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Terms and Conditions

About Us
Phoenix Walking Stick Company are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:
Phoenix Walking Stick Company
Unit 6A-6C, Nailsworth Mills Ind. Estate Avening Road Nailsworth Gloucestershire GL6 0BS United Kingdom
Phone: 01453 835816
Fax: 01453 835819
Email: john [at] sticks [dot] org
VAT 366271051
Making A Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payment. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

We accept Visa, Mastercard and Maestro. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, snail mail or over the Internet.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

We have a 100% no quibble returns policy. If you don't like the stick for whatever reason let us know within 28 days, send the stick back and we will refund you in full.

By using this website and ordering goods from it you are indicating your consent to these terms and conditions. This does not affect your statutory rights as a consumer. This website is owned and operated by Phoenix Walking Stick Co Ltd, Unit 6 Nailsworth Mills Estate, Nailsworth, Glos GL6 0BS.

Using and Buying from the Website
By using this website you agree to accept the laws of England and Wales as governing the relationship between Phoenix and you and that the relationship is subject to the exclusive jurisdiction of the English courts.
Your order is an offer to buy from Phoenix. Phoenix reserves the right not to accept an order at its sole discretion.
You will be notified automatically by email when your order has been received by Phoenix
Payment for the goods which you order must be made by one of the following credit or debit cards: Access/Mastercard, Visa or Switch. If your payment is rejected by the card issuer your order will not be dispatched. Payment is made at your own risk.
The prices and availability of the goods displayed on this website are subject to change without notice. The title to goods will only pass upon delivery to you if you have paid for the goods in full.
You may cancel your order by notifying Phoenix :

by post to the address above, marked for the attention of the Customer Liaison Department, or
by fax to fax number 01453 835819 marked for the attention of the Customer Liaison Department, or
by e-mail to john@sticks.org
by telephone 01453 835816

You must then return the goods to Phoenix at your expense. Note that if you fail to take reasonable care of the goods Phoenix reserves the right not to accept their return and your payment will not be refunded. Phoenix will refund the full purchase price and our carriage charge as soon as possible and within 30 days of the receipt of your notice of cancellation. As the goods are your responsibility until they reach us, we cannot be held responsible for goods lost or damaged in transit and we therefore recommend that you pack them carefully and obtain a proof of dispatch.


Shipping And Handling
For UK orders shipping and handling are £3.50 for short items and £5.50 for long items. Sticks are usually sent out within 24 hours. Folding and telescopic sticks are sent by first class post and all other sticks are sent by courier and can take 3-5 working days. If you want to guarantee prompt delivery we charge from £5.95 for Special Delivery post or from £7.95 for longer items.

Overseas orders are sent by Air Mail at a cost of £6.50 for folding sticks and sticks below 32" in length. The cost of sending longer sticks by courier varies considerably and has little logic about it.

We charge:

£25 for delivery to Ireland
£35 for delivery to the USA
£55 for delivery to the rest of Europe
£65 for delivery to the rest of the World

These charges only apply to sticks over 32" ( 81cm) long
Delivery Schedule
We deliver your order right away. We will normally send your order to you on the day we receive it . International orders are generally received in under 5-10 days.
Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges
For orders made from the UK or the European Union, 17.5% VAT is added. If you have a disability of some kind you may be able to receive the stick VAT free. All other orders are VAT free.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Guarantee
If you are not happy with your product in any way send it back within 28 days for a refund. All produsts are guaranteed for 2 years.
Reaching Us
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01453 835816 (International +44 01453 835816) or fax us on 01453 835819 or write to us at Unit 6A-6C, Nailsworth Mills Ind. Estate Avening Road Nailsworth Gloucestershire GL6 0BS United Kingdom
Privacy Policy
Phoenix Walking Stick Company do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
Returns Policy
We have a 100% no quibble returns policy. If you don't like the stick for whatever reason let us know within 28 days, send the stick back and we will refund you in full.
You must then return the goods to Phoenix at your expense but we will refund your costs if the stick arrived damaged or was not what you ordered.
Note that if you fail to take reasonable care of the goods Phoenix reserves the right not to accept their return and your payment will not be refunded. Phoenix will refund the full purchase price as soon as possible and within 5 days of the receipt of your notice of cancellation. As the goods are your responsibility until they reach us, we cannot be held responsible for goods lost or damaged in transit and we therefore recommend that you pack them carefully and obtain a proof of dispatch.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

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Looking for something in particular? Call our team in Nailsworth on +44 (0) 1453 835816 or email us here.
© 2014 - 2017 Phoenix Walking Stick Company Limited