COVID-19 : We are processing all online orders & manufacturing as normal - Collection of goods not possible.

Terms & Conditions

Terms & Conditions

1 Terms and Conditions of Sale

These are the terms and conditions of sale of Viper Performance who shall be referred to as 'the Vendor'. 
'The Purchaser'is any person, firm, company or organisation to whom the Vendor agrees to sell 'Goods'
and such agreement is called 'The Order'

2 Delivery times / items not in stock

The Vendor will endeavour to ship stock items within 24hrs of receiving the order (during week days)
whenever possible for orders for stock items received before midday.
Payments and orders received after midday will be processed the following working day.

The Vendor will inform the Purchaser of any parts out of stock with an estimated delivery date.  

No cancellations can be accepted by the Vendor for items which are made to order (see section 4)
once the order is processed.  Any order amendement or cancellations must be supported in writing by email.

Part delivery for items on 'back order' or 'Sold out'
Orders for multiple items will be sent together once all the goods constituting a full order are in stock.
However, should the Purchaser wish to receive part of the order and to receive the outstanding goods separately 
once the Goods are in stock,the Purchaser will have to confirm or request this by email. 
The extra postage, packaging and administration costs incurred by the Vendor for each separate shipment request
may be charged to the Purchaser at the current shipping rate. 
The vendor will inform the buyer of the additional Postage & Packaging costs involved and payment will need to be made before goods are shipped.

3 Special Order items / Bulk orders & Lead times

The Vendor normally holds reasonable levels of Polyester Reinforced stock at most times on all popular sizes, shapes, and lengths in Blue and Black and some Red. 
With such a large range of colours, sizes, shapes and specifications it is not possible to stock every part in large quantities, therefore certain items may either be low  in stock, sold our or built to order. 
During busy and peak periods certain popular stock lines may sell out.

Lead times for 'sold out' or 'back order' items:
Although our stocks are regularly replenished within 1 ~3 weeks. At exceptionally busy times you may need to allow up to 4-5 weeks for some stocks to return to normal. For aluminium parts you may need to allow up to 6 weeks if certain sizes are 'sold out'

Lead times For items made to order:
Products which are made to order and subject to our manufacturing average lead time are:
Fluro Silicone hoses, Nomex hoses, OAT hoses, unusual bespoke diameters, bespoke lengths,
bespoke parts, some hose kits, colours other than Blue, Red or Black.
For bespoke aluminium parts, lead times are quoted depending on quantities and design, generally 
requiring a minium of 45 days to build.

For Bespoke Silicone parts and where tooling is required, lead time will be communicated to you 
depending on quantities and design.

We cannot refund bespoke or made to order items once the order is processed (payment is received).

4 Order Cancellations

a/ Cancellation of items made to order:
The following items made to order cannot be cancelled in any case:
Any Nomex, OAT, Fluro hoses, bespoke hoses, custom lengths, or dimaters, special sizes and colours, or special quantities made to order cannot be cancelled once the order is processed and work is scheduled or started.

5 Order Amendments

Orders for items made to order can be amended to increased quantities only and may be treated as a new order.  Revised order quantities may result in a price adjustment. 

The purchaser has a maximum time limit and conditions to make amendments to 'made to order' items as follows:

The Vendor cannot accept amendments to any orders once the work has started or close to being stared where production may have ordered or processed raw materials / cut materials or ordered specific components to make the order. 

6 Retail Prices, Price changes, Special Offers

From time to time it becomes necessary to amend prices.
The Vendor reserves the right to alter or end our special promotions at any time and without notice. Should a price increase take effect during a period where the Purchaser's items are being made to order, then the Vendor will honour the prices in force at time of ordering. Special offers may end or be withdrawn at any time.

7 Payment Methods & Terms

We accept Visa, Mastercard, Maestro, and Electron. We are unable to process American Express cards due to high monthly costs.  Should a card payment fail the order will not be processed, the Purchaser will be notified should this occur.  No order will be processed until a payment is received in full.  The Vendor does not offer any credit terms or differed payment schemes for goods or carriage.

Cheques or postal order:  We are unable to process postal orders or cheques.

Paypal:  Our shopping cart gives you the option to pay by Paypal.

Bank Transfers: 
(BACS) are the prefered payment method for trade orders. (mininum order of 150 BACS payments for retail clients).  The vendor may pass on the 12 bank handling change if a retail purchaser makes a bank transfer from outside UK where foreign exchange will take place.

Cash: We are unable to process cash transactions.

8 Title of goods

Property of the goods sold remain the Vendor's until the Vendor has received payment in full.

9 Delivery Address

The Vendor will only deliver parts to the registered card holders address or registered business address.  The Vendor cannot send (drop ship) to an alternative address (unless agreed) 

10 Delivery & Postage Charges

Postage rates are calculated by total weight, destination, and include packaging materials and handling. There is a minimum carriage charge applied to small orders to cover such costs.
Postage prices are revised from time to time in accordance with postage rate rises made by the Royal Mail or other carriage companies used by the Vendor.

11 Collecting goods

If the Purchaser wishes to collect the goods, this can be arranged ONLY by prior agreement and by appointment time slot.  If the order was placed online, a carriage charge is automatically charged, and cannot be refunded on collection.  No carriage costs will be charged if the purchaser wishes to collect goods ordered over the phone.

12 Damages and Shortages

The Purchaser must inspect the goods on receipt and prior to fitting. 
If goods are missing, damaged or incorrectly supplied, the Purchaser must inform the Vendor of the missing, damaged or incorrectly supplied parts no later than 3 working days from the date of delivery.  The vendor is unable to assist if notification is not received within 3 days of receiving the items. 

13 Incorrect goods Sent by the Vendor

If the Vendor shipped incorrect goods, the Vendor will arrange for the correct replacement according to the original Purchaser's order.

The Purchaser must first return the item received in error to the Vendor within 28 working days of having received the incorrect goods.  The Vendor will NOT send a replacement item until the Vendor has received the returned item originally sent in error. A copy of the original purchase invoice must be included with any returns.

The Vendor will refund the Purchaser the postage costs incurred in returning the incorrect Goods or arrnage collection.  Refund of postage will be limited to a reasonable fee normally associated with posting such goods and in any case not exceeding 15.

Proof of return / tracking and a receipt will be required as proof of amount paid (not required if the vendor arranges colleciton). 

The Vendor will ship the correct items to the Purchaser according to stock levels and lead times at the time of processing.  The Vendor will not replace any goods which have been used or fitted or damaged. All returned goods must be in a 'as new' condition and re-sellable condition.

The Vendor is unable to accept any parts supplied incorrectly after 28 days from the original despatch date.

14 Faulty goods

a/ The vendor will only replace a faulty item with a new item of the same specification,size and colour to the following conditions:

When opening the package received, the Purchaser must inspect the goods prior to fitting.
If the goods are deemed faulty, the Purchaser must inform the Vendor by telephone or email within 5 working days of delivery and describe the fault.  The Vendor will issue the Purchaser a 'returns number ' by email.  The return of goods cannot be accepted by the Vendor without the allocated 'returns number'.  Any goods received without prior authorisation will be quarantined and no action will be taken by the Vendor until the Purchaser has made contact.

b/ The purchaser must include all of the following items with any returned parts: 
- A printed 'returns authorisation' email sent by the Vendor inside the box. 
- A copy of the original sales invoice.
- A full description of the fault.  
- A contact telephone number.
The Purchaser must return the faulty items received to the Vendor with it's original packaging for inspection and re-pack the goods apropriately.

Replacement items cannot be sent to the Purchaser until the Vendor receives the faulty item originally sent with the "returns number". 

Return postage costs incurred to the Purchaser will be refunded once the goods have been inspected and declared faulty by the Vendor and once a replacement part has been shipped by the Vendor. 

The Vendor will endeavour to carry out any refunds within 28 days of the replacement part being shipped to the Purchaser.

c/ Exclusions)
Goods which have been fitted and used cannot be exchanged or replaced,they are deemed as acceptable to the Purchaser. 

The Vendor cannot replace faulty goods which are received any later than 28 calendar days after the Vendor has Emailed a 'returns number ' authorisation.  Once the faulty goods are received by the Vendor, they will be inspected immediately.

The Vendor will only issue an identical replacement in the same specification, colour, shape, material and size if the goods are deemed to be faulty.

15 Returns & Exchange policy

Returning & exchanging unwanted goods:

The Vendor will offer a suitable exchange or accept a return ONLY by prior arrangement for the majority of stock parts only.  The Vendor is unable to refund or exchange any parts ordered in error by the Purchaser if they are one of the following:

Stock aluminium joiners, Made to order bespoke/special parts, special bespoke colours, special non stock bespoke material builds e.g. nomex, OAT, or fluoro hoses, also Hoses that have been cut to custom length from a coil (where less than 10 meters continuous is supplied) such as Fuel Hoses (braided / PTFE / Nitrile / Heater Hose / Vacuum tubing, Ducting in less than 4 meters)

The Purchaser must make sure prior to placing an order with the Vendor that the parts have been correctly measured and that specifications and materials meet the Purchaser's application or requirements. 

Please call/email to arrange a return/exchange. We will confirm the return with a unique "Returns Number"via email.  A printed copy of the returns authorisation/sales invoice must be enclosed and the returns reference number clearly written on the outside of the package.

The Vendor must receive all returned unwanted parts before dispatching the new exchanged parts.   The Vendor cannot exchange or refund any parts without a returns notice enclosed or prior arrangement of return.   This will delay any exchange or refund and potentially invalidate the return. 

Time limitations:
The Vendor will not accept any exchanged goods of any kind any later than 28 days following the original order's dispatch date. Returns reeived after 28 days will be void and refunds will not be processed.

The parts to be exchanged/returned must be posted to the Vendor by tracked delivery at the Purchaser's cost. Alternatively, the Vendor can arrange collection of the goods at the current postage rates charged on the website. The charge for this will be subtracted from the refund.

The Vendor may not necessarily have the parts which will be exchanged in stock at the time of receiving the returned parts. The Purchaser will need to accept that normal lead times may apply for the replacement parts. Parts originally ordered may also be discontinued.

Condition of returned goods:
Any parts returned for exchange or refund must be in 'as new condition'. The parts must be re-sellable, clean, unmarked, undamaged and in original packaging.

The Vendor will NOT accept any returns which are not in the correct condition for example; parts which have been fitted, scratched, crushed, split, bend, distorted, or damaged. The Purchaser will be informed and no refunds or exchanges will take place. 

The Purchaser must therefore make sure that all returned items are appropriately packaged to minimise damage in transit.

Additional Charges:
The Vendor will charge a 3.00 returns fee with any returned parts received to cover the vendors administrative costs incurred in amending the original order and invoice.

A further re-stocking fee will be charged to the purchaser in addition to the administration fee dependent on value of return as per our Returns Restocking rates .

This restocking fee only applies to the original amount paid for the returned items as per the invoice. See fee's list below:

Returned goods value under 100 3 admin fee + 20% restocking fee
Returned goods value under 500 3 admin fee + 25% restocking fee
Returned goods value over 500 3 admin fee + 30% restocking fee

16 Lost packages & goods (UK & Worldwide)

Goods are classed as missing in the post after 21 days weeks following the original shipping date,
please call the vendor for a workable resolution.  No resolution can be offered by the Vendor should the Vendor receive notification of lost goods later than 28 days following the original posting date, therefore the Purchaser must inform the Vendor of any problems NO LATER than 28 days of the original posting date.

For missing packages , the Vendor will make a claim with the carriage company used.
The Vendor will arrange for replacements of the lost goods to the Purchaser. If the Vendor cannot replace the goods originally ordered, the Vendor will refund the goods up the invoice value of such goods and up to the maximum level of compensation offered by the shipping company used to ship the goods whichever comes first.

If the Purchaser opted for an additional Postage Insurance option if requested the refund will be done to the level of compensation offered by carrier.

The Vendor keeps a record of the tracking numbers & postage for all items posted in the UK & Worldwide.

17 Postage

The Vendor will ship goods to most parts of the word as listed at checkout. There are some expeptions where the vendor will not be able to ship to.

Goods sent to the UK
Goods sent to the UK are always generally sent by Royal Mail for lighter, smaller items and orders usually under 2kg, or a carriage company for heavy / larger or more valuable consignments.

Goods sent are insured up to the current value of the carrier's inclusive cover.
Additional optional cover can be taken by the Purchaser to cover losses or damages
which can be separately arranged only at the time of ordering (by telephone or email) only and cannot retrospectively be added once the order has shipped.

Goods sent to Europe and the rest of the world
Goods sent to Europe and the rest of the world are sent by standard 1st class Air Mail for items under 2kg and not insured and not tracked. The Purchaser has the option at time of ordering online to opt for a signed for and tracked service which also offers insurance cover up the carrier's standard compensation.  Goods over 2kg or bulky will either ship by Interlink/DPD/ DHL or Royal mail.  It is advised to take out the cover and tracking option as no refund or replacements will be given if items are missing or lost or damaged in transit if insurance option has not been taken.

The Vendors postage rates are calculated based on total weight and destination and includes Postage fee, recorded delivery fee (when applicable), Packaging materials, Handling and administration at cost price.

18 Non Delivery

The Purchaser shall, in the event of a claim for non delivery of goods notify the vendor no later than 28 calendar days of the anticipated delivery date.  The Vendor will then make a compensation claim to the carriage company used where possible. 

The Vendor will not send or replace goods until at least 28 days following the original date of posting has lapsed to allow for slow or lost parcels to turn up.

19 Specifications and Performance

Specifications and other descriptions issued by the vendor in connection with the goods are intended to be as accurate as possible. Specifications could on occasions vary and should this happen, the Vendor will ensure the Goods sold and supplied are fit for purpose and of similar quality. 

Since Goods are used in many locations and many purposes under varying conditions of operation, the Vendor cannot accept liability for failure to obtain any stated performance or Technical Data.

20 Warranty

The Vendor accepts no liability in respect of failure to supply or other interruptions caused by matters beyond the reasonable control of the vendor, including but without limitation, strikes, lockouts, goverment restrictions, civil disputes, acts of God, war or actions by third parties, or carriers failure to deliver on time.

No liability is accepted by the Vendor when the Purchaser has attempted to modify or install Goods supplied by the Vendor where it is known to the Purchaser that the part or Goods supplied are incorrectly supplied, faulty or not in accordance with the Order.

The Purchaser must comply with all industry recommendations and instructions relating to installation and use of the product concerned.

The Purchaser fully accepts that any personal or third party mechanical or financial losses resulting from inappropriate installation or use, ware and tear, misuse or abuse cannot be accepted by the Vendor.

The Vendor will trust that the Purchaser is fully aware of the application and considered the engine working pressures, temperatures, has selected the suitable materials and has measured the required sizes correctly before placing the Order.

The Purchaser must inspect the goods prior to fitting the goods.

Since goods are used in many locations and many purposes under varying conditions of operation, the vendor cannot accept liability for failure or mechanical damages or to obtain any stated performance, nor can the Vendor accept liability directly or indirectly for any loss of life, injuries or material damages in the unlikely event of product failure.  

The Vendor advises that the Purchaser should routinely inspect hoses, and fittings to make sure they are operating correctly.

21 Terms Of Sale

Both Vendor and Purchaser agree to the terms and Conditions of sale and are bound by the conditions as soon as an Order is placed and payment is received by the Vendor.

Brands that trust Viper Performance:

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