Payments, Refunds & VAT

Payment is required in full with all orders. We reserve the right to allow time for bank clearance of cheque payments although we will generally only do so in cases where there have been previous problems with payment.

If you are paying by credit/debit card your card will be debited on acceptance of your order so as to ensure that sufficient funds/credit are/is available in the account.

All credit/debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment, we will not be liable for any delay or non-delivery and we are not obliged to inform you of the refusal.

Once an order has been accepted by us, it is not possible to cancel it. That is to say, we are not able to grant refunds for orders which have been accepted and for which service has commenced. Specific items on an order which are not prepared until a completed order is despatched may be cancelled whilst an order is still in progress and before they have been prepared. However, this is subject to a £10 administration charge.

Within the UK, all services are deemed to begin, by agreement, before the end of the cooling off period (as defined by United Kingdom's Consumer Protection (Distance Selling) Regulations 2000), early delivery being essential to the vast majority of our clients. Furthermore, under the above-mentioned regulations, with the exception of books, all our goods are 'made to the consumer's specifications or clearly personalised' and are therefore exempt.

Should a suspected error be made in billing your credit/debit card, our policy is to provide a full and immediate refund, pending further investigation by the management.

We reserve the right to terminate any contract due to offensive behaviour from a client. Offensive behaviour is defined as aggressive or abusive behaviour towards our staff. It should be noted that in the event of a dispute we welcome arbitration from a respected and mutually agreed independent third party such as "Which?" If applicable, a proportionate refund will be made, taking into account any deductions for works already carried out.

All prices are fully inclusive of VAT for customers based within the EU, including the UK.  No charge is made in respect of VAT for customers based outside the EU.  Please note that we are not responsible for any other importation taxes, sales taxes or charges that may be levied at the delivery destination. Our VAT number is GB 802 7267 43.