Terms & ConditionsParent Company of SoreStore:
Snorestore Ltd
Company registration number: 04283828
VAT registration number: 898 6084 54
Snorestore Ltd, the parent company of SoreStore, is a retailer of physiotherapy support aids, earplugs, eyeshades and associated goods and is bound by UK and EU laws and regulations covering mail order goods and services. These include, but are not limited to, the Sale of Goods Act, the EU Distance Selling Regulations and the EU Directive on Privacy and Electronic Communications. We will not sell or knowingly pass your details on to anyone else. We are registered under the Data Protection Act 1998.
You have 14 working days in which to change your mind about your order. This starts from the next working day after you receive your order. Return postage is at your expense. We do not collect items which you want to return. Your original purchase price and original postage charges (not those you incur for returning the item) will be refunded within 30 days of your cancelling your order. It would be sensible to send your returned item using one of Royal Mail's Signed for services, such as Recorded or Special Delivery.
Refunds will be given if your item is with its original box and has not been used for training, recovery or rehabilitation or any other associated activity. One of the many advantages of the Neo G range is that the support aids are one size, which you customise to fit. So telling us "it doesn't fit" isn't acceptable as a return reason. Any refund made in advance of the item being returned will be rescinded if you do not then return the goods to us.
Faulty items We will refund your money and postage costs if the goods were faulty. We won't refund your money if you've used them and have then decided you don't want them.
Delays Despite our best efforts, even First Class mail may take several days to get to you. This is not our fault. Please do not 'phone us the day after you placed your order to complain that it has not arrived. Similarly, if you do not report your item missing within one calendar month of your order date, claims for refunds will not be allowed.
We obtain certificates of posting for all orders mostly because we know Royal Mail sometimes has difficulties in meeting its own targets but also, sadly, because some people are dishonest.
Naturally we will happily send you a replacement order if yours goes missing but we ask you to wait at least 10 working days from the order date before writing the original order off as a lost item. Of course, if your order is particularly urgent, you can choose Next Working Day delivery.
Claims for Non-Delivery From time to time, Royal Mail loses things. This could include your order. We'll have sent it, but Royal Mail will have despatched it not to you, but to a big black hole. If your order hasn't arrived within a week, give us a ring and we will be able to tell you exactly when and where the item was posted. What we do next is this:
We ask you to be patient and wait a few more days. If the item is still missing, we will send you an email form which you must complete and return, which amounts to a statement confirming that the item is missing and that you have made checks that it has not been delivered elsewhere (e.g. the local Royal Mail Delivery Office) and is awaiting collection. You can at this stage request a replacement or a refund, but bear in mind that if the original item subsequently arrives, you must inform us or you will have made a big legal mistake.
Our obligations We are required to deliver your order within 30 days. In practice, however, almost all of our orders are despatched within 24 hours of receipt except at holiday periods. If your product is out of stock, we will tell you immediately and offer you an alternative, or a refund for goods paid for in advance.
There will be times during the year when your order may take longer to arrive than usual or certain special services such as Recorded Delivery are suspended. If this is a possibility, we will amend our Shipping Information page accordingly. Please ensure you have checked the Shipping page for the latest situation before you place your order. One of the terms and conditions you agree to is that you have read the current Shipping arrangements. Please email us if you have any questions.
Sometimes, our credit card processing company warns us that although a credit card payment has been accepted, the transaction is suspicious. In these situations, we always make additional checks with the customer concerned. If the customer fails to respond to our requests for more information, we may be forced to conclude that the transaction is fraudulent. If so, we will cancel the order and refund the amount paid to the credit card concerned. These simple steps help ensure that the majority of customers are protected from the fraudulent activities of the few.
It really helps if you fill in the delivery details correctly. Putting your 'phone number and email address on your form helps us if we need to contact you quickly. Missing address details, lack of capital letters and incorrectly formatted postcodes will all result in your order taking longer to get through our systems. We provde an online postcode checker and recommend that you use it to prevent mistakes.
Receiving your order confirmation and payment is not the same as entering into a contract with you. This only happens at the point where we send off your goods. This is standard legal practice and is necessary because we might inadvertently make a pricing error, or find that we are unexpectedly out of stock of a particular item. Or, your payment might later be declined by your issuing bank. Placing an order and paying for it means you have accepted these terms and conditions and those displayed during the checkout procedure.
Please read all the instructions on the product packaging carefully, check the FAQs sections and email us if you require any further help.
Worried about privacy and what we do with your details? Have a look at the Privacy page. |
