4.0 The contract starts when the item is sent not when payment is made. 4.1 Subject to the right of consumers to return goods for refund under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, Island Photo Centre does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. 4.2 You must contact us prior to returning any goods received. Failure to contact us in respect of a return or cancellation will result in a delay in processing your refund or the product being returned to you. All authorised returns must be returned to our Ryde address: Island Photo Centre, 52 Union Street, Ryde Isle of Wight. PO33 2LF 4.3 If you exercise your right to cancel your order after the goods have been despatched, you will be responsible for returning the goods to Island Photo Centre (within 14 days of notifying us) at your own risk and cost, therefore we strongly recommend you use an insured delivery method, such as Royal Mail Special Delivery. For items which cannot ordinarily be returned by post, we will at your request use our reasonable endeavours to arrange a courier to collect the goods; the estimated maximum cost of this would be £10 per item. (See 4.8 below in relation to the return of faulty goods.) 4.4 All returns are subject to the following conditions, except where the goods are faulty or incorrectly described on the Web Site. • Your item is complete and in 'as new' saleable condition: o If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging o You haven't used the item o The item contains no personal data and hasn't been registered to a user • The item must be returned within 14 days of you requesting to return it. • While you have to pay to return the goods, we will refund the standard delivery cost of getting the goods to you in the first place (if you paid for delivery). If you opted for an enhanced service eg before 9am, we will only refund the standard delivery cost. • Any use of the product is relative to examining it, and ensuring it suits your needs. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Island Photo Centre does not sell products on a trial basis. • A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. We may refuse the return of items without the original packaging or where it has been returned in poor condition. • It is returned with the original box, packing and any accessories you received with it. • A proof of purchase must be supplied. • You also return any free gifts which came with the product, which also must be in their original packaging and in a saleable condition • We will not refund any items that have been specially ordered to your individual specification or personalised. • Gift Vouchers are not eligible for exchange or refund 4.5 Until such time as you return the goods to us you must take reasonable care of the item(s). Any use of or damage to the delivered goods or product packaging beyond that necessary to inspect the goods upon delivery may result in you incurring a restocking charge to cover the loss that we might reasonably expect to incur in reselling the item(s). We may refuse the return of items without the original packaging or where it has been returned in poor condition. 4.6 Subject to 4.5 above, if you exercise your right to cancel your order within 14 days (where the goods are not found to be faulty), we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 4.7 Faulty goods: For faulty goods we offer the following terms: • You will always have the option of an exchange or refund if the fault occurs within 30 days of delivery. • If the fault has occurred within the first six months after delivery but after the first 30 days, you can ask us to repair or replace faulty goods. However, we can, choose the solution that is more proportionate or practical for us. In the majority of cases, we will send an item for repair in the first instance. If the repair is unsuccessful, you can then claim a replacement or a full refund. Alternatively we will seek to agree a price reduction with you if you wish to keep the product. • After six months, unless you can demonstrate that the fault was present at the time of original delivery or we have previously arranged a repair and this has failed to resolve the fault, our liability will be limited to providing you with reasonable support to make a claim under the manufacturer’s warranty, where applicable. In all cases we reserve the right to inspect the product and verify the fault and, if no fault is found, return the product to you. In these circumstances, no refund will be processed until the returned goods have been received by us and an appraisal made as to any fault. This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. 4.8 Any refund due to a fault or other defect will include a refund of the delivery charge. In such circumstances we will also pay for your costs of returning the goods (up to £10 in the UK). Beyond six months you will be responsible for covering the costs of returning the goods (unless you have been able to establish that the goods were defective at the time of original delivery, in which case we will reimburse your costs as set out above). We strongly recommend you use an insured method such as Royal Mail Special Delivery. Replacement goods are sent by standard delivery only (i.e. premium services are not available). 4.9 Refunds will be processed within 14 days of receipt of the returned products. 4.10 This returns policy does not affect your statutory rights. Details of your statutory rights are available from the citizens advice bureau or consumer direct. In the unlikely event that you have any complaints as to our service or any of the goods and services supplied to you from our site, please contact us by either: email or telephone.
We do not store credit card details nor do we share customer details with any 3rd parties. Under the General Data Protection Regulations we rely on the following legal bases for processing your data: Consent – we will ask your consent for marketing to you via email or post. If you consent we can collect and process your data for this purpose. Contract – we sometimes need to collect and process your personal data in order to fulfil a contract with you, for example an order. We will also collect and process your data on this basis if you’ve asked us to provide a quote. Legal – we are obliged to process some personal data to comply with the law. If you place an order with us we must retain some personal data for at least six years to comply with the Sale of Goods Act 1982, Consumer Rights Act of 2015 and HMRC guidance. Legitimate interests – we collect and process some personal data to pursue our legitimate interests in a way you would reasonably expect as part of running our business. Specifically, we analyse information on our customers and their orders in order to provide new products or services. We also record CCTV images for security in our stores, to protect our customers, colleagues, premises and assets from crime. This is the only legitimate interest we rely on. When you order from us on our website or in stores (including trade in) • Name • Address details • Phone number • Email address • Gender (eg Mr/Ms) • Marketing preferences • Order history When you visit our stores: • Your image may be recorded on CCTV You have the right to: • Access your personal data, free of charge • Have your personal data rectified if out of date or incorrect • Have personal data erased, unless that would conflict with our legal obligations • Withdraw consent for us to use personal data, if you have previously given consent • Object to us processing your personal data and/or stop us using data for direct marketing If you would like to exercise any of these rights, you should contact us.
We have found that many problems can be overcome by simply referring to the 'troubleshooting' section of your manual. If the goods still seem to be faulty please contact us to report the issue. If the fault occurs within the first 30 days you will always have the choice of either a replacement or a refund. If the fault has occurred within the first six months after delivery, but after the first 30 days, you can request a repair or replacement of the faulty goods. However, we reserve the right to choose a solution when the choice of the customer is disproportionate or impossible to fulfill. In the majority of cases, it is likely that we will elect to send an item for repair in the first instance. If the repair is unsuccessful, you can then claim a replacement or a full refund. Alternatively, we will seek to agree on a price reduction with you if you wish to keep the product. After six months, where you can demonstrate that the fault was present at the point of original sale, you can still request a repair or replacement and we will deal with this request in the same way as set out above. In all cases, we reserve the right to inspect the product and verify the fault. If no fault is found, the product will be returned to you. The item must be complete and in the same condition in which you received it: • If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging • You haven't used the item (items are not sold on a trial basis) • The item contains no personal data and hasn't been registered to a user • Used items must not have any additional signs of use or damage.
