TERMS & CONDITIONS

CUSTOMER COMPLAINTS

In the event of the customer needing to make a complaint, firstly they should call or email sales@prodigiousgears.com or use the online form within our contact us page. In many cases, a complaint is best resolved by the person responsible for the issue in question. If the complaint has been received by that person, they may be able to resolve it swiftly and will do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information will be passed to the customer service manager within one week. On receiving the complaint, the customer service manager records it in the complaints log. In the event it has not already been resolved, they delegate an appropriate person to investigate and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. Complaints should be acknowledged by the person handling the complaint within 3 working days.

The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. Ideally complainants should receive a definitive reply within 2 weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. If the complainant feels that the problem has not been satisfactorily resolved at stage one, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the board of directors. The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

TERMS AND CONDITIONS

All orders for goods accepted by Prodigious Gears (the vendor) are accepted subject to the following conditions, which shall form part and govern the contract of sale. Acceptance of goods by the customer shall be deemed to be acceptance of these conditions of sale unless the customer notifies the vendor in writing within 15 days of receipt of this letter or delivery of goods. Any term sought to be imposed by a customer either in a document or otherwise that conflicts with or adds to these conditions is not accepted. No agent or representative of the vendor has authority to vary these conditions.

We store the content of this contract and will send you the details of your order as well as our general terms via email. You can find the terms here at all times.

 

TERMS OF PAYMENT

For orders placed using Credit or Debit cards, the payment card will be debited immediately after an order is placed. The vendor reserves the right not to accept payment by credit or debit card. Direct bank transfer is recommended when payment by card is not possible or not accepted.

 

SHIPMENT OF ORDERS

The vendor shall not be bound by a contract of sale until the goods have been received by the customer. As indicated on the product page, delivery dates are provided as an estimate only – the vendor will use its best endeavours to comply with the date named for delivery. Many products are held in stock by the vendor, but in some cases the date stated is an estimate of the time it will take to order the item from the manufacturer and deliver it to the customer. The vendor reserves the right to part ship orders but will not charge more than the total advertised delivery price for delivery of the order in full.

 

GOODS DAMAGED IN TRANSIT

  1. The Vendor accepts responsibility for the condition of the goods until they are delivered to the Customer, so any damage or breakage en route is in the Vendor’s responsibility, but if something happens after it has been delivered to the Customer, the Customer’s dedicated safe place or the Customer’s nominated neighbour, is the Customer’s responsibility, and the Vendor cannot accept any liability for damages.
  2. The Vendor will not accept any responsibility for goods damaged in transit if the customer reports the damage more than 14 days after receiving the goods.
  3. The Vendor will reimburse reasonable return costs should the Customer be able to provide independent proof that the damage is attributable to the Vendor or its instructed courier.
  4. If despite appropriate and secured packaging, the Customer’s returned goods are damaged during transit from the Customer to the Vendor, the Vendor will take responsibility if the collection and delivery have been arranged and facilitated by the Vendor.

DELIVERY OF THE INCORRECT ITEM

  1. Any goods received by the Customer that the Customer considers as the incorrect delivered goods must be reported to the Vendor as soon as possible, and at the latest within 14 days of receiving the goods.
  2. The Vendor will collect incorrect goods from the Customer and deliver replacement goods as quickly as possible at its own expense.
  3. The Customer has a responsibility to return the incorrect item or any item that has been accidentally delivered to the Customer by the Vendor without order or payment.
  4. If the Customer doesn’t return it, the Vendor will charge the Customer the full cost of the item.

 

 

 

WITHDRAWAL OR CANCELLATION OF ORDERS

  1. The Customer has a right to cancel an order for items purchased from the Vendors website or placed over the telephone or by email no later than 30 days after delivery.
  2. Orders can be cancelled by letter OR  email .
  3. Items need to be returned no later than 14 days from the day on which the Customer communicated the cancellation to the Vendor.
  4. There are some restrictions to products that can be cancelled after delivery however as follows:
    • Software, CDs & DVDs that are used, not sealed and/or registered with the manufacturer in the Customer’s name;
    • Items that come directly into contact with the nose, ears or mouth, such as in-ear monitors or woodwind reeds, which are normally sold sealed in a shop and cannot be tested for hygiene reasons;
    • Items that have been mixed/installed inseparably with other items after delivery or modified in any way.
  5. The Customer is advised to check properly their products carefully when placing order to avoid return of goods.
  6. The Vendor may cancel any order placed by a Customer until the goods are received by the Customer if the vendor is no longer able to supply the item, there has been a significant price change of the item, or if the Vendor suspects the transaction is fraudulent. If an order is cancelled by the Vendor any monies paid by the Customer will be refunded in full within 10 days.

 

CUSTOMER RETURNS:

  1. All returned woodwind and brass instruments are not returnable due to hygienic purposes.
  2. If a customer wishes to return their goods just because they do not like it, The vendor has the right not to accept the goods.

 

DEFECTIVE GOODS WITHIN STANDARD WARRANTY:

  1. All products carry a minimum of a 6 months warranty unless otherwise stated.
  2. If items become defective due to manufacturing fault within 180 days of purchase, then the Vendor will arrange for the collection and repair of the product.
  3. If the product can not be repaired within 60 days, then a replacement product will be issued, which will not be older and not be in worse condition than the original product returned by the Customer.
  4. If the item becomes defective within the warranty period, but after 180 days from the date of delivery, then the same conditions as above apply but the Customer will be expected to pay for any reasonable steps to prove the manufacturing fault and for the cost of returning the product to the Vendor.
  5. Products may not be returned to the Vendor for a refund later than 30 days from delivery unless the Vendor is unable to comply with its warranty obligations.
  6. This warranty excludes items that have become defective due to miss-use, accidental damage or any reason other than manufacturing fault.

 

LIABILITY:

  1. The Vendor is not liable for loss of business or income under any circumstances.
  2. Whilst the Vendor makes every effort to ensure that goods supplied correspond to in every respect with the specification or description provided as the case may be, the Vendor is not responsible for minor variations in specification, and no such minor variation shall be the subject of any claim against the Vendor.
  3. The Vendor will take all reasonable care, in so far as it is in its power to do so, to keep the details of the Customer’s order and payment secure, but in the absence of negligence on the Vendor’s part, the Vendor cannot be held liable for any loss the Customer may suffer if a third party procures unauthorised access to any data the Customer provides when accessing or ordering from the Vendor’s Websites.

 

EXTENDED WARRANTY TERMS AND CONDITIONS:

These terms and conditions shall amend the standard terms and conditions for a specific item in the case that the Customer purchased an extended warranty with that item and shall replace the relevant clauses in the standard terms and conditions. If no different term is given in these terms and conditions, the standard clauses remain applicable.

 

WITHDRAWAL OR CANCELLATION OF ORDERS:

  1. Subject to the warranty exclusions as detailed in this document, products may be returned for a full refund within the number of days stated from delivery.


The original order delivery charges will not be refunded.

    • The extended warranty charge the Customer originally paid will not be refundable.

 


COST OF THE EXTENDED WARRANTY

  1. For Customers in some outlying or remote areas, the price of the Extended Warranty may be marginally higher, due to the potential for higher collection and redelivery transport costs.
  2. The Customer will be able to see this price when they enter their address details during checkout.

 

TRANSFER OF WARRANTY:

  1. If the Customer transfers ownership of the warranted goods, the Vendor must be advised by email of the new owner’s details including name, address, email address and telephone number within 30 days of the item being sold.
  2. Failure to do so will invalidate the warranty and no claims may be made by the new owner.
  3. Cashback after the warranty period is not valid when a warranty has been transferred.

 

REPLACEMENT PRODUCTS:

  1. If an item cannot be repaired within 60 days, then an equivalent replacement item with similar functionality will be supplied.
  2. Replacement items may not necessarily be new, but will be fully functional and will not be older than the item they replace.
  3. Replacement products will not be more expensive than the product they replace.
  4. Suitability of replacement products shall be discussed with the customer, but the final decision on their suitability shall be made by Prodigious Gears.
  5. Any repair or replacement of a defective product will not renew or prolong this warranty beyond the original expiry date of the warranty.

 

CANCELLATION OF POLICY:

The policy can be cancelled at any time and a pro-rata discount will be given based on the amount of time the policy has remaining. The policy may not be cancelled however if a claim has already been made.

 

WARRANTY EXCLUSIONS:

This warranty is designed to cover manufacturer defect. If the item fails for any reason not due to manufacturer defect, including any of the following reasons then this warranty is not valid:

  • Abuse or mishandling
  • The product is used for something for which it was not designed (misuse)
  • Wear and tear beyond the design intentions of the product
  • Adverse environmental conditions
  • The product has been altered or modified
  • The fault was caused by the use of accessories or supplementary parts that are not specifically certified to work by the product manufacturer
  • An inappropriate power supply or battery has been used
  • Inadequate care and maintenance

 

OTHER INFORMATION