DELIVERY AND RETURNS POLICY
Last updated 10th June 2014
This Delivery and Returns Policy applies to both consumers and traders. Sections of the policy which only apply to consumers or which only apply to traders are clearly marked as such.
For the purposes of this policy:
a “consumer” means an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession; and
a “trader” means a person acting for purposes relating to that person’s trade, business, craft or profession, whether acting personally or through another person acting in the trader’s name or on the trader’s behalf.
Where do we deliver?
We can only deliver products from this shop within England, Scotland, Wales and Northern Ireland. For other countries please visit www.spontex.com.
What are the delivery costs and options?
Order Value (inc VAT)
Less than £20
£20 to £39.99
£40 to £59.99
£60 or more
* Unfortunately we are unable to send courier deliveries to Northern Ireland and the following postcodes: IV (all), KW1-14, PA34, PA37-39, PH19-26, PH30-40, PH49-50 and PH41 Sector 4. If courier is selected either manually or automatically then your order may be sent via Royal Mail and you will be charged at the courier rate.
My order is urgent, what do I do?
For urgent items we offer a courier service (exceptions apply see details outlined above*) which can be selected at the checkout. Courier deliveries placed before midday Monday to Friday will normally be delivered the next working day between the hours of 8am and 6pm. Next Working Day orders placed after midday on Friday and over the weekend will be delivered on the Tuesday. There are no deliveries on Saturdays, Sundays or Bank Holidays.
Please note that no retailer or courier company can ever "guarantee" a Next working day delivery. All courier companies occasionally experience transport problems, including snow blocked roads, closed roads, traffic jams, mechanical breakdown, an inability to find the delivery address, or to gain access to it - if it's in a block of flats for example.
When will I receive my order?
We aim to deliver products as soon as possible but we cannot give an exact delivery date. However, in respect of consumers, deliveries will be made not more than 30 days after the day on which the contract is entered into in accordance with the Terms and Conditions for Online Sales of Products to Consumers. All items are posted by Royal Mail (unless a specific delivery option is chosen) and should normally arrive within 3-5 working days.
Orders are dispatched Monday to Friday only. Please note the Spontex shop does not operate on weekends and bank holidays, therefore dispatches will take place on the next available working day.
I haven’t received or have a query about my order, what do I do?
If you would like to contact us regarding your order, please email us at firstname.lastname@example.org. Please include your customer order number and we will do our best to help you with your query. If you have not received the products within 30 days of our order confirmation or any other date that we have specifically agreed with you, please let us know as soon as possible. In such circumstances you may cancel the order and we will refund any money paid by you in relation to that order in accordance with our Returns Policy below.
What else do I need to know about deliveries?
We will arrange for the products you order to be delivered to the address you provide with your order. If you order multiple products, we may deliver them in several consignments.
Please ensure that you enter a complete and accurate delivery address. Spontex cannot be held responsible for items which go missing or are delayed due to inaccurate or incomplete delivery address information. Once goods are dispatched to Royal Mail or our Courier provider, Spontex has no direct control over the delivery of your item. Upon request, we can provide you with a tracking number if the courier option has been chosen.
During any adverse weather conditions your order may arrive later than originally promised. We apologise for any inconvenience this may cause and will attempt delivery as soon as possible.
(1) Important information about this returns policy
We understand that from time to time you may wish to return a product to us. This returns policy sets out how you can return products to us and in what circumstances.
This returns policy applies to customers in England, Wales, Scotland and Northern Ireland only.
This policy does not affect your statutory rights such as your rights under the Sale of Goods Act 1979 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
(2) When you can return products
You can return products to us in the following situations (as further explained in clauses 3 and 4 below and in the relevant terms and conditions of sale):
(a) Consumers only - by exercising your statutory cancellation right during the 14 day ‘cooling off period’. The cooling off period ends at the end of 14 days after the day on which the goods come into your physical possession; or
(b) where the products are damaged or defective, or are not what you ordered.
(3) Your statutory right to cancel
If you are a consumer, please refer to clause 8 of the Terms and Conditions for Online Sales of Products to Consumers if you wish to cancel an order in this way. We will also provide information about this right to cancel to you in writing once we accept your order.
(4) Faulty or incorrect products
If the product you received is faulty or not what you ordered, please contact Spontex Customer Care at email@example.com quoting your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return.
If the product you received is found to be faulty on delivery to you, we can either replace the product or if you prefer we will refund you the full price of the item including the original delivery charges. We will provide you with a freepost address to return the item to us.
If the product you received becomes faulty or defective after a period of use, we will (at our option) repair or replace the products or offer you a refund of the item cost taking into account its usage.
Please refer to clause 9 of the Terms and Conditions for Online Sales of Products to Consumers.
(5) Your responsibilities
If you wish to return any products, you must take reasonable care of the products until they are returned to us. As part of this, so far as possible you should not open or use the products you wish to return, particularly for types of products where hygiene could be an issue. Electrical goods must be returned complete with accompanying power leads and other accessories.
We strongly recommend that returned products should be sent by recorded delivery.
Please note that the cost of returning any items to us is your responsibility (but as set out above, we will refund those costs where the products being returned are faulty or not what you ordered).
Where a refund is due to you, we will process the refund as soon as possible and, in any event within 30 days of the day we receive your returned product.
We will refund any money received from you using the same method originally used by you to pay for your purchase.
If a discount was applied to the price you paid for the product, we will only refund the actual amount you paid taking into account the discount.
Please refer to clause 8 of the Terms and Conditions for Online Sales of Products to Consumers.
(7) Improper returns
If you return a product without complying with this policy (if you are a consumer, in accordance with clause 8.13 of the Terms and Conditions for Online Sales of Products to Consumers and where you do not have any legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amounts as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amounts within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.