If you have placed your order on-line, you will be sent an e-mail confirmation, that is automatically generated, of your order details. Receipt of an automatic confirmation does not however mean that we will necessarily be able to meet your order. For security reasons we log your IP address.

Availability

If your item is not in stock, it will be placed on ‘back order’. You will be emailed with this information and have the option to cancel your order if do not wish to wait. We may, at our own discretion, limit or cancel quantities purchased if your order cannot be fulfilled due to stock shortages, product difficulties, supplier problems or other reasons. Again, you will be notified should such a change be necessary. We do reserve the right to limit quantities of any items sold, including the right to limit or prohibit sales to any customer at our discretion and without explanation.

Payment

All prices are in £Sterling (British pounds) and include VAT where chargeable in the United Kingdom. Carriage is an additional charge and is payable on all orders. Where a charge is shown on an on-line order this is a guide only and may be subject to change. If the cost of shipping an order exceeds that shown, you will be notified of the difference payable. For carriage charges outside UK mainland please contact us. All prices shown remain valid only for as long as they remain on the website. We accept credit and debit card payment by Mastercard, Visa and Maestro. If you prefer, you may submit your order by telephone or mail. Orders placed by telephone or mail may be paid for by Mastercard, Visa or Maestro or cheque. Cheques should be crossed and made payable to Polar Bears Ltd. If you are shopping from overseas, when you place your order your credit card company will convert the transaction to your own currency.

Export Taxation and Charges

Orders shipped to destinations outside the EU may be subject to local sales taxes or import duties. These are not included in our prices and customers remain liable for payment of these taxes or duties on or following delivery.

Credit Card Security

If you pay online by credit or debit card your card details are automatically encrypted for your security. We know of no documented cases of credit card fraud using our shopping system over the internet. If you have any difficulty with this service please telephone us for clarification or assistance.

Delivery

One accessories and spares we will try to dispatch your order within 7 days. Undersuits and Drysuits from stock within 7 – 10 days and for non-stock items you will be advised when your order has been accepted. If there are delays we will notify you and revise the estimated delivery time. If after 30 days we have still been unable to dispatch your order we will contact you to request re-confirmation of the order. Polar Bears Limited shall not be liable for any loss or damage due to delays or failure to ship resulting from any cause beyond its reasonable control, such as but not limited to securing necessary export licences, compliance with laws or regulations, acts of God, acts or omissions of the purchaser, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, labour disputes, delays in transportation, embargoes, or wars.

Standard delivery to the Scottish Highlands (Postcodes: FK17-99, G83, IV1-28, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50) and Scottish Islands (Postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3) is £13.50 for small parcels under 5 kilos and £25.00 for under 10 kilos on a 2-day service. Similar costs are applicable to the Isles of Scily, Isle of Wight, Isle of Man and the Channel Islands.

Deliveries are made by courier or with certain products within the UK by First Class Post. Individual quotes are obtainable for offshore islands and overseas. Deliveries via our carrier are usually made on Mondays to Fridays before 3.00pm. Please make sure that all addresses you provide are accurate and include postcode and recipient's telephone number where possible. Polar Bears Limited cannot accept responsibility for late or non-delivery if recipient address and telephone details are insufficient or incorrect. Where incorrect or incomplete delivery information is supplied and goods are returned to us we reserve the right to charge a courier return fee. Please ensure that someone will be at the recipient's address on the expected delivery date as all parcels must be signed for. In the event of no one being available to sign, the courier will attempt delivery the next working day. The purchaser may incur a redelivery charge to deliver the goods thereafter. Proof of Delivery of one or more of the items ordered shall be good evidence of delivery of all the items requested by the customer.

Shortfalls, damaged goods, non-delivery

Any shortfall or receipt of damaged goods of which you become aware must be notified to Polar Bears Limited within three days of receipt of goods. Claims for non-delivery must be made within7 days of dispatch of goods.

Returns

If for any reason you are unhappy with the goods you have purchased you may cancel your order according to the procedure set out below and return the goods intact within 7 working days from receipt. You will receive a refund within 30 days of cancellation. It is your responsibility to take care of any goods before returning them and the delivered items and any packaging must be returned in a condition where they can be resold. We will not however accept cancellation or return of goods made to a customer's personal specifications and/or measurements. Before you return goods you must first contact us for a returns number: we will not accept liability unless this procedure has been followed. If goods are defective, damaged or not as specified on your order, postage costs will be refunded. In the event that we ask you to accept substitute goods for those ordered but found to be unavailable and you then choose to return those goods your postage costs will be refunded. In all other cases you are responsible for the cost of returning goods. For your security you should use Recorded Delivery. It is your responsibility to ensure goods are adequately packed. You should enclose a covering letter with the goods detailing your full name and address, returns number, reason for return and indication of whether you require an exchange or refund.

If you cancel your order but fail to return the goods we reserve the right to recover goods sent and deduct the cost of this from any refund.

Complaints

If you have any reason for complaint, please notify us as soon as possible by mail, fax, telephone or email. We would normally expect to acknowledge and deal with a complaint within 10 working days and endeavour that all issues are handled fairly, confidentially and effectively.