Fence-Aid Ltd Terms & Conditions of Sale
We are Fence-Aid Ltd. We are online sellers of our unique, simple fence post repair system called Post Buddy. Fence-Aid Ltd. is located in Sheffield, England. Our U.S. orders are processed from within the USA by Rakuten Super Logistics and shipped from their hubs located in California and Illinois.
Before you decide to purchase from us, we would like you to be aware of our terms & conditions of sale (also referred to as Ts & Cs) . Please be sure to read this page thoroughly, as it contains important information about your rights.
Full Terms & Conditions of Sale
These Terms & Conditions apply to all purchases made by you, the customer, from us, Fence-Aid Ltd.
We are committed to total customer care. Should you need to contact us, please send an email to [email protected] and we will do our best to get back to you within 24 hours (excluding weekends and holidays).
A business day is defined as 7 am to 3 pm Monday to Friday (except federal holidays). All times are local to the fulfillment center from where orders were dispatched.
Once we have received a “cleared” payment, order processing times are as follows (holidays excepted):
Orders received before 3 pm will be dispatched the next business day Orders received after 3 pm are considered the next business day. For example, an order received after 3 pm on a Tuesday will be processed on the Wednesday and dispatched on the Thursday. Weekend orders, defined as any orders received after 3 pm on Friday, will be dispatched by end of day Monday.
If a holiday falls on a Monday, weekend orders will ship by end of day Tuesday and Monday orders will ship by end of day Wednesday. If a holiday falls on a Thursday, orders received after 3 pm on Wednesday will ship by Monday. If a holiday falls on a Friday, orders received after 3pm on Thursday will ship by Monday, while Sunday and Monday orders will ship by Tuesday.
Delivery takes between 2 – 4 business days. Products which are dispatched by our nominated carrier may require a valid signature as proof of delivery and is subject to their terms & conditions of trading.
On occasion, we will not be able to guarantee a delivery date. However, we will make every effort to ensure that goods are delivered within a reasonable time of being ordered.
We deliver everywhere within the contiguous United States of America. (We do not deliver to Alaska and Hawaii)
All orders are accepted subject to stock availability. In the unlikely event that your order cannot be fulfilled within the stated time, we will contact you to inform you of this. If the goods ordered are out of stock, we will contact you within 5 days from the day of your order. We will propose a new delivery date. If you do not wish to wait for goods to become available, we will refund any monies due within 7 days of receiving your instructions.
Our product is stored and dispatched from Anaheim CA and Chicago IL by Rakuten Super Logistics (RSL). According to California and Illinois State Law, you must pay sales tax on orders, where the shipping address is located in those States. The tax will automatically be added to your order total at the checkout stage.
Ways to Pay
We accept payment by Mastercard and Visa credit or debit cards, Discover cards and PayPal. We do not currently accept AMEX.
Fence-Aid Ltd customers must be 18 years of age or over. You will be asked to provide your personal details. It is your responsibility to ensure that the details provided by you for the purpose of ordering products from us are correct and that you have the necessary credit limits and authority to use the credit or debit card you present to us. We have a ceiling limit on the order value that can be accepted when ordering through our website. For security purposes we are not able to advise what this is.
If you experience any problems when placing an order online, then contact us at [email protected] . We will endeavor to respond within 24 hours (excluding weekends).
Your Right to Cancel
You can cancel from the time you place your order up to the time the shipping process starts. Any orders cancelled before dispatch, will not be shipped.
An order can no longer be cancelled, once the shipping process has started. In that case, our return policy will apply (please see ‘Returns’ section below).
To inform us you you wish to cancel, please contact us by email to [email protected]. Your email must include your full name and order reference #.
You have 30 days after you received the goods to inform us, you wish to return your order. You must email us at [email protected] to tell us you want to return the goods, giving your full name and order reference # and stating the reason for the return. We will email you to authorize the return and provide instructions. You then have a further 14 days after receipt of the return authorization email, in which to post the goods back to us.
Items must be returned to us at your own cost.
Returned goods must be unused and in their original packaging. Please ensure goods are packaged securely and are well protected to avoid damage in transit. You must include a note stating your full name, address, and order reference number. This will speed up the refund process.
DO NOT use the product, then try to return it. Returned goods are checked thoroughly. Items not returned in their original condition will not be refunded. In these circumstances, should you want the returned goods to be sent back to you, you will incur additional shipping, packing, and handling fees.
We advise that you send your return by trackable delivery. Refunds may be declined where there is no proof of receipt at our warehouse.
Once the return has been received, checked, and processed, we will issue a refund for the product within the next 14 days.
A restocking fee is applicable, when a return is processed at the receiving warehouse of our fulfillment company. The restocking fee is 15% of the product cost and will be deducted from the final refund amount.
Please be aware that return postage costs must be met by you, the consumer.
In the unlikely event that there is a fault with the product, you must notify us by email to [email protected] within 30 days of receipt of the goods, clearly stating details of the fault. As we cannot examine the goods in person, we will require you to provide a photograph, clearly showing fault.
Goods found to be faulty will be refunded or exchanged (but not both).
As with most DIY products, the effectiveness of Post Buddy relies on correct installation. We cannot accept responsibility for our product not providing a good fix, where the installation instructions have not been followed correctly.
Statutory Rights and Liability
Anything we say above in relation to returns does not apply where there is proof that the goods do not meet a standard required by law. Therefore, if there is proof the goods are are not as described, faulty or were lost/damaged in transit on their way to you, we will send you a replacement or refund you the amount you paid for the goods.
This does not affect your statutory rights as a consumer, nor is it intended to limit our liability to you for fraudulent misrepresentation or for death or personal injury resulting from our negligence.
Safety Advice & Disclaimer
For your own safety we recommend that you read carefully the instructions and advice provided either on the website or on any leaflets that may be included with the product. Installation of Post Buddy should be carried out by a competent person or persons. Fence-Aid Ltd cannot be held responsible for any injuries or damage caused due to incorrect or irresponsible use of Post Buddy and/or associated installation tools.
IMPORTANT NOTE: check there are no services within the vicinity of the installation (such as, but not limited to, underground gas, water and waste pipes and electric cables) before beginning the repair. Work should not be carried out within the vicinity of these services.
Every effort has been made to ensure that the information supplied is correct at the time of going to press. Errors & omissions excepted.
When you purchase products from us, you will be asked to agree to our terms & conditions by ticking the checkbox at the bottom of the checkout page of this website. By ticking this checkbox, you confirm that you have read and agree to these terms & conditions. Fence-Aid Ltd has the right to revise these Ts & Cs, including prices, at any time. We also have the right to decline service to any individual customer.
If you have any questions regarding these terms & conditions, please contact us by email at [email protected]