Terms & Conditions including Damage/Returns/Cancellations/Refunds

TERMS/CONDITIONS: When placing an order at www.wrapperfactory.uk you are required to view and agree to our standard terms and conditions as set out below. by ticking the terms and conditions box you indicate that you have viewed, read, understood and agreed to our terms and conditions of placement and acceptance of an order at the website www.wrapperfactory.uk If you disagree with these terms and conditions please do not tick the terms and conditions box during checkout and discontinue the use of our website.

All products supplied on this site are produced to specific customer requirements only, and are supplied and sold under these terms and conditions. Clients should ensure that any details supplied which are to be produced or printed on any product are supplied correctly, as after printing and assembly, mistakes cannot be rectified unless by direct fault of the company. Customers are responsible for ensuring that all spelling of names/dates are correct, should you be unsure as to your wording or image requirements please contact us prior to placing your order.

Orders are confirmed within 24hrs of receipt, and, if we feel it is warranted, we will ask you to confirm the details you require on your product before the product or item goes into production. This process helps us to ensure that we get your personalisation details correct. proofs are only provided if specifically asked for, sending print details and images for use on our products are deemed to be correct, please ensure that the details you send are correct and complete.

PAYMENT: We currently accept payment online via third party sagepay and paypal merchants who collect and process transaction information, more information can be found regarding payment transactions at www.sagepay.co.uk/policies/security-policy or if paying via paypal at www.paypal.co.uk.

You will not be asked to enter any sensitive card or payment information directly on any part of this site. if you are asked to provide sensitive information on this site other than your direct order and delivery details please discontinue use of the site and contact our admin centre on 01536 671 548. you may be asked to supply information such as Name, Address, Telephone Number, This information is used only to process your current or pending order, and is not used in anyway for any other purpose what so ever, at anytime. We do not collect or store or record sensitive card information by any means at anytime for any purpose via this site or as a direct result of your purchase or use of the site.

INVOICING: We provide invoice copy onscreen and a hard copy along with your order upon delivery. A copy of the invoice will also be emailed to the email address given when ordering, Please ensure that emails from Wrapper Factory are not directed automatically to your spam folder. If you feel you have not received an email invoice/receipt for your purchase please check your email spam folder or call our customer service line for a duplicate copy on 01536 671 548.

SPECIAL DATES: If your order is for a specific date such as a wedding or birthday please always provide that actual celebration date to help us ensure that your order is produced and delivered in time for your event. Please supply us with the celebration date even if this is not required to be printed or produced onto your product. If your order is very urgent you may call our customer service team on 01536 671 548 and a member of staff will guide you and indicate if your deadline can be reasonably met.

PRE-ORDERING: Customers may pre-order their personalised favours and state a specific date for delivery, for example if your wedding day or celebrations is on December 1st, you can order at anytime during the year and specify in your order that you require your products delivered on a specific date one month before your event, this ensures that your chocolates reach you at their freshest and with their longest possible use-by dates. please contact us if you are unsure how to use this service.

DISPATCH: Orders are normally dispatched between 7 and 10 days of the customers confirmation of personalisation details, or once the manufacturing process is complete, large or complex orders may take a little longer, and likewise during our busy periods such as favour season and xmas, orders may take longer to produce due to high demand. Orders may take slightly longer in production during our busy periods. PLEASE NOTE: We do not constantly send update emails concerning individual orders, sending constant update emails is time consuming and costly and in most case's un-necessary, We always check dates produced on personalised products and will always ensure that you receive your order in good time before your event or celebration. should you feel at anytime concerned about your order for personalised products, please call our customer service line on 01536 671 548 where a member of our staff will be pleased to help. All wholesale and non personalised orders are made to order only, and dependant upon the size of your order, dispatched within 7 working days, we dispatch as quickly as possible, however please bear in mind that it is our policy to ensure that confectionery items supplied, carry the longest possible use by date and for this reason, on occasion, orders may be held up to allow fresh product to be made if we feel that the current use by date of stock is not extensive enough. This policy is in place to ensure that our customers receive the freshest possible stock with the longest possible use by date. We do not at the present time offer a same day dispatch service.

DELIVERY: We do not currently offer a same day or next day delivery from the date of ordering, all orders are dispatched within 7 to 10 working days. If your order is urgent please contact us to inform us of the urgency, and we will of course do everything we can to assist in dispatching your order as quickly as possible. We strive to dispatch as fast as possible and on occasion we may notify a customer BEFORE the customer places an order, that there may be an increase in dispatch times, all times are stated clearly on the relevant order form for the product you wish to order.

SEASONAL PERIODS: On occasion, and especially during busy periods such as xmas and favour season, Easter etc, stocks may become limited, if any item ordered is out of stock we will contact you within 24 hrs of purchase if the stock is unlikely to be replenished prior to you needing delivery of your order. We reserve the right to hold orders on out of stock items until such time as stock is replenished, given that this is within a reasonable period of 14 days or less.

Personalised, made to order and bespoke products and orders are exempt from certain distance selling rules, however we work on a personal one to one basis with all our customers and should you have any problems or cause for concern with any of our products please contact us and let us know, in most cases a replacement product will be supplied upon return of the incorrect or damaged product, Please note that items can only be returned if incorrect spelling of names and dates is produced on a personalised product after you had supplied the correct details, or, in the case of a defective product, in these cases we will accept returns and will replace the product with the correct details. items can only be returned in line with our return policy below.

PAYMENT All orders shall be paid for by the purchaser at the time of ordering, if payment is via cheque or postal orders, orders are dispatched after payment is cleared into our account which can take up to ten days, credit account facilities are not available at this time and all orders are on a pro-forma basis. payment for orders online is via sagepay and paypal through our online shopping cart system which does not collect any type of sensitive card information, we can also accept payment via cheque or postal/money orders or direct bank transfer. All goods remain the property of this company until payment is made in full. We reserve the right to refuse to supply goods for any reason at anytime. Please allow a minimum of 7 working days (excluding weekends and bank holidays) for manufacture and dispatch of orders, delivery charges are dependant upon size and/or weights of orders and final destination of the goods ordered. Generally Scotland Highlands, Northern and Southern Ireland will attract additional delivery fee's, we reserve the right to amend delivery charges at any time.

URGENT ORDERS: we do everything we can to produce late or urgent orders placed, it is always a good idea to include the actual date of any birthdays or celebrations when ordering personalised products as this helps us to ensure that your order is produced and delivered in plenty of time for your event. If your order is urgent please contact us to let us know and we will endeavour to complete your order within the specified time, having said that, please be aware that we always put quality before speed, if we experience any delays with your order we will contact you either via telephone or email.

If any items are out of stock at the time of ordering we reserve the right to hold orders until such time as stock is replenished, we reserve the right to dispatch part orders if your order includes multiple products some of which may be out of stock at the time of placing your order, with any out of stock items being dispatched at the earliest possible date

DAMAGE / RETURNS / CANCELLATIONS / REFUNDS: All products supplied remain the property of wrapper factory until paid for in full, errors & omissions must be reported upon receipt of goods. Any personalised items made to a client specific specification are excluded from some statutory distance selling rules. Incorrect personalised items can be returned for replacement only, no refund can or will be made on personalised or made to order items of confectionery or edible food items. Returns are at the clients discretion and cost. Wrapper Factory will not be held responsible for return carriage costs.

DAMAGE AND RETURNS: Claims on deliveries signed for & accepted as complete and error free, will not be entered into. Check parcels for damage/shortage before acceptance. Record damage/shortage with the courier at the point of delivery, which is always checked upon receipt of any claim. Damaged goods must be returned for a replacement goods,Claims will not be entered into if damage/shortage is not recorded with the courier at the time of acceptance, IF YOU ARE UNABLE TO INSPECT YOUR PARCELS CONTENTS AT THE TIME OF DELIVERY PLEASE ALWAYS SIGN FOR YOUR DELIVERY AND INCLUDE THE WORDS "NOT CHECKED".

We reserve the right to adjust terms/conditions at our discretion & without notice. Full terms/conditions can be found at www.wrapperfactory.uk. The placement and/or acceptance of an order indicates the customer has viewed, understood and agreed to the full terms & conditions at www.wrapperfactory.uk prior to completion of an order. clients are to ensure that any returned goods are adequately and safely packed for shipment, if returned goods are not correctly packed for safe transit we may refuse to accept delivery of the item until the packaging has been rectified. We cannot offer a refund on personalised or food items however a replacment item will be offered. Any defective products Must Be Returned. there are several reasons for this even though the product is a food item, this enables our quality staff the opportunity to inspect the product defect and rectify the situation and take adequate steps to prevent a repeat of the damage process.

CANCELLATIONS: All products provided by wrapper factory are bespoke made to order products including any blank products such as blank chocolate bars and bulk purchases. all products supplied by wrapper factory require a manufacturing lead time of a minimum of 7 working days. Manufacturing process of your order will generally begin within 48hrs of your order being placed. Cancellations of bespoke or made to order items must be made within 48 hrs of placing your order. We urge customers wishing to cancel to do so within 48hrs, after 48hrs a cancellation and administration fee will be charged at a minimum of 20% of the total order value and you agree that the fee will be deducted from any refund prior to the refund being made.

REFUNDS: Refunds for cancelled orders will only be made via the same process as payment was made and cannot be made via any other method or currency other than the identical payment method used to make the payment at the time of ordering. We are unable to offer refunds for bespoke made to order customised food items unless the item is defective or damaged upon delivery or has been cancelled within the 48hr processing period. We reserve the right to change any advertised price before you place an order. All products and services are subject to availability and may be withdrawn at any time for any reason without notice. If your order cannot be fulfilled due to the fault of Wrapper Factory you will be offered an alternative or given a full refund.

All food items provided via our website carry details of the products sell or use by date along with any required ingredients and legal notices of any points which should be brought to your attention in line with distance selling rules and the required relevant labeling law. If in doubt please contact us in the first instance to allow us to help resolve your concerns.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide to the third party when accessing or ordering from our site.

We request your name and address and telephone number when placing an order to enable us to provide you with an efficient sales and after-sales service but we WILL NOT pass your name and address to ANY third parties. We do not maintain data bases of names and address or email address or telephone numbers for any reason whatsoever and those details must be provided each time you order from this site to allow us to facilitate completion of your current order.

Goods are not sold on a trial or sample basis. Goods remain the property of wrapper factory until paid for in full. Claims for damage, non-functionality and mis-shipping and/or mis-printing must be made within seven days of receipt, and you are responsible for ensuring safe delivery including any costs associated with returning the item. We fully reserve the right to refuse orders from any customer at any time for any reason at our discretion and will exercise our right to cancel and refund any order if there is a past or current record of either delivery or customer problems to any particular address.or order connected with the current order in any way.

We fully reserve the right not to supply goods advertised on this web site and/or amend prices and descriptions at our complete discretion without exception.

ORDER ACCEPTANCE: When placing or completing an order on this website for wrapper factory or other products directly for sale on this site, you will be required to accept these terms and conditions prior to an order being accepted. Acceptance of the terms and conditions when placing and completing an order with the wrapper factory is mandatory and you fully agree that you have accepted accessed and indicated that you have read, understood, accepted and agreed to be bound by these terms and conditions of sale. If you disagree with these terms and conditions please do not tick the terms and conditions box during checkout and discontinue the use of our website.

We reserve the right to amend these Terms and Conditions at any time. These Terms and Conditions are in addition to, and do not affect your standard consumer statutory rights.

TERMS AND CONDITIONS