No Quibble Refunds

Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item, unopened (with any seals and shrink wrap intact) and we will issue a full refund for the price you paid for the item. Please note: we can only accept the return of opened items if they are faulty.

Ticket sales are non refundable and refunds will only be offered where the customer has not received the tickets.

All items are sent recorded delivery to the cardholder’s address, unless another address is specified when ordering.

Please follow the steps below to enable us to process your refund efficiently:

· fill out the back of the delivery slip, giving the reason for the return. Please include your order number
· if you do not have the original delivery slip, please send us a note detailing the reason for return. This note MUST include your order number, which will have been provided with your order confirmation.
· In the case of a faulty product, please provide a full description of the fault in the space provided on the delivery slip.
· Wrap the item securely in its original packaging send the package to the address below.

Castle Leisure Group Goods Returns Department
52-54 King Street
Stirling
FK8 1AY
storereturns@clg.co.uk

Customer Service Team
Our dedicated customer service team will be only too happy to deal with your every need.
Please contact them by e-mail on
customerservice@clg.co.uk

In the extremely unlikely event that our customer service team cannot resolve your queries please write to

The Customer Services Department
Castle Leisure Group
52-54 King Street
Stirling
FK8 1AY

Or telephone us on 01786 409010 during normal office hours: Mon – Fri 9am –5pm.

Castle Leisure Group is a trading name for Castle Inns (Stirling) Limited, a company based in Scotland.

Castle Inns (Stirling) Limited
Registered Office: 52-54 King Street, Stirling, FK8 1AY
Registered Number: SCO83946


ONLINE SECURITY

The Castle Leisure Group webshop is hosted by Demon Commerce and set out below are their main security features.

· All connections to the servers are encrypted using SSL technology
· Only the customer and the acquiring bank will ever know the customer's full credit card details.
· The servers that comprise Demon Commerce are split into two sections: a front end and a back end. The back end holds all the confidential information and both the front end and back end are protected from attacks by a number of firewalls.
· All information held about customer purchases, personal information and Merchant information is held on an encrypted database.
· Once a customer clicks on a 'Buy' button this information is protected and authenticated through a non-reversible Message Authentication System, which stops anyone from being able to edit product attributes such as price.

PAYMENT PROCESSING

Demon Commerce includes payment processing through NetBanx, a market leading, UK based secure on-line payment processing company.

A simple link to NetBanx at the point of payment allows the customer's payment details to be discreetly validated in the secure environment of the NetBanx payment system.

NetBanx checks the format of the card number and makes further security checks to validate the authenticity of the cardholder information. NetBanx then processes transactions by requesting authorisation from the appropriate bank and finally obtains confirmation that the bank has cleared payment.

On-line confirmation is then given to the customer in around 15 seconds (depending on volume of transactions processed at any one time).