Please read these terms and conditions carefully, as they contain important information about your rights and obligations in respect of any item purchased through eBay.
Scope of the Terms and Conditions
The purchase of any products or services by you, the Customer shall be governed by these terms and conditions, which shall supersede all other terms. Products or services purchased through Touchstone AV on the English language eBay website, eBay.co.uk and are also subject to the applicable eBay terms and conditions.
Buyers MUST read the item description fully before purchase, if in doubt buyers MUST contact us prior to purchase to confirm products capabilities. Items cannot be refunded after purchase for compatibility issues out of our control or buyers not understanding products capabilities in conjunction with their existing hardware etc. Please read these terms and conditions carefully, as they contain important information about your rights and obligations in respect of any item purchased through eBay.
Touchstone AV may be contacted by emailing us through the eBay messaging system or by telephone 01202 477276.
Payment Terms
The invoice and shipping addresses must be in the same country,
Touchstone AV shall accept payment by PayPal from verified PayPal users only. Other payment methods will not be accepted and any associated orders shall be immediately cancelled, where items have been ordered for delivery. Purchase must be completed within five (5) days. If payment is not made within five (5) days items may be relisted for sale to another customer.
Touchstone AV cannot guarantee full availability of any product at any time. Where a product is unavailable, you may be offered a similar product. Once payment has been made an order cannot be cancelled.
Price and postage
Whilst Touchstone AV tries to ensure that all prices are accurate, errors may occur. If an error is discovered in the price of a product or services ordered, Touchstone AV reserve the right to cancel the order and invite you to place another order for the goods at the correct price. In this event, Touchstone AV shall contact you. If Touchstone AV cannot contact you, your order will be deemed cancelled. If Touchstone AV should cancel an order where payment has already been made, a full refund shall be made.
Delivery Date
Touchstone AV shall endeavour to make prompt delivery, in line with estimated delivery dates. However, circumstances may arise beyond Touchstone AV’s control that may make it impossible to meet a specific delivery date. As such, all delivery dates are given as an estimate only. Touchstone AV shall only be required to refund the Customer where a specific delivery date has been offered and has not been met.
Delivery & Dispatch
Products are delivered within the United Kingdom only (unless specified). The carriage and transportation of products shall be determined at Touchstone AV’s discretion. Where multiple products have been ordered and are unavailable at the same time, Touchstone AV reserves the right to deliver products separately, where reasonable.
Delivery information on the eBay.co.uk product/item page shall also apply and should be read.
Free Delivery*
Touchstone AV is currently offering FREE DELIVERY to Mainland UK*. (Except for special delivery items) We reserve the right to change our delivery charges as and when necessary.
This does not affect your Statutory Rights.
*We currently only offer delivery to the mainland UK only. Sorry orders from Jersey and Guernsey will not be accepted.
Receiving your items
All products and equipment sent by us must be checked for condition within 48 Hours.
Any damaged or faulty items must be reported within 48 Hours of delivery on: 01202 477276
If the box or packaging looks damaged or you are unsure of the condition of the item please sign for your item as damaged or unchecked.
Although we work closely with our chosen couriers to ensure that we provide the best possible service and convenient delivery times, we regret that delays may sometimes occur which are out of our control of which we cannot be held responsible, or countable.
Refunds and Returns
Touchstone AV wants you to be completely satisfied with all purchases made from us. In the unlikely event that you would like to return any item to us, please read and follow the instructions below carefully.
Unwanted Goods
Any ‘unwanted’ goods (dispatched from stock) must be returned to us within 7 days of purchase for refund or store credit.
Please note should you wish to 'audition' product(s) prior to purchase please contact us to discuss this strictly prior to purchase as we may be able to arrange a formal demonstration in some cases.
Products must not be purchased on a 'trial' basis as our products are all ‘special order items’ and therefore will not be refunded or may be subject to up to a 50% restocking charge.
Touchstone AV will refund or credit the value of all returned unwanted goods, excluding the original delivery charges, providing the goods are in a perfect saleable condition and in their original packaging, with no parts or packaging missing or damaged.
All items that are 'Special Order' items (not from stock) are excluded from the money back policy and distance selling regulations. Please contact us for further details or clarification.
Any unwanted goods returned to us are strictly at your expense. This does not affect your legal rights.
If the goods do not reach us in a perfect, saleable condition and in their original packaging, then your right to a full refund may be affected.
The returned parcel and its contents are your responsibility until they reach us. We therefore recommend that you send all items by registered post, retaining proof of postage.
Refunds will only be processed once the goods have been received and checked in to our warehouse.
Note: We aim to process all refunds within 30 days of receipt.
Refunds will not be given on any used products unless they are found to be faulty.
All returns will be credited to you by the original method of payment.
Faulty Items
Touchstone AV will do our best to resolve your issues as soon as possible. The way in which we solve your problem will depend on the nature of the fault and the available options. Some issues which appear as faults can often be solved with appropriate technical advice so please contact us if you are unsure.
Items considered to be faulty will need to be inspected before a credit or refund is issued.
The procedure for inspection varys depending on the manufacturer.
Procedure:
In the first instance please contact us on: 01202 477 276 or email info@touchstoneav.co.uk with your intention to return your item and receive a returns number and the address to send the item to.
In some cases items may need to be returned direct to the manufacturer or appointed service agent.
Please mark your return with your returns number (e.g... RMA1549) complete with your name and address stating any fault or problem with your item.
*All packaging must be retained for 30 days
*All items MUST be returned in their original packaging with all cables accessories and manuals etc.
*Failure to do so may result in any refund being issued.
Returns Refusal
Items returned to us that do not meet our stated returns criteria, or without authorisation will not be processed and you will be asked to arrange collection from us.
*Exceptions
The following items cannot be returned:
•'Special Order' Items which are made-to-order to your specifications, for example custom cables or furniture.
•Non stock items ordered from a distributor specifically for the customer.
•Items purchased by a company (B2B transactions).
•Items which have been damaged or misused in your care.
Damaged items
All products and equipment sent buy us must be checked for condition within 48 Hours.
Any damaged or faulty items must be reported within 48 Hours of delivery on: 01202 477276
If the box or packaging looks damaged or you are unsure of the condition of the item please
Sign for your item as damaged or unchecked.
Items that develop a fault after the initial 48 hours will need to be sent to the manufactuer or appointed again for inspection repair or replacement.
Please don’t send anything until you hear from us. When sending your item clearly indicate the returns number on the address label and make sure the senders address is attached to the package.
Items without a valid returns number will always be rejected.
Where postage has been left unpaid (or underpaid) the delivery will not be collected and may eventually be returned to you via Royal Mail. Royal Mail may also dispose of such items where a return address is not provided.
These terms and conditions may be subject to change at short notice - Touchstone AV retains the right to change this policy at any time.
If you have any comments or queries in connection with our returns and refunds policy please sends an email to: info@touchstoneav.co.uk
Privacy Policy
Touchstone AV is committed to protecting the privacy of our users. Any information collected by us is collected lawfully and in accordance with the Data Protection Act 1998.
The personal information that we collect will be held securely in accordance with our internal security policy and the law. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
This website takes reasonable precautions to protect our users' information. If you submit any sensitive information via the website, your personally identifiable information is reasonably protected.
If you have any questions relating to our privacy policy, or wish to modify or delete any personally identifiable information that you have provided to us, please send an email to: info@touchstoneav.co.uk
Governing law and jurisdiction
The sale of products and/or services as well as these terms and conditions shall be governed by and construed under the laws of England and Wales without prejudice to the user rights granted by these terms and conditions. The Court of England and Wales shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms and conditions.
Other
Circumstances beyond our control, force majeure
In the event that a contractual partner is prevented from fulfilling the contract by circumstances or events beyond its control or which it cannot economically be expected to avert, e.g. in the event of war, strikes, lockout, disruptions in the supply of energy, fire, acts of sovereign powers or other acts of nature, its obligations under this contract shall be suspended. The contractual partners shall endeavour to remedy any disturbances or disruptions forthwith.
