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:
We want you to be happy with your purchases. Any physical product purchased can be exchanged or returned for refund. You can request this within your account on the website or email us to notify you wish to return an item within 14 days of receiving your goods. Items returned must be received within 14 days of notification of return. You will be refunded within 14 days of receiving the goods back if not sooner. We highly recommend you return items with a signed for service, proof of posting is not proof of receipt. RETURNS POSTAGE IS AT YOUR OWN COST unless items are damaged on receipt.
Goods returned must be in a good, saleable condition, unused and in the original sealed packaging - WITH THE EXCEPTION OF THE FOLLOWING ITEMS:
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/Hochanda any other Retailer should be returned to the place where you originally purchased it.
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).
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.
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. 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.
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 arrange a RETURN through your ACCOUNT - Dies must be returned in the original sealed packaging and must be unused.
DIGITAL FILES AND DOWNLOADS:
We reserve our right under the Digital Selling and DSR Laws to not refund or exchange a DIGITAL DOWNLOAD product once the order has been completed and processed. Downloads are automatically processed once payment is received and the order has completed it is not eligible for any kind of refund or exchange under any circumstances under International Digital Selling Regulations. If you have an issue with a download please let us know so we can try and help you.
On checkout you MUST ACCEPT our Terms and Conditions to proceed with your order within the shopping cart - please read these carefully and ensure your order is correct before you checkout.
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 14 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. Royal Mail do not consider an item lost or missing until after 28 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 28 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 28 days has lapsed, within the UK. Please contact us by email at [email protected] in the case of all delivery queries. If, after 28 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.