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Terms and Conditions
Welcome to Touchsale Ltd.! By using our services, including website or visiting our store, you agree to comply with and be bound by the above terms and conditions.
These Terms and Conditions are a legal bound between us and you, the customer. No action or provision shall supersede the law or the prevailing Terms and Conditions. Full compliance and adherence to the law and our current Terms and Conditions are imperative and non-negotiable.
Legal informaion.
Touchsale Ltd has brands such as Touchsale, Staytech, Gimmeatee, Prinxel, and will also be called "WE", "US" or referred as "OURS", "US" in this contract.
1. Website Usage
The content of the pages of this website, including but not limited to texts, pictures, videos, links etc. are for your general information and use only. It is subject to change without any prior notice. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose.
We can not be held responsible for any information on the website presented by any third parties (such as ads, forms etc.).
We will not be liable for any damages or losses arising from the use of the website, including but not limited to direct, indirect, incidental, or consequential damages.
Users are prohibited from copying, distributing, or reproducing any content from the website without prior written permission from the website owner.
Users may not use any trademarks, logos, or other proprietary information found on the website without obtaining express consent from the website owner.
Users must not engage in any activities that could harm or disrupt the functioning of the website, including but not limited to hacking, spamming, or introducing malware.
Users are prohibited from posting or transmitting any content that is illegal, defamatory, harassing, or infringes upon the rights of others.
Users agree to the terms outlined in the website's privacy policy regarding the collection, use, and protection of their personal information.
Users are responsible for any files or content they upload, transmit, or share through the website. We will not be held responsible for any viruses, malware, damaged files, or incomplete content transmitted by users.
We reserve the right to suspend or terminate users' access to the website at any time and for any reason, without prior notice.
These terms and conditions shall be governed by and construed in accordance with the relevant laws of the United Kingdom. Any disputes arising under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
Users are responsible for regularly reviewing the terms and conditions for any updates or modifications. Continued use of the website after changes to the terms and conditions constitute acceptance of those changes.
2. Data Protection
We are committed to protecting your privacy and ensuring the security of your personal information. Our Terms and Conditions outline how we collect, use, and protect your data. By using our website, you consent to the data practices described in our policies.
Data Collection: We collect personal information from users when they voluntarily provide it to us, such as when placing an order, registering for an account, or subscribing to our newsletter.
Purpose of Data Collection: We use the information we collect to process orders, provide customer support, improve our products and services, and send marketing communications, among other purposes.
Data Security Measures: We employ industry-standard security measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction.
Data Sharing: We reserve the right to share personal information with third parties when necessary (such as delivery, marketing campaigns made by us or for us (if you subscribe for a newsletter) etc. Third parties may include couriers, our business partners, suppliers of our business, etc. Additionally, we may share data with authorities on request when required by law or to protect our rights or the rights of others.
Ethical Data Practices: We will never share your personal information for the purpose of generating revenue or for any activities that are outside the bounds of the law. Your privacy and trust are of utmost importance to us.
CCTV Surveillance: For the purpose of security and safety, our premises may be equipped with Closed-Circuit Television (CCTV) cameras. The footage captured by these cameras may be used for monitoring and security purposes, and access to this footage is restricted to authorised personnel only. By entering our premises, you consent to the use of CCTV surveillance.
3. Cookies
Our website uses cookies to improve your experience. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of our business.
4. Products, Services and Liabilities
Our products and services are subject to availability. We reserve the right to discontinue or change specifications and prices on products and services without notice.
The products and services pictures, videos or audio are for reference only. The final product or service may look slightly different than the ones presented.
Products and service descriptions shall be accurate and correct. However, from time to time, there might be slight differences between the description and the products or services specifications. We accept no responsibility for any differences, unless in the cases provided by governing law.
The prices presented are accurate. Please carefully read the descriptions and make sure you understand prices before ordering.
A mock-up is an image that we may present to show you what a final product will look like. There may be slight differences between the mock-up and the final product.
5. Pricing
Prices are not inclusive of applicable taxes unless otherwise stated. We reserve the right to modify or discontinue prices, products, and services without notice.
6. Delivery
Delivery times are estimates, may vary, and do not include production times. We are not responsible for delays caused by third-party delivery services or other factors beyond our control.
Delivery prices may be either included in the product or service price, or there might be priced as a different service.
7. Returns and Refunding
We want you to be completely satisfied with your purchase. If you have any concerns about your order, please review our Returns and Refunds Policy below.
1. Return time
1.1. As a general rule and by law, you have the statutory right to return any item(s) purchased online within 14 days from the date you have received it.
1.2. We may, from time to time, apply promotional voluntary return policy, which will include the initial 14 days. If a voluntary return policy applies to your purchase, you will have it on the invoice or receipt. For example: if our voluntary return policy states "30 days return", it means you have 30 days to make a return, which includes the 14 days mandatory by law.
1.3. The voluntary return policy will apply special rules after the statutory 14 days' return time, as stated above.
2. Eligibility for Returns
2.1. To be eligible for a return within statutory time, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and include all accessories, brochures, stickers, flyers etc.
2.2. We will only accept returns for the items purchased from us. It is the customer's obligation to keep any proof of purchase, otherwise the return is invalid.
2.3. If you return under the voluntary policy, the item(s) must be manufacturer conditions: sealed, unused, undamaged etc.
2.4. If the items you have received are defective or different that what you have ordered, rules 2.1 and 2.3 does not apply.
3. Non-Returnable Items
3.1. Several types of goods are exempt from being returned, including (but not limited to): any personalised or custom-made products (such as gift cards, number plates, prints etc.) or items that can't be returned due to hygiene reasons (such as headphones, underwear etc.).
3.2. You can't return any item that has become defective or unusable anytime after delivery due to a customer or any third-party fault.
3.3. We will not usually accept items returned due to customer order errors, however, we are happy to discuss options and find a solution.
3.3. Non-returnable items from 3.1. can be returned only if they were defective or different at the moment of delivery.
4. Voluntary return policy
4.1. From time to time we may apply an extension to the statutory return time, by adding free extra time for you to return an item.
4.2. Our Voluntary Return Policy does not imply any legal obligation on us, and we reserve the right to modify the extended return period at our discretion, with or without any notice.
4.3. We also retain the right to decline returns within the voluntary return period if we suspect misuse, abusive, non-honest or unlawful utilisation of the policy.
5. Return procedure
5.1. To return an item, you must use the designated form to obtain a return authorisation from us, prior to returning any items.
5.2. You can obtain the return authorisation if you visit us as well, but only for the "in-store" orders.
5.3. Once the authorisation is issued to you, you will have a maximum of 14 days to return the item(s). This is calculated from the date you receive the authorisation to the date we receive the item(s) back.
5.4. We understand that sometimes you may not be able to send us the item(s) within provisions from 5.3. However, if this applies, you must contact us immediately within 14 days, telling us the exact date you expect us to receive the item. It will be our decision and discretion to approve or reject an extension.
5.5. The customer is responsible for sending the item back, at their cost, which will then be subject to a refund of “return delivery cost”.
6. Refunds
6.1. We aim to process the refunds as soon as possible, but no more than 30 days from the return date.
6.2. "Refunds" means we will pay back the customer's costs. This can be done by refunding the money in the same way that the initial payment was done, offering replacement items at the same specifications and conditions, or offering vouchers, coupons or discounts in our shop or with our partners.
6.3. We offer refunds for any eligible products or services under this policy. We may also offer a refund for non-delivered products or services. In case a customer has not received a product or service, they must open a return and explain what happened. We will then track the product and find out what happened. We may also investigate with the courier what happened and come to a solution. Our tracking details will count the most. If we can prove the product was delivered, there will be no refund issued. We will also issue no refund for items sent without a tracking number (e.g. 2nd Class services or couriers that don’t have public tracking available) or in cases where the customer is liable for wrong delivery/collection information (e.g. wrong address, wrong office number, another person collects the item in the customer’s behalf etc.).
6.4. The refund method will be discussed with the customer and agreed together.
6.5. Initial delivery refund (the delivery cost we paid to send the order to the customer): we will refund the initial delivery cost if the item is defective or different from the one ordered, at the time of delivery. Even if the item was sent with any “free delivery” option, there is still a delivery cost on our behalf.
6.6. Full item cost: we will refund the full item cost if the item is defective or different than the one ordered, or is eligible under sections 2.1 and 2.2.
6.7. Partial item cost: from the item initial cost, we may deduct any cost if the item is not eligible for return. Example of costs that may be deducted: re-stock fee, unseal fee, item returned with missing accessories etc. The deduction may vary from 10% to 100%.
6.8. Return delivery cost: we will fully refund the return delivery cost, at the lowest price on the market. If the customer personally returns item(s) in-store, no "delivery" costs will apply, regardless of any costs involved (For example, we don't accept liability for any travel costs, time lost etc.).
6.9. Return collection: we may arrange to collect a return from your address. You will have to pay for this service initially and, if eligible, a refund will be offered.
6.10. No refunds issued: from time to time we may refuse to offer any refund. This is usually due to reasons that can't be imposed on us, such as the customer returning an item without authorisation, the customer being at fault for defect or use, the return not arriving to us or products arriving defective or unusable, or when products or services were not purchased from us etc.
6.11. Refunds may also be refused for items that were solely or part of a promotion, discount, free items etc.
6.12. If a customer claims they sent the item to us, but the product didn’t arrived to us, it is customer’s obligation to get in touch with the courier for tracking.
6.13. Final thoughts: please keep in mind the return/refund policy aims to help customers and protect their funds due to the seller's fault. We aim to help you the best we can, but it is not our obligation to do so if our fault can't be found in the situation.
7. Returning items
7.1. To return your product, you must obtain authorisation from our website or via email. Once authorisation issued, you should mail your product to our address, or simply visit our store(s). You will be responsible for paying for your own shipping costs for returning your item. We don’t normally arrange the collection of the items, but if we choose to do so, we reserve our discretion to select the eligible items.
7.2. We can’t guarantee that we will receive your returned item. It is your responsibility to make sure you follow your courier rules, you pack and label the item properly. If we don’t receive the product, you will need to prove you have sent it, and you will need to ask your courier for proof of delivery. If we don’t receive the product(s) back, we will not be able to issue a refund, but the courier will be the only one able to help you.
7.3. We will reject any return that was not approved prior the shipping, according to this policy.
7.4. Missing, incorrect or damaged items: the customer have the obligation to check the order upon receiving. If collected from the store, the customer must check the order before leaving the store. If delivered, the customer must check the order within no more than 48 hours of receiving the order. Any issues such as damages, missing or incorrect items reported after these time frames, will not be considered and no refund or return will be accepted.
7.5. Cancellation, Return or Refund requests can't be opened after the production starts or products/services are in the process of being delivered. If you change your mind about an order, please do contact us as soon as possible so we can try to stop the production.
8. Liabilities and Warranties
8.1. Third parties: We accept no responsibility and liability for any information provided in our name by third parties or for the information we have no control over.
8.2. Loses: We accept no responsibility for any direct or indirect losses or damages incurred by customers as a result of our products or services. Customers are encouraged to review and acknowledge the terms and conditions before engaging with our offerings.
8.3. Product Descriptions: While every effort is made to accurately describe our products and services, we cannot guarantee the exact representation of colours, materials, or finishes. Variations may occur due to production processes or individual monitor settings.
8.4. Delivery Times: We are not liable for delays in product delivery due to unforeseen circumstances, including but not limited to supplier issues, shipping delays, or other external factors.
8.5. Intellectual Property: All intellectual property rights related to designs, logos, and customised content provided by customers remain with the respective owners. We assume no responsibility for any infringements on third-party intellectual property rights.
8.6. Customer Responsibilities: Customers are responsible for ensuring the accuracy of provided information, including but not limited to spelling, sizes, and design details, before approving final proofs. We are not liable for errors overlooked by the customer during the approval process.
8.7. Usage Recommendations: We may provide recommendations for the optimal use and care of products. However, customers are advised to follow specific care instructions and guidelines to ensure the longevity of personalised items.
8.8. Product warranties: We generally offer no warranty or provide limited warranty coverage offered by the manufacturer for consumable products. Consumables include, but are not limited to, wearable items (clothes, footwear, accessories, jewellery), marketing supplies (business cards, banners, signage, etc.), printed objects (3D printed items, business cards, flyers, banners, etc.), engraved objects, wrapping, and similar items.
8.9. Product warranties: For custom articles that include electronics, such as illuminated signage, we offer a standard 1-year warranty. Specific warranty details for such products will be provided upon purchase and may vary based on the manufacturer's terms.
8.10. Customer-Provided Objects: We accept no liability for objects provided by customers for personalisation. In the case of malfunctions or defects arising anytime before, during, or after the personalisation process, we assume no responsibility. This also include no liability is accepted for the final quality or aspect of the product.
9. Complaints and Disputes
9.1. While we strive to provide positive experiences, we understand that disagreements may arise between our decisions and customer thoughts.
Procedure:
Step 1: Customers must contact us within a maximum of 30 days from the incident to file a complaint. The complaint should include details about the order (if applicable), information about the complaint, and the proposed or desired resolution. Customers must also submit any relevant evidence, with or without our request, supporting the complaint, such as invoices, receipts, pictures, witness statements, or other pertinent documentation.
Step 2: Within a maximum of 30 days, we will assess the complaint, request additional evidence (if necessary), and provide our response.
Step 3: If the customer finds the response satisfactory, the dispute is considered fully settled by both parties. If unsatisfied, the customer may appeal the decision within a maximum of 10 days from receiving our response.
Step 4: Appeal:
In case of an appeal, a superior will impartially review all relevant evidence and issue a final decision, within a maximum of 10 working days from the date of receiving the appeal. The time may be longer if the process is delayed.
The supervisor may ask for more information such as details or evidence from the customer. The customer is obliged to provide everything in the shortest time possible. Any delay at this stage will delay the final decision time.
This final decision is considered conclusive and binding on both parties. Our internal procedure is fully concluded at this stage.
Step 5: If the matter remains unsatisfactory, the customer may choose to address the competent relevant authorities further.
Important: No valid claim can be considered without relevant evidence submitted by the customer, regardless we requested it or not. No court claims will be considered valid unless the entire internal procedure has been completed.
By engaging in this Complaints and Disputes procedure, customers acknowledge and agree to adhere to the outlined steps before pursuing legal action.
10. Quotations
10.1. You can request a quote for your desired product or services at any time, and you shall receive a price within a maximum of 24 hours. However, there may be instances where we require additional time (e.g., awaiting more information from you, supplier details, etc.).
10.2. The quote provided will include the following details if applicable:
The price for products and services
The estimated production time or availability to deliver the services
Any other applicable costs and discounts
Details of ongoing promotions
10.3. Quotes are, by default, valid for a period of 7 days starting from the day of issuance, if not specified otherwise. If not accepted within this timeframe, the offer will be revoked, and any promotions or discounts associated with the quote will no longer be valid.
10.4. Upon acceptance of the quote, the customer is required to confirm with a prompt order. Sometimes we may require an advance payment which, depending on particular circumstances, can be up to 100%.
10.5. If you request a quote through our website, we will only contact you regarding the quotation. You will not receive newsletters, news, or marketing communications unless you explicitly opt-in for such features.
10.6. Any communication related to quotes will be focused solely on the quotation process, ensuring a streamlined and efficient experience for our customers.
This Returns Policy is part of our overarching Terms and Conditions. By making a purchase, you declare you fully read, understood and agree to comply with the terms outlined herein.
These Terms and Conditions shall be governed by and construed in accordance with the relevant laws in England and Wales. Any disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. No statements, discussions, or agreements made outside of these Terms and Conditions or in violation of UK law shall be considered valid or binding.
These terms and conditions are governed by and construed in accordance with the laws of the United Kingdom.
Last updated: 07.06.2024
These Terms and Conditions are a legal bound between us and you, the customer. No action or provision shall supersede the law or the prevailing Terms and Conditions. Full compliance and adherence to the law and our current Terms and Conditions are imperative and non-negotiable.
Legal informaion.
Touchsale Ltd has brands such as Touchsale, Staytech, Gimmeatee, Prinxel, and will also be called "WE", "US" or referred as "OURS", "US" in this contract.
1. Website Usage
The content of the pages of this website, including but not limited to texts, pictures, videos, links etc. are for your general information and use only. It is subject to change without any prior notice. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose.
We can not be held responsible for any information on the website presented by any third parties (such as ads, forms etc.).
We will not be liable for any damages or losses arising from the use of the website, including but not limited to direct, indirect, incidental, or consequential damages.
Users are prohibited from copying, distributing, or reproducing any content from the website without prior written permission from the website owner.
Users may not use any trademarks, logos, or other proprietary information found on the website without obtaining express consent from the website owner.
Users must not engage in any activities that could harm or disrupt the functioning of the website, including but not limited to hacking, spamming, or introducing malware.
Users are prohibited from posting or transmitting any content that is illegal, defamatory, harassing, or infringes upon the rights of others.
Users agree to the terms outlined in the website's privacy policy regarding the collection, use, and protection of their personal information.
Users are responsible for any files or content they upload, transmit, or share through the website. We will not be held responsible for any viruses, malware, damaged files, or incomplete content transmitted by users.
We reserve the right to suspend or terminate users' access to the website at any time and for any reason, without prior notice.
These terms and conditions shall be governed by and construed in accordance with the relevant laws of the United Kingdom. Any disputes arising under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
Users are responsible for regularly reviewing the terms and conditions for any updates or modifications. Continued use of the website after changes to the terms and conditions constitute acceptance of those changes.
2. Data Protection
We are committed to protecting your privacy and ensuring the security of your personal information. Our Terms and Conditions outline how we collect, use, and protect your data. By using our website, you consent to the data practices described in our policies.
Data Collection: We collect personal information from users when they voluntarily provide it to us, such as when placing an order, registering for an account, or subscribing to our newsletter.
Purpose of Data Collection: We use the information we collect to process orders, provide customer support, improve our products and services, and send marketing communications, among other purposes.
Data Security Measures: We employ industry-standard security measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction.
Data Sharing: We reserve the right to share personal information with third parties when necessary (such as delivery, marketing campaigns made by us or for us (if you subscribe for a newsletter) etc. Third parties may include couriers, our business partners, suppliers of our business, etc. Additionally, we may share data with authorities on request when required by law or to protect our rights or the rights of others.
Ethical Data Practices: We will never share your personal information for the purpose of generating revenue or for any activities that are outside the bounds of the law. Your privacy and trust are of utmost importance to us.
CCTV Surveillance: For the purpose of security and safety, our premises may be equipped with Closed-Circuit Television (CCTV) cameras. The footage captured by these cameras may be used for monitoring and security purposes, and access to this footage is restricted to authorised personnel only. By entering our premises, you consent to the use of CCTV surveillance.
3. Cookies
Our website uses cookies to improve your experience. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of our business.
4. Products, Services and Liabilities
Our products and services are subject to availability. We reserve the right to discontinue or change specifications and prices on products and services without notice.
The products and services pictures, videos or audio are for reference only. The final product or service may look slightly different than the ones presented.
Products and service descriptions shall be accurate and correct. However, from time to time, there might be slight differences between the description and the products or services specifications. We accept no responsibility for any differences, unless in the cases provided by governing law.
The prices presented are accurate. Please carefully read the descriptions and make sure you understand prices before ordering.
A mock-up is an image that we may present to show you what a final product will look like. There may be slight differences between the mock-up and the final product.
5. Pricing
Prices are not inclusive of applicable taxes unless otherwise stated. We reserve the right to modify or discontinue prices, products, and services without notice.
6. Delivery
Delivery times are estimates, may vary, and do not include production times. We are not responsible for delays caused by third-party delivery services or other factors beyond our control.
Delivery prices may be either included in the product or service price, or there might be priced as a different service.
7. Returns and Refunding
We want you to be completely satisfied with your purchase. If you have any concerns about your order, please review our Returns and Refunds Policy below.
1. Return time
1.1. As a general rule and by law, you have the statutory right to return any item(s) purchased online within 14 days from the date you have received it.
1.2. We may, from time to time, apply promotional voluntary return policy, which will include the initial 14 days. If a voluntary return policy applies to your purchase, you will have it on the invoice or receipt. For example: if our voluntary return policy states "30 days return", it means you have 30 days to make a return, which includes the 14 days mandatory by law.
1.3. The voluntary return policy will apply special rules after the statutory 14 days' return time, as stated above.
2. Eligibility for Returns
2.1. To be eligible for a return within statutory time, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and include all accessories, brochures, stickers, flyers etc.
2.2. We will only accept returns for the items purchased from us. It is the customer's obligation to keep any proof of purchase, otherwise the return is invalid.
2.3. If you return under the voluntary policy, the item(s) must be manufacturer conditions: sealed, unused, undamaged etc.
2.4. If the items you have received are defective or different that what you have ordered, rules 2.1 and 2.3 does not apply.
3. Non-Returnable Items
3.1. Several types of goods are exempt from being returned, including (but not limited to): any personalised or custom-made products (such as gift cards, number plates, prints etc.) or items that can't be returned due to hygiene reasons (such as headphones, underwear etc.).
3.2. You can't return any item that has become defective or unusable anytime after delivery due to a customer or any third-party fault.
3.3. We will not usually accept items returned due to customer order errors, however, we are happy to discuss options and find a solution.
3.3. Non-returnable items from 3.1. can be returned only if they were defective or different at the moment of delivery.
4. Voluntary return policy
4.1. From time to time we may apply an extension to the statutory return time, by adding free extra time for you to return an item.
4.2. Our Voluntary Return Policy does not imply any legal obligation on us, and we reserve the right to modify the extended return period at our discretion, with or without any notice.
4.3. We also retain the right to decline returns within the voluntary return period if we suspect misuse, abusive, non-honest or unlawful utilisation of the policy.
5. Return procedure
5.1. To return an item, you must use the designated form to obtain a return authorisation from us, prior to returning any items.
5.2. You can obtain the return authorisation if you visit us as well, but only for the "in-store" orders.
5.3. Once the authorisation is issued to you, you will have a maximum of 14 days to return the item(s). This is calculated from the date you receive the authorisation to the date we receive the item(s) back.
5.4. We understand that sometimes you may not be able to send us the item(s) within provisions from 5.3. However, if this applies, you must contact us immediately within 14 days, telling us the exact date you expect us to receive the item. It will be our decision and discretion to approve or reject an extension.
5.5. The customer is responsible for sending the item back, at their cost, which will then be subject to a refund of “return delivery cost”.
6. Refunds
6.1. We aim to process the refunds as soon as possible, but no more than 30 days from the return date.
6.2. "Refunds" means we will pay back the customer's costs. This can be done by refunding the money in the same way that the initial payment was done, offering replacement items at the same specifications and conditions, or offering vouchers, coupons or discounts in our shop or with our partners.
6.3. We offer refunds for any eligible products or services under this policy. We may also offer a refund for non-delivered products or services. In case a customer has not received a product or service, they must open a return and explain what happened. We will then track the product and find out what happened. We may also investigate with the courier what happened and come to a solution. Our tracking details will count the most. If we can prove the product was delivered, there will be no refund issued. We will also issue no refund for items sent without a tracking number (e.g. 2nd Class services or couriers that don’t have public tracking available) or in cases where the customer is liable for wrong delivery/collection information (e.g. wrong address, wrong office number, another person collects the item in the customer’s behalf etc.).
6.4. The refund method will be discussed with the customer and agreed together.
6.5. Initial delivery refund (the delivery cost we paid to send the order to the customer): we will refund the initial delivery cost if the item is defective or different from the one ordered, at the time of delivery. Even if the item was sent with any “free delivery” option, there is still a delivery cost on our behalf.
6.6. Full item cost: we will refund the full item cost if the item is defective or different than the one ordered, or is eligible under sections 2.1 and 2.2.
6.7. Partial item cost: from the item initial cost, we may deduct any cost if the item is not eligible for return. Example of costs that may be deducted: re-stock fee, unseal fee, item returned with missing accessories etc. The deduction may vary from 10% to 100%.
6.8. Return delivery cost: we will fully refund the return delivery cost, at the lowest price on the market. If the customer personally returns item(s) in-store, no "delivery" costs will apply, regardless of any costs involved (For example, we don't accept liability for any travel costs, time lost etc.).
6.9. Return collection: we may arrange to collect a return from your address. You will have to pay for this service initially and, if eligible, a refund will be offered.
6.10. No refunds issued: from time to time we may refuse to offer any refund. This is usually due to reasons that can't be imposed on us, such as the customer returning an item without authorisation, the customer being at fault for defect or use, the return not arriving to us or products arriving defective or unusable, or when products or services were not purchased from us etc.
6.11. Refunds may also be refused for items that were solely or part of a promotion, discount, free items etc.
6.12. If a customer claims they sent the item to us, but the product didn’t arrived to us, it is customer’s obligation to get in touch with the courier for tracking.
6.13. Final thoughts: please keep in mind the return/refund policy aims to help customers and protect their funds due to the seller's fault. We aim to help you the best we can, but it is not our obligation to do so if our fault can't be found in the situation.
7. Returning items
7.1. To return your product, you must obtain authorisation from our website or via email. Once authorisation issued, you should mail your product to our address, or simply visit our store(s). You will be responsible for paying for your own shipping costs for returning your item. We don’t normally arrange the collection of the items, but if we choose to do so, we reserve our discretion to select the eligible items.
7.2. We can’t guarantee that we will receive your returned item. It is your responsibility to make sure you follow your courier rules, you pack and label the item properly. If we don’t receive the product, you will need to prove you have sent it, and you will need to ask your courier for proof of delivery. If we don’t receive the product(s) back, we will not be able to issue a refund, but the courier will be the only one able to help you.
7.3. We will reject any return that was not approved prior the shipping, according to this policy.
7.4. Missing, incorrect or damaged items: the customer have the obligation to check the order upon receiving. If collected from the store, the customer must check the order before leaving the store. If delivered, the customer must check the order within no more than 48 hours of receiving the order. Any issues such as damages, missing or incorrect items reported after these time frames, will not be considered and no refund or return will be accepted.
7.5. Cancellation, Return or Refund requests can't be opened after the production starts or products/services are in the process of being delivered. If you change your mind about an order, please do contact us as soon as possible so we can try to stop the production.
8. Liabilities and Warranties
8.1. Third parties: We accept no responsibility and liability for any information provided in our name by third parties or for the information we have no control over.
8.2. Loses: We accept no responsibility for any direct or indirect losses or damages incurred by customers as a result of our products or services. Customers are encouraged to review and acknowledge the terms and conditions before engaging with our offerings.
8.3. Product Descriptions: While every effort is made to accurately describe our products and services, we cannot guarantee the exact representation of colours, materials, or finishes. Variations may occur due to production processes or individual monitor settings.
8.4. Delivery Times: We are not liable for delays in product delivery due to unforeseen circumstances, including but not limited to supplier issues, shipping delays, or other external factors.
8.5. Intellectual Property: All intellectual property rights related to designs, logos, and customised content provided by customers remain with the respective owners. We assume no responsibility for any infringements on third-party intellectual property rights.
8.6. Customer Responsibilities: Customers are responsible for ensuring the accuracy of provided information, including but not limited to spelling, sizes, and design details, before approving final proofs. We are not liable for errors overlooked by the customer during the approval process.
8.7. Usage Recommendations: We may provide recommendations for the optimal use and care of products. However, customers are advised to follow specific care instructions and guidelines to ensure the longevity of personalised items.
8.8. Product warranties: We generally offer no warranty or provide limited warranty coverage offered by the manufacturer for consumable products. Consumables include, but are not limited to, wearable items (clothes, footwear, accessories, jewellery), marketing supplies (business cards, banners, signage, etc.), printed objects (3D printed items, business cards, flyers, banners, etc.), engraved objects, wrapping, and similar items.
8.9. Product warranties: For custom articles that include electronics, such as illuminated signage, we offer a standard 1-year warranty. Specific warranty details for such products will be provided upon purchase and may vary based on the manufacturer's terms.
8.10. Customer-Provided Objects: We accept no liability for objects provided by customers for personalisation. In the case of malfunctions or defects arising anytime before, during, or after the personalisation process, we assume no responsibility. This also include no liability is accepted for the final quality or aspect of the product.
9. Complaints and Disputes
9.1. While we strive to provide positive experiences, we understand that disagreements may arise between our decisions and customer thoughts.
Procedure:
Step 1: Customers must contact us within a maximum of 30 days from the incident to file a complaint. The complaint should include details about the order (if applicable), information about the complaint, and the proposed or desired resolution. Customers must also submit any relevant evidence, with or without our request, supporting the complaint, such as invoices, receipts, pictures, witness statements, or other pertinent documentation.
Step 2: Within a maximum of 30 days, we will assess the complaint, request additional evidence (if necessary), and provide our response.
Step 3: If the customer finds the response satisfactory, the dispute is considered fully settled by both parties. If unsatisfied, the customer may appeal the decision within a maximum of 10 days from receiving our response.
Step 4: Appeal:
In case of an appeal, a superior will impartially review all relevant evidence and issue a final decision, within a maximum of 10 working days from the date of receiving the appeal. The time may be longer if the process is delayed.
The supervisor may ask for more information such as details or evidence from the customer. The customer is obliged to provide everything in the shortest time possible. Any delay at this stage will delay the final decision time.
This final decision is considered conclusive and binding on both parties. Our internal procedure is fully concluded at this stage.
Step 5: If the matter remains unsatisfactory, the customer may choose to address the competent relevant authorities further.
Important: No valid claim can be considered without relevant evidence submitted by the customer, regardless we requested it or not. No court claims will be considered valid unless the entire internal procedure has been completed.
By engaging in this Complaints and Disputes procedure, customers acknowledge and agree to adhere to the outlined steps before pursuing legal action.
10. Quotations
10.1. You can request a quote for your desired product or services at any time, and you shall receive a price within a maximum of 24 hours. However, there may be instances where we require additional time (e.g., awaiting more information from you, supplier details, etc.).
10.2. The quote provided will include the following details if applicable:
The price for products and services
The estimated production time or availability to deliver the services
Any other applicable costs and discounts
Details of ongoing promotions
10.3. Quotes are, by default, valid for a period of 7 days starting from the day of issuance, if not specified otherwise. If not accepted within this timeframe, the offer will be revoked, and any promotions or discounts associated with the quote will no longer be valid.
10.4. Upon acceptance of the quote, the customer is required to confirm with a prompt order. Sometimes we may require an advance payment which, depending on particular circumstances, can be up to 100%.
10.5. If you request a quote through our website, we will only contact you regarding the quotation. You will not receive newsletters, news, or marketing communications unless you explicitly opt-in for such features.
10.6. Any communication related to quotes will be focused solely on the quotation process, ensuring a streamlined and efficient experience for our customers.
This Returns Policy is part of our overarching Terms and Conditions. By making a purchase, you declare you fully read, understood and agree to comply with the terms outlined herein.
These Terms and Conditions shall be governed by and construed in accordance with the relevant laws in England and Wales. Any disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. No statements, discussions, or agreements made outside of these Terms and Conditions or in violation of UK law shall be considered valid or binding.
These terms and conditions are governed by and construed in accordance with the laws of the United Kingdom.
Last updated: 07.06.2024