Refund Policy

ARBORICULTURAL ASSOCIATION

Welcome to the Arboricultural Association’s website shopping facility. We want you to be happy with your purchase.

By accessing this Website and/or placing an order you agree to be bound by the terms and refund policy set out below. If you do not agree to be bound by these terms and refund policy you may not use or access this Website.

Before you place an order, if you have any questions relating to these terms and refund policy please contact us by email (admin@trees.org.uk), or call us on 01242 522152 between 9am–5pm Monday to Friday.

If you are a consumer (i.e. an individual buying for yourself rather than for a business) in addition to the refund policy below you have the right to cancel within seven days of your contract with us, or seven days of receipt of the goods (whichever is the longer).

Our refund policy below explains the circumstances in which we will allow the return of your goods or services, the procedures you must follow to return your goods or services and how you will have your payment returned.

Our refund policy is in two sections:
  1. Establishing a contract between you and the Arboricultural Association
  2. Refunds
 

A. Establishing a contract between you and the AA

The technical steps required to create the contract between you and the Arboricultural Association are as follows:

  1. You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website
  2. We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from AA Arboricultural Association
  3. As your product is shipped from our warehouse we will send you a despatch confirmation email.

Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in change or cancel an order. Non-acceptance of an order may be a result of one of the following:

 
  1. The product you ordered being unavailable from stock
  2. Our inability to obtain authorisation for your payment
  3. The identification of a pricing or product description error.

B. Refunds

B1. Publications

 

Refund eligibility

Refunds on returned publications will be made in the following circumstances:

  1. If there has been an error on our part
  2. If the goods are damaged or faulty on receipt a full refund or exchange will be made, including the cost of return postage, provided that the goods are returned
    • within 7 days of receipt of the goods and are;
    • unused and are;
    • in their original packaging.
  3. If you are a customer located within the European Union and you change your mind a full refund will be made provided that the goods are returned
    • within 7 days of receipt of the goods and are;
    • unused and are;
    • in their original packaging.
Returns procedure
  1. Please contact us on 01242 522152 or email admin@trees.org.uk
  2. Package the goods in their original packaging and any additional packaging that may be needed. Include: order number, stock number and invoice that came with the, delivery and indicate on the invoice the reason for the return and whether you'd like a refund or a replacement
  3. Return the goods. The AA sends all its goods by Royal Mail signed-for post and we recommend that you use a similar method if you need to return goods. The AA will not be liable for lost parcels.
Notes
  1. The authorisation of refunds will be managed by the Publications Administrator for the AA who will submit the refund application to the Office Manager for authorisation
  2. Your refund will take the same form of payment as that originally used for purchase and will be made within 28 days of our receiving your return.
B2. Training and Events [not yet available to be booked online]

 

Refund eligibility

Refunds on training and event purchases will be made only in the following circumstances:

  1. If there has been an error on our part
  2. If the course or event is cancelled by the AA. NOTE: courses and events are normally only cancelled because of insufficient demand
  3. If the booking is cancelled by the applicant PROVIDED THAT notice of cancellation is received from the delegate more than 10 working days prior to the event. NOTE THAT a full charge will be applied to any booking cancelled 10 or less than 10 working days prior to the event.
Cancellation procedure
  1. Please complete the cancellation form downloadable from [not yet enabled]
  2. Send the cancellation form to admin@trees.org.uk.
Notes
  1. Alterations to bookings: We reserve the right to apply administration charges for any alterations (e.g. changing to a later course or changing delegate names) made to bookings that have been received and acknowledged
  2. The administration of refunds will be managed by the Training Administrator for the AA who will submit the refund application to the Training and Events Manager of the AA for authorisation
  3. Your refund will take the same form of payment as that originally used for purchase and will be made within 28 days of our receiving your return.

 

B3. Membership Subscriptions [not yet available on this website]
Refund eligibility

Refunds on membership subscriptions will be made in the following circumstances:

  1. Where an AA processing error has resulted in the AA overcharging the member for their subscription. For example a member may have been incorrectly transferred from Associate membership to higher annual cost Professional membership as a result of a data processing error
  2. Where a duplicate membership record has been incorrectly set up and charged
  3. Where a member has contacted the AA to cancel or amend a membership payment but the AA has been unable to process that request in time to prevent further payment being taken
  4. Where a member is transferring to a membership category with a lower annual cost having already paid in advance for a higher level of membership (for example Associate changing to Ordinary) or the member transferring to retired part way through their membership year, a refund will be made for the remaining part of the year
  5. Where a processing or transaction error attributed to the AA has resulted in the member incurring bank charges.
Cancellation procedure
  1. Please complete the cancellation form downloadable from [not yet enabled]
  2. Send the cancellation form to admin@trees.org.uk.
When will refunds not be made?
  1. Refunds cannot be made to members who indicate that they could have retrospectively been in another membership category: For example a Professional member who has not been practising or who has retired for a period of time. The responsibility remains with the member to inform us of required changes to their circumstances at the time of those changes.
  2. When a paid-up Member decides to leave the AA part way through a year (or for quarterly direct-debit payers, part way through a paid-up quarter).
Notes
  1. Written requests (including email) to Membership are expected to be dealt with within seven working days, however at peak workload times or in the event of staff holidays, this standard may not be met. It should be noted that even if a member contacts the AA before the collection date, because of lead times required for Direct Debit it may still not be possible to prevent collection of payment
  2. The authorisation of refunds will be managed by the Membership and Accreditation Administrator for the AA who will submit the refund application to the Chief Executive for authorisation
  3. Your refund will take the same form of payment as that originally used for purchase and will be made within 28 days of our receiving your return.

 

Modified: 16-08-12