Shipping Terms and Conditions
1. What these terms cover.
These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or that they require any changes, please contact us to discuss.
2 Information about us and how to contact us
Cool Performance Limited (company number 10989255) (we and us) is a company registered in England and Wales and our registered office is at New Farm Offices, Hartlake, Glastonbury, Somerset, United Kingdom, BA6 9AB. We operate the website www.coolperformance.com
To contact us e-mail firstname.lastname@example.org
If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. When we use the words "writing" or "written" in these terms, this includes emails.
3 Shipping and Returns
The vast majority of orders are dispatched within 1 UK working day from cleared funds, however large orders or items which require manual assembly may take slightly longer. We will inform you if this happens. All items in the web shop showing in stock are actually in stock.
4 International Shipping
Orders to destinations outside the United Kingdom are normally dispatched via UPS or it will be with a similar courier. Click the ‘Estimate Shipping’ button in the shopping cart to view the shipping option costs. Shipping cost depends on the total weight of the goods.
Typical Delivery times
Europe - UPS or Similar Courier: 1-3 Working Days
USA and Rest Of World: UPS or Similar Courier 1-5 Working Days
*For international orders please allow time to clear customs. (This can take up to 7 additional days. Total delivery time can be up to 10 days.
You are responsible for any VAT, tariff, duty, import taxes, handling fees, brokerage charges, customs clearance charges required by your country for importing consumer goods. There is no way for us, Cool Performance Ltd to predict your country’s customs/fee habits, we can only advise on past order fees.
Invoices and further information may be required by your local customs office or from our courier, If you decide not to pay the import costs required by your customs – we cannot issue any refunds on your order.
Our shipping system is automated, and we will not falsify customs forms. Documentation will accurately describe the contents and cost of your order. We will not mark orders as “gift”, “sample”, “educational” or show reduced value. Cool Performance Ltd make best efforts to follow rules, regulations and laws locally and worldwide.
Orders sent in the UK are dispatched via DPD Local. You can select your shipping option at the checkout page. Click the ‘Estimate Shipping’ button in the shopping cart to view the shipping cost options for your order.
UK Delivery Times
- Local Courier: 1-3 Working Day
If order has not been received within these times, please contact us. For international orders it sometimes happens that local post office in destination country holds goods without notifying either the customer or us. In this case, it may be necessary to contact your local post service of courier depot for more information.
All of our pro simulators are delivered via your chosen package with us. All shipping (outside the UK) is kerbside delivery, so please make sure you have someone to help you move the crates into your chosen location. We ship all our products with our specialist shipping provider who is on hand to help you with any questions you may have. Please contact us using your Cool Performance point of contact and they will help you.
*We cannot always guarantee delivery within the stated time frame due to the courier experiencing unexpected delays
Our website will automatically apply the correct VAT rules to your purchase during the checkout stages. VAT may apply to your order as it enters customs. Please be aware of this before placing your order.
Please inform us within 14 days from the date you received it if you wish to return the item. You will then have a further 14 days to return the goods once we have been informed. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. All return shipment costs are to be paid by the customer.
All exchanges can be started via email (email@example.com). Return and the new product cost for shipment are to be paid by the customer. To be eligible for an exchange, your item must be unused and in the same condition that you received it. If we do not have the item you want to exchange we will refund your order.
Once we receive your item, we will notify you that we have received your returned item. We will immediately notify you on the status of your refund. If your return is reasonable, we will initiate a refund. Refunds will be less shipping costs and subject to a 20% handling charge for customers outside the United Kingdom. For international refunds, we will issue the refund in GBP, so what you receive will vary subject to the exchange rate at the time.
If you discover a fault with your item, please contact us, and we will be happy to provide a replacement or repair. It will depend on the warranty and item you have what repair/replacement can be made. In certain circumstances, you will need to purchase a whole new item/product if it's unrepairable or not able to be repaired under any warranty the item has. For replacements, we will need the original item back for assessment before the replacement can be shipped. All shipping costs are to be paid by the customer to get it to us. If your item goes through a warranty claim, it can take up to 4 weeks for this process to be completed. Shipping outside the UK is to be paid for by the customer (when being returned to you and shipped to us). The UK includes free shipping on repairs/warranty.
Receiving an Incorrect Item
We do check each order prior to dispatch however mistakes do happen. If you receive an item you didn’t order we will ship the correct item to you immediately and we will come to an arrangement on how to retrieve the incorrect item.
You the customer will be responsible for paying your own shipping costs for returning your item. We also recommend the item is well packaged and insured as any damage caused by the courier or postal service you have used is not our responsibility and will be accessed on arrival. If your item is shipped back to us due to non-delivery or not accepting the package, you will be responsible for the return shipping cost, and we will contact you if you would like your product to be resent at your cost, or refunded as per our refund policy.
If you have any questions on how to return your item to us, please get in touch with us.
By purchasing a product with us, you agree to the above terms.
New Farm Offices