GENERAL INFORMATION
Our business is focused entirely on selling through the internet. We do not have a product showroom, but we will endeavour to provide complete and accurate information about all the goods we offer. This is backed up by links to manufacturer’s websites and our own email based support. Whilst we will try our best to provide a fair and unbiased view of the characteristics of the products we sell, all content of our website and our emails should be used for informational purposes only. Information provided by us should not be construed as a recommendation or indication of fitness for a specific purpose. 

Ordering is simply a matter of browsing the products and clicking on the items you wish to buy. Once you have completed your selections, you may proceed to checkout where you can review your order before securely providing your personal details and payment information. Please note that all information will be processed securely using encryption technology signed by Comodo Group.

ORDERING & PAYMENT

All orders must be made through our website. It is not possible for us to accept orders by post or telephone. However, for those customers who do not wish to submit their credit card details online, we can accept payment over the phone so long as the order has already been passed to our website. Please call us at 0871-200 3319.

We accept payment by a number of major credit and debit cards, with the exception of Diners Club, American Express and JCB. We regret that our system of selling does not work with any other form of payment.

Although our system may accept your payment, please note that all orders and payments are subject to further checks before the item is dispatched. In particular, we cannot ship your order if the shipping address does not match the card billing address.

PAYPAL PAYMENTS
Payments received through PayPal must be from a verified account and goods can only be shipped to a PayPal confirmed address. This applies to all PayPal orders and, irrespective of feedback rating or Country of residence. Address confirmation is not available in all countries and we regret that customers based in those countries will need to select an alternative method of payment. Please see the PayPal help pages for further information.

 

DELIVERY

Orders are typically dispatched within 1-2 working days from confirmation. However, this does not amount to a delivery guarantee and we cannot take responsibility for any losses suffered as a result of delay. Delivery of your order will usually take place within 2 working days of dispatch within the UK Mainland and within 4 working days to other parts of the UK. We can only ship certain items to areas outside of the United Kingdom. Please see the International Orders section for further information.

Delivery charges will be clearly stated at the time of proceeding through checkout. Where orders are combined and can be shipped together, the cost of shipping will also be combined. Once an order has been paid for, it is not possible to add additional items to it and a fresh order will need to be placed. Where items cannot be shipped together due to stock availability, customers will be provided with an option to wait for combined shipment and thus benefit from lower shipping costs, or to have items shipped as quickly as possible, in which case the shipping costs may be higher.

Deliveries will take place Monday to Friday (excluding public holidays) between 9am and 5pm and we are unable to specify a delivery time. If you are not home when your order arrives our courier should leave a card with a contact and consignment number. You must contact the courier to arrange an alternative day for delivery or to arrange collection from your local depot. You must make contact with the courier within 3 working days of the first delivery attempt, after which time the item will be sent back to us as undelivered. The cost of sending items back to us is generally the same as the original delivery cost plus Â?10 collection charge.

Items sent back to us as undelivered will be treated as cancelled and we will refund your payment after deducting the outward and return delivery charges.

If your order has been damaged during transit you must sign the couriers sheet as "damaged" and inform us immediately, any failure on both parts may affect any claim for damaged goods.

CANCELLATION

The following types of purchases are not subject to the right to cancel provided in the distance selling regulations: Items that are built to order, customised or modified to the customer’s requirements. Goods purchased by auction and clearance items.

Orders that have not been dispatched may be cancelled and a full refund will be provided. We require a telephone call followed up by a cancellation email. Once an order has been handed over to our courier or to the Post Office, your right to cancel will depend on the type of purchase you made, and charges may apply.

All forms of software, including computer software, video games, DVDs and CDs etc. are subject to special rules and you no longer have a right to cancel once the seal on such products has been broken. Sealed items may be cancelled following the procedures outlined later in this section.

If you have decided that you do not want the item you purchased from us, you must notify us in writing within 7 days of delivery. Once you have provided notice of cancellation, it is your own responsibility to ensure that the item is securely packaged and safely returned to us. Items should be returned to us unopened and in the same condition that they were received by you. Once we receive your item, we will refund the value of the item(s) purchased, less the delivery costs.

If cancelled goods are received by us that are not in �as new� condition or have missing parts, we will charge a re-stocking fee of up to 30% of the original value or �10, whichever is higher. If the returned item cannot be returned to a saleable condition, we will refuse the cancellation and you will be responsible for the cost of collecting the item from us again.

CANCELLATION BY US

We reserve the right to cancel the contract between us if:-

a) we have insufficient stock to deliver the goods you have ordered,
b) we do not deliver to your area, or
c) one or more of the goods you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and we will re-credit your account with any sum deducted by us from your credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

FAULTY GOODS

All brand new goods we supply are covered by a return to base warranty for twelve months from the date of purchase unless stated otherwise. Certain items such as clearance items, refurbished goods, used goods and consumables may have different warranty terms. Items that are marked �SOLD AS SEEN� do not carry any warranty whatsoever and all sales are final.

Many of products have a warranty supported directly by the manufacturer, and these warranties are often more comprehensive than our standard warranty. For example, they may offer three years instead on one and the service is provided on site (i.e. they come to you) rather than return to base (you send the item back to us at your own expense). Manufacturers are well equipped to deal swiftly and fairly with any and all problems you may encounter with your product. This is the quickest way to have your return issue dealt with, but if you would prefer to have your return dealt with by us, please be aware that it will be dealt with in accordance with our stated policy. Where a manufacturer provides on site service, but you would prefer us to deal with the return, we will not be required to provide on site service and you will still be responsible for returning the item to us. Further, in instances where the manufacturer’s warranty is longer then 12 months, all service requests after the 12 months have elapsed must be referred directly to the manufacturer.

Faulty goods may be returned for replacement, repair or refund if within their warranty period. Customers must contact us for authorisation before returning any faulty goods. If goods are found to be faulty we will replace or repair whenever possible; if repair or replacement is not possible we will issue a refund. The customer will be liable for any costs incurred in returning goods to us and we will pay for them to be redelivered to you. If returned goods are found to be in proper working order we will charge 20% of the original item value to cover the cost of inspection and handling charges. The customer will then be responsible for redelivery or collection of the item.

Due to the fast moving nature of the industry, where an item cannot be repaired or replaced, we reserve to right to replace it with an alternative make/model of similar or higher specification and value. We also reserve the right to use refurbished equipment as a replacement so long as it is in similar or better condition than the item returned to us.
 

An RMA number is valid for 14 days from the date of issue after which it expires and is no longer valid. Once the RMA number has expired, please contact us again for the issue of a new number. If the original RMA number is issued at the end of the warranty period, we are not obliged to issue a new RMA number if doing so would be outside of the warranty period of the item in question. Goods must be returned with the Returns Authorisation (RMA) number prominently displayed on the outside. They must also be packed securely, using appropriate packing materials. Delivery will be refused if an item does not have an valid RMA number on it or if it is poorly or inadequately packaged.

We maintain a database of the serial numbers of all items supplied by us. In the event that an item returned as faulty is not found on our database (i.e. the item returned was not originally supplied by us) we will charge 15% of the original item value to cover the cost of administration and handling. The customer will then be responsible for redelivery or collection of the item.

RETURN TO BASE WARRANTY
Where an item is covered by Return to base warranty, this means that with the exception of DOA items, customers will be responsible for all expenses related to returning the item to us. Once an item has been repaired or replaced, it will be sent back to the customer at our expense. Please note that items that are incorrectly packed may be refused service under warranty as physical damage in transit is not covered by warranty.

If an item is returned with physical damage, it is not covered under warranty unless such damage is shown to be our fault. In such circumstances, we may still be able to repair your item, but you would be liable for any charges incurred.

When an item is returned and found to be either in good working order or damaged due to misuse or physical damage in transit from the customer to us, we will not pay for the item to be returned and the customer will be responsible for collection/return delivery charges.

DOA (DEAD ON ARRIVAL) POLICY
Items which are faulty upon receipt are classed as DOA and we will be responsible for the entire cost of replacing such item, subject to certain conditions being fulfilled. If the item does not work at its first use, it is essential that customers inform us as quickly as possible. Send an email to support@crispywater.com together with details of your original purchase and a brief description of the fault within 48 hours of taking delivery of the item. Our support department may then ask for further details about the problem in order to establish whether the item is faulty or the problem is due to user error or compatibility. You will then be issued with an Returns Authorisation (RMA) number and we will arrange for collection of the item. Once we have received the item, we will test it to confirm the fault and a brand new unit will be sent in its place.

Customers who require the replacement urgently, will be asked to pay for a new item which will then be delivered at the same time the faulty item is being collected. Once we have confirmed the fault, the second payment will be refunded.

Goods returned to us as DOA and subsequently found to be in good working order will be treated as a cancellation so long as they are in good condition and complete. In this case, we will refund the purchase cost of the item but not the delivery charges. Alternatively, the customer may have the item delivered after paying the extra delivery charge.

COMPATIBILITY
Due to the huge number of components available and variation in the implementation of standards by various product and component manufacturers, we are unable to guarantee compatibility between items sold. This applies when referring to compatibility between items supplied by us and your existing hardware/software or for two separate items, both of which are supplied by us. Where two or more items are sold together as a kit or bundle, we do warrant that they are compatible with each other, unless specifically mentioned in the item description.

INTERNATIONAL ORDERS
We are a UK based company and do not have regional service or support facilities in other countries. Customers should take this into account before placing an order as there may be additional costs involved with resolving a fault or technical issue. For example, when calling our customer service line from overseas, it will be necessary to make an international call. Also when goods need to be returned to us, customers will be liable for international shipping costs back to us in the UK. Many of the larger manufacturers provide a Pan-European or International warranty that can be used outside of the UK. In such cases, customers are advised to contact the manufacturer before contacting us for support.

It is not possible to ship all goods to all destinations. In general, we will specify the delivery costs to individual countries, territories or areas when possible. If delivery costs to your delivery address have not been specified, please email sales@crispywater.com for advice before placing your order and we will confirm availability and cost to you. Where shipping costs are specified, they usually apply to major cities only and apply to our standard shipping service only. Please note that we reserve the right to vary the actual delivery charges based on the size and weight of the item, the destination and the type of service requested.