CustomDUO

www.customduo.co.uk

CustomDUO Shop

Terms and Conditions

About Us

CustomDUO retrofit LED and cave light products, and also Little Monkey Caving lamps are designed, manufactured and sold by us. We are based in Cheddar in the Mendip Hills, a significant UK caving region. Customduo / Little Monkey is dedicated to your total satisfaction. If you have any suggestions or comments please email us using the details on the Contact Us page. Check website regularly for any updated product related information.

Websites

The websites www.customduo.co.uk (home of our benchmark retrofit modules for Petzl Duos, mining lamps, and some other LED related stuff) and www.littlemonkeycaving.co.uk (home of our own ground up built high end lamps) are operated by Customduo. We endeavour to keep these sites up to date, and hopefully compatible with the various web browsers. Your use of any information on this website is at your own risk. It is your own responsibility to ensure that any information, goods or services available are suitable for your needs.

Privacy Statement

We do not sell, rent or loan any information that we collect to anyone else. We have no intention of annoying potential customers and we are highly unlikely to ever get organised enough to send out / bother you with periodic promotional emails etc.

Payment

Making a purchase could not be easier. Just browse our web stores, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and complete the order. Please note that the full amount is taken on all orders and pre-orders at time of purchase.

Our shopping basket is provided by PayPal. You will need to check their website to ensure that you agree with their privacy policy, terms, conditions etc. This can be used equally by customers with a PayPal account or those who wish to pay by card. There is no need to have a PayPal account to use this service. Because we use the PayPal basket, we only get to see your money, not your financial details. If you are shopping from outside the UK, Paypal will convert the transaction to your local currency. Invoice for transaction is provided by Paypal.

We are also happy to take payment by UK cheque or by direct bank transfer (free postage & packing on orders > £100). You will need to contact us if you wish to place an order and make payment by this route. International bank transfers are facilitated by Transferwise (normal postage rates apply).

If a pricing error is found in an order, we reserve the right to either cancel the order or to contact you to arrange payment/return of over / under payment. We reserve the right to cancel any order (obviously returning any payments) prior to its shipment. By purchasing items from this site, whether by telephone, mail order or online, you are agreeing to the terms and conditions set out. We are not a VAT registered company.

Refunds issued for items purchased in error or otherwise will be subject to a deduction to cover Paypal fees. This is necessary because Paypal do not refund their charges to us, when we make a refund to customer.

Delivery

Our aim is to despatch all orders within 2-3 working days, and we generally aim for next day. We are, however, a small team with limited stock levels, so at times of high demand this may rise to 5 working days. We will let you know if your order will take longer than this. Items on ‘back order’ are indicated on websites, as are items that are ‘out of stock’. For ‘out of stock’ items, the PayPal ‘add to cart’ button will generally have been disabled until we have availability. All items are suitably packaged and posted using the appropriate Royal Mail service. Please also check the Contact Us web page for holiday information, as we can't send out orders when we are closed.

As a small business we invariably contact our customers personally to inform you when your order has or will be posted shortly. Once despatched, delivery time frames are, sadly, beyond our control. Most international deliveries are fairly swift. However, we have experienced occassional orders that have taken longer than the time frames outlined on the delivery page. These have invariably been to locations that are slightly paranoid about global security, or just located in the back end of beyond. Please don’t bend our ear about this.

If your item for whatever reason arrives damaged, which rarely happens, please contact us immediately and we will arrange an exchange.

For current delivery charges and available options, and other terms, please see delivery information page.

UK Orders

UK orders (Customduo) are sent using a Royal Mail Signed for delivery service (unless otherwise stated, or of very low value). Standard postage costs are automatically calculated by the PayPal cart. We will replace any non delivered UK orders.

We are provided with tracking details by Royal Mail for all UK signed for deliveries. We do not generally provide these to the customer. However, we can should a significant delay occur in your delivery. For signed delivery the Royal Mail will confirm whether delivered has occurred.

International Orders

International orders (i.e. outside of the UK) are welcome and we will post these at no additional charge (postage at per standard UK rates), unless stated. Simply add the item(s) you require to the Paypal cart and pay the same charges as for UK deliveries.

International deliveries sent by Royal Mail Standard International Service, and are not tracked or signed for. We obtain proof of postage for all such international deliveries, and can provide this information in the event of a dispute. Standard International Delivery is at your own risk and compensation is not available.

For increased delivery security we offer optional International Tracked / Signature delivery options.

For all International Signature services, if you package is not delivered we will replace the item. We will not however accept responsibility for internal delivery within large organisations / corporations / institutions etc. We would therefore advise that you are readily available to sign for delivery at address provided, and that the delivery address is suitable for this purpose. For International Signature delivery the Royal Mail will confirm whether delivery has occurred.

Returns

We believe that you will be delighted with your product, but there may be occasions when you may need to return an item. We aim to keep the process as simple as possible. Our terms comply fully with the UK's Distance Selling Regulations and do not affect your statutory rights.

If you need to send something back for an exchange, repair or refund because its 'our fault' i.e. the product is faulty, not as described or damaged, we will ask you to return it via the postal service and reimburse reasonable costs at our discretion. Faulty products will be repaired, or refunded at our discretion. We will repair or replace products damaged in the post, or inadvertently damaged during fitting (at our discretion), free of charge. If you want to return a product for any other reason i.e. it's not what you wanted, we are happy to accept unused products back for an exchange or refund at your expense within 14 days of receipt. Refund is subject to a repackaging charge of 10% (minimum £5). We recommend you use a secure delivery method which requires a signature upon receipt and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us. If you return a product to us that is not in an 'as new' condition we reserve the right to return the product to you. Custom made to order products are excluded from our returns policy. These items cannot be returned for a refund, but can be returned for repair including defects in manufacture or materials. If you need to return a Customduo or Little Monkey product, please contact us and we will provide necessary documentation / information.

Warranty

Customduo and Little Monkey branded products carry a standard 1 year warranty against defects in material and manufacture. If your product or accessories fails to operate to specification during the Warranty period we will arrange for your product to be repaired or at our discretion replaced. This warranty is subject to reasonable wear and tear (in our opinion) and correct use and maintenance of the product as applicable. We will not provide warranty repair / replacement if the problem, in our opinion, resulted use outside the product specification, modifications or alterations, incorrect connection, operation or fitting where applicable, external damage due to accident, impact/ abrasion, poor storage, poor maintenance, use of non approved parts, wear and tear parts. We will always endeavour to keep any costs due to damage to an absolute minimum. You will be liable for the cost of return of goods to you for any non warranty issues.

Customduo

Customduo modules and other products have a standard 1 year warranty against defects in materials and manufacture. Customduo modules are designed to retrofit into existing products that were never intended to accommodate LED technology are, as a consequence, have been a calculated balance of effective performance and longevity. This said, Customduo products have evolved significantly with advances in technology, and typically provide a very high level of protection against damage. If you have a warranty issue with your Customduo product we will repair, or at our discretion replace it. If your module or product is damaged or out of warranty then we will repair it at minimal cost, where feasible. We will advice you in advance of any costs. No warranty is offered on bargain basement products. On occasion, we may offer new products from other manufacturers, that are complimentary to our product range. A good example might be a Petzl Duo lamp. We cannot provide warranty on such items, and we may refer you to the manufacturer. We are not liable to any damage to other equipments which are products are used in conjunction with. LED specification may vary from that stated on web site, generally because of ongoing product improvement.

Little Monkey caving lamps

Little Monkey caving lamps have a standard 1 year warranty against defects in materials and manufacture. Little Monkey caving lamps are designed with the intention that they survive the best they possibly can in a hostile environment, i.e. caves. As a consequence, they get battered and we appreciate that it is entirely feasible to break things occasionally.

Battery packs are sensitive and subject to damage from misuse, impact, temperature and most significantly water. Although in reality fairly robust, as a consequence of this battery packs are only covered by the standard warranty if defects in materials or manufacture can be demonstrated to our satisfaction. The warranty does not extend to wear and tear components where applicable. This includes the front window, lamp bolts, plugs and connectors, cable leads, switch boot including switch if boot is not correctly maintained (older lamps), o-rings. It also excludes damage to cable glands and threaded holes. While designed to be as waterproof as possible, damage due to water ingression as a consequence of lack of maintenance or misuse is not covered. We will always endeavour to keep the cost implications of any non warranty repair as low as possible, and get you going again as swiftly as possible.

Using li-ion batteries requires a level of care, and is not without risk. Do not use Little Monkey / Customduo products if not able to accept this risk. Take special care to ensure that the lamp cable, battery box leads and battery leads are not damaged, especially when fitting batteries into battery box etc. Never use damaged batteries or battery box / holder with damaged leads. Failure to do so could present a serious safety risk and damage to batteries. Battery box /battery holder cabling is designed to be readily maintainable, and should be replaced if defective. Battery chargers will get warm in operaton. Use with appropriate care, and charge batteries in a fire safe environment and under supervision..

Important - Battery polarity (marked on battery holders) must be strictly observed. Failure to do so could potentially cause short circuit and damage to batteries / risk of fire etc.

To help get all this backside covering into perspective, Customduo modules / products, and Little Monkey Caving lamps continue to sell not only because our products offer market leading performance, reliability and robustness, but because we are passionate about caving and consequently look after our customers.

Our rights

We reserve the right to:

Modify or withdraw temporarily or permanently, this Website (or any part of it). Change the Terms and Conditions from time to time, and your continued use of the Website following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed. To modify prices, descriptions or any other information of our products or other published data. To refuse any order, in which case any cleared funds would be returned.

Disclaimer

Caving is not without risks. We would not presume to tell you how to kit up and use your equipment. What we will say is that lights can fail and that we take no responsibility for any consequence of this. How you interpret any guidance that we give on the use of our products and how you use our equipment is entirely down to you. Any accident, injury, liability, cost to yourself, or that you may cause to anyone else, or to any property is not our responsibility. This applies to both caving or any other function for which you choose to use and place reliance upon our products. In any event, our liability will not exceed the original purchase price of the product. Li-ion cells and mains chargers are not manufactured by us. Li-ion cells and chargers are sensitive and can be damaged. We take no responsibility for injury to persons or damage to property from cells or chargers. These items should be used under supervision, stored safely, appropriately maintained and correctly disposed of if damaged. Please note that, as many of our products retrofit to, or are used in conjunctions with products produced by other manufacturers, our liability does not include damage to any product, or damage caused by any product, that you use in conjunction with one of our products.

If you are not entirely comfortable with this position, then please do not purchase any of our products. Finally, we would like to briefly apologise for the fact that sadly we live in a world where it is necessary for us to cover our arse. You purchase and use any of our products at your own liability.

The Courts of England and Wales shall have exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with this Website and its use and these terms and conditions.