Terms & Conditions

Last Updated 22nd November 2009

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 onto the site (see date above). By placing an order on this website you are agreeing to these Terms and Conditions.

Our Contract
You will have an opportunity to check and correct any input errors in your order up until you click the Submit Order button.

After you submit an order we will give you an Order Reference Number and details of the products you have ordered. Please note that any e-mails confirming our receipt of your order are acknowledgements, 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 accept your order and arrange delivery.

Alternatively, we may decline all or part of your order for any reason, in which case we will e-mail to tell you so.
When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. In particular, we may pass your details to Experian or other agencies 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.

Prices and Payment
All prices and charges on this site are in UK pounds and they include any VAT payable.
The total cost of your order will be the price of the products you order, plus the applicable delivery charge. 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.
We accept payment by Mastercard, Visa, Delta, Maestro and American Express. Payment is deducted when we process your order.

Customer Discount Code Offers ("Discounts")
Where you use a valid promotional code we have issued in conjunction with your purchase, the following additional terms and conditions apply:

- Discounts will only be available on order values over the amount stated in the offer.
- Discounts are only valid until the date published.
- Discounts are ONLY redeemable for purchases made on this website (www.refinedav.co.uk)
- Only one Discount may be used per customer per transaction.
- We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.

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 the product(s) to you.  We will contact you where we become aware of an error and ask you 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.

Age Requirements
If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age.

Christmas Delivery - Last Orders
To ensure delivery in time for Christmas, please place your order no later than Monday 21st December. Please also be aware that any orders placed after the 23rd December may be subject to delays due to the festive period.

Postal strikes
We use a variety of carriers to ensure your delivery will not be affected by postal strikes.

Where We Deliver
We can deliver to any address in mainland United Kingdom, this excludes the Channel Islands. For customers living in non-mainland UK (for example: the Isle of Man, the Isles of Scilly and some of the Scottish Islands & Highlands) we recommend that customer’s contact us BEFORE placing an order to ensure we can deliver to your address and to check the delivery costs.

Delivery Charges
We make every effort to keep our delivery charges as low as possible and on many items we are able to offer free standard delivery to mainland UK addresses. Where we make a charge, our charge depends on the type of product ordered and whether you choose standard delivery (2-3 working days), or a premium service. The applicable standard delivery charge is shown on each product page and all charges will be visible before submitting your order. There are additional charges if you choose a premium delivery service or if we have agreed to delivery to a non-mainland UK address. You will always be able to see all applicable charges for standard mainland UK delivery before submitting your order.

Delivery Times
Delivery times are calculated in working days - i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order after 12.00pm, please calculate your delivery time as if your order had been placed the following working day. For next week day delivery (if available) please order before 10.00am.

Small Products
We aim to deliver your purchase within 2-3 working days.

Standard Postal and Courier Deliveries are Monday to Friday (excluding Bank Holidays), usually from 9am to 5pm and we aim to get your purchase to you within 2-3 working days. For orders placed after 12:00pm we aim to get your purchase to you within 2-3 working days. For extended bank holiday periods like Christmas and Easter please allow 4-7 working days.

Premium Courier Delivery Services
If you choose a product that is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified. Premium delivery is not available for products delivered direct from the supplier. All deliveries must be signed for.
Standard courier deliveries are usually made between 9am and 5pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.

It is also very important to give a good contact telephone number when placing your order as our delivery drivers may contact you before the delivery is due to take place.

Supplier Home Delivery
Some products are delivered direct from the manufacturer or supplier, subject to availability. Some are made to order. Some can only be delivered to mainland Great Britain addresses. You will be contacted by phone or email to confirm precise details.

Forward Orders

Delayed Delivery
On selected small products, we offer the option to order an item in advance. That means that we have run out of stock but we know that more is on its way.

14 and 28-Day Delivery
On selected large products, we offer the option to order an item in advance. That means that we have run out of stock but we know that more is on its way.

IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control ( eg. problems obtaining authorisation for your payment ) and therefore they cannot be guaranteed. We will inform you if we become aware of an unexpected delay.

If authorised, please allow extra time for deliveries to non-mainland UK addresses.
Very occasionally different products in the same order may be delivered separately.

Tracking Your Order
You can track the progress of your order by logging in and then going to ‘My Account’. We will inform you if there are likely to be any unexpected delays.

Installation
We can arrange high quality, efficient and speedy installation service for many items.  Should you require further information regarding installations you should contact our Customer Services Team on customer.service@refinedav.co.uk

Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check that they have been despatched by using our tracking facility (simply log in and then go to ‘My Account’) or contact Customer Services on customer.service@refinedav.co.uk. If your order is not en route to you, please e-mail us at customer.service@refinedav.co.uk. In the unlikely event that a product arrives damaged or faulty, please contact us immediately with details of the problem.

Change of Mind Cancellations
You can cancel your purchase at any time either before or up to 7 working days* following the day you receive the goods by:
•  e-mailing us at customer.service@refinedav.co.uk if you ordered a product online to request that we collect your product.
•  phoning us on 0800 224 8279 - please have your order reference number and delivery details to hand.

* “working days” means all days other than Saturdays, Sundays and Public Holidays
Your product must be complete and in 'as new' condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it. Pre-recorded videotapes, DVDs, CDs, minidisc, memory cards and software must still be sealed. Any 'Free Gifts' received with the product must also be returned.

If you follow the steps above you will receive a full refund of the product price and any delivery charge paid. However, you must pay for the goods to be collected from you.

Any collection charge will be subtracted from your refund which will be processed on our receipt of the returned goods.  All returned items will be subject to a full examination prior to any refund being processed.

We cannot cancel your purchase when:
•  the seal has been broken on any videotapes, DVDs, CDs, minidiscs, memory cards, or software or games, or on any personal hygiene products such as shavers, or
•  the goods were a special order to your specification, or
•  the goods have been used or the original packaging is not available or has been damaged

Whilst the goods are in your possession, you must take reasonable care of them and not use them.

Faulty Goods
The following are guidelines. Wherever possible we will respond to your individual circumstances.
If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund. You will always have the option of an exchange or refund if the fault occurs within 28 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; and
•  complete with any accessories and free gifts offered with it and, if possible, the original box and packaging.

Please contact Customer Services on customer.service@refinedav.co.uk. If a fault occurs while you are abroad, please contact us after you return to the UK.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. non-rechargeable batteries, camera films, ink cartridges etc) the guarantee period is three months from delivery.

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.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

This Website
We, Refined AV Limited 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 prohibited.

You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

General
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on 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.
Your data protection rights are set out in our Privacy Policy.

Items sold on this website are intended for normal domestic and consumer use and are not intended 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.

Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture.

Fraud
We take fraud and any attempted fraud very seriously.  Details, including contact telephone numbers, e-mail addresses, names and addresses of all suspected fraud or attempted fraud will be reported to the relevant authority.

Anyone attempting or found to be committing fraud will be prosecuted.

These terms and conditions only cover the Refined AV 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.

www.RefinedAV.co.uk is a trading name of Refined AV Limited, c/o 7 Lloyd Street, Ryton, Tyne & Wear, NE40 4DJ, registered in England No. 07064251.