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Terms and Conditions Of Sale HEADING_TITLE

Standard Terms and Conditions Of Sale
T
he terms and conditions below do not affect your statutory rights.

As many of the products we offer are of a specialist nature, please ensure that you read the appropriate section of our terms and conditions prior to placing your order. Some items we list are by their nature special orders and are obtained or even imported to the UK specifically to your order. If you are ordering these items which are essentially any item that is not listed where we have had to quote you a price, or any item where the phrase Special Order appears in the product title or description, please read the Important Variation To Return Policy for Special Ordered Items before you place your order.

These terms have been carefully written in plain English for clarity. If you have any query, please contact us prior to placing your order as placing an order with us automatically implies that you agree with the terms below.

POSTAGE RATES?  Postage & Delivery rates can be found on our POSTAGE page.

Age & Age Restricted Items
We are unable to accept orders from those under 14 years of age.

In addition, the following products that we sell are age restricted.  We are not permitted, by law, to supply to anyone under 18 years of age: 

All aerosol sprays (such as spray paint for example)
All solvent based modelling paints and adhesives (super glues, tyre glues, modelling glues and modelling paints)
All knives, blades and other sharp edged items (such as wire cutters)
All compressed air canisters (e.g. airbrush cans)

We are also unable to supply any product which contains these items even if the item itself doesn't specifically name these age restricted items - for example radio control car deals with paint included.

By purchasing any of the above products you are implicitly affirming that you are 18 years of age or older.

Refusal to serve
We reserve the right to refuse to supply any order placed without giving a justification. Placing an order via our web site does not constitute a contract until goods are dispatched from our premises.  We reserve the right to cancel any sale after charging and prior to the goods leaving our premises, in which case a full refund of any amounts already charged will be made.

Mistakes and Corrections
Due to the size of our site, it is possible at times that products may be incorrectly listed that are no longer available, have had a specification change, or are no longer available at the listed price.  It is also possible for an incorrect price to be entered during the ordering process.  We reserve the right to refuse to serve in these instances.

Payment Delay
Although our standard card handling systems charge you at time of order, there is an option during checkout to use a delayed charge system, with which we charge you at time of dispatch - this is noted as Pre-Order on the checkout page. This option is primarily there for use when pre-ordering models which are some months off release.

Cheques, Paypal and Postal Orders
Paypal is accepted at checkout.  For Cheques or Postal Orders, please order online in the usual way, selecting the PHONE ME FOR PAYMENT DETAILS option but indicate in the COMMENTS that you wish to pay by one of these two methods. Please wait for our confirmation that the items are available and our instructions as to how cheques should be completed before sending payment.

Cheques: As we are set up primarily for card sales, cheques are slow to clear in our bank. We will contact you with instructions on how to make out your cheque and where to mail it to when we are ready to process the order.

Postal Orders: We prefer postal orders uncrossed and payable to the proprietor, GORIN, for speed of dispatch.

Paypal: Paypal is accepted from worldwide accounts. We reserve the right to refuse and refund payments made by Paypal.

You may request a refund for any Paypal, cheque or postal order payment where the goods have yet to be dispatched at any time - for example, back-orders and pre-orders.  In the event that you request a refund and do not provide an alternative means of payment, the balance of the order will at this point be cancelled.

Please note that diecast advance orders by Cheque, Postal Order or Paypal must be pre-paid at time of ordering. We do not “email for the money” when items are released. For this reason, we suggest that pre-ordering with a credit or debit card using our Pre-Order checkout option is a better idea.

Order Online, Collect In Store
Where you order online for collection in store, payment must be made at time of collection. We cannot accept a payment card on our web site for in store collections due to banking regulations – therefore if you pay online, it will be refunded. You will need to enter your PIN when purchasing with a card in store, as we cannot override our terminal.

Deposits
For a small number of specialist items, we may request a deposit before proceeding with your order. We will always contact you first in this case and await your agreement. Deposits charged are non-refundable in the event you choose not to go ahead with the purchase. We only make these charges where we consider the item to be of such obscure interest that we would be unlikely to find another purchaser for it.

Pre-Payment
From time to time we may offer a special discount for pre-payment of an advance order. Where this is offered, the order cannot be amended after payment is taken – however, a full refund will be given should the manufacturer be unable to supply the item (through shortage or cancellation of product line).

Financial Liability
In all cases, our maximum possible refund payable will be the total paid to us by you.  No payment or refund will be made for, but not limited to, disappointment, time lost or any consequential loss of any form whatsoever.

Returns Policy – Faulty Goods
Due to the nature of the products we sell, we request that all faulty goods be returned within 28 days of purchase.  After 28 days, items which have developed a fault will be repaired under warranty (where applicable).

In all cases, our maximum possible refund payable will be the total paid to us by yourself.. Genuinely faulty goods will be refunded, substituted or replaced as required.

You will need to complete a Returns Form to enclose with the product - we will issue a Returns Authorisation Code, which should be written onto the returns form. The form can be downloaded from http://www.goldstarstockists.net/downloads/returns-pack.pdf 

Please see information on the Returns Form for advice on how to deal with the post office.

Important: We have two returns services available for faulty goods - a freepost return service and for larger items we can arrange a courier.  These are discounted services and will not require payment by you.  You must contact us for such returns so that we can supply you with a freepost label OR arrange the courier (dependant on the item's size).  We will not refund the "public tarrif" prices charged over the counter at the post office on returns - if you choose to pay for the return rather than using our pre-paid labels, we will not be able to refund any expenses you incur.  Details of how to use these services can be found on our returns pack.

We take the view that goods that have been damaged by misuse are not faulty. Therefore, we will examine all goods returned as faulty to determine whether the problem has been due to incorrect manufacture or simply user error – Refunds will not be given for products which have been damaged by misuse, although we will where possible advise the cheapest option for repair.

In the case of faults with electrical toys, please double check all instructions and, where possible, seek advice from the manufacturers help line number if one is given on the box.

Scalextric, Hornby and similar slot racing or railway sets: Usually only a small part is faulty on these, we will happily exchange that part if it is returned to us.

Missing parts: Where parts are missing from an item, please let us know by email as soon as possible. We can usually supply replacement parts without delay. We do not refund purchases made at other retailers in the event that parts are missing from our goods, unless this has been agreed with us prior to the parts being purchased at another retailer.

In all cases, our maximum possible refund payable will be the total paid to us by you.  No payment or refund will be made for, but not limited to, disappointment, time lost or any consequential loss of any form whatsoever.

Returns Policy – Change of mind
You have 14 working days from the day you receive any part of your order to notify us that you wish to return the received item for refund. Each dispatch to you is treated as a separate contract and therefore a separate order for the purposes of returns.  With change of mind returns, you are responsible for return shipping costs.

The Consumer Rights Directive (2014) gives you the right to a 'cooling off' period, i.e. a right to cancel your order within 14 working days following the day of receipt of the goods and return them for a refund. This applies to all our goods except special orders. It is your responsibility to give notice of your wish to cancel within this cancellation period by email, fax, letter or telephone. A form for this purpose can be downloaded from http://www.goldstarstockists.net/downloads/change-of-mind.pdf - however you can also choose to notify us by email, telephone or letter. The goods must be returned in the condition they were dispatched, although you are allowed to have opened and examined the goods, as you would in a shop.  You are not permitted to have used the item in a way that would not be possible in a retail environment.  We would recommend for your own protection that you use a recorded delivery service, as the items remain your responsibility until they are received back at our store. 

You will need to complete a Returns Form to enclose with the product - we will issue a Returns Authorisation Code, which should be written onto the returns form. The form can be downloaded from http://www.goldstarstockists.net/downloads/returns-pack.pdf 

In order to issue a Returns Authorisation Code, we will need to know which item you are returning and the reason you wish to return it. You will need to ensure that we receive the item within 30 days of our issuing a returns authorisation code (you will need to arrange for the item to be returned to us, by post or courier at your expense) and when we receive the item we will process a refund. 

Please note: On Change Of Mind returns, Carriage Charges selected that upgrade from our regular "No Rush" service are non refundable. Our rates can be seen at the top of the page - for the value of your order, we will deduct the difference between the No Rush option and the option chosen from any refund, this is because the service is considered an additional purchase which has been correctly supplied and enjoyed.

If the item is bulky and was delivered to you we may be able to arrange for it to be collected. The charge for such a collection is £10.85+VAT (£13.02 inc 20% VAT) - this being the public tarrif rate from Parcelforce's SendItNow.com 48 Hour collection/delivery service, and this would be deducted from your refund. If you require a collection please let us know, however you may have a service called Collect Plus in your area, and this is often half the price of Parcelforce for many parcels - if you look at www.collectplus.co.uk you can check for your item and area..

Duty of care: You must take good care of any product that you intend to return to us. By using a product or building or part-building a kit it is reasonable to suggest that you have accepted the product as your own. Under these circumstances, a return will not be accepted. Please note that items returned to us will be very carefully examined for signs of use or damage prior to any refund being processed. If the item has been used, and is obviously not in as-new condition, a deduction from the refund amount will be made of 50%.

Exchanges: If you wish to exchange the item for an alternative item we will happily arrange this. Details of how to do this are on the returns form.

We reserve the right to refuse further to accept further orders from you should you repeatedly return items.

In all cases, our maximum possible refund payable will be the total paid to us by you.  No payment or refund will be made for, but not limited to, disappointment, time lost or any consequential loss of any form whatsoever.   No return postage will be refunded on change of mind returns, however we are able to offera reduced price return service - please see our returns pack.

Returns Policy – In Store Purchases
In store purchases are subject to our standard return and refund policy as displayed at our checkout points.

Important Variation To Return Policy for Special Ordered Items
This variation applies when ordering any item listed as Special Order, and any item that is not listed where we have had to quote you a price – such as unlisted Tamiya spare parts which are imported from Japan solely to your specific order. These items are not part of our usual stock and are obtained or imported to order purely as a service to satisfy the consumer where these items are not readily available in the UK.

Once an order has been placed for these items, it cannot usually be cancelled. Please ensure you are aware of exactly what you are ordering and that you have taken into account any timescale we have advised (which may be subject to extension) before confirming your order online.

Cancellation of orders not already dispatched
Please advise us as soon as possible that you wish to cancel off items from your order. We will amend your order immediately provided that the items have yet to be processed or dispatched.

We are not able to cancel orders for items once the items have left our mail room.

We are not usually able to cancel Special Orders for unlisted spare parts.

Please note that we reserve the right to restrict or refuse to offer our services to anyone who repeatedly orders and then later cancels items without good justification.

Courier Deliveries
Larger, more expensive or heavier items may be delivered by courier.

All couriered items must be signed for as part of the transit insurance conditions of the courier firm, therefore we are unable to instruct the courier company to leave the parcel without a signature being obtained.

Where a parcel is refused OR the courier company’s online tracking indicates that they have left a card and subsequently returned the parcel to us as the addressee has failed to either (1) arrange redelivery or (2) collect the parcel from the courier company’s depot, the order will be cancelled and refunded when the parcel is delivered back to our premises. In these circumstances, a deduction will be made from the refund for the courier company’s charge for both the outgoing parcel and it’s return to our premises. This will be a minimum of £9.95+VAT.

Goods Lost In Transit
We use the post office for many deliveries. As many of our packages are too large to be posted through residential letter boxes, many will be held at your local sorting office for you to collect. We therefore ask that if you feel an excessive time has passed, once you have confirmed that we have dispatched a package to you (note that we charge you on day of dispatch, not on day of order, so if a charge has been made then goods have been dispatched) you check with near neighbours (post officers often deliver "next door" if they call when you are out) and your local sorting office to check if an item has been held for you. Sorting offices usually require that ID is shown before they will check their shelves.

15 Working Days Rule: Due to the way the post works, the Post Office will not accept that a package has gone missing until 15 working days minimum after posting. This in layman’s terms is 3 weeks. During this period our hands are tied and we must simply wait, as "lost" packages are often redelivered or returned to sender during this time.

Post Office Carding: Many post men do not leave cards if you are out, they should but often do not. The Post Office Sorting Offices will rarely confirm that they have a package waiting for you by telephone and will only normally confirm in person if you present ID with the same address - this we imagine is to protect the mail and prevent fraud.

Let Us Know: In the event that you have checked with neighbours and the sorting office, and no trace can be found of the package, please contact us and we will look into it. If after 15 working days, the package has not arrived and it appears that the package has been lost in transit we will forward to you a document for you to sign to confirm that you have not received the package, and once we receive this back from you a duplicate order will be dispatched. If a refund, rather than a replacement, is required, we must wait until the post office have completed their investigation, after which we will credit the value of any lost goods to your card.

In all cases, our maximum possible refund payable will be the total paid to us by you.  No payment or refund will be made for, but not limited to, disappointment, time lost or any consequential loss of any form whatsoever.

Cut Back Policy In Event Of Short Supply
Where products are ordered in advance of release, we ensure on a weekly basis that our orders with our suppliers are increased accordingly to cover all customer requirements. However, on occasions a supplier may be unable to fulfil our order in full due to shortage of supply by the manufacturer or over subscription to the trade or for other reasons beyond our control.

In the event of this happening, which would result in more outstanding orders for a product than stock available, we will always apply the following policy:

Any order for more than one piece of the item will be reduced to an order for one piece only.

In the event this doesn't allow enough product to supply one to each who has ordered: All orders will be sorted into date/time order (subscription and pre-payment customers counting as the earliest possible date) and items will be allocated in single pieces to each order in date/time order to ensure that the model is supplied on a first-come-first-served basis.

This policy applies to all diecast, railway, slot racing and RC products advanced ordered via our site, in store, by fax, by letter or by telephone.

In the event of pre-payment or deposits having been made, our maximum possible refund payable will be the total paid to us by you.  No payment or refund will be made for, but not limited to, disappointment, time lost or any consequential loss of any form whatsoever.

Complaints
In the event of a complaint, please contact Neil Gorin via any of the methods outlined on our Contact Us page. We will endeavour to respond to all complaints within 3 working days, however usually response will be within 24 hours at any time. You will be kept updated as to the progress and outcome of your complaint.

Your details, security & privacy
In the event of any query relating to privacy or security matters, please contact Neil Gorin via any of the methods outlined on our Contact Us page.

Personal and order details are collected online and by telephone at point of order, or enquiry, lawfully and in accordance with the Data Protection Act 1998, under which we are fully registered.

Once received your details will not be disclosed to any third party, except where required to process your payment and arrange delivery of the goods. Your email address will be added to our Newsletter receivers list only if you select that option when ordering (or enter your mail address into the box on our menu page). Each newsletter published includes clear instructions on how to cancel future issues.

Your name, delivery address phone number & address will be passed only to the following organisations: Credit Card merchant services - for security checking and sale authorisation. Delivery Organisation (e.g. Royal Mail, Parcel Force, Courier etc) for delivery. We do not maintain or keep a postal mailing list - if you wish to be kept updated on new products, we recommend you join our email newsletter using the link at the bottom of our menu page. Our email newsletter mailing list software stores only your name & email address and no other details whatsoever.

In the event of online payment by credit or charge card, no payment details are kept on any form of computer system once orders are received and actioned, other than where our payment processing company stores data on their servers - as do all online payment processors.   Online ordering processes are protected by both SSL secure layers, industry standard 128 bit encryption with both public and private keys and multiple levels of password protection.

Cookies are used in the implementation of this site only to pass non-sensitive information during the ordering process, and do not store card details or payment information.

Your Rights: The above does not affect any statutory rights that you may have under the various retail acts including the Sale and Supply Of Goods Act and the Distance Selling Regulations.


HISTORY
Terms and Conditions rewritten in plain English 10th Sept 2006.
Added details with respect to Paypal payments 13th May 2007.
Added section "Age Restricted Items" 9th November 2007.
Changed addressing for cheque payments 20th March 2009.
Details revised with relation to card processing and contacts 3rd May 2009.
Revised wording regarding pre-order processing and return policy 19th Feb 2011.
Revised cooling off period and wording 12th June 2014
 

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The contents of this page are Copyright © 1997 to 2014 Time Tunnel Models.
Visit our shop at: Unit 3, Fenton Barns Retail Village, North Berwick, EH39 5BW, UK.
For Phone or eMail, please see our Contact Us page. All prices are in £Sterling (UK Pounds).

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