Returns & Exchanges
WHO WE ARE
This website is www.shop.spinal-research.org & is operated by:
Urban Planet Comms Ltd
Blackbushe Business Park
If you need to contact us at any time you can use use the email address below;
MAKING A CONTRACT WITH US
2.1 Whenever you place an order with us you are making an offer to buy goods. We will send you an e-mail which will confirm that we have received your order. This email will be sent to the email address that you give when placing your order, so you must ensure you enter the correct email address when placing your order. At this stage, the order status will read as "Pending".
2.2 As soon as we have reviewed your order we will confirm that we have accepted your order. Accordingly, a contract is then made between us. The order status will then be changed to read as "Processing". We will then begin the production process for your order.
2.3 In the unlikely event that we have made a pricing mistake we will advise you of this. Your order will not progress to the "Processing" stage and there will be no contract between us until a reply has been received agreeing the revised price.
2.4 With the exception of photos showing actual products, images of products on this website are for illustrative purposes only. In the case of digital prints we will reproduce the image using a much higher resolution version of the identical image with which you place your order.
2.5 We have made every effort to display as accurately as possible the various colours of our products that appear on this website. However, since the screens on all viewing devices (eg personal computers, laptops, tablets and smartphones etc) are calibrated individually, we cannot guarantee that the colours displayed on your monitor will reflect with 100amp; accuracy the colour of the actual goods.
2.6 All information provided on this website (including product descriptions) is provided as accurately as possible and in good faith.
2.7 This contract is covered by English law.
HOW TO PLACE ORDER
3.1 You can use this website to place an order by selecting any number of products you wish to buy and adding them to your shopping cart. Before adding any item to shopping cart you must customise the product by selecting the colour, size and framing, as appropriate. Any items you decide are not required can be removed from your cart at any time.
3.2 Shipping charges will be shown prior to you placing your order. Most orders to UK addresses will have shipping charges applied to them.
3.3 Any Goods and prices of Goods displayed on this site constitute an invitation to treat. In order to purchase Goods from this site and conclude a contract you must (i) add Goods to the "Shopping Cart", (ii) enter your full billing name and address, (iii) enter your full name and address for delivery, (iv) complete payment by entering your payment card details and clicking on the "Order with obligation to pay" button or by clicking on the Paypal button and entering your payment details at the Paypal website, which is a secure third party merchant payment website. As soon as the payment is confirmed and authorised this constitutes an offer made by you. Our acceptance of your offer only occurs once you receive notification of acceptance of your order, which will appear on the screen as soon as you place your order. You will also receive a confirmation of the contract sale by separate email.
3.4 If at any time during the purchase process you enter incorrect information you will be alerted to this on the screen and invited to correct it.
3.5 You will be required to pay for the goods in full at the time of ordering and payment will be authorised and taken by us as soon as you complete your order.
3.6 We use secure payment facilities for all online purchases. You can pay for your order by Visa, Mastercard or PayPal. Payment is entered in a secure SSL environment located at the merchant providers outside of this website (Global Iris and Paypal)
3.7 All prices quoted on our website are gross prices in UK pounds by default and exclude any delivery costs. VAT will be added where appropriate. Promotional prices will apply only during the period stated.
3.8 Once your order has been confirmed it may not be possible for us to make any changes to your order. However, if you do wish to make a change to your order then you should notify us immediately.
3.9 Once your order has been produced and packed we will notify you as soon as it has been dispatched. We will also provide you with courier tracking information as soon as this has been passed to us by the courier.
DELIVERY & SHIPPING CHARGES
4.1 Our products are dispatched as soon as they have been made and packed. Since all of our goods are hand made to order the estimated lead times can sometimes vary, but in general you should expect to receive your goods within the timescales set out.
4.2 All our products are typically produced and dispatched within 5 - 7 working days from the date you place your order, although if our business schedules allow we will endeavour to dispatch your order sooner than this whenever it is possible to do so.
4.3 For large orders we may sometimes split these up into separate parcels. Under these circumstances your order may arrive in more than one delivery.
4.4 We deliver to all of the countries and regions set out. We are not able to deliver digital prints to customers in Australia or New Zealand.
4.5 The courier will deliver the goods to the premises you specify as the shipping address with your order. You must ensure that someone is at the premises to accept delivery of your order by signing for it. Deliveries are usually attempted between 9:00am and 6:00pm Monday-Friday. You may specify a home address, work address or friend/neighbour address with your order.
4.6 We cannot accept responsibility for any loss or damage if you instruct the delivery company to leave the goods unattended.
4.7 We use strong packaging materials to ensure that your goods arrive at your door in perfect condition. All products are inspected prior to their dispatch. If for any reason the package is brought to you in a state that could mean it might be damaged then you should unwrap the parcel and inspect it before signing your acceptance of it. If you discover that the goods have been damaged in transit then you must refuse delivery of the package and give it back to the courier. We then ask you to notify us immediately (email@example.com), whereupon we will replace your goods free of charge and as soon as practically possible.
4.8 If the goods become lost in transit then please notify us promptly. Please note that instances of damage or the mislaying of parcels is extremely rare.
4.9 Disposal and/or recycling of packaging materials is your responsibility.
4.10 Following two failed delivery attempts the goods may be returned to us and we reserve the right to charge you for re-delivery.
4.11 If you decide to change the delivery address once the goods have been dispatched and are en route to you we reserve the right to pass on any charge levied by the carrier for redirecting your delivery.
4.12 Deliveries are made on the condition that there is reasonable access for the safe and easy delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.
4.13 Very occasionally, under circumstances beyond our control, our carrier may be prevented from delivering your goods as planned. These circumstances include instances such as accidents, vehicle and equipment breakdowns, fire, flood, severe weather, acts of God, war, riot, civil commotion, malicious damage or the default of our suppliers. We will do our utmost to put matters right as soon as possible in order to ensure that you either receive your order or are fully reimbursed. Please understand that until the situation is rectified we cannot be held accountable for delays or failures in delivering your goods as a result of the aforementioned (extremely rare) circumstances.
CANCELLATION / RETURNS
5.1 As an online retailer we are bound by the UK Consumer Protection (Distance Selling) Regulations.
5.2 You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods that we dispatch to you.
5.3 These terms and conditions do not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel unless faulty:
Any items which have been personalised or modified to your specification, including but not limited to wallpaper and wall murals. Images you send to us for printing or painting reproduction and custom colours or styles which beyond the scope of options listed on this website.
5.4 To exercise the right to cancel, you must inform us of your decision to cancel this contract by any clear statement, within the time frame set out in 5.2.
5.5 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.
5.6 If you cancel this contract, we will reimburse to you the full order value.
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.
5.8 We may withhold reimbursement until we have received the goods back from you or that you have supplied evidence of having sent back the goods, whichever is the earliest.
5.9 As soon as you have notified us with your intention to return the goods you should without undue delay send the goods back to us at our address and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you return the goods before the period of 14 days has expired. Please ensure that the goods are sent by a secure method and that they are packaged very well in order to minimise any chance of damage during transit. You will have to bear the direct cost of returning the goods to us.
CONSUMER’S LIABILITY FOR DIMINISHED VALUE OF THE GOODS
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
FAULTY GOODS / GUARANTEE
6.1 If there is a problem with the goods, you should notify us by email (or in writing) and provide details of the issue. We would also ask you to send us one or more digital photographs which clearly highlight the problem. The reason for this is to save you from having to return the goods to us for inspection. If we cannot assess the problem by virtue of the digital image(s) you provide then we will ask you to return the goods to us. In the event that the goods are faulty then we will reimburse the return postage costs to you. If the goods are not faulty, we will return them to you. However, you will be required to cover our reasonable postage costs for returning the goods to you. Whether your return a faulty item to us or not, we will deal with the matter in accordance with your rights.
6.2 If an exchange is necessary, this will be arranged by us without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods are confirmed as faulty.
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty.
6.3 Our items are framed with wood and you must take all reasonable care to avoid hanging a frame in close proximity to a heat source or moisture. We cannot be held responsible for any distortion of the frame over time due to it being sited incorrectly.
USE OF WEBSITE
7.1 You are permitted to use our Website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this Website must not be republished online or offline without our permission.
7.2 The copyright and other intellectual property rights in all material on this website are owned by us or our licensors and must not be reproduced without our prior consent.
7.3 Subject to paragraph 7.1, no part of this Website may be reproduced without our prior written permission.
8.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in England and Wales.
LAW AND JURISDICTION
These Terms and Conditions shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection therewith shall be subject to the exclusive jurisdiction of England and Wales.