Frequently Asked Questions
Terms & Conditions
TERMS AND CONDITIONS OF SALE
1. ABOUT US AND OUR WEBSITE
(a) This website (and any associated microsites) is owned and operated by Zandera Ltd whose registered office address is Members Hill, Brooklands Road, Weybridge, Surrey KT13 0QU with company number 06838726 and UK VAT registration number 990858856.
(b) Making contact with us is easy. If you wish to make an enquiry, we recommend contacting our sales and customer services team who are available 7 days a week. They can be contacted by email and phone as follows:
Phone: 0800 1123 401 or 01527 573444
Monday – Friday: 9am – 8pm
Saturday, Sunday & Bank Holidays: 9am – 4pm
(c) Alternatively, if you would like to write to us or intend to cancel or return an item in accordance with these Terms and Conditions, you can do so using our operating address: Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX.
(d) Your use of our website is governed by our Terms of Website Use. Please read this document carefully, as it includes important terms which apply to you.
2. 18+ AGE REQUIREMENT
You may only purchase goods from our website if you are at least 18 years old which you have declared upon entering our website and/or on your order review page. If you are underage, you should not attempt to order any goods from our website.
3. PLACING AN ORDER
(a) Placing an order with us is a simple process. You can either call our friendly and helpful sales team on 0800 1123 401 / 01527 573444 or, alternatively, select the products you wish to purchase on our website, click ‘Add to Basket’ and input your debit, credit card or Paypal details by following the simple steps on screen. Clicking ‘buy now’ will complete your order. You may also place an order by post by writing to us at Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX with full details of the products you wish to order and enclosing a postal order as payment.
(b) If you wish to order more than one product then simply click ‘Continue Shopping’ and add any more products you want to your basket. We recommend registering and creating an account through the website so you can keep a track of your order history. Additionally, if you sign up to our email list you will be eligible to receive discount codes and other promotions from time to time (see 4 below).
(d) By placing an order you are offering to buy goods from us in accordance with these Terms and Conditions. We will let you know that we have received your order but this does not mean that your order has been accepted by us. Completion of your order is subject to availability of stock and there is no contract between us until we have formally accepted your order by issuing your order confirmation.
(e) When we have accepted your order, we will provide your order confirmation on the telephone if you order by phone, or by email if you order via the website. For orders received by post we will not generally send a separate acceptance of your order but by completing and delivering your order we are accepting it, otherwise we will either not proceed to process your payment or send you a refund. In all cases, we will enclose a copy of you order confirmation with your product on delivery. We recommend keeping your order confirmation in a safe place in case you have any queries. For website orders we strongly recommend that you ensure you have entered a valid email address so we can promptly provide you with your order confirmation.
(f) If we cannot supply you with the goods you have ordered because, for example, the goods are out of stock or there has been a pricing error on our website, we may contact you and propose that we supply you with substitute goods of similar quality and function. If we supply you with substitute goods, you do not have to keep them and can return them in accordance with 6 and 7 below.
(g) The images of the goods on our website are illustrative only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the goods. Your goods may vary slightly from those images.
4. DISCOUNTS AND DISCOUNT CODES
We may occasionally offer discounts, with or without a discount code. Discounts with codes are usually only valid for one transaction and once the code is used it will be deactivated and will no longer be valid. Discount codes must be entered on the ‘Add to Basket’ screen before you click ‘Proceed to Checkout’ if they are to be accepted. We do not bear any responsibility for discount codes published on external websites and reserve the right to withdraw our discounts and discount codes at any time.
(a) Once we receive your order and we’ve accepted it by issuing your order confirmation, we will normally dispatch your order on the same or next working day. Any orders placed on a Friday, Saturday, Sunday or on any public holiday in England will be dispatched on the next working day. We dispatch all orders with UK addresses via Royal Mail’s Track and Trace delivery service, or equivalent (none of which are guaranteed next day delivery). Delivery can typically take up to 48 hours but in exceptional circumstances may take longer. You will be informed of all delivery charges before you confirm your order.
(b) Please allow 28 days for delivery (from the date of placing your order) before reporting your order as undelivered. Most items are available for delivery within 28 days of your order. If we are unable to supply you with your goods within this time, we will contact you to let you know and give you a revised delivery date. You will normally be given the option to cancel or amend your order if this is the case.
(c) Delivery will be completed when the carrier delivers the goods to the address you provided. Please inspect your goods on delivery and report any goods found to be damaged, faulty or misdescribed to our customer services team before 3.00pm the next day following delivery, and also report this by email to firstname.lastname@example.org within 48 hours of delivery.
(d) If we fail to supply you, or supply you with goods that you consider are damaged, faulty or misdescribed and this is subsequently declared by us as being the case after a reasonable examination, then within 48 hours of this being determined we will replace the item(s) free of charge or refund your money. In these circumstances we reserve the right to ask you to return the goods to us for inspection.
6.YOUR RIGHTS WHERE GOODS ARE NOT OF SATISFACTORY QUALITY, FIT FOR THEIR PURPOSE OR MISDESCRIBED
(a) Repair or replacement
(i) Except where the goods have faults found during your initial examination and 5 (c) and 5 (d) above apply, in all other cases we will repair any goods that are faulty, unsatisfactory or unfit for their purpose (see 6 (a) (ii)), or offer you a like-for-like replacement (see 6 (a) (iii)) or offer you a refund. If we supplied you with the goods more than six months ago, we reserve the right to ask you to prove to our reasonable satisfaction that the goods were faulty when we supplied them to you.
(ii) If we offer you a repair, and we later determine that a repair is not possible or not possible within a reasonable period of time, we will offer you a replacement.
(iii) If we offer you a replacement and a like-for-like replacement is not available or not available within a reasonable period of time, we will offer you a refund equivalent to the replacement cost of the item, taking into consideration its age and the fault-free use you have had from it.
(iv) Any costs associated with repair or replacement of faulty goods will be borne by us. This will include the cost of return delivery of the item to us (see 6 (c) (iii)) or to a mutually acceptable third party repairer (see 6 (a) (vi)).
(v) Replacements and refunds will be on a like-for-like basis. This means you may not receive a new item as replacement or a full refund if you have had the goods for a while or if you have had a reasonable period of fault free use from them.
(vi) We reserve the right to ask for independent third party confirmation of any faults. If this is necessary, we will initially bear the costs but may ask you to reimburse us if the goods are found to be satisfactory. We shall inform you that we intend to seek confirmation of the claimed faults before we do so and who we will be approaching to do this.
(vii) Goods with faults due to normal wear and tear or damage caused by misuse will not be repaired or replaced free of charge.
(i) Full refunds will be offered as a result of claims under 5 (d). All other refunds will be based on the replacement cost of the goods. This means you may not receive a refund of all the money you paid.
(ii) Money will ordinarily be refunded to the same account debited during purchase. Refunds and partial refunds will ordinarily be processed within 30 days.
(c) Returning faulty or damaged goods
(i) If your product is faulty or damaged and 5 (c) above does not apply (on initial inspection there was no fault or damage found) you have 30 days from date of delivery in which to return it to us using our returns address: Zandera Ltd. 18 Buntsford Park Road, Bromsgrove, Worcestershire. B60 3DX.
(ii) Please contact a member of our Customer Services team on 0800 1123401 (or email email@example.com) and they will explain how to return the item(s) to us and issue you with a Returns Authorisation Code. Failure to do this will delay your return being processed. You are also required to complete a Returns Form and return this with your item.
(iii) When returning faulty or damaged items we may ask that you return the physical goods to us and that you do this by First Class Royal Mail (Recorded Delivery). On receipt, we will either repair or replace the product in accordance with 6 (a) above.
(iv) If the deadline for reporting faults or damage caused during transit under 5 (b) is not met, we will not be able to issue a refund or replacement goods.
(v) We will not confirm that we have received your returned item(s). After receipt of your goods we normally aim to issue replacements within 7 working days and aim to process refunds within 30 days. If we provide a refund, the cost of your item(s) will be refunded to the credit/debit card/Paypal account used to make the purchase. Please note refunds generally take 5 working days to clear from the point of processing.
7. YOUR RIGHTS UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013 (CCR)
(a) Returning non-faulty/undamaged goods.
(i) You have an unconditional right to cancel your order within fourteen (14) days from the date of delivery. PLEASE NOTE: You must take reasonable care of the goods during the cancellation period. This cancellation right does not apply and we do not offer any refunds in respect of any sealed goods which cannot be returned due to health protection or hygiene reasons if they have been opened or unsealed by you, or any goods which have been mixed inseparably with other items by you after delivery. Returned goods must include all parts, accessories, instructions and packaging (including items such as cable ties and plug covers).
(b) To cancel your order under the CCR:
(i) Send an email or write to us (at firstname.lastname@example.org or Zandera Ltd, Unit 18, Buntsford Hill Business Park, Bromsgrove, B60 3DX) telling us you wish to cancel the order. Include enough information for us to identify you and your order including, as a minimum, your order number, your name and full address. Alternatively, print, complete and send a copy of our cancellation form to us.
(ii) Parcel up the items you are returning securely to minimise any damage that may be caused during delivery. Please include a copy of your written notification or cancellation form so we can trace your order quickly.
(iii) Return the items to us using a reputable carrier. The items will remain your responsibility until they have been signed for at our returns address. We do not accept responsibility for items lost or damaged in the post. If on inspection of the returned goods we believe that they have been damaged or their value has been diminished, then we may deduct an amount equal to the damage or diminishment in value from the refund owed to you. PLEASE NOTE that returning goods under the 14 day period allowed by the CCR is at your cost unless we have supplied substitute goods that you have not found acceptable.
(iv) Once you have notified us of your intention to cancel the order we will normally refund you the cost of your order within 14 days of us receiving the goods back.
(v) This section does not affect your statutory rights.
(a) Prices of the goods will be as shown on our website. All our prices are shown in British Pounds Sterling (GBP) and are inclusive of VAT.
(b) If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the goods in full before the change in VAT takes effect.
(c) From time to time we will have to change the prices of our products and/or promotional offers or discounts may be withdrawn. This will not affect the status of confirmed orders and in this case you will only pay the price contained in your order confirmation. If the prices of an unconfirmed order changes, we will let you know and give you the option of cancelling the order.
(d) Unless otherwise stated in your order confirmation, the price of a product does not include delivery charges. Our delivery charges are as quoted on our website from time to time.
(e) It is always possible that, despite our reasonable efforts, some of the goods on our website may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
(i) where the product's correct price is less than the price stated on our website, we will charge the lower amount when dispatching the goods to you or apply a credit to your online account; and
(ii) if the product's correct price is higher than the price stated on website, we do not have to provide the goods to you at the incorrect (lower) price. In this instance we will contact you as soon as possible to inform you of this error. You will then have the option to cancel the order and receive a full refund if you have already paid the price to us or to continue to purchase the product at the correct (higher) price. We will not process your order until we have your instructions. If we are unable to contact you within a reasonable time using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
9. OUR LIABILITY
(a) We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms and Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we accept your order.
(b) We only supply the goods for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
(c) We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by law.
10. EVENTS OUTSIDE OUR CONTROL
(a) We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by an event outside our control for example strikes, or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
(b) If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and our obligations to you shall be suspended for the duration of the event outside our control. If this affects our delivery of goods to you, we will arrange a new delivery date with you as soon as we are able to confirm this.
11. HOW WE USE YOUR PERSONAL INFORMATION
12. ABOUT THESE TERMS
(a) These Terms and Conditions came into force on the 26/06/2015 and apply to all orders made after 0000hrs on that day.
(b) These Terms and Conditions do not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the CCR. If you want more information on these rights, they are available from your local Trading Standards Department or Citizens Advice Bureau.
(c) As we may occasionally amend these Terms and Conditions you should check them each time you wish to place an order to ensure you understand the Terms and Conditions that will apply to that order.
(d) These Terms and Conditions are governed by English law and the English courts shall have non-exclusive jurisdiction to hear any dispute or claim arising out of or in connection with these Terms and Conditions. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
E-Lites is the trading name of Zandera Ltd. Zandera Ltd is a limited liability company registered in England & Wales (registered number 06838726) and its registered office address is Members Hill, Brooklands Road, Weybridge, Surrey KT13 0QU. Zandera Ltd is a member of the JTI group of companies.