Please see below for information concerning the terms of purchase, exchange and refund.
Astrograph believe in offering a high level of customer service. We will do everything in our power to help resolve a customer problem that might occur. New legislation puts more responsibility on sellers. Not only do we adhere to these new directives, we may at our descretion exceed what is needed to ensure our customers receive the very best treatment.
Consumer Rights Directive
What is the Consumer Rights Directive?
The Consumer Rights Directive is a European Directive that the member states need to implement into their national laws. In the UK as well as in most other member States, the new regulations enter into force on 13th June 2014. It contains a number of regulations for online trading that are intended, above all, to strengthen the rights of consumers when shopping online. Furthermore, the directive aims to bring into line the laws of the EU member states. For example, regulations apply to the right to cancel and the seller’s duty to inform. If you do not comply with the new regulations in your shop after 13th June, you are liable for this and run the risk of facing legal consequences. It is therefore very important that you inform yourself and your customers about the new legal stipulations and implement them in your shop.
Where can I find detailed information about the Consumer Rights Directive?
More information on the Consumer Rights Directive can be found here
Which are some of the areas which are covered by the new law?
The law includes for instance the following new aspects:
If you to use your right to cancel, you must inform us of this fact within 14 days. There may be different cancellation instructions for different types of goods. For example, the cancellation instructions for goods sent by parcel service are different from those for downloadable products.
Astrograph Ltd are entitled to pass the return costs arising in the event of a cancellation on to the consumer, regardless of the price of the goods. In the event of a cancellation the original delivery cost will be refunded. This however, does not apply to any express delivery or additional service that the customer chose over and above our normal service.
We will refund only the delivery cost up to the amount of the standard delivery costs offered by us. In all countries of the EU, the text of the order button now makes it clear that the customer is entering into a contract with a payment obligation.
General Refund and Returns Policy
Astrograph Ltd will refund goods not wanted as outlined in the new Consumer Right Directive. Goods must be unopened and returned as supplied
In the event of goods being faulty, Astrograph Ltd reserve the right to confirm the existance and nature of the fault before replacement or refund. In the event of no fault being found the customer will be liable for all return shipping costs. In the event of a fault, all shipping costs resulting from the return and replacement of the goods will be covered by Astrograph Ltd
We quote estimated delivery times for all products within each listing.
In the event of not being able to meet the time frame quoted we will contact you.
Lead times of 30 days + usually refer to either a special order item or a custom build and is therefore an estimate.
All small items are shipped by 1st Class Recorded Post. Items of high value are shipped by Royal Mail Special Delivery or Insured Courier. The courier service used will be at the discretion of Astrograph Ltd.
In the case of very high value or sensitive equipment, Astrograph Ltd will deliver direct.