River Stour Trust Returns Policy
We want you to be pleased every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy.
When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or don’t match the description given. This excludes tailor-made or personalised goods, such as craft registrations.
Returns
- Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods.
- Your right to cancel a service made at a distance starts the moment you enter into the contract and lasts 14 days.
- If you want to download digital content within the 14 day cancellation period you must agree to waive your cancellation rights.
You must contact us within 14 days of receiving your goods if you want to cancel the order. You don’t have to provide a reason although it would help to know what prompted the decision. You have another 14 days to return the goods once you have contacted us. Please return the unused goods to us with the purchase details in its original condition, unopened (with any seals and shrink-wrap intact). We shall refund you within 14 days of receiving the goods back (this excludes Venue Hire, Boat Trips and Craft Registrations).
There are some contracts you can’t cancel simply because you change your mind, including:
- contracts for transport and some leisure services to be provided on a specific date, eg venue hire bookings, boat hire, and other event tickets
- contracts for services where you agreed to the service starting before the appliable return period expired.
Defective Items
You have the right to return an item within a reasonable period of time. If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will either exchange the item concerned and resend to you at our expense, or (if you wish), we will refund the cost of the product and delivery charges incurred in sending the item to you and pay your costs of returning it to us. We will refund the cost of the item and the cost of sending the item to you as follows:
- Where you return an item that was part of a larger order, we will refund the difference in the delivery cost you would have paid had that item not been ordered.
- Where you return an entire order, we will refund the delivery charges you paid.
In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
Items returned within the seven-day cooling-off period
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Where you are withdrawing from your purchase within the seven-day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:
- Where you return an item that was part of a larger order, we will refund the difference in the delivery cost you would have paid had that item not been ordered.
- Where you are returning an entire order, we will refund the delivery charge that you paid.
- We will refund on standard (Airmail) postage charges for items delivered within the European Union outside the UK.
We will not refund your costs in returning the item to us unless you return the item to us because of an error on our part or because it is defective.
Items returned under the 30-day returns guarantee
Where you are withdrawing from your purchase between seven and thirty days after delivery and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery.
To return an item
To return an item, please complete our Returns Form (see below to download and print the form), wrap the package securely, preferably in the original packaging in which it was sent to you. In the case of a defective product, or other error on our part, please provide a full description of the fault. Please remember to enclose the form with the products.
This returns policy does not affect your statutory rights.
Cancelling an item
- Trust Sales Item
Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item beginning with the day after the day on which the item is delivered. This applies to all our Trust sales products.
To cancel this contract, please pack the relevant item securely along with the completed form below, and send it to us so that we receive it within seven working days after the day that the item was delivered to you. For your protection we recommend that you use a recorded delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty.
The address to send any item back to us is:
River Stour Trust, VEC, Dove House Meadow, Great Cornard, Sudbury, Suffolk CO10 0GF
(Please do not use any other address or variation – postage must be paid on all goods returned.)
Click here to download and print our RETURNS FORM0
There are some contracts you can’t cancel simply because you change your mind, including:
- contracts for transport and some leisure services to be provided on a specific date, eg venue hire bookings, boat hire, and other event tickets
- contracts for services where you agreed to the service starting before the appliable return period expired.
- Venue Hire
A non-returnable deposit, which comprises temporary membership of the River Stour Trust, must be paid when booking the room. The balance of the charges must normally be paid in full at least one calendar month before the booking is taken up.
Cancellation of your booking within 6 weeks of the event will result in the full hire charge and any related booking costs being retained and/or payable. The initial non-refundable deposit can be used towards any future booking at The Granary within a year from the cancellation date.
A deposit against damage is payable and banked immediately upon receipt. The amount will be refunded up to 10 working days after the date of the booking less the cost of making good any damage (if applicable).
Payment for breakages will include an additional 10% for administrative costs.
- Boat Trips
A non-returnable 50% deposit, is payable when booking specified trips with the balance of the charges to be paid on the day of the trip at the latest. Latecomers or no shows forfeit their deposit payment.
No refunds are offered on any boat trips if the passenger is late or unable to find the departure points.
The River Stour trust reserves the right to cancel trips at short notice, subject to:
- Weather and/or stream conditions that could potentially endanger the safety of our passengers and crew
- Alterations to agreed trip timings are entirely dependent on the consent of the crew and the boats will only operate within civil twilight hours for safety and insurance reasons
- Passenger numbers on all our boats are subject to load capacity for safety reasons
Craft Registrations
This excludes tailor-made or personalised goods, such as craft registrations.