E-COMMERCE CANCELLATION & RETURNS POLICY

1. Introduction

1.1    We understand that from time to time you may wish to cancel an order or return a product to us.

1.2    We have created this policy to enable you to cancel an order or return products to us in appropriate circumstances.

1.3    This policy shall apply to all of our webshop customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our webshop.

1.5    This policy does not include or provide any rights to advance replacement products.

2. Cancelling an Order 

2.1    You may cancel your order no later than 24 hours after we have sent an order acknowledgement to you and only if we have not despatched your order within this 24-hour period. Should you exercise this right to cancel, your maximum liability to us in relation to the cancelled order shall be no greater than as set out in our E-Commerce Terms and Conditions of Sale and this E-Commerce Cancellation and Returns Policy.

2.2    You may cancel your order no later than 24 hours after we have sent you notification that your entire order will be placed on back-order. Should you exercise this right to cancel, your maximum liability to us in relation to the cancelled order shall be no greater than as set out in our E-Commerce Terms and Conditions of Sale and this E-Commerce Cancellation and Returns Policy.

2.3    You may cancel item(s) from an order no later than 24 hours after we have sent you notification that the item(s) will be placed on back-order. Should you exercise this right to cancel, your maximum liability to us in relation to the cancelled item(s) shall be no greater than as set out in our E-Commerce Terms and Conditions of Sale and this E-Commerce Cancellation and Returns Policy.

2.4    Clauses 2.1, 2.2 and 2.3 represent your sole rights for cancelling an order, or items within an order, you have placed with us.

3. Returns

3.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

• (a)    we receive the returned product within 7 days following the date of despatch of the product to you;
• (b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
• (c)    you comply with the procedure set out in this policy in relation to the return of the product; and
• (d)    none of the exclusions set out in this policy apply.

4. Returns procedure

4.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number by emailing websales@stage-electrics.co.uk. We will provide you with a returns form and an address label. You will then need to organise the return of the product to us.

4.2 Products returned under this policy must include the properly completed returns form and be sent by a signed for carrier delivery service to Encore House, Unit 3, Britannia Road, Patchway Trading Estate, Patchway, Bristol, UK, BS34 5TA using the address label provided.

4.3 Returned products must be packaged in suitable packaging to protect them for their safe return. The safe return of the product, damage free with all original packaging and accessories remains your responsibility until such time they are received safely, damage free in our premises.

4.4 You will be responsible for paying carrier costs associated with returns under this policy. We would recommend you use an insured carrier service in particular for high value items.

5. Exclusions

5.1 The following types of products may not be returned under this policy:

• (a) any products liable to deteriorate within the period of 3 months following despatch;
• (b) All pyrotechnics – unopened or opened;
• (c) Books, DVDs, CDs and other audio or video or audio-visual recordings;
• (d) Liquid and gas products including but not limited to fog/smoke fluid and associated products, flame retardants and aerosols;
• (e) Any product made to your specification or requirements; including, but not limited to, curtains, bespoke cables, equipment or microphone racks, facility panels, stage management desks or internally wired bars (IWB’s);
• (f) Any product personalised or adapted for you, including, but not limited to, cut lengths of cable, cloth, flooring, led tape, rope, chain, scaffolding bar.

6. Faulty or Damaged Products

6.1 If you receive faulty, damaged or incomplete products you must report this to us by emailing websales@stage-electrics.co.uk within 48 hours of the date and time of delivery stating clearly:

• the sales reference number, 
• the number of items with an issue,
• detail the fault/damage/missing part or other issue and, if you are able,
• attaching photographic evidence of the issues/damage. 

6.2 We will provide you with returns form and an address label. We will also arrange to have the product collected. Please re-package the product and seal it for transport, then attach the returns label & returns paperwork to the product.

6.3 Once the product is returned it will be inspected and if found to be defective, we will at our discretion, subject to Clause 6.4, offer you a repair, replacement item or refund.

6.4 The evaluation of products returned to us as being faulty or damaged is a process which, due to the investigations required, may take some time. Typically, we aim to complete these investigations within 14 days of our receipt of the returned products. In exceptional circumstances this process may take longer than 14 days and where this is the case, we will keep you informed of progress. We reserve the right to complete our evaluation and investigations relating to the returned products prior to authorising a repair, replacement, or refund. You are advised to purchase replacement products if you require the products as a matter of greater urgency.

6.5 If a carrier attempts to make a delivery where the product or packaging appears damaged or incomplete, we recommend you reject the whole delivery. In the event you do this, you must notify us by emailing websales@stage-electrics.co.uk within 48 hours of refusing delivery and clearly stating:

• the sales reference number,
• the number of packages with an issue,
• detail the damage or other issue and, if you are able,
• attaching photographic evidence of the issues/damage. 

7. Refunds

7.1 In certain circumstances, at our sole discretion and subject always to Clause 5 we may agree to give you a refund for the price you paid to us, less a re-stocking fee as listed in Clause 7.2 and any other related costs, in respect of any product, not subject to exclusion, and properly returned by you in accordance with this policy.

7.2 Our re-stocking fees: The greater of a flat fee of £20 or the applicable following percentage of the price you paid for the product:

• 15% for products that we held in stock at the point of your order 
• 20% for products that we purchased to fulfil your order
• 50% for all spare parts 

7.3 We will not refund to you the original delivery charges relating to the returned product.

7.4 We will not refund to you any costs you incur in returning the product to us.

7.5 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

7.6 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

8. Improper returns

8.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

9. Our details

9.1 This website is owned and operated by Stage Electrics Partnership Limited.

9.2 Our principal place of business is at Encore House, Unit 3, Britannia Road, Patchway Trading Estate, Patchway, Bristol, UK, BS34 5TA.

9.3 You can contact us:

• (a) by post, to the postal address given above;
• (b) using our website contact form; or
• (c) by email, using websales@stage-electrics.co.uk

Updated 13.10.2021 Version 2-5