Keene Retail Ltd TERMS AND CONDITIONS

TOTAL SATISFACTION - YOUR RIGHT TO CANCEL
Here at Keene we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. Under the United Kingdom's Distance Selling Regulations, consumers have the right to cancel the contract for the purchase of any of items within a period of 7 working days, beginning with the day after the day on which the item is delivered. This applies to almost all of our products, although we regret we cannot accept cancellations of contracts for the purchase of video, DVD, audio, software products where the item has been unsealed, or for custom made and special order items such as "Leads to Go" & custom wall plates etc. Such goods will of course be replaced under guarantee if found to be defective.
Should you decide to cancel your order with Keene you must let us know in writing [email is fine], quoting the order number and then send the item(s) to us so that we receive it within 7 working days after the day of the date that the item was delivered to you. Please note that the item(s) should be returned to us in their original condition complete with all packaging and instructions. (please see the Returns Procedure” section).
RETURNS PROCEDURE
If you need to send any item back to us please package the product such that it will not be damaged in transit (and so that the items own retail packaging is not damaged) and send it to the address below. For your protection we strongly advise you to use a postage method that provides proof of delivery. Please include your name address, copy of your receipt and a quick note to say why you've returned the item and what action you would like us to take.
Returns address:
RETURNS DEPARTMENT
KEENE RETAIL Ltd
OLD HALL MILLS,
OLD HALL MILLS BUSINESS PARK
LITTLE EATON
DERBYSHIRE
DE21 5EJ
UK
Important – please note: You will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you we may arrange for collection of the item from your residence at your cost. Delivery charges other than our standard delivery (for example next day, Saturday delivery and overseas delivery) form part of a separate contract for service which may not be cancelled once executed. The Distance Selling Regulations and right to cancel do not apply to Business to Business transactions.
COMPLAINTS
We want you to be happy with everything you purchase from us and will do our best to provide as much information and assistance as we can to ensure this. Should you be unhappy with any aspect of our products or service please let us know and we'll do our best to resolve any problem for you. You may contact us:
By phone: +44 (0)1332 830550. 9.00am to 5.30pm UK time Monday to Friday.
By post: Keene Retail Ltd, Old Hall Mill, Old Hall Mills Business Park, Little Eaton, Derbyshire, DE21 5EJ UK
By email: sales@keene.co.uk
By Fax: 01332 830551
Whichever method you choose you will get a response within a maximum of two working days (and probably much sooner).
PRICES
All prices are correct at time of publication, (E and O E). We reserve the right to alter our prices if VAT rates or our suppliers' prices change. All prices are for payment with order and we make NO surcharges for credit card payments. VAT
Orders for delivery within the EEC will be charged VAT at the current UK rate. VAT can be deducted only if the goods are dispatched directly to a non-EEC country. For VAT refunds under BFPO status, please send a copy of your certificate of entitlement with every order. DELIVERY
We endeavour to hold stock of all the items we advertise and over 90% of goods are normally dispatched on the day we receive the order (or as soon as the goods are available) and we will always inform you in the event of any lengthy delay.
We offer a number of delivery options:
Deliveries to UK addresses
STANDARD delivery
This is sent by Royal Mail or courier standard service and usually arrives within 3 working days (although this is not guaranteed!). This delivery option costs £4.00 per order.
NEXT WORKING DAY delivery which is normally next working day for the majority of mainland UK. This option costs £8.00 per order. Deliveries to remote areas and offshore islands may take longer or cost more, in which case we will contact you before dispatch.
Order processing notes
Please be aware that we process all orders (telephone, fax, post, e-mail and on-line) immediately on receipt until 3.00pm. Orders received after the 3.00pm cut-off may not be processed until the following day. Orders received on Fridays after the 3.00pm cut off, on Saturdays and on Sundays are processed for dispatch the following Monday (excluding UK Public Holidays). Saturday deliveries can sometimes be arranged, please call our sales order line for rates and options.
Deliveries to Non-UK addresses
Orders for delivery outside the UK will be sent by airmail. The price varies according to weight and location and will be conveyed to you at time of order. If the payment method is by credit card, we will only deliver to the cardholder's registered address.
WARRANTY
All the products we sell are covered by a 12-month (return to base) guarantee unless otherwise stated.
LIABILITY
Keene Retail Ltd shall not be liable in any respect of defects in goods supplied for any injury, loss or damage resulting from such defects. Whilst every effort is made to deliver goods in accordance with the stated timescales, we do not accept any liability for consequential losses incurred by late delivery of the goods.
ERRORS AND OMISSIONS
Whilst every effort has been made to ensure that the information contained in our web site and literature is correct, no responsibility for errors or omissions can be accepted. Wherever possible we have included a picture of each product. Whilst this is intended to aid your selection we cannot guarantee true likeness of product colours or size. Specifications may be subject to change without notice, and Keene Retail Ltd reserve the right to supply an alternative branded product of an equivalent or better specification.
INFORMATION AND ASSISTANCE
We do our best to provide accurate technical information in our catalogue and web site and also by telephone and email. Please note however, that we cannot be held responsible for the consequences of any action taken or purchases made on the basis of that information. Put another way, we will do our best to help you, our customer, make the right decision when purchasing equipment and give you the most up-to-date information we have, supplemented where possible with opinions based upon our own experience. However, the end decision on whether and what to purchase has to be yours, and yours alone.
WASTE ELECTRICAL & ELECTRONIC EQUIPMENT
When your item has reached the end of its useful life and you wish to dispose of it, you can either:
a) Take it to a local recycling centre.
The web site http://www.recycle-more.co.uk will help you locate the most convenient centre for you and also provides a lot of other helpful information on recycling.
b) Return the item to Keene Retail Ltd at the address below. This option is provided on a like-for-like basis against the purchase of a new equivalent item or an item which has the same or similar functions. Keene Retail Ltd will then ensure that the returned item is properly recycled on your behalf. If your item is still in working order it is also worth considering donating it to a charitable organisation or someone else in need. By extending the useful life of your old equipment you are also helping to preserve resources and avoid additional waste.
Keene Producer Registration number. WEE/HE0104WV
Keene is a member of the Weeecare Compliance Scheme (EA approved registration number WEE/MP3538PZ/SCH)
PRIVACY & SECURITY
All information collected from transactions is used only by ourselves and is not sold on to any third party company. Our web site gives you the option of using a cookie to store your details for return visits but this is not compulsory and it does not retain any undisclosed information. On-line credit card transactions are conducted via a secure server and routed independently of name and address details. Please feel free to direct any web site privacy or security related questions to security@keene.co.uk
DATA PROTECTION
For your security and peace of mind Keene Retail Ltd abides by and complies with the Data Protection Act 1998 in all our dealings with your personal data
STATUTORY RIGHTS
None of these Terms and Conditions affects your statutory rights in any way.