Complaints and Returns Policy

COMPLAINTS & RETURNS POLICY

In the unlikely event that you are not entirely satisfied with your order please contact us at the address below:

INTERMAIL plc, Horizon West, Canal View Road, Newbury, Berkshire RG14 5XF
Tel: (01635) 565000 Fax: (01635) 41678
Email: sales@intermail.co.uk URL: www.intermail.co.uk

At Intermail plc. we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items or encounter other problems, so below is our returns and complaints policy.

COMPLAINTS

We pledge to:

acknowledge all complaints within 5 working days
advise our consumers how long it will take to resolve the complaint
keep the consumer informed throughout the process

RETURNS

You may return items up to 14 days from the date of delivery.

Item(s) being returned must be returned in original packaging and in original condition along with a copy of the original invoice.
Please note that it is our policy not to exchange any opened media such as CDs, DVDs, software, video games, cassette tapes, vinyl records, or VHS tapes except in the case that such media proves to be faulty. Your statutory rights are not affected.
Products showing wear, abuse, alteration or breakage, whether accidental or intentional, can not be accepted back even if within the 14 day period.

Defective items:
You can always return items if they are defective. Please note: we only accept returns of items that have been opened if they are defective. Please see "To return an item" below for details of how to return defective items to us.

Delivery charges and other services:
If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us. Otherwise you will be responsible for those charges and the costs of any other services provided to you in connection with your purchase.


To return an item:
To return an item, please enclose a note giving the reason for the return, wrap the package securely and send the package to the address below. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any), with all warranty cards, licences, manuals and accessories. Then send the package to the address below:

INTERMAIL plc, Horizon West, Canal View Road, Newbury, Berkshire RG14 5XF


For your protection we recommend that you use a recorded-delivery service.

This returns policy does not affect your statutory rights.

Cancelling an item:
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. This applies to all our products. However, we regret that we cannot accept cancellations of contracts for the purchase of video, DVD, audio, video games and software products where the item has been unsealed.

To cancel this contract, please fill out the back of the delivery slip that accompanies your items, giving the reason for the return as "Contract cancellation". Please package the relevant item securely and send it to us with the delivery slip so that we receive it within seven working days of the date that the item was delivered to you. The return address is:

INTERMAIL plc, Horizon West, Canal View Road, Newbury, Berkshire RG14 5XF


For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing). As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item.

Please allow 7-14 days after delivery of your return to our facility for refunds and exchanges to be processed.