Point Master (UK) Ltd - Our terms & conditions of sale

Before you make a decision to purchase from us, we would like you to be aware of our terms & conditions. Please be sure to read this page thoroughly as it contains important information about your rights.

These terms and conditions apply to all purchases made by you; the customer, from us; Point Master (UK) Ltd.

Customer service
We are committed to total customer care and abide by the principles of the consumer protection regulations for distance selling. Should you need to contact us please send us an email, use the contact form on this website, call our customer services line, or write to us directly. We will endeavour to get back to you as soon as possible.

Contacting us
You can email us at support@pointmaster.com or you can use the "contact us" form on this website. If you wish to speak to us by telephone, please call +44 (0) 333 050 1812.

If you want to write to us, please send your letter to:

Point Master (UK) Ltd.
Oliver House,
Station Road,
Great Chesterford,
nr Saffron Walden
Essex, England UK
CB10 1NY

We aim to despatch our products on the same weekday (for orders placed before 4pm) or on the next working day, after having received a "cleared" payment. We do not ship orders on weekends. On occasion we will not be able to guarantee a delivery date; however, we will make every reasonable effort to ensure that goods are delivered within a reasonable timeframe of being ordered. Products that are despatched by our nominated carrier may require a valid signature as proof of delivery (POD), and are subject to their terms & conditions of trading. Please contact our customer services team via email if you require confirmation.

United Kingdom & Northern Ireland
We aim to deliver to your door within 2-3 working days. Please allow additional time (up to 5 days) for your goods to arrive. We deliver to all UK addresses with a postcode, including Northern Ireland. & the Channel Islands.

European Union
We aim to deliver to your door within 3-5 working days. Delivery times are governed by the carrier in the destination country, and for this reason, may be subject to delay. We deliver to all countries within the European Union.

We aim to deliver to your door within 5-7 working days. Delivery times are governed by the carrier in the destination country, and for this reason, may be subject to delays and/or customs clearance. We currently ship to The United States, Canada, Australia & New Zealand. Please contact our customer services team via email if you require confirmation.

International Security
Due to the ongoing international security challenges we face as a global community, additional checks and investigations on international parcel shipments, may increase delivery times to your destination country. Whilst we support the effort involved, we ask our customers to be prepared to allow additional time for goods to be delivered.

All orders are accepted subject to stock availability. When your entire order cannot be fulfilled within the stated timeframe, we will contact you to inform you of this. We may send part of the order and then send the remainder of your order as soon as the stock becomes available.

If the goods ordered are out of stock, we will contact you within 5 days from the day your order was placed. 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.

Value added tax (VAT)
(United Kingdom & Northern Ireland)
The prices quoted on our website, and in promotional materials, include VAT at the current rate of 20%.

Sales and Import Taxes
(European Union, USA, Canada, Australia & New Zealand)
The prices quoted on our website include UK Sales TAX (VAT) at the current rate of 20%. International orders shipped outside the United Kingdom are NOT subject to this charge. Therefore, this amount will be deducted from your order at checkout, and before payment is taken. International buyers should be aware that imported items may be subject to import duty, which will be paid at the rate determined by their country. Please check the tariffs & import values with the tax authority in your country. Point Master (uk) Ltd, will not be liable for the payment of these charges.

For VAT refunds (where applicable), please contact our customer services department on +44 (0) 333 050 1812. Alternatively, you can email us at support@pointmaster.com. We will contact you as soon as possible.


Paying for your order:

Point Master (UK) Ltd customers must be 18 years of age or over. You will be required to provide personal details in order to complete the order. It is your responsibility to ensure that the details you provide are correct and that you have the necessary credit limits and/or authority to use the credit or debit card.

Pay through our secure payment service over the internet (UK, EU & Worldwide)
Visit the online shop on our website pointmaster.com/pointmaster-online-shop.html. We accept: Visa & MasterCard debit or credit cards, Maestro, American Express and PayPal as payment methods. We do not accept other forms of digital payment. Payment is taken and processed in £ (Pound) Sterling.

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 our customer services team: support@pointmaster.com. We will contact you as soon as possible.

Payment by post is no longer supported.
Please note that we no longer accept payments by post. Please do not send a cheque or postal order as it will be returned.

NEVER send credit or debit card details by post.

Your right to cancel

We offer a 28-day money back guarantee when you purchase from us. You have a right to cancel your order at any time up to 28 days after the day of delivery. Goods returned must remain in perfect condition and returned complete with all original packaging. Please do not use the product then try to return it. Returned goods are checked thoroughly, soiled items will not be refunded or returned without the payment of additional postage, packing and handling fees. Please contact our customer services department at support@pointmaster.com should you change your mind or require further information.

Cancellation & returns
Provided the goods are returned in good condition and not used, we will issue a refund within 14 days of receipt of the returned item. Should you wish to return a product to us, send it to our returns department clearly marked:

Point Master (UK) Ltd.
Oliver House,
Station Road,
Great Chesterford,
nr Saffron Walden
CB10 1NY

Make sure that you include a letter stating the reasons for return when sending your parcel back to us. Should you need further advice please email us support@pointmaster.com. We will contact you as soon as possible.

If you are returning an item because there is a fault with the product, clearly state details of the fault. Goods found to be faulty will be refunded or exchanged (but not both).

Goods must be returned to us at your own cost.

If you are returning a product or products, please ensure they are returned safely in the original shipping and packaging materials.

Statutory rights
To obtain a refund, you must return the goods to us in the same condition as they arrived. So that there is no doubt, anything we say above in relation to returns, does not apply to any claim that the goods do not meet a standard required by law. Therefore if the goods are faulty or were damaged in transit, we will cover the postage costs to return a replacement item to you.

If you have notified us of a problem with the goods, we will either make good any shortage or non-delivery, replace or repair any goods that are damaged or defective upon delivery, or refund you with the amount 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
For your own safety we recommend that you read carefully all safety information printed either on the packaging, or in any leaflets that may be included with the product. Never attempt to repair any product yourself as this will invalidate your warranty.

Errors & omissions
Every effort has been made to ensure that the information supplied is correct at the time of going to press. Errors & omissions accepted.