Service Terms and Customer Agreement
At Reel Riff Gear, we believe in clear, fair terms that foster trust and protect the interests of both our valued customers and our commitment to exceptional fishing gear and service. These guidelines ensure a harmonious relationship as we embark on your custom fishing adventures together.
Scope and Application
- These terms govern all interactions, purchases, and services provided by Reel Riff Gear, both in-store at 789 Osprey Lane, Unit 10B, Halifax, Nova Scotia, and through our online platforms.
- By engaging with our custom fishing rod building, artisanal lure crafting, gear sales, repairs, or workshops, you agree to these comprehensive terms and conditions.
Shared Responsibilities
- We commit to delivering products and services of the highest quality, reflective of our artisanal craftsmanship and coastal Canadian heritage.
- Customers are encouraged to provide clear specifications for custom orders and communicate any concerns promptly to ensure satisfaction.
Service Delivery and Performance
Our dedicated team strives for excellence in every rod, lure, and repair. We provide estimated timelines for custom work and repairs, and we keep you informed throughout the process.
- All services are performed with meticulous attention to detail and industry-best practices.
- Timelines are estimates; we communicate any unavoidable delays transparently.
Terms Modification and Notification
Reel Riff Gear reserves the right to update these terms as needed to reflect changes in our services or legal requirements. We will always notify our customers of significant modifications.
- Updates will be posted on this page with a revised effective date.
- For major changes, customers with active orders or service agreements may receive direct notification via email.
Product Warranties and Service Guarantees
Our terms reflect our commitment to quality. Every custom rod, artisanal lure, and repair at Reel Riff Gear comes with clear warranties and guarantees, ensuring your peace of mind and continued enjoyment on the water.
Custom Fishing Rod Warranties
Each custom fishing rod built by Reel Riff Gear is backed by a comprehensive 5-year warranty against defects in materials and craftsmanship. This includes guides, wraps, reel seats, and blank integrity under normal use. Misuse, accidental breakage, or neglect are not covered. Specific details will be provided with your custom rod documentation.
To initiate a warranty claim, please email [email protected] with your rod's serial number and a detailed description, along with photos, of the defect.
Artisanal Lure Guarantees
Our artisanal lures are crafted for durability and performance. We guarantee against defects in paint, finish, and structural integrity for 1 year from the date of purchase. If a lure fails due to a flaw in craftsmanship during normal fishing use, we will replace it free of charge. Surface wear from hooks or fish teeth is considered normal.
Please return the defective lure to our Halifax location or contact us via email for return shipping instructions.
Repair Service Warranties
All repairs performed by Reel Riff Gear are guaranteed for 90 days on the specific repair work completed. If the same issue recurs within this period due to our workmanship, we will re-repair the item at no additional cost. This warranty applies solely to the repaired component or service provided.
Bring your repaired item back to us with your service receipt for evaluation.
Workshop Satisfaction
We are confident in the quality of our educational workshops. If you are not satisfied with your workshop experience, please contact us within 48 hours of completion to discuss a resolution, which may include a partial refund or credit towards a future session. Your learning and satisfaction are our priorities.
Reach out to our education coordinator at [email protected] to provide feedback.
Payment Terms and Delivery Policies
Transparent payment terms and efficient delivery are cornerstones of our service at Reel Riff Gear. We ensure clarity from quote to delivery, reflecting our commitment to transparent business practices.
Payment Methods and Processing
- We accept major credit cards (Visa, MasterCard, American Express), debit cards, and Interac e-Transfer for purchases and services.
- All transactions are processed securely, and receipts are provided for every purchase.
Custom Order Payment Schedules
- For custom rod building and large artisanal lure orders, a 50% non-refundable deposit is required to commence work.
- The remaining 50% balance is due upon completion, prior to pick-up or shipment. Specific milestones and payment dates will be outlined in your custom order agreement.
Shipping and Delivery
- Local Pick-up: Free pick-up is available at our Halifax location (789 Osprey Lane, Unit 10B) during business hours.
- Domestic Shipping: We offer reliable shipping across Canada. Rates are calculated at checkout based on size, weight, and destination. Tracking information will be provided.
- International Shipping: Available upon request. Please contact us for a personalized shipping quote and to discuss customs and import duties.
Returns, Refunds, and Price Adjustments
- Non-Custom Items: Unused, non-custom items can be returned within 30 days for a full refund or exchange with proof of purchase.
- Custom Orders: Due to their personalized nature, custom rods and lures are generally non-refundable once work has begun. Any exceptions are at the discretion of Reel Riff Gear.
- Price Changes: While we strive for accuracy, prices are subject to change. We will always honour the price quoted at the time your order is placed or service agreement is made.
Customer Service and Dispute Resolution
We are dedicated to your satisfaction. Should any concerns arise, Reel Riff Gear is committed to prompt, fair, and transparent dispute resolution, upholding our reputation for trustworthy service and passionate craftsmanship.
Customer Service Standards
- Our customer service team strives to respond to all inquiries within 24-48 business hours.
- We are committed to providing helpful, accurate, and courteous assistance for all your needs, from product information to service requests.
Complaint Handling and Escalation
- Please direct initial complaints to [email protected] or call us at (902) 555-1234.
- If your issue is not resolved to your satisfaction by our initial response, you may request to escalate your concern to a senior manager for further review.
Dispute Resolution and Governing Law
- We aim for amicable resolution. In the event of an unresolved dispute, both parties agree to explore mediation before pursuing legal action.
- These terms and all transactions with Reel Riff Gear are governed by the laws of the Province of Nova Scotia and the federal laws of Canada applicable therein.
Customer Satisfaction Guarantee
- Your satisfaction is paramount. We stand behind our products and services and will work diligently to address any legitimate concerns.
- Our goal is to build lasting relationships with every angler and musician who chooses Reel Riff Gear.