Last updated 22/04/2016
Welcome to the DUO GEAR website. Please review the following terms and conditions concerning your use of this site. By using this site, including downloading materials, you agree to these terms and conditions. DUO GEAR reserves the right to change these terms and conditions from time to time at its sole discretion. These terms and conditions apply to all visits to the DUO GEAR website, both now and in the future.
All prices are subject to change. All products are subject to availability.
Product Statements and Images
The products, equipment or images on this website are not intended to prevent injury or any medical implications, they are simply produced and manufactured at a high quality to help reduce and minimise such risks. It is the individual’s responsibility to use the products and equipment sensibly. All claims made on the product labels and website descriptions are the sole responsibility of the manufacturer and we do not claim to agree with or support/substantiate these claims. All product images are for illustration purposes only.
Orders which are received by us before 11.00am Monday-Friday (excluding public holidays) are processed on the same day where possible. We expect to ship your order within 24/48 hours of processing. We ship all over the world. See details below. Please do not hesitate to contact us at any time to ask a question about delivery methods, or your tracking details, on + 44 (0) 7985354145 or email us at firstname.lastname@example.org. If you need your order delivered for a specific time of day, simply let us know and we’ll be more than happy to give you a price for deliveries before 9am (UK only), or before 12noon (UK only).
Our delivery price to the UK mainland starts from £2.99 as standard and is dependant upon the size and weight of the order. Orders weighing under 1kg are usually despatched by Royal Mail, however we may use an alternative courier (1kg +), and will generally arrive within 2 - 5 working days from the date you place your order. Please allow up to 10 days following despatch, for unforeseen circumstances. All ‘Signed For’ delivery parcels will arrive with your normal post and will require a signature. Royal Mail Next Day Special Delivery orders are taken daily before 11.00am and are usually delivered between Monday - Friday, excluding Saturday and Sunday, for example, orders for this service placed on Friday cannot be guaranteed a Saturday delivery, however will be delivered on Monday. Courier items are sent using UPS or UKMail and will arrive anytime between the hours of 8am and 6pm Monday to Friday. Please make sure an adult is available to sign for your delivery. If no-one is available to sign for your delivery a calling card will be left by the courier informing you that a delivery attempt was made; it is deemed to be your responsibility to contact/collect from the courier in question. If parcels are returned to sender you will be responsible to pay a re-delivery fee to have the parcel delivered again. In the instance a refund is required in such cases, we will refund the total cost of the order including any shipping costs incurred by us, this also includes any orders eligible for free delivery.
Channel Islands, Isle of Wight, Northern Ireland etc...
Our delivery price to the UK mainland starts from £2.99 as standard and is dependant upon the size of the order. On orders weighing over 20kg in total an International/Offshore Heavy Delivery Order Delivery Surplus may apply, however this is very rare. Orders may be despatched by Royal Mail or in some cases UPS or iPost, in which a shipping surplus may be added. Deliveries will generally arrive within 2 - 5 working days from the date of despatch. Please allow up to 10 days, for unforeseen circumstances. ‘Signed For’ delivery items will arrive with your normal post and will require a signature. If no-one is available to sign for your delivery a calling card will be posted by the courier informing you that a delivery attempt was made; it is deemed to be your responsibility to contact/collect from the courier in question. If parcels are returned to sender you will be responsible to pay a re-delivery fee to have the parcel delivered again.
Republic of Ireland, Europe & Rest of the World
For a more accurate understanding on shipping prices to the Republic of Ireland, Europe & Rest of the World please calculate the shipping price at the checkout stage of your shopping cart alternatively you can contact us. International or Overseas is any place situated outside of Mainland UK. An International surplus shipping charge will be made in addition to your final checkout shipping rate(s) for all overseas orders.
Orders are usually despatched by Royal Mail International Signed For, UPS or iPost Delivery and will generally arrive from 3 - 10 working days from the date of despatch depending upon the receiving country. International Signed For or Royal Mail Airsure Delivery may be used and will generally arrive from 3 - 10 working days from the date of despatch and will require a signature upon delivery. Please contact us if you wish us to track the progress of your order or alternatively you can login to your account and monitor your order progress. Although your items receive priority treatment, the courier does not guarantee delivery times.
Please note that by NOT reading these terms and conditions and failing to pay any additional shipping charges that are required you are breaching our Terms & Conditions, and may result in us terminating your order.International Heavy Order Delivery Surplus on International and Offshore UK addresses only
If your order weighs more than 20kg and is being despatched to a UK offshore address or internationally, we may need to apply a delivery surplus. If you are unsure as to whether your order will be over 20kg, please contact us before processing your order. In the event that we need to apply an unforeseen surplus charge to you order, we will always contact you to discuss delivery options and agree a surplus charge. You will have the option to cancel your order at any time if you do not wish to pay a surplus delivery charge.
Duogear.co.uk reserve the right to adjust the price of goods and/or delivery costs as deemed necessary without prior notice. However, this will not affect the price at which the goods stand when your transaction is processed. In the case of goods being ordered in a large quantity, we reserve the right to make changes to delivery costs as necessary, although we will advise you via e-mail in such a case.
Payment and Stock Availability
Goods and prices are subject to availability. In the event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be offered where you have already paid for the goods.
Once you have chosen your goods, you can proceed to checkout and pay for your order with having the peace of mind of 3D Secure processing by SagePay or alternatively using PayPal, with and major credit or debit card through their secure payment server. If your having difficulties paying with any payment within the UK please contact your card supplier.
Once we have received your order you will receive an order confirmation e-mail. As we process and ship your order you will receive further e-mails explaining your order status.
At all times until despatch you have the right to cancel all or part of your order. If you cancel only part of your order, please note that this may result in a change in shipping fees in correspondence with our shipping fees and policy at that time.
Should there be an error with your order or a faulty or damaged item within your order, we require that you notify us immediately within 24 hours of receiving your goods. We will exchange the item for an undamaged replacement or a similar product of the same value or more, with which you will be required to pay the additional costs if the replacement goods cost exceeds the cost of the faulty item. If required we will offer a full refund for the cost of the item if the product is un-available.
If faulty/damaged items are to be returned we request that you return the unused item(s) within 7 days of receipt and ensure that the items are returned via a trackable delivery method such as Royal Mail ‘Signed For’ Delivery as we cannot be held responsible for loss, theft or damage to any returning items. For return details you can contact us via telephone on +44 (0) 7985354145 or email at email@example.com. In the instance that a faulty item is returned we request that you pay the return delivery fee, which we will refund immediately upon receipt of goods or contact. You will be refunded a maximum of £4.10 for return postage depending upon the size and weight of the parcel, returns that exceed this amount will be at your responsibility.
Whilst in your care, the parcel is deemed your responsibility. If you lose, use or give away that item, no replacement will be provided. Once we have received the returned item, we will despatch the corrected order on a next working day service where possible.
Returns & Exchanges
In the unlikely situation that you wish to return your goods under the Distance Selling Regulations, we will accept the return of goods sent back to us within 14 days of receipt.
There is no handling charge included in all orders, however the cost of the p&p will be your responsibility in any case, and is non-refundable in the case of unwanted items.
If the unwanted items are returned in their original condition including tags & packaging, we will refund you any money which you have paid us for those items excluding the p&p, or we will offer you an alternative product of similar value if a replacement is required. You will be responsible for the payment of the return postage of the unwanted goods and the postage costs to you. We are not able to accept the return of opened and/or part used and/or used goods.
We are unable to accept the return or refund of any SALE or reduced priced items. All returns must be sent to the full postal address, which can be found on the delivery note. Our main office is situated at Sibley Grove, London, E12 6SE, United Kingdom. Our office opening hours are Monday to Friday between 9.30am to 5.30pm. If you wish to return an item, please contact us beforehand and we will then advise you on the returns process.
For Health and Personal Hygiene we cannot return or replace any of the following items Mouthguards, Groin Guards, First Aid gels, creams, oils and liniments.
Items that are returned over 30 days of receipt and are found faulty at this time, the faults will be deemed as wear and tear, although all of our products are made with care and quality and undergo a strict QA.
We do ask that you please contact us first to let us know that the product is being returned. We recommend that all returns are sent by a traceable delivery method for your safety. We cannot be held responsible for loss, theft or damage to returning goods.
If an order is returned to us because there has been no one at the shipping address to receive the item(s) and no other arrangement has been made between the customer and the couriers, we will offer a re-delivery which will be at your cost and required be sending any parcels out. If the item is then returned on a second occasion after another failed delivery attempt, we will refund the total minus the handling fee and the cost of the original p&p to the customer.
If the customer has refused delivery (with no mistake on our part) and the item is returned to us, the handling fee and the original p&p deduction will apply.
Refusal of correct deliveries is deemed to be breaking our terms and conditions unless there is a mistake with the order or the order has been damaged in transit.
Strictly no refunds can be given until return goods have been received satisfactory.
If you wish to exchange an item that has already been delivered or despatched you are required to contact us and inform us immediately. You must ensure that on returning a product for an exchange we recommend that you use a traceable delivery system, since we cannot be held responsible for loss, theft or damage to any returning goods. The exchanged product will require a return and re-delivery, therefore you will be required to pay a re-delivery fee depending upon the item size and weight, with which the amount will be advised when you contact us.
All complaints will be acknowledged within 24/48 hours, although we try to acknowledge all complaints immediately.
Data Protection and Privacy
In accordance with the Data Protection Act 1984 we do not supply any of your details to any third party.
We are committed to protecting your personal privacy and, in accordance with UK Data Protection law; we uphold strict security procedures for the storage of your personal information.
When you place an order we collect your name, e-mail address, mailing address, phone number. We do not receive your credit/debit card information from Paypal. We may record which products you are interested in and which products you purchase. We also monitor customer traffic patterns which enable us to improve the service we provide. This information is used to process orders and to provide a more personal shopping experience. You can request at any time that we stop emailing information to you by sending an email with the word ‘STOP’ in the subject line to firstname.lastname@example.org.
When we recieve payments on our website, telephone or mail order we do not store credit card details.
We do not share details with any third parties.
We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.
Although DUO GEAR has attempted to provide accurate information on the Website, information on this Website may contain technical inaccuracies or typographical errors. The contents of any documents on the Website are believed to be current and accurate as of its publication date. DUO GEAR assumes no responsibility for the accuracy of the information. DUO GEAR may change the programs or products mentioned at any time without notice. For the most current and complete documents, please contact DUO GEAR directly.
ALL INFORMATION, SOFTWARE, PRODUCTS AND SERVICES PROVIDED ON THIS WEBSITE ARE PROVIDED "AS IS" WITH ALL FAULTS WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE. DUO GEAR AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you.
DUO GEAR AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR REVENUES, COSTS OF REPLACEMENT GOODS, LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS SITE OR ANY DUO GEAR PRODUCT, DAMAGES RESULTING FROM USE OR RELIANCE ON THE INFORMATION PRESENT, EVEN IF DUO GEAR OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
DUO GEAR assumes no responsibility and shall not be liable for any delayed, lost or misdirected communications through its Website.
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