Delivery Information & Refunds Policy
At Excel Marine, we aim to provide a straightforward and fair process for delivery, returns, refunds and faulty goods.
The information below should be read alongside our full Terms & Conditions and does not affect your statutory rights under UK consumer law.
1.0 Shipping Rates
Our standard shipping rates are:
- Small packages up to 20kg: £10.00
- Packages up to 50kg: £49.95
- Packages over 50kg: £85.00
- Overseas, Scottish Highlands and other non-mainland islands: Please contact us with your full delivery address so that we can confirm the applicable shipping rate.
Shipping charges may vary for particularly large, heavy or specialist items. Where a different delivery charge applies, we will advise you before proceeding with your order.
1.1 Delivery Times
We aim to dispatch orders promptly and provide estimated delivery times wherever possible.
Delivery times are estimates and may vary depending on product availability, the delivery location, the courier being used and whether an item is being supplied directly by one of our suppliers.
Once an order has been dispatched, delays can occasionally occur which are outside of our reasonable control. Where we become aware of a delivery issue, we will work with you and the courier to resolve it as quickly as reasonably possible.
1.2 Failed Delivery Attempts
If the courier is unable to complete delivery after two attempted deliveries, any further re-delivery, storage or return charges may be the responsibility of the customer.
We will make reasonable efforts to coordinate a suitable delivery date with you and the courier; however, this cannot be guaranteed and remains subject to courier availability.
It is the customer's responsibility to ensure that delivery can be accepted at the agreed delivery address and, where a delivery date or window has been provided, that suitable arrangements are in place to receive the goods.
2.0 Faulty Goods – Within 30 Days of Receipt
If you believe an item has arrived damaged or is faulty, please contact us within 7 days of receipt of the goods so that we can assess the issue and advise you on the next steps.
Your statutory rights are not limited by this 7-day notification request.
Where appropriate, we may ask you to provide photographs, videos or other information to help us understand the reported issue before arranging a return.
You may be asked to return the item to us so that it can be inspected and the reported fault assessed.
Where the goods do not conform to the requirements of the Consumer Rights Act 2015, your statutory remedies may include the short-term right to reject within the applicable 30-day period, or other remedies provided by law.
If reasonable return postage has been paid by you and the item is subsequently confirmed to be faulty, we will reimburse the appropriate return costs where we are legally responsible for doing so.
If, following inspection, the product is not found to be faulty, or the issue has resulted from misuse, accidental damage, incorrect operation, normal wear and tear or another matter not attributable to a product fault, we will contact you to discuss the available options.
2.1 Faulty Goods – After 30 Days
If a fault develops after the initial 30-day period, please contact us and we will guide you through the next steps.
Warranty claims are handled on a back-to-base basis. This means that the customer is responsible for arranging for the product to be returned to Excel Marine for inspection.
Once received, we will carry out an inspection and condition assessment. This allows us to consider the reported fault, condition of the product, signs of use or damage, maintenance and any other relevant circumstances before determining the appropriate course of action.
Where a fault is confirmed and is covered by the applicable warranty or your statutory rights, we will normally attempt to repair the product in the first instance.
If a repair is not viable or appropriate, we will consider the next suitable remedy. Depending on the circumstances, this may include replacement of the product, provision of a suitable alternative, a refund or partial refund where applicable, or another appropriate resolution.
Any remedy will be determined according to the circumstances of the claim and your applicable statutory rights.
2.2 Inspection of Returned Goods
All products returned as faulty may be subject to inspection before a warranty or fault-related remedy is approved.
Our inspection may consider the overall condition of the product, the nature and location of the reported fault, previous repairs or modifications, evidence of accidental damage or misuse, maintenance and storage, and any other factors relevant to determining the cause of the issue.
If an item is returned as faulty but our inspection determines that no product fault is present, or that the issue falls outside the applicable warranty, we will contact you and explain our findings and the available options.
Any costs associated with returning the product to you or carrying out non-warranty repairs will be discussed with you before proceeding.
3.0 Online Order Cancellation & Non-Faulty Returns
For eligible purchases made online or at a distance, consumers generally have the right to cancel their order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.
If you wish to cancel, please contact us within the applicable 14-day cancellation period.
Once you have notified us of your cancellation, the goods must normally be returned within a further 14 days.
Unless the goods are faulty or we agree otherwise, you are responsible for the cost of returning unwanted goods.
You are entitled to inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make an appropriate deduction from the refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted in a shop.
Certain goods may be excluded from the right to cancel, including products made to your specification or clearly personalised, where the applicable legal exemption applies.
3.1 Refunds
Once returned goods have been received and, where applicable, inspected, any approved refund will be processed to the original payment method.
For eligible distance-sale cancellations, we will refund the applicable standard outbound delivery charge where required by law. Any additional amount paid for an enhanced, express or premium delivery service is not normally refundable beyond the cost of our standard delivery option.
Refund processing times may vary depending on your bank, card issuer or payment provider.
4.0 Boat Warranty Returns
All Excel Marine inflatable boats are supplied with a standard 12-month warranty from the date of purchase.
For leisure use, eligible boats can receive an extended 5-year leisure warranty when registered through our online registration form within 30 days of purchase.
For commercial use, eligible boats can receive an extended 2-year commercial warranty when registered through our online registration form within 30 days of purchase.
If the product is not registered within the required timeframe, warranty coverage will remain limited to the standard 12-month period.
Our boat warranties operate on a back-to-base basis, meaning the customer is responsible for returning the product to Excel Marine for inspection and assessment.
Further information regarding warranty coverage, exclusions and the claims process can be found within our Terms & Conditions.
5.0 Outboard Engine Warranty Claims
Outboard engine warranties are provided by the relevant engine manufacturer and are subject to that manufacturer's warranty terms and conditions.
As an authorised dealer, Excel Marine can assist with liaising with the relevant manufacturer and help facilitate a warranty claim on your behalf.
However, warranty assessment, authorisation and the final decision regarding any manufacturer warranty claim remain with the relevant engine manufacturer.
6.0 Contact Us
If you believe your product is faulty, wish to arrange a return, or have any questions regarding delivery or this policy, please contact us before returning the product:
Email: info@excel-leisure.co.uk
Telephone: 0121 32 32 333
When contacting us regarding an existing order, please provide your order number together with as much information as possible regarding your enquiry.
By purchasing from Excel Marine, you agree to our applicable Terms & Conditions. Nothing within this Delivery Information, Returns & Refund Policy is intended to restrict or exclude your statutory rights.