Terms & Conditions

The Greyhound Gifting Co Ltd

Customer Terms and Conditions

Where to find information about us and our products

You can find everything you need to know about us, The Greyhound Gifting Co Ltd. and our products on our website before you order. We also confirm the key information to you in writing after you order by email.

When you buy from us you are agreeing that:

We only accept orders when we've checked them.
Sometimes we reject orders.
We charge you when you order.
We charge interest on late payments.
We pass on some increases in VAT.
We're not responsible for delays outside our control.
Products can vary slightly from their pictures.
You're responsible for making sure your measurements are accurate.
We charge you if you don't give us information we need [or do preparatory work as agreed with us].
You have a legal right to change your mind.
You have rights if there is something wrong with your product.
We can change products and these terms.
We can suspend supply (and you have rights if we do).
We can withdraw products.
We can end our contract with you.
We don't compensate you for all losses caused by us or our products.
We use your personal data as set out in our Privacy Notice.
You have several options for resolving disputes with us.
Other important terms apply to our contract.  

We only accept orders when we've checked them

We will contact you to confirm we've received and are processing your order and we accept it when we dispatch the product and confirm dispatch to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

You will own your product once we have received payment in full, unless we have to reject your order as set out above, in which case we will refund you accordingly unless the rejection is for a reason outside our control.

We charge interest on late payments

If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Our Products: We do not stock any products ourselves. When you place an order, we instruct a print on demand supplier to customise your order, with whom we contract separately to ensure the safe delivery of the products to you.

Delivery costs: The costs of shipping and delivery will be as displayed to you on our website.

When we will provide the products.

During the order process, we will provide you with a best estimate of when the product(s) will be produced and delivered to you. We also provide production and shipping information on our website.

We will work with our suppliers to arrange for delivery to you as soon as reasonably possible after the day on which we accept your order. Our current best estimate between order and delivery is 3 to 7 working days + shipping from the date on which the order is placed.

If we experience any delays or your order contains a more detailed or time-consuming design, we will notify you of any amendment to the estimated delivery date at the time you place your order.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as production or shipping issues with our supplier, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: info@thegreyhoundgiftingco.com to end the contract and receive a refund for any products you have paid for, but not received, less any reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You're responsible for making sure your measurements are accurate

If we're making or supplying the product to measurements or bespoke requirements you provide, you're responsible for making sure those measurements or requirements are correct. Find information and tips on how to measure on our website or contact our Customer Service Team: info@thegreyhoundgiftingco.com.

We charge you if you don't give us information we need or do preparatory work in relation to the product you order

We will charge you additional sums if you do not give us information we've requested in relation to delivery and then the delivery fails for any reason. For example, we or our supplier might need to reschedule a delivery if we cannot deliver to you.

You have a legal right to change your mind

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day it is delivered by our supplier. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: info@thegreyhoundgiftingco.com or fill in the online form at www.thegreyhoundgiftingco.com/pages/contact.

You have to return the product at your own cost. We require you to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, please contact our Customer Service Team: info@thegreyhoundgiftingco.com.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we will reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", any product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we will refund you as soon as possible and within 14 days. If you're sending your product back to us, we will refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We will refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us: info@thegreyhoundgiftingco.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

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 product 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.  

 

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements. These are changes that will not affect your use of the product.

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the products.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

  • you don't make any payment to us when it's due and you still don't make payment within [ 14 ] days of our reminding you that payment is due, or if payment fails after we have confirmed your order;
  • you don't, within a reasonable time, allow our supplier to deliver the product to you.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section above.
  • Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: www.thegreyhoundgiftingco.com/policies/privacy-policy.

You have several options for resolving disputes with us

If for any reason you are not happy with your order, please contact our Customer Service Team info@thegreyhoundgiftingco.com. You will need to quote your order number, the email address you have registered and the details of the problem with the order.
 
We aim to acknowledge any complaint within 14 working days (usually it takes 48 hours) and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you on how to return your item.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to any of a number of reputable mediation services, and we will be happy to discuss an appropriate mediator if we are unable to resolve the complaint amicably.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this and if it may affect the delivery of the products you ordered.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.