Please always contact us before returning goods. We do not require you
to complete a specific "returns form", however we will require you to include
your name and address details, date of order or order number and a brief
description of the fault with all returns.
Important - Return Carriage Costs: We have two returns services available
for faulty goods - a freepost return service and for larger items we can arrange
a courier. These are discounted services and will not require payment by you.
You must contact us for such returns so that we can supply you with a freepost
label OR arrange the courier (dependant on the item size). We will not refund
the "public tariff" prices charged over the counter at the post office on
returns - if you choose to pay for the return rather than using our pre-paid
labels, we will not be able to refund any expenses you incur.
We take the view that goods that have been damaged by misuse are not faulty.
Therefore, we will examine all goods returned as faulty to determine whether the
problem has been due to incorrect manufacture or simply user error – Refunds
will not be given for products which have been damaged by misuse, although we
will where possible advise the cheapest option for repair.
Goods that have been used and are returned without a fault will not be refunded.
In the case of faults with electrical goods, please double check all instructions
and, where possible, seek advice from the manufacturers help line number if one
is given on the box.
Missing parts: Where parts are missing from an item, please let us know by email
as soon as possible. We can usually supply replacement parts without delay. We
do not refund purchases made at other retailers in the event that parts are
missing from our goods, unless this has been agreed with us prior to the parts
being purchased at another retailer.
In all cases, our maximum possible refund payable will be the total paid to us
by you. No payment or refund will be made for, but not limited to,
disappointment, time lost or any consequential loss of any form whatsoever.
Returns Policy – Change of mind
You have 14 working days from the day you receive any part of your order to
notify us that you wish to return the received item for refund. Each dispatch to
you is treated as a separate contract and therefore a separate order for the
purposes of returns. With change of mind returns, you are responsible for return
shipping costs.
The Consumer Rights Directive (2014) gives you the right to a cooling off
period, i.e. a right to cancel your order within 14 working days following the
day of receipt of the goods and return them for a refund. This applies to all
our goods except special orders. It is your responsibility to give notice of
your wish to cancel within this cancellation period by email, fax, letter or
telephone. A form for this purpose can be downloaded from http://www.sparkleandshimmer.com/change-of-mind.pdf
- however you can also choose to notify us by email, telephone or letter. The
goods must be returned in the condition they were dispatched, although you are
allowed to have opened and examined the goods, as you would in a shop. You are
not permitted to have used the item in a way that would not be possible in a
retail environment. We would recommend for your own protection that you use a
tracked delivery service, as the items remain your responsibility until they are
received back at our premises. You have 30 days from the date we
acknowledge your request to return in order to return the goods. We
reserve the right to refuse and return to you any goods returned without prior
notification.
Christmas: It is assumed that any purchase made in November or December is for Christmas and therefore any purchase during these months can be notified for change of mind return until 10th January.
Please note: On Change Of Mind returns, Carriage Charges selected that
upgrade from our regular "No Rush" service are non refundable. Our rates can be
seen at the bottom of the page - for the value of your order, we will deduct the
difference between the No Rush option and the option chosen from any refund,
this is because the service is considered an additional purchase which has been
correctly supplied and enjoyed.
Duty of care: You must take good care of any product that you intend to return
to us. By using a product it is reasonable to
suggest that you have accepted the product as your own. Under these
circumstances, a return will not be accepted. Please note that items returned to
us will be very carefully examined for signs of use or damage prior to any
refund being processed. If the item has been used, is not faulty and is obviously not in
as-new condition, a deduction from the refund amount will be made of a minimum of 50%.
Exchanges: If you wish to exchange the item for an alternative item we will
happily arrange this. A payment or refund of the difference may be
required, allowing for carriage costs.
We reserve the right to refuse further to accept further orders from you should
you repeatedly return items.
In all cases, our maximum possible refund payable will be the total paid to us
by you. No payment or refund will be made for, but not limited to,
disappointment, time lost or any consequential loss of any form whatsoever. No
return postage will be refunded on change of mind returns.
Important Variation To Return Policy for Special Ordered Items
This variation applies when ordering any item listed as Special Order, and any
item that is not listed where we have had to quote you a price. These items are not part of our usual stock and are obtained or
imported to order purely as a service to satisfy the consumer where these items
are not readily available elsewhere.
Once an order has been placed for these items, it cannot usually be cancelled.
Please ensure you are aware of exactly what you are ordering and that you have
taken into account any timescale we have advised (which may be subject to
extension) before confirming your order online.
Cancellation of orders not already dispatched
Please advise us as soon as possible that you wish to cancel off items from your
order. We will amend your order immediately provided that the items have yet to
be processed or dispatched.
We are not able to cancel orders for items once postal or delivery services have
been booked for those items.
We are not usually able to cancel Special Orders.
Please note that we reserve the right to restrict or refuse to offer our
services to anyone who repeatedly orders and then later cancels items without
good justification.
Courier Deliveries
Larger, more expensive or heavier items may be delivered by courier.
All couriered items are fully trackable. Some couriers give the option, if
you are not going to be in, to leave parcels in a "safe place". Where you
select this option, our liability ends when the parcel receives a delivery scan.
Subsequent loss (for example if someone steals the parcel from your garden shed
or porch) is not our responsibility as you have to accept all liability when
choosing this option on the courier website.
Where a parcel is refused OR the courier company’s online tracking indicates
that they have left a card and subsequently returned the parcel to us as the
addressee has failed to either (1) arrange redelivery or (2) collect the parcel
from the courier company’s depot, the order will be cancelled and refunded when
the parcel is delivered back to our premises. In these circumstances, a
deduction will be made from the refund for the courier company’s charge for both
the outgoing parcel and it’s return to our premises. This will be a minimum of
£12 including VAT.
Goods Lost In Transit
We use the post office for many deliveries. As many of our packages are too
large to be posted through residential letter boxes, many will be held at your
local sorting office for you to collect. We therefore ask that if you feel an
excessive time has passed, once you have confirmed that we have dispatched a
package you check with near neighbours (post officers often deliver "next door"
if they call when you are out) and your local sorting office to check if an item
has been held for you. Sorting offices usually require that ID is shown before
they will check their shelves.
Due to the way the post works, the Post Office will not accept that a package
has gone missing until 15 working days minimum after posting. This in layman’s
terms is 3 weeks. During this period our hands are tied and we must simply wait,
as "lost" packages are often redelivered or returned to sender during this time.
Many postal workers do not leave cards if you are out, they should but often do
not. The Post Office Sorting Offices will rarely confirm that they have a
package waiting for you by telephone and will only normally confirm in person if
you present ID with the same address - this we imagine is to protect the mail
and prevent fraud.
In the event that you have checked with neighbours and the sorting office, and
no trace can be found of the package, please contact us and we will look into
it. If after 15 working days, the package has not arrived and it appears that
the package has been lost in transit we will forward to you a document for you
to sign to confirm that you have not received the package, and once we receive
this back from you a duplicate order will be dispatched. If a refund, rather
than a replacement, is required, we must wait until the post office have
completed their investigation, after which we will credit the value of any lost
goods to your card or Paypal account.
Electronic non receipt claims: If you choose to open a non receipt claim via
Paypal, a credit card chargeback or any other dispute resolution service, at
that point any further communication will only be accepted via that service and
we will robustly defend any claim. In the event we win a claim, no further
correspondence will be entered into.
In all cases, our maximum possible refund payable will be the total paid to us
by you. No payment or refund will be made for, but not limited to,
disappointment, time lost or any consequential loss of any form whatsoever.
Cut Back Policy In Event Of Short Supply
Where products are ordered in advance of release, we ensure on a weekly basis
that our orders with our suppliers are increased accordingly to cover all
customer requirements. However, on occasions a supplier may be unable to fulfil
our order in full due to shortage of supply by the manufacturer or over
subscription to the trade or for other reasons beyond our control.
In the event of this happening, which would result in more outstanding orders
for a product than stock available, we will always apply the following policy:
- Any order for more than one piece of the item will be reduced to an order for
one piece only.
- In the event this does not allow enough product to supply one to each who has
ordered: All orders will be sorted into date/time order (subscription and
pre-payment customers counting as the earliest possible date) and items will be
allocated in single pieces to each order in date/time order to ensure that the
model is supplied on a first-come-first-served basis.
- This policy applies to all products
advanced ordered via our site, by fax, by letter or by telephone.
- In the event of pre-payment or deposits having been made, our maximum possible
refund payable will be the total paid to us by you. No payment or refund will be
made for, but not limited to, disappointment, time lost or any consequential
loss of any form whatsoever.
Complaints
In the event of a complaint, please contact Neil Gorin via any of the methods
outlined on our Contact Us page. We will endeavour to respond to all complaints
within 3 working days. You will be kept updated as to the progress and outcome
of your complaint.
Your details, security & privacy
Please see our separate Privacy policy, via the link at the bottom of this page.
Your Rights
The above does not affect any statutory rights that you may have under the
various retail acts including the Sale and Supply Of Goods Act and the Distance
Selling Regulations.
HISTORY
New Terms Enacted 17th June 2017. Terms for prior dated orders available on request.
