At Polkadoodles we are extremely proud of our customer service and we are praised on a daily basis for going "above and beyond" for our customers - we know that without you we wouldn't have a business so if you have any kind of issue or problem with our products or the website etc please email us at...[email protected]
If you do have a problem, please refer to the following notes:
Every Polkadoodles disk is supplied with a TAMPER PROOF SEAL to protect the CD's copyright and integrity of the CD. Once this seal is broken your statutory rights to exchange/refund are affected - please see below.
If you think you have a faulty/damaged disk please refer to the help files on the website to see if this resolves it for you. We RARELY receive a returned disk that has a fault, 98% of them are returned in perfect working condition and it is usually the user's PC that is the issue, or that the user has not taken good care of the disk or it's dirty.
We will ONLY replace a faulty CD within 30 days of purchase - please contact us for further information and help. If you have a CD which has developed a fault during an extended period please contact us.
All items sent for return/exchange must be suitably packaged, we recommend you use Royal Mail's recorded delivery service so you can track the item. If we receive a return and no fault is found after extensive testing we will return it to you, and postage will NOT be refunded.
We will ONLY refund or exchange a CD which is not faulty if the SEAL IS UNBROKEN, as is the case on the High Street with all other companies which sell CD's and DVD's of any kind.
Any CD returned to us should be accompanied with a short note explaining the reason for return and your Polkadoodles order number. Any CD's purchased through Create and Craft/Ideal World/any other Retailer should be returned to them.
We reserve our right under the Digital Selling and DSR Laws to not refund a Digital CD Rom product - any returns will result in a credit being issued to your account on the website for you to then spend as you wish (Postage costs will not be refunded).
Dies will only be replaced if found faulty and cannot be exchanged or refunded. All die returns must be agreed in advance and faulty dies will be tested in the Polkadoodles office prior to agreement of the replacement. Please see our TERMS AND CONDITIONS and arrange a RETURN through your ACCOUNT.
P&P will not be refunded on items sent for refund or exchange unless the item was found to be faulty.
STANDARD LEGAL TERMS AND CONDITIONS OF SALE UNDER THE *DISTANCE SELLING RULES (DSR) AND REGULATIONS ACT (issued by the Office For Fair Trading):
CANCELLATION OF ORDERS:
1.Consumers have a minimum of seven working days to cancel an order or request a refund commencing the day following delivery of the order.
to exercise cancellation rights
• If you wish to cancel your order, you must take
reasonable care of the product while in your possession - all items must be returned in their original packaging and in good, saleable condition. (except in the case of sealed software CD roms/DVD's which must only be returned "as new" unopened and still sealed in the original case and packaging - please see regulation 13 of the DSR).
• Orders which have been cancelled or returned for refund must be returned at the customer's own costs and postage and shipping will not be refunded.
We offer a free shipping service through Royal Mail and are therefore unable to offer a free signed for service. All our orders are shipped first class without exception. Royal Mail do not consider an item lost or missing until after 15 WORKING days. We appreciate how annoying missing items are and it is usually more annoying for us as a company as it affects the service we give to you, our customer, but please ensure you allow adequate time for your delivery to reach you.
Under the regulations of the DSR above, as a consumer you must allow us 30 working days to deliver your order. If an order is undelivered for whatever reason we will ALWAYS replace it as soon as possible *within reason* after 15 days has lapsed, within the UK. Please contact us by email at [email protected] in the case of all delivery queries. If, after 30 days we have failed to deliver your item we will refund your order if you do not wish to receive a replacement.
The DSR rules and regulations have been put in place by The Office of Fair Trading to protect your rights as a consumer, and our rights as a vendor and we are bound by law to adhere to the regulations.
We assure you of our best attention and customer service at all times - please feel free to contact us with all your customer service issues at the above email address or telephone 01904 400527
Customer Service is a priority within our business - please help us to maintain our outstanding reputation for service by also being aware of the DSR rules above.
If you have an issue with an order or delivery we want to resolve it quickly for you so please contact us directly in the event of any complaint.
We respect your rights as a consumer to dispute issues through Paypal if we have not resolved it satisfactorily for you ourselves, but a Paypal Dispute should only be raised in extreme conditions as it can restrict our ability to resolve your complaint quickly and effectively. We always prefer to deal directly with our customers and pride ourselves on our service.