|
INTRODUCTION.
This document (“the Returns Policy”)
shall apply to the return of
goods (”Goods”) supplied by Zappak UK Limited, whose principal
place of business is Units 10-11 Durham Way, Heathpark Industrial Estate,
Honiton, Devon, EX14 1SQ (“the
Company”), by the person or organisation ordering the goods (“the
Customer”).
The Company’s Returns Policy
is designed to offer an efficient and effective method of returning Goods,
whilst maintaining a high standard of customer service.
To return Goods to the Company
you must first contact the Company to explain the reason for their return.
This can be by e-mail, phone, letter or fax.
No returns can be accepted unless the Company agrees to their return.
Once agreed you will be issued instructions on how they are to be returned.
It should be noted that you are
obliged, by law, to take reasonable care of the Goods which you may return
whilst they are in your possession.
To ensure that your return
request is handled efficiently and with least delay, please read the
following sections of the policy.
PERSONALISED GOODS
“Personalised” Goods refer to Goods that have been customised by the
Company to a specification provided by the Customer.
In
essence this refers to screenprinting, embroidery or heat pressing , where
one or more designs have been applied to the Goods. Such Goods cannot be
returned to us unless the personalisation has not been carried out in
accordance with agreed instruction e.g. :
-
applying the wrong design to the Goods
-
applying the wrong colour of ink or embroidery cotton
-
applying the design to the wrong position on the Goods
QUALIFYING GOODS
The Company does not supply Goods on a “trial basis” and Customers are
responsible for verifying suitability and compatibility of Goods before purchasing. Subject to the other terms of this Returns
Policy, Goods can only be
returned (“Qualifying” Goods) where :
- they
are found to be faulty or damaged upon delivery
-
the
wrong Goods have been delivered
- the
Goods are materially different to the description we have given them
prior to order
- the
wrong personalisation has been applied to the Goods
Colour
descriptions of Goods, and items shown in sales literature including the
Company’s web site, should be taken as illustrative
of colours.
Thus
the Company will not accept the
following returns :
-
where different products have a variation in colour, even
where they are described as having the same colour
-
where different products have a variation due to the nature of
materials/fabrics used
-
where the same product, from different batches, have a
variation in colour or a variation in the nature of materials/fabrics used
-
for an order due to a late despatch/delivery of Goods, unless
explicitly agreed in advance
-
for the whole order, where only certain Goods are Qualifying
The Customer must notify the
Company within 30 days of the Goods having been received of their intention
to return Qualifying Goods. The company will not accept returns after this
period for whatever reason.
No returns shall be accepted in
relation to Goods arising from fair wear and tear, or willful or accidental
damage caused by the Customer, its employees or agents.
Where both personalised and
non-personalised Goods have been received, the Customer shall only be
entitled to return the non-personlised Qualifying Goods.
The
variation to this is where the customer wishes to cancel the order.
ORDER
CANCELLATION
A Customer has the right, under the Consumer Protection
(Distance Selling) Regulations 2000, to cancel the order at any time up to
the end of 7 working days after they have received the Goods, provided that the Company has not personalised the Goods in any way.
Where
an order is made up of both personalised and non-personalised items, only
the latter can be returned under the Regulations.
If a
Customer exercises their right of cancellation for part, or the whole order,
the Customer will be responsible for returning the Goods to the Company at
their own expense (this does not affect statutory rights in respect of
faulty or mis-described goods).
REQUESTING
A RETURN OF GOODS
For any Goods being returned to the Company, the following process must be
followed. Any customer returning Goods not in accordance with this
policy, shall not be entitled to a refund or replacement for the Goods, and
any shipping charges incurred by the Company will be charged back to the
Customer.
-
the Customer will contact the
Company (e-mail, phone, letter or fax), stating the reason it wishes to
return the Goods
-
where accepted, the Company will
issue instruction to the Customer for their return
-
the Company will cover the cost of
returned Goods other than that for a “cancelled” order
-
the Company will either arrange a
collection from the Customer’s premises or provide FREEPOST return details
-
for a “cancelled” order, the
customer must arrange and pay for the return of the Goods themselves
-
the Customer must take reasonable
care to ensure the Goods are not damaged in the meantime, or in transit
-
returned Goods must be packaged appropriately to ensure safe
transit and clearly marked with either the FREEPOST return address OR the
Company’s address as shown at the top of this document.
-
you must include a note of your full name, business name,
address and telephone number to enable us to identify the Goods. Please also
re-state the reason for their return and include the order number, invoice
number and customer number if known
-
where a collection organised by the Company fails due to your
error, the Company reserves the right to deduct from any refund, any
additional direct costs associated with that collection failure.
AFTER
GOODS ARE RETURNED
For an order cancellation, the Company will only consider a refund for Goods
that are received back in pristine condition i.e. in a condition that
would enable the Company to resell them as new. If this is not the case, the
Company reserves the right to charge the full item amount.
Other than for order cancellation, the Company will endeavour to replace
like for like Goods, but if such a replacement is not possible, or the
Customer specifically requests otherwise, the Company will raise a Credit
Note for the items, less any
deductions specified in this Returns Policy.
Statutory
Rights
None of the foregoing shall affect your statutory rights.
|
