Refund policy
Terms and Conditions - In accordance with DSR (Distance Selling Regulations).
These Terms and conditions apply to all orders for items which you, are acting in your capacity as a purchaser ("Customer") places with KGN Pillinger (“Supplier”) either
- online
b. via our sales office over the phone or email.
KGN’s website is for the use by customers who access it from within the United Kingdom, the Republic of Ireland, the Channel Islands or the Isle of Man.
If you choose to access the Website from locations outside these named territories, you the customer are responsible for compliance with local laws if and to the extent that they apply.
As a note this Website may also contain links to other websites, which are/are not operated by KGN Pillinger (the "Linked Sites"). KGN Pillinger has/no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.
Acceptance
The supplier encourages the customer prior to placing its order(s), to read these Terms and Conditions carefully together with any other such policies which the supplier may notify you of from time to time. Together they constitute the entire agreement between the customer and the supplier.
By placing an order you the customer accept and agree to be bound by these Terms and Conditions and the other terms and conditions referred to when:
a. Online orders via the KGN Pillinger website are placed;
b. In the case of telephone or email orders placed with the sales office.
Your statutory rights either as a consumer or otherwise are not affected by these terms or conditions.
Specifications
The Supplier makes every effort to display the colours, sizes and specifications of products available on its Website as accurately as possible.
The colours depicted may vary due to the resolution of your monitor. We cannot guarantee that your monitor's display of any colour will reflect accurately the colour of the item delivered.
The supplier has the right to vary the sizes and specifications of items displayed without prior notice.
Availability and Substitution of Items
The acceptance of orders by the supplier is always subject to availability of the items ordered. If for any reason the items you ordered are no longer available the supplier will at its discretion either;
- Offer the customer another item of equivalent quality and price (where this is possible).
b. Cancel the item from your order and where payment has already been deducted from your account give you a full refund in respect of that item.
Prices
Items are invoiced in GBP at the price prevailing at the time you place your order.
The supplier reserves the right to amend its prices at anytime and will be reflected on its website.
All prices displayed on the website are excluding VAT. VAT is applied at the checkout and clearly displayed before purchase.
Delivery
Delivery of the Goods shall take place at the Delivery Address entered by the customer.
Any dates specified by the Supplier for delivery of the Goods and performance of the Service are intended to be an estimate and time for delivery or performance may not be made of the essence by notice. If no dates are so specified, delivery shall be within a reasonable time.
The Supplier shall not be liable for any costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Goods or Services (even if caused by the Supplier’s negligence), nor shall any delay entitle the Customer to terminate or rescind the Contract unless such delay exceeds 180 days.
If for any reason the Customer fails to accept delivery of any of the Goods when they are ready for delivery, or the Supplier is unable to deliver the Goods on time because the Customer has not provided appropriate Customer Inputs, instructions, licences or authorisations:
(a) Risk in the Goods shall pass to the Customer (including for loss or damage caused by the Supplier’s negligence);
(b) The Goods shall be deemed to have been delivered; and
(c) The Supplier may store the Goods until delivery actually takes place, whereupon the Customer shall be liable for all related costs and expenses (including, without limitation, storage and insurance).
The Customer shall provide at the Delivery Address and at its expense, adequate and appropriate equipment and manual labour for unloading the Goods.
Where delivery is to be made to destinations outside the aforementioned territories, these may be subject to import duties and taxes, the payment of which is the customers responsibility.
Such taxes and duties are levied once the items reach the specified destination. The supplier has no control over these charges.
Customs policies vary widely from country to country, so you the customer should contact local customs office for further information.
Non-delivery
The quantity of any consignment of Goods as recorded by the Supplier on despatch from the Supplier’s place of business shall be conclusive evidence of the quantity received by the Customer on delivery unless the Customer can provide conclusive evidence proving the contrary.
The Supplier shall not be liable for any non-delivery of Goods (even if caused by the Supplier’s negligence) unless the Customer gives written notice to the Supplier of the non-delivery within 3 days of the date when the Goods would in the ordinary course of events have been received.
Any liability of the Supplier for non-delivery of the Goods shall be limited to replacing the Goods within a reasonable time.
Payment
Purchases of items from KGN Pillinger’s website may be paid for online by entering credit or debit card details. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order.
The customer is responsible for ensuring the email address and other contact details entered on the website are true and accurate.
The supplier we will not be liable for any losses caused as a result of unauthorised access to the personal and transactional information you the customer provided when placing an order.
Cancellations and Returns
The Customer have a period of 14 days from the day that goods are received to notify the supplier that they wish to cancel or return an item.
Once the supplier has been notified, the customer has a further 14 days to send the goods back at their own cost.
The seller must refund the customer within 14 days of it receiving the goods. All items must be returned as sold, in their original packaging. All items not be used or installed otherwise a refund will be refused.
Please note specific product may incur a restocking charge as they are made to order, the cost of which, is determined by the manufacturer not the supplier. Items that are made to order e.g. custom designs or 1 off builds may not be entitled to a refund. Please contact the KGN sale office for clarification.
The Customer must first seek authorisation to return goods via a request for a RMA.
RMA requests can be obtained by: Calling KGN Pillinger’s Sales office on:
Tel: 020 8681 0097
Products returned without an approved RMA will be rejected.
Faulty or Damaged Items
If for any reason the items ordered are damaged or faulty upon receipt, it’s the customers responsibility to inform the supplier within 7 days of receiving the items (supplying them with the reference details and details of the damage or fault) the supplier will either:
- Send replacement(s).
b. Send an engineer to fix or repair during normal working hours.
c. Offer a refund.
The seller asks that the customer returns the damaged or faulty items to KGN Pillinger’s head office address and the seller will reimburse for reasonable costs incurred in doing so (providing copies of the supporting receipts are provided).
Refunds will be credited to the payment method used to make the original purchase.
If returning an item due to a fault, some manufactures will require the item(s) to be sent directly to them to determine if the fault was caused by a manufacturing defect, incorrect installation or site conditions. If the fault is caused by any other means apart from a manufacturing issue, a refund will not be offered. If the fault was a manufacturing fault, a full refund or replacement will be provided.
Warranty Claims
The Supplier warrants that upon delivery, and for a period of 12 months from the date of delivery the Goods and or the Services shall be of satisfactory quality within the meaning of the Sale of Goods Act 1979.
If within this period any defect is discovered in respect of workmanship, construction or material, the supplier undertakes to make good the defect or replace the defective part.
The Customer must give written notice of the defect to the Supplier (including original order details). Photographic evidence would be most preferred.
The Supplier will be given a reasonable opportunity after receiving the written notice, to examine the Goods. The Customer must (if asked to do so by the Supplier) return the Goods to the Supplier’s place of business at its own cost for an examination to take place there.
A replacement unit or part will be supplied under invoice if requested.
In the event that the claim is found to be justified, the cost of the carriage will be reimbursed and a new unit or part supplied under invoice if required and a credit note raised for the faulty unit or part.
If the claim is found to be unjustified, the Purchaser will be given the option of having the unit or part thereof returned or repaired at his cost at current rates. All such units or parts thereof will be held pending the decision of the Purchaser for one month before being scrapped in line with the suppliers environmental policy.
The Supplier shall not be liable to uphold any warranty claim if:
- The Customer makes any further use of the Goods after giving such notice; or
b. The defect arises because the Customer failed to follow the Supplier’s oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Goods; or
c. The Customer moves, alters or undertakes any works of installation or repair of such Goods without the Supplier’s written consent; or
d. The Customer fails to comply with its obligations as set out in the Installation and Maintenance Instructions.
Privacy
When the customer places an order(s) on the KGN Pillinger’s website, the supplier collects certain personal and transactional information (e.g. name, address, email address, credit/debit card details). These details are protected under the data protection act & GDPR.
Risk and Title
The Goods are at the risk of the Customer from the time of delivery.
Ownership of items delivered will only pass to the customer when full payment has been received in full of all sums due in respect of the items (including packing and delivery costs).
If the supplier does not receive payment in full it may, without prior notice, claim from the customer any items which have been delivered.
Losses
The supplier will not be responsible to the customer or any third party for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from the suppliers actions or the actions of their appointed sub-contractors or agents, is consequential or was not reasonably foreseeable to both the customer and the supplier when the contract between us was formed.
Force Majeure
The Supplier shall have no liability to the Customer if it is prevented from, or delayed in performing, its obligations or from carrying on its business by acts, events, omissions or accidents beyond its reasonable control, including (without limitation) strikes, lock-outs or other industrial disputes (whether involving the workforce of the Supplier or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors.
Changes to this Website and Terms and Conditions
The supplier reserves the right at any time to make changes to the Website, these Terms and Conditions, and such other policies as it may notify you of from time to time.
The customer will be subject to the policies and terms and conditions in force at the time an order is placed using the Website or by phone or emailing the suppliers sale office.
Changes which the supplier are required to make by law could apply to orders which you have already made. If any of the terms and conditions forming the contract between the supplier and customer are deemed invalid, void or unenforceable for any reason, they will be deemed severable and will not affect the validity or enforceability of the remaining terms and conditions.
Waiver
A waiver of any right under the Contract is only effective if it is in writing and it applies only to the circumstances for which it is given. No failure or delay by a party in exercising any right or remedy under the Contract or by law shall constitute a waiver of that (or any other) right or remedy, nor preclude or restrict its further exercise. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that (or any other) right or remedy. Unless specifically provided otherwise, rights arising under the Contract are cumulative and do not exclude rights provided by law.
Governing law and jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Both the Supplier and you agree to submit to the non-exclusive jurisdiction of English courts.
The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of, or in connection with, the Contract or its subject matter or formation (including non-contractual disputes or claims).