Information, Terms and Conditions

Your satisfaction guarantee
Brookbank Limited is the UK's leading Canoe & Kayaking equipment suppliers. We carry one of the largest ranges and quantities of stock in the country and have gained a superb reputation for our service. We are not a faceless web business, we are paddlers actively involved in many branches of the sport at various levels and are able to offer excellent advice.

We make every effort to ensure the goods you order are suitable for the purpose intended and are free from any defects. Most products are supplied with a manufacturers 12 month warranty against defects in workmanship or materials. Certain items may be excluded from warranty such as latex seals, used goods and sale or end of line items. Wear and tear, accidental or intentional damage or inappropriate use are not covered by any warranty. Your statutory rights are not affected.

Copyright
All information contained on our web sites and printed promotional material remains the property of Brookbank Ltd and its suppliers. Unauthorised copying or reproduction is strictly prohibited

Methods of payment
We accept  the following cards online, by phone or fax; Visa, Mastercard, Switch, Solo, Maestro

• By credit or debit card (your details are securely encrypted before being transmitted)
• By sending credit card details separately by phone or fax
• By requesting an invoice & sending payment by cheque to clear before delivery
• For organsiations we may be able to set up an account and invoice you

Privacy policy and security of information
You can be assured that any personal information remains confidential. We do not pass on any details to any other organisation. Our customer database is housed on a secure server and our combined mail order, e-commerce and EPOS system complies with the requirements of the data protection act.

When you place an order, we need to know your name, e-mail address, delivery address, credit or debit card number and expiry date. We also ask for your phone number, so that we can call and notify you of your order status. We may occasionally send you notice of special offers by email or post. You have the option to opt out of receiving emails when you set up your account with us or you can inform us at any time that you do not want to receive emails from us.

Website and brochure accuracy
We try to keep our website as accurate and up to date as possible with regards to specification, colours, materials and prices. We deal with thousands of products from a large number of manufacturers and changes do occur. We cannot be held responsible for changes to products supplied in respect of any of the above factors shown on our website or in our printed brochure. 

Disclaimer
Canoeing and kayaking are assumed risk activities. Brookbank Ltd, its employees, suppliers and sub contractors cannot be held responsible for any loss, damage, injury or death however caused. It is the customer’s responsibility to ensure they have the sufficient knowledge, skills and equipment for the activity they have chosen to partake in. Ensure you are familiar with all the relevant safety practices and procedures for your equipment and for the location in which you are using it.

Company information
Brookbank Ltd operates 6 outlets in the UK each with its own identity and character but all with the same values and company philosophy. Our outlets are - Brookbank Canoes of Stockport, Brookbank Lancaster (formerly UK Canoes), Brookbank Warwickshire (formerly Paddlesport), Brookbank Carlisle in Cumbria (formerly Carlisle Canoes), Brookbank Perth in Scotland and Brookbank London. Each outlet is a trading name of Brookbank Limited and is dedicated to bringing you the best quality of service and products possible. You will find more information on each of the outlets own websites. 

Product warranty & returns policy
We make every effort to ensure the goods we supply to you are suitable for the purpose intended and are free from any defects. You are free to return unwanted goods that are unused within 30 days of delivery. Goods that have been used cannot be retuned unless there is a warranty claim for the product.

Most products are supplied with a manufacturers 12 month warranty against defects in workmanship or materials. This warranty applies only to the original purchaser. Certain items may be excluded from warranty such as latex seals, used goods and sale or end of line items. Wear and tear, accidental or intentional damage or inappropriate use are not covered by any warranty. Your statutory rights are not affected.

Product returns and warranty claims procedure
If you suspect you have a faulty product supplied by us please contact us in the first instance by phone. Some problems may be resolved or avoided by an explanation or advice from one of our knowledgeable staff.

If you need to return the goods to us please do so by sending the goods with the original packaging and all labels and tags back to us by a secure delivery method. We recommend you use Royal Mail recorded or special delivery or a courier as we cannot be held responsible for non arrival of goods. Please enclose a letter detailing what the issue is, contact details and a copy of the original receipt or invoice. This will allow us to gain all the relevant information on which to process the return as quickly as possible.

On receipt of the goods we will inspect the products and contact you within 48 hours to confirm receipt of the goods and explain the next action to be taken. In some instances we reserve the right to return the item to the manufacturer for further inspection or testing. If the problem is covered by warranty we will arrange a suitable replacement, alternative or refund. The cost of posting or shipping the items back to us may be refunded to you at an agreed level equivalent to our normal stated delivery charges for that product.

Product exchanges & refunds
If you need to exchange a product for an alternative, for example if you have the incorrect size please do so by sending the goods with the original packaging and all labels and tags back to us by a secure delivery method. We recommend you use Royal Mail recorded or special delivery or a courier as we cannot be held responsible for non arrival of goods.

Please enclose a completed returns form which is available from any of our websites or here along with a copy of the original receipt or invoice. Please advise what the reason for the return is and the action you require regarding a replacement or alternative. This will allow us to gain all the relevant information on which to process the return as quickly as possible. On receipt of the goods we will inspect the products and contact you within 48 hours to confirm receipt of the goods and explain the options for an alternative or replacement.

You are responsible for return postage costs to us and the goods must be in an unused and as new condition. Postage back to you of the new item will be paid for by us except for canoes, kayaks and paddles. We reserve the right to charge a 15% re-stocking fee.

Brookbank Ltd is registered in England and Wales.  Registration number: 4451592.  Registered office: Units D1-3, Stockport Trading Estate, Yew Street, Stockport, SK4 2JZ