These Shipping Protection Terms apply to the optional Shipping Protection service offered by DeerRun at checkout. By selecting Shipping Protection and completing payment, you confirm that you have read, understood and agreed to these Terms.
1. Nature of the Service
Shipping Protection is an optional value-added delivery support service offered by DeerRun. It provides a dedicated request process and additional support for eligible delivery-related issues after an order has been dispatched.
Shipping Protection is not an insurance product, financial product, product warranty or unconditional guarantee. It does not cover every delivery risk or every order-related issue. Support is available only where the conditions in these Terms are met.
Nothing in these Terms replaces, restricts or waives any statutory rights available to you under applicable UK consumer law. Purchases, returns, refunds, product defects, incorrect items and other ordinary after-sales matters remain subject to DeerRun's applicable policies.
2. Purchase and Cancellation
· Shipping Protection may be added when placing an order. The applicable service fee will be shown at checkout before payment.
· Shipping Protection is optional. You may continue with your order without purchasing it.
· If the order has not been dispatched, you may contact DeerRun to request cancellation and a refund of the Shipping Protection fee.
· Once the order has been dispatched, Shipping Protection generally cannot be cancelled, except where required by law or expressly agreed by DeerRun.
3. Eligible Situations
After dispatch, DeerRun may provide support where one of the following delivery-related issues occurs:
· No tracking information or abnormal tracking interruption: after carrier acceptance, no valid delivery progress is shown for an extended period.
· Lost in transit: the package is not delivered and is confirmed or reasonably considered lost during transportation.
· Damaged in transit: the product is visibly damaged during transportation.
· Misdelivery and unrecoverable package: the package is delivered to an incorrect address and cannot reasonably be recovered.
· Marked as delivered but not received: carrier tracking shows the package as delivered, but you have not received it, subject to reasonable supporting evidence.
Depending on the circumstances, DeerRun may provide a refund, replacement or other reasonable support.
4. Time Limits
· For packages not marked as delivered, with no valid tracking record after carrier acceptance, or with no tracking updates for an extended period, submit your request within 90 days of the dispatch date.
· For packages marked as delivered but not received, damaged in transit or misdelivered, submit your request within 7 days of the carrier tracking status being updated as delivered.
· Requests submitted after the applicable time limit may be declined.
5. Required Information and Documents
To review a request, DeerRun may ask for reasonable supporting information, including:
· Order number and purchaser details.
· Tracking information or screenshots.
· Photos or videos showing package or product damage.
· Carrier confirmation, carrier statement or delivery evidence.
· For packages marked as delivered but not received, a police reference, security footage, neighbour or building-management confirmation, or other reasonable evidence where appropriate.
· Any other information reasonably required to verify the delivery-related issue.
Failure to provide sufficient information may affect the outcome of the review.
6. Exclusions
Shipping Protection does not apply where:
· An incorrect, incomplete or undeliverable shipping address was provided by the customer.
· The package was refused, returned or not collected in time due to the customer's action or inaction.
· The package was detained, seized, destroyed or restricted by customs, law enforcement or another public authority.
· The issue concerns product quality, defects, wrong size, colour, model or item, missing parts, or another product-related issue not caused during shipping.
· False statements, fraudulent materials, duplicate requests, abuse of the service or other bad-faith conduct are identified.
· The request is submitted outside the applicable time limit.
· The issue is not an eligible delivery-related issue under these Terms.
7. Support Options and Limits
If a request is approved, DeerRun may provide a refund, replacement or other reasonable support based on the circumstances.
Unless DeerRun expressly states otherwise or applicable law requires otherwise, the maximum support amount will not exceed the actual product purchase price paid for the affected product(s). Shipping charges, taxes, the Shipping Protection fee, gift cards, coupons, discounts and other additional charges are not included.
Refunds will generally be issued to the original payment method. Replacement timing and delivery arrangements are subject to actual stock and processing conditions.
8. Review Process
You may contact DeerRun Customer Support to submit a request. DeerRun will review the order details, tracking information, supporting documents and these Terms. DeerRun may approve, partly approve or decline the request, or ask for further information before reaching a decision.
9. Fraud Prevention and No Duplicate Support
DeerRun may decline or suspend a request, request further evidence or take reasonable risk-control measures where fraud, duplicate requests, abuse or bad-faith conduct is suspected.
You may not receive duplicate compensation for the same issue through Shipping Protection, ordinary after-sales support, a carrier claim, payment provider dispute or another support channel.
10. Data Processing
DeerRun may process order information, delivery information, contact details and supporting documents for the purpose of reviewing Shipping Protection requests. Personal data will be handled in accordance with DeerRun's Privacy Policy and applicable data-protection law.
11. Availability and Changes
DeerRun may limit, suspend or adjust the availability or scope of Shipping Protection based on logistics capability, risk-control requirements, legal compliance requirements or the circumstances of a specific order. The information displayed at checkout will apply.
Changes will generally apply only to orders for which Shipping Protection is purchased after the revised terms take effect, unless otherwise required by law.
12. Contact Us
For questions or to submit a Shipping Protection request, contact:
· Email: treadmill@pitpatpower.com
· Telephone: +44 0800 048 8422
· UK address: 9 David Road, Colnbrook, Slough, SL3 0DB, United Kingdom
