NUFC Shop: Our terms of service

1. These terms

• What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services, or digital content.

• Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

• Who we are. https://shop.newcastleunited.com/ is a website operated by J.Carter Sporting Club Ltd, trading as Castore Sportswear. J. Carter Sporting Club Ltd is a limited company registered in England with company number 09670915, and VAT number GB 220 5568 30 (referred to as "Castore", "we", "us" or "our" in this privacy policy).  Our registered office is 1 Central Street, Manchester, M2 5WR. Our registered VAT number is GBR 220 5568 30.

• How to contact us. You can contact us by emailing our customer service team at shop.nufc@castore.co.uk.

• How we may contact you. If we have to contact you, we will do so by writing to you at the email address or postal address you provided to us in your order.

• "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

• How we will acknowledge your order. After submitting an order to us, we will send you an order acknowledgment email. This email will include your order number, details of the Products you have ordered from us and delivery details. This email is an acknowledgement of your order and is not an acceptance of your order.

• How we will accept your order. Our acceptance of your order will take place when we dispatch your order and send you an email confirming that your order has been dispatched, at which point a contract will come into existence between you and us.

• If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because your payment was not authorised or there was otherwise an issue with your payment or because the order is withdrawn, because shipping restrictions apply, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

• Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our products

• Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
• Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5. Your rights to make changes

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8: Your rights to end the contract).

6. Our rights to make changes

• Minor changes to the products. We may change the product:
  • to reflect changes in relevant laws and regulatory requirements; and
  • to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

7. Providing the products

• Delivery costs. The costs of delivery will be as displayed to you on our website.
• When we will provide the products. During the order process we will let you know when we will provide the products to you. We will deliver the products to you as soon as reasonably possible, and we will contact you with an estimated delivery date.
• We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
• If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, delivery will be re-attempted the following working day and your chosen carrier will also leave you a note providing instructions as to how to arrange re-delivery or collection from a local depot.
• If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.
• When you become responsible for the goods. The product will be your responsibility from the time we deliver the product to the address you gave us.
• When you own goods. You own a product which is goods once we have received payment in full.
• What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your name, email address, delivery address, billing address, and (if you are purchasing a personalised product) details of what name or message you would like to include on the product. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information, we need within a reasonable time of us asking for it.
• Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product:
  • to deal with technical problems or make minor technical changes; and
  • to update the product to reflect changes in relevant laws and regulatory requirements.
• Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days, and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

8. Your rights to end the contract

• You can always end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with it, how we are performing and when you decide to end the contract:
  • If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;
  • If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.3;
  • If you have just changed your mind about the product, see clause 8.4. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the shipping costs when returning any goods;
  • In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.
• If you end the contract with us, you must return any free gifts that were included with your order. If you choose to end the contract with us for any reason, you must return any free gifts or offers that were included with your order to qualify for a refund. 
• Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
  • we have told you about an upcoming change to the product or these terms which you do not agree to;
  • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
  • you have a legal right to end the contract because of something we have done wrong.
• Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.
• When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
  • personalised items;
  • products where the tags have been removed, or where the product or its packaging is damaged or soiled;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
  • any products which become mixed inseparably with other items after their delivery.
• How long do I have to change my mind? If you have bought a product so you have 14 days after the day you (or someone you nominate) receives them, unless your order is split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
• Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. How to end the contract with us (including if you have changed your mind)

• Tell us you want to end the contract. To end the contract with us, please let us know by emailing us at shop.nufc@castore.co.uk. Please provide your name, home address, details of the order and, where available, your phone number.

• Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you (or someone you nominate), you must return them to us. Use our Returns Portal (for returns outside of the UK please follow this link). If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

• When we will pay the costs of return. We will pay the costs of return:
  • if the products are faulty or misdescribed;
  • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

In all other circumstances you must pay the costs of return.  

• How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

• Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

• When your refund will be made. We will make any refunds due to you as soon as possible, but you should allow up to 30 days from the date we receive your returned goods at our warehouse. However, if you are exercising your right to change your mind (see clauses 8.4, 8.5, and 8.6) then:
  • If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
  • In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10. Our rights to end the contract

• We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
  • you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
  • you do not, within a reasonable time, allow us to deliver the products to you (or the person nominated by you).

• You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

• We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will endeavour to let you know in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. If there is a problem with the product

• How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email us at concierge@shop.nufc.co.uk.

• Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. For detailed information regarding your legal rights as a consumer, please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.

• Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or post them back to us. Please email us at shop.nufc@castore.co.uk for a return label or to arrange collection.

12. Price and payment

• Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.

• We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

• What happens if we got the price wrong. It is always possible that, despite our efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

• When you must pay and how you must pay. We accept payment with Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, Maestro, American Express and any other payment methods which may be listed on our website from time to time. You must pay for the product before we dispatch it.  We will not charge your credit or debit card until we dispatch the products to you.

• You must have authority from the account holder to make the payment. You confirm that the credit or debit card or other payment mechanism that you use to pay for the product is registered in your name or that you have been specifically authorised by the registered account holder to make the payment.  We accept no liability whatsoever for any payments made by you without the account holder’s authority, or for any resultant delays, non-delivery, or cancellations of your order that result from an unauthorised payment or payment attempt. 

• What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know.

13. Our responsibility for loss or damage suffered by you

• We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

• We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

• We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. How we may use your personal information

• How we may use your personal information. We will only use your personal information as set out in our .

15. Other important terms

• We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

• You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

• Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

• If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

• Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

• Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.