RAB® – TERMS AND CONDITIONS
All use of our website and any orders placed via our website will be subject to these terms and conditions.
Please read these terms carefully before you use our website and particularly before placing any order as they explain your and our legal rights and also contain important information about our contract with you and how your order will be dealt with.
1. ABOUT US
1.1 We are Rab®, a brand that’s distributed by Equip Norway AS.
1.2 Our company Org nr is 912199886 and our VAT number is 912 199 886.
1.3 Our registered office address is Equip Norway AS, Frydenbergveien 46B, 0575 OSLO. For more information on making returns, see our returns page and for information about how to contact us, see our help centre
1.4 We sell products both directly through our website and also through retailers. These terms and conditions only apply if you purchase through a product or service though our website. If you have purchased from a retailer, please contact the retailer for more information.
2. ABOUT YOU
2.1 Please make sure that the details that you provide to us about yourself are complete and accurate.
2.2 We sell our products to customers in many different countries around the world. Please make sure you choose the correct version of our website using the flags at the bottom of the page.
2.3 Unless you tell us otherwise, we will assume that you are purchasing the products or services for your own use. If you are purchasing on behalf of someone else, please be aware that our agreement will still be with you and you will be responsible for complying with the obligations set out in these terms and conditions, including payment obligations.
2.4 We sell products for personal use only. Unless we have agreed otherwise we do not make any promise that our products will be suitable for any use in connection with your business or trade and we recommend that they are not used for those purposes.
2.5 If we need to contact you about your order, we will usually do this by email, using the email address you have provided to us. We may also contact you by phone or by post, again using the details you have provided to us.
2.6 Before you place your order, please make sure that all of your details are correct. If any of your details change after you place your order you should let us know straight away so that we can continue to get in touch with you if we need to.
3. USING OUR WEBSITE
3.1 You must use our website only for lawful purposes and in a way which does not infringe anyone else’s rights or restrict or inhibit their use and enjoyment of the website.
3.2 Whilst we will do our best to keep our website available at all times and running smoothly, we cannot guarantee that it will be available at all times or function in a way that is error-free.
3.3 You must not make commercial use of or publish any content displayed on our website without our prior authorisation.
3.4 Our own content may be copied for personal use only on the condition that copyright and source indications are also copied, no modifications are made and the content is copied in full.
3.5 Some content has been published on our website with the permission of third party copyright owners. All rights in this content are reserved and permission to copy it must be requested from the relevant copyright owners (the sources are indicated alongside the content).
3.6 Our website may contain links to other websites. Please be aware that we are not responsible for third party websites and can take no responsibility for their content or availability or how they might use your personal data. Please review the terms and privacy notices on any third party website that you visit.
4. PLACING AN ORDER
4.1 All orders must be placed via our website. You can place an order by adding the product(s) or service(s) that you want to order to your bag, proceeding to the checkout and then following the on-screen process.
4.2 Before placing an order, please read the description carefully to ensure that you understand all the key features of the product or service and that it meets your requirements. If you have any questions, let us know.
4.3 Once you place an order, you will receive an automated email confirming receipt of your order. If you do not receive this within 24 hours of placing your order please check your spam filter. If you are still unable to locate the email please contact us to check that we have received your order.
4.4 Provided that we are able to accept your order (see paragraph 11.2 for more information about circumstances in which we cannot accept an order) we will dispatch the product(s) you ordered (or a postage bag, if you are using the service centre) as described in paragraph 8 and will send you an email to confirm this. Our email confirming dispatch constitutes acceptance of your order and will form a legally binding contract between us and you for the sale of the product(s) or service(s), governed by these terms.
5. OUR PRODUCTS
5.1 We may display images of our products on the website. However, the way that these images will display on your screen will depend on the display settings of your device and therefore colours and other aspects of the products may look slightly different in real life to the way they look on-screen.
5.2 Any product packaging shown is for illustration purposes only and the packaging of the product you receive may be different. We will remove and recycle unnecessary plastic packaging from some items in your order as part of our ongoing commitment to reduce the amount of single use plastics used within our supply chain.
5.3 Any warranty or guarantee provided with a product is in addition to and not in place of your rights under these terms and your other legal rights. See paragraph 13.2 for more information.
6. SERVICE CENTRE
6.1 Once you’ve purchased your product, we hope you’ll want to carry on using them for a long time. To make sure you get the most out of our product for as long as possible, we may offer various services through our service centre.
6.2 Service centre availability may vary depending on the country you live in. Please check the relevant website for your country for more information.
6.3 The product should be returned to us in the postage bag we provide. Once the product is returned to us, we will undertake the work as soon as we reasonably can, and we will do our best to meet any estimated timescales quoted on our website. However, please be aware that timescales will depend on demand on our service at the time you send your product and may be affected by events outside our control.
6.4 Whilst we’ll do our best, we can’t guarantee all stains will be completely removed. Re-lofting insulation and restoration of waterproof ability cannot be guaranteed either. Heavily soiled items and gear that has not been cared for or stored correctly is unlikely to recover performance.
6.5 If we cannot provide the service you have requested for any reason (for example you have ordered a wash service but the item is damaged or you have ordered a repair but the item is damaged beyond repair) we will contact you to discuss your options further.
7. PRICE & PAYMENT
7.1 The price of our products is shown on the website, and the total price that you will pay will be shown during the order process.
7.2 We take all reasonable care to ensure that the price of the products and services indicated to you is correct. If we identify an error before we accept your order then we may decline to accept your order as described in paragraph 11.2, in which case you will be entitled to submit a further order at the correct price.
7.3 We accept payment by various methods, as indicated at the bottom of each page of our website. We will take payment at the point of order. If we are unable to take payment for any reason we will contact you and ask you to make payment by an alternative method. We will not be able to dispatch the products until cleared payment is received.
8.1 We will deliver your product(s) (or the postage bag for your product, if you are ordering a service) to the delivery address that you have provided.
8.2 The delivery costs (if any) that you will have to pay will be shown during the order process. By placing an order, you are agreeing to pay any delivery costs in addition to the price of the product(s) or service(s).
8.3 If you are ordering from outside the UK, please be aware that customs fees, import duties, local sales taxes or similar may be levied on any products you order and on any returns you make. You will be responsible for any amounts of this nature.
8.4 If we are able to accept your order, we will dispatch the products or postage bag promptly following receipt of your order. The time period for delivery will be displayed during the order process.
8.5 You must ensure that someone is at home on the delivery date to accept delivery. Our carrier may leave the product or postage bag with anybody who is present at the address you have given us for delivery.
8.6 If you are aware that nobody is going to be at home you may be able to make alternative arrangements with our carrier, for example a safe place where the product or postage bag can be left or a neighbour who will accept delivery. In this case, our carrier’s delivery of the product or postage bag to the safe place or the neighbour’s address will complete our delivery obligations.
8.7 The product becomes your property and responsibility from the point at which it is delivered to your address (or to a safe place you have chosen for delivery or another person you have asked us to deliver it to instead of you).
8.8 If you order a service, the postage bag remains our property at all times and the product you return for the service will remain your property at all times.
8.9 If our carrier is unable to make delivery then, depending on the carrier used, the carrier may attempt re-delivery on one or more occasions, take the product or postage bag to a collection point or return the product or postage bag to us.
If you want to make any changes once you have placed your order but before your products have been dispatched (including cancelling your order or part of it) please let us know as soon as possible. We will try to make the change for you, but if the product is dispatched before we are able to make the change then you may need to return the product as described in our returns policy.
You will usually have a legal right to cancel a service you have ordered within 14 days of the date of your order. To cancel the service, please contact us through our help centre.
Under consumer law, we are generally required to wait 14 days before starting to provide a service to give you the opportunity to change your mind. However, we appreciate how important your product is to you and that most customers want us to provide the service as soon as possible. For this reason, if you send your product to us within 14 days of placing your order we will take this as a request from you to perform the service as soon as we can, and the service may therefore be performed before your 14 day cancellation period has expired.
If you notify us of your cancellation within 14 days of placing your order, we will give you a full refund of the amount that you paid for the service, except that:
· If you have already sent the product to us, we will charge you for the cost of sending it back to you.
· If we have started (but not finished) providing the service, we will charge you a proportionate amount to cover the part of the service already provided.
· If we have already finished providing the service by the time your cancellation request is received, unfortunately your right to cancel will have been lost and no refund will be due.
You may also cancel a service for a full refund if we fail to provide that service within a reasonable time period of the time period advertised on our website.
We hope that you will love the product you have purchased, but if you need to return it for any reason please see our returns policy for more information.
11. OUR RIGHTS TO REFUSE OR CANCEL YOUR ORDER
11.1 Although we will normally be able to do so, we cannot guarantee to accept all orders placed via the website. You will receive an email confirming your order, but please be aware that this is generated automatically and does not mean that we have been able to accept your order. You should only consider your order to have been accepted once you receive an email confirming that your products have been dispatched.
11.2 We may occasionally be unable to accept orders for various reasons, for example because there was an error in the advertised price or description, because there has been an issue with collecting payment or because we suspect fraud or misuse. If this is the case, we will let you know and, where possible, we will discuss other options with you, for example arranging payment through another means or the option of purchasing the product at the correct price.
11.3 We may also cancel your order after dispatch if we are unable to deliver the product or postage bag as described within paragraph 8.9. In this case we will give you a full refund within 14 days of the date on which we cancel your order.
12.1 We love to hear from you! Your reviews are really important to us - they help us know if we’re getting it right, help guide our design team, but most importantly help others know they're choosing the correct bit of gear. All we ask is that your review should:
· Be honest and represent your true experience of using the product or receiving the service.
· Focus only on the product or service in question.
· Use friendly language (derogatory or offensive reviews will not be published).
12.2 By submitting a review, you agree to us displaying your review on our website alongside your first name and the first initial of your surname.
12.3 Reading reviews written by other customers can be a great way of getting a better understanding of the product or service and other people’s experience of it. However, please be aware that reviews represent the opinions and beliefs of our customers and do not form part of the product or service description. If you have any specific questions about a product or service which are not covered in the description, please contact us through the help centre.
12.4 If you have a complaint about a product or service you have purchased – that is, a specific issue that you need us to deal with as opposed to general feedback on the product or service – please see paragraph 13.3 below as to how to raise your complaint with us. This will ensure to it comes to the attention of our customer services team and that we can deal with it promptly and effectively. As complaints generally relate to a specific issue affecting you, complaints will not usually be published in the reviews section, but once we’ve resolved your issue please do post your feedback about the product through the feedback process.
13. QUERIES, PROBLEMS OR COMPLAINTS
If you have any queries about the website, your order or our products or services, please visit our help centre.
13.2 Problems with your product
We have a legal responsibility to supply products and services that are in conformance with our contract with you. We also offer a warranty on our products which is in addition to your ordinary legal rights.
If you experience a problem with a product or service you purchase from us, you may be entitled to have that problem dealt with under your legal rights or our warranty. Please contact us through our help centre and we will discuss your options with you so that we can put things right.
We will check any products that are returned in accordance with your legal rights or a warranty claim to verify the information that you have provided and identify the problem. If we are unable to identify any problem with the product we reserve the right to refuse to accept the return and to return the product to you at your cost.
If your problem is not covered under your legal rights or our warranty, don’t worry. We can hopefully still help with any repairs that are necessary for a small charge – see paragraph 6 for more information.
Please see our repairs and warranty page for more information.
We hope that you will be satisfied with your product or service, but if you do have any problems or issues at all please contact our friendly customer services team through our help centre who will do their best to put things right.
13.4 Other legal remedies
We take our legal responsibilities very seriously and have prepared these terms and conditions in accordance with your legal rights. The options described above are intended to describe or be in addition to your normal legal remedies and nothing in these terms will override or exclude any of your legal rights.
13.5 Limits of our responsibility
We are not responsible to you for the following types of loss or damage:
· Loss or damage of a kind that we could not reasonably have foreseen.
· Loss or damage arising out of use of the product for commercial, business or re-sale purposes.
· Loss or damage which results from you misusing the product.
· Loss or damage arising from wear or tear or otherwise from damage to a product arising after the time when it was delivered (except where that damage is caused by a problem which was present at the time it was delivered).
However, nothing in this paragraph 13.5 or otherwise in these terms is intended to limit or exclude our liability for death or personal injury caused by negligence, for breach of your legal rights in relation to the products, for defective products under the Consumer Protection Act 1987 or otherwise where we are not permitted to limit or exclude our liability by law.
14. OTHER IMPORTANT TERMS
14.1 Any contract formed will be between you and us. No other person shall have any rights to enforce any of its terms.
14.2 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.3 We reserve the right to change these terms (and the terms of our policies, such as our returns policy and warranty) at any time by posting the updated terms online. Please therefore check these terms and our policies each time before using our website and before placing any order. Any change to our terms will not affect any order you have already placed, which will be subject to the terms which were in effect when you placed your order.
14.4 These terms are governed by English law and, except as provided in paragraph 14.5, you must bring legal proceedings in respect of any disputes arising out of or in connection with your order, including any problems with the products, in the English courts.
14.5 If you live in a different part of the United Kingdom you may choose to bring proceedings in either the English courts or the courts in the part of the United Kingdom in which you live.
If we need to bring legal proceedings for any reason, we may bring them either in the English courts or in the courts of the jurisdiction