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
standard items
If you do not like an item purchased from our online catalogue, for whatever
reason, return it to us within 7 days of the delivery date together with the
original packaging and we will either exchange the item or give you a full refund
excluding delivery charge.
We make every effort to describe products accurately. While we cannot accept
liability for errors or if slight variations in the actual goods occur, we will
provide a full refund if you are dissatisfied. We cannot be held responsible
for the cost of return postage or delivery, due to our discounted product prices.
engraved or made to order items
Items which have been engraved or made to order cannot be cancelled or refunded.
For goods that are damaged we will either exchange them or provide a full refund. This is within the 14days of receipt of product
This does not affect your statutory rights as a consumer.
We accept no liabilty for damage to items when engraved by outside partys
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 our Customer
Services department by clicking here.
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.
Terms and Conditions
shipping
* The shipping cost will be calculated and displayed automatically when you
select the appropriate country after placing an item into your basket.
* Typically we despatch within 3/5 days of receipt of order, though this timeframe
depends upon the products availablity.
* Upon receipt of your order we will contact you to inform you of the availablity
and expected delivey times.
engraving
* 1-5days (sooner for express items) or longer in busier times after an order is placed we send out a pdf proof of the engraving by email for you to approve, if this proof is not responded to within 3-5 Days we send a text message to your home or mobile informing you to confirm the engraving proof.
* If after 7-10 days you have not approved the engraving proof we engrave the item and deliver the item to your address. We do not accept reponsibility for late delivery or engraving errors if an engraving proof is not confirmed by the customer.
* Unfortunatly we do not accept liability for the damage or loss of customer items placed with us for engraving.
faulty goods
* You must notify us of any damage, fault or shortage with 7 days of receipt
- 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.
* Returned goods must be in thieir original condition and packaging.
* You are responsible for the cost of returning goods.
* If the goods are returned due to a fault (see warranty), then we will bear
the cost of carriage.
* All products have a 14 day money back quarantee unless they are engraved.
* We will consider excepting returns after the 14 day money back guarantee subject
to a restocking charge of 20%.
* All refunds will be authorised following receipt and inspection of goods at
our warehouse in Newcastle. All Refunds will be less any original shipping
charges or restocking charges that may be applicable.
* We reserve the right to refuse a refund if the above conditions are not met.
further reading
Statutory Instrument 2000 No. 2334 - The
Consumer Protection (Distance Selling) Regulations 2000
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