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These Terms and Conditions
These Terms and Conditions apply to all transactions on this site. Please read them
carefully. They do not affect your statutory rights.
We may change these Terms and Conditions at any time. Any changes will take effect on the
date they are posted on to the site. You will be asked to read and accept the Terms and
Conditions each time you place an order to ensure that you are familiar with the most
Please note that different terms, including prices, delivery charges, delivery times and
returns policies, may apply to purchases made in our store.
If you choose our reserve & collect service, your purchase will be subject to our normal
in-store Terms and Conditions; these are available in store. In particular, Reserve &
Collect purchases are not eligible for “change of mind” refunds or exchanges. Reserve &
Collect payments may not be made by business account.
You will have an opportunity to check and correct any input errors in your order up until
you click the Complete Order button.
After you submit an order we will give you an Order Reference Number and details of the
products you have ordered. We will send the same details to you in an email acknowledging
receipt of your order (Order Acknowledgement). Please note that this email is an acknowledgement, not
acceptance of your order.
Subject to the paragraph headed “IMPORTANT” underneath the “Prices and Payment” section
below, acceptance of your order and the creation of a legally binding contract between us
will only occur when we send you an email confirming your order.
When deciding whether or not to accept your order we may use certain information about
you, including any received from credit reference agency checks with Experian Limited or
other agencies. In particular, we may pass your details to Experian for them to check
against certain public and private databases. Experian may keep a record to use in future
security checks. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and may
invite you to pay by another method or suggest that you visit our store. Please note that
products, prices and offers in our store may differ from those featured on this site.
Reserve & Collect
After you submit a Reserve & Collect order we will give you a reference number and
details of your Reserve & Collect order. You will not be asked to pay for the goods until
you collect the goods from our store. For more details see below.
Prices and Payment
All prices and charges on this site are in UK pounds. They include any VAT payable, but
exclude delivery charges. For details see ‘Delivery and Installation’ below.
The total cost of your order will be the price of the products you order, the applicable
delivery charge, plus any additional services you choose e.g. installation. All these will
be set out clearly in your Shopping Basket before you submit your order.
Prices, offers and products are subject to availability and may change before, but not
after, we accept your order. If something becomes unavailable we may offer you an
alternative or suggest that you visit our store.
IMPORTANT: We try very hard to ensure that all information on this site is accurate.
However, just occasionally, an error can occur. If we discover an error in the price or
description of a product you have ordered, we may cancel your order at any time up to the
point we send you the product(s) (even if you have received your order confirmation email).
We will contact you where we become aware of an error and ask whether you wish to continue
with your order at the correct price or cancel it. If we do cancel your order, you will
receive a full refund of any charges paid in advance.
We accept payment by most major credit and debit cards. Payment is deducted when we
process your order. For Reserve & Collect orders you can also pay in cash. Payment is taken when you
collect the goods.
Restrictions - Age Requirements and Limits on Orders
If you order a product with a minimum age requirement, by ordering you confirm that you
are of the required age.
DELIVERY AND INSTALLATION (not applicable to Reserve & Collect items)
Where We Deliver
Delivery must be to an address in the United Kingdom, but excluding the Channel Islands
and, for some larger items, the Isle of Man, Anglesey, the Isles of Scilly and the Scottish
Islands. All deliveries must be signed for except for items sent by post and which are small
enough to be put through your letterbox. Please make sure you keep the receipt enclosed with
We make every effort to keep our delivery charges as low as possible. Our charge depends
on the type of product ordered and whether you choose standard delivery (generally 2-3
working days) or our local delivery and installation, and whether or not you have all of
your products delivered at the same time. You only pay one delivery charge for each order,
irrespective of the number of products ordered. If you order two or more products which fall
into different categories, the higher charge applies.
The applicable delivery charge is shown after you select the type of delivery you
How We Deliver
Smaller products are generally delivered either by courier or by post.
Larger products will be delivered by a courier service, or if you are in our local
service area by our own vans. The type of delivery we use will be selected as part of the
We aim to deliver within 2-3 working days after the order has been processed by us and
payment has been taken. At busy times this could be extended by 2 or 3 working days.
If you are in our Local Service Area and you have selected Full Delivery and Installation
then we will deliver within 2 working days of processing the order.
We will email you at each stage of the order process.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do
not receive your order in the time specified in our email confirming despatch then you can
email us on email@example.com or alternatively call us on 01934 622006.
Reserve & Collect
All our Products are available for Reserve & Collect and can be reserved online for you
to collect from our store.
Simply add the product to your basket as usual. You will given the choice to select Home
Delivery or Reserve and Collect.
If you select Reserve & Collect, you must go to our store to collect the goods by no later
than close of business the next trading day. Please allow at least one hour between
selecting your goods and arriving at the store to collect them. You will need to take your
reserve & collect email and reference number with you. We try to make sure that
reserve&collect goods always remain available for purchase until you arrive at the store,
however we cannot guarantee this. For this reason we do not take any payment from you until
you come to our store. You can pay by cash or credit/debit card, or by cheque covered by a
vailid cheque guarantee card and suitable ID. In the unlikely event that the goods are not
available we will do everything we can to get the product as soon as possible or help you
choose another suitable product.
All Reserve & Collect sales take place in our store. Sales are therefore subject to our
usual in-store Terms and Conditions and the Manager’s discretion. However, provided you
bring your Reserve & Collect print out and/or reference number with you, our store will
supply the goods at the online price which applied when you chose to Reserve & Collect*.
This may be cheaper than the usual in-store price.
*Subject to the advertised price being accurate as set out above in our pricing
You must provide a telephone number when you place a reserve&collect order. We may call
you to ask whether and when you intend to collect the goods. If we are unable to contact you
we may stop holding the goods available to you.
Returns and After-Sales Policy.
Cancellations for home delivery items only
We will exchange or refund your purchase either before or up to 14 days following the day
of delivery if you return the item to us as set out below, but it must be returned unopened
and in its original packaging, complete with any free gifts or accessories provided.
This does not affect your consumer rights and if you open the goods to inspect them, you
can still cancel your purchase at any time either before or up to 7 working days* following
the day the goods are delivered.
You can cancel your purchase by:
- returning the product to one of our stores with your receipt and bringing the card you
paid with so we can credit it, or
- emailing us at firstname.lastname@example.org to request a returns no.
- phoning us on 01934 622006 with your order reference number and delivery details to
* “working days” means all days other than Saturday, Sunday and Public Holidays
In all cases, your product must be complete and in 'as new' condition. If you have opened
the box to examine the product you must have done so without damaging or marking the product
or packaging. The product must not have been used or installed. It should be returned with
the original box and packaging, along with any accessories you received with it. Pre-
recorded videotapes, DVDs, CDs, minidiscs, memory cards and software must still be sealed.
Any free gifts received with the product must also be returned.
If you follow the above steps, we will issue you with a full refund for the cost of the
product and any delivery charge you paid. Refunds take 3-5 working days to be credited to
your payment card.
You must return the goods to us at your own cost.
When we receive the goods if they have been used or the packaging has been marked or
damaged or inclomplete, or any items are missing, or if the goods have been marked or
damaged then we reserve the right to make a reasonable reduction from your refund.
Whilst the goods are in your possession you must take reasonable care of them and not use
We cannot cancel your purchase when:
- - you have chosen our Reserve & Collect service
- - you return your product to our store without proof of purchase
- - there is a contract for services with the product and you have started using the
services; this would include, for example, a mobile phone subscription, but not an extended
warranty service agreement
- - the seal has been broken on any videotapes, DVDs, CDs, minidiscs, memory cards or
- - the goods were a special order to your specification
The following are guidelines for all goods ordered for delivery. For Reserve & Collect
items, please see in-store Terms and Conditions and your receipt.
Wherever possible we will respond to your individual circumstances.
If there is a fault with your product within the applicable product guarantee period
(normally 12 months from delivery) or other defect with your order, we will arrange for the
goods to be serviced or put you in touch with a local service agent. You will always have
the option of an exchange or refund if the fault occurs within 14 days of delivery. In all
cases we reserve the right to inspect the product and verify the fault.
To qualify for a refund or exchange the product must be:
- - in otherwise 'as new' condition
- - complete with any accessories and free gifts offered with it
- - if possible, with the original box and packaging
If a pre-recorded videotape, DVD, CD, minidisc or other software is faulty under
guarantee we will happily exchange it for the same title or offer a refund.
You can either return the product to our store or phone Aftersales on 01934 622006 to
arrange service. Any refund due to a fault or other defect will include a refund of the
applicable delivery charge. In these cases, we will also pay for our costs of collecting
goods if they are not taken into our store. Replacement goods are sent by standard delivery
This promise does not cover faults caused by accident, neglect, misuse or normal wear and
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE
AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.
We are committed to protecting your privacy. We will only use the information that we
collect about you lawfully (in accordance with the Data Protection Act 1998) . We collect
information about you for 2 reasons: 1), to process your order and 2), to provide you with
the best possible service. We will not email you in the future without your consent. We will
give you the chance to refuse marketing email from us. We do not send random marketing
emails to personal email addresses (spam). The information we collect about you includes:
your name/address/phone number/email address/credit/debit card details. We will never
collect sensitive information about you without your explicit consent. The information we
hold about you will be accurate and up to date. You can check this information by emailing
us. If you find any inaccuracies we will delete or correct it promptly. Cookies are used on
this site, but only to keep track of contents added to your shopping cart. We do not
disclose buyers information to third parties. The personal information we hold will be held
securely in accordance with our internal security policy and the law. Any
Questions/comments, please email us.
We and our suppliers own the copyright, trademarks and all other intellectual property
rights in all material and content on this website, which you may use, download, copy,
publish, transmit or otherwise make available by any other means only for your own personal,
non-commercial use. Any other use or reproduction of the material or content is strictly
You may not create any link to this website without our prior written consent.
These terms and conditions and all transactions relating to this website are governed by
English law and are subject to the non-exclusive jurisdiction of the English courts. We do
not accept amendments to these terms and conditions.
These terms and conditions only cover the Peter Castell Ltd website. Any other websites
to which you link from this site are governed by their own terms and conditions. We accept
no responsibility or liability for the content or operation of websites which are not under
our control. We are required by law to tell you that sales can be concluded in English only
and that no public filing requirements apply.
Items sold on this website are generally intended for normal domestic and consumer use
and not for resale or commercial use. We reserve the right to refuse access to this website,
to remove or edit content, or to refuse or cancel orders at our discretion. If we cancel an
order, it will be without charge to you, and we will reimburse any payment made by you. Peter Castell Ltd are registered at 96 Meadow Street Weston super Mare Somerset BS23 1QW,
registered in England No. 1200442, VAT No. 691 8850 87.