Customer Service

In this area we aim to provide information for all aspects of our online services.

We aim to ship our online orders as soon as we can, if we are out of stock we will contact you promptly to advise of this and offer possible alternatives or available delivery dates.

We ship via Royal Mail and DPD. DPD offer full tracking of your parcel via email and SMS.

DPD offer weekend deliveries too. Contact us for pricing.

Our own van delivers locally around Norfolk & Suffolk so look out for us and give us a wave.

If you have any questions that are not answered within, please contact us >>

Goods can be collected from our store. For orders placed on-line please wait for a confirmation email to confirm goods are ready for collection. We also have our own vans which deliver throughout Norfolk and Suffolk daily for orders placed before 9:30 am. Contact us to check areas covered.

Rates
Standard 2-3 Days £4.95
Next Day* £8.95

* Next Day for orders placed by Midday
Free Shipping On Orders Over £50

We ship using Royal Mail and DPD, we can ship for before 10 am and Saturday/Sunday services – please contact us for prices. We ship worldwide – please contact us for prices.

Goods can be returned within 14 days for refund or exchange. For warranty items, please give fault details.
Please provide the following information for all returns:

Web Order No.
Name.
Address.
Telephone.
Item Part No.
Item Description.
Reason For Return.

BRIAN WARD RETURNS POLICY.

1. NON WARRANTY ITEMS MUST BE RETURNED IN PACKAGED AND IN A RESALEABLE CONDITION.
2. PLEASE PACKAGE ALL GOODS CAREFULLY AND KEEP PROOF OF RETURN POSTAGE.
3. FAULTY ITEMS WILL BE INSPECTED BY US AND /OR RETURNED TO THE MANUFACTURER FOR REPORT – IF NO FAULT IS FOUND A RETURN CARRIAGE WILL BE CHARGED.
4. SPECIAL ORDER GOODS AND CUT LENGTHS OF CHAIN, ROPE ETC. CANNOT BE RETURNED FOR CREDIT.

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.

All credit card numbers are encrypted in the software when the order is placed using SSL 128 bit encryption and not stored on our website at all. We use Evalon and PayPal to process payments made by credit and debit cards.

GDPR DATA Privacy notice

This is privacy notice of Brian Ward Ltd t/a Brian Ward Marine Equipment.

We respect your privacy and are determined to protect your personal data. The purpose of this privacy notice is to inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from). We’ll also tell you about your privacy rights and how the data protection law protects you.

What is the purpose of this privacy notice?

This privacy notice aims to give you information on how we collect and process your personal data through your use of this website, including any data you may provide through this website when you sign up to our newsletter/purchase a product or service/take part in a competition.

This website is not intended for children and we do not knowingly collect data relating to children.

You must read this privacy notice together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Data controller(s)

Brian Ward Ltd is the controller and responsible for your personal data Our contact details are STATION HOUSE, STATION ROAD, BRUNDALL, NORWICH. NR13 5PJ. TEL. 01603 712213 E. MAIL. info@brianwards.co.uk For all data matters contact us via the above methods.

Third-party links outside of our control

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements.

When you leave our website, we encourage you to read the privacy notice of every website you visit.

2. THE PERSONAL DATA WE COLLECT ABOUT YOU

Personal data, or personal information, means any information about an individual from which that person can be identified. You can find out more about personal data from the Information Commissioners Office.

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows

  • Identity Data includes [first name/last name/ username/marital status/ title/date of birth/gender].

  • Contact Data includes [billing address/delivery address/email address/ telephone numbers].

we also collect, use and share aggregated data such as statistical or demographic data for any purpose. aggregated data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. for example, we may aggregate your usage data to calculate the percentage of users accessing a specific website feature. however, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect your personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

3. HOW WE COLLECT YOUR PERSONAL DATA

We use different methods to collect data from and about you including through:

  • Directly. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you

    • Apply for our products or services;

    • Create an account on our website;

    • Subscribe to our service or publications;

    • Request marketing to be sent to you.

4. HOW WE USE YOUR PERSONAL DATA

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances

  • Performance of Contract this means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
  • Legitimate Interest this means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by
  • Comply with a legal or regulatory obligation this means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. you have the right to withdraw consent to marketing at any time by contacting us

PURPOSES FOR WHICH WE WILL USE YOUR PERSONAL DATA

We have set out below, in a table format, a description of all the ways we plan to use your personal data, with the legal bases we rely on to do so.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us by post, telephone or email if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Purpose/Activity

Type of data

Lawful basis for processing including basis of legitimate interest

To register you as a new customer

(a) Identity

(b) Contact

Performance of a contract with you

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We never share or sell your data with other marketing agencies.

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

You may receive marketing communications from us if you have requested information from us or purchased goods or services from us if you provided is with your details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will NEVER share your personal data with any company outside of Brian Ward Ltd for marketing purposes.

Opting out

you can ask us to stop sending you marketing messages at any time by logging into the website and checking or un checking relevant boxes to adjust your marketing preferences or by following the opt-out links on any marketing message sent to you or by email to info@brianwards.co.uk at anytime.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, warranty registration, product or service experience or other transactions.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

5. WHO WE SHARE YOUR PERSONAL DATA WITH

We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

  • External Third Parties Service for example a courier service.

    • providers acting as processors who provide IT and system administration services

    • professional advisers acting as processors or joint controllers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.

    • hm revenue & customs, regulators and other authorities acting as processors or joint controllers based in the united kingdom who require reporting of processing activities in certain circumstances.

  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

7. DATA SECURITY

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8. DATA RETENTION

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by email. info@brianwards.co.uk

by law we have to keep basic information about our customers (including contact, identity, financial and transaction data) for a minimum of six years after they cease being customers for tax and accounting purposes.

In some circumstances you can ask us to delete your data: see Your legal rights below for further information.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

9. YOUR LEGAL RIGHTS

Unless subject to an exemption under the data protection laws, you have the following rights with respect to your personal data:

  • The right to request a copy of the personal data which we hold about you;
  • The right to request that we correct any personal data if it is found to be inaccurate or out of date;
  • The right to request your personal data is erased where it is no longer necessary to retain such data;
  • The right to withdraw your consent to the processing at any time, where consent was the lawful basis for processing your data;
  • The right to request that we provide you with your personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability), where applicable 9i.e. where our processing is based on consent or is necessary for the performance of our contract with you or where we process your data by automated means);
  • The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;
  • The right to object to our processing of personal data, where applicable i.e. where processing is based on our legitimate interests (or in performance of a task in the public interest/exercise of official authority); direct marketing or processing for the purposes of scientific/historical research and statistics).

If you wish to exercise any of the rights set out above, please contact us.

No fee required – with some exceptions

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable admin fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

10. Changes to this notice and your duty to inform us of changes

This version was last updated on 11th January 2019

Please keep us informed if your personal data changes during your relationship with us. It is important that the personal data we hold about you is accurate and current.

11. Queries, requests or concerns

To exercise all relevant rights, queries or complaints in relation to this policy or any other data protection matter between you and us, please in the first instance contact us by post, telephone or email.

If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England, UK.

Markel Law owns the copyright in this document.  You must not use this document in any way that infringes the intellectual property rights in it.  You may download and print this document which you may then use, copy or reproduce for your own internal non-profit making purposes. However, under no circumstances are you permitted to use, copy or reproduce this document with a view to profit or gain.  In addition, you must not sell or distribute this document to third parties who are not members of your organisation, whether for monetary payment or otherwise.

This document is intended to serve as general guidance only and does not constitute legal advice. The application and impact of laws can vary widely based on the specific facts involved. This document should not be used as a substitute for consultation with professional legal or other competent advisers. Before making any decision or taking any action, you should consult a Markel Law professional.

In no circumstances will Markel Law LLP, or any company within the Markel Group be liable for any decision made or action taken in reliance on the information contained within this document or for any consequential, special or similar damages, even if advised of the possibility of such damages.

CONDITIONS OF SALE.
1. QUOTATIONS & ACCEPTANCE OF ORDER
1.1 The following conditions are the only terms under which we are willing to supply the goods and services. By ordering the goods or services the buyer agrees that its own conditions (if any) shall not apply to the contract.

1.2 The contract for the sale of goods and/or services shall comprise of.

a) the buyers verbal instructions or
b) the buyers written order and or
c) our acknowledgement of order. Any quotation by us is subject to confirmation by us on receipt of order.

1.3 Once the contract is made it cannot be cancelled, deferred or altered except by mutual agreement.

2. PRICE
2.1 Unless otherwise specified by us, all quoted prices are exclusive of Value Added Tax.

3. DELIVERY
3.1 Any time or date quoted for delivery is given as an estimate only and we shall not be liable for any loss or damage howsoever arising by reason of any failure on our part to deliver on such stated dates.

3.2 If the buyer causes the delivery of the goods or any part therof to be delayed beyond the time when they would otherwise have been delivered or collected, they shall then be stored at the risk and expense of the buyer.

4. PAYMENT.
4.1 All goods ordered shall be paid for not later than 30 days or end of month following delivery (if previously agreed). Interest will be charged on all invoices that are not paid for in full by the due date. The interest rate charged will be equivalent to 8% over the current bank rate in force on the date that the invoice should have been paid.

5. QUALITY
5.1 The goods are warranted to accord with the manufacturers warranty terms and conditions.

5.2 All information and details contained in our specifications, catalogues, photographs and technical literature have been carefully prepared to avoid errors but their accuracy is not guaranteed and we shall not be liable for any inaccuracies or omissions. Specifications are subject to change by us without prior notice.

5.3 Our liability for breach of this warranty (or any other claim based on defects in the goods or services) shall not exceed replacement of the goods or services to be defective. We are not liable for any consequential loss.

5.4 Immediate written notice of any defect in the goods or services must be given to us.

6. PURPOSE
6.1 Any recommendation or suggestion relating to the use of the goods made by us is given in good faith but it is for the buyer/installer to satisfy themselves of the suitability of the goods for its own particular use and it shall be deemed so to have done.

6.2 Accordingly, unless otherwise expressly agreed in writing, we give no warranty as to the fitness of the goods for any particular purpose even though that purpose may have been specified in the buyers order and any implied warranty or condition (statutory or otherwise) is excluded.

7. PROPERTY & RISK
7.1 The property and risk in the goods shall remain with us until, and shall pass to the buyer at the point of delivery.

In the absence of written advice from the buyer to us and the carrier as described in condition 8 the goods shall be deemed to have been delivered and accepted by the buyer complete and in a satisfactory condition.

8. NOTIFICATION OF DAMAGE TO OR NON DELIVERY OF THE GOODS
8.1 The buyer must advise us and the carrier in writing (otherwise than by a qualified signature on the carriers delivery note) within the following time limits.

a) Partial loss, damage or non delivery of any separate part of a consignment within three days of the date of delivery
b) Non delivery of the whole consignment within ten days of the date of the invoice.

9. RETURNS
9.1 Goods returned within 14 days will be refunded or exchanged. Carriage is non-refundable.

9.2 Goods returned for refund or exchange must be returned in original packaging and in a resalable condition. Otherwise a handling charge or refusal of refund may be applied.

10. TITLE
10.1 Title to the goods supplied will not be transferred to the buyer until the goods have been paid for in full.

11. COMPLAINTS
11.1 Any complaint should be addressed to Brian Ward Ltd. Station House, Station Road, Brundall, Norwich. NR13 5PJ.

An acknowledgement will be made within 48 hours