GEAR4MUSIC TERMS & CONDITIONS - updated June 13th 2014

PRIVACY AND COOKIE POLICY

Gear4music is fully committed to respecting your privacy, and protecting any information you provide. We only use information you provide to process orders you may place at a Gear4music web site, notify you when important changes are made to our service, and occasionally tell you about relevant products or services we are offering. We will not pass your details to third parties for marketing or research purposes. Please note that we may retain any data that you provide on this website, even if you do not complete your registration by clicking 'Register new account'. Such contact details and data may be used to contact you to enquire why you did not complete your registration.

These terms can be accessed via this URL at all times, and a link to these details will be emailed to you when you have placed an order. For future reference you may save a copy of these terms to your machine so they may be accessed at a later date. You have the right to access your personal data and the right to correct, block and delete it at any time.

INFORMATION WE COLLECT


Our primary goal in collecting personal information from you is to provide you with a smooth, efficient, and personalised experience while using our web-site. This allows us to provide services and features that most likely meet your needs, and to customise our service to make your experience easier and quicker.

To fully use our web-site and make purchases, you will need to register as a customer, where you will be required to provide us with your contact information and some other information relating require to process any orders you place with us. We automatically track certain information about you based upon your behaviour on our site. We use this information to do internal research on our users' demographics, interests, and behaviour to better understand and serve our users.

We use a web analytics tool to analyse site usage, how our users arrive at our site, what they do on the site, what browser they are using and on what operating system etc. However, this analytics data, collected via a JavaScript tag in the pages of our site, is not tied to personally identifiable information.

COOKIES


We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit http://www.aboutcookies.org for detailed guidance.

The following describe the cookies we use on this site and what we use them for. Currently we operate an 'implied consent' policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete Gear4music.com cookies having visited the site, or you should browse the site using your browser's anonymous usage setting (called "Incognito" in Chrome, "InPrivate" for Internet Explorer, "Private Browsing" in Firefox and Safari etc...).

We use many cookies to enhance the shopping experience for the user, these include:

Advertising Cookies - we advertise Gear4music on a number of third party websites and ad networks, and use cookies to track which sites you clicked on. These include AdNxs, Click Fuse, Five.tv, Google Double Click, Guardian.co.uk and Rubicon Project.

Affiliate Cookies - allows us to track how you found Gear4music through external websites, and in some cases reward those websites.

Criteo - provides users with personalised adverts when visiting selected other websites. These adverts are based on the products that you have been viewing on the Gear4music website, and may also show products similar to those you originally looked at.

Google Analytics - provides us with information about how users use the site enabling us to improve and refine customers' experience of Gear4music. User data is all anonymous. You can find out more about Google's position on privacy as regards its analytics service at http://www.google.co.uk/intl/en/analytics/privacyoverview.html

QuBit - to ensure effective delivery of our cookies and to provide optimum user experience, we use QuBit to manage our cookies. It does not track information itself, but remembers specific tasks that we tell it to do.

SESSION COOKIES


We use a session cookie to remember your log-in for you and what you've put in the shopping basket. These we deem strictly necessary to the working of the website. If these are disabled then various functionality on the site will be broken - including the ability to place orders.

THIRD PARTY COOKIES


Some cookies used on our site are provided by third-parties, for example pages that contain embedded content, such as YouTube videos, may send you cookies. These cookies are out of our control and you should check these third-party sites for further information.

SHARE TOOLS


If you use social networks, such as Facebook and Twitter, to share information from the Gear4music website, you may be sent cookies from these websites. These cookies are out of our control and you should check these third-party sites for further information.

CUSTOMER COMPLAINTS


In the event of the customer needing to make a complaint, firstly they should call or email customerservices@gear4music.com or alternatively use the online form within our contact us page on Gear4music.com. In many cases, a complaint is best resolved by the person responsible for the issue in question. If the complaint has been received by that person, they may be able to resolve it swiftly and will do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information will be passed to the customer service manager within one week. On receiving the complaint, the customer service manager records it in the complaints log. In the event it has not already been resolved, they delegate an appropriate person to investigate and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. Complaints should be acknowledged by the person handling the complaint within 3 working days.

The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. Ideally complainants should receive a definitive reply within 2 weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. If the complainant feels that the problem has not been satisfactorily resolved at stage one, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the board of directors. The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

TERMS AND CONDITIONS

No statement or condition of sale contained within these terms affects or restricts your statutory rights as defined under the Consumer Protection (Distance Selling) Regulations 2000.

All orders for goods accepted by Red Submarine Limited T/A Gear4music.com (the vendor) are accepted subject to the following conditions, which shall form part and govern the contract of sale. Acceptance of goods by the customer shall be deemed to be acceptance of these conditions of sale unless the customer notifies the vendor in writing within 15 days of receipt of this letter or delivery of goods. Any term sought to be imposed by a customer either in a document or otherwise that conflicts with or adds to these conditions is not accepted. No agent or representative of the vendor has authority to vary these conditions.

We store the content of this contract and will send you the details of your order as well as our general terms via email. You can find the terms here at all times. The details about your recent orders can be found in your customer login.

TERMS OF PAYMENT

For orders placed using Credit or Debit cards, the payment card will not be debited until the order is actually dispatched, except for complete computer systems or packages configured to customer requirements, in which case credit/debit cards will be debited immediately after an order is placed. The vendor reserves the right not to accept payment by credit or debit card. Cheques must be cleared before delivery of goods, which takes 7-10 days, therefore direct bank transfer is recommended when payment by card is not possible or not accepted. The vendor only accepts purchase orders on 30 day credit terms from recognised educational establishments and government departments. Goods remain the property of the vendor until paid for in full and the vendor reserves the right not to dispatch goods until cleared funds have been received.

SHIPMENT OF ORDERS

The vendor shall not be bound by a contract of sale until the goods have been received by the customer. As indicated on the product page, delivery dates are provided as an estimate only - the vendor will use its best endeavours to comply with the date named for delivery. Many products are held in stock by the vendor, but in some cases the date stated is an estimate of the time it will take to order the item from the manufacturer and deliver it to the customer. The vendor reserves the right to part ship orders but will not charge more than the total advertised delivery price for delivery of the order in full.

GOODS DAMAGED IN TRANSIT

Any goods received by the customer that have suffered damage in transit must be reported to the vendor as soon as possible, and at the latest within 7 days of receiving the goods. The vendor will collect damaged goods from the customer and deliver replacement goods as quickly as possible at its own expense. The vendor will not accept any responsibility for goods damaged in transit if the customer reports the damage more than 7 days after receiving the goods.

CANCELLATION OF ORDERS

The customer has a 28 day cooling off period from the day after the day on which they received the goods. During this period the customer has the right to cancel an order for items purchased from the vendor's website in writing or any other durable medium. Orders can be cancelled by letter, email, fax or any other durable medium. Cancelled items must be returned to Gear4music within 14 days after giving notice of cancellation.

Standard delivery charges will be refunded and the vendor can also collect the goods from the customer free of charge for return requests made within the first 7 days of the cooling off period. Delivery charge refunds and free collections exclude delivery upgrade options including installation, two man delivery, timed and Saturday services.

Some items are only eligible for cancellation if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered. These items include:

  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
  • Mouth / Lip Care Products
  • We are unable to accept returns of any custom made items designed to work together as a unique package, such as computer system built to a customer’s personal specifications. Exceptions may only be possible with prior agreement of the vendor, and may be subject to a cancellation fee.

    The vendor may cancel any order placed by a customer until the goods are received by the customer if the vendor is no longer able to supply the item, there has been a significant price change of the item, or if the vendor suspects the transaction is fraudulent. If an order is cancelled by the vendor any monies paid by the customer will be refunded in full.

    28 DAY MONEY BACK GUARANTEE

    The statutory cooling off period is set at 14 days, however Gear4music offers its customers a 28 day money back guarantee as standard. This guarantee gives the customer the right to cancel an order for items purchased from the vendor’s website in writing or any other durable medium including letter, email, or fax.

    As part of this additional guarantee products may be returned for a full refund within 28 days of delivery. Standard delivery charges will be refunded and the vendor can also collect the goods from the customer free of charge for return requests made within 7 days. Delivery charge refunds and free collections exclude delivery upgrade options including installation, two man delivery, timed and Saturday services.

    Some items are only eligible for money back guarantee if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered. These items include:

  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
  • Mouth / Lip Care Products
  • We are unable to accept returns of any custom made items designed to work together as a unique package, such as computer system built to a customer’s personal specifications. Exceptions may only be possible with prior agreement of the vendor, and may be subject to a cancellation fee.

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