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Keene Retail Ltd TERMS AND CONDITIONS

TOTAL SATISFACTION - YOUR RIGHT TO CANCEL AS A CONSUMER
Should you be unhappy with any item you purchase from Keene Retail simply return it to us (within fourteen days of receipt) and we'll refund the cost of the goods in full. Should you wish to return an item to us please note the following;
• Goods must be returned to us in pristine condition and with all original product packaging and accessories
• Due to the nature of the goods that we sell there are certain items that may not be returned for refund. These items include custom made and special order items (eg "Leads to Go"), books, computer software, video and audio tapes, and CDs. Such goods will of course be replaced under guarantee if found to be defective
• Unwanted items not notified to us within fourteen days of receipt may not be accepted back for refund or may be subject to additional fees
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. Should you wish to you may use the model cancellation form provided.

EFFECTS OF CANCELLATION
If you cancel a contract, 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).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than-
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
Please note that business to business transactions are exempt from the Consumer Contracts Regulations returns policy

CANCELLATIONS AND RETURNS Business to Business Sales
No order can be cancelled or returned without our prior agreement and such requests are dealt with on a case by case basis. We reserve the right to refuse refunds or exchange requests from business customers. In some cases a re-stocking fee may be applied.

FAULTY PRODUCTS
If you think a product supplied by us is faulty or has developed a fault within the warranty period please contact us by any of the listed methods, (phone or email being preferred). Very often we can diagnose and advise solutions without the need to return goods to us. Faulty goods will be replaced or refunded accordingly and you will be kept informed at all times. Should the goods be deemed not faulty after testing we will contact you and do our best to help you through the installation and set-up procedure as required. Charges may apply for the expense of returning items and you will be advised should this be the case.

RETURNS PROCEDURE Consumer Sales
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. We strongly advise you to use a postage method that provides proof of delivery, as we cannot accept responsibility for any items until we receive them. 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
UNIT 9
OLD HALL MILLS BUSINESS PARK
LITTLE EATON
DERBYSHIRE
DE21 5EJ
UK
Please note that refunds for unwanted items apply to the cost of goods only and return shipping costs are non-refundable. If the item is being returned as a result of our error, (damaged, defective, wrong item sent etc), we will refund Royal Mail or Standard Parcel postage costs.

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 5.00pm UK time Mon to Fri.
By post: Keene Retail Ltd, Unit 9, 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 endeavor to hold stock of all the items we advertise and over 90% of goods are normally dispatched on the day we receive the order. We will inform you in the event of any lengthy delay. We operate a number of delivery options:
Deliveries to UK addresses
STANDARD delivery. This sent by Royal Mail or courier service and usually arrives within three working days (although this is not guaranteed). This delivery option costs £4.00 per order.
NEXT WORKING DAY* delivery. This is sent by Royal Mail or courier service and usually arrives the 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, charged at cost. If the payment method is by credit card, we will only deliver to the cardholder's registered address.

*Obviously we can only process your on-line order when we've actually received it, and whilst email is usually more or less instantaneous, just occasionally mail server routing can introduce a delay of a few hours, (particularly when some kind soul decides to email the whole world with their latest virus!). All we're saying is that good as this technology is, if something is absolutely time-critical to you we'll always recommend that you pick up the phone and talk to a human.

WARRANTY

All the products we sell are covered by a 12-month (return to base) guarantee unless otherwise stated.

LIABILITY

To the extent permitted by law, Keene Retail Ltd shall not be liable to the Customer by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of any Contract with the Customer, for any indirect, special or unforeseen loss or damage (whether for loss of profit or otherwise), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the supply of the Goods or their use or resale by the Customer.. Whilst every effort is made to deliver goods in accordance with the stated timescales, Keene Retail Ltd do not accept any liability for consequential losses incurred by late delivery of the goods.

ERRORS AND OMISSIONS
We have made every effort to ensure that the information contained in our web site and catalogue is correct and wherever possible we have included a picture of each product. Whilst this is intended to aid your selection we cannot guarantee the true likeness of product colours or size due to the imaging methods involved. Specifications may be subject to change without notice, and to preserve continuity of supply we may occasionally supply an alternative branded product of at least an equivalent (or better) specification. If there is any significant difference in specification we will contact you before processing you order. Whilst we try to ensure the utmost accuracy in our published prices, errors may occur. If we discover a pricing error relating to an order you have placed we will contact you as soon as possible with a full explanation, a revised offer, and the option to cancel. The published prices are provided as an invitation to treat and not as a confirmed sale. The contract is confirmed upon supply of goods.

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.

PRIVACY & SECURITY
All information collected from transactions is used only by ourselves and is not sold on to any third party company. We do not send random marketing emails to personal email addresses (spam). 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 website privacy or security related questions to security@keene.co.uk

COOKIE POLICY - YOUR PRIVACY WHEN USING OUR WEBSITE

Keene are committed to protecting you and any data (anonymous or otherwise) that we collect about you online. By using our websites (through any device) you agree that our Cookie Policy applies to that use. We reserve the right to make changes to our Cookie Policy. Any such changes shall appear here and become effective immediately. Your continued use of our websites is taken as meaning that you agree to any such changes.
What is a cookie? Cookies are files containing small amounts of information which are downloaded to the device you use when you visit a website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises that cookie. Cookies do lots of different and useful jobs, such as remembering what items are in your shopping basket, and generally improving your online experience.
There are a few different types of cookies:
Session cookies: Session cookies last only for the duration of your visit and are deleted when you close your browser. These facilitate various tasks such as allowing a website to identify that a user of a particular device is navigating from page to page, supporting website security or basic functionality. Many of the cookies we use are session cookies. They contain no personal information that can be used to identify an individual.
Persistent cookies: Persistent cookies last after you have closed your browser and allow a website to remember your actions and preferences. Keene websites do not use any of these cookies.
First and third party cookies: Whether a cookie is a first or third party cookie depends on which website the cookie comes from. First party cookies are those set by or on behalf of the website visited. All other cookies are third party cookies. Keene websites do not use any of these cookies.
Strictly necessary cookies: These cookies are essential in order to enable you to move around the website and use its features. Without these cookies services you would be unable to purchase any items from us. These cookies don’t gather information about you for the purposes of marketing.
Performance cookies: These cookies collect information about how visitors use a web site, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don't collect information that identifies a visitor although they may collect the IP address of the device used to access the site. All information these cookies collect is anonymous and is only used to improve how a website works, the user experience and to optimise our advertising. By using our websites you agree that we can place these types of cookies on your device, however you can block these cookies using your browser settings.
What if I don't want to accept cookies? If you wish to restrict or block the cookies which are set by our website you should do this through the browser settings for each browser you use, on each device you use to access the internet. Please be aware that some of our site features may not function if your browser does not accept cookies. However, you can allow cookies from specific websites by making them “trusted websites” in your internet browser. If you want to know more please visit www.allaboutcookies.org which contains comprehensive information on how to do this on a wider variety of browsers.

DATA PROTECTION
For your security and peace of mind Keene Retail Ltd abides by the requirements of the Data Protection Act 1998 and is committed to upholding the eight Data Protection Principles of good computer practice.

STATUTORY RIGHTS
None of these Terms and Conditions affects your statutory rights in any way.