PayByFinance Orders

Once you have placed an order via PayByFinance it cannot be amended in any way due to the nature of the order. The price and items stated at the time of ordering will be applicable. You will be informed of stock and availability once the credit has been authorised by the finance company. The delivery options start once we have processed your order, RGB DIRECT is not responsible in anyway for any errors caused by PayByFinance

Goods cannot be collected and must be delivered to the home address as stated on the Finance application.

For further information contact us or click here. If you are placing a finance order please do not change your address on our website once you have submitted your details to PayByFinance as an admin charge may occur if you do so.

Payment Methods

We accept most major credit / debit cards. These include Visa, MasterCard,Maestro,Visa Delta,Visa Electron, Solo and Switch. We will require the cardholder's full details including name, address and telephone number as registered with the bank. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit / debit card has been properly received. Cheque or postal orders are accepted although we cannot despatch the goods until payment has been cleared which can take at least 14 working days. Ownership and title in the goods will only pass to the customer upon receipt of full payment.

Printing & Pricing Errors

We thrive on being very competitive with our prices, however human error can occur due to an error or omissions. If the price you have ordered the goods at is incorrect you will be informed and will have the right to cancel your order. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a refund to your credit card account to the value of the full amount deducted.

Accepting Orders & Security

Before we accept your order we may use the information you have given to us, or we already hold about you, or which we receive from any enquiry we may make to confirm your identity. This assists us to protect you and us from fraudulent transactions. More details of the steps we take to offer our customer's security can be found on the homepage and the checkout. We reserve the right to decline your order. In which case you will be contacted to seek an alternative payment method. Please note accessories for goods are only available when purchased with the main item.

Delivery

PLATINUM SERVICE
You can specify which day you would like to receive delivery (excluding Sundays and Bank Holidays)

SILVER SERVICE
Within 5 Working Days (excluding Weekends and Bank Holidays)

BRONZE SERVICE
Within 14 Working Days (excluding Weekends and Bank Holidays)

* RGB Direct will only deliver goods to the “CARDHOLDERS NAME AND ADDRESS”*.   Delivery prices quoted are for UK mainland delivery only excluding the Scottish Highlands. We reserve the right not to deliver certain items to certain areas due to their size/delicate nature. Please contact us prior to ordering for more details as an extra delivery charge may occur. This is calculated on our Website once your postcode has been entered. This mainly applies to all types of televisions or larger items.

If you live within one of the following postcode districts please email or telephone for a delivery quotation

•  AB, DD, IM, PA, PH, IV, KA, KW, HS, ML, EH, GY, G, KY, PO11/31/32/33/34/35/36/37/38/39/40/41, TR21, ZE, ZZ.

•  Please note we do not send goods outside of the UK, Northern Ireland or to BFPO addresses (Eire included) and some other remote areas of Scotland.

The majority of our deliveries are made within 3-5 working days but please allow up to 10 working days.  Express Delivery (24hr/48hr) Is Available At An Additional Cost. Manufacturers direct deliveries can take up to 14 days.

•  *“Working days” means all days other than Saturdays, Sundays and public holidays *.

There are occasions where the demand on certain products outstrips supply, in these cases delivery may take up to a maximum of 30 days. If this problem arises, RGB Direct will contact you to update you on the progress of your order. Orders will be delivered on our behalf by one of our couriers and made between 8.00am - 6.00pm Monday - Friday. If a specific day delivery is required (e.g. Saturday) we may be able to arrange this for you but at an extra cost.

Our courier company are not insured to enter your house/premises and will therefore require your help (or other recipient) in handling any order in excess of 25kgs (generally televisions). Our Couriers will only deliver goods to ground floor. Please note that we are depending on third party couriers for delivery of your goods. We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods if not caused by us. This relates solely to the delivery aspect of providing goods.

In the unlikely event that your product appears lost or is damaged in transit please contact us immediately via email, service@rgbdirect.co.uk, or telephone the service dept on 020 8478 1444.We suggest you keep your original packaging in case you have any reason to return your purchase (see faulty or damaged goods below). The reason for this is couriers will not pick up items unless they are packed adequately in the original packaging. Alternative packaging will be sufficient as long as it provides the same protection to the goods. However, we strongly advise you use the original packaging.

When returning goods to the manufacturers they also insist on products being returned with all the original packaging otherwise they may reject the product. This will limit the amount of damage a product could endure through transportation. * The customer who has ordered the goods must sign for all goods on delivery*. If a delay of more than 30 days occurs, the consumer will be notified by us of the expected delivery date, however they may cancel the order and we will refund any money paid by the customer for the goods should the new delivery date be unacceptable.

If a delivery attempt has failed, other than the Couriers error, a failed delivery charge will occur. This is excluded if goods are refused, as there were obvious signs of damage through transit. This does not affect the consumer's statutory rights.

Please note if goods are not received within 5 working days of the goods being despatched you must notify RGB Direct within this time period. This is purely for security purposes to protect us and indeed the customer directly. * On certain deliveries we may ask for a manual verification swipe of your Credit / Debit card which was used for purchase *. This is purely for Security reasons.

The customer must ensure that for all deliveries that there is a clear unrestricted passage for products to pass through. Heavy bulky goods such as a fridge freezer or washing machine will only be delivered to the first entry point of the premises.   Goods will not be passed through your residence/business unless there is clear  access and the customer agrees that there is no liability held against the retailer for any walls/floors or fixtures or fittings that may be damaged. You can request the delivery drivers to assist you to move the goods to the point of rest at your own risk.

Please note that if you select a scrappage option your old appliance must be fully emptied, disconnected and defrosted. We will not be held liable for any damages leaks and spillages caused from the scrappage appliance upon removal from the premises.

Please note that deliveries once booked cannot be changed, any cancelation, failed or refused delivery will incur a re-delivery charge. All items will be delivered to the GROUND FLOOR only.

We're sorry that adverse weather conditions may affect our delivery service.

Shortages

It is the customer's responsibility to sign for all packages as shown on the delivery consignment note. Any missing packages must be noted on the same consignment note before the driver leaves. It will be the customer's responsibility to notify RGB Direct of any shortages within 3 days of delivery.

Incorrect Goods

Any incorrect goods received must be notified to RGB Direct immediately. This would enable us to rectify the problem quickly and efficiently.

Non-Deliveries

RGB Direct will not accept liability for goods lost in transit unless notified within 5 days from the expected delivery date , we will allow 7 working day from the date of reporting for all searches to be completed if any goods in transit are reported as missing / lost or are miss-sorted .

Damage in transit

The guarantee excludes faults caused by accident, neglect or misuse by the consumer. If goods arrive in a damaged or unsatisfactory condition you must make a note on the couriers delivery consignment note. You don't have to open the item to inspect the goods inside. This applies to visual damage that can be seen on the outside only, you must sign the goods as unchecked unless the goods have been inspected as received in good condition before the carriers leave.

It will be your responsibility to inform us of any damages within 3 days of receipt of goods, as we need to inform the couriers used. Couriers will not accept claims made after 3 days. If goods returned under this clause are found to be perfect and in full working order they will be returned to you and an administration fee will be charged along with the cost of carriage to your credit card account.  This does not affect your statutory rights as a consumer.

Product Guarantee

The manufacturer guarantees all purchases for a period of 12 months, unless stated, from date of invoice. The guarantee excludes faults caused by accident, neglect or misuse by the customer. In addition, routine maintenance (cleaning of dirty audio/video heads etc), consumables (styli, plug fuses, cables, batteries, etc), cosmetic damage and tuning of channels is not covered.  The full cost of service will be charged if no fault is found with your product. You do have the right to have an independent expert assess your goods if you feel this is necessary.

The customer is responsible for returning any goods at their own expense. Damaged or faulty goods on arrival are excluded from this. If your product should fail within this period, our customer services department will arrange for repair by the manufacturer's authorised service agents.

Service Department Tel: 0208 478 1444 Monday - Saturday 9.30am to 5.00pm.

Extended Warranty (Domestic & General)

For your peace of mind, we offer good value Extended warranties from Domestic & General Repair Protection plan for a total of up to 5 years protection. The price range for these warranties can be found on our product pages and an added benefit is the inclusion of damage caused by accidents. Domestic & General are specialists in extended warranties and have over 6 million plan holders. Click here for D&G's Full terms and conditions.

Modified DVD Players

Our Modified DVD players are compatible with most DVD titles currently sold. However due to the vast variation of formatting/finalising discs, we cannot guarantee all types of discs will be compatible. Any new software may need further modification for which an additional charge will be made . Please note that all Multi region blu-ray players are only able to play normal multi region DVD discs *not Multi Region Blu-ray discs.

Freeview (Digital)

It is your responsibility to check that a digital TV or product featuring Freeview that you wish to purchase is compatible in your area. For more information check www.freeview.co.uk.

Cancellation & Returns

If you wish to cancel your order prior to despatch, you must email us first at info@rgbdirect.co.uk and wait for a cancellation email. You can cancel your purchase within 7 working days after receipt of the goods provided the product is in a satisfactory condition and all the original contents are enclosed (See 'Delivery' for packaging). Returned goods not complying with this will be rejected. Please note that if you cancel an order, which has been processed and dispatched, you will be refunded the value of the goods less the return costs. However if you have received the goods and still wish to cancel or return, then please see collections. The 7-day period does not start until the day after receipt of the goods by the customer. Monies will only be refunded once we have received the returned goods, this may take up to a maximum of 14 working days.

RGB Direct will not accept cancellation of any orders where the item(s) purchased are not normally held in stock but have been specifically ordered at the request of the customer.

Collections

Please note that there is no fixed charge for collections as this is very much dependant on size, distance and type of the goods. Please call customer services on 0208 478 1444 for a collection quote. Alternatively you may choose your own form of insured return at your own cost.

Refunds

Full refund of the cost of the goods will be given upon the above conditions being met and the refund will be authorised only after a full inspection of the goods by our Returns department, who will check if all the correct products have been returned with the correct accessories and their condition. Any missing accessories will be deducted from the refund.

Promotions

Exclusive Opening Offers
Please note that our exclusive opening offers can not be used in conjuction with any other offer or promotions.

RGB Direct Price Policy

At RGB Direct, we continually monitor our prices to keep ahead of our competitors.  This takes time due to prices changing constantly and it is therefore impractical for us to always offer the best prices.  However, if you find the same product cheaper, supplied by a UK authorised dealer, brand new, boxed and in stock, we will endeavour to beat their price prior to purchase.  This excludes any grey imports.

Data Protection Act

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not pass your e-mail address to other trusted traders unless you agree.

The type of information we will collect about you includes:

· Your name

· Address

· Phone number

· Email address

· Credit/debit card details

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, please email us to info@rgbdirect.co.uk.

Complaints

It is always our intention to provide a high level of customer service, however, sometimes mistakes can occur. We will do our utmost to rectify the problem quickly and efficiently.

We take complaints very seriously indeed. If you do wish to complain then please email us to complaints@rgbdirect.co.uk .We will acknowledge your complaint within 5 working days.

Alternatively write to us at:

Complaints Dept.
RGB Direct
543-549 High Road
Ilford , Essex IG1 1TZ
Fax:0208 924 0114
VAT No. 542 4521 66

Last updated 13th December 2010