Customer Service and Policies

Customer Service

Shipping & Delivery

Delivery a. Products supplied by Shropshire 3D print Ltd are delivered at the risk of Shropshire 3D Print Ltd, unless the Customer stipulates a special method of delivery, in which event Products are delivered at the risk of the Customer and an extra charge may be made for delivery. b. Any stated delivery date constitutes only a warranty by Shropshire 3D Print Ltd to use reasonable endeavours to effect delivery by or about that date. No liability will be accepted by Shropshire 3D Print Ltd for failure to meet delivery dates, however caused. c. In any event, any liability for loss or damage in the course of delivery shall in all circumstances whatsoever be limited (at the option of Shropshire 3D Print Ltd) to the repair or replacement of the Products concerned or to the crediting of the Customer with the invoice value of such Products. d. In the event of damage, the Customer must advise Shropshire 3D Print Ltd of any such damage, within 48 hours of delivery. No claim for damage will be allowed if advice is beyond this time limit. 

Privacy & Security

1. WHO WILL HOLD YOUR INFORMATION?
1.1 Your information will be held by Shropshire 3D Print Ltd (“we”) is a company registered in England (Company No. 9146651) and our registered office is at Belmont House, Shrewsbury Business Park, Shrewsbury, Shropshire, SY2 6LG 2 If our business is sold or integrated with another business your details may be disclosed to our advisors and any prospective purchasers and their advisors and will be passed on to the new owners of the business.
2. THE INFORMATION ABOUT YOU WHICH WE COLLECT
2.1 The information about you which we will collect may include:
2.1.1 Personal contact details such as name, address, contact telephone numbers and email address and any other information provided at the time of registering on our Website via the Registration Pages;
2.1.2 Information to assist in the operation of our services including where available your IP address, operating system and browser type. This is statistical data about our users' browsing actions and patterns, and does not identify any individual;
2.1.3 If you contact us, we may keep a record of that correspondence;
2.1.4 Details of transactions you carry out through our Website and fulfilment of your orders;
2.1.5 [Billing information, credit card and debit card numbers and expiration dates (“Payment Information”.)
2.1.6 If you complete a credit application form then we will make searches with a credit reference agency in order to determine whether or not to grant you a credit facility. We will make searches both in respect of your Company and its directors. We therefore collect the information that you submit on the credit application form and we will keep a copy of the search results from the credit reference agency.
3. THE INFORMATION WE HOLD ABOUT YOU
3.1 We may receive information about you directly from you when you submit information to us through our Website (for example by filling in forms on the Website or indicating that you would like to join our mailing list). We may also ask you for information when you report a problem with our Website.
3.2 We may collect information about your computer and browsing actions by the use of Cookies (see clause 6 below).
3.3 [We may hold Payment Information however any credit card or debit card information that you provide through the Website is directly submitted to a payment server of a credit card processing bank. We do not maintain electronic or physical copies of your credit card information.]
3.4 If you contact us by telephone or in writing, we may keep a record of that correspondence or phone call.
3.5 In addition, we may receive your personal information from our direct marketing activities.
3.6 If you complete a credit application form then we will keep a copy of that form together with copies of search results from a credit reference agency which may include information about individual directors or partners if you are a company or partnership (“Credit Application Information”).
3.7 We may monitor or record communications with us in which you take part:
3.7.1 to assist us with the development of our services;
3.7.2 to train our staff;
3.7.3 if so requested by order of the Court, regulatory body or law enforcement organisation.
4. PURPOSES FOR WHICH WE HOLD AND USE YOUR INFORMATION
4.1 We may use your information for a number of purposes which are outlined below:
4.1.1 The provision of services to you:
4.1.1.1 To administer and maintain our records;
4.1.1.2 To ensure that our service continues to be the most appropriate service for your needs and that content from our website is presented in the most effective manner for you and your computer;
4.1.1.3 To verify your identity and to respond to any query that you may raise with us; and
4.1.1.4 To fulfil any contractual obligations we have with you.
4.1.2 We reserve the right to send all customers of our services email communications from time to time regarding updates and changes to our services and any technical, administrative and legal notices important to our website which we consider essential.
4.1.3 Marketing:
4.1.3.1 We may use your data to provide you with information about our services or products which may be of interest to you and we may contact you about these by [post or telephone]. We will contact you by electronic means (email, SMS) only if you have consented to this. If you do not want us to use your data in this way, please adjust the settings in your Preference Centre in the “My Account” area of the website.
4.1.3.2 We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our website users or our customers. We may also use such aggregate information to help advertisers reach the kind of audience they want to target. We may make use of the personal data we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience.
4.1.3.3 We may pass your personal information to carefully selected third parties for any Marketing Activities to which you consented in your Member registration and Administration registration pages. If you do not want us to use your details in this way please let us know by emailing sales@shropshire3Dprint.co.uk .
4.1.4 Other purposes:
4.1.4.1 Your information may be used by us for the purpose of research and statistical analysis and internal customer service monitoring; and
4.1.4.2 We may disclose information to its subsidiary companies or to a Court, regulatory body or law enforcement agency;
4.1.4.3 Your Credit Application Information will be used to help us determine whether or not to grant you a credit facility with us. In addition we may use your Payment Information to determine your credit worthiness and in the process of such determination we may make such Payment Information available to banks and credit agencies.
4.1.4.4 [We will share your Payment Information with banks in order to enable transactions to be completed.]
4.1.5 The period of use of the personal data supplied by you will not be longer than we deem necessary but may, be unlimited.
5. KEEPING INFORMATION UP TO DATE AND SECURE
5.1 If any of the information that you have provided to us changes, for example if you change your email address or other contact details or if you wish to cancel your registration with us, please let us know the correct details by sending an email to us using this link or writing to us at the address below.
5.2 We are committed to protecting the security of your personal information [and Payment Information]. We have in place a level of security appropriate to the nature of the data and the harm that might result from a breach of security. However, all publicly accessible websites are susceptible to malicious practices, and we accept no liability if security is breached.
6. COOKIES
6.1 This website uses “cookies”. Cookies are small pieces of information which are sent by a website to your web browser and remain on your computer until they are deleted. They help us to improve our site and to deliver a better and more personalised service. They enable us:
6.1.1 To estimate our audience size and usage pattern.
6.1.2 To store information about your preferences, and to allow us to customise our site according to your individual interests.
6.1.3 To speed up your searches.
6.1.4 To recognise you when you return to our site.
6.2 You may refuse the use of cookies by selecting the appropriate settings on your browser. However please note that if you do this you may not be able to use the full functionality of this website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.
6.3 This website also uses transparent .GIF files, to help manage online advertising. These files enable us to recognize a unique cookie on your Web browser, which in turn enables us to learn which advertisements bring users to our website. The cookie is placed by us, or by another advertiser who works with us. The information that we collect and share is anonymous and not personally identifiable. It does not contain your name, email address or other contact details. For more information about this including information about how to opt out of these technologies please contact us.
6.4 Please note that our advertisers and sellers may also use cookies, over which we have no control. Advertisers, sellers and other third party websites which are linked to this site may process your personal data in accordance with their own policies and procedures.
7. YOUR RIGHTS
7.1 You may have certain rights under the Data Protection Act in relation to the information that we hold about you. These rights include the rights set out below:
7.1.1 You are entitled to have access to your personal data. You may request by writing to us (at the address given below), details of your information which we hold and the purposes for which it is held. We will provide this information within 40 days of your request, subject to any routine processing continuing between that time and the time of response. You may be charged a reasonable fee (as permitted by the Data Protection Act 1998) for this information.
7.1.2 You are entitled to request that we stop using information about you for the purpose of direct marketing (i.e. the communication to you (by whatever means) of any advertising or marketing material);
7.1.3 You are entitled to require us to ensure that no decision taken by or on behalf of us and which significantly affects you is based solely on the automated processing of your information, for the purpose of evaluating such matters as, for example, your creditworthiness, reliability or conduct; and
7.1.4 You are entitled to require a correction of errors in the personal information held about you. If we disagree that information is inaccurate you are entitled to apply to ask the court for an order that such erroneous information be rectified, blocked, destroyed, or erased.
8. YOUR CONSENT AND CHANGES TO THIS PRIVACY POLICY By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page and may place notices on other pages of the website, so that you may be aware of the 9. CONTACT DETAILS If you would like to contact us with any queries or comments regarding our privacy policy, please send an email using this link or write to: The Data Protection Officer, Shropshire 3D Print Ltd, The oat house, Home Farm Barns, Leighton, Shropshire, SY5 6RR

 

Returns & Replacements

Warranty All products are supplied with the benefit of the manufacturers warranty agreement and warranty process. Returns procedure All returns to Shropshire 3D Print Ltd can only be processed using Shropshire 3D Print Ltd’s Online returns facility.

 It is not possible to initiate returns over the telephone or by email. Product may only be returned to Shropshire 3D Print Ltd after first obtaining Shropshire 3D Print Ltd’s agreement to do so.

 This agreement can only be initiated using Shropshire 3D Print Ltd’s Online returns facility. Whenever Shropshire 3D Print Ltd agrees to accept goods for return, it will do so by issuing a Returns Authorisation (RA) number/authorisation by email.

 Shropshire 3D Print Ltd drivers or its delivery carriers are not authorised to collect Products for return without an appropriate reference number and any items received at Shropshire 3D Print Ltd’s warehouses that do not clearly display an authorised RA number, will be rejected.

 All returns must be completed within 10 working days of the issue of an RA number.

Dead on arrival (DOA) Replacements Any product that has been received by an end-user and deemed to be nonworking or faulty, within 10 days from date of end-user invoice, is deemed to be DOA. Provided the defect is confirmed by Shropshire 3D Print Ltd technical support and the end-user proof of purchase date is supplied, such products will be replaced for a new unit, stocks permitting or for a purchase price credit, where stocks are no longer available.

Any products exceeding this 10 day period and/or that were originally purchased from Shropshire 3D Print Ltd over a period greater than 6 months (hardware) or 12 months (software) will not qualify for replacement or credit and will fall under the standard warranty terms and conditions of the manufacturer.

Damaged goods Any products received visibly damaged must be notified, in writing or via-email, to Shropshire 3D Print Ltd within 48 hours of receipt. All such units will be replaced provided the damage was incurred prior to receipt by either the Customer or the Customer’s carrier.

Receiving errors Receipts of incorrect shipments must be notified, in writing or via e-mail, to Shropshire 3D Print Ltd within 5 working days of Shropshire 3D Print Ltd invoice date. All such disputes will be resolved through arbitration using all the information available at that time e.g. proof of delivery.

Undamaged, non-defective goods Generally, non–defective, undamaged goods will only be accepted back where they have not been supplied to order.

 In exceptional circumstances, Shropshire 3D Print Ltd may allow the return of certain non–defective goods. Although this type of return does not represent a contractual right of the customer, such returns will be on a case-by-case basis and will be subject to a re-stocking fee of £25 or 10% of the value of the product, whichever is greater. The re-stocking fee also applies to software Letters of Destruction (LOD’s)

All non–defective returns will only be accepted for goods that are received at Shropshire 3D Print Ltd’s warehouses in a pristine condition – i.e. undamaged, unmarked, unopened and together with any accessories or cables as originally supplied.

The Customer is entirely responsible for the transportation and packaging of such goods.

Title and Risk

a. Until full payment has been received by Shropshire 3D Print Ltd for the Products supplied by Shropshire 3D Print Ltd to the Customer ownership of the Products shall remain in Shropshire 3D Print Ltd.

Until title to the Products has passed to the Customer, the Customer shall:

  1. store the Products separately from all other goods held by the Customer and in such a way that they can be readily identified as being the property of Shropshire 3D Print Ltd, and at all times in accordance with Shropshire 3D Print Ltd’s recommendations;
  2. not remove, deface or obscure any identifying mark or packaging on or relating to the Goods;
  3. maintain the Goods in satisfactory condition and keep them insured against all risks for their full price from the date of delivery;
  4. subject to (v) and (vi) below, the Customer shall be at liberty in its own name (but not on behalf of or in the name of Shropshire 3D Print Ltd) to sell the Products in the ordinary course of business, on the basis that the proceeds of sale shall be the property of and held on trust for Shropshire 3D Print Ltd;
  5. Shropshire 3D Print Ltd may at any time suspend or revoke the Customer’s power of sale by notice to the Customer if the Customer is in default for longer than 14 days in payment of any sum whatsoever due to Shropshire 3D Print Ltd or if any Bill of Exchange, cheque or other negotiable instrument drawn or accepted or endorsed by the Customer in favour of Shropshire 3D Print Ltd is dishonoured on presentation for payment;
  6. the Customer’s power of sale shall automatically come to an end if a Receiver is appointed over any of the assets or the undertaking of the Customer or a Winding Up Order is made against the Customer or the Customer goes into voluntary liquidation (otherwise than for the purpose of reconstruction or amalgamation) or causes a meeting of, or makes any arrangement or composition with creditors or commits any act of bankruptcy;
  7. upon revocation or determination of the Customer’s power of sale under (v) or (vi), the Customer shall place the Products at the disposal of Shropshire 3D Print Ltd, which shall be entitled to enter upon any premises of the Customer for the purpose of removing such Products from the premises.

 Where payment is made by cheque, Shropshire 3D Print Ltd shall not be deemed to have received payment until the cheque has been cleared. Notwithstanding the foregoing, risk in the Products shall pass to the Customer on delivery except where the Customer requires a special method of shipment in which case risk shall pass to the Customer when the Products leave Shropshire 3D Print Ltd premises. Product information

The Customer shall ensure that any safety information of whatever kind provided by Shropshire 3D Print Ltd in relation to the Products supplied is passed, where the Products are supplied for use at work, to the Customer’s employees or, where the Products are supplied for resale to the subsequent purchaser the Customer shall not alter, mask or remove any such safety information from the Products. The Waste Electrical and Electronic Equipment Directive 2007 Directive 2002/96/EC places a legal and financial responsibility on either the producer or the end user of electrical and electronic equipment to cover the costs relating to the appropriate treatment of the aforementioned equipment when it becomes waste. By agreeing to these terms and conditions, the Customer accepts responsibility for the treatment and recovery obligations sold to it, in accordance with Directive 2002/96/EC and absolves Shropshire 3D Print Ltd of any associated responsibilities.

Ordering

Customers can place orders:

  1. Verbally - When taking orders verbally, the product identification code and decription will be confirmed verbally, and paymane t terms agreed. whilst every endeavour to ensure the correct product is ordered, it is the responsibility of the customer to ensure these details are correct.
  2. Online and pay by credit card - Customers can choose and check-out online
  3. Online and pay by invoice -  Customers who have an account and agreed terms can order online and pay by invoice
  4. Order by email - Customers should clearly state the product code and description required, whilst every endeavour to ensure the correct product is ordered, it is the responsibility of the customer to ensure these details are correct.

Payment, Pricing & Promotions

Pricing and Payment

a. The prices to be paid by the Customer to Shropshire 3D Print Ltd for the Products are to be Shropshire 3D Print Ltd’s list prices as notified to the Customer by Shropshire 3D Print Ltd from time to time. Shropshire 3D Print Ltd price lists do not constitute an offer.
b. Shropshire 3D Print Ltd shall give the Customer reasonable notice of any rises in the prices for the Products.
c. The Customer shall pay the full amount invoiced to it by Shropshire 3D Print Ltd by the Due Date.
d. Neither party may withhold payment of any amount due to the other because of any set-off, counter-claim, abatement, or other similar deduction.
e. All prices are exclusive of any applicable value-added tax, which the Customer shall be additionally liable to pay to Shropshire 3D Print Ltd.
f. Accounts for Products are payable at the following postal address: Shropshire 3D Print Ltd ; The Oat house, Home Farm Barns, Leighton, Shropshire SY5 6RR
g. Until a credit account is established, all business with the Customer is on a cash basis unless otherwise agreed.
h. Non-payment by the Due Date entitles Shropshire 3D Print Ltd to cancel the Contract or to suspend deliveries without further notice.
i. While both parties will try to ensure that all prices inserted into purchase orders are accurate, it is understood that errors may occur. If after the placing of the purchase order either of the parties discover that there is an error in the price of the Products ordered, Shropshire 3D Print Ltd may change the purchase order to reflect the correct price and such difference in price shall become payable. 

 

Viewing Orders

Customer orders palced online can be viewed for up-to-date progress.

 

Updating Account Information

It is the customers responsibility to maintain customer information and ensure delivery and invoicing adresses are clear and distinct, including post codes and contact details. Shrosphire 3D print accept no liability for mis-shipment  for orders placed online where the customer has failed to update delivery and invoicing information