TERMS AND CONDITIONS FOR ONLINE PURCHASES
The following terms and conditions (referred to as the Terms) apply to all purchases made from the TV In Disguise website (www.tvindisguise.co.uk). By placing an order you are making an offer to TV In Disguise (referred to as us/we/our) to purchase the items ordered subject to the Terms. The offer is only accepted when we process the order and dispatch the items, and once accepted by us shall constitute a binding agreement between you and us.
Please therefore read this document carefully before placing your order.
These terms do not affect your statutory rights.
Acknowledgement and Receipt of Orders
Orders are acknowledged by email as soon as possible. Any email or other acknowledgment from us does not constitute our legal acceptance of your order. The offer is only accepted when we process the order and dispatch the items.
We will email you a copy of your receipt, either separately or within the acknowledgement. The receipt is confirmation that we have received your authorisation to take the monies shown from the relevant payment partner. The receipt also serves as the required proof of purchase for any returns, so please ensure you retain the email and/or a hard copy in a safe place.
Your order for goods is subject to availability. If we can not supply goods to you for any reason we will inform you of the situation and will not charge you for those goods, we will obviously refund any money already paid by you for the goods.
30 Day Returns – Your Statutory Rights
Here at TV In Disguise we offer a 30 days returns policy, which means that if for any reason you are unhappy with your purchase or the product received, you can return the item(s) to us in its original condition. This is providing that we have been informed of the return and you have sent an email to email@example.com in regards to the reasons for return within the first 30 days of purchase. If 30 days have passed since your purchase, we cannot offer you a refund or exchange.
Bespoke Made to Order products are not eligible for any refunds or exchange. This is due to the fact the products have been customized for your individual needs and cannot be restocked.
Please note when returning an item; if there are no defects on the item, there is no damage to the item or the item is simply unwanted, then you will be responsible for the cost of returning the item(s) back to us. We recommend that the goods are sent back using a fragile goods courier to avoid damage in transit. Goods must be returned to us in the same condition they were in at the time of delivery and in their original packaging or similar. If an item has been used we will not accept the return and a refund will not be obliged. Please send items back to:
TV In Disguise, 12 Kistvaen Gardens, Meltham, Holmfirth HD9 5NQ
We can arrange to collect the item(s) from you, at a cost of around £60 depending on the item(s) and location. This charge will be deducted from the refund total. Items which are not adequately packaged at the time of collection may not be collected and a charge of around £60 may be levied to cover the cost of a failed collection.
In the event the item(s) delivered is damaged or faulty please email us a photo to firstname.lastname@example.org within 24 hours of taking delivery, clearly showing and stating the damage or fault of the item. In this instance, we would arrange to collect the item(s) back from you. Please ensure you keep all the original packaging and repack the item with care. Our fragile goods courier will make the collection and upon inspection at our warehouse, a refund or replacement will be arranged.
When you receive goods that require installation, it is very important that you check the instructions carefully, so that the product is fitted in strict accordance with the manufacturer’s instructions. We cannot refund products that have been broken due to incorrect installation.
Refunds will be issued within 30 days of receipt of goods and after they have been inspected for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. All refunds will be issued back to the original payment method within 10 working days. Please note that any refund provided will be minus administration fees and collection fees, if we arrange.
Our returns policy does not affect your legal and statutory consumer rights.
60 Month Guarantee
In addition to your statutory rights, should any item purchased on the website develop a fault within the first 60 months from delivery to you, we shall offer to repair or replace the faulty items without charge to you. The foregoing 60 month guarantee is subject to the following conditions:
- the fault developed through normal domestic use only; and
- the guarantee does not include normal wear and tear, in particular the erosion of parts which are designed to wear is not included; and
- you have not allowed repairs to be carried out on the items other than by us or our appointed agents (which acts will invalidate this guarantee).
Please contact us at email@example.com explaining the fault and we will advise what to do next.
Please note: If the product purchased is from our clearance section and proves to be uneconomical to repair we can at our discretion elect to offer a refund (or part thereof) that reflects the value of the product at the point of failure.
If we are required to send an engineer to your home to inspect and repair a product, and that product is subsequently found to be in good working order, we will charge you for the costs we incur for the call-out (typically £50.00). At the time of booking the call, we will ask you to guarantee the cost of the call-out before instructing the engineer by securing a credit or debit card deposit. We will only charge the abortive call-out fee to your debit or credit card if no fault is found.
Payment and Prices
The price for the goods will be as stipulated on the website at the time when you place your order. We are entitled to update the price on the website from time to time to take account of any increase in our supplier’s prices, or the imposition of any new taxes or duties, or if due to an error or omission on the price published for the goods on our website is wrong. However, once you place your order the price will be locked at that point.
We try to ensure that all prices displayed on our website are accurate.
The price of the goods on your order will need to be validated by us prior to processing your order. If there is a problem, we will inform you of the correct price and will give you the opportunity to purchase the goods at the correct price.
We can currently accept payment of your order by Visa, Mastercard, Delta/Connect and Maestro via Paypal. We also accept Paypal payments. Payment by cheque or cash on delivery is not accepted. Unfortunately we do not offer credit facilities.
Payment for goods must be made in accordance with our purchase procedure. All orders are positively credit card sanctioned prior to despatch. We cannot accept responsibility if any details you provide us with are incorrect or if any order is held up as a result of incorrect details.
All prices on our website are in pounds sterling and inclusive of VAT, but exclusive of delivery charges, which will be payable as indicated at the time of placing your order.
Lead-times on orders:
Build your own Framed Mirror TV – this product is made to order and requires up to 10 working days to manufacture, before despatch.
Stock items/Special Offers – please allow 5 working days before despatch.
Please check your delivery address and contact telephone number is entered correctly before you proceed to payment, to avoid delays with your delivery.
You will receive on-screen confirmation of the order once your payment has been authorised, along with an email acknowledging your order and the address that the goods will be delivered to.
In both cases, you will be provided with an order reference number. This is not confirmation that the order is complete or that it has been dispatched.
In the rare case that there is a problem processing your order or payment after authorisation, we will contact you as soon as possible via email or by phone.
We are conscious about our planet and work hard to reduce waste. We modify and reuse original packaging. We also use recyclable materials and tapes for packaging, whenever possible.
If you would like to discuss possible alternative delivery arrangements, please email us at firstname.lastname@example.org, with your order number.
Amending or cancelling my order
Please bear in mind that once an order is placed you have 12 hours before your order is processed and we may not be able to amend orders after this time period.
If you want to amend or cancel an order placed on the website, please contact us via email at email@example.com as soon as possible.
All products are shipped to you using our fragile goods courier. Once your item has been despatched, the courier will contact you directly to arrange delivery.
Please check the condition of all boxes as soon as they are delivered. I the packaging is damaged, please do not sign for the goods and notify us as soon as possible on 07934 175951 or email firstname.lastname@example.org
If the packaging is in good order, please go ahead and sign for the delivery.
After signing for your items, please check them as soon as possible. In case of any damage, please let us know straight away.
LED/OLED: Please note that today’s production techniques cannot guarantee an absolutely perfect LED/OLED display and buyers should be aware of the possibility of imperfections in the form of a few isolated constantly lit or unlit pixels (or stuck pixels). As a result of this, there is a commonly accepted tolerance level by which LED/OLED screens may display such imperfections without being classified as faulty. As such, we can only take back displays as faulty for refund/repair if the number of affected pixels exceeds the manufacturer’s guidelines, subject to the Terms and Conditions. There may also be differences in the backlight brightness across the screen than could be noticeable on static and predominantly single coloured moving images and letter boxed images. Please check with the relevant manufacturer as to their tolerance level.
Imperfections may be found in the Mirror Glass supplied as the glass undertakes a number of manufacturing processes and 100% defect free glass is unattainable. For acceptable faults, please see our document titled “Glass Quality Standards”.
Many of the goods we sell are of a technical nature and unfortunately it is not practical to publish detailed specifications of all the goods and keep specifications 100% up to date. All drawings, descriptive matter, specifications and advertising on our website are for the sole purpose of giving approximate descriptions of the goods. However, if your goods do not conform to the specification displayed on the website relating to such goods at the date of purchase, we will arrange for collection of the goods from you and you will be entitled to receive a refund on production of the proof of purchase (sale receipt).
We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the items.
We shall not be liable to you, for any failure or delay in performance of our contract, if it is due to an event beyond our reasonable control. Including, without limitation, acts of God, war, industrial dispute, fire, flood, tempest and national emergencies and if so delayed we shall be entitled to a reasonable extension of time for performing such obligations.
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise. We will however endeavour to acknowledge all complaints within 7 working days. If you have a complaint please contact us at:
TV In Disguise
12 Kistvaen Gardens
West Yorkshire HD9 5NQ
E mail: email@example.com
The contract between us shall be deemed, to have been made in England and shall be governed by the laws of England and Wales.