Refund policy

We want you to be happy with anything you buy from Tides & Tribe.

We carefully choose the products we sell and want our customers to feel confident ordering from us. If something isn't right with your order, please get in touch and we'll do our best to help.

This policy explains how cancellations, returns and refunds work when buying from Tides & Tribe. Nothing in this policy affects your statutory consumer rights.

If you've purchased an eligible product online and change your mind, you normally have 14 days from the day you receive your order to tell us that you wish to cancel.

You don't need to give us a reason, although any feedback is always appreciated.

Please contact us before sending anything back so that we can provide the correct return instructions.

Email: TidesandTribe@Gmail.com

Telephone:  07386 581 874

After telling us that you wish to cancel, you must return the goods to us within **14 days**.

Please take reasonable care of products while they are in your possession.

You're welcome to inspect a product as you reasonably would in a shop, but returned products should not have been used beyond what is necessary to establish their nature, characteristics and functionality.

Where handling has reduced the value of a product beyond what would reasonably be necessary to inspect it, we may be entitled to make an appropriate deduction from the refund.

Where possible, please return products with their original packaging, instructions, accessories and other items supplied with them.

If you're returning an eligible product simply because you've changed your mind, you are responsible for the cost of returning it to us, unless we agree otherwise.

We strongly recommend using an appropriate postal service and obtaining proof of postage, as the returned goods remain your responsibility until they reach us.

Please contact us before returning anything so we can give you the appropriate return instructions.

If a product is faulty, damaged, incorrect or not as described, please contact us before returning it. Where we're responsible for the problem and a return is required, we'll arrange or cover reasonable return costs as appropriate.

We check and pack orders carefully, but if something isn't right, please contact us as soon as possible.

This includes if:

* you've received the wrong product;

* a product arrives damaged;

* an item is faulty; or

* the product is not as described.

Please include your order details and a description of the problem. Photographs can also be helpful, particularly where an item or parcel has arrived damaged.

We'll discuss the problem with you and explain the appropriate next step, which may include a refund, repair or replacement depending on the circumstances and your statutory rights.

Please don't return a faulty or damaged product without contacting us first, as we may be able to resolve the problem more quickly another way.

There are certain products where the normal right to cancel an online order may not apply.

These can include:

**Perishable products**

Products that are liable to deteriorate or expire rapidly, which may include certain bait or other perishable fishing products.

Personalised or custom-made products

Products made to your specifications or clearly personalised for you.

Sealed hygiene or health-protection products

Products supplied sealed for health protection or hygiene reasons may not be returnable once the seal has been broken after delivery.

These exclusions do not remove your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

Once an eligible returned product has been received, or you've provided appropriate evidence that you've returned it where applicable, we'll process any refund due without undue delay and within the timescales required by law.

Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed.

Where you cancel an entire eligible online order under your statutory cancellation rights, we'll also refund the cost of our standard delivery where required by law.

If you chose a more expensive delivery option than our least expensive standard delivery service, we're not required to refund the additional delivery cost.

If you've ordered from us for local delivery in Whitstable or Herne Bay, or arranged collection directly with us, please contact us if you need to discuss a return.

We'll let you know the simplest way to deal with it.

The legal rights applying to a particular purchase can depend on how and where the contract was made, so we'll always deal with returns in accordance with your applicable statutory rights.

If you need to cancel an order before we've dispatched it, please contact us as quickly as possible.

If we haven't yet dispatched or committed to supplying the goods, we'll do our best to stop the order and arrange the appropriate refund.

For personalised, custom-made or perishable products, please contact us immediately. Your cancellation rights may be different depending on the product and whether work or supply has already begun.

Please contact us before sending any return

This means we can confirm the correct return arrangements and make sure your return is dealt with as quickly as possible.

When contacting us, please provide:

* your name;

* your order number;

* the product you wish to return; and

* the reason for the return, particularly if something is faulty, damaged or incorrect.

We'll then provide the appropriate return instructions.

If you're unsure about a return, please just get in touch.

We're a family-run fishing business and we'd much rather have a conversation and help sort out a problem than leave a customer wondering what to do.

Tides & Tribe

Email: TidesandTribe@Gmail.com

Telephone: 07386 581 874

Nothing in this Refunds & Returns Policy affects your statutory rights.