Customer Services

We offer all our products on a sale or return basis. If for any reason you are not completely happy with any of the products supplied, we will either replace them or offer a full refund providing they have not been damaged or tampered with.

We are happy to pay carriage costs on any defective items. However should you wish to return any item simply because you do not like it or you have a change of mind, the standard carriage charge will apply on its return.

We cannot take responsibility for third party contractors' costs, e.g. boat yards or marine engineers etc. We recommend that you await delivery before employing specialist third party contractors.

You may cancel your order at any time prior to despatch providing you have not placed an order for personalised items or for goods made to your own specification. As credit card payments are not debited until the order is despatched, no refund should be necessary. If payment has been made by cheque, refunds will be made within 10 working days.

Nautical Products is a trading name of Technical Paint Services / Neatcross Ltd. Company No: 1570359.

What is the Nautical Products guarantee?
If you purchase a product and wish to return it for whatever reason, except where products have been tampered with or damaged by the customer, we will exchange or refund it on return. For full details see our returns policy below.

Are all your products available to purchase online?
Yes, our web site contains our complete range of products. Due to ongoing product development and more efficient sourcing of product, Nautical Products reserve the right to substitute or update products with amended or improved products at any time.We are not a retail chandlery so please call ahead of visiting as not all products are kept in stock.

We attempt to be as accurate with online product descriptions as possible. However we do not warrant that product descriptions or other content is wholly accurate, complete, reliable or error free. Product details and descriptions are correct at the time of being uploaded to the site.

We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (this may be after you have submitted your order). We apologies for any inconvenience this may cause you.

How do I order online?
Simply click ‘Buy Now’ whenever you see a product you wish to purchase. You will then be adding that item to your basket. To review the contents of your basket click on 'View Cart'. To place your order, click on the ‘Check Out’ button on your order page. If you are a Registered Customer simply enter your e-mail address and password to retrieve your details. If you are not already registered click on 'Continue Purchase' to register.

Is my online payment secure?
When your order is placed on our website, credit card numbers are encrypted using 128 bit SSL encryption. They are not held in clear text on any website. We do not see your number or store it anywhere. The money transaction is handled by "Streamline eSolutions". Please be advised that the transaction for your order may show as Technical Paint Services (of which Nautical Products is a trading name) on your statement.

Neither Nautical Products/Technical Paint Services nor Streamline will pass your details to any third party.

How do I know you've received my order?
As soon as you place your order you will be sent confirmation by e-mail. A member of staff will check your order by the next working day and send you another e-mail confirmation. Please check your second e-mail confirmation carefully and let us know as soon as possible if any of the details are incorrect. If you do not receive the e-mail confirmation within 2 working days please let us know.

Do you deliver to my area?
We deliver to anywhere within the United Kingdom. For overseas deliveries please contact us for information.

How much does delivery cost?
Delivery for packages up to 7Kilos, by courier to mainland England, Wales and Scotland is £6.90 per consignment. For Scottish Highlands and Islands the cost is £16.44 per consignment. For the Isle of Man, Northern Ireland and the Scilly Isles the cost is £19.75 per consignment and for the Isle of Wight £14.78 per consignment. For the Channel Islands the cost is £23.07 per consignment. VAT should be added to all published charges. Delivery is free on all orders over £150.00 although charges may apply for overseas, flammable or pyrotechnic packages.

Additional charges are levied for flammables, pyrotechnics and bulky items over a weight of 7Kilos. For other areas please contact us. Our delivery charge is a one-off charge per order, no matter how many parcels are involved, provided the entire order leaves us on the same day. We may send small packages via Royal Mail – please contact us for postage costs.

All consignments shipping over 7Kilos will attract a Courier Surcharge for each additional Kilo. These charges will be calculated and applied when you make your purchase. Courier fuel surcharges may apply.

How do I know my order has been despatched?
We will send you an e-mail when we despatch your order with details of the consignment. Provided you have ordered online you can also track the history of your orders by clicking on ‘Order History’.

How long will my order take?
If all the items you have ordered are in stock and we receive your order before 14.00, your goods will be despatched the same day. Orders received after this time will be sent on the following working day. Because some of our products are manufactured to order (such as unique paint finishes or colour matching) or bought in from specialist suppliers, you should allow up to 4 days for despatch. However we will always despatch orders as soon we can, generally within 2 working days from stock. Please let us know if your order is particularly urgent and we will do our best to despatch it sooner, for which there may be a surcharge. Any additional charges will be advised to you before despatch.

What if my products are damaged when I receive them?
We try very hard to ensure that you receive the correct order and that it is in pristine condition. If you do not receive the products you ordered please contact us as soon as possible. In the unlikely event that the product arrives damaged or faulty, please contact Nautical Products immediately; this will be given special priority and you can expect to receive the correct item within 48 hours. For any incorrect items received by you, all delivery charges will be refunded back onto your credit/debit card.

What are your opening hours if I need to speak with someone from your company?
Our offices are open from 8.00am until 5.00pm Monday to Friday and from 9.00am until 13.00pm on Saturdays. We are closed on Sundays. Our telephone number is 01202 290 167. For customers outside the UK, please call +44 1202 290 167. An answer phone is available when the office is closed.

What is your returns policy?
Call us on 01202 290 167. For customers outside the UK, please call +44 1202 290 167. Any product may be returned for a full refund or exchanged for goods of equal value if returned unused and undamaged within 28 days of receipt. If you wish to a return your package, you MUST contact us immediately for a Nautical Products ‘Returns Authorisation Number’ which should be quoted in any communication, including the written correspondence that accompanies your returned order. No cancelled orders or returned products will be accepted without the Returns Authorisation Number.

All returns must be directed to:

Returns Dept.
Nautical Products
The Paint Centre
27 Southcote Road
Bournemouth
DORSET
BH1 3SH

Each returned item must be accompanied by a copy of your original receipt, original packaging, relevant warranties, your contact details and a covering letter explaining the reasons for the return and the required course of action. Please ensure you have included your Returns Authorisation Number.

In the event that the items are faulty, then a replacement item will be sent or the item will be forwarded to the manufacturer (if not produced by us) for resolution. In either event you will be informed of the course of action taken.

Nautical Products will not pay for unwanted goods to be returned. Other goods can be returned by courier or registered post, or we can arrange for collection (collection fee to be paid by customer). We strongly recommend that you fully insure the package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. Nautical Products will not be held responsible for items lost or damaged in transit when being returned.

Goods found to be tampered with by the customer will not be replaced nor will the cost be refunded. These items will be returned at the customer’s expense.

Discounted, clearance or end of line products can only be returned for repair. We cannot refund or exchange damaged goods, books, charts, cut lengths of rope or cable etc and also any goods which have been made to order such as colour-matched paint, personalised items or goods made to a consumer's specification.

Can I cancel my order?
If you choose not to accept delivery because you have cancelled your contract under the Distance Selling Regulations, we shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods, less any expenses incurred by the failed delivery. You must inform us of cancellation (in writing, by fax or by email, but not by ‘phone) within 7 days of receipt of your goods (in the event they were despatched prior to cancellation).

Please take all reasonable care of the goods and return immediately. If you fail to return the goods, we will make a reasonable charge for the direct cost of their recovery. The Distance Selling Regulations do not apply when a customer has ordered personalised goods, goods made to a consumer's specification or items that are not possible to return due to their physical nature (such as an open can of paint).

The Distance Selling Regulations do not apply to business contracts.

Customer Services

Technical Help & Enquiries: 01202 290 167