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Terms and Conditions

Terms and conditions for the supply of goods, services and digital content

  1. 1. terms

These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

In addition to these terms and conditions, the following terms also apply to your use of our websites and data protection:

· Privacy Policy

· Terms of website use

· Cookie policy

· Acceptable Use policy

  1. 2. Information about us and how to contact us

2.1 Playbackbone.co.uk is a site operated by Exertis (UK) Limited. Exertis (UK) Limited is a company registered in England and Wales. Our company registration number is 1511931 and our registered office is at Exertis (UK) Ltd. Technology House, Magnesium Way, Hapton, Burnley, Lancashire, BB12 7BF. Our registered VAT number is GB864438791.

2.2 You can contact us by e-mailing playbackbonesupport@exertis.co.ukor the address stated in clause 2.1 above.

2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 When we use the words “writing” or “written” in these terms, this includes emails.

  1. 3. Our contract with you

3.1 Offer and acceptance. When you place your order you are offering to buy the product(s) or services from us. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. We will inform you of this and will not charge you for the product or service. If we have charged you, you will be refunded any price you have paid. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline specified.

3.3 Produce and service availability is displayed on our website. We rely on our computer systems for stock control and, consequently, information may occasionally be inaccurate. In such circumstances we will contact you to try to resolve the issue, but reserve the right to cancel the contract and refund you in full.

3.4 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

  1. 4. Our products

4.1 Products may vary slightly from specification/pictures. We try to provide accurate measurements/dimensions in respect of the products we sell but these may not include protruding features such as controls or handles. Images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we can’t guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of the product may also vary from that shown in images on our website.

  1. 5. Your rights to make changes

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).

  1. 6. Our rights to make changes

6.1 We may change the product:

(a) to reflect changes in relevant laws and regulatory requirements; and

(b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

  1. 7. Delivery

7.1 Delivery costs will be as displayed to you on our website.

7.2 Delivery times will be notified to you during the order process and you will be sent an e-mail once the product has been dispatched from our warehouse. You will also receive a text message from our third-party courier on the day of the proposed delivery

7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4 If you are not at home when the product is delivered, no one is available at your address to take delivery and/or the products cannot be posted through your letterbox, the courier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

7.5 If you do not re-arrange delivery after a failed delivery to you and you do not collect the order from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

7.6 You become responsible for goods from the time we deliver the product to the address you gave us, or you collect it from a depot.

7.7 You own goods once delivered/collected and we have received payment in full.

7.8 Provision of information. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

7.9 We may have to suspend the supply of a product to:

(a) deal with technical problems or make minor technical changes;

(b) update the product to reflect changes in relevant laws and regulatory requirements;

(c) make changes to the product as requested by you or notified by us to you (see clause 6).

7.10 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.11 We may also suspend supply of the products if you do not pay when you are supposed to (see clause 12.4), and until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).

7.12 In the unlikely event that your product is lost or damaged in transit, please contact us by email at playbackbonesupport@exertis.co.uk. In the case of damage please contact us within 48 hours of receipt.

  1. 8. Your rights to end the contract

8.1 If you change your mind within 30 days after delivery of your product, you may return your product to us and end the contract provided it is unused, unopened in its original condition and packaging and in a re-sellable condition (Goodwill Refund Policy). If the product is damaged, we may offset the amount of your refund by the diminished value of the product. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;

(b) If you want to end the contract because of something we have done or have told you we are going to do,see clause 8.2;

(c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

(d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.7.

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;

(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

(e) you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4 Our goodwill guarantee. Please note, these terms reflect the goodwill guarantee offered by us to our UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 11.2):

Right under the Consumer Contracts Regulations 2013 How our goodwill guarantee is more generous
14 day period to change your mind. 30 day period to change your mind.

8.5 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:

(a) perishable goods such as food, flowers, newspapers or magazines cannot be returned;

(b) gift cards;

(c) downloadable software products;

(d) books with obvious signs of use;

(e) sealed audio or sealed video recordings or sealed software, once these products are unsealed after you receive them;

(f) any item not in its original condition, is damaged or missing parts for reasons not due to our error.

(g) any item that is returned more than 30 days after delivery;

(h) digital products after you have started to download or stream these;

(i) services, once these have been completed, even if the cancellation period is still running;

(j) health and personal care items, products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases

(k) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or

(l) any products which become mixed inseparably with other items after their delivery.

8.6 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

(a) Have you bought services? If so, you have 30 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

(b) Have you bought digital content for download or streaming? if so, you have 30 days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

(c) Have you bought goods?, if so you have 30 days after the day you (or someone you nominate) receives the goods, unless:

(i) Your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

(ii) Your goods are for regular delivery over a set period. In this case you have until 30 days after the day you (or someone you nominate) receives the first delivery of the goods.

8.7 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you don’t have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. Different types of contract are completed as follows:

(a) A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for.

(b) A contract for services is completed when we have finished providing the services and you have paid for them.

8.8 If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us at playbackbonesupport@exertis.co.uk. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

  1. 9. How to end the contract with us (including if you have changed your mind)

9.1 Tell us you want to end the contract by doing the following:

(a) We operate a 30-day refund policy. If you are within the 30-day refund policy period and would like to request a refund, please contact Customer Service by email on: playbackbonesupport@exertis.co.uk

Please note, you will be required to provide the following details when requesting a refund:

· Reason for return

· Product(s) to be returned

· Order Number

· Quantity of items to be returned

· Collection address

(b) If you are outside the 30-day refund policy period and the reason for your refund request is due to a technical or quality issue, then please contact Technical Support for assistance by emailing playbackbonesupport@exertis.co.uk or visit our FAQs which may already answer your question.

9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. In order to arrange your return we will provide you with a return reference number known as an RMA . Once you submit all the required information to Customer Service it can take up to 5 working days to arrange an RMA and send this number back to you. At the same time as providing you with the RMA number we will send you details about your collection date and details for packaging and labelling the parcel. Once the product has been collected it can take up to 2 working days to be returned to the warehouse.

9.3 Cancelling my order. If you would like to cancel your order prior to delivery or within 14 days of delivery, please email playbackbonesupport@exertis.co.uk stating your order number and request to cancel in the subject heading. If your order has already been dispatched or delivered you will receive notification advising you that your order has been shipped. Once your product is delivered, you will be contacted for the return to be arranged. Please do not refuse delivery of your order as this may delay the return and subsequent refund of your order.

9.4 We will arrange collection and pay the costs of return in all circumstances, including where you are exercising your right to change your mind.

9.5 We will refund you the price you paid for the products including delivery costs, by the method you used for payment.

9.6 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

(a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.

(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

9.7 Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, estimated 14 days.

9.8 Late or missing refunds (if applicable). If you haven’t received your refund, first check your bank account again. Then contact your credit/debit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at playbackbonesupport@exertis.co.uk

9.9 Sale items. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. In the case of sale items we will discuss options with you, the customer. Our rights to end the contract

  1. 10. OUR RIGHTS TO END THE CONTRACT

10.1 We may end the contract if you break it; we will write to you and tell you we are doing so if:

(a) you do not make any payment to us when it is due and you still do not make payment within 3 days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or

(c) you do not, within a reasonable time, allow us to deliver the products to you.

10.2 Refunds to you if we end the contract If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for any products we have not provided.

10.3 We may withdraw the product – if so, we will write to you to let you know that we are going to stop providing the product. We will tell you in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

  1. 11. If there is a problem with the product

11.1 If you have any questions or complaints about the product, please contact us. You can write to us at playbackbonesupport@exertis.co.uk or the address stated in clause 2.1 above.

11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

· up to 30 days: if your goods are faulty, then you can get an immediate refund.

· up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.

· up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 8.3.

If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

· if your digital content is faulty, you’re entitled to a repair or a replacement.

· if the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back

· if you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation

See also clause 8.3.

If your product is services, the Consumer Rights Act 2015 says:

· you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

· if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.

· if you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

11.3 Your obligation to return rejected products. If you want to exercise your legal right to reject products please follow the process set out in clause 9.2.

  1. 12. Price and payment

12.1 We reserve the right to change our product’s prices at any time without further notice.

12.2 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order (excluding delivery). We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.3 We will pass on changes in the rate of VAT between your order date and the date we supply the product. We will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.4 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

12.5 You must pay for all goods, products and services in advance. We accept payment via the methods stated on the order page.

12.6 If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

  1. 13. Our responsibility for loss or damage suffered by you

13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us or notified us during the sales process.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2; and for defective products under the Consumer Protection Act 1987

13.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

13.4 If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

13.5 We are not liable for business losses. We only supply the products for domestic and private use. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.6 Subject to the preceding provisions of this clause 13, our aggregate liability to you is limited to a sum equal to the amount paid by you for the relevant item of goods, service or content in respect of one incident or series of incidents attributable to the same cause.

13.7 This clause 13 does not affect your statutory rights as a consumer.

  1. 14. How we may use your personal information

14.1 We will use your personal information in accordance with our Privacy Statement

  1. 15. Other important terms

15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

15.7 COOKIES – Cookies are a technology which is used by us to provide you with customised information from our website. For further information visit our Cookie Policy page

15.8 We may change these terms and conditions at any time and such changes will take effect when posted on the website in respect of all transactions entered into from such time.

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