Terms and Conditions

Last updated 22 January 2017

Please read this document carefully as the terms may have changed since your last visit to this website.

By using this website and/or registering with Helpful Stuff, you are accepting and consenting to these Terms and Conditions.

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Our aim is to achieve your total satisfaction with the service that we give to you. To that end we have detailed below our formal Terms and Conditions in order to give you the fullest understanding of the administrative processes that we will apply to your order and how we will administer your relationship with us.

Please read these terms carefully, and print and keep a copy of them for your reference.

These Terms and Conditions apply from the date stated above for all use of the website after this date. Helpful Stuff may occasionally amend these Terms and Conditions to reflect regulatory requirements and changes in our business practices, so please do not assume that the same terms will apply to future orders. All amended terms shall automatically be effective seven days after they are initially published on the website. You should therefore return here regularly to view our most up-to-date Terms and Conditions.

Who We Are

Helpful Stuff is a trading name of Excel Business Solutions Limited:

Excel Business Solutions Limited
Excel House
29 London Road
WESTERHAM
Kent
TN16 1BB
United Kingdom

Company Reg. No. 2697483
VAT Reg. No. 582999271

We are a well-established business, having been trading continuously since 1992.

If you need to contact us please visit our Contact page or call Customer Services on +44 (0)845 652 6576.

Making A Contract With Us

When you place an order with us, you are making an offer to buy goods. We will send you an email to confirm that we have received your order.

Once we have checked the price and availability of the goods, we will email you again to confirm that we accept your order, and that a contract has been made between us. We will not take payment from you until we have accepted your order.

In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. In this case you will not receive an email confirming acceptance of your order, and there will be no contract between us.

How To Place An Order

Our start-of-the-art online shopping system is designed to make your shopping experience to be as enjoyable and as simple as possible.

Throughout the process should you will to make any amendments to your selected purchases click on Shopping Cart. Here you can delete items, alter the quantity ordered, make/change order options (such as Express Delivery) and add any specific message that you may wish to send us about your order.

Delivery

United Kingdom Free delivery	Delivery 3-5 working days from order (Royal Mail second class mail)
Rest of the European Union Free delivery	Delivery 3-8 working days from order (Royal Mail / local postal service)

*The delivery periods given above relate to products that are in stock. Generally only in-stock products are offered for sale via our website; any item not in stock will be clearly denoted as such and will be subject to an additional delivery period.

**All deliveries will be made according to the carriers standard procedures. For standard delivery, a signature should not be required. However, packages which will not fit through your letter box may be taken back to the postal depot for collection. Please note that where a signature is required, orders cannot be sent to PO Box addresses.

Should you require clarification on what happens if no-one is available to receive the goods, and/or a signature is required, please contact the carrier direct.

Due to the current political climate, additional security checks are taking place in many countries. This may result in a small delay to the delivery of orders to certain locations.

If the goods are lost or damaged in transit, please let us know promptly.

Cancellations And Returns

We offer a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

Returns Period

Our normal policy is that you must advise us within 14 days of receipt that you wish to cancel your order and then ensure that we receive the returned goods within a further 14 days.

Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us.

Returns Logistics

If you wish to return goods please email us on information@helpfulstuff.co.uk we will then email you a RMA (i.e. returns identification) number which must be clearly displayed on the outside of the return parcel. Please note that returns can only be processed if accompanied by an official RMA number.

You do not have to give any reason for cancellation. However, we would really appreciate a brief explanation as it will help us to improve the service we offer to customers in the future.

If you cancel, you must return the goods to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage and that the RMA (returns identification) number provided by us is clearly displayed on the exterior of the packaging.

UK customers:

Send your return via the Royal Mail, and please obtain a Certificate of Posting (available free from your post office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement. Please allow up to ten working days for returned goods to reach us.

International customers:

Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Return postage from is payable by the sender. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.

In all cases, your proof of postage should show the Helpful Stuff address to which you have returned the goods, together with the post offices printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

This cancellation policy does not affect your legal rights, for example if goods are faulty or were wrongly-described.

Exceptions to the Returns and Cancellations Policy

This policy does not apply to the following goods, which are exempt from the right to cancel:

* Perishable goods
* Goods that have been specifically customised to order

Certain products are also excluded from our general returns policy for hygiene reasons – this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.

Please also note that returns on hosiery cannot be accepted if the pack has been opened.

Gift cards are non-returnable and cannot be exchanged for cash.

Replacements

Please note that we are unable to process replacements of a higher value than the goods originally ordered. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed you will then be able to use the balance to place a new order.

Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery.

Refunds

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

Faulty Goods

If there is a problem with the goods, please contact us immediately. We will deal with the matter with urgency and, of course, always in full accordance with your legal rights.

Legislative Compliance

All your dealings with Helpful Stuff are exclusively governed by English law.

At Helpful Stuff we seek to maintain the highest standards of honesty and integrity. We therefore fully comply with and often exceed the requirements of all applicable legislation including, but not limited to, the:

• Data Protection Act 1998
• Electronic Commerce (EC Directive) Regulations 2002
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The full text of these documents can be found at the website of the Office of Public Sector Information (www.opsi.gov.uk).

We also endeavour to fully implement the UK Government Office of Fair Trading’s best practice for companies trading on the Internet (full details can be found at www.oft.gov.uk).

Statutory Rights

The provisions of these Terms and Conditions are in addition to your statutory rights which remain unaffected.