Carp Global Fishing LTD - Refunds / Returns / Replacement Process 

Updated - SEPTEMBER 2020

Please note that if you return something that has parts missing we will not be able to do anything until all the items have been received. 

For example if you order shoes that come in a mesh bag we need the bag back as well as the shoes, if you order a tackle box that comes with pins for the rig board, we need the pins back too...

SENDING BACK ITEMS THAT YOU HAVE NOT PURCHASED FROM US IN AN ATTEMPT TO CLAIM DAMAGES IS FRAUD - WE WILL REPORT THIS TO THE POLICE!

If something goes wrong with your order please contact us straight away, just click help on any of our web pages or call 01772 379320 (option 2)

YOU MUST CONTACT US WITHIN 24 HOURS AND BEFORE USING THE PRODUCT.

Please note that "wrapping" items as "a present" should only be done AFTER you have inspected the item for damage.

It is important to inspect your item as soon as it arrives and if something is immediately obvious, like a broken rod or missing item, please take a photo of the package including the delivery note and mail label. 

If a box is clearly damaged when the courier arrives please take photos. 

We do not allow our courier to leave anything in a "safe place" only with neighbours in certain circumstances. 

You will need to send a picture of the item and mail label / packing slip to us as part of the support process so we can clearly see what has happened. 

Fishing is also an outdoor sport and subject to the weather etc so please try to test and try your new product before heading out to fish, also please read the instructions so as not to void any warranty that may be in place from the manufacturer!

We have seen lots of “human error” cases such as people removing washers from reels or screwing components together incorrectly, please take care if you are unfamiliar with a product as we may not be able to help you without an extra charge if you break something… 

Breaking an item yourself is different to an item arriving broken or faulty. 

We will always do our best to help but please remember we can only do so much if things are out of our control. Looking after your items, unpacking them carefully and inspecting them thoroughly once you have them is super important to avoiding any problems in the first place.

Please remember never to cut any packaging with a knife or scissors. 

We can get most things serviced, fixed or even replaced if they go wrong due to manufacturing related breaks and faults, even months down the line in some cases.... ( and should the worse happen and you break something then we can get it fixed or replaced at an additional charge as fast as possible).

Any issue can always be resolved amicably - we reserve the right not to speak to aggressive or vexatious customers , please remain calm we will do our best to help you and you can call for an update at any time on 01772 379320 (option 2)

Please note that should we have a stock issue at the time of packing your order we will notify you, attempt to swap any affected item AND still send you the item you need at a later date as soon as we have it, this does not happen often, if it does we will note it on your packing slip. On rare occasions an item may have to be sent to follow, again this is our problem and we will ensure you get your follow up item fast.

You can only return items to us in their original, unused condition within fourteen days of purchase if they are broken or faulty. 

If items are broken or faulty (and you have not used them) we can offer a replacement (in store or by courier), a credit note or a refund.

Please note we can only offer a refund if items are broken or faulty. 

NOT If you have broken it while out fishing with it i.e. snapped the rod in the car door.

If you are mail order customer and an item is broken or faulty (before you have used it) we will need the item to be returned to us. 

Please open a help and support ticket by pressing help on any of our web pages (bottom right) you can do this for anything support related / questions etc, we are here to help!

NOTE We may not respond as fast on Sundays but during the week you will usually get a response quickly, and on the same day. 

Restocking Of Unwanted Items.

If you decide you no longer want an item we will only be able to restock it if it is unused or unopened. We will also deduct the cost of shipping (if it was free) and a restocking fee of 5% or £20 whichever is greater. 

We will also require back any free items you had as a bonus in your order.

Frozen Bait, DVD, Digital Products fall outside of the scope of this policy. 

There are a few restrictions on when we will refund and when we will pay postage etc and each case is different, please open a ticket so we can help you. (press help, bottom right)

Examples:

Our Fault: Item arrives damaged by the courier

We will swap it or refund / credit - we pay all postage for you to return the item

Customer Related: Customer changes mind or can find it cheaper after ordering / cancels

Credit note will be issues for the shop + restocking fee if item has been ordered specifically for you - you pay return postage

Our Fault: Items missing from order

We will send additional items or offer a refund / credit for the missing items (once you decide credit or refund we cannot undo the process)

Customer Related: Drops new reel in the water and it stops working

We will offer manufacturer support - you pay postage and service / additional charges

Our Fault: Waders are split at the seams on arrival and inspection

We will swap / replace / refund / credit - we pay postage 

Customer Related: Orders wrong size of waders 

We will swap or credit - you pay postage 

Please remember we will work with you to get things fixed, some issues may take longer than others, please also note that this policy may not apply to prizes.

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Should you decide you simply do not want an item (or order), for example if your partner found out that you bought more fishing tackle and made you take it all back (it happens), or if you have ordered products from us and then decide to cancel your order for your own personal reasons for example if you lose your job and can no longer afford your items then a credit note will be issued for the shop and online site.

If you cancel an order because you have since found an item cheaper online we will issue a credit note for the shop or the online site. 

If we have ordered goods on your behalf (once you have made a confirmed order) and you decide to cancel (once the order to our supplier has been made) then a 17% restocking fee may be deducted from your credit note value - this is to prevent us being stuck with items we are unlikely to sell immediately... Example, you order a bait boat, pay a deposit and then decide you don't want it... 

Please note we cannot cancel or refund / credit orders for custom rods, conversions, freezer bait, live bait or any other perishable goods that may have been ordered on your behalf i.e. 20kg of freezer bait… (Unless items are damaged / faulty as described) 

We do not offer money back refunds unless items are broken /  faulty (as described above) or if we have missed them from your order and you prefer not to wait for them to be sent (as described above) 

We only EVER refund payments on a like for like basis which means we cannot refund a cash payment to a credit card or a credit card payment in cash, this is for security and fraud prevention. Similarly gift vouchers will not be paid out in cash. 

We can only refund card payments to the card that made the order again for fraud prevention purposes and banking reasons. 

All of our products are sold as is, we do not always inspect sealed items before we send them out, should you open a product to find it is faulty or needs to be replaced please open a support ticket by pressing help on any of our website pages as described above.

Please include full details, a copy of your receipt and pictures of the damage.

Should damage of an item be related to how the item has been packed / delivered i.e. the courier has broken your item, we may need to make a claim with the courier, we will however seek to replace your item or offer a credit as soon as possible in line with the above policy. Again, please open a help / support ticket if you need help. 

If an item has been posted and lost by the courier we will replace / refund / credit and make a claim with the courier - should the item arrive after this time you may be asked to return or pay for it at a later date.

Vouchers / Tickets have no cash value and cannot be exchanged. 

We do not offer ANY refund or credit on ANY Carp Global Event - if you book an event and are unable to attend you will have to offer to sell your space to another member privately - we will not enter into debate about this.

Digital products are also excluded from our refund policy. 

We cannot refund any prize draw or raffle type payments.

Please remember we are here to help, we can make mistakes and we will always put them right, you must follow our process, please do not open paypal or other disputes if you have not contacted us first, simply open a support ticket by pressing help on any of our web pages, we will respond usually within a few hours. 

You can also call 01772 379320 (option 2) 

Please note that should you return an item you must also return any free items, bonus, raffle tickets, prizes associated with that order and you may be refused any associated prize claim should you win something after returning / refunding items. 

We take photographs of and weigh every order, CCTV is installed in the packing area to help mitigate mistakes and prevent false claims arising, for more information please give us a call or open a help / support ticket

Fake claims are taken seriously and will be reported as fraud, various measures are in place to prevent any abuse of this process. 

 Klarna Related issues should be put to Klarna via your app