Catalogue and Home Shopping Terms & Conditions

1. Henley Marketing Services Ltd – hereafter called the Company is a full member of the UK Direct Marketing Association (DMA) and as such has agreed to undertake and abide by ‘Best Practice’ in all areas of its activities.

2. Clarity and Customer Definition – we commit to both new and existing customers to present our communications clearly, simply and honestly and will detail all charges including those for delivery.

3. Communication with Children – the company will not make any offers of credit to any person under the age of 18.

4. Response and Order Handling – the Company will at all times aim to give prompt, efficient and courteous service to customers and will ensure that adequate administrative systems are in place to achieve this.

5. Delivery of Goods – customers should expect to receive their goods within 14 working days of the Company receiving the order but delivery will not take more than 30 days.

6. Part Orders – where 2 or more items are ordered but not all items are in stock we undertake to notify customers of the delay or out of stock position.

7. Payment – the Company will not cash payments whether by cheque or credit card until the goods are in stock and ready to be despatched.

8. Refunds – a full refund will be supplied for any faulty, damaged or incorrectly despatched goods. Also where an item ordered is out of stock and the customer is not prepared to wait a full repayment will be made. Any refunds made will be processed within 3 days of the requirement being known.

9. Complaints – will be dealt with promptly and normally within 5 working days of receipt. If the complaint is complex or cannot be reasonably dealt with in this timescale then it will be acknowledged.

Correspondence should be sent to:

The Customer Services Manager
Henley Marketing Services Ltd
Ruscombe Business Park
Ruscombe
Lane
TWYFORD
Berks RG10 9NQ

E-mail: enquiries@henleymarketing.com