Delivery and Refund Policy
Chartex aims to process orders on the day payment is taken through the website or a trade purchase order is received.
All products are carried in stock ready for dispatch usually via Hermes, Royal Mail, or UPS.
UK delivery time is 1-4 days (excluding weekends), International deliveries are generally 7-21 days but can be subject to unfordseen delays by orders being held in Customs..
Delivery times are approximate and given in good faith and could be subject to change dependent on unforeseen circumstances and involvement of third parties.
Customers will be notified via e-mail revising delivery date should a problem arise.
Where product are listed as 'Free Delivery' or ‘Inclusive of Delivery’ Chartex does incur shipping and packaging costs and therefore a postage surcharge may be applicable in the rare event of returns, re-deliveries, change of order once dispatched or change of delivery address once dispatched.
Chartex cannot accept liability for delivery difficulties caused by customers supplying incorrect address information or failing to collect orders from pre-arranged delivery points.
RETURNS POLICY (Non-Trade Customers) In compliance with Distant Selling Regulations (June 2014)
Faulty or Damaged Goods
Faulty or goods damaged in transit will be either replaced or refunded once the goods, in their original packaging, have been returned to Chartex, inspected and confirmed to be defective.
Customers must notify Chartex by e-mail at email@example.com within 14 days of receipt of goods quoting; customer name and address, order number and detailed description of fault or damage (attach photos if necessary).
Customers will be contacted via e-mail giving instructions on where to return defective goods.
Please be aware customers are required to arrange returns at their own expense.
Once goods have been received and the fault validated; customers will be offered a replacement or a full refund within 14 days including return postage costs incurred.
Please note: customers are fully responsible and liable for goods until Chartex has received returned goods.
For your protection, insurance and recipient signature is strongly recommended, as proof of sending, is not proof of receipt of goods.
The definition of faulty or damaged goods does not mean goods that are defective due to: fair wear and tear, misuse, willful damage, accident, negligence by you or any third party, used otherwise than in accordance with their intended use, or any alteration or modification carried out.
Return of Unwanted Goods (cooling off period)
Only Non-Trade Customers are entitled to cancel an order and return goods at any time up until 14 days after the receipt of goods (Distant Selling Regulations (June 2014)). Customers are not entitled to cancel or return unwanted goods defined as ‘print to order’, ‘bespoke’ or ‘special order’.
Collected goods are exempt from distance selling regulations as customer has opportunity to inspect goods prior to acceptance.
Order cancellation must be made by the customer via email at firstname.lastname@example.org quoting customer name and address, order number, reason for cancellation/return (optional) and confirmation that goods for return meet return criteria outlined below.
Customers will be contacted via e-mail giving instructions on where to return unwanted goods.
Customers are responsible for the arrangement and cost of returning unwanted goods.
Distant Selling Regulations Do Not Apply. Chartex does not operate a 'Sale or Return' policy and does not accept returned goods, other than in the event of product defect, from Customers deemed as Professional, Commercial, Trade or operating a related business.
Defective, damaged or unwanted returned goods must be; unused, complete, in original intact packaging and suitable for re-sale (if appropriate).
Once returned and inspected and agreed that the returned goods comply with these conditions the customer will be offered the choice of a replacement, an alternative product or a full refund.
Please note: Customers are fully responsible and liable for goods until Chartex has actually received those goods.
For your protection, insurance and proof of delivery is strongly recommended as proof of sending does not constitute proof that goods were received.
Chartex returns policy may be subject to revision at any time.
Your Statutory rights remain unaffected.