Shipping & Returns Policy
Shipping and Returns Policy (As extracted from Terms and Conditions of Sale)
11th July 2023
Thank you for thinking of buying from Clip Retail Ltd (referred to as ‘Clip’ ‘we’ ‘us’ ‘our’ in these terms and conditions). We take our responsibilities to our customer very seriously. Part of this is having in place a set of terms and conditions that apply to purchases from us. We have written these to make them as easy as possible to follow and understand. If you have any questions at all about these terms, how they apply to you and any order you place, please do not hesitate to contact us using the details below:Phone: 08000 448 411
Post: 71-75 Shelton Street
This policy forms part of our main terms and conditions of sale, referred to as ‘Terms’, and will apply to any purchase you make from Clip. Please read them all. You cannot make a purchase without agreeing to these terms, so you must make sure you are happy with them before you place your order. When we refer to ‘you’ or ‘your’ in these Terms it is a reference to the person reading the Terms and, in the case of someone buying from us, it means the person making the purchase. The Terms apply only to orders placed via the Clip website and they do not affect or limit your statutory rights. For our full Terms and Conditions of Sale, click here
We may, from time to time, change and update these Terms. This is to ensure that they are up to date, reflect the law, and protect both of us. Any changes we make to the Terms will be effective as soon as they are published on our website, but they will not apply retrospectively to any Orders that you have placed prior to them coming into effect.
4.1. We aim to deliver the Goods in your Order as soon as we can after we have sent your Order Confirmation.
4.2. The costs of your delivery will be clearly shown during the Order process.
4.3. We will send you an email to confirm when the Goods in your Order have been despatched and will, if possible, provide you with tracking information so that you know when to expect delivery.
4.4. If your Order comprises a number of different Goods we may complete delivery in a number of instalments. If any additional delivery charges are due this will be clearly shown during the Order process.
4.5. All deliveries will be pre-booked and must be signed for. If you are out when our delivery partners arrive, they will leave a card, send an email or text message with a contact number for you to call them and arrange a delivery at a future date. If our delivery partners attempt to deliver on 2 separate occasions, and you are not around to accept the delivery your order will be cancelled, and refund any money you have paid, less the delivery costs.
4.6. For certain Goods we offer our enhanced ‘Premium Delivery Service’ for an additional charge. The charges for this service will be outlined to you during the final stages of the Order process. If you choose the Premium Delivery Service our expert Premium Delivery Service team will carefully install your new Goods in your home, exactly where you want them (subject to access). Prior to our Premium Delivery Service team arriving at your house please make sure that the areas you want the Goods placed is cleared. Please also make sure that the room you wish the Goods to be placed in is large enough to take the Goods. Once at your house our Premium Delivery Service team will bring the Goods into your house and, where required, assemble them for you and take away all of the packaging and rubbish. To make sure you are completely satisfied with your product the delivery team will ask you to sign for your product after is has been installed.
4.7. Our Premium Delivery Service team cannot complete any electrical works beyond plugging an electrical item into existing wall sockets, and will not install, or complete any work on any gas mains. If any Goods require electrical work to be completed, or are to be fitted to a gas main, it is your responsibility to obtain suitable professional assistance, at your cost, to complete this.
4.8. Some of our Goods require you to assemble them. Where this is the case we will make this clear to you on the Goods’ description on the Website. When self-assembly Goods are delivered please unpack them as soon as you can to check that all relevant parts are included and in undamaged condition.
4.9. If any of your Goods are delivered damaged, or are not as you expected, please let us know as soon as possible so that we can sort the issue out for you.
4.10. You will become the owner of the Goods at the time of delivery provided we have received payment in full.
5. Your Rights
5.1. As a consumer you have a number of rights, outlined in the Consumer Rights Act 2015 and related laws and regulations. The table below outlines these rights. Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Goods your legal rights entitle you to the following:
- Up to 30 days: if your Goods are faulty, then you can get a refund.
- Up to six months: if your Goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- Up to six years: if your Goods do not last a reasonable length of time you may be entitled to some money back.
5.2. In addition to the above, you may have the right to ‘cooling-off’. Cooling-off gives you a period of 14 days, running from the day on which your Goods are delivered to you, during which time you can change your mind about your purchase and return the Goods to us for a full refund.
5.3. You will not have the right to Cooling-Off in relation to the following types of Goods:
5.3.1. Bespoke Items and/or Made to Measure Items: These are Goods that have been produced and suppled to unique specifications provided by you. For example, a watch with a custom engraving would be deemed to be a Bespoke Item and a piece of furniture made to fit your measurements would be a Made to Measure Item. Don’t worry, though, simply selecting a colour from a range of colours available or your Goods being made to order does not fall within the scope of Bespoke Items or Made to Measure Items. We will always make it very clear to you if what you are ordering is a Bespoke Item or a Made to Measure Item and that, if you proceed with your Order, you will not be entitled to return it to us using the right of ‘Cooling Off’. This does not limit your rights if the Bespoke Item or a Made to Measure Item is faulty, damaged, not made to the specification we agreed to make it to, or not as described.
5.3.2. Pillows or mattress protectors that have been taken out of their sealed packaging.
5.3.3. Mattresses or divan beds that have been used.
5.3.4. Self-assembly items that have been damaged during assembly.
5.3.5. Semi-fitted wardrobes, whether or not assembled by us.
5.4. If you wish to exercise your right of cooling-off then please get in contact with us to let us know. THIS MUST BE DONE WITHIN 14 DAYS OF YOU HAVING RECEIVED THE GOODS. Alternatively you can complete the Cancellation Form, which can be found here: Cancellation Form and return this to us.
5.5. If you exercise your rights to cooling-off it is your responsibility to ensure that the Goods are returned to us in a saleable condition. We may agree to collect the Goods you are returning from you. You must cover the costs of returning the Goods, or us collecting them, and they must be back with us within 14 days of you having told us that you are returning them to us.
5.6. If the Goods arrive back with us and they are damaged, or are not in a saleable condition, we will deduct from any refund a reasonable sum of money to compensate us for the damage, or reduction in sale price we can achieve for the Goods in question.
5.7. Where you have paid for your Goods upfront we will refund any money due to you, including any delivery charges paid, but less any deductions as outlined above, within 30 days of us having received the Goods back.
5.8. Where you have paid for your Goods using credit from Snap Finance or Newpay we will notify the lender that you have returned the Goods to us and the lender will liaise with you regarding the termination / refund of your finance arrangement with them, and any charges that may be payable as a result of such termination. We strongly recommend that you read the lenders terms and conditions carefully, paying particular attention to terms relating to withdrawing from your agreement with them.
For any online queries, please refer to the Contact Us page.
The registered office of Clip Retail Limited is:71-75 Shelton Street
Company registration number: 13800014
VAT registration number: 407 1722 22