OSEL's Cancellation Policy

OSEL accept order cancellations where goods are in stock, up the point of shipment, without charge. Once shipped though, the order is firm.

For items that are not stocked, such as rebreathers, OSEL currently require a non-refundable deposit. This is because we buy materials and production based on orders. If we decide later that we do not need that production capacity, we still have to pay for it. We buy all material and pay for all material in advance: that is we carry out our international trade, avoiding Letters of Credit and similar instruments. For this reason, OSEL's sales contracts have a deposit to order any item that is not in stock. When we receive your order, we initiate the process that buys the extra material, pay for the capacity, and organise production. If you cancel from that point onwards, the deposit is not refundable under existing contracts. This is in line with the deposit policies in other industries. For example, a car purchase deposit is usually firm, even for cars with much longer lead time than any of our products, and for cars under development where the spec changes - the Jaguar XJ220 went from 12 cylinder to 6 cylinder, but deposits and orders that Jaguar received were still upheld in court.

OSEL have reviewed this cancellation policy and would like to offer a route to enable customers to cancel even those orders that are "built to order", i.e. any order where deposits are involved. This policy change is intended to offer a more customer friendly balance, such that we provide our customers with the ability to cancel so long as OSEL do not have an actual loss as a result: we are prepared to lose the profit on a sale (in practice, we are confident of our ability to resell the items), but it is unreasonable for us to fund expenses caused by customers who change their minds.

The context of this change in policy is entirely customer oriented, and OSEL have had no obligation to make this change: the new product status of the Apocalypse rebreather and its associated items, was made clear from the outset. The delays that have occurred have been shorter than average for new dive products: they are in the bounds of reasonable expectation. We regret we cannot guarantee absolutely a date, but wait to charge deposits until when we have a schedule showing the lead time is 4 months or less: we are still subject to our stake holders in achieving that lead time though - if any supplier or other stake holder is late, then we are late - we do our best.

OSEL's Order Cancellation policy as of 15th May 2009 is:

1. Any order where the item is in stock at the time it was ordered, can be cancelled without charge up to the point of shipment.

2. Cancellations for items made to order or bought to order, between order placement and call down of the deposit, are free of charge and immediate. In some cases, this provides 3 weeks for the customer to cancel without charge, depending on how the deposit is paid.

3. Cancellations for items made to order or bought to order, after the deposit has been paid will be refunded with deduction only of the bank fees actually incurred by OSEL, with the repayment occurring on the date the shipment would have occurred if the order was not cancelled. Essentially, we will put your order into our stock and sell it later. We will fund the cost of the production we incurred for the period it is in stock, and all risks of us holding that stock will be ours.

4. Where a customer cancels an order, it will not be reinstated later: if the customer wishes to re-order, the new order will be at the current prices and current lead times.

5. Cancellations of multiple item orders are limited to five units per one customer.

Customers who cancel twice (two separate occasions), will be deemed unreliable and barred from future orders.

 

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