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| Returns &Refund Policy Terms and Conditions |
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CARDCRAFT-UK TERMS AND CONDITIONS - RETURNS & REFUNDS
INCLUDING YOUR RIGHTS UNDER THE DISTANCE SELLING REGULATIONS
RETURNING GOODS WITHIN 7 DAYS
Items can only be returned, within 7 working days of receipt of the parcel, providing, the item and the packaging are in as sold re-sellable condition and the item has not been used and CardCraft-UK have received from the customer a written request to return the item within the above mentioned period. We will provide a returns number and a returns address. All returns will be at the customers expense, customers should receive proof of posting for any item posted to us as an item cannot be accepted as received until it is delivered to the returns address provided.
You are entitled to open a packet providing it is not sealed, to look at it but you must not use it. Any item returned under the conditions mentioned here must be 'as new', 'including packaging', all returns must include all accessories and any 'Free Gift' received with it.
If the item has a seal, for example a CD, DVD, software or other item the seal must not be broken, if the seal is tampered with in any way the item cannot be returned.
RETURNING DAMAGED/FAULTY GOODS AFTER 7 DAYS
If a customer considers an item to be faulty, the customer should first telephone customer services to discuss the fault.
Most faults can be sorted over the telephone, they may not be faults, sometimes it is getting used to using a new item or using items incorrectly, the customer may be
asked to email or telephone the company direct who have technical people to deal with the issues raised.
The customer should also put in writing what they feel is wrong with the product and include their name, address, telephone number, invoice and returns number and a brief description of the considered fault.
If after discussing the situation by telephone with CardCraft-Uk or the suppliers technical people it is considered there may be a fault,
the customer should return the item to the returns address that will be provided, including everything that came with the product, including any free gifts, accessories, etc.
RETURNING GOODS
Returns under this guarantee must be made at the customers expense, which is not refundable, using a trackable courier and should be insured for the purchase cost. CardCraft-Uk cannot be held responsible for loss in transit or uninsured returns. Please ensure the parcel is packaged well to prevent damage in transit.
If the return postage cost is greater then five pounds the customer must inform CardCraft-Uk in writing prior to returning the item,
is some cases, especially machines or heavy items we could be able to have the items returned and save you money. If a refund is made the shipping cost we are charged would be deducted from the total amount.
If CardCraft-Uk are not notified in writing and a refund has to be made the amount refunded will be the amount CardCraft-Uk pay not the higher amount a customer may have paid.
Any item repaired or replaced under guarantee will be re-delivered at CardCraft-Uk expense.
Under the Distance Selling Regulations, the customer has a 'Duty of Care' for the product. Items cannot be returned if used or if the item or the packaging is damaged, torn, cut to get into or similar.
Any item returned in the Statutory Period allowed by law, is providing, the item and the packaging are in as sold re-sellable condition and the item has not been used
and CardCraft-UK have received from the customer a written request to return the item within the above mentioned period and they have received the appropriate Returns number and returns address to send it to.
We suggest customers obtain proof of posting for any item posted.
SUPPLIERS HELP AND SUPPORT
To be able to provide the best support possible, we may refer customers to the manufactures who have trained staff to give the highest level of support that may be needed.
ProvoCraft have now set up a help service which can be accessed by contacting them between 2pm and midnight, weekdays, on 0808 101 7032.
This is a local call number from a BT landline. ProvoCraft have set up their help centre for all enquiries including those under the guarantee.
They will provide help and support as they consider necessary and supply parts or new machines if after discussing the problems with the customer they consider necessaery under the guarantee.
With ProvoCraft ALL enquiries must be direct with them. For other products please contact us where help is needed, our staff are trained for most products we sell but if additional technical support
is considered needed customers may be asked to contact the supplier direct. Products are becoming more advanced and in some cases linked with computers that may raise other issues that may not be related to the product purchased,
referring customers to suppliers technical support allows us to offer the best service possible from people with a much higher level of expertise and knowledge of their products, this also saves time with problems customers may experience if we have to conact suppliers, wait for replies and then confirm what suppliers have advised.
ITEMS WITHIN THEIR GUARANTEE PERIOD
If an item is considered to be faulty and is returned for testing following the procedure above the item will be tested by a person knowledgeable for the product.
If the result is not conclusive the supplier may have to be contacted and the items may have to return to the supplier for further testing.
If an item is found to be faulty it will be repaired or replaced under the guarantee and will be returned at no cost to the customer,
if an item is found not to be faulty it will be returned to the customer at their expense.
If a replacement item cannot be provided the customer will be refunded the cost of the item providing all accessories sold with the item are returned
in 'as sold', 'resellable condition' and item not in this condition will be deducted from the total item price when refunded.
REFUNDS
Any refund made to the customer will take into account any discounts given at the time of purchase and any items not returned that should have been returned. Refunds when authorised are refunded within 30 days. This is inline with the requirements of the Distance Selling Regulations.
STANDARD OF SERVICE
The same high standard of service will apply as our customers over the years have received and have come to expect. Thank you everyone for your continued custom we look forward to serving again and again in the future.
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