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Terms and Conditions

Website Terms and Conditions of Pipduck UK

Last updated Sept 2014
This page (together with our Privacy Policy , Terms of Website Use and Website Acceptable Use Policy ) tells you information about us and the legal terms and conditions on which we sell the products listed on our website www.pipduck.co.uk (“our site”) and in our catalogues to you. 

Please read these terms and conditions carefully before ordering any products from our site or over the phone with our customer services team. These terms will apply to any contract between us for the sale of products to you. You should print a copy of these terms and conditions or save them to your computer for future reference. 

By ticking the box on our site prior to placing your order with us which says “I Accept Pipduck UK’ terms and Conditions of Sale” or placing an order over the phone with our customer services team you are agreeing to be bound by these terms. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any products from us. 

If you have any questions about these terms or need advice as to your legal rights, advice is available from your local Citizens’ Advice Bureau or Trading Standards Office.


www.pipduck.co.uk is a site operated by GF Agencies (“we”, “us” or “our”). our office at Pipduck UK, Thornton House, Crundale, Haverfordwest, Pembrokeshire. SA62 6JF . Our VAT number is GB 709521734. 

To contact us please call 07834 730398, email info@pipduck.com or write to our Customer Service team at Pipduck UK, Thornton House, Crundale, Haverfordwest, Pembrokeshire. SA62 6JF.


Your use of our site is governed by our terms of website use and acceptable use policy . Please take the time to read these documents.


You may only place an order through our site or over the phone with our customer services team, if: (a) you are legally capable of entering into binding contracts; (b) you are at least 18 years old; (c) you are a ‘consumer’ (being an individual purchasing the products outside the course of his or her business or trade). 
You confirm and agree that all products you order are for your own private and domestic use and are not for resale.


4.1 After placing an order, you will receive an e-mail from us (sent to the email address that you have provided when placing your order) acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a product. 

4.2 Our order process allows you to check and amend any errors before submitting your order to us. Please ensure that you have checked your order at each page of the order process. Please note, once you have placed an order with us, we are unable to amend it. 

4.3 We will take an authorisation from your payment method when you place your order to ensure that you have sufficient funds in your account, but payment will not be taken from your account until we have dispatched your order. Where you have a coupon-code, the discount will be redeemed at the time your order is placed. 

4.4 All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the product has been dispatched (the “Dispatch Confirmation”). The contract between us (the “Contract”) will only be formed when we send you the Dispatch Confirmation. 

4.5 The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Dispatch Confirmation. 

4.6 If we are unable to supply you with a product you have ordered, for example if the product is out of stock or because of an error in the price on our site or inability to authorise your payment we will inform you of this by email or telephone and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible, if you paid by voucher, you will be issued with a new voucher.


5.1 Please see Exchange & Returns for details of our goodwill returns and exchanges policy. 

5.2 In addition to our goodwill policy, as a consumer you have a legal right to cancel a Contract with us under the Consumer Contracts Regulations 2013 Regulations 2013 (“CCR”) during a specific time period. Your right to cancel a Contract begins on the date of dispatch and ends 14 calendar days, from the day after the day you receive the products.

5.3 To cancel a contract please contact us in writing during the time period specified in clause 5.1 by sending an email to info@pipduck.com or a letter to Customer Services Team at Pipduck UK,Thornton House, Crundale, Haverfordwest, Pembrokeshire. SA62 6JF. 

5.4 If you cancel your Contract in accordance with clause 5.2 and 5.3 you will be entitled to a full refund including the cost of delivery. We will process the refund as soon as possible but, in any event, within 14 calendar days of the day you have given notice of your return or within 14 calendar days after the day on which we receive the products back (whichever is the earlier). You must return the products to us within 14 calendar days of cancellation; see our Exchange & Returns section for details on how to return the products. For the avoidance of doubt, if you only cancel the Contract in respect of some but not all of the products in an order you will not be entitled to a refund of the delivery charge as our delivery charges are charged at a flat rate per order and not by weight. 

5.5 All products are returned at your own risk. Please make sure that you get a ‘proof of posting’ certificate from your Post Office when posting them. Save for defective products, all products are returned at your own cost.

5.6 Please note, you have a legal obligation to take reasonable care of the products whilst they are in your possession and, when returning products to us, you must ensure that they are in the same condition they were in when you received them. If you fail to comply with this obligation, we may have a right of action against you for compensation. 

5.7 It is important for you to know that nothing in these terms and conditions affects your legal rights as a consumer (as ‘consumer’ is defined at clause 3(c) above) in respect of products which are faulty or not as described. Advice about your legal rights is available from the Citizens’ Advice Bureau or Trading Standards. 

5.8 All returns for defective products will be examined once they have been received by us and we will notify you if you are due a refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product (including a refund of the delivery charges for sending the item to you and any reasonable costs incurred by you in returning the item to us if applicable). 

5.9 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.


6.1 The products will be at your risk from the time of delivery. 

6.2 Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery charges. 

6.3 We warrant to you that any product purchased from us is, for a period of 6 months from the date of delivery, of satisfactory quality, free from material defects and reasonably fit for all the purposes for which products of the kind are commonly supplied. 

6.4 We are not liable for, and the warranties in clause 6.3 do not apply to, any defect in the product arising from fair wear and tear, failure by you to follow specific care instructions, wilful damage, abnormal storage, accident, negligence by you or any third party or any alteration or repair made by you or a third party. 

6.5 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the product you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they were an obvious consequence of our breach or they were contemplated by you and us at the time the Contract was formed. 

6.6 The above does not exclude or limit in any way our liability: (a) for death or personal injury caused by our negligence; (b) under section 2(3) of the Consumer Protection Act 1987 or for breach of the terms implied by sections 12 to 15 of the Sale of Goods Act 1979; (c) for fraud or fraudulent misrepresentation; or (d) for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability. 

6.7 We only supply products for domestic and private use and you agree not to use any products for commercial, business or re-sale purposes, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.


7.1 If you provide to us any instructions relating to the delivery of your order notes (including, without limitation, instructions to leave the products in a particular place, outhouse or with a neighbour), you are responsible for ensuring the accuracy of these instructions and we shall not be liable to you in relation to any loss of or damage to the products resulting from our following of your instructions. 

7.2 Delivery will be complete when we deliver the products to the address you gave us or in accordance with your other instructions. 

7.3 Dates/times given for delivery are an estimate only and, although we will endeavour to fulfil your order within the estimated delivery period set out in the dispatch email, we cannot guarantee this.


8.1 The price of any products will be as quoted on our site and/or in our catalogue from time to time, except in cases of obvious error. 

8.2 These prices include (where applicable) VAT at the prevailing rate but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide. 

8.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation. 

8.4 Our site and catalogues contain a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site or in our catalogues may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product’s correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product’s correct price is higher than the price stated on our site or in our catalogue, we will normally, at our discretion, either contact you to give you the option of continuing your purchase of the product at the correct price or reject your order and notify you of such rejection. 

8.5 We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing. 

8.6 Payment for all products must be by credit card, debit card or using Paypal. We accept Visa, Mastercard, American Express and Maestro. We will take payment when we dispatch your order. Upon receiving your order we carry out a standard pre-authorisation check on your payment method (card or Paypal) to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. The payment from Paypal or your card will be debited once the order has been dispatched.


9.1 We deliver to certain countries outside the UK. If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. 

9.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.


10.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our site or purchasing over the phone, you accept that communication between us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. 

10.2 All written notices given by you to us must be given to Pipduck UK, Thornton House, Crundale, Haverfordwest, Pembrokeshire. SA62 6JF or by emailing info@pipduck.com . We may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.


11.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control. 

11.2 Such events include any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation): strikes, lock-outs or other industrial action; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; the acts, decrees, legislation, regulations or restrictions of any government. 

11.3 Our performance under any Contract is deemed to be suspended for the period that the event outside our control continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to find a solution by which our obligations under the Contract may be performed.


12.1 You may not transfer, assign, charge or otherwise dispose of the Contract, or any of your rights or obligations arising under it, without our prior written consent. 

12.2 We may transfer, assign, charge, sub-contract or otherwise dispose of the Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract. 

12.3 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. 

12.4 If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law. 

12.5 These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing. 

12.6 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or to be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions. 

12.7 We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing. 

12.8 This contract is between you and us. No other person shall have any right to enforce and of its terms. 

12.9 We will not file a copy of the contract between us. 

12.10 Please see Customer Complaint Handling Procedure for details on how to make a complaint.


13.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities. The date at the top of this page will be amended each time these terms are updated. 

13.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the products). 

13.3 No modification to these terms and conditions by any party other than Pipduck UK shall be valid or enforceable against Pipduck UK unless expressly agreed to by Pipduck UK in writing signed by a duly authorised officer of Pipduck UK.


Contracts for the purchase of products through our site and/or over the phone and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.


Where you have provided us with personal information we may use this information to: update and enhance our customer records, carry out identity verification, credit or anti-fraud checks against your name using third party databases (which may involve disclosure to registered credit reference or fraud prevention agencies who may retain and use your personal information), carry out analysis and to help us manage our business, statutory returns and legal and regulatory compliance. Our privacy policy contains full details of how your personal data may be used and any use of your personal information will be in accordance with our privacy policy. Please take the time to read this document as it contains important terms.