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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
8 Isbourne Way Winchcombe Cheltenham Gloucestershire GL54 5NS United Kingdom
Phone: 01453 835816
Fax: 01453 835819
Email: john [at] sticks [dot] org
VAT 435499714000
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 outside the UK, place your order as normal and the transaction will be converted to your currency.
We accept Visa, Mastercard and Maestro. Payment can be taken over the phone and will still be protected. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

A confirmation email will be sent to you to confirm we have received your order. A contract is not formed between us (the seller) and you (the buyer) until the order has been completed.
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. However any stick requested to be cut below 36" will be deemed to be a bespoke item, and therefore non-returnable. Bespoke made sticks are also non-returnable.

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 Linden Leisure LTD, Unit 8 Isbourne Way, Winchcombe, Cheltenham, Glos, GL54 5NS.

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 £3.95 for short items and £5.95 for long items. Sticks are usually sent out within 24 hours if in stock. All sticks are sent by either Hermes signed for carrier, or DX 24 secure. If you want to guarantee prompt delivery we charge from £12.95 for Special Delivery post or from £30 for longer items.

Overseas orders are sent by Air Mail at a cost of £9.99 for folding sticks and sticks below 32" in length. The cost of sending longer sticks by courier varies considerably and can be estimated before ordering to specific areas if you contact us prior to ordering.

We charge:

£25 for delivery to Ireland
£30 for delivery to Isle of Man
£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 as soon as possible when in stock. Orders placed before 2pm are processed the same day. International orders are generally received in 5-10 days. Orders will not be processed or despatched on Saturdays, Sundays or Public Holidays.
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, 20% VAT is added. If you have a disability of some kind you may be able to receive the stick VAT free, please see the tab on the menu bar for more details. 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 products 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 8 Isbourne Way Winchcombe Cheltenham Gloucestershire GL54 5NS United Kingdom
Privacy Policy
Linden Leisure Ltd, is committed to protecting and respecting your privacy.
This Policy explains when and why we collect personal information about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

Who are we?
Linden Leisure Ltd, incorporating Phoenix Walking Sticks Co, manufactures and sells seatsticks, walking sticks, and aids. The registered address is Linden Leisure Ltd, Unit 8 Isbourne Way, Winchcombe, Cheltenham, Glos, GL54 5NS.

How do we collect information from you?
We collect information about you when you register with us or place an order for products or services. Website usage information is collected using cookies. (see below about cookies)

What type of information is collected from you?
The personal information we collect may include your name, address, email address and telephone number. We do not collect or retain your credit or debit card information, it is collected by our third party payment processors, who specialise in the secure online capture and processing of card transactions, as explained below.
If a product is ordered for a gift, which you want us to send directly to the recipient, we will also collect their name, address and telephone number for delivery purposes only.

How is your information used?
We may use your information to:
- process orders that you have submitted;
- manage your account
- to carry out our obligations arising from any contracts entered into by you and us;
seek your views or comments on the services we provide;
- notify you of changes to our services;
- and if you agree to email and/or post about our products.
If you have provided us with someone else's details when placing an order, we use this information only to ship the product and to confirm delivery.
We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations. We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

Who has access to your information?
We will not sell, re-use, rent, disclose or loan your information to third parties.
We will not share your information with third parties for marketing purposes.

Third Party Service Providers working on our behalf: We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf. However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.

Your choices
We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent. You can change your marketing preferences at any time by contacting us by email, post or telephone.

How you can access and update your information
The accuracy of your information is important to us. You have the right to ask for a copy of the information we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the address as detailed below. We may make a small charge for this to cover our costs
If you change email address, or any of the other information we hold is inaccurate or out of date and wish to change or remove information, please email, write to us or phone.

Security precautions in place to protect the loss, misuse or alteration of your information
When you give us personal information, we take steps to ensure that it's treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with the following software 128 Bit encryption on SSL. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.
Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Use of Cookies
Like many other websites, the Linden Leisure website uses cookies. A Cookie is a small text file which asks permission to be placed on your computer to collect standard internet log information and visitor behaviour information. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This information is used to track visitor use of the website and to compile statistical reports on website activity. Overall cookies help us to provide you with a better website and service, by enabling us to monitor which pages you find useful and which you do not.
A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
For further information visit: - aboutcookies.org or allaboutcookies.org. 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.

Links to other websites
Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.
In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.

Review of this Policy
We keep this Policy under regular review and we will place any updates on this web page.
By using our website, you are agreeing to be bound by this Policy.
This Privacy Policy was last updated in May 2018

Any questions regarding this Policy and our privacy practices should be sent by email to sales@lindenlesiure.com or by writing to Linden Leisure Ltd, Unit 8 Isbourne Way, Winchcombe, Cheltenham, Glos, GL54 5NS. Alternatively, you can telephone 01242 604545.
Returns Policy
Bespoke made sticks are non-returnable.
Any stick requested to be cut below 36" will be deemed to be a bespoke item, and therefore non-returnable.

All sale items are non-returnable. All clearance and sale items are brand new but may have some minor imperfections from storage. The buyer acknowledges and accepts this on purchase.

On all other items 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 14 days of the receipt of your notice of cancellation, or as soon as we receive the goods back.
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/tracking number.

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 Winchcombe on +44 (0) 1453 835816 or email us here.
© 2016 - 2018 Phoenix Walking Stick Company