Customer Service
- SHIPPING & DELIVERY
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At Visual Impact we are able to provide an efficient delivery service to our customers within the UK and mainland countries within the EU. Using TNT we are able to provide next working day delivery for UK deliveries, providing the funds have been cleared.
For our EU customers we use the highly reputable TNT delivery service, providing an effective delivery service to 27 countries within the EU with a competitive 2-7 working day timeframe. Shipping Information UK deliveries: Orders are despatched to the cardholders address only.
Deliveries are made on weekdays Mon-Fri 8.00am to 6.00pm except Bank Holidays and require a signature. Next working day delivery does not include Saturday delivery. If you place your order on Friday before 4:00pm then it will arrive on Monday, providing funds have been cleared.
PLEASE ALSO BE AWARE THAT IF YOUR CHOSEN METHOD OF PAYMENT IS BANK TRANSFER, GOODS CANNOT BE DESPATCHED UNTIL PAYMENT IS RECEIVED IN FULL. AS SOON AS THE PAYMENT IS RECEIVED AT VISUAL IMPACT YOUR ITEM WILL BE DISPATCHED.
NB: All costs are based on 30Kgs max weight limit (unless specified). For weight exceeding 30kgs pls call +44 (0) 208 977 1222 for a competitive quotation. All orders are subject to approval by our verification department. We will notify you by phone or email should your order be delayed. All days quoted refer to normal 'working days'.
- PRIVACY & SECURITY
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We respect your privacy
We respect your privacy and do not tolerate spam and will never sell, rent, lease or give away your information (name, address, email, etc.) to any third party. If you choose to give your name and email address into one or more of our site's registration forms, then we will send you emails relating to the mailing list(s) or service(s) you joined and the Visual Impact newsletter, as well as marketing offers from time to time. You may opt out of receiving future mailings from our mailing lists; see the choice/opt-out section below.
How do we protect your information?
In order to prevent unauthorized access, Visual Impact uses strict security procedures in the storage and disclosure of information which you have given to us. We take all reasonable precautions to ensure the security of personal data stored on our system. All your personal information is password-protected - only registered users and Visual Impact support staff have access to this information. As a registered user, you will be able to edit or delete your personal information details at any time using your own ID and password.
Does Visual Impact share information?
Your personal information is being provided only to Visual Impact unless we specifically state otherwise. We will not disclose your personally identifiable information to any person or company except where you have given us permission to do so or if the law requires it, or where in good faith Visual Impact believes such action is necessary to comply with a legal process.
Choice/Opt-out
If you would like to be removed from our database, please let us know. If you wish to stop receiving the Visual Impact newsletter or any of our mailing lists, please use the unsubscribe link in an email from each list. - RETURNS & REPLACEMENTS
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At Visual Impact, our goal is to ensure you are completely satisfied with your purchase. If for whatever reason you wish to return your purchase our returns policy and procedure is set out below.
1.1 Other than the express provisions set out in these Terms, all other terms and the implied terms or warranties relating to the supply of goods or services are excluded to the fullest extent permitted by law.
1.2 In the event that you need to return Goods, then a Goods Returns Authorisation Number (RAN) must be obtained from us for each and every return so that we are able to administratively process your return, otherwise we have no means of identifying the Goods being returned and this may result in difficulties in returning monies. You will be sent a RAN acknowledgement by email. The RAN must be clearly shown on each parcel returned, and must be in the original manufacturer's packaging (which shall not be defaced) complete with accessories, manuals and documentation. You will be responsible for returning the goods at your own risk and cost, therefore we recommend you use a trackable insured shipping service. Please make sure you pack the returned goods well, in order to avoid transportation damage. Software packages must be returned unopened with the Software seals intact. Except in the case of faulty Goods, returned items not complying with these requirements will be rejected.
1.3 In the event that any Goods Delivered to you do not correspond with the Goods in the Order Confirmation, or have been Delivered to you by mistake, then you will be under a duty to take reasonable care of such Goods and to contact our Customer Services team immediately no later than 14 days. We will then arrange for a courier to collect the Goods and replacements to be supplied on a credit and recharge basis.
1.4 Care of Goods to be Returned Whilst in possession of the Goods you will be under a duty to take reasonable care of them. We reserve the right to refuse a refund on Goods returned which have been made unfit for resale or damaged whilst in your possession.
1.5 Address for Returns of Goods If you need to return Goods to us for whatever reason, then please send such items to: Visual Impact UK, Units 3&4 Teddington Business Park, Station Road, Teddington. Middlesex. TW11 9BQ.
1.6 Return of Defective Goods:
(a) In the event that Goods are found to be defective at any time within the first 30 days from delivery then please contact our Customer Services team immediately that you become aware of the defect, ensuring that you have the item's serial number available to provide to our staff. Different manufacturers have differing policies for dealing with Goods which are termed 'dead on arrival', meaning that the Goods are found to be faulty either on delivery or very shortly afterwards. You will therefore be advised by our Customer Services team of the relevant manufacturer's returns policy. We will not charge you for the collection of the Defective Goods. It is your responsibility to package and secure the Goods prior to collection to prevent damage during their return to us.
(b) We shall at our option repair or replace such Defective Goods (or the defective part) and only if a repair or replacement is not possible or would be disproportionate to the price of such Goods we shall at our discretion refund the price of such Defective Goods at the pro-rate contract rate provided that you return the Defective Goods to us with all internal and external parts that were delivered with the Goods.
(c) If we arrange for a courier collection of your Goods, this will normally take place between 9.00am and 5.30pm, and it is your responsibility to ensure that someone will be present at the collection address when the courier arrives.
(d) On receipt by us of the returned Goods, if following the testing process the Goods are found to be in good working order without defect, we will return the Goods to you, and the carriage costs of this return will be your responsibility. Please note that if you have, in the meantime, required us to provide you with replacement Goods before completion of the testing process, you will be liable to pay for these Goods. If, when we examine the Defective Goods, it is evident that the defect has arisen because you have failed to follow Visual Impact's or the manufacturer's instructions as to the storage, installation, commissioning, use or maintenance of the Goods, or if you have altered the Goods without the written consent of Visual Impact then we reserve the right to refuse a repair, replacement or refund.
(e) You should note that we adhere to individual manufacturers' guidelines in respect of acceptable deviation of quality of certain items. Therefore, we reserve the right not to accept Goods considered by you to be defective if the error or fault is within the manufacturer's accepted manufacturing tolerances. If you have any doubt, please contact our Customer Services. As an example, due to the current manufacturing methods of active matrix display panels, a small percentage of sub-pixel anomalies (i.e. a pixel that is stuck on or off) are accepted by the industry as unavoidable. Accordingly, because the manufacturing yield of perfect active matrix panels is low, displays may have some sub-pixels that are either always on or off. The cost of accepting only theoretically perfect displays would almost double the price of a portable computer using an LCD screen. Please be aware of this before purchasing a TFT screen.
2.1 Warranty Claims
(a) If Goods become faulty more than 30 days after delivery then you are advised to contact the manufacturer and use their warranty procedure. Unless otherwise stated in the manufacturer's documentation, all Goods carry a manufacturer's warranty.
(b) If you wish to make a warranty claim, you must comply with the manufacturer's instructions and warranty procedure. In order to resolve your problem as quickly as possible, we will refer you to the manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for the relevant manufacturer.
(c) All warranties provided under these Terms shall be invalidated if the Goods have been worked upon, altered or damaged in any way by you or your employees or agents, or if the Goods have not been used in accordance with the manufacturer's instructions.
(d) You should note that certain Goods have a reduced warranty period. In particular, Goods specified as 'refurbished' are only subject to a 3-month warranty from the date of delivery. Your statutory rights are not affected when you purchase such Goods.
2.2 Return for credit:
(a) In the event that we, at our absolute discretion, agree to accept the return for credit of unwanted products, the Goods must be returned with our prior written agreement within 14 days of delivery. The Goods must be unopened, with the manufacturers' seals intact and in perfect re-saleable condition. All Goods returned in these circumstances will not be subject to a re-stocking fee. Please ensure that the Goods you have purchased are to your specification prior to breaking the manufacturers' seals. This will avoid disappointment and the Goods being rejected, should you wish to return them. It is your responsibility to package and secure the Goods prior to collection to prevent damage during their return to us.
(b) No Software on which seals have been broken can be returned for credit. If any Software discs are faulty, then you are advised to use the manufacturer's warranty procedure. Please note Software Licences are non-returnable unless the Software is materially non-compliant with its specification or the physical media on which it is supplied is defective.
2.3 Special Orders:
For these items we will notify you at point of order. However, please note these items are non-returnable.
- TERMS & CONDITIONS
- By placing an order with Visual Impact, you are accepting our terms and conditions. Your existing statutory rights are not affected by these conditions. Terms & Conditions updated January 2010. Please view the relevant Terms & Conditions listed below:
Quick Links:
Business Terms & Conditions
Consumer Terms & Conditions
Updating Account Information
From your My Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information. To log in when visiting our site just click Login or My Account at the top of every page, and then enter your e-mail address and password.
When you log in to your account, you will be able to do the following:
• Check the status of orders
• View past orders
• Make changes to your account information
• Change your password
• Store alternative addresses (for shipping to multiple family members and friends!)
If you have any questions about your account or any other matter, please feel free to contact us at webcs@visuals.co.uk or by phone at 0208 977 1222.