Delivery Information & Refunds Policy

RETURNS AND REFUNDS POLICY

Thank you for shopping with Excel Marine Limited. We want to ensure your complete satisfaction with your purchase. Please read the following Returns and Refunds Policy carefully to understand our guidelines for returns and refunds.

  1. Eligibility for Returns and Refunds: 1.1 We accept returns and refunds for unused and unopened products within 14 days from the date of delivery. 1.2 To be eligible for a return or refund, the product must be in its original condition, including all packaging materials, tags, and labels. 1.3 Products that are damaged, used, or returned after 14 days from delivery will not be eligible for returns or refunds.
  2. Return Process: 2.1 If you wish to return a product, please contact our customer support team within 14 days of receiving the item, providing the following information: - Order number - Reason for the return - Condition of the product, Please email support@excel-leisure.co.uk 2.2 Our customer support team will guide you through the return process and open a support ticket regarding the issue. 2.3 You are responsible for shipping the product back to us, ensuring it is adequately packaged to prevent damage during transit. 2.4 We recommend using a reputable shipping service with tracking and insurance, as we cannot be held responsible for lost or damaged items during return shipping.
  3. Refund Process: 3.1 Once we receive the returned product and verify its condition, we will initiate the refund process if applicable. 3.2 We will refund the original purchase amount, excluding any shipping or handling fees, using the original payment method. 3.3 Please allow a reasonable period for the refund to be processed and reflected in your account. The exact time may vary depending on your payment provider.
  4. Non-Returnable and Non-Refundable Items: 4.1 The following items are non-returnable and non-refundable: - Used or damaged products - Products returned after 14 days from delivery - Products without original packaging or missing parts 4.2 We reserve the right to refuse returns or refunds if the returned products do not meet the eligibility criteria mentioned in this policy.
  5. Damaged or Defective Products: 5.1 If you receive a damaged or defective product, please contact our customer support team within 48 hours of delivery. 5.2 Provide detailed information and images showcasing the issue to support@excel-leisure.co.uk, and we will assist you in resolving the matter promptly. 5.3 In the case of a damaged or defective product, we operate on a back-to-base warranty where the customer will be required to return the original product back to us.
  6. Exchanges: 6.1 We currently do not offer direct product exchanges. In the event of a warranty claim or damaged item, Excel Marine Limited will endeavour to replace the product on a like-for-like basis. If this can’t be done or is not applicable, please refer to Section 3.
  7. Shipping Costs: 7.1 Shipping costs for returns are the responsibility of the customer unless the return is due to a damaged or defective product. 7.2 Original shipping and handling fees are non-refundable.
  8. Modifications to the Returns and Refunds Policy: 8.1 We reserve the right to modify or update this Returns and Refunds Policy at any time. 8.2 Any changes to the policy will be effective immediately upon posting the revised version on our website.

Terms and Conditions for Free Delivery Offer:

  1. Eligibility: This offer is applicable to all orders placed on EXCEL's online shop, with a minimum spend of £250.00 (GBP), excluding taxes and any other additional charges, and for delivery addresses within mainland UK.

  2. Free Delivery Threshold: Free delivery will be automatically applied to orders meeting or exceeding the minimum spend threshold of £250.00 (GBP) in mainland UK.

  3. Exclusions: The free delivery offer does not apply to purchases of trailers. All trailer sales will incur a flat delivery charge of £250.00 (GBP), irrespective of order value or location.

  4. Delivery Surcharges: Orders being shipped to the Scottish Highlands, Northern Ireland, Isles, and Channel Islands will be subject to additional delivery surcharges. The surcharge amount will be calculated and displayed during the checkout process based on the delivery address provided.

  5. Delivery Methods: Delivery will be fulfilled using EXCEL's chosen delivery service, and the estimated delivery timeframes will be communicated at the point of purchase.

  6. Delivery Address: Customers are responsible for providing accurate delivery information, including postcode and any additional instructions. EXCEL will not be held liable for any delays or delivery issues arising from incorrect or incomplete address details provided by the customer.

  7. Delivery Restrictions: This offer is valid for standard delivery services only and may not be applicable to express or expedited shipping options.

  8. Modification and Cancellation: Orders eligible for free delivery can be modified or canceled in accordance with EXCEL's standard terms and conditions. Any changes made to the order may impact eligibility for the free delivery offer.

  9. Offer Validity: This free delivery offer is subject to change or withdrawal at EXCEL's discretion without prior notice. Any changes to the offer terms will be updated on the EXCEL website.

  10. General Terms: EXCEL reserves the right to refuse or cancel any order that does not comply with these terms and conditions or violates any applicable laws or regulations. These terms and conditions are governed by the laws of the United Kingdom.

By placing an order on EXCEL's online shop, customers agree to abide by these terms and conditions regarding the free delivery offer.

By completing a purchase with us, you acknowledge and agree to adhere to the terms and conditions outlined in this Returns and Refunds Policy. If you have any questions or require further clarification, please contact our support team at support@excel-leisure.co.uk.