HEADLAND MARINE SERVICES

SHIPPING & DELIVERY POLICY

1. GENERAL INFORMATION

All orders placed through the Shop on www.headlandmarine.co.uk, or via telephone and email, are subject to product availability and the terms outlined below. In the event of a stock delay or supply chain disruption, our local team will contact you directly to arrange an alternative or a full refund.

PART A: ONLINE SHOP & PRODUCT DISPATCH

This section applies strictly to physical products, marine gear, eco-friendly valeting consumables, and hardware purchased through our online storefront.

2. DELIVERY METHODS & TRANSIT TIMES

• Standard Delivery: We utilize tracked courier services (e.g., Royal Mail, DPD, DHL) for all UK mainland addresses. Standard transit times are typically 3 to 5 working days from the date of dispatch.
• Express Delivery: Next-day or 48-hour express shipping options are available at checkout for urgent marine hardware or maintenance parts, subject to orders being placed before our daily cut-off time (14:00 GMT).
• Order Tracking: Once your package has been processed and leaves our hub, a tracking link will be automatically generated and emailed to you via a digital notification.

3. SHIPPING CHARGES

• Calculated at Checkout: Shipping costs are dynamic and calculated at the point of checkout based on the total weight, dimensions, and destination of your order.
• Free Standard Delivery Tier: We offer free standard courier delivery to all mainland UK addresses on product orders exceeding £150 (excluding VAT).

4. GEOGRAPHICAL LIMITATIONS & RESTRICTIONS

• International Shipping: While we primarily support boat owners along the North Wales coast and across the UK, we can facilitate international shipping worldwide to select territories. International orders may be subject to longer transit windows, custom carrier rates, and local import duties.
• Hazardous Materials: Certain marine chemical products—such as specialized anti-foul paints, toxic solvents, GRP compounding agents, and lithium batteries—are legally classified as hazardous goods. These items are subject to strict carriage regulations and cannot be shipped internationally or via standard airfreight. They will be restricted to domestic UK road courier transport only.

HEADLAND MARINE SERVICES

RETURNS & REFUNDS POLICY

1. OVERVIEW

We want you to be entirely satisfied with your purchase from Headland Marine Services. If you are not completely happy with an online product purchase, or if a scheduled service plan needs adjustment, this policy outlines your rights to a return, exchange, or refund in accordance with the UK Consumer Rights Act.

PART A: ONLINE SHOP & PHYSICAL PRODUCTS

This section applies strictly to physical goods, marine hardware, consumables, and clothing purchased through our online storefront.

2. 14-DAY RETURN WINDOW

• Right to Cancel: You have 14 days from the date you receive your physical goods to notify us that you wish to return an item for a full refund or exchange.
• Condition of Items: To be eligible for a return, your item must be unused, in the same pristine condition that you received it, and in its original, undamaged retail packaging.

3. EXEMPTIONS & NON-RETURNABLE ITEMS

For safety, environmental, and hygiene reasons, the following items cannot be returned unless they arrive faulty or damaged:

• Opened Marine Chemicals: Any anti-foul paint, resins, GRP compounding liquids, UV waxes, or eco-friendly cleaners where the manufacturer’s security seal has been broken.
• Cut-to-Length Goods: Custom-ordered lengths of marine rope, rigging lines, shore-power cabling, or flexible piping cut specifically to your vessel's dimensions.
• Special Orders: Non-stock items or bespoke hardware ordered specifically from a manufacturer at the Client's request.

4. HOW TO RETURN AN ITEM

1. Notify Us: Contact our team via the contact form at www.headlandmarine.co.uk to request a Return Merchandise Authorization (RMA) number.
2. Package Securely: Pack the item carefully to avoid damage in transit. Clearly mark the package with your order number and RMA.
3. Shipping Costs: The Client is responsible for paying the return shipping costs, unless the item delivered was faulty, damaged, or incorrect. We highly recommend using a tracked, insured shipping service, as Headland Marine Services cannot be held responsible for return items lost in transit.
4. Hazardous Goods Return: If you are returning a product classified as hazardous (e.g., specific solvent-based paints), you must use a courier certified to carry dangerous goods. Regular post boxes cannot be used.

PART B: SERVICES & MAINTENANCE PLANS

This section applies strictly to tailored maintenance packages, valeting, skippering, and yard logistics.

5. CANCELLATION OF SCHEDULED SERVICES

• One-Off Bookings: If you have booked a flexible scheduling slot for a valet, compound polish, or anode change, you may cancel or reschedule free of charge up to 48 hours before the scheduled start time. Cancellations made within 48 hours may be subject to a cancellation fee equivalent to 2 hours of standard yard labor to cover lost scheduling availability.
• Subscription & Tailored Maintenance Plans: Recurring monthly packages are subject to a 30-day written cancellation notice period. Refunds will not be issued for mid-month cancellations if the scheduled visual or storm checks for that billing cycle have already commenced.

6. SATISFACTION GUARANTEE & SERVICE REMEDIES

• Digital Verification: Because we use a transparent digital reporting system, our team will provide a Post-Work PDF Report containing clear, high-resolution photographic evidence of all completed works.
• Remedial Action: In the unlikely event that you are unsatisfied with the quality of a cosmetic or maintenance application, you must report the issue to us within 7 days of receiving your PDF report. If the application falls short of our commercial standards, our local technicians will return to the vessel to rectify the specific issue at no additional cost to you. Refunds are not issued for completed manual labor or applied coatings once they have been approved and signed off.

7. REFUND PROCESSING TIMES

Once your return item is received and inspected by our team, we will send you an email notification confirming receipt. If your return is approved, your refund will be processed immediately. The funds will automatically be applied to your original credit card or method of payment, typically appearing within 3 to 5 working days depending on your banking provider.