WARRANTIES, RETURNS AND DAMAGED GOODS.
We want your purchase to go smoothly, but occasionally there may be an unforeseen problem which needs to be addressed. Please read through the following points as they apply to your prospective purchase. They will help you if anything goes wrong. None of the following will affect your statutory rights in any way.
We will refund or replace any item which fails within a maximum of 7 working days from delivery.
2. Shortages or Damage in transit
You should keep all packaging until you are satisfied that the item inside is undamaged – any claim for transit damage may depend on the packaging being available for inspection. All shortgaes must be notified by e-mail within 48 hours of receipt of package - please check your delivery note before notification - it may be that there is a delay with the production / delivery of the item(s)
3. Regulations 2000
Specify that you have a ‘cooling-off’ period of 7 working days from receipt of the goods during which time you may notify us in writing, by email, fax or post, of your wish to cancel.
This is not the same as having 7-days free approval. You have a ‘duty of care’ for the goods and they must be returned to us in a brand new saleable condition. This means they must be in the original packaging, with all original inserts, instructions, etc. Once you have used, assembled inserted print cartridges etc or mounted the item on the wall you will be deemed to have accepted it and this option will no longer apply.
There must be no additional writing or labels on the outside and you should carefully tape up and/or rewrap as necessary to protect the item on its way back to us. You MUST have our RETURN AUTHORISATION NUMBER before you send the goods back, and you are responsible for the cost of return carriage.
For your own protection, you should make sure that you are using an insured, trackable service to return the goods as we will not be responsible for loss or transit damage that is evident, and reported to the carrier, when the package arrives. We will refund the full price on undamaged items as specified above.
4. Faulty goods
Whilst we endeavour to offer only top quality items, there may be occasions when the item you receive is faulty in some way. In the case of minor damage which we have known about in advance this should always have been described in the original item listing. Please refer back to that before raising your complaint with us.
In all other cases you should contact us first to advise us of the problem. Keep all packaging and refer to the paragraph above for more hints. We will issue a RETURN AUTHORISATION NUMBER and make the necessary arrangements, or (at our option) provide a replacement if available.
In some cases we may ask you to return the item yourself by a specified method, in which case we will be responsible for refunding you the cost of postage/carriage on top of all monies you have paid in advance. Please do not return goods without having contacted us first!
For your own protection, you should make sure that you are using an insured, trackable service to return the goods as we will not be responsible for transit damage that is evident, and reported to the carrier, when the package arrives.
In the case of items returned by post, we may refuse to accept a package if the contents have clearly been damaged on the way to us, and the Post Office will return it to you so that you can make a claim. This is why you should make sure you get a receipt for the item.
5. Late or lost in transit deliveries
When you make your payment we will tell you when your goods will be despatched and tell you when you should expect delivery.
Post: We normally use Royal Mail Second Class Post for items under 750gm packaged weight and Royal Mail Parcels for items above that weight (and up to 2 kilos).
It has been our experience that all posted packages reach their destination, as we package carefully and label clearly. However, there are occasions when items are returned to us as ‘not collected’. So if you feel that your delivery is overdue, the best advice is to contact your local postal delivery office first, to make sure that your package is not being held awaiting contact from you. If the package is not called for, Royal Mail will return it to us and you will have to pay the postage again before we will send it out once more.
We always obtain a Certificate of Posting or receipt for every item we send out. If an item fails to arrive altogether we will initiate a claim with Royal Mail or the Carrier and reimburse you accordingly.