Terms and Conditions
1.1 When the following words with capital letters are used in these Terms, this is what they will mean:
Charges: the price for the Services as set out in the Portal
Collection Centre: the location where you are to take your Parcel as set out in the Portal.
Correctly Packaged: means a Parcel that is packaged in accordance with the Retailer’s specifications as set out in the Portal
Dangerous Goods: means any goods which are considered dangerous by regulatory bodies governing transport by road and any goods which We or our subcontractors are not otherwise entitled to transport.
Event Outside Our Control: is defined in clause 7.
Illegal Goods: means goods prohibited to be imported, exported, carried and/or used by the law or regulation of any government or public or local authority of any country where the goods are to be carried, stored or transported
Order: your order for the Services submitted via the Portal;
Order Confirmation: an email from Us to you confirming your Order;
Parcel: the parcel containing the goods you ordered from the Retailer;
Portal: the online return portal you log on to in order to place your Order;
Restricted Items: means tobacco products, works of art, jewellery, glass, precious metals, antiques, non-food animal products, furs or any other valuables, wines, beer, spirits, living or dead animals, fish, birds or any other living organism of any type, frozen or perishable food or other perishable items, perfume or cologne (in a total volume in the same Parcel of more than 100ml which will be carried by air), counterfeit goods, real or imitation firearms or other weapons, any Parcels which are over one metre in length (or which have any side over one metre in length) and any other items which We list as a restricted item on the Portal.
Retailer: means the retailer from whom the original purchase was made
Return Label: the return label made available by Us to You via the Portal once your Order has been accepted;
Services: the services that We are providing to you to return your Parcel to the Retailer;
Terms: the terms and conditions set out in this document; and
We/Our/Us: TSB Returns Limited a company registered in England and Wales under company number 09042725 and VAT number 200932158 whose registered office is c/o DPC, Vernon Road, Stoke-on-Trent, Staffordshire, England ST4 2QY trading as ReBOUND.
1.2 When We use the words "writing" or "written" in these Terms, this will include e-mail unless We say otherwise.
2. Our contract with you
2.1 These are the terms and conditions on which We supply the Services to you.
2.2 Please ensure that you read these Terms carefully, and check that the details on the Order and in these Terms are complete and accurate, before you and submit the Order. If you think that there is a mistake, please contact Us to discuss.
2.3 These Terms will become binding on you and Us when we issue an Order Confirmation and provide you with a downloadable Return Label at which point a contract will come into existence between you and Us.
2.4 We shall assign an order tracking number to the Order which will be shown on the Return Label. Please quote the order tracking
3. Order Process
3.1 You place an Order by:
(b) If applicable, submitting your credit [or debit] card details for payment of the Charges
3.2 We will confirm your Order by:
(b) providing you with a confirmation screen on the Portal.
3.3 Once you receive the Order Confirmation you need to:
(b) ensure that the Parcel is Correctly Packaged;
(c) attach the Return Label securely to the Parcel;
(d) drop the Parcel at the Collection Centre;
(e) obtain a receipt for the Parcel at the Collection Centre.
3.4 We are not able to supply you with the Services unless you have complied with the requirements of clause 3.3 above.
3.5 We reserve the right to reject a Parcel
3.6 We do not provide the Services for and reserve the right to reject a Parcel that contains any of the following items:
(b) hazardous goods; or
(c) flammable goods; or
(d) Illegal goods.
3.7 If you wish to use the Services to return Restricted Items you must obtain our prior written consent
3.8 You must drop the Parcel off at the Collection Centre within 14 days of receipt of the Order Confirmation as the Return Label will expire after that date.
3.9 You can choose to cancel the Order within 14 days of receipt of the Order Confirmation provided that we have not supplied the Services to you.
4. Providing services
4.1 We will supply the Services to you using reasonable care and skill.
4.2 We shall endeavour to meet the timeframes stipulated in an Order but any such timeframes shall be estimates only and time shall not be of the essence in performance of the Services
4.3 We may perform the Services ourselves or We may sub-contract part or all of the Services
4.4 You acknowledge that We provide a service for the transport of goods with a specified timeframe for delivery, therefore you do not have a right to cancel the Order under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 (Regulation 28(1)(h)). This does not affect your rights under clause 8.
5. Price and payment
5.1 The Charges are set out on the Portal and are inclusive of all applicable taxes.
5.2 If applicable, payment for the Services is required upon completion of your Order by credit [or debit] card.
5.3 If applicable, please note that on your credit card [/bank] statement you will see the Charges are payable to TSB Returns Limited as we are the company providing you with the Services not the Retailer.
6. Our liability to you
6.1 If We fail to comply with these Terms, We are responsible for loss or damage you suffer that is a foreseeable result of Our breach of the Terms or Our negligence, but We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and Us at the time we entered into this contract.
6.2 We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
6.3 We do not exclude or limit in any way Our liability for:
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
(d) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 description, satisfactory quality, fitness for purpose and samples); and
(e) defective products under the Consumer Protection Act 1987.
7. Events Outside Our Control
7.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.
7.2 An Event Outside Our Control means any act or event beyond Our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
7.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
(b) Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects Our performance of Services to you, We will restart the Services as soon as reasonably possible after the Event Outside Our Control is over
7.4 You may cancel the contract if an Event Outside Our Control takes place and you no longer wish Us to provide the Services. We will only cancel the contract if the Event Outside Our Control continues for longer than 8 weeks.
8.1 We shall only offer you a refund of the Charges if:
(b) You cancel an Order if there is an Event Outside Our Control (clause 7.4); or
(c) We cancel the Order if there is an Event Outside Our Control (clause 7.4)
8.2 We shall not offer you a refund of the Charges where:
(b) You do not complete the Order within 14 days of receipt of the Order Confirmation (clause 3.7);
(c) We reject a parcel because it is not Correctly packaged and/or does not contain a valid Return Label (clause 3.5).
9. Information about us and how to contact us
9.1 We are a company registered in England and Wales. Our company registration number is 09042725 and VAT number 200932158. Our registered office is c/o DPC, Vernon Road, Stoke-on-Trent, Staffordshire ST4 2QY UNITED KINGDOM.
9.2 If you have any questions or if you have any complaints, please contact Us. You can contact Us by e-mailing Us at email@example.com
9.3 If you wish to contact Us in writing you can send this to Us by e-mail, by hand, or by pre-paid post to TSB Returns Ltd, Grosvenor House, Central Park, Telford, Shropshire TF2 9TW, UNITED KINGDOM. We will confirm receipt of this by contacting you in writing. If We have to contact you or give you notice in writing, We will do so by e-mail, by hand, or by pre-paid post to the address you provide to Us in the Order.
10. How we may use your personal information
10.1 We will use the personal information you provide to Us to:
(b) process your payment for such Services; and
(c) inform you about similar products or services that We provide, but you may stop receiving these at any time by contacting Us
10.2 You agree that We may pass your personal information to credit reference agencies and that they may keep a record of any search that they do
10.3 We will not give your personal data to any third party, other than the retailer and courier providing the transport method that You have chosen, if necessary to perform the transportation service
11. Other important terms
11.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
11.2 This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
11.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
11.4 If We fail to insist that you perform any of your obligations under these Terms, or if We do not enforce Our rights against you, or if We delay in doing so, that will not mean that We have waived Our rights against you and will not mean that you do not have to comply with those obligations. If We do waive a default by you, We will only do so in writing, and that will not mean that We will automatically waive any later default by you.
11.5 These Terms are governed by English law. You and We both agree to submit to the non-exclusive jurisdiction of the English courts.
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