Standard Terms and Conditions Of
Sale
The terms and conditions below do not affect your
statutory rights.
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As many of the
products we offer are of a specialist nature, please ensure that you read
the appropriate section of our terms and conditions prior to placing your
order. Some items we list are by their nature special orders and are
obtained or even imported to the UK specifically to your order. If you are
ordering these items, which are from the William Britains, Kyosho and
Carson Spare Parts ranges, and any item that is not listed where we have
had to quote you a price, please read the Important Variation To Return
Policy for Special Ordered Items before you place your order.
These terms have been carefully
written in plain English for clarity. If you have any query, please
contact us prior to placing your order as placing an order with us
automatically implies that you agree with the terms below. |
POSTAGE RATES? Postage & Delivery rates can be
found on our POSTAGE page.
Age & Age Restricted Items
We are unable to accept orders from those under 14 years of age.
In addition, the following products that we sell are age restricted. We
are not permitted, by law, to supply to anyone under 18 years of age:
All aerosol sprays (such as spray paint for example)
All solvent based modelling paints and adhesives (super glues, tyre glues,
modelling glues and modelling paints)
All knives, blades and other sharp edged items (such as wire cutters)
All compressed air canisters (e.g. airbrush cans)
We are also unable to supply any product which contains these
items even if the item itself doesn't specifically name these age restricted
items - for example radio control car deals with paint included.
By purchasing any of the above products you are implicitly affirming that you are 18 years
of age or older.
Refusal to serve
We reserve the right to refuse to supply any order
placed without giving a justification. Placing an order via our web site does
not constitute a contract until goods are dispatched from our premises. We
reserve the right to cancel any sale after charging and prior to the goods
leaving our premises, in which case a full refund of any amounts already charged
will be made.
Mistakes and Corrections
Due to the size of our site, it is possible at times that
products may be incorrectly listed that are no longer available, have had a
specification change, or are no longer available at the listed price. It
is also possible for an incorrect price to be entered during the ordering
process. We reserve the right to refuse to serve in these instances.
Payment Delay
Although our standard card handling systems charge you at time of order,
there is an option during checkout to use a MANUALLY CHARGED system, with which we charge you
at time of dispatch. This option is primarily there for use when pre-ordering models which
are some months off release. When ordering items that you would expect to be dispatched within
a few days, please only use this option if your card is rejected by our Payflow or Paypal processors,
as very simply it takes us a lot longer to process and therefore dispatch may be delayed.
Cheques, Paypal
and Postal Orders
Please order online in the usual way, selecting the PHONE
ME FOR PAYMENT DETAILS option but indicate in
the COMMENTS that you wish to pay by one of these three methods. The order form
may request a card number – just enter a zero or the word CHEQUE etc into the
box. Please wait for our confirmation that the items are available before
sending payment.
Cheques: As we are set up primarily for card sales,
cheques are slow to clear in our bank. We usually need a 14 day timescale to
clear a cheque as a result. Cheques should be made payable to TIME TUNNEL.
Postal Orders: We prefer postal orders uncrossed and
payable to the proprietor, P Gorin, for speed of dispatch.
Paypal: Paypal is accepted from UK accounts that are
VERIFIED members and with CONFIRMED delivery addresses. We reserve the right to
refuse and refund payments made by Paypal. Paypal payments can be made
automatically via our shopping basket site at
www.goldstarstockists.net/live
- all other Paypal payments must be initiated manually by yourself.
You may request a refund for any Paypal, cheque or postal order payment where
the goods have yet to be dispatched at any time - for example, back-orders and
pre-orders. In the event that you request a refund and do not provide an
alternative means of payment, the balance of the order will at this point be
cancelled.
Please note that diecast advance orders by Cheque, Postal
Order or Paypal must be pre-paid at time of ordering. We do not “email for the
money” when items are released. For this reason, we suggest that pre-ordering
with a credit or debit card is a better option.
Order Online,
Collect In Store
Where you order online for collection in store,
payment must be made at time of collection. We cannot process a payment card
entered on our web site for in store collections due to banking regulations –
therefore if you place a card number on the order, it will be disregarded. You
will need to enter your PIN when purchasing with a card in store, as we cannot
override our terminals.
Deposits
For a small number of specialist items, we may request a
deposit before proceeding with your order. We will always contact you first in
this case and await your agreement. Deposits charged are non-refundable in the
event you choose not to go ahead with the purchase. We only make these charges
where we consider the item to be of such obscure interest that we would be
unlikely to find another purchaser for it.
Pre-Payment
From time to time we may offer a special discount for
pre-payment of an advance order. Where this is offered, the order cannot be
amended after payment is taken – however, a full refund will be given should the
manufacturer be unable to supply the item (through shortage or cancellation of
product line).
In all cases, our maximum possible refund payable will
be the total paid to us by you. No payment or refund will be made for, but
not limited to, disappointment, time lost or any consequential loss of any form
whatsoever.
Returns Policy –
Faulty Goods
Due to the nature of the products we sell, we request
that all faulty goods be returned within 28 days of purchase.
In all cases, our maximum possible refund payable will be the
total paid to us by yourself, plus the reasonable Royal Mail return costs that
you have experienced – up to a maximum of the Royal Mail Standard Parcel rate
for the weight returned. Genuinely faulty goods will be refunded, substituted or
replaced as required.
Please see information on the Returns Form for advice on how
to deal with the post office to ensure that you use a reasonably priced service.
We will not refund “Special Delivery” costs for any weight or “First Class
Recorded” costs for items over 1KG – for both of these, Standard Parcel rate
only will be refunded, regardless of the actual postage service used.
We take the view that goods that have been damaged by misuse
are not faulty. Therefore, we will examine all goods returned as faulty to
determine whether the problem has been due to incorrect manufacture or simply
user error – Refunds will not be given for products which have been damaged by
misuse, although we will where possible advise the cheapest option for repair.
In the case of faults with electrical toys, please double
check all instructions and, where possible, seek advice from the manufacturers
help line number if one is given on the box.
Scalextric, Hornby and similar slot racing or railway sets:
Usually only a small part is faulty on these, we will happily exchange that
part if it is returned to us.
Missing parts: Where parts are missing from an item,
please let us know by email as soon as possible. We can usually supply
replacement parts without delay. We do not refund purchases made at other
retailers in the event that parts are missing from our goods, unless this has
been agreed with us prior to the parts being purchased at another retailer.
In all cases, our maximum possible refund payable will
be the total paid to us by you. No payment or refund will be made for, but
not limited to, disappointment, time lost or any consequential loss of any form
whatsoever.
Returns Policy –
Change of mind
You have 7 working days from the day you receive any
part of your order to notify us that you wish to return the received item for
refund. Each dispatch to you is treated as a separate contract and therefore a
separate order for the purposes of returns.
The Consumer Protection (Distance Selling) Regulations gives
you the right to a 'cooling off' period, i.e. a right to cancel your order
within 7 working days following the day of receipt of the goods and return them
for a refund. This applies to all our goods except special orders. It is your
responsibility to give notice of your wish to cancel within this cancellation
period by email, fax, letter or telephone. The goods must be returned in mint,
saleable condition at your expense and we would recommend for your own
protection that you use a recorded delivery service, as the items remain your
responsibility until they are received back at our store.
You will need to complete a Returns Form to enclose with
the product - we will issue a Returns Authorisation Code, which should be
written onto the returns form. The form can be downloaded from
http://www.goldstarstockists.net/downloads/returns-pack.pdf
In order to issue a Returns Authorisation Code, we will need
to know which item you are returning and the reason you wish to return it. You
will need to ensure that we receive the item within 30 days of our issuing a
returns authorisation code (you will need to arrange for the item to be returned
to us, by post or courier at your expense) and when we receive the item we will
process a refund. Carriage Charges selected that upgrade from our regular
"No Rush" service are non refundable.
If the item is bulky and was delivered to you we may be able
to arrange for it to be collected. The charge for such a collection is £9.95,
and this would be deducted from your refund. If you require a collection please
let us know, however it may be cheaper to take the item to the post office.
Duty of care: You must take good care of any product
that you intend to return to us. By using a product or building or part-building
a kit it is reasonable to suggest that you have accepted the product as your
own. Under these circumstances, a return will not be accepted. Please note that
items returned to us will be very carefully examined for signs of use or damage
prior to any refund being processed. If the item has been used, and is obviously
not in as-new condition, a deduction from the refund amount will be made of 50%.
Exchanges: If you wish to exchange the item for an
alternative item we will happily arrange this. Details of how to do this are on
the returns form.
We reserve the right to refuse further to accept further
orders from you should you repeatedly return items.
In all cases, our maximum possible refund payable will
be the total paid to us by you. No payment or refund will be made for, but
not limited to, disappointment, time lost or any consequential loss of any form
whatsoever.
Returns
Policy – In Store Purchases
In store purchases are subject to our standard return
and refund policy as displayed at our checkout points.
Important Variation To Return Policy for Special Ordered Items
This variation applies when ordering any item from the
William Britains, Kyosho and Carson Spare Parts ranges, and any item that is not
listed where we have had to quote you a price – such as unlisted Tamiya spare
parts which are imported from Japan solely to your specific order. These items
are not part of our usual stock and are obtained or imported to order purely as
a service to satisfy the consumer where these items are not readily available in
the UK.
Once an order has been placed for these items, it cannot
usually be cancelled. Please ensure you are aware of exactly what you are
ordering and that you have taken into account any timescale we have advised
(which may be subject to extension) before confirming your order online.
Cancellation of orders not already dispatched
Please advise us as soon as possible that you wish to cancel off items from your
order. We will amend your order immediately provided that the items have yet to
be processed or dispatched.
We are not able to cancel orders for items once the items have
left our mail room.
We are not usually able to cancel Special Orders for unlisted
Tamiya, Kyosho or Carson parts.
Please note that we reserve the right to restrict or refuse to
offer our services to anyone who repeatedly orders and then later cancels items
without good justification.
Courier Deliveries
Larger, more expensive or heavier items may be delivered by courier.
All couriered items must be signed for as part of the transit insurance conditions
of the courier firm, therefore we are unable to instruct the courier company to leave the parcel
without a signature being obtained.
Where a parcel is refused OR the courier company’s online tracking indicates that they have left a card
and subsequently returned the parcel to us as the addressee has failed to either (1) arrange redelivery
or (2) collect the parcel from the courier company’s depot, the order will be cancelled
and refunded when the parcel is delivered back to our premises. In these circumstances,
a deduction will be made from the refund for the courier company’s charge for both the
outgoing parcel and it’s return to our premises. This will be a minimum of £11.00+VAT.
Goods Lost In Transit
We use the post office for many deliveries. As many of
our packages are too large to be posted through residential letter boxes, many
will be held at your local sorting office for you to collect. We therefore ask
that if you feel an excessive time has passed, once you have confirmed that we
have dispatched a package to you (note that we charge you on day of dispatch,
not on day of order, so if a charge has been made then goods have been
dispatched) you check with near neighbours (post officers often deliver "next
door" if they call when you are out) and your local sorting office to check if
an item has been held for you. Sorting offices usually require that ID is shown
before they will check their shelves.
15 Working Days Rule: Due to the way the post works,
the Post Office will not accept that a package has gone missing until 15 working
days minimum after posting. This in layman’s terms is 3 weeks. During this
period our hands are tied and we must simply wait, as "lost" packages are often
redelivered or returned to sender during this time.
Post Office Carding: Many post men do not leave cards
if you are out, they should but often do not. The Post Office Sorting Offices
will rarely confirm that they have a package waiting for you by telephone and
will only normally confirm in person if you present ID with the same address -
this we imagine is to protect the mail and prevent fraud.
Let Us Know: In the event that you have checked with
neighbours and the sorting office, and no trace can be found of the package,
please contact us and we will look into it. If after 15 working days, the
package has not arrived and it appears that the package has been lost in transit
we will forward to you a document for you to sign to confirm that you have not
received the package, and once we receive this back from you a duplicate order
will be dispatched. If a refund, rather than a replacement, is required, we
must wait until the post office have completed their investigation, after which
we will credit the value of any lost goods to your card.
In all cases, our maximum possible refund payable will
be the total paid to us by you. No payment or refund will be made for, but
not limited to, disappointment, time lost or any consequential loss of any form
whatsoever.
Cut Back
Policy In Event Of Short Supply
Where products are ordered in advance of release, we
ensure on a weekly basis that our orders with our suppliers are increased
accordingly to cover all customer requirements. However, on occasions a supplier
may be unable to fulfil our order in full due to shortage of supply by the
manufacturer or oversubscription to the trade or for other reasons beyond our
control.
In the event of this happening, which would result in more
outstanding orders for a product than stock available, we will always apply the
following policy:
Any order for more than one piece of the item will be reduced
to an order for one piece only.
In the event this doesn't allow enough product to supply one
to each who has ordered: All orders will be sorted into date/time order
(subscription and pre-payment customers counting as the earliest possible date)
and items will be allocated in single pieces to each order in date/time order to
ensure that the model is supplied on a first-come-first-served basis.
This policy applies to all diecast, railway, slot racing and
RC products advanced ordered via our site, in store, by fax, by letter or by
telephone.
In the event of pre-payment or deposits having been made, our maximum possible refund payable will
be the total paid to us by you. No payment or refund will be made for, but
not limited to, disappointment, time lost or any consequential loss of any form
whatsoever.
Complaints
In the event of a complaint, please contact Neil Gorin
via any of the methods outlined on our Contact Us
page. We will endeavour to respond to all complaints within 3 working days,
however usually response will be within 24 hours at any time. You will be kept
updated as to the progress and outcome of your complaint.
Your
details, security & privacy
In the event of any query relating to privacy or
security matters, please contact Neil Gorin via any of the
methods outlined on our Contact Us page.
Personal and order details are collected online and by
telephone at point of order, or enquiry, lawfully and in accordance with the
Data Protection Act 1998, under which we are fully registered.
Once received your details will not be disclosed to any third
party, except where required to process your payment and arrange delivery of the
goods. Your email address will be added to our Newsletter receivers list only if
you select that option when ordering (or enter your mail address into the box on
our menu page). Each newsletter published includes clear instructions on how to
cancel future issues.
Your name, delivery address phone number & address will be
passed only to the following organisations: Credit Card merchant services - for
security checking and sale authorisation. Delivery Organisation (e.g. Royal
Mail, Parcel Force, Courier etc) for delivery. We do not maintain or keep a
postal mailing list - if you wish to be kept updated on new products, we
recommend you join our email newsletter using the link at the bottom of our menu
page. Our email newsletter mailing list software stores only your name & email
address and no other details whatsoever.
In the event of online payment by credit or charge card, no
payment details are kept on any form of computer system once orders are received
and actioned, only on paper file within a locked room to which no public
access is permitted. Online ordering processes are protected by both SSL secure
layers, double helix 128 bit encryption with both public and private keys and
triple levels of password protection.
Cookies are used in the implementation of this site only to
pass non-sensitive information during the ordering process, and do not store
card details or payment information.
Your Rights: The above does not affect any statutory rights
that you may have under the various retail acts including the Sale and Supply Of
Goods Act and the Distance Selling Regulations.
HISTORY
Terms and Conditions rewritten in plain English 10th Sept 2006.
Added details with respect to Paypal payments
13th May 2007.
Added section "Age Restricted Items" 9th November 2007.
Changed addressing for cheque payments 20th March 2009.
Details revised with relation to card processing and contacts 3rd May 2009.
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