FlatKeys

FlatKeys Ltd – Terms & Conditions of Sale

  • Our terms & conditions have a simple aim - We want you to be able to buy easily and with confidence from us.
  • Price
    • Product prices are on the website.
    • If the website does not have exactly what you need (eg you want different quantities, or bespoke items), you should let us know and we can help work out a price.
  • Ordering
    • You must check that the product you’re ordering is fit for the purpose to which you intend to use it.
    • We are happy to advise if you have questions, but do not take any liability if the product you purchase doesn’t work in the application you put it to.
    • Orders are confirmed at the point of sale, and any changes or cancellations from your side will incur processing fees.
  • Processing fees
    • When you pay through Paypal, we get charged a seller’s fee. If your order changes or is cancelled, they keep their fee & will charge us again for a replacement order. Should a refund be necessary due to change/cancellation, we will therefore deduct the fees from the refund.
    • It is therefore really important that you ensure your order and shipping location are correct at the time of placing the order.
  • Delivery
    • We send our products out worldwide
    • There are some countries where our experience shows us that the delivery service is so unreliable that products don’t get to customers. We have therefore decided not to ship to these locations. Details are on our website under ‘Shipping’. This is unfortunate, but we incur costs when you don’t receive your purchases, and we have to mitigate that. Therefore, if you place an order for delivery to one of those locations, we will have to refuse the order and will refund you minus a processing fee. If you really want delivery to those locations, you need to arrange shipment yourself, and there will be no option for refund or replacement if the shipment does not arrive.
    • We ship to the address on the order. If you want delivery to a different address, you must cancel the original order and re-order with the correct delivery address. We will charge you a processing fee for changes like this.
    • We send everything tracked & signed (where available), so that you can be sure the product will be delivered to the best of the shipping agent’s ability. If something doesn’t arrive, then we have to follow the claims process according to the shipping agent’s terms & conditions, which may mean waiting up to a month in some cases. Please let us know as soon as possible if something couldn’t be delivered, though with the tracking process things should at least be traceable.
  • Warranty
    • All products are covered by our 12-month warranty to cover component wear and tear.
    • Every product is tested to be fully functional in its purpose before shipment.
    • If however something happens during delivery or over time which makes the product non-functioning, you must let us know as soon as possible so that we can help diagnose and/or replace/refund. We also want to know of any problems that we can design out going forward, to improve the product’s performance.
    • If diagnosis reveals that the defect is as a result of our product being incorrectly handled/installed/used by you, then we bear no liability for this and, while we will assist you in resolving the problem, additional charges may be applicable for replacement or repair of products.
    • If diagnosis reveals failure of components within our products, we will discuss options for repair/replacement with you – at the end of the day, we want you to have a good experience with our products, so we’ll do all we can to support you.
  • Returns/Cancellations/Changes
    • If a product doesn’t work, please let us know so that we can help diagnose the problem. If remote diagnosis doesn’t solve the problem, we’ll refund or replace with no charge to yourself, once we receive back the product & can confirm it is indeed a fault with the product not with the end user.
    • If a product doesn’t work due to user action or because it’s unsuitable for the application, then we are under no obligation to refund/replace, however we will assist in diagnosing the issue and may agree to a compromise to help you solve your needs.
    • If the product is damaged due to damaged packaging, please refuse the delivery and let us know so that we can follow the claims process and get you another product sent.
    • If you change your mind, you may cancel the order within 24 hours, however we will charge you processing fees which are unavoidable.
    • If you want to change your order, please contact us and we can discuss the most efficient way of getting you what you want.
  • Contact
    • In all cases we would prefer to discuss any problems (or successes!) with you, so please do refer to the Contact Us page so that we can support you.
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