Terms & Conditions

1. Who we are

1.1 arbortec.com is operated by Flexion Global Ltd, a company registered in England and Wales under company number 08878912, trading as Arbortec ("we", "us", "our", the "Seller").

1.2 Our registered office is Flexion Global Ltd (t/a Arbortec Forestwear). Our trading address is Turbine Way, Swaffham, PE37 7HT, United Kingdom.

1.3 Our VAT registration number is 990 9065 83.

1.4 You can contact us by email at support@arbortec.com or by telephone on +44 (0)1553 768346.

1.5 If we need to contact you, we will do so by telephone or by writing to the email address or postal address you gave us in your order.

2. These terms

2.1 These terms apply to every order you place with us through arbortec.com, and to orders placed with us by telephone or email.

2.2 Other documents form part of your contract with us and should be read alongside these terms: our Shipping Policy, our Warranty and Returns Information, our Cancellations Policy and our Privacy Policy. Where these terms and one of those documents conflict, these terms take priority.

2.3 We may change these terms from time to time, for example to reflect changes in law, in our products or in how we operate. The terms that apply to your order are the ones published on our site at the time you place it.

3. Are you a consumer or a business customer?

3.1 Some parts of these terms apply only if you are a consumer, meaning you are buying wholly or mainly for personal use rather than for use in your trade, business, craft or profession.

3.2 If you are buying for the purposes of your business, section 15 (Business customers) applies to you instead of sections 11 and 12, and your statutory cancellation rights as a consumer do not apply.

3.3 If you are a trade customer, our dedicated trade site at arbortectrade.com may offer terms better suited to your business.

4. Placing an order

4.1 You may place an order with or without creating an account. If you create an account, you are responsible for keeping your login details secure and for all activity that takes place under your account.

4.2 By placing an order you confirm that you are at least 18 years old and legally able to enter into a binding contract.

4.3 Our website will guide you through the steps needed to place an order and will give you an opportunity to check and correct any errors before you confirm it. Please check your order carefully before submitting it.

4.4 After you place an order you will receive an email acknowledging that we have received it. This is not acceptance of your order.

4.5 Your order is an offer to buy from us. A contract between us is formed only when we send you an email confirming that your order has been dispatched (the "Dispatch Confirmation").

4.6 The contract covers only the products confirmed in that Dispatch Confirmation. If your order is dispatched in more than one delivery, a separate contract is formed for each part when we confirm its dispatch.

4.7 If we are unable to accept your order, we will tell you and will not charge you. This may happen because a product is out of stock, because we have identified a pricing or description error, because we cannot meet a delivery deadline you have specified, or because we are unable to deliver to your address.

4.8 Some products are offered as pre-order or backorder items. Where you order such an item, any estimated lead time shown is guidance only and may vary depending on supply. We will contact you if a lead time changes significantly, and you may cancel at that point if the new timescale does not suit you.

4.9 Where your order contains both in-stock and pre-order items, we may dispatch them separately. A separate contract is formed for each dispatch, as described in clause 4.6.

5. Our products

5.1 The images and descriptions of our products on our site are for illustration only. Although we display colours accurately, we cannot guarantee that the colours shown on your device reflect the products exactly.

5.2 Product sizing is described on our size guides. Where fit is critical, please check the relevant guide before ordering.

5.3 We may make minor changes to products to reflect changes in relevant standards, materials or manufacturing, provided those changes do not materially affect your use of the product.

5.4 Packaging may vary from that shown on our site.

6. Safe use of protective equipment

6.1 Many of our products are personal protective equipment intended for use in forestry, arboriculture and related work.

6.2 Protective clothing reduces the risk of injury. It does not eliminate it, and no protective garment can guarantee that injury will not occur.

6.3 You must use our products in accordance with the manufacturer's instructions and labelling supplied with them, and in accordance with any legal or workplace requirements that apply to your activity.

6.4 You should inspect protective equipment before each use, and stop using and replace any item that is damaged, worn, altered, or that has been subjected to an impact or cut.

6.5 Protective equipment that has been repaired or modified by anyone other than us or an authorised repairer may no longer perform as intended.

6.6 Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded.

7. Price and VAT

7.1 The price of a product is the price shown on our site at the time you place your order, except in the case of an obvious error.

7.2 Prices displayed on our site exclude VAT.

7.3 Any VAT, sales tax, duty or similar charge that applies to your order is calculated at checkout once your delivery address is known. Delivery charges are added at the same point.

7.4 The full amount payable, including all taxes, duties collected by us and delivery charges, is shown to you at checkout before you complete your order. You will not be charged more than that amount.

7.5 Prices may change at any time, but a change will not affect an order for which we have already sent you a Dispatch Confirmation.

7.6 We sell a large number of products and it is possible that some may be incorrectly priced despite our efforts. We check prices as part of our dispatch process. If the correct price is lower than the price shown, we will charge the lower amount. If the correct price is higher, we will contact you for instructions before dispatching, or reject the order and tell you.

7.7 We are not obliged to supply a product at an incorrect lower price if the pricing error was obvious and could reasonably have been recognised by you as a mistake.

8. Payment

8.1 You may pay using any of the payment methods offered at checkout, which currently include debit and credit cards, Shop Pay, Apple Pay and Google Pay.

8.2 We take payment when you place your order. If we then cannot dispatch your order, we will refund you within two working days. This does not apply where goods are out of stock or on special order and a lead time applies, in which case we will tell you the expected timescale.

8.3 We will refund you using the same payment method you used to pay, unless we agree otherwise with you.

9. Delivery

9.1 We deliver worldwide. Our current delivery charges, free delivery thresholds and estimated delivery times are set out in our Shipping Policy.

9.2 Delivery times given on our site or in our Shipping Policy are estimates and are not guaranteed unless we have expressly agreed a guaranteed delivery date with you in writing.

9.3 If no delivery date is specified, we will deliver your order within 30 days of the Dispatch Confirmation unless exceptional circumstances apply.

9.4 We cannot deliver to PO Boxes. Please give a residential or commercial address when you order.

9.5 If nobody is available to take delivery, the carrier will leave a note explaining how to rearrange delivery or collect the goods.

9.6 If you do not rearrange delivery or collect the goods after a failed delivery, and we are unable to contact you, we may end the contract and clause 17.2 will apply.

9.7 If our delivery of your order is delayed by an event outside our control, we will tell you as soon as possible and take steps to minimise the delay. See section 16.

10. International orders, duties and import charges

10.1 How taxes and duties are handled depends on where your order is delivered. Full details are in our Shipping Policy. The following is a summary.

• United Kingdom: no customs charges apply. VAT at the applicable UK rate is added at checkout.
• European Union and Ireland: orders are dispatched from our warehouse in Portugal, so no import duties or customs clearance apply. VAT is charged at your local rate and added at checkout.
• Non-EU European countries: your order may be subject to import taxes and duties on arrival, depending on the rules of the destination country.
• United States: duties, import fees and applicable taxes are calculated and included in your order total at checkout. In most cases no further charges are due on delivery.
• Canada: orders are dispatched from our warehouse in Portugal and enter duty free under CETA. GST, HST or PST still applies depending on your province and is collected on delivery, not at checkout.
• Rest of the world: import taxes, customs duties and fees are your responsibility and are not collected at checkout. The carrier may contact you before delivery to settle any outstanding charges.

10.2 Where charges are payable on delivery and you do not pay them, the goods may be returned to us or destroyed by the carrier. Any costs we incur as a result, and any charges we cannot recover, may be deducted from your refund.

10.3 You are responsible for making sure that the products you order may lawfully be imported into the destination country.

11. Your right to cancel (consumers)

11.1 If you are a consumer, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

11.2 You may cancel at any time from the moment you place your order until 14 calendar days after the day on which you, or someone you nominate, receives the goods. Where your order is delivered in several instalments, the 14 days run from the day you receive the last instalment.

11.3 To cancel, tell us clearly before the 14 days expire. Email support@arbortec.com or telephone +44 (0)1553 768346, giving your order number and the full name used at checkout. You do not have to give a reason, and you may use the model cancellation form but you do not have to. We recommend emailing so that you have a record of the date you cancelled.

11.4 If you cancel, we will refund the price you paid for the goods together with the standard cost of delivering them to you. If you chose a more expensive delivery option than our standard service, we will refund the standard cost only.

11.5 You must return the goods to us within 14 days of telling us you wish to cancel. You are responsible for the cost of returning them, except where we have offered free returns for your region.

11.6 We will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them, whichever is earlier.

11.7 You must take reasonable care of the goods while they are in your possession. You may handle them as you would in a shop, but if their value is reduced because you handled them more than was necessary, we may deduct that reduction from your refund.

11.8 Your right to cancel does not apply to goods that are made to your specification or clearly personalised, or to sealed goods that are not suitable for return on health or hygiene grounds where the seal has been broken after delivery.

11.9 Nothing in this section affects your rights in relation to faulty or misdescribed goods, which are set out in section 13.

11.10 Where you have ordered a pre-order or backorder item, you may cancel at any time before it is dispatched and we will refund you in full. Your statutory right to cancel in clause 11.2 applies in addition, and the 14 days run from the day the item is delivered to you rather than the day you ordered it.

12. Returns and exchanges

12.1 In addition to your legal cancellation right in section 11, we voluntarily accept returns for 30 days from delivery.

12.2 To qualify under this voluntary policy, items must be unused, unworn, in a resaleable condition and returned in their original packaging with all tags attached.

12.3 Free return shipping is available on orders delivered within the United Kingdom and the European Union. Customers elsewhere are responsible for return shipping costs.

12.4 Where you return goods under this voluntary 30-day policy rather than under your legal right to cancel, we will refund the price of the goods but not the original delivery charge.

12.5 Once we have approved a return, refunds are usually processed within 3 to 5 working days. The time taken for funds to reach your account depends on your payment provider.

12.6 Import duties and local or state taxes paid on an international order are generally not recoverable from us. Where you have paid such charges, you may be able to reclaim them from the relevant authority in your country.

12.7 Full details are on our Warranty and Returns Information page.

13. Faulty or misdescribed goods

13.1 If you are a consumer, we are under a legal duty to supply goods that are as described, fit for purpose and of satisfactory quality. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015.

13.2 In summary, and without affecting your other rights, the Consumer Rights Act 2015 gives you the right to reject goods and receive a full refund if they are faulty and you do so within 30 days of receipt. After that, you are generally entitled to a repair or replacement, and to some money back if the repair or replacement fails.

13.3 If you think a product is faulty, please contact us at support@arbortec.com before returning it so we can advise on the quickest way to resolve it.

13.4 We will examine a returned product and tell you our decision within 14 working days of receiving it. If we agree the product is faulty, we will repair it, replace it or refund you.

13.5 Where a product is faulty, we will also refund the cost of delivering it to you and the reasonable cost you incurred in returning it.

14. Warranty

14.1 In addition to your legal rights, we offer a warranty against manufacturing defects for the following periods from the date of delivery:

14.2 The warranty covers manufacturing defects in stitching, zips, metalwork and soles.

14.3 The warranty does not cover normal wear and tear, damage caused by misuse, accident or neglect, damage caused by failure to follow care instructions, or products that have been repaired or altered by anyone other than us or an authorised repairer.

14.4 To make a warranty claim, contact support@arbortec.com with your order number and photographs of the defect.

14.5 This warranty is in addition to, and does not affect, your legal rights as a consumer.

15. Business customers

15.1 This section applies where you buy from us for the purposes of your trade, business, craft or profession.

15.2 Sections 11 (Your right to cancel) and 13 (Faulty or misdescribed goods) do not apply to you, as those rights are given to consumers by law.

15.3 We warrant that on delivery the products will conform in all material respects with their description and will be free from material defects in materials and workmanship for the warranty periods set out in section 14.

15.4 All other warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted by law.

15.5 Our total liability to you for any loss or damage arising under or in connection with a contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the price paid for the products concerned.

15.6 We are not liable to you for any loss of profit, loss of business, loss of contracts, loss of anticipated savings, loss of goodwill, loss of data, or any indirect or consequential loss.

15.7 Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited.

15.8 These terms constitute the entire agreement between us in relation to your order and supersede any prior agreement or understanding.

16. Events outside our control

16.1 We are not liable for any failure or delay in performing our obligations that is caused by an event outside our reasonable control.

16.2 Such events include strikes and other industrial action, civil unrest, terrorist attack, war, fire, flood, storm, earthquake, epidemic, failure of public or private transport or telecommunications networks, and the acts or restrictions of any government or public authority.

16.3 Where such an event occurs, our obligations are suspended for the duration of the event and we will have an extension of time to perform them. We will contact you to let you know and will take reasonable steps to minimise the effect of the delay.

16.4 If the delay is substantial, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

17. Our right to end the contract

17.1 We may end the contract at any time by writing to you if you do not, within a reasonable time of us asking, make a payment due to us or provide information we need to supply the products.

17.2 If we end the contract in these circumstances, we will refund any money you have paid in advance for products we have not supplied, but we may deduct or charge you reasonable compensation for the net costs we incur as a result.

18. Your personal data

18.1 We use your personal data only as set out in our Privacy Policy, which explains what we collect, how we use it and the rights you have.

19. Complaints

19.1 If something has gone wrong, please contact us at support@arbortec.com in the first instance. We aim to resolve complaints quickly and fairly.

19.2 If you are a consumer and we cannot resolve your complaint between us, you may be able to refer the matter to an alternative dispute resolution provider.

19.3 Referring a complaint to alternative dispute resolution does not affect your right to take court proceedings.

20. Other important terms

20.1 We may transfer our rights and obligations under a contract to another organisation. We will tell you in writing if this happens and will make sure the transfer does not affect your rights under the contract.

20.2 You may only transfer your rights or obligations under a contract to another person if we agree in writing.

20.3 A contract is between you and us. No other person has any right to enforce any of its terms.

20.4 Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs remain in full force and effect.

20.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking the contract, that will not mean that you do not have to do those things or prevent us taking steps against you later.

20.6 Any notice you give us must be sent to Arbortec at the address in clause 1.2 or by email to support@arbortec.com. We may give notice to you at the email or postal address you provided when placing your order. A notice is treated as received 24 hours after an email is sent, or three days after a letter is posted.

21. Governing law and jurisdiction

21.1 These terms and any contract formed under them are governed by English law.

21.2 If you are a consumer, you and we both agree that the courts of England and Wales will have jurisdiction, except that if you live in Scotland you may bring proceedings in Scotland, and if you live in Northern Ireland you may bring proceedings in Northern Ireland.

21.3 If you are a business customer, the courts of England and Wales have exclusive jurisdiction over any dispute or claim arising out of or in connection with these terms or any contract formed under them.