Aftersales & Returns
aftersales
We are completely dedicated to total customer satisfaction, and most of our new customers are recommended to us by existing customers. We understand we have to provide an exceptional level of service and support for our products, to maintain and develop our customer base.
If you have any questions regarding our service or suggestions for improving it or our products you can call the Customer Services department on contact us during normal office hours.
Returns Policy
If you would like to return an item purchased from our online catalog for whatever
reason, return it together with the
original packaging within 7 days of the delivery date and we will either exchange the item or give you a refund
excluding delivery charge. If the free delivery service was used, we charge you our lowest delivery service fee.
Please contact us for full instructions before returning any goods or returns will not be accepted and no refund will be given.
Engraved or Items Manufactured to Order
* Items which have been engraved or manufactured to order cannot be canceled or refunded.
* For goods that are damaged we can only offer an exchange or replacement.
* We accept no liability for damage to items when engraved by outside parties.
Faulty Goods
* You must notify us of any damage, fault or shortage within 7 days of receipt of the goods
- we can not accept responsibility after this period.
* You will have the option to have your goods replaced, or refunded providing
that the above condition is met.
* We will not be liable for any costs incurred due to faulty goods or delayed deliveries.
Returns Policy
* If you need to return goods for any reason, please contact our customer
services department first and await a response before returning any goods.
* Returned goods must be in their original condition and packaging.
* You are responsible for the cost of returning the goods unless faulty/incorrect.
* We only bear the cost of standard recorded postage with the postal service.
* All refunds will be authorized following receipt and inspection of goods at
our warehouse.
* We make every effort to describe products accurately, however we cannot accept liability for errors or if slight variations in the actual goods.
* Refunds will not include the price of outbound shipping, gift wrapping or gift tags unless returned due to a fault or mistake on the item.
* A Restocking charge of 20% may be applied at our discretion.
* We reserve the right to refuse a refund if the above conditions are not met.
This does not affect your statutory rights as a consumer.
Further Reading
Statutory Instrument 2000 No. 2334 - The
Consumer Protection (Distance Selling) Regulations 2000
Complaints Procedure
Should you have a problem our aim is to deal with any problems you may have
fairly and efficiently. We will do this by monitoring all complaints we have
a system which is:
* Easily accessible and well publicised.
* Is simple to understand and use is speedy with established time limits for
action.
* Is fair with full and objective investigation procedures.
* Effectively addresses all the points at issue, and provides appropriate
redress.
* Maintains our customers confidentiality.
* Provides information to management so that services can be made more efficient
How to Complain: If you feel you have a complaint then please contact us immediately.
You will be informed within 3 working days of our reply to your complaint.
We will explain what actions we intend to take to resolve your complaint.
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