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Terms and Conditions

Credit Card Security:

Credit card payments are handled by RBS World Pay and are transmitted using an encryted transmission. Credit card details are not held in clear text on any website.

Shipping and Handling:

Orders are shipped by the most suitable and cost effective courier.

Refund Policy:

You have a right to cancel your order and receive a refund by contacting us within 7 working days from placing your order. The right to cancel does not include made-to-measure products. Please email or telephone us within the 7 days, and include the order reference number, name and code of the product(s) you purchased, and the date your order was placed.

Upon cancellation you will be sent an email confirming the address to which goods are to be returned. Products must be returned at the customer's own expense and should be insured sufficiently during the return journey.

Products should be received in the same condition as they were originally delivered and will be inspected upon arrival. Refunded payments will be made after the order has been returned. Returned products that are damaged in any way and are not eligible for resale due to fault of the customer, will result in the buyer being liable for the cost of repairing any damage.

Delivery of items will require a signature upon arrival. The courier has the responsibility for the safe delivery of goods to the agreed delivery address. Please ensure you inspect the condition of the order on arrival for damages. It is your responsibility to do so. Any damages should be brought to the attention of the courier and the delivery not accepted. Once the package is accepted and signed for in good condition, the title and risk in the products shall pass on to you and they cease to be the property of The Pole Company. This will also mean that The Pole Company are not responsible for any damage in transit.

You should inspect the goods upon receipt and notify us by email within 7 working days from placing your order if any products are damaged or items are missing from your order. You will be deemed to have accepted your order if you have not made contact with us in 7 working days. If products are claimed to be defective or damaged we will contact you to arrange the return of goods. You will be entitled to a full refund (including delivery costs) if the goods are defective.

Made-to-measure items are delivered to customer's specification and cannot be returned under normal conditions. These products can only be returned under manufacturer defect. Please ensure that all measurements are accurate upon order. We cannot accept alterations, cancellations or liability for incorrect measurements or instructions.

Shipping charges are not refundable.

Your rights to return goods are protected under the EU Distance Selling Derivative which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Back Orders:

In the extremely rare occasion that your item is not in stock, we will back order for you. You will be contacted with the option of cancelling your order if you would rather not wait.

Tax Charges:

For all orders made from the United Kingdom and other countries inside the European Union, Value Added Tax at prevailing rate is included.

Returns Policy:

Your rights to return goods are protected under the EU Distance Selling Derivative which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Remittance Terms:

All products must be paid in full prior to despatch. The goods remain property of The Pole Company until paid in full.

Contacting Us:

If you need to contact us, our details are found below;
1 Saracen,
Street,
Bath,
BA1 5BR,
Tel: 01225 469559

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