Please read the following before
making your purchase.
TERMS AND CONDITIONS
We want to ensure that your purchase goes as smoothly as possible but
occasionally there may be an unforeseen problem. None of the following affects
your statutory rights. Please telephone (02476 617500) or email
(firstname.lastname@example.org) as your first point of contact.
DEILVERY AND POSTAGE
A delivery surcharge may be applied to the following postcodes: HS, IV,
KA27-28, KW, PA20-49 60-78, PH17-26 30-34, ZE, BT, IM, TR21 -25, & The Isle
of Wight. Please contact us on 02476 617500 before you commit to buy.
of / Returning Freepost & Post items.
Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013 apply to sales to private individuals (rather than business
customers) who purchase items online by either; Auction or Buy-it-Now. The
regulations specify that there is a period of 14 working days from receipt of
the goods during which time the seller must be notified in writing of the
buyers wish to cancel through email, fax or post. This is not the same as
having 14 days free approval. You have a ‘duty of care’ for the goods and the
goods must be returned to us exactly as described in the listing, in the
original packaging, with all original insets, instructions etc. We reserve the
right to deduct an amount from the reimbursement (or charge a consumer) if he
has diminished the value of the goods by handling them beyond what is necessary
(in a shop) to establish their nature, characteristics and function - Regulation
34 (9) from Consumer Contracts 2013.
Furthermore, where the customer has opted for
an expedited or insured delivery service (above our basic one) then this is not
refundable under the aforementioned legislation.
If an item is unwanted, & thus a return is
requested, after the 14 day 'cooling off' period & where the item is
supplied as ‘free post’ we will deduct a 20% restocking charge or an amount
equivalent to the cost of the original postage (whichever is greater).
If you wish to return the goods under this
provision and have notified us by writing or phone, the goods must be sent at
the buyers own cost and received by us within 14 days. There must be no
additional writing or labels (to those stated in the product listing) on the
outside and the goods should be carefully taped up or rewrapped as necessary to
protect the item when they are returned to us. Once returned goods have been
received and checked we will issue a full refund for the item + and original
basic postage costs (doesn’t include any enhanced delivery options initially
Items which cannot be returned include:
Computer software, DVDs or CDs where the product was sealed upon receipt. Items
which cannot be resold for health and hygiene reasons once unwrapped (for
example, body jewellery, mattresses, divans and personal grooming products)
Printer ink cartridges which have been sold as ‘new & factory sealed’ and
have been opened / partially used may be returned but you will be eligible for a
deduction in line with Regulation 34 (9) from the Consumer Contracts 2013 (as described above).
Please note that in most cases
you are responsible for the cost of return carriage, (unless the item is deemed
faulty - see below for full details). For your own protection ensure 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.
Whist we endeavour to offer only top quality
items there may be occasions when the item received is faulty in some way. Any
damage known to us will be described in the listing. Please refer back to the
original listing before raising your concerns with us. On occasion where we
advertise goods which are described as; ‘faulty’ or ‘unchecked customer returns
so must be assumed faulty’ these cannot be returned under this provision.
If you believe on receipt of your item that it
has a fault please first notify us within 30 days of receipt. If you have had
the product for more than 30 days and it has developed a fault please contact
us as soon as possible. In most cases a replacement is offered once we are
satisfied that the fault does not rise from abuse or misuse of the product and
a full or partial refund will only be offered in extreme cases or where the
item, or a suitable replacement, is no longer in stock. This 30 day period is
renewed once a repaired item or replacement has been received.
If we have requested that the item be returned
to us we may ask that the item is returned to us by a specified method. In this
case we will be responsible for refunding to you the cost of postage /
carriage. In this instance, and for your own protection, please ensure that you
are using an insured trackable service to return the goods as we will not be
responsible for loss or damage occurring through transit. If the item has
clearly been damaged in the return transit the item will be returned to you so
that you can make a claim. Once the goods have received back they will be
checked within 48 hours and if we are happy they are faulty as described by the
customer then we will issue the refund + any return postage costs incurred by
We do have a returns / cancellation form
available if you wish. Please call or email us to request one as it is not
mandatory company procedure to offer it but it is your consumer right to have
the ability to request one.
of / Returning Collections
Items can be collected from our depot at
Shilton between 9am and 4.30pm on weekdays. If you wish to collect your item
you must contact us first. Payment can be made via cash, credit / debit card or
Paypal. Paypal payment is offered on all listings including items which are
marked for collection only. If you wish to pay via Paypal and collect the item
please contact us as soon as the payment has been made so the item is not
automatically shipped. When the item is collected, you must bring a printout of
the Paypal receipt. No goods will be released without this paperwork.
Collections cannot be made by third party companies or representatives unless
they can produce Paypal paperwork or pay on collection. Note also that we do
not package ‘collection’ items in any way.
Furthermore, if the consumer uses their own
courier to collect then we must be notified in advance, and, we cannot be held
responsible for any damage done in transit by a courier arranged by the
customers, so any such issues / claims must be taken up with them directly. This
doesn’t affect your consumer rights to return the goods.
If you wish to return a collection
item please contact us first to arrange this. The same rights and rules apply
to the customer as set out above for postal purchases. The customer is
responsible for the costs of returning, whether in person, or by a suitable
courier of their choice.
We are always pleased to receive positive feedback but if you do have
problems please contact us before leaving any negative or neutral feedback.
Please note that we leave feedback automatically.
We follow the automatic program of payment reminders.
We endeavour to respond to questions or requests for other information
as quickly as possible but please bear in mind that we are open between 9 – 5pm
weekdays. If you have difficulty contacting us via email, please telephone on