Terms & Conditions
Please note: If you have ordered an age restricted product we will require age verification before shipment. If we can not verify your age via public means, we will contact you for additional information.
If you have requested arrow shafts to be cut, or you have ordered custom made arrows, by placing the order with us you are accepting the AMO method of measurement. (throat of nock to end of shaft). Orders for cut shafts or custom made arrows can not be cancelled and returns are not accepted. If in doubt, please call us before ordering and we will be happy to help.
Head Office Company Details:
Merlin Archery Ltd
Unit 1 Great Central Trading Park
Great Central Road
Leicestershire LE11 1RW
Phone: +44 (0) 1509 233555
VAT Registration Number GB-507-8408-40
Company Registration Number 6930639
Making A Purchase:
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
When confirmation of order is received, this is to indicate that we have received your order. We reserve the right not to fulfill any orders received. This is to protect us in the case of mistakes (such as inadvertently under-pricing goods), or we are no longer able to supply a particular product for some reason, suspected fraud or other similar reasons.
Age Restricted Products:
Any age restricted product will be clearly described as such on the product page for that item. By placing an order for a product where an age restriction warning is displayed, you are confirming that you are over the required age.
Warning: It is an offence to attempt to buy an age restricted product if you are under age or to attempt to purchase one on behalf of someone else who is under age.
As a responsible retailer, we want to make sure all of our age restricted products are sold only to those of appropriate age. In addition to clearly labeling all our age restricted products we also carry out age verification checks and keep a database of refusals.
If we are unable to get a positive ID match we may contact you for further information.
Shipping times frames stated on the product pages and check out are estimates only. When we receive your order, an order confirmation email is sent to the email address you supplied with the order. When your order is shipped another email is sent to you confirming when it was sent.
Please note that the shipping method selected at the check out is not the delivery time from when the order is placed, but the service level provided by a 3rd party (e.g. Royal Mail) once the items have been dispatched. These service levels are not guaranteed.
Please allow 1-2 working days rom the date we sent the dispatch email for orders sent by courier, and 1-5 working days for orders sent by Royal mail.
If you have not received your parcel by then, please contact us with your order number an we will track the delivery for you. Most items we send require a signature. Parcels are not considered lost by Royal Mail until 15 working days have past.
Please note that orders requiring additional services may take longer to dispatch. e.g. Cutting of arrow shafts or custom made arrows.
As a guidline please see the typical despatch time estimates listed below:
'in-stock items' are usually dispatched within 1-2 working days. (Monday - Friday)
Arrow shafts which require cutting are usually dispatched within 2-5 working days. (Monday - Friday)
Custom made arrows are usually dispatched within 10 working days. (Monday - Friday)
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Cancellations and Returns Policy:
We want you to be happy with your purchase! If you have any issues or problems with your order, please call us so we can assist.
The Consumer Contracts Regulations gives you the following cancellation rights when you buy on line or by phone.
* You have the right to cancel the contract relating to your order at any time up to the end of 14 working days after the goods are delivered.
Some products are exempt, and can not be returned after processing of your order has begun. Examples include goods made to your specifications or modified from the manufacturers original specifications by your request. These include, but are not limited to, arrow shafts cut to your length, fletching of arrows, custom made bows and custom made bowstrings. DVD's may not be returned if unsealed.
* If you exercise your right of cancellation, you must inform us of your decision by clear statement, (e.g. email) and provide us with details of the order.
You will be responsible for returning the goods to us at your own cost. The Consumer Contracts Regulations places a duty on you to take reasonable care of the goods once you have exercised your right to cancel. Returned items must be packaged properly and shipped with appropriate insurance and traceability. Merlin Archery Ltd. will refund you within 30 days the value of the original order (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
* A deduction may be made from any refund should there be any loss in value associated with unnecessary handling of the product. (Unnecessary handling would be anything more than what would normally be expected when inspecting a product in a retail shop.)
Returns Procudure & Warranty:
We want you to be happy with your purchase!
If you have any issues or problems with your order, please email or call us on 01509 233555 us so we can assist.
If you have a faulty product still under the manufacturers warranty, or wish to return any unwanted items to us, please follow the steps as set out below.
1) Call us or email us. We will log your request on to our system and give you an RMA number. Please do not send anything back to us without contacting us first!
2) We will discuss the best method of return and email your confirmation.
3) After steps one and two have been completed, send it back to us. Returned items must be packaged properly and shipped with appropriate insurance and traceability.
4) If it is the return of unwanted items, we will refund you within 30 days the value of the original order. If the items require warranty service we will handle the claim under the guidlines of the manufacturers warranty.
A note about postage costs (UK ONLY) - If your item arrived faulty or fails within 30 days, we will also refund your return postage costs. (Postage method must be agreed in advance, IN WRITING by Merlin. If you send back items using a more expensive service, then we will not refund the extra costs). If the items require service after 30 days then you will be responsible for the return cost to us, and we will cover the shipping of the repaired/replaced item to you.
Important Warranty Information Regarding International Orders:
While the majority of products shipped abroad give a trouble free life, sometimes warranty service is required.
For international orders on all items Merlin Archery Ltd will not cover shipping expenses for the return of goods or the sending out of replacement goods. You will be responsible for shipping both ways. Please consider this important point when having goods delivered outside the United Kingdom.
Please also consider that it is a likely requirement of the manufacturer that faulty goods be sent back to the place of purchase. Sometimes manufacturers may handle claims directly. If you need to return goods to us, CONTACT US FIRST for instructions! Do not ship anything to us without instructions from us. If this is not acceptable, please buy locally.
You will be liable for all import duties and local taxes, so please check with your customs office if you have any questions related to this.