Any words in italics are explained in the definitions below.
Returns Policy – We want you to be 100% delighted with the services we offer, but if you are not completely satisfied we would love to hear from you so we can try and put things right.
If we have been unable to resolve any issues you have raised to your complete satisfaction then the available remedies are set out below.
If you are a new customer you can return any purchase within 30 days from the delivery date for a full refund of the price paid – this includes any postage charges we have applied, but you are responsible for any costs incurred in returning the order back to us. Please ensure when returning an order that you have adequate insurance as we can only refund returns when we receive them. If we have done something wrong we will also refund the reasonable cost of return postage to us, providing you enclose a receipt. This is limited to the cost of an equivalent service offered by Royal Mail such as Recorded or Special Delivery, but not Personal Courier Services, for example.
If you are not a new customer then it is likely that have already received an order from us and already seen the quality of our merchandise. As the majority of our goods are personalised goods, returns are generally excluded. Just like if you ordered a personalised cake for Bob’s 80th only to realise it was his 79th, as this has been created for you in mind there is nothing that can be done afterwards, sorry about that.
We do try and be fair when this happens.
The following applies when you are not a new customer, have not purchased personalised goods and where the order does not form part of a package:
You can return any purchase which is not part of a package AND not considered personalised goods within 30 days from the delivery date for a full refund of the price paid – this includes any postage charges we have applied, but you are responsible for any costs incurred in returning the order back to us. Please ensure when returning an order that you have adequate insurance as we can only refund returns when we receive them. If we have done something wrong we will also refund the reasonable cost of return postage to us, providing you enclose a receipt. This is limited to the cost of an equivalent service offered by Royal Mail such as Recorded or Special Delivery, but not Personal Courier Services, for example.
The following applies when you are not a new customer and have either purchased personalised goods OR where the order forms part of a package:
Sorry like Bob’s Birthday Cake – we can only cancel your order when all of the following applies:
- We have received your request to cancel in sufficient time to cancel any personalised goods any you have ordered.
- Where your order is considered to be part of a package, we have received your request before any part of the package has been fulfilled.
Where we have made a mistake – We don’t do this often, but when we do we like to put things right. You can either
- Return any purchase within 30 days from the delivery date for a full refund of the price paid – this includes any postage charges we have applied. Please ensure when returning an order that you have adequate insurance as we can only refund returns when we receive them. If we have done something wrong we will also refund the reasonable cost of return postage to us, providing you enclose a receipt. This is limited to the cost of an equivalent service offered by Royal Mail such as Recorded or Special Delivery, but not Personal Courier Services, for example.
- Ask us to make things right, just email us we will be happy to help.
If your order has not arrived – we hate it when this happens, although over 99% of our orders make it safely we understand that 100% is not always attainable from our Delivery Partners. When this happens we will ask you to fully co-operate with any investigation by our Delivery Partners as to the loss of your order and providing you do so we will happily re-issue ONE re-print of your order. If any subsequent replacement is not received by you we reserve the right to cancel your order and apply a 100% cancellation fee to cover our costs incurred. We will of course refund any payments received from our Delivery Partner, after investigation, in this instance.
- Any Quality Issues with your order has to be reported within 5 working days from the delivery date. If you are unhappy with your order for any reason please do let us know. We are always looking to improve the products and services we offer to enable us to offer an unparallel customer services. In this instance we will happily re-issue ONE re-print of your order. If any subsequent replacement is not perceived satisfactory by you or not received by you we reserve the right to cancel your order and apply a 100% cancellation fee to cover our costs incurred. We will of course refund any payments received from our Delivery Partner or Printing Partner, after investigation, in this instance.
- In all other cases, for example; you ordered the wrong item, you included incorrect details, you have changed your mind or any other reason not listed above, then we would love to try and help in any way we can. When this happens we can replace your order with a 50% discount on the price paid – we cannot say fairer than that.
In the unlikely event you are unhappy we want to hear from you. Our returns policy is designed to offer unrivalled customer services, but this is limited by the personalised goods we do offer. You can contact us here.
Definitions | |
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Delivery Date | This is the deemed delivery date. We deem delivery to have been made on whichever from the following list occurs first: |
1. Within 5 workings days from the date of posting. [When we have proof of postage] | |
2. On the date your order was delivered. [When we have proof of delivery] | |
3. On the date you claim to have received your order. | |
New Customer | A new customer is one which meets all the criteria below: |
1. You have never placed an order to us in the preceding 24 months. | |
2. You have never placed an order to us on behalf of someone else within the preceding 24 months. | |
3. We have not made nor attempted to make a delivery of an order to your billing, shipping nor customer address in the preceding 24 months. | |
4. Your email address, payment details or personal details have not been used on a previous order to us in the preceding 24 months. | |
Us | Rated Takeaway(s) www.ratedtakeaway.com |
Personalised Goods | Items which bear personalised details such as name of premises, address or other marks which can only relate to the person ordering. |
Package | A collection of goods or services which includes one or more items which are considered to be Personalised Goods. |
Quality Issue | A Quality Issue is whereby an item is unfit for purpose; this may include faulty or damaged during transit OR an error in processing your order by us. |