns – there is no restocking fee Returned goods must be unused, in a saleable condition and in their original packaging.

All returns must have a completed returns form enclosed in the item.

We will credit the card we have on file as soon as the item is returned to us - the refund however may take up to 21 working days to appear on your statement due to the difference in bank transfer procedures.

If original payment was made via PayPal we will credit the PayPal account that the order was placed.

If you return an item to us that is faulty, which you did not order, or for any other reason that is our fault, we will also pay for the cost of the return postage.

If this happens, please contact us first and we will let you know how you should send the item to us.

If you have any problems please telephone us on +44 (0) 121 544 9514 (Mon - Friday, 10.00am - 6.00pm) 

Consumer Protection Regulations:

The Consumer Protection(Distance Selling) Regulations 2000 provide a cooling off period and an unconditional right to cancel during that period.

The purpose of the cooling off period is to allow the consumer the opportunity they would have had in a conventional shop to examine the goods before deciding to buy.

The cooling off period begins as soon as the order has been made and ends seven working days after the day of receipt of the goods.

The Regulations require the consumer to send a notice of cancellation in writing, including fax or e-mail - a telephone call is not enough.

The cooling off period and the right to cancel do not apply to contracts for clearly personailised goods, and the supply of videos/DVDs if they are unsealed by the consumer.

Security:

Security at Powerkiteshop

We use a comprehensive selection of the latest security measures to make sure your credit cards details are kept secure when ordering over the internet. Our Secure Server provider has never been intercepted by a third party or lost a single order.

As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using SSL encryption. Even if data could be intercepted over the Internet it would be useless.

When you enter the secure area of our site, you will notice a a small padlock on your browser. This normally appears on the top right or bottom right of your screen.

To double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not.

Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A SECURE web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data.

Security at Powerkiteshop Microsoft Internet Explorer:

A. https:// is shown in the address bar
B. Secure Padlock is visible

Security at Powerkiteshop

When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device.

The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

It is a crime to purchase products with a false name or with the use of an invalid credit card. (An invalid credit card is one that is created for the sole purpose of purchasing items illegally or using a credit card or its information, via theft or unauthorized use.) It is also illegal to misuse the charge back process to take advantage of merchants. If you are a victim of fraud or if you are a perpetrator, be aware that Powerkiteshop will actively pursue and prosecute fraud offenders to the fullest extent of the law.

If however, you are still not happy with entering your details over the internet we will gladly take your order over the telephone: ORDER HOTLINE: Telephone - +44 (0)121 544 9514

VAT Refunds and B.F.P.O:

The minimum purchase value for VAT refunding is £50 excluding delivery, per order. To receive VAT refunding under B.F.P.O status, please enclose your 'certificate of entitlement' with each order. VAT Free shopping is available through Powerkiteshop for non EEC residents.

B.F.P.O orders take from 5 working days to process. All VAT orders are processed at full UK rate with the VAT refunded by the same payment method used to order, in a minimum of 30 days after posting. AMEX cards excluded.

Before we can issue a VAT refund for an order dispatched to a BFPO address which is within the EU, UK VAT legislation requires us to obtain a "certificate of entitlement" confirming that the items have been shipped to and received by a qualifying body or person as set out in paragraph 14.2 of HM Revenue and Customs Notice 725 dated December 2009.

For goods which are shipped to BFPO customers in Cyprus or Germany, Powerkiteshop will require a certificate from the person placing the order uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows:

For British forces in Cyprus - under Article 14(1)(g) of EC Council Directive 77/388/EEC, or For a visiting force in Germany - under Article 15(10) of EC Council Directive 77/388/EEC.

Powerkiteshop requires this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated December 2009. If this certificate is not supplied, we cannot make a refund.

Please send the stamped receipt or certificate, quoting all the qualifying order numbers for which VAT has not been refunded to:

Powerkiteshop
Studio 2-4 Euro Business Park
Summerton Road
Oldbury
West Midlands
United Kingdom

If your BFPO address is outside the EU, your VAT is eligble for refund and this refund will be processed upon our checking the details of your BFPO address against the British Forces list at http://www.bfpo.mod.uk/bfponumbers_static.htm

European / US and Worldwide Deliveries at Powerkiteshop:

Powerkiteshop Delivery

Powerkiteshop has always offered high quality International shipping efficiently yet as cheaply as possible. With customers in over 200 countries getting the best quote in every instance has proven a complex one so we’ve decided to make the process a whole lot simpler.

UK Delivery as before will remain FREE

Internationally delivery has just got enormously cheaper and what we have now introduced a FLAT FEE.

You’ll be able to see the cost of delivery at the time of ordering and track your parcel from the moment it leaves Powerkiteshop.

Delivery to European destinations for items under £60.00 will cost £3.95 GBP per order

Delivery to European destinations for items over £60.00 will be FREE

This is a flat rate, no matter how many products you include in your order. This heavily subsidised postal cost is only applicable to online internet orders.

Prices shown in Euros and US Dollars are for guidance purposes only.

When purchasing - the total price will be shown in GB Pounds Sterling and this amount will be charged to your credit/debit card.

Your credit / debit card provider will convert this into your local currency at their normal rate. Any additional charges made by your card provider are your responsibility.

Powerkiteshop prices include VAT at the UK rate which you must pay. There may be additional import or tax charges when shipping outside the EU.

Deliveries outside UK and EU will be contacted of any additional shipping charges.

International deliveries are shipped via the Royal Mail or Courier and are charged to you at cost price. The charge varies according to the weight of the parcel and its destination country.

For further information, or for deliveries outside Europe, or the US, please contact us via email at info@powerkiteshop.com before you place your order.

Privacy Statement:

Powerkiteshop Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will give you the chance to refuse any marketing email from Powerkiteshop.

The type of information we will collect about you includes:

your name
address phone
number
email address

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

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.

At Powerkiteshop we will NOT pass your details on to a third party.

If you have any questions/comments about privacy, you should email us. Email: info@powerkiteshop.com

Images, Colours and Descriptions:

Images Colours and Descriptions

Although we endeavor to keep our pictures and descriptions up-to-date we do sometimes encounter some errors. All our pictures are intended as a guide only and descriptions are the main information supplied to describe a product - these should be used in preference to the picture. Please note that small variations do sometimes occur between the picture and what is supplied.

Please note that where a picture includes items other than those described - this is intended for presentation purposes and some items are NOT included unless the description states the items are included.

Whilst every effort has been made to prevent the true likeness of the products colours, variations may occur between different colour monitors /phones and screen resolutions.

Email Enquiries:

We will always endeavour to reply to your e-mail as quickly and as thoroughly as possible.

To ensure that the correct department receives your e-mail please contact:

Email Enquiries:

Order / General - info@powerkiteshop.com

Training - training@powerkiteshop.com

Website queries - webmaster@powerkiteshop.com

Media/Press - media@powerkiteshop.com

Alternatively you can enter your contact details and enquiry into the form below:

Contact Information

Telephone Enquiries - 0121 544 9514:

Our staff can answer most of the questions you may have.

If they do not know they will find out and get back to you as soon as possible.

To ensure that the correct department receives your e-mail please contact:

Our trained staff are available at the following times.

Monday-Friday: 10.00am to 6.00pm

TELEPHONE NUMBER: +44 (0) 121 544 9514

If you are calling from abroad, you can call the number below:
Landline Phone Number: +44 (0) 121 544 9514

All other times including weekends we're available via the help lines but we may be out flying!

If we are unavailable you can usually leave a message for a later response.

Powerkiteshop / Postal / Returns Address:

You can visit the shop, send any enquiry / cheque payments via post or return any item to the address below:

Powerkiteshop
Studio 2 - 4
Euro Business Park
Summerton Road
Oldbury
West Midlands
B69 2EL
United Kingdom

Items must be returned with a returns form enclosed by Recorded delivery and clearly marked for the attention of the Mail Order Dept.

Our trained staff are available at the following times.

We will not accept responsibility for lost parcels, or postal charges incurred when returning goods and we do have the right to refuse an exchange or refund, if we consider the goods have not been treated in accordance with the instructions provided with them.

Videos, DVD's will only be exchanged if faulty.

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