aftersales & returns aftersales We are completely dedicated to total customer satisfaction, and most of our new customers are recommended to us by existing customers. We understand we have to provide an exceptional level of service and support for our products, to maintain and develop our customer base. If you have any questions regarding our service or suggestions for improving it or our products you can call the Customer Services department on +44 845 652 6530 during normal office hours. returns Bamboo is a 100% natural product and we offer no guarantee with regards to pole straightness, discolouration or cracking. Poles that have been cut or split to customers specific requirements will not be exchanged if they have been supplied correctly. We make every effort to describe products accurately. While we cannot accept liability for errors or if slight variations in the actual goods occur, we will provide a full refund if you are dissatisfied. We cannot be held responsible for the cost of return postage or delivery, due to our discounted product prices. For goods that are damaged we will either exchange them or provide a full refund. This does not affect your statutory rights as a consumer. complaints procedure Should you have a problem our aim is to deal with any problems you may have fairly and efficiently. We will do this by monitoring all complaints we have a system which is: * Easily accessible and well publicised * Is simple to understand and use is speedy with established time limits for action * Is fair with full and objective investigation procedures * Effectively addresses all the points at issue, and provides appropriate redress * Maintains our customers confidentiality * Provides information to management so that services can be made more efficient How to Complain: If you feel you have a complaint then please contact our Customer Services department by clicking here. You will be informed within 3 working days of our reply to your complaint. We will explain what actions we intend to take to resolve your complaint. Terms and Conditions shipping * The shipping cost will be calculated and displayed automatically when you select the appropriate country after placing an item into your basket. * Typically we despatch within 1/3 days of receipt of order, though this timeframe depends upon the products availablity. faulty goods * You must notify us of any damage, fault or shortage with 7 days of receipt - we can not accept responsibility after this period. * You will have the option to have your goods replaced, or refunded providing that the above condition is met. * We will not be liable for any costs incurred due to faulty goods or delayed deliveries. returns policy * If you need to return goods for any reason, please contact our customer services department first. * Returned goods must be in thieir original condition and packaging. * You are responsible for the cost of returning goods. * If the goods are returned due to a fault (see warranty), then we will bear the cost of carriage. * All refunds will be authorised following receipt and inspection of goods at our warehouse in Durham. All Refunds will be less any original shipping charges or restocking charges that may be applicable. * We reserve the right to refuse a refund if the above conditions are not met. further reading Statutory Instrument 2000 No. 2334 - The Consumer Protection (Distance Selling) Regulations 2000