Up and Under details

We've been trading as a specialist outdoor retailer in Wales since 1977 and in Cyberspace since 1998. Our company details are:

VAT Number: GB 927 5272 08

Company Registration Number: 1342695

All our contact details can be found on the Contacts Page.

Secure Online Ordering

This site is certified by Comodo as a Comodo High Assurance Secure Server CA for secure online transactions.

Your financial details are securely sent direct to securetrading the UK's leading independent payment processor. So neither we nor anyone else is able to take a peek at them.

We accept the following credit and debit cards in return for our kit...

Over the phone

If you're still not happy with online ordering then you can phone or email us to create your order...

Email: [email protected] Don't send credit card details via email!

Phone: (+44) (0)29 20 578 579

To do this you will need to have ready the name and separate prices of the item / items that you wish to order, including size and colour specifications when necessary, along with the price in total. We will then email you a secure payment form through our payment gateway Secure Trading. This process will allow you to enter you payment and delivery details securely and safely. We can no longer accept payment details over the phone for your security.

Email

Finally, you can email an order (or save a shopping basket to your hard-drive and attach it to an email if you're feeling clever) to us and we'll add it up and tell you what the total is.  We'll then send you a link so you can securely pay by card.

Refunds

Refunds will be given for faulty or erroneous orders but you must notify us within 7 days of receiving such an order. For more information see our returns section below.

Guarantees

We will ensure that Up and Under responds quickly and effectively in observing the manufacturer's guarantees and the condition of goods supplied by us.

Can't find what you're after?

Please write or phone for a quotation of goods not shown on the price list.

Carriage and Delivery

We aim to despatch all goods on the day they are ordered or the first working day if the order is placed on a weekend. Our courier collections are mid afternoon so please try to order before 2pm to help us to achieve same day processing when required.

If there are any shortages in an order we will ALWAYS contact the customer IMMEDIATELY for further instructions if this will delay the despatch of an order by more than 7 working days.

Carriage within the U.K.

Carriage (except for canoes, poles and paddles) will be charged as shown below accurate to the nearest GBP. The carriage costs are generated automatically on the on-line order form.

Delivery is always using a next working day service such as Royal Mail 1st Class, 1st Class Recorded, Tracked 24, Special Delivery and Parcelforce 24 and depends on the value, weight and size of the goods. Please note that only Special Delivery and Parcelforce 24 are a guaranteed next working day delivery.

Bespoke Carriage

(carriage outside of the U.K. or for oversized goods within the U.K.)

Carriage outside of the U.K.

If you order for delivery outside of the U.K. our website won't take any payment details from you. It will forward your order to Up and Under as a postage pending order at which point we will reply to you with the best postage price that we can provide. You can click to confirm acceptance of the carriage costs on the link on that email which will take you to your order on our site. At this point you will be prompted for your payment details.

In the case of small parcels we may be able to use the Royal Mail at a very reasonable cost, but in most cases we will be using a reputed worldwide courier.

Paddle, Canoe Pole and other goods over 1.5m in length delivery

If you order a paddle or pole or other goods that when packaged comes to a length greater than 150cm our website won't take any payment details from you. It will forward your order to Up and Under as a postage pending order at which point we will reply to you with the best postage price that we can provide. You can click to confirm acceptance of the carriage costs on the link on that email which will take you to your order on our site. At this point you will be prompted for your payment details.

The following will  give U.K. paddle and pole customers a guide to current pricing (spring 2016). The price is a per parcel price on the deliveries to areas 1, 3 and 5 (i.e. its the same for 1 paddle or 10 if 10 fit into one box). For areas 2 and 4 it is a price for 1 paddle and will increase for multiples. The costing will be as described below:

1. £20.00 for 48 hour delivery to addresses within England, Wales and Scotland outside of the Scottish Highlands and Islands and excluding postcodes: AB30-31, AB33-38, AB41-45, AB51-56, AB63, DD10, DG1-9, FK1, FK15-21, G63 0, G63 9, KA19 8, LD1 5-6, LD2 3, LD3 0, LD3 8-9, LD4 4, LD5 4, LD6 5, LD30 4-5, PO30 1-3, PO31 7-8, PO32 6, PO33 1-4, PO34 5, PO35 5, PO36 0, PO36 8-9, PO37 6-7, PO38 1-3, PO39 1, PO40 9, PO41, SY23 1-5, SY24 5, SY25 6 and TD (all).
2. £27.50 for any of the mainland exceptions listed in the previous section and £40.00 for any islands.
3. £32.50 for Scottish Highlands and Islands excluding postcodes: HS1–9, IV13-14, IV21-28, IV40-56, IV63, KA27-28, KW1-18, PA20-78, PH17, PH26, PH30-44, PH49-50, ZE1-3.
4. £40.00 for any of the Highland exceptions listed in the previous section and £50.00 for any Island.
5. £32.50 for Isle of Man and Northern Ireland excluding postcodes: BT74, BT92-94, TR21-25 (we will need to get quotes for these exceptions but expect a lot of expense).

Boat delivery

If you order a boat (kayak, open canoe, sit-on-top, surf board, etc.) our website won't take any payment details from you. It will forward your order to Up and Under as a postage pending order at which point we will reply to you with the best postage price that we can provide. You can click to confirm acceptance of the carriage costs on the link on that email which will take you to your order on our site. At this point you will be prompted for your payment details.

The following will give U.K. customers an idea of average carriage costs (Summer 2018) and are designed to give a rough idea of how much we are likely to quote for delivery with a National Courier:

• Any boat shorter than 2.5m when packed £20
• Other playboats/whitewater boats £70
• Single seater sit on tops £100
• Sea kayaks and Multi seat sit on tops £150
• Canadian Canoes £300

We do use smaller transport companies that can quote less particularly on the larger boats but we cannot guarantee rapid deliveries with these, i.e. it may be weeks rather than days. We may contact you by email to discuss your options in such instances.

Delivery Notes

We provide an option to leave delivery instructions on your order. However, if you add a comment that puts your goods at risk, e.g. leave in back garden or behind the bin, you do so at your own risk. Up and Under can no longer take responsibility for the safe delivery of the goods as it opens the goods to the possibility of theft by the courier or passers by or damage by rain, snow, wind etc.

Tax-deduction

Non-U.K. and non-E.U. countries

Non-U.K. or non-E.U. countries with a registered VAT (TVA, MWSA) number in their own country can refer to our Ex. VAT prices throughout the website. This is the price that you will be charged once you have reached the checkout and entered your delivery address.

Carriage, Taxation and constraints for BFPO addresses excluding Op Telic and Op Herrick

Carriage for all BFPO addresses will be charged at the rate shown for U.K. carriage on your order.

Parcel dimension limits: Max = 1.05m in length and 2.0m length and girth combined and 30kg in weight.

Outside the E.U.

If the delivery address is a static BFPO and is outside the E.U. we will not charge you VAT.

Inside the E.U.

Most BFPO locations within the E.U. are vatable, however, certain addresses are eligible for VAT free sales (at time of last check those serving in Cyprus and Germany). We can only supply to such locations at excluding VAT prices when your order is accompanied by a completed VAT exemption form. Please order your items over the phone or via our eshop and send an accompanying e-mail/fax including the completed exemption form. We can only send the goods once we receive the completed form.

Unfortunately we cannot send goods to Op Telic, Op Herrick or Non-Static BFPO addresses.

Currency conversion enquiries

(or: how much is the gear in my currency?)

For enquiries about prices in other currencies use the converter http://www.xe.com/.

As we charge £ Sterling (GBP) , the amount you convert at xe.com can only be an estimation.

Ordering Terms and Conditions

1. By ordering via our website the consumer is entering a legally binding contract.

2. Prices are correct at the time of going to print, but are subject to alteration without prior notice.

3. In the case of a price change the customer will be notified. He/she will be given the option to cancel the order at this point.

4. Notification of any expected delays in delivery will be made by us. The customer can then decide if he/she wishes to continue with the order.

5. The customer has the right to cancel their order within 14 working days of receiving the goods without giving a reason. The customer will have to pay the cost of returning the goods, but will be refunded the full cost of the purchase within 5 days of the return of the goods. This applies to all goods except for food stuffs and P.P.E. (P.P.E. is Personal Protection Equipment and applies to caving, climbing and industrial equipment including helmets, harnesses, ropes, and accessories intended to link a person to a structure / face such as camming devices, karabiners, slings, ascenders, etc.). For more information see our returns info page.

6. You must notify us within 3 days of receipt if there are any shortages in the order.

7. This does not affect your statutory rights as a consumer.

   Carriage is charged on all packages leaving Up & Under. All goods are sent via Royal Mail, City Link, Parcelforce or Nightfreight using next working day services for mainland U.K. Whilst these services are usually reliable in terms of speed of delivery if you require guaranteed delivery of goods on a next working day basis or before 10am you can arrange to have them sent at an extra cost.

   Any goods received damaged must be endorsed on the couriers delivery note as " GOODS DAMAGED " before acceptance. In this case please keep packaging for inspection. For more information see our returns info page.

   Disclaimer

   Up and Under outdoor gear Ltd. has compiled the images and information on this website to the best of its knowledge and belief. However, no warranty is given for their actuality, correctness, and completeness. This shall also apply to all directly or indirectly accessible websites to which reference is made by means of hyperlinks. Up and Under shall not be liable for any information given on the websites referred to by links.

   We reserve the right to alter or add any images, information or data provided on this site at any time without prior announcement.

   U.K. law is the applicable law for use of this website and its facitilies.

Up & Under Returns Policy

Web and Mail Order Purchases

Unwanted Goods

• You may return unwanted goods (excluding those listed below) to us if you notify us within 7 days and we receive the goods within 21 days of them having been delivered. It is a pre-condition to our acceptance of these unwanted goods that they are returned complete, unused, unopened / with tags attached and in re-saleable condition. It will be your responsibility to pay for the carriage cost of returning the goods to us.

• Items that cannot be returned include: food stuffs and P.P.E. (P.P.E. is Personal Protection Equipment and applies to caving, climbing and industrial equipment including helmets, harnesses, ropes, and accessories intended to link a person to a structure / face such as camming devices, karabiners, slings, ascenders, etc.).

• In order to return the goods to us you must first inform us by e-mailing [email protected] stating the receipt number and the reason for returning the goods.

• You should then return the goods including a copy of the email documenting your return. It is your responsibility to ensure that the goods reach us safely and in satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable carrier. We cannot accept liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this happening.

• Goods must be returned to Up & Under outdoor gear Ltd. 490 Cowbridge Road East, Victoria Park, Cardiff, CF5 1BL.

• Refunds will be credited by the original method of payment but you should allow 5 working days for the refund to be fully processed.

Damaged or Incorrect Goods

• Should you receive goods which have been damaged during transit they must be endorsed on the couriers delivery note as " GOODS DAMAGED " before acceptance. Please keep the packaging for us to inspect and then e-mail us at [email protected] within 3 days of them having been delivered.

• If the goods do not correspond with the description of the ordered goods you should e-mail us at [email protected] within 3 days of them having been delivered.

• You should then return the goods (with packaging in the case of damaged goods) including a copy of the email documenting your return. It is your responsibility to ensure that the goods reach us safely and in satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable carrier. We cannot accept liability for goods that are damaged in transit on return to us and would recommend that you ensure that the goods are sufficiently packaged to prevent this happening.

• Goods must be returned to Up & Under outdoor gear Ltd. 490 Cowbridge Road East, Victoria Park, Cardiff, CF5 1BL.

• Upon receipt of the goods at Up & Under we will replace the damaged goods and/or send the correct item out and compensate you to the value of the return carriage.

• In the event that you do not wish us to replace the goods then you may return them and we will issue you with a full refund plus compensation to the value of the return carriage. You should note that a full refund will only be issued on incorrect goods if they are returned complete, unused, unopened / with tags attached and in re-saleable condition.

Return Where There is a Warranty

• In the event of goods being faulty you should initially contact us by e-mail on [email protected] to confirm whether or not the goods are actually faulty.

• If the faulty goods need to be returned to us you must first inform us by e-mailing [email protected] with the receipt number and a description of the actual fault in the goods.

• You should then return the goods including a copy of the email documenting your return. It is your responsibility to ensure that the goods reach us safely and in satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable carrier. We cannot accept liability for any addtional damaged to the goods in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this happening. Where appropriate we will refund you the cost of delivery.

• Upon receipt of the goods they will be tested for the reported fault. In some instances (i.e. if we cannot fully test the goods) we may need to send them to the manufacturer for testing / their opinion. If the goods are found to be faulty a repair or replacement will be carried out depending on what is the most proportionate response. However, if the goods are tested and found to be in working order, the fault was caused by misuse or the goods are beyond their reasonable life expectancy then they will be returned to you and you will be responsible for the cost of carriage.

• Faulty goods can be returned for a full refund within 30 days of the delivery date. A full refund will only be issued if the goods are returned. We reserve the right to charge a reasonable handling charge if the goods prove to be non-defective after testing.

• Goods must be returned to Up & Under outdoor gear Ltd. 490 Cowbridge Road East, Victoria Park, Cardiff, CF5 1BL.

• Please note that due to Health and Safety Regulations our suppliers will not undertake any repairs to items returned to them in a soiled/smelly condition.  We reserve the right to ask for goods returned where there is a warranty to be taken away and cleaned before any action will be taken.

Shop Purchases

As we have a physical prescence in the form of our shop at 490 Cowbridge Road East, Victoria Park, Cardiff, CF5 1BL a slightly simplified version of our returns policy is displayed below for those wishing to return goods to the shop in person. Please note that time frames are different to the web/mail order returns policy as the post delivery assessment period is not relevant as this is deemed to have been carried out in the shop prior to purchase. If you wish to post goods back to us then please follow the steps for mail order but it is important that you enclose your original till receipt.

Unwanted Goods

• It is a pre-condition to our acceptance of unwanted goods that they are returned complete, unused, unopened / with tags attached and in re-saleable condition.  The acceptance of unwanted goods is at Up and Under's discretion and any such returns must be accompanied with the original receipt.

• Items that cannot be returned include: food stuffs and P.P.E. (P.P.E. is Personal Protection Equipment and applies to caving, climbing and industrial equipment including helmets, harnesses, ropes, and accessories intended to link a person to a structure / face such as camming devices, karabiners, slings, ascenders, etc.).

• Refunds will be credited by the original method of payment so please bring relevant bank cards.

Return Where There is a Warranty

• In the event of goods being faulty you should return them to the shop accompanied with the original till receipt and be ready to describe the actual fault. We will assess and if possible/relevant test for the fault. In some instances (i.e. if we cannot fully test the goods) we may need to send them to the manufacturer for testing / their opinion. If the goods are found to be faulty a repair or replacement will be carried out depending on what is the most proportionate response. If the product cannot be repaired and is no longer available for a replacement a credit note (credit notes have a life span of 6 months) or price reduction on other goods can be offered appropriate to the amount of the original goods taking the fault, state and age of the goods into consideration. However, if the goods are tested and found to be in working order, the fault was caused by misuse or the goods are beyond their reasonable life expectancy then they will be given back to you.

• Faulty goods can be returned for a full refund within 30 days of purchase. A full refund will only be issued if the goods are returned.

• Please note that due to Health and Safety Regulations our suppliers will not undertake any repairs to items returned to them in a soiled/smelly condition.  We reserve the right to ask for goods returned where there is a warranty to be taken away and cleaned before any action will be taken.