WEBSITE TERMS & CONDITIONS
These are the terms and conditions on which we supply products to you. Please read them carefully
Who we are: Company Information
inov-8 is a trademark of Inoveight Limited A company registered in England & Wales, Company number: 4195383 VAT registration number: GB 135 530 729 Registered office address: Inoveight Limited, 12B Beechburn, Prospect Road, Crook, County Durham, DL15 8RA, England.
Registration on our website
When you place an online order through the site, you will be requested to provide personal and card payment details. As part of the online transaction, we will perform a fraud credit check via our payment provider Stripe. By submitting a payment through the site, you are granting permission for us to carry out such checks via Stripe as required. You will receive an email to confirm that we have received your order. If you have a problem processing your payment online or are not certain if your payment was successful please call Customer Services. Orders on the site are subject to the required stock availability. Items added to your basket on the site will not be reserved for you, and are available for sale to other customers browsing the online store at the same time. It is not possible to place an order for an out of stock product. You can however express your interest in an item that is not available by using the inform me email link on the product page. You will then receive an email as soon as the item becomes available in your chosen size and colour. When you have placed your order via the site, stock will be reserved for your purchase. However, sales will not be finalised and a contract will not be formed between us until the order dispatches from the warehouse, and payment is successfully taken. Please note that we only deliver to the UK, USA and countries in the EU.
Amending or Cancelling an Order
If you have any concerns about an order you’ve already placed please contact Customer Services. Please note that once an order has been placed inov-8 are unable to amend it. Items must be returned to be amended, whereby the original order will be cancelled and a new order placed for the amendment. If you purchased your goods in the EU you can cancel your order under the Consumer Contracts Regulations and more information can be found in these Terms and Conditions under Order cancellations below.
All site pricing will be shown in local currency where available on the order pages when you place your order. Payments are currently accepted in the following currencies only: British pounds (GBP) and US dollars (USD) and Euro (EUR). Orders can only be placed in the currency relating to your shipping country, and we are unable to offer alternative currency pricing to any customer. Our shipping / delivery rates are below.
All UK & EU pricing is shown inclusive of tax, and orders in the Channel Islands will have this tax removed from their order total at the checkout, once a valid delivery address has been confirmed. 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. US pricing is shown exclusive of sales tax, and sales tax may be added at the checkout, once the delivery address has been confirmed. You may have to pay import duties or sales taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance, however, in the (hopefully, unlikely) event that you do incur US import duties or fees, then please provide us with proof of payment and the customs paperwork to show that the charges relate to your purchase, and we will gladly reimburse you. All US dollar prices exclude value added tax. Local import duties may be payable by the recipient on receipt of the order.
Errors and Omissions
It is always possible that, despite our best 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 resolve this directly with you. 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 unmistakable 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. We reserve the right to cancel any order if the product is no longer available. No compensation will be paid in such cases but customers will be notified and reimbursed for the full cost of the order if payment has been taken by us.
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.
When you become responsible for the goods.
Products will be your responsibility from the time we deliver the product to the address you gave us or you collect it.
Duty Delivery Paid (DDP)
Pricing in the following territories is inclusive of duty and tax: UK Orders in these territories will be sent duty paid, meaning that no further import duty or tax will be payable after the order has been placed on the site.
Sale pricing adjustments
From time to time, inov-8 will run discounted pricing on specific items as part of a sale or promotion. Subject to the sentence below, inov-8 is happy to compensate the difference between the amount paid and the discounted price, if the item was purchased within 14 days of the commencement of the specific discount. Please note that we are not able to offer any refund if the same item (inc. colour/size) is not in stock on the site at the time of the request, or if the item was originally purchased at a discounted sale price or we have already provided a price match on the order.
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. The packaging of the product may also vary from any that is shown in images on our website.
Payment & Order Acceptance
We accept the following payment types on our site:
- American Express
- Diners Club (USA Only)
- Gift vouchers and e-vouchers
Payments for all orders are taken on dispatch of goods, and are subject to fraud checks and checks by the card issuer. By submitting your order on our site, you are confirming that the credit/debit card is yours or that you have authority from the cardholder to make the payment. We reserve the right to refuse payments & orders for customers who are not 18 years of age or older. We will process your payments securely via the Stripe payments system, and all payment details will be encrypted. All stored card details will be stored securely on Stripes secure servers. Your payment and order will only be deemed as final and a contract will only be formed between us when final payment is taken on dispatch of your goods. We reserve the right to refuse any payments or cancel orders at our absolute discretion.
Secure Payment Processing
At inov-8, all online purchases take place safely, using the latest internet security technology to protect our customers. We accept orders only from web browsers that can use Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers now support this. The inov-8 website is COMODO RSA assured, which is an independent hallmark and is industry standard security. We use Verified by Visa and MasterCard SecureCode on our website to give you added security when you shop on-line. If you have questions regarding our credit card security policies, please email Enquiries though our contact us form.
E-Vouchers can be redeemed to purchase inov-8 products only online, at inov-8.com. E-Vouchers cannot be redeemed in part. E-Vouchers must be redeemed within twelve months of issue and any unused balance will not be refunded or credited after such time. If the order value is greater than the value of the E-Voucher, the difference must be paid by credit/debit card, or using PayPal. Please look after your E-Vouchers as we are unable to replace them if they are lost, stolen or damaged.
Promotional Codes and Gift Vouchers
If you are using a promotional code please enter it in the promotional code box on the basket page. The discount will automatically be calculated.Promotional codes are for one time use only and may not be used in separate orders or applied to different products in the case of an exchange. If you have an E-Voucher please enter in the checkout page and it will automatically calculate your discount. Once purchased gift vouchers are non refundable.
If you are not 100% satisfied with your purchase you can return it for a refund, provided it is within 30 days of receipt of your order and the item is as new and in the original packaging. All returns for orders must be sent back to inov-8 within two weeks of the refund request being made. We reserve the right to refuse refunds for returned items, which are not in saleable condition.
If you’re satisfied with your items but require a different size or colour, please return the item for a refund and place a new order for the desired item.
Faulty items will either be replaced, repaired or refunded following evaluation by the inov-8 Customer Services team. For the avoidance of doubt, faulty goods are classified as items that are received damaged or develop a manufacturing fault. Items damaged through general wear and tear are not classified as faulty. Faulty items can be returned within twelve (12) months for a replacement or a repair. If neither of these is possible, we will offer a refund. Returns are only accepted for items purchased directly from inov-8.com with accompanying proof of purchase. This guarantee does not cover normal wear and tear, misuse or accidental damage and is conditional upon care instructions being followed. This guarantee does not affect your statutory rights in any way.
If you have purchased your item from a Retailer Partner, you should return the item directly to the Retail Partner where the item was purchased. For items bought with one of inov-8’s Retail Partners, please contact them directly to arrange an exchange or refund.
To initiate a return, simply return the item using the returns slip enclosed with your delivery.
What is “normal wear and tear?”
Normal wear and tear is defined as the wearing down of the sole or upper units of a shoe, while only wearing it for its intended use. Let's say you purchased one of our road shoes and you're a triathlete who logs over 70 miles per week. While most of our road models can get you as many as 600 miles or more during the life of the shoe, chances are, once you've hit that threshold, the shoes have undergone some substantial "wear and tear."
UK/ROW Customer Services
- Email Enquiries through our contact us form
USA Customer Services
- Email Enquiries through our contact us form
Order cancellations under the Consumer Contracts Regulations 2013
For customers purchasing in the UK under the Consumer Contracts Regulations 2013 (“CCR”) you have the right to cancel your order within 14 days after the day you receive (or someone you nominate) receives the order. If you ordered multiple items in one order, and the items are delivered on different days then you (or someone you nominate) have the right to cancel within fourteen days of the day that the last item was delivered. Notice must be given in writing, either by email or by post to:
- Email Online Returns through our contact us form
- By post (UK): CCR Order Cancellations & Returns, Spark Response (c/o inov-8), Follingsby Avenue, Follingsby Park, Gateshead, NE10 8HQ
- By post (USA): inov-8 Returns, 12 Southville Road, Southborough, Massachusetts, 01772, United States
If you cancel your order under the CCR you must send off the goods to us within 14 days of telling us you wish to cancel.
For all order cancellations through the CCR, you are eligible for a full refund including your shipping costs. Refunds will be processed within 30 days of us receiving your cancellation request and will be by the method that you used for payment. However, you need to return your item(s) back to us in good time via a secure delivery service, and items must be returned in good condition.
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.
Exceptions to the general returns & exchanges policy
The GORE-TEX® guarantee is for the lifetime of the product. Normal wear and tear or damage which has been inflicted on the product due to inappropriate use or incorrect care, are excluded from this guarantee. Product life cycle can be defined as anywhere from 6 months and up, depending on the use of the product. REMEMBER, if water makes it over the cuff of the shoe, GORE-TEX® is rendered useless. The membrane is designed to keep out moisture that falls below the top of your shoe. This does not affect your statutory rights.
Intellectual property rights
Usage of the inov-8 site grants you no rights to any copyright or intellectual property rights relating to the content of the site. All copyright is protected under national and international law. Any site content can only be reproduced or distributed with express permission from Inoveight Limited.
We may transfer our rights and obligations under these terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these terms. This arrangement is between you and Inoveight Limited. No other person shall have any rights to enforce any of its terms. 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. If we fail to insist that you perform any of your obligations under these terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
Any changes we may make to these Terms & Conditions in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to these Terms & Conditions.
You can contact us through our CONTACT US page or alternatively call +44 (0)1388 744975. Our office hours are 9am to 5pm (GMT/BST) Monday to Friday.
Governing law and jurisdiction
These Terms & Conditions are governed by English law and you and we agree to submit to the exclusive jurisdiction of the English courts in respect of any matter arising hereunder.
© Inoveight Limited 2016
Last updated: November 2017.