Terms & Conditions
Delivery Timespan / Method : Estimated delivery times and methods from your order being placed to being delivered are shown below :
* Vinyl order under 900mm total length when packaged - Sent 2nd class - 2>6 working days.
Vinyl order over 900mm total length when packaged - Sent with UPS Courier - 1>3 working days.
If your order has not arrived within the timespans noted above you are more than welcome to contact us and we can provide you with a delivery update.
Making a contract with us :
When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. Once we have confirmed the price and availability of the goods we will accept your order and a contract will then exist between us. We will not take payment from you until we have accepted your order. In the unlikely event that the goods are no longer available, we have made a pricing mistake, or that the goods can not be obtained within the noted timespan we will advise you of this by email.
Order shortages :
If your order comprises multiple items and any items are out of stock the total order value will be reduced to account for the missing item/s. If we can not deliver the remainder of your order within the noted timespan above a note will be included with your order. If a paid delivery charge has been selected this will still be applicable.
Customers outside the UK : We welcome all overseas orders - Please contact us for a shipping quote prior to ordering.
Cancellation and returns for unwanted goods - If for whatever
reason you change your mind and would like to return your order after delivery, we are happy to refund or exchange your purchase as long as it is unopened and in its original packaging. This option is available for 21 days after delivery. Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel
within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition. Whilst the goods are in your possession you must take reasonable care of them.
There are three ways to refund / cancel your purchase :
You can return the product to our unit with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
2) You can cancel your order via email : CLICK HERE (Please provide your name, postcode, and phone
number along with any other relevant information such as your order number or other purchase details).
3) You may also use the cancellation form : CLICK HERE
You do not have to give any reason for cancellation.
However, a brief explanation will help us to improve the service we offer to customers in the future. If you cancel, you must return the goods to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. This cancellation policy does not affect your legal rights for example, if goods are faulty or mis-described. All moneys paid will be refunded within 28 days.
Return information - If returning goods via a postal / courier service, please sent to : Premium Quality C/O M99, Unit 6, Manners Road, Newark, Nottinghamshire. NG24 1BS.
Faulty Goods :
If you have received a faulty length of vinyl then we deeply apologise for the issue and will do our very best to rectify the situation immediately. Please contact us describing the nature of the fault.
Undelivered / Lost Goods :
A delivery note should be left if you are out at the time of delivery - especially if the parcel is of a large or heavy nature. If after the noted timespan above from the date of your order your good/s are still undelivered we request if possible that you visit your local Royal Mail sorting office. In many cases an attempt has been made to deliver the good/s. If no one was present to sign for the delivery, or if the parcel was too large to fit through a letter box it will have been returned to the postal sorting office / depot. They are generally stored for a period of 5 - 10 days. If after this period of time the good/s have still not been collected they will be returned to us (returned post can take up to 5 weeks). If the good/s are either not at your local sorting office / depot or in the process of being returned to us please contact us.
Complaints : We want to give all our customers an excellent service. But sometimes we might get it wrong. If we do, we want to know how we can fix it. We've developed the complaints procedure explained below, which gives you two ways to contact us if you have a problem.
Most customer concerns can be resolved through our dedicated customer service email. Please email us first and remember to include your order number as this will help us to deal with your complaint more efficiently. Whilst we do our utmost to ensure your complaint is resolved to your satisfaction at your initial point of contact, there may be occasions where you are still not satisfied with the response you have received. If this is the case, 'Stage 2' of the process has been designed
to assist you. Our response time is 24-48 hours (this excludes Bank Holidays / Weekends).
Please write to our 'Customer Relations Department' who will look into the issue.
Premium Quality C/O M99, Unit 6, Manners Road, Newark, Nottinghamshire. NG24 1BS.
You can be assured of our personal attention in resolving the outstanding problem promptly. When contacting us please remember to include all necessary details, including :
Your order number.
* Your daytime telephone number.
* Your e-mail address.
* Your full postal address.
* The nature of the issue.
* Any previous contact that you have had with us (if applicable).
Upon receipt of a 'Stage 2' complaint we will telephone or email you directly between the hours of 9am & 5pm (Mon-Fri) with a complaint reference number and also to discuss the details of the complaint. Contact will be made within 24-48
hours. Your case investigation will begin within 5 working days of us receiving your letter and any updates will be advised by telephone or email. All ‘Stage 2’ complaints are recorded electronically and closed once a solution has been reached.
If, in the unlikely event that we reach a 'deadlock' situation with your complaint after 8 weeks, we will confirm that there is nothing more we can do by either telephone or email. You can then refer the dispute to Consumer Direct or your local
Citizens Advice Bureau for an unbiased opinion.
Comments either good or bad regarding our website or service are greatly appreciated and will be considered and acted upon where applicable.
We will not tolerate any attempts to obtain goods by fraudulent means. Any fraudulent action will be reported to the relevant authorities. Please note that internet host IP addresses are recorded when placing an order online.
Any copying of content such as : Text, images, HTML code, META tags, ‘Buy’ buttons, drop down boxes, model lists or site structure is prohibited. We regularity enter text / HTML strings into META / search engines to check for duplicate content.