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Cancellation/Returns Policy

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us via the contact details below:

‣email: activemariner@activegps.co.uk
‣Telephone number within United Kingdom (UK): 01733 777623
‣International telephone number: ++44 17 33 77 76 23

A specific address for returning goods will be advised with return instructions after you have cancelled the contract.
If you are unclear about your rights or require advice, you can contact the Citizens Advice Consumer Service on 03454 040506. We work closely with Peterborough Trading Standards. You may also wish to contact your local Trading Standards office.

We want you to be fully satisfied with your purchase. As a result, and in compliance with the Consumer Contracts Regulations, we offer UK and EU consumers a 14 day cancellation of contract (starting from the day when your purchase is delivered). Please note: the Consumer Contracts Regulations apply only to Business to Consumer transactions within the European Union. They do not apply to business to business (B2B) and Corporate transactions. They do not apply to transactions outside of the European Union.

You cannot cancel and we will not take back and exchange or refund opened or activated software or mapping (supplied on CD, DVD, SD or microSD card), all of which can be readily copied. Similarly, activated subscriptions cannot be refunded. Custom made and made to order items (only applies to specific software such as Garmin BlueCharts) which are only made at the time an order is placed cannot be cancelled – even if the order has not been despatched or received.

The 14 day cancellation period provides UK and EU consumers with a cooling off period to assess their purchase. You have a right to cancel the contract without giving any reason. The cancellation period starts when we enter into a contract with you and will end 14 days after you have taken possession of the goods (or they have been accepted at your delivery address) we are supplying you. In order to exercise your right to cancel you must inform us of your decision by a clear statement in writing* (we recommend by email). From the date that you cancel the contract you have a further 14 days in which to return your purchase. We will acknowledge your cancellation and send you specific return instructions along with a unique returns number and a specific returns address which may differ from our registered office address. Please do NOT return anything until we have responded to your cancellation advice.

You have a duty of care to ensure that goods are kept in pristine condition. The Consumer Contracts Regulations allows us to make a deduction from the reimbursement for loss of value of any goods supplied, if the loss is the result of unnecessary handling by you. You must handle the product no more than you might in a shop. If a product is returned in perfect condition suitable for reselling then we will have no hesitation in reimbursing you. Ask yourself, ‘would I have accepted this product if I had received it in the condition in which I am returning it?’ If the answer is ‘no’ then we will almost certainly make a deduction from any refund.

IMPORTANT: Please do not return anything without contacting us in writing to request a unique returns number. In accordance with the Consumer Contracts Regulations a clear statement of cancellation is required from you. *To avoid any misunderstanding we cannot accept cancellation of contract by telephone and will ALWAYS request that you confirm cancellation by email or letter. If you cancel by letter sent through the mail network please do NOT send it with the goods that you wish to cancel/return. We need to send you clear return instructions and confirm the terms and conditions under which your return is being accepted.

Returning your purchase (UK and EU consumers)

Should you wish to return your purchase within the Consumer Contracts Regulations 14 day period, we ask that you first email us to request a RMA number (RMA = Returns Material Authorisation). This allows us to allocate you with a unique RMA number and enables a smoother return - we can ensure you have all the information you need to make the return and we know that your purchased item(s) is on its way back to us. This procedure has been established with 12+ years online trading.

The following is compiled from our Terms and Conditions. We recommend that you read our Terms and Conditions in full before returning a purchase or requesting an RMA number.

“All original packaging should be returned, and the goods should be free from defect. The Consumer Contracts Regulations allows us to make a deduction from the reimbursement for loss of value of any goods supplied, if the loss is the result of unnecessary handling by You. The Consumer Contracts Regulations allow 14 days for a reimbursement to be made after the returned goods are received by Us. If You chose a type of delivery other than the least expensive type of delivery offered by Us the maximum reimbursement of Your original delivery charge will be Our lowest delivery charge. We will not collect any goods from You. The goods must be returned by You (at Your expense)... ...We will not accept a returned item without a unique RMA number displayed on the address label, which We will allocate to Your specific return. We are an internet only reseller. We do not advertise anywhere other than on the internet. It is therefore reasonable to assume that a purchaser will have access to an email address. Your RMA number will be advised by email only.. ..Return instructions will be included with the email.”

Returning your purchase (International and business customers)

Please contact us by email to discuss any issue you may have with your purchase. We will not usually accept International and business returns unless the item is genuinely faulty.

Faulty goods

Goods found to be faulty after 14 days - please email us with full details of the fault(s). Do NOT return anything unless we have issued return instructions along with a unique RMA number (RMA = Returns Material Authorisation).

Returns: Additional information and troubleshooting

Before returning anything we request that you contact us by email. We will then issue a unique returns number via email along with specific return instructions. It is also useful for us to know if you are returning an item as faulty and whether you require a refund or an exchange. We cannot accept returned products delivered personally.

"Not contacting us in writing (or not contacting us at all!) is the primary cause for any issues with returning products. It is quite simple - if we have issued a returns number to you we will be expecting the return of your order at a specific address via a signed for service."

The following FAQs will usually only apply if:
1. you have not read the despatch email which we send before orders are received
2. you did not read the information on the basket pages whilst purchasing
3. you did not read the Terms and Conditions which were also on the basket page

The full EU law to which we must comply is 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013'
This European law has been implemented by the UK Government and it can be read in full here: http://www.legislation.gov.uk/uksi/2013/3134/contents/made

If you have any questions or queries regarding any aspect of the returns policy please email us or use the online form on our contact us page.

Page last updated: 16th October 2018

BlueChart Deliveries

Garmin BlueChart orders are despatched at 3.00pm on Monday, Tuesday, Wednesday, Thursday and Friday. We need to receive your BlueChart order on those days by 1.00pm. When possible we may despatch orders received after that time. No BlueChart orders are despatched after 3.00pm and no orders are despatched on Saturday or Sunday.

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