Terms, Conditions & Optional Extra’s
Q. Can I add my name/logo?
A. Sorry, no simple yes or no answer to this one. This is very much dependant on the product you are buying. Options include silk screen and digital printing, laser printing, embroidered labels, adhesive labels, domed badges, etched or engraved badges. To find out which options are suitable for branding the product you have chosen contact us and we will be happy to discuss the options with you.
Q. Can you supply an insert to protect/hold my products place?
A. Yes we can supply a variety of inserts either as plain foam blanks, egg box/profile foam inserts or pick and pluck foam inserts. Alternatively if you want a more precise customised interior please click here to view (link through to interiors page) our foam inserts/custom interiors section were you can find the full internal customised options. These options include routed plastazote, die cut polyether foam, nylon topped foam, product boards with pockets or elasticated loops or vacuum formed trays/inserts.
Costs and Payment
Q. Why are there different prices depending on the quantity I buy for some products and not for others?
A. Simple! We work out the best possible price we can and include delivery costs. For most items this makes us able to offer a discount on multiples as we can combine and reduce delivery costs. On some larger items it is not possible to combine items due to carrier carton or pallet restrictions on sizes in this case the price will appear the same for example the price for 1 piece will be the same as for 4 pieces.
Q. What is POA?
A. There are some instances where carriage cannot be calculated due to us requiring the destination address to be able to cost the delivery. POA stands for price on application – in other words give us a call or drop us an email and let us know how many of which item and the delivery address and we will be able to work out the best possible price for you!
Q. I want a larger quantity than it shows online, how much will it be?
A. Again this depends on the item chosen, just call us or send us an email with the item reference the quantity required and also include the delivery address and we will produce a no obligation quotation for you.
Q. Will I have to pay VAT?
A. All prices indicate in the items description whether the price is inclusive or exclusive of VAT – the VAT to be added is shown clearly beside each product if the price is exclusive of VAT. Generally our prices are shown as VAT included on luggage products on the site and plus VAT on all other products. VAT is charged at the current revised rate of 20% and is added to the nett cost at the checkout.
Q. Can I place my order and pay any other way other than via the website?
A. By all means, we accept orders via the telephone, by fax, by post and via email. As well as accepting most major credit or debit cards we can also accept payment via bacs transfer, by cheque or in cash.
Q. Do I get confirmation of my order?
A. Yes you do, an automatically generated email will be sent when you order is placed, you can print this confirmation for use as a VAT invoice.
Q What happens if my order is not in stock?
A. If for any reason the item you have ordered is not in stock, we will place the order on back order for you and contact you either by telephone or email with the option to cancel the order if you do not wish to wait. We require the cancellation by email or fax by return.
Q. Will you substitute my order if a product is out of stock?
A. Not without consulting you, in the event we do not have stock of the item you have ordered we will contact you to discuss alternative options.
Q. I am not located in the UK mainland can I still buy from you?
A. Yes you can let us know the product you are interested in the quantity you require and the delivery address and we will produce a no obligation quotation for you.
Q. Is delivery included?
A. Yes….all of the prices stated on the web site include delivery within 2-5 days on stock items, if stock is not available you will be contacted and advised of the current lead time on your order. Couriers deliver between 8.00 am and 5.30 pm Monday to Friday and the consignment will need to be signed for. The prices on our website include delivery to one UK mainland address with some exceptions with the Scottish Highlands and Islands. In the event you require a delivery in these areas and there is any difference in shipping costs we will contact immediately and advise of the difference. You will of course have the option not to proceed with the order if you do not find the cost acceptable.
Q. What about if I order accessories only?
If you place an order for an accessory only i.e a foam, a lock or panel frame for example then a carriage surcharge will apply as the delivery costs are built into the case costs. We will of course inform you of this cost once we know what the order will consist of and the delivery address.
Q. Can I upgrade my delivery to get my order faster?
A. If you need your item urgently please call us to see if we are able to meet your delivery requirement. We always try to meet these requests if at all possible, however additional costs may be applicable. If additional costs are involved you will be advised of these when you speak to one of our representatives, theses costs are always kept to a minimum.
Q. What happens if I am not in when my goods are delivered?
A. If you are not in when the courier attempts delivery you will be left a card to tell you that you have missed an attempted delivery, the card will tell you the next step to arrange either the collection or redelivery of your consignment. If this process is repeated and no-one is available for the second attempt a charge may be applied, in this instance you will be advised. Couriers deliver between 9.00 am and 5.30 pm Monday to Friday.
Q. Can I collect my item?
A. Of course, opening hours are 8.30-5.00 Monday – Thursday, 8.30 – 2.00 on a Friday, OK hands ups we sometimes sneak off 5 minutes early to try and avoid some of the traffic, so don’t leave it until 4.59 you may miss us!
Q. My order has not arrived?
A. If you order has not arrived please contact us and we will be happy to look into tracing your consignment for you.
Cancellation or Returns
Q. Can I cancel my order?
A. In compliance with distance selling regulations you are entitled to cancel your order within 14 days of the order being placed. In the event you choose to cancel your order and the goods have not been despatched to you, your refund will be in full. If the goods have been despatched/delivered we reserve the right to recover from your refund any costs incurred in relation to the order up to the time of cancellation – you will be advised of these costs prior to the partial refund being made. If the goods are in your possession you will need to return these to us in the full original packaging and with all paperwork within this 14 day period at your cost.
Q. The item I brought is not suitable can I return or exchange it?
A. Should you receive your item and find it not suitable for any reason other than due to damage, let us know immediately and return the goods within 14 days at your cost in the full original packaging and with all the paperwork sent alongside the goods. Please also include a note as to why the goods are being returned, failure to include this will result in a delay in turn return being dealt with. We will acknowledge receipt of the item and contact is arrange a refund/replacement. Again we reserve the right to recover from your refund any costs incurred in the original delivery of the goods is reserved, you will be advised of any such costs which are involved.
Q. How and when will I get my refund?
A. Your refund will be by the same method you originally paid by and will be processed once goods have been received back to stock and any deductive costs have been discussed and agreed.
Q. What about my statutory rights?
A. All of these terms and conditions in no way affect your statutory rights as a UK consumer.
Q. There is an error on your site, who do I tell?
A. Call the office or drop us an email firstname.lastname@example.org and we will get it amended, although perfection is our goal excellence will have to do for now!
Q. If I have a recommendation or complaint what do I do?
A. Answer on a post card to PO Box…. No seriously give us a call or send us an email, we will do our best to help.
Q. What are your full company details?
A. Our full details are as follows:
PottertonPacs Ltd, 103 Coleman Road, Leicester, LE5 4LE Tel 0116 2767562
Vat No. GB 132 9418 18
Registered Company Name PottertonPacs Limited
Company Registration Number 7938336