Customer Service

We pride ourselves on having happy customers. If you're reading our Terms and Conditions you're maybe checking where you stand with us - so let's keep it simple - if you have a problem with a product, an issue with our service, a gripe with our website, or any moan or groan, please speak to us. Call us, email us or knock on our door. We will help as quickly as we can. We'll admit to our mistakes when we make them. We'll apologise if we caused you hassle. We'll suggest ways to fix your problem, and once we're agreed on the solution we'll then fix your problem. What could be fairer than that?

There is a 1 Year Warranty on our products.

We may ask for your help suggesting imaginative ways to severely punish our staff when they get it wrong, but we can't always promise to carry through those suggestions.

 

Terms and Conditions

Please read the following carefully. Your use of the intowind web site ("intowind.com") and purchase of the products ("Products") on it means that you agree to these terms and conditions ("Terms").

Shopping with intowind.com

When you place an Order for a Product ("Order") you are offering to buy it for the price stated, subject to these Terms.

When you place your Order online we will send you an email to confirm that we have received it. This email confirmation will be produced automatically so that you have confirmation of your Order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your Order. If the Product is not available we will let you know by email.

intowind may cancel any sale and not supply Products if it is reasonable to do so and may change or discontinue the availability of Products at any time at its sole discretion. If an Order is cancelled, any payment made for the Products will be refunded in full. This does not affect your Statutory Rights.

All new Orders are deemed separate and each is treated individually.

Price

The price for each Product is shown on intowind.com and includes V.A.T except for countries outside the EC and for the Channel Isles. We aim to always get the price correct but errors may occur. If we discover an error in the pricing of the Products in your Order we will inform you as soon as possible using the contact details you supply us with. We will then give you the option of reconfirming your Order at the correct price or cancelling it. (If we are unable to reach you we will treat the Order as cancelled). If an Order is cancelled, any payment made for the Products will be refunded in full.

You will be notified of the delivery costs automatically before you submit your payment, based on the delivery address you specify.

Non-EC customers will not be charged VAT, but are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be - please consult your local customs office for more information.

Payment

You must pay for your Order before it is delivered and you can do so by credit card or debit card, or by Paypal.

Purchase Orders

We do accept Purchase Orders from UK Local Councils and UK Government and MOD bodies, and can provide official Quotations. Once we've received the original Purchase Order through the post we will send your stuff.

Card Payment

Orders may be processed securely online, using a credit or debit card (VISA, MasterCard, Delta and Switch/Solo). We don't accept American Express. We aim to debit money from your account within one working day after receiving your Order.

To ensure that shopping online is secure, your credit/debit card details will be encrypted to minimise the possibility of someone being able to read them as they are sent over the Internet.

Your credit card company may also do security checks to confirm it is you making the Order.

If you give us a different address for Delivery and for Credit Card billing all Order details and Invoices will be sent to the credit card billing address.

Availability

We try to keep intowind.com as up to date as possible but cannot guarantee that a particular product will always be available. If we can't supply a Product you will not be charged for it and we will refund or re-credit your account with the amount debited by us.

All offers are available while stocks last. If we are unable to supply a product you have ordered, we will notify you as soon as we can after receiving your Order. If this happens, you may cancel your Order and we will refund  the money you have paid for it.

Despatch & Delivery

We want you to get hold of your intowind stuff as quickly as possible. 

We'll bust a gut to send your stuff the same day that you order, but we do have weekends off, and Bank Holidays allow us to relax in a deckchair and sip Piña Coladas in the strong Scottish sun.

We've chosen Delivery services that won't let us down, but don't cost the earth. We don't want to rip you off, so we only charge you what it costs us to send your stuff. If you need your stuff faster than a speeding bullet, and you're loaded, you should call us to discuss the options. We still won't rip you off, even when we know you've got more money than sense. Big stuff will always need someone to sign for it on delivery - which means fewer things go missing AND they get there quicker. Please make sure there will be someone available to sign for the delivery, and it helps to give us a phone number at the delivery address.

We currently use Royal Mail for smaller items and TNT or Interlink Express for larger items.

Check out all the delivery details

Privacy and Data Policy

We don't EVER sell your data to 3rd Parties. We only use your details to take your payment, deliver your stuff, or to let you know about stuff going on in the world of intowind. We make a commitment to protecting your privacy and promise only to use information collected about you in accordance with the Data Protection Act 1998.

When you place an Order, we may ask you for certain information and you may submit personal data to intowind.com (for example your name, phone number, postal address, email address, contact and bank / credit card details). We may also record which products you are interested in and which products you purchase as well as customer traffic patterns and site use. This information will be kept securely in accordance with our internal security policy and may be used to:

Process your Order;

Provide you with an up to date, efficient, and reliable service; Help fraud prevention i.e. we check card details with our credit agency and reserve the right to refuse Orders on that basis (your credit rating can be checked for a nominal fee with the main UK agencies Equifax and Experian); Open and run your account; Administer prize draws; Provide a more personal shopping experience.

By making an Order and submitting your data you agree to this use.

From time to time we also monitor and record telephone calls and our Live Messaging service for training purposes and to improve the service to you.

We will never collect sensitive information about you without your explicit consent.

Marketing Communications

If you have used the intowind.com website before or have Ordered Products from intowind or X-sail Ltd before it is possible that we have this information already and it is being used to contact you about offers, events, or related activities that you may find useful. If you are an existing customer we will continue to keep you informed unless you tell us not to.

If you are a new customer we will contact you ( unless you ask us not to) about safety notices, future offers, events and new products or related activities that you may find useful. We will not bombard you with emails, but we'd like to keep you informed of the developments on intowind.com. Please just ask if you wish never to be contacted in any way.

We do not sell, trade or rent your personal information to other companies.

intowind or X-sail Ltd will not send you any marketing emails or pass your information on to third parties unless you give us your consent, or unless we have it already.

Cookies

In Order to improve our service or to let us know how you heard about intowind.com we may use a device known as a 'cookie'. Cookies are a means by which information relating to your Internet activity (such as whether you have visited intowind.com before) is recorded on your hard drive and used by us to improve intowind.com and the products and services available to you.

If you do not want us to use cookies when you useintowind.com please adjust your Internet browser settings to not accept cookies. Your computer's help file should tell you how to do this.

Your Privacy

If you have any questions or comments about privacy, or intowind and X-sail Ltd's privacy policy, or if you already have submitted information that you do not wish us to have or if you think that intowind or X-sail Ltd has cookies or data about you that you don't want us to use or that is incorrect please contact us and the information will be corrected as soon as possible or removed from our database as you request.

Returns And Refunds

We hope you'll be delighted with your intowind stuff but there may be occasions when you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Unwanted Goods

If you return your stuff, unused, as new, and in it's original packaging, and having taken very good care of it, within 14 days of the date on which you received it, we will refund you any money which you paid us for that product. You will need to arrange and pay for the return delivery of your stuff. You'll also need a Returns Code which you must include with the package to ensure we process your return as efficiently as possible. Please call +44 (0)131 313 1333 or Local Rate 08453 702 703.

Faulty Goods

If some of your stuff is faulty, or you didn't order it please call +44 (0)131 313 1333 or Local Rate 08453 702 703 or email to inform us, within 30 days of receipt. We will arrange a refund or replacement. In the event of you returning faulty goods to us we will also pay you the cost of the return postage. In this event, please contact us first and we will allocate you a Returns Code (which you must include with the package to ensure we process your return as efficiently as possible) and we will also advise you how to send the item back to us. We usually ask that you send items back to us via Royal Mail First Class (Recorded Delivery), but occasionally items may have to be picked up by a courier service. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.

For help with items later than 30 days after purchase please email us for more information.

Our Returns Address is:

intowind
X-sail Ltd
34 Ashley Terrace
Edinburgh
EH11 1RE 
UK

You will be responsible for all returned items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery), and ensure the items are properly packaged and protected.

intowind Responsibilities

intowind has tried to make the descriptions (including all pictures) of the Products as accurate as possible but you should check the dimensions stated on intowind.com or contact us for exact sizes.

intowind shall insure Ordered Products at their retail value whilst being delivered to you. Please check the delivered Products as soon as possible on receipt as we will not cover any subsequent loss or destruction.

intowind will provide its services with reasonable skill and care but does not give any guarantees, warranties or representations in respect of any other person's services.

Because of the nature of the Internet intowind provides and maintains intowind.com on an "as is", "as available" basis and makes no promise that use of intowind.com will be uninterrupted or entirely error free. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.

Our website contains links to other websites which are not under the control of and are not maintained by us. These links are provided for your convenience only and we are not responsible for the content of those sites.

Except as provided above we can give no other warranties, conditions or other terms, express or implied, statutory or otherwise and all such terms are hereby excluded to the maximum extent permitted by law.

You will be responsible for any breach of these terms by you and if you use intowind.com in breach of these terms you will be liable to and will reimburse intowind for any loss or damage caused as a result.

These terms above shall not limit any rights you might have as a consumer that may not be excluded under applicable law nor shall they exclude or limit intowind's liability for death or personal injury resulting from its negligence nor any fraudulent representation.

intowind and X-sail Ltd will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation Internet outages, communications outages, fire, flood, war or act of God.

Please read the instructions, manuals and other user documentation that comes with your Products carefully.

These terms do not affect your statutory rights as a consumer.

Subject as aforesaid, to the maximum extent permitted by law, intowind and  X-sail Ltd excludes liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect or consequential loss whether or not such arises out of any problem you notify to intowind and intowind shall have no liability to pay any money by way of compensation, including without limitation all liability in relation to:

Any incorrect or inaccurate information on intowind.com;

Any interruptions to or delays in updating intowind.com;

The infringement by any person of any Intellectual Property Rights of any third party caused by their use of intowind.com or any Product purchased through intowind.com;

Any loss or damage resulting from your use or the inability to use the intowind.com web site or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances that are beyond our control;

Any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong;

Any amount or kind of loss or damage due to viruses or other malicious software that may infect a user's computer equipment, software, data or other property caused by persons accessing, using or downloading intowind.com, or from transmissions via emails or attachments received from intowind, X-sail Ltd or its licensees and affiliates;

The availability, quality, content or nature of the other sites on the Internet that are owned and operated by third parties ("External Sites") to which intowind.com link and web sites located on or through any External Site nor for any transactions involving External Sites (including as to 'cookies', personal data, confidential information, or purchases of domain names or other services). You should contact the site administrator or webmaster for those External Sites if you have any concerns regarding such links, web site or transactions;

All representations, warranties, conditions and other terms which but for this notice would have effect

intowind or X-sail Ltd may change or withdraw any part of intowind.com, or may refuse you access to the web site at any time if we consider it necessary.

intowind or X-sail Ltd may also terminate this Agreement and immediately remove, cancel or suspend access to and use of intowind.com upon breach of any part of these Terms whatsoever.

Termination shall be without prejudice to intowind and  X-sail Ltd's other rights.

intowind and X-sail Ltd acts as principal on its own account and not as agent for you or any other person.

If intowind and X-sail Ltd does not enforce any provision of this agreement such will not be considered a continuing waiver.

In the event that any part of these Terms is held to be unenforceable, such part will at intowind and X-sail Ltd's option be construed as far as possible to reflect the parties' intentions and the remainder of the provisions will remain in full force and effect.

These Terms constitute the full agreement between you and intowind and may only be amended in writing. They apply to the exclusion of all other terms or conditions of contract proposed.

Since we are principally aiming intowind.com at the UK and EU market, we cannot guarantee that it accords with local laws of any other countries (though we will try to make sure it does).

Use of intowind and X-sail and these terms are subject to the laws of Scotland and the jurisdiction of the Scottish Courts.

Contacting Us

If you would like help when ordering, information about a product or if you would just like to provide us with feedback on our service, please  us.

You can also contact us by post at:

intowind
X-sail Ltd
34 Ashley Terrace
Edinburgh
EH11 1RE 
UK

us or call +44 (0)131 313 1333 or Local Rate 08453 702 703