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FAQs/Terms & Conditions

Terms and Conditions Optional Extra’s

Q. Can I add my name/logo?
A. Sorry, no simple yes or no answer to this one. This is very much dependant on the product you are buying. Options include silk screen printing, laser printing, foil blocking, blind embossing, embroidered labels, adhesive labels, domed badges and etched or engraved badges. To find out which options are suitable for branding the product you have chosen contact us and we will be happy to discuss the options with you.

Q. Can you supply an insert to protect/hold my products place?
A. Yes we can supply a variety of inserts either as plain foam blanks, egg box/profile foam inserts or pick and pluck foam inserts. Alternatively if you want a more precise customised interior please click here to view (link through to interiors page) our foam inserts/custom interiors section were you can find the full internal customised options. These options include routed plastazote, die cut polyether foam, nylon topped foam, product boards with pockets or elasticated loops or vaccum formed trays/inserts.

Costs and Payment
Q. Why are there different prices depending on the quantity I buy for some products and not for others?
A. Simple! We work out the best possible price we can and include delivery costs. For most items this makes us able to offer a discount on multiples as we can combine and reduce delivery costs. On some larger items it is not possible to combine items due to carrier carton or pallet restrictions on sizes in this case the price will appear the same for example the price for 1 piece will be the same as for 4 pieces.

Q. What is POA?
A. There are some instances where carriage cannot be calculated due to us requiring the destination address to be able to cost the delivery. POA stands for price on application – in other words give us a call or drop us an email and let us know how many of which item and the delivery address and we will be able to work out the best possible price for you!

Q. I want a larger quantity than it shows online, how much will it be?
A. Again this depends on the item chosen, just call us or send us an email with the item reference the quantity required and also include the delivery address and we will produce a no obligation quotation for you.

Q. Will I have to pay VAT?
A. All prices indicate in the items description whether the price is inclusive or exclusive of VAT – the VAT to be added is shown clearly beside each product if the price is exclusive of VAT.  Generally our prices are shown as VAT included on luggage products on the site and plus VAT on all other products.  VAT is charged at the current revised rate of 20% and is added to the nett cost at the checkout.

Q. Can I place my order and pay any other way other than via the website?
A. By all means, we accept orders via the telephone, by fax, by post and via email. As well as accepting most major credit or debit cards we can also accept payment via bacs transfer, by cheque or in cash.

Your Order
Q. Do I get confirmation of my order?
A. Yes you do, an automatically generated email will be sent when you order is placed, you can print this confirmation for use as a VAT invoice.

Q What happens if my order is not in stock?
A. If for any reason the item you have ordered is not in stock, we will place the order on back order for you and contact you either by telephone or email with the option to cancel the order if you do not wish to wait. We require the cancellation by email or fax by return.

Q. Will you substitute my order if a product is out of stock?
A. Not without consulting you, in the event we do not have stock of the item you have ordered we will contact you to discuss alternative options.

Q. I am not located in the UK mainland can I still buy from you?
A. Yes you can let us know the product you are interested in the quantity you require and the delivery address and we will produce a no obligation quotation for you.

Delivery
Q. Is delivery included?
A. Yes….all of the prices stated on the web site include delivery within 2-5 days on stock items, if stock is not available you will be contacted and advised of the current lead time on your order. Couriers deliver between 8.00 am and 5.30 pm Monday to Friday and the consignment will need to be signed for. The prices on our website include delivery to one UK mainland address with some exceptions with the Scottish Highlands and Islands. In the event you require a delivery in these areas and there is any difference in shipping costs we will contact immediately and advise of the difference. You will of course have the option not to proceed with the order if you do not find the cost acceptable.

Q. What about if I order accessories only?
If you place an order for an accessory only i.e a foam, a lock or panel frame for example then a carriage surcharge will apply as the delivery costs are built into the case costs.  We will of course inform you of this cost once we know what the order will consist of and the delivery address.

Q. Can I upgrade my delivery to get my order faster?
A. If you need your item urgently please call us to see if we are able to meet your delivery requirement. We always try to meet these requests if at all possible, however additional costs may be applicable. If additional costs are involved you will be advised of these when you speak to one of our representatives, theses costs are always kept to a minimum.

Q. What happens if I am not in when my goods are delivered?
A. If you are not in when the courier attempts delivery you will be left a card to tell you that you have missed an attempted delivery, the card will tell you the next step to arrange either the collection or redelivery of your consignment. If this process is repeated and no-one is available for the second attempt a charge may be applied, in this instance you will be advised. Couriers deliver between 9.00 am and 5.30 pm Monday to Friday.

Q. Can I collect my item?
A. Of course, opening hours are 8.30-5.00 Monday – Thursday, 8.30 – 2.00 on a Friday, OK hands ups we sometimes sneak off 5 minutes early to try and avoid some of the traffic, so don’t leave it until 4.59 you may miss us!

Q. My order has not arrived?
A. If you order has not arrived please contact us and we will be happy to look into tracing your consignment for you.

Cancellation or Returns
Q. Can I cancel my order?
A. In compliance with distance selling regulations you are entitled to cancel your order within 14 days of the order being placed. In the event you choose to cancel your order and the goods have not been despatched to you, your refund will be in full. If the goods have been despatched/delivered we reserve the right to recover from your refund any costs incurred in relation to the order up to the time of cancellation – you will be advised of these costs prior to the partial refund being made. If the goods are in your possession you will need to return these to us in the full original packaging and with all paperwork within this 14 day period at your cost.

Q. The item I brought is not suitable can I return or exchange it?
A. Should you receive your item and find it not suitable for any reason other than due to damage, let us know immediately and return the goods within 14 days at your cost in the full original packaging and with all the paperwork sent alongside the goods. Please also include a note as to why the goods are being returned, failure to include this will result in a delay in turn return being dealt with. We will acknowledge receipt of the item and contact is arrange a refund/replacement. Again we reserve the right to recover from your refund any costs incurred in the original delivery of the goods is reserved, you will be advised of any such costs which are involved.

Q. How and when will I get my refund?
A. Your refund will be by the same method you originally paid by and will be processed once goods have been received back to stock and any deductive costs have been discussed and agreed.

Q. What about my statutory rights?
A. All of these terms and conditions in no way affect your statutory rights as a UK consumer.

Q. There is an error on your site, who do I tell?
A. Call the office or drop us an email info@potpacs.co.uk and we will get it amended, although perfection is our goal excellence will have to do for now!

General
Q. If I have a recommendation or complaint what do I do?
A. Answer on a post card to PO Box…. No seriously give us a call or send us an email, we will do our best to help.

Q. What are your full company details?
A. Our full details are as follows:

PottertonPacs Ltd, 103 Coleman Road, Leicester, LE5 4LE       Tel 0116 2767562    Fax 0116 2460445
Email info@potpacs.co.uk
Vat No. GB 132 9418 18          Registered Company Name PottertonPacs Limited     Company Registration Number 7938336
 

 Privacy Policy

1.   INTRODUCTION  
This privacy notice provides you with details of how we collect and process your personal data through your use of our site.  By providing us with your data, you warrant to us that you are over 13 years of age.  PottertonPacs Ltd is the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).
Full Contact Details are displayed above.  It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us at info@potpacs.co.uk, via post at the address above.  We also supply you with the opportunity to change your preferences or unsubscribe in all of our marketing emails.
 
2.  WHAT DATA DO WE COLLECT ABOUT YOU, FOR WHAT PURPOSE AND ON WHAT GROUND WE PROCESS IT 
Personal data means any information capable of identifying an individual. It does not include anonymised data.
We may process the following categories of personal data about you:

  • Communication Data that includes any communication that you send to us whether that be through the contact form on our website, through email, text, social media messaging, social media posting or any other communication that you send us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.

  • Customer Data that includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address email address, phone number, contact details, purchase details and your card details. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.

  • User Data that includes data about how you use our website and any online services together with any data that you post for publication on our website or through other online services. We process this data to operate our website and ensure relevant content is provided to you, to ensure the security of our website, to maintain back- ups of our website and/or databases and to enable publication and administration of our website, other online services and business. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business.

  • Technical Data that includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. The source of this data is from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our advertising.  Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business and to grow our business and to decide our marketing strategy.

  • Marketing Data that includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws and free give-aways, to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising.  Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.

  • We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business).

Sensitive Data 
We do not collect any Sensitive Data about you. Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not collect any information about criminal convictions and offences.
Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.  We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at info@potpacs.co.uk. In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.  We may process your personal data without your knowledge or consent where this is required or permitted by law.   We do not carry out automated decision making or any type of automated profiling.  
 
3.  HOW WE COLLECT YOUR PERSONAL DATA
We may collect data about you by you providing the data directly to us (for example by filling in forms on our site, by sending us emails or from your requesting details from a trade show). We may automatically collect certain data from you as you use our website by using cookies and similar technologies.
We may receive data from third parties such as analytics providers such as Google based outside the EU, advertising networks such as Facebook based outside the EU, such as search information providers such as Google based outside the EU, providers of technical, payment and delivery services, such as data brokers or aggregators.
 We may also receive data from publicly availably sources such as Companies House and the Electoral Register based inside the EU.
  
4. MARKETING COMMUNICATIONS  
Our lawful ground of processing your personal data to send you marketing communications is either your consent or our legitimate interests (namely to grow our business).
Under the Privacy and Electronic Communications Regulations, we may send you marketing communications from us if (i) you made a purchase or asked for information from us about our goods or services or (ii) you agreed to receive marketing communications and in each case you have not opted out of receiving such communications since. Under these regulations, if you are a limited company, we may send you marketing emails without your consent. However you can still opt out of receiving marketing emails from us at any time.  Before we share your personal data with any third party for their own marketing purposes we will get your express consent. You can ask us or third parties to stop sending you marketing messages at any time [by logging into the website and checking or unchecking relevant boxes to adjust your marketing preferences] OR [by following the opt-out links on any marketing message sent to you or] OR [by emailing us at info@potpacs.co.uk at any time].
If you opt out of receiving marketing communications this opt-out does not apply to personal data provided as a result of other transactions, such as purchases, warranty registrations etc. 
 
5.  DISCLOSURES OF YOUR PERSONAL DATA  
We may have to share your personal data with the parties set out below:
Service providers who provide IT and system administration services.  Professional advisers including lawyers, bankers, auditors and insurers.  Government bodies that require us to report processing activities.Third parties to whom we sell, transfer, or merge parts of our business or our assets.  We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.
 
6.  INTERNATIONAL TRANSFERS    
Countries outside of the European Economic Area (EEA) do not always offer the same levels of protection to your personal data, so European law has prohibited transfers of personal data outside of the EEA unless the transfer meets certain criteria.  Many of our third parties service providers are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.  Whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of security of data by ensuring at least one of the following safeguards is in place:   
We will only transfer your personal data to countries that the European Commission have approved as providing an adequate level of protection for personal data by; or
Where we use certain service providers, we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe; or
If we use US-based providers that are part of EU-US Privacy Shield, we may transfer data to them, as they have equivalent safeguards in place.If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time. 

7.  DATA SECURITY   
We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those employees and partners who have a business need to know such data. They will only process your personal data on our instructions and they must keep it confidential.
We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.
  
8.  DATA RETENTION  
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
When deciding what the correct time is to keep the data for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.  For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.  In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
 
9.  YOUR LEGAL RIGHTS  
Under data protection laws you have rights in relation to your personal data that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.
 
You can see more about these rights at:
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
If you wish to exercise any of the rights set out above, please email us at info@potpacs.co.uk  You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.  We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.  If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.
 
10. THIRD-PARTY LINKS   
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.