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Customer Service


We work hard to make sure that the items you order are of the highest quality and are delivered promptly. However, if you should be unhappy with any product purchased from A1Surf Limited, please follow the simple procedure below. Your rights to return goods are protected under 'The Consumer Protection (Distance Selling) Regulations 2000' that can be found at www.hmso.gov.uk/si/si2000/20002334.htm

 

Returns Number

If you wish to return an item to us you must first obtain a Returns Number. You can do this by phoning us on 01342 719128 or emailing us at support@falconpark.co.uk with your reasons for wanting to do so.

We cannot accept any returned items without this prior authorisation. The returns number must be clearly marked on the outside of the package sent back to us. Returns will NOT be accepted without this number marked clearly on the outside of the package.

 

Your Right to Cancel

You have the right to cancel your purchase within 14 days of our shipping them to you, provided you complete the following steps:

  1. Obtain a Returns Number from us by calling 01342 719128 or emailing support@falconpark.co.uk

  2. Ship the goods back to us, at your cost.

  3. The goods must be in their original, undamaged packaging, with all tags and paperwork in place.

  4. We will not offer a refund on any item which has had its packaging damaged or can't be resold 'as new'.

  5. You are responsible for goods until they reach us. For your own protection, we recommend that you obtain proof of postage.

 

Faulty Goods

If the goods we sent to you are found to be faulty within 30 days of receiving them, please follow the following steps:

  1. Obtain a Returns Number from us by calling 01342 718128 or emailing support@falconpark.co.uk

  2. Ship the goods back to us; we will refund your postage costs.

  3. We will replace the goods, or refund your purchase, at our discretion.

 

Special Cases

  1. Unless faulty, DVD's will not be refunded if the manufacturers seal (cellophane wrapping) has been broken.

  2. All our DVD's are Region 2 compatible. If you are unable to play Region 2 DVD's, the goods are not deemed to be faulty. (Read the technical notes on Compatibility)

  3. Books, magazines or posters will not be refunded.

  4. Board Bags are manufactured specially to order. Unless they are faulty, they cannot be refunded.

  5. We are unable to replace items that have been used or worn in the sea.