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We find the terms and conditions of many companies complicated and difficult to make sense of. At The Flat TV company we try to keep life simple and we're sure you'll find ours easy to understand. If you have any questions please don't hesitate to call us on 0871 855 0705 or email us
Our terms and conditions comply with the new Distance Selling Regulations and are designed to ensure that all our customers can shop with confidence. Please note that these do not affect your statutory rights as a consumer. To order goods through this web site you must be at least 18 years of age. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
Product Information
Product specifications, images and other material published on our website have been provided by manufacturers, suppliers or trade publications. Our intention is to ensure that all information is accurate and up to date as possible, however we cannot guarantee the reliability or accuracy of this information. Actions taken by the user are the responsibility of the individual. Further information can be found on the manufacturers websites.
Pricing and Payment
All prices are in £ sterling and are inclusive of VAT at the current rate, but exclude delivery charge (for details see “Delivery” below). Payment can be made by any major credit/debit cards via our secure server or by fax, post or telephone. Cheque payment is also accepted, however we have to allow 10 working days before the cheque is cleared. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. Ownership and title of the goods will only pass to the customer upon receipt of full payment.
Finance
Our finance partner is V12 Finance who can offer a range of flexible repayment options, including Buy Now Pay Later or repayments over 36 to 48 months, all designed to make your purchase even more affordable. Once you have placed your order via V12 finance it cannot be amended in any way due to the nature of the order. You will be informed of stock and availability once the credit has been received. Please see our credit page for more information.
Product Guarantee
At The Flat TV Company we are proud to sell the best products in design, quality and value for money. Unfortunately because even the best products can sometimes let you down, we offer a minimum standard 12 months guarantee on all products, however we can extend your warranty up to a total of 5 years. Our standard guarantee excludes faults caused by misuse, neglect, accidental damage and software related issues. Batteries, tapes, films and other consumables are also excluded. If your product should fail within the warranty period, please see our 'DAMAGED or FAULTY GOODS' section below.
Customers must retain the original packaging for a minimum of 28 days and goods will not be collected unless in original packaging.
Delivery
Our delivery service is provided by TNT Logistics. They are the experts in delivering bulky items such as plasma TVs. Delivery is available throughout the UK including Ireland and Scottish Highlands. Please refer to our shipping table for details. All deliveries will be door to door only and you might need to assist the driver if required. It is not part of the delivery charge for the driver to be expected to deliver to any room within an address; they would normally only deliver to the door or garage etc, it is possible however that some drivers will accommodate this but it is not normally part of their contract.
Damaged products must be notified by the next working day after the delivery.
Non Deliveries
We will not accept liability of goods lost in transit unless notified by the next working day after the expected delivery date.
Incorrect Goods
It is your responsibility to notify us of any incorrect goods supplied by the next working day after the delivery.
Products Returns - Your Right to Cancel
If you wish to exercise your right to cancel because you are not satisfied with your purchase of a product, we provide a 7 Days Return Policy. This means that if for any reason you should wish to return a product (or products) bought from us, you are totally at liberty to do so.
All products returned MUST be 100% complete and contain ALL the original manufacturer boxes and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment.
Customers must retain boxes and packaging where possible as manufacturers may not accept back faulty returns that are not in original packaging. Customers without original packaging will be required to return their goods to the manufacturer for repair under the terms of their warranty.
Provided that the return meets these conditions then we will give you a full refund of the returned product.
Products Returns - Damaged in Transit
If any items are damaged in transit, we require that you report it to us by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us. This must be completed within 48 hours as we will need to claim on the damage from our courier.
If the items are visibly damaged on receipt, then you should sign the couriers delivery note accordingly, otherwise you should always sign goods as UNCHECKED.
Please ensure you detail on your Product Return Ticket notes how the goods were signed for and whether there was any visible damage to the box when it was delivered.
Items must be ready to be returned with their original packaging complete with all accessories and documentation.
Damaged goods signed for in good condition may not be accepted for return.
As a rule - ALWAYS SIGN UNCHECKED.
Products Returns - Unwanted within 7 days of receipt
As a consumer you have the right, under the Office of Fair Trading Distance Selling Regulations, to cancel the contract and receive a refund for your goods.
However, we will only accept unwanted AV products for refund within 7 days of delivery, provided that the goods are complete with all relevant packaging and accessories in “pristine as new” condition. Soiled, damaged or incomplete products will not be accepted.
You must inform us in writing of your request to cancel by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us. This must be completed within seven working days from the day your goods were delivered to you.
We will offer to collect the goods from you at your cost or you can return the goods to us yourself via an insured courier (should goods be received back to us damaged it will be your responsibility to claim for the damage from the courier and we will not issue a refund).
Unwanted items returned for refund or exchange, for whatever reason, but within 7 days will NOT be subject to a warehouse re-stocking fee, and you will be refunded the value of the returned item in FULL less the charge from the courier for collecting the goods should you require us to do so.
Unwanted items returned for refund or exchange, for whatever reason, but outside 7 days will only be accepted at our discretion and will be subject to a 25% warehouse re-stocking fee.
Products Returns - Faulty within 28 days of receipt
If any product is to be returned as faulty within the first 28 days of receipt, we require that you report it to us by logging in our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us.
Any product returned as faulty within the first 28 days of receipt must be assessed by the manufacturer to confirm that fault. This process can take up to 5 working days from collection of the product.
Should a fault be confirmed by the manufacturer then we will offer a full refund or replacement of the product.
For all UK Mainland orders collection and replacement costs will be met in FULL by The Flat TV Company. For items delivered outside UK Mainland the customer will be liable for any collection and/or redelivery costs.
All original packaging must be retained for returns/refund/warranty purposes. Should you require returning a product you MUST have kept all the original packaging and accessories. If your goods go faulty within 28 days and you have not kept the packaging you will be referred back to the manufacturer for a warranty repair.
Products Returns - Faulty after 28 days of receipt
If any product develops a fault after the first 28 days since receipt, we require that you report it to us by logging into our returns department and requesting a Return Merchandise Authorization (RMA) number before goods can be returned to us.
Any product that develops a fault after the first 28 days since receipt of the product, then provided your item is within its warranty period, you are entitled to a warranty repair.
We will either handle the servicing ourselves or direct you via one of our authorised agents. This does not apply to faults caused by accident, neglect or misuse for which there can be no refund or exchange. You may be liable for the courier costs to return the goods. This does not affect your statutory rights.
Lowest Prices Guaranteed
You can buy with the confidence that we are continually reviewing our prices to be ahead of our competitors. Our team are constantly monitoring the competition to make sure our prices are always the best. If you do find anything at a lower price elsewhere on the same day of purchase then please contact us immediately. We will do everything to match that other price. Our price promise excludes opening or closing down offers, ex-display, foreign imports, clearance, special orders, members only or extended warranty prices.
Satisfaction Guaranteed
Our no quibble 7 day money back guarantee means you can return your purchase if you change your mind. Please ensure that the product has not been used or opened, is returned to us undamaged in the original packaging containing all the original contents and all we ask is that you pay all carriage costs (with insurance). We will arrange collection at prices shown below. Goods received back incomplete, opened or in a damaged or used condition will be returned to you and the cost of delivery charged to your account. This does not affect your statutory rights as a consumer.
To take advantage of this offer, you must notify us within 7 days of delivery by telephoning 0871 855 0705, or email us.
Printing & Pricing Errors
In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made.
Security
When you shop with us via our web site, all your financial transactions are entirely secure. Our secure server software encrypts all your payment card details. The process scrambles all the information, allowing no unauthorised third party to intercept the data. If you are experiencing problems connecting via our secure server please check that you have SSL switched on in your browser.
For Netscape click the 'Security' icon on the tool bar and check the SSL2 and SSL3 boxes. For Internet Explorer go to the 'View' menu, find 'Internet Options', click on 'Advanced' and check the SSL2 and SSL3 boxes. Your browser will confirm that you are shopping in a secure environment by showing either a locked padlock icon or an image of a key in the grey bar at the bottom of your screen.
For your protection, we thoroughly check all online transactions to ensure customers are not subjected to fraud. We are members of Early-Warning.org.uk, whose aim is to stop fraudulent use of credit cards caused by their misuse. We also use agencies to validate each purchaser really is the legitimate card holder.
Complaints Procedure
In the event that we fail in meeting our high standards of customer service please don't hesitate to emailus .
We are human and we do, although unintentional, occasionally make mistakes. Whatever the circumstances we will make every effort to keep you happy and retain your much valued custom.
Data Protection Act
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). In compliance with UK law, we are registered with the data protection act. For your protection, we also use agencies to validate each purchaser really is the legitimate card holder. We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will not pass your e-mail address to other trusted traders unless you agree.
The type of information we will collect about you includes your:
name
address
phone number
email address
credit/debit card details
We will never collect sensitive information about you without your explicit consent.The information we hold will be accurate and up to date. You can check the information that we hold about you if you email us.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, please email us.
If you are currently receiving promotional information from us and would prefer not to, please amend your account details or email us.
Contact Information
Trading address:
The Flat TV Company
The Old Pig Sty
Lower Farm
Otmoor Lane
Beckley
Oxford
OX3 9TD
0871 855 0705 (sales & service)
Telephone lines are manned Monday - Friday 9:00am - 5.00pm
All calls to our (0870) numbers are charged at the standard national rate.
Registered Address:
The Flat TV Company
97 Meneage Street
Helston
Cornwall
TR13 8RB
Please note that we practice a policy of continual review and reserve the right to change the above terms and conditions at any time without notice.
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