Our Returns, Refunds and Exchange Policy

As of 20th March 2018 until further notice.

Oops! You seem to have landed on our returns, refunds and exchange page... Hey-ho, these things happen, but we hope you are still happy with our services.

If not, read on...

Registered Company Name and Address:

Stripey Lizard Creative Services Ltd
1 Abbey Street

Faversham

Kent

England

ME13 7BE

Email: info@stripeylizard.co.uk

Telephone: +44 (0) 7749 444 008

Company number: 9434445 (registered in England/Wales)

 

Policy Document: SL_RREP20032018

 

Glossary:

‘We’ / ‘Our’ / ‘Business’ / ‘SLCSLtd’ is ‘Stripey Lizard Creative Services Limited’. ‘You’ / ‘Your’ ‘S/he’ / ‘They’ / ‘Customer’ / ‘Client’ is the Purchaser of goods and services. ‘We’ / ‘Us’ is the working partnership between the ‘Client’ and ‘Stripey Lizard Creative Services Limited’.

 

We (Stripey Lizard Creative Services Limited) want you (the Customer) to be more than just a contented client, who will use our services and expertise into the future and give friends, family, colleagues and business acquaintances a positive 'heads up' about us. Notwithstanding any intellectual property rights, we will endeavour in all cases to come to an agreement that suits the integrity of both the Customer and the Business.

While we stand by what we strive for: a proficient, friendly, cost effective (and where possible 'green') service, with high standards of workmanship, we cannot always be sure that you are fully happy unless you let us know what you are thinking while we are working together or before the invoice is sent out.

 

If you are not happy with the service, for whatever reason, in the first instance, please email us, before anyone one else. We prefer you come to us first and let us know what we might have done wrong, so we can try to fix it. We would rather resolve any issue you have via email or talking, than see you leave us with a sad or angry expression on your face. It may be the go-to option for many well-meaning people, but social media can be much more far-reaching and damaging than a few well-constructed sentences in an email between us, to resolve an issue. We are not a large business that can 'swallow' the issue with spin-doctors and lawyers at our disposal, so please think before you act.

Due to the range of different services we provide, it may not necessarily be possible to fully refund monetary value to you, or exchange items for a similar service or item.

However, if there really is nothing we can do to put things right, in the last instance, for a refund on an item that is not physical, e.g. a website, you will be sent a (coded), printable Stripey Lizard Creative Services credit note / voucher worth between 60% and 90% of the final invoice, to use once either online or against the price of another service within the company.

 

For a refund against a physical item purchased by card, either in person or online, the partial (in cases of multiple items purchased) or full amount will be refunded as per Worldpay policy, once the item(s) is/are returned intact to our Registered Company Address with a covering email / letter stating your Worldpay reference number, name, email, home address and valid reason for the return, within 28 days of the date of purchase. Please allow up to 7 days for a response, from the time it is delivered to us. We cannot refund the cost of postage / packing.

 

Exchanges can be made on physical goods purchased, in person or online. You are responsible for postage and packing fees for any items sent back via the postal service. Once we have received the item, we will send out the preferred item at our own expense, using any of the following means. If there is a difference in price the following will happen: If of lesser value, a credit note will be sent with the package. If the item is of greater value, the customer pays the difference online or in person, before receipt of the exchanged goods.

 

Royal Mail offers recorded and special delivery, or use an official courier service such as myHermes or UPS, as we cannot except responsibility for items lost in the post. MyHermes, UPS, TNT, Parcel Force, DX and Pallet Force all specialise in shipping heavy goods at reasonable prices. There may be a 15% processing fee for items of furniture or similar bulky items.

Returns / Exchange

Stripey Lizard Creative Services Ltd
1 Abbey Street

Faversham

Kent

England

ME13 7BE

Email: info@stripeylizard.co.uk

Telephone: +44 (0) 7749 444 008

Please note, this refund policy does not include third party, or whole material goods used, such as, but not limited to, web hosting packages, digital applications, paint, stone, wood and any associated paraphernalia bought especially for the project. Where appropriate and at the discretion of Stripey Lizard Creative Services Ltd, you may also receive within the refund amount, an itemised difference of the unused value of goods.

Abuse Policy

 

We like to think our customers are as trustworthy as we strive to be, but nobody likes to be walked over and that goes for us too.

 

So, in the event that our exchange/returns/refunds policy is abused, if proven, anything we have done to resolve the issue will be null and void and you may become liable for a charge of up to 150% of the final invoice, including any administration charges levied on us. In this instance, we will give you seven (7) days notice of our intention to take the matter further, through any legal means deemed necessary.

 

Where rating agencies have been used such as Trip Advisor, Google and Facebook, remember social media works both ways. If the customer has used social media or the newspapers / press in the process, s/he / they will not necessarily get the answer or outcome sought.

Your statutory rights are not affected.

 

For and on behalf of

Stripey Lizard Creative Services Ltd
1 Abbey Street

Faversham

Kent

England

ME13 7BE

Email: 

Telephone: +44 (0) 7749 444 008

​Company number: 9434445 (registered in England/Wales)

A downloadable / printable version of this document can be found here: