PointMaster Terms and Conditions

Or call 0845 116 0284 *

Point Master (UK) Ltd - Our terms & conditions of sale

Before you make a decision to purchase from us, we would like you to be aware of our terms & conditions. Please be sure to read this page thoroughly as it contains important information about your rights.

These terms and conditions apply to all purchases made by you; the customer, from us; Point Master (UK) Ltd.

Customer service
We are committed to total customer care and abide by the principles of the consumer protection regulations for distance selling. Should you need to contact us please send us an email, use the contact form on this website, call our customer services line, or write to us directly. We will endeavour to get back to you as soon as possible.

Contacting us
You can email us at [email protected] or you can use the "contact us" form on this website. If you wish to speak to us by telephone, please call +44 (0) 208 133 5396 or 0845 116 0284*.
If you want to write to us, please send your letter to: Point Master (UK) Ltd. Oliver House, Station Road, Great Chesterford, nr Saffron Walden, Essex CB10 1NY

We aim to despatch our products on the same day (for orders placed before 4pm) or on the next working day, after having received a "cleared" payment. On occasion we will not be able to guarantee a delivery date; however, we will make every reasonable effort to ensure that goods are delivered within a reasonable timeframe of being ordered. Products that are despatched by our nominated carrier may require a valid signature as proof of delivery (POD), and are subject to their terms & conditions of trading. Please contact our customer services team via email if you require confirmation.

United Kingdom & Northern Ireland
We aim to deliver to your door within 1-2 working days. Please allow additional time (up to 5 days) for your goods to arrive. We deliver to all UK addresses with a postcode, including Northern Ireland. & the Channel Islands.

European Union
We aim to deliver to your door within 10 working days. Delivery times are governed by the carrier in the destination country, and for this reason, may be subject to delay. We deliver to all countries within the European Union.

We aim to deliver to your door within 10 working days. Delivery times are governed by the carrier in the destination country, and for this reason, may be subject to delays and/or customs clearance. We currently ship to The United States, Canada, Australia & New Zealand. Please contact our customer services team via email if you require confirmation.

International Security
Due to the ongoing international security challenges we face as a global community, additional checks and investigations on international parcel shipments, may increase delivery times to your destination country. Whilst we support the effort involved, we ask our customers to be prepared to allow additional time for goods to be delivered.

All orders are accepted subject to stock availability. When your entire order cannot be fulfilled within the stated timeframe, we will contact you to inform you of this. We may send part of the order and then send the remainder of your order as soon as the stock becomes available.

If the goods ordered are out of stock, we will contact you within 5 days from the day your order was placed. We will propose a new delivery date. If you do not wish to wait for goods to become available, we will refund any monies due within 7 days of receiving your instructions.

Value added tax (VAT)
(United Kingdom, Northern Ireland & European Union)
The prices quoted on our website, and in promotional materials, include VAT at the current rate of 20%.

Sales and Import Taxes
(USA, Canada, Australia & New Zealand)
The prices quoted on our website include UK Sales TAX (VAT) at the current rate of 20%. International orders shipped to outside the European Economic Area are NOT subject to this charge. Therefore, this amount will be deducted from your order at checkout, and before payment is taken. International buyers should be aware that imported items may be subject to import duty, which will be paid at the rate determined by their country. Please check the tariffs & import values with the tax authority in your country. Point Master (uk) Ltd, will not be liable for the payment of these charges.

For VAT refunds (where applicable), please contact our customer services department on +44 (0) 208 133 5396 or 0845 116 0284*. Alternatively, you can email us at [email protected] We will contact you as soon as possible.

Ways to pay:

Point Master (UK) Ltd customers must be 18 years of age or over. You will be asked to provide your personal details. It is your responsibility to ensure that the details provided by you for the purpose of ordering products from us are correct and that you have the necessary credit limits and/or authority to use the credit or debit card you present to us.

Via the internet (UK, EU & Worldwide)

Visit the online shop on our website https://www.pointmaster.co.uk. We currently accept: Visa & MasterCard Debit or Credit Cards, And PayPal as payment methods online. We do not accept American Express, or other forms of payment digitally. Payment is taken in £ (Pound) Sterling.

We have a ceiling limit on the order value that can be accepted when ordering through our website. For security purposes we are not able to advise what this is. If you experience any problems when placing an order online then contact our customer services team at customer [email protected] We will contact you as soon as possible.

By post (UK Only)

Please fill in the mail order form and enclose a Cheque / Postal Order for the correct amount, including postage & packing. Cheques and Postal Orders should be made payable to Point Master (UK) Ltd. Please send your payment to: Point Master (UK) Ltd. Oliver House, Station Road Great Chesterford, nr Saffron Walden Essex CB10 1NY. Please DO NOT send credit card details by post.

Cheque payments usually take 5 working days after processing, before payment is deemed as "cleared".

*Please ensure that if you pay by phone, or online using a debit or credit card, that the address that you provide as the “Billing Address” is the same address that your card is registered to. This is an anti-fraud measure put in place for our mutual protection.

Your right to cancel

We offer a 28-day money back guarantee when you purchase from us. You have a right to cancel your order at any time up to 28 days after the day of delivery. Goods returned must remain in perfect condition and returned complete with all original packaging. Please do not use the product then try to return it. Returned goods are checked thoroughly, soiled items will not be refunded or returned without the payment of additional postage, packing and handling fees. Please contact our customer services department at [email protected] should you change your mind or require further information.

Cancellation & returns
Provided the goods are returned in good condition and not used, we will issue a refund within 14 days of receipt of the returned item. Should you wish to return a product to us, send it to our returns department clearly marked:

"PRODUCT RETURNS" Point Master (UK) Ltd. Oliver House, Station Road, Great Chesterford, nr Saffron Walden Essex CB10 1NY.

Make sure that you include a letter stating the reasons for return when sending your parcel back to us. Should you need further advice please email us [email protected] We will contact you as soon as possible.

If you are returning an item because there is a fault with the product, clearly state details of the fault. Goods found to be faulty will be refunded or exchanged (but not both).

Goods must be returned to us at your own cost.

If you are returning a product or products, please ensure they are returned safely in the original shipping and packaging materials.

Statutory rights
To obtain a refund, you must return the goods to us in the same condition as they arrived. So that there is no doubt, anything we say above in relation to returns, does not apply to any claim that the goods do not meet a standard required by law. Therefore if the goods are faulty or were damaged in transit, we will cover the postage costs to return a replacement item to you.

If you have notified us of a problem with the goods, we will either make good any shortage or non-delivery, replace or repair any goods that are damaged or defective upon delivery, or refund you with the amount paid for the goods. This does not affect your statutory rights as a consumer, nor is it intended to limit our liability to you for fraudulent misrepresentation or for death or personal injury resulting from our negligence.

Safety advice
For your own safety we recommend that you read carefully all safety information printed either on the packaging, or in any leaflets that may be included with the product. Never attempt to repair any product yourself as this will invalidate your warranty.

Errors & omissions
Every effort has been made to ensure that the information supplied is correct at the time of going to press. Errors & omissions accepted.

By purchasing products from us, you agree to these terms of sale.

Point Master (UK) Ltd. reserves the right to revise these terms and conditions including prices at any time. We also reserve the right to decline service to any individual customer.

Our head office address is:
Point Master (UK) Ltd. Oliver House, Station Road, Great Chesterford, nr Saffron Walden Essex CB10 1NY.

Privacy policy and GDPR

Any Information supplied by you will be used for communicating with you and for administering your purchases only, and NEVER for promoting additional goods and services to you.

We shall ensure that your information is kept private and confidential. At all times, we shall endeavour to keep such information secure and safe. We shall not disclose your information to any third party service provider for the purposes of cross-promotion.

Point Master (UK) Ltd. has from the outset been pro-privacy. To that end, we will only communicate with you in response to your initial contact. If you email us using the web submission form, our "contact us" page, we shall NOT automatically add your information to an email mailing list.

We ourselves understand how frustrating it can be filtering genuine emails from bogus marketing. To that end, we very much welcome the onset of GDPR - More on this to follow in the coming weeks, where we shall define our data strategy clearly.

You have a right to ask for a copy of the information we hold about you and to have any inaccuracies corrected. To do this, please contact us in writing: by email, or at the address given above.

From May 25th 2018, as GDPR comes into effect, you will also have the right ask us to remove any information that we may hold about you.

Cookie policy

Cookies are small bits of web code that provide tracking and usage information. Many websites gather data about its users, and we feel that this can sometimes transform and modify the user's web experience to an unhealthy degree.

We at Point Master neither agree with, or partake in such behaviour.

Therefore, our website contains only the basic cookie code that helps us maintain our website's performance, and enables us to evaluate and improve. We use basic cookie code provided by search engines and our payment gateway, solely for our internal evaluation and monitoring.


Changes to 0845 numbers

Our older telephone number: 0845 116 0284 is no longer local rate from anywhere in the UK.

Calls now cost 5p per minute plus your standard network rate

Please call us on +44 (0) 208 133 5396 which is our standard UK geographical number.

The Point Master team.