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YD 19/20

Cambridge United FC Ticket Office and CUFC On-Line Shop Terms & Conditions

Terms and Conditions of Sale including Delivery, Refund and Returns and Privacy policy.

The following terms and conditions apply to all orders for the purchase of goods from the CUFC Online Shop. 
There are both specific and additional Terms and Conditions associated with the purchase of Matchday, Season or Event Tickets and different service/booking fees applied. These are detailed below in Section and should be read in conjunction with the General Shop Terms and Conditions of Sale and where appropriate will take precedent over the General Shop Terms and Conditions.

You can print a copy of these Terms and Conditions for your future reference. 

Sale of Matchday Tickets/Season Tickets/Event Tickets -Terms and Conditions

These Term and Conditions apply to Match Day Tickets, Season Tickets or Event Tickets Sold On-line via the CUFC On-line Shop and should be read in conjunction with the General CUFC Shop Terms and Conditions.

a)  If you have chosen the Collection Delivery Method ID your 
Invoice/Order Confirmation and Unique Reference Number together with an a form of ID from the list below must be produced at ticket collection 
  • Photo Driving License
  • Valid Credit/Debit Card
  • Utility Bill
  • CUFC Season Ticket/Membership Card
  • Student Photo Card
b)    If you have bought a Concessionary** Ticket please ensure you bring proof of entitlement in addition to the above.

** Concession refers to Senior Citizens (63 plus), Students (NUS card holders in full-time education) and 18-21Year Old's
Junior U'srefers to members of the Junior U's.

c)   All Tickets are sold subject to the current rules governing ticket purchases as published by Cambridge United Football Club Ltd.

d)   Each Ticket may carry a booking fee to cover Processing and Handling Costs.

e)   Tickets are for sale to Home Supporters Only unless otherwise stated and available to Away supporters on the website. Any away supporters who have purchased tickets in the incorrect areas of the ground will be refused entry or removed from the stadium. No refunds will be given.

f) We reserve the right to withdraw tickets from sale at any time and for whatever reason.

g)  Once purchased no refunds will be given.
In the event of cancelation or postponement of a match/event tickets will be valid for the rearranged match/event or can be exchanged for an alternative match/event where tickets have the same face value. (This does not affect your statutory rights).

General CUFC Shop Terms and Conditions

1.   Our Contract with You

If you place an order online to purchase a product from the CUFC On-Line Shop we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we deliver the product to you. Any products on the same order which we have not delivered to you do not form part of that contract.

2.   Description of the Goods

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

3.   Availability

The supply of goods from this website is subject to availability and it is not always possible for us to inform you at the time you place your order whether the goods you want are still available for purchase, although whenever possible we will endeavour to let you know if they are not available or temporarily out of stock. In the case of orders accepted where stock is unavailable we will email you to advise you, and to ask if alternative product may be sent or if a refund may be given.

4.   Delivery and Delivery Charges

Orders delivered to UK addresses may be charged at a postage and packing rate based on the calculated weight of the goods you order and the corresponding Royal Mail/ParcelForce charges current at the point we receive your order.
Alternatively delivery costs may be (or contain) a fixed amount appropriate to the item/s being purchased. The Delivery cost charged may include an additional handling and packing fee appropriate to the item/s being purchased.

Orders dispatched using signed for, guaranteed delivery, or posted to addresses outside of the UK will incur additional postal charges.

A number of differing carriers may be used, some arranged through third parties. Orders will be charged according to the delivery option chosen by the customer at the checkout but additional service fees may be added for enhanced or different delivery options as notified by the customer when placing the order.
This may include services such as special delivery, signed for delivery, and next day delivery or customer collection. These services may carry an additional fee. Any special services required not covered by the checkout options must be agreed by email or by phone with the CUFC Shop and paid for in full before the goods are dispatched. Please contact us at contact@cambridge-unitedshop.co.uk before placing your order and we will advise if your request is possible and if there are any additional costs.


We aim ship items all orders within five working days except where otherwise stated, and subject to stock availability.
If  orders are unable to be dispatched within seven working days of  receipt of order we will email you to let you know.

Whenever possible we aim to ship
-orders received before 12pm (weekdays)  the next working day
-orders received after 12pm (weekdays)  within two working days 

The CUFC Shop cannot be held responsible for delays or losses caused by the postal system. If your goods fail to arrive, please contact the CUFC Shop on info@cambridge-united.co.uk 
We cannot issue a refund where goods are lost by third parties.

Where a local posting service is used by the CUFC Shop proof of posting will be obtained and retained. This will be made available and be conclusive in the case of any disputes. 

Overseas Delivery

Orders will only be delivered to addresses outside the UK where a postage and packing rate has been requested by the customer and paid for in full, before the goods are dispatched. Some special delivery services may be available on enquiry. The CUFC Online Shop reserves the right not to accept orders for some overseas destinations at this will be at its sole discretion.

4.  Cancelation and Returns

Returning Goods

We hope that you're pleased with your purchase from the CUFC Shop, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you. 
You should always email returns@cambridge-united.co.uk before returning any goods with the details and reason for return.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). 
We reserve the right to inspect the goods and verify any fault(s) and/or any damage.

Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Where any faulty goods are to be returned to us then please ensure that you read the section "Packaging Goods for Return"

Goods Become Faulty During Use
If your goods become faulty after delivery you can contact us directly at returns@cambridge-united.co.uk if the goods do not conform to the contract made between us.

Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Where any faulty goods are to be returned to us, then please ensure that you read the section "Packaging Goods for Return"

Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us as soon as possible and in any event within 5 working days with details of the damage. You can email returns@cambridge-united.co.uk  This will help us considerably in raising the matter with our appointed courier.
Where any faulty goods are to be returned to us, then please ensure that you read the section "Packaging Goods for Return"Once the damaged goods have been received back then we will replace them or, at our discretion, issue a refund.

Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then please contact us as soon as possible, and in any event within 5 working days, with details of the problem. You can email returns@cfushop.co.uk

If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that (a) the goods have not been in your possession for more than 7 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and (b) you tell us by email to contact@cambridge-united.co.uk that you wish to cancel your order or complete the cancelation form on the CUFC Shop home page. 

We will acknowledge your cancelation by email within 5 working days and provide you with an address to which you may return the items.
You will be responsible for returning the goods to us at your own cost. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. 

If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund). 
If you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods.

You will receive a refund via your original payment method as soon as reasonably practicable  but no later than 30 days after the cancelation of your order has been received by us in writing and our receipt of the returned items.

Packaging Goods for Return

In all cases where goods are to be returned to us, then please read and follow these guidelines

Please note that it is in the interest of all parties to ensure that any faulty goods being returned to us are sufficiently packaged to protect against loss and/or damage during carriage, handling and/or sorting. Therefore, when you intend to return any faulty goods, we strongly recommend that you do so in their original packaging (assuming that the original packaging is not damaged).

Where it is not possible to use the original packaging, then we would be most grateful if you would package and cushion the goods to provide protection against any reasonably predictable shocks, puncturing, scratching and/or damage that may occur during carriage, handling and/or sorting, although we accept that you do not have an obligation to do so.

Where we have agreed to collect the goods from you, then our appointed carrier shall be entitled to inspect the quantity, condition and the packaging.

Returns from Overseas
We are unable to offer any return or refund for any reason for any items that are dispatched to destinations outside of the UK . We will endeavour to address any issues or problems wherever we can, but this may not prove economically viable for either party.

5.   Complaints

 If you need to raise a complaint please contact the CUFC Shop at complaints@cambridge-unitedshop.co.uk

6.   Privacy Policy

When submitting your order you are agreeing to the purchase of goods and to allowing CUFC to use your personal data for the purpose of supplying the goods.

The privacy policy below sets out how CUFC On-Line uses and protects any information that you give CUFC On-Line when you use this website.

CUFC On-Line is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

CUFC On-Line may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • Name and payment details
  • Contact information including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • To process your order and obtain payment
  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests

7.   Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

8.   Losses

We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss even if the loss was reasonably foreseeable to both you and us when you commenced using the website or when the contract for the sale of goods was formed. However, the CUFC Shop does not limit in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or willful misconduct.

9. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our website, policies, and these Terms and Conditions of Purchase at any time. You will be subject to the policies and Terms and Conditions of Purchase in force at the time that you use the website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

9.   Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

10.   Governing Law and Jurisdiction

These conditions are governed by and construed in accordance with the laws of the England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts. 


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