FAQs, TERMS & CONDITIONS

HOW TO CONTACT US
Email: sales@videoscene.co.uk

Telephone and Fax: 01253 738336 (2 lines)
We can be contacted by telephone from 9am - 5pm GMT, Monday to Friday.
A 24 hour answer machine is available outside these hours or if nobody is available.

Postal Address: We have two postal addresses which you can use to contact us. Our freepost address is simply FREEPOST VIDEOSCENE, or if you prefer you can use: VIDEOSCENE, PO BOX 243, LYTHAM ST ANNES, FY8 9DE.

The address FREEPOST VIDEOSCENE may seem strange but it is correct! Post Office staff sometimes say that this is not a valid addresss but we can assure you that it is. No postcode or any other further information is required for your letter to be delivered to us. In fact, if any other information is written on the envelope it can actually delay delivery to us. If you prefer, you can use our PO box address, although you will need to put a stamp on your envelope. Overseas customers should use the PO box address.

HOW TO ORDER
Order Online: The easiest way to order is with our shopping cart on our website, it is totally secure and very easy to use.

Order by Telephone-Fax: You can phone-fax your order through to us between 9am and 6pm daily. If you are in the UK call 01253 738336, if you are outside the UK call +44 (0) 1253 738336.

Order by Post: If you would prefer to post your order to us, you can send card details, cheques or postal orders payable to Videoscene. Our postal address is at the top of this page.

PAYMENT
You can pay by Visa, MasterCard, Electron, Delta, Maestro, Switch or Solo cards. To ensure that shopping on-line is secure, card payments are processed on our behalf by PayPal, and your card details are not passed on to us. You may also pay by cheque or postal order or PayPal. The prices displayed on the web site are in £GBP British pounds Sterling.

DELIVERY INFORMATION
UK Online-Telephone-Fax Orders: Orders received before 12noon are normally dispatched the same day or at least within 48 hours of it being placed subject to stock levels, Company closure and bank holidays. Please allow seven days after placing your order before contacting us to chase it up as most orders will arrive within that time.

UK Post Orders: Please allow about 10 working days for delivery. If there is going to be a delay for any reason we will inform you when you place your order.

Mailing Information: Within the UK we use the Royal Mail First Class service so your order is usually delivered by the second day after posting. Additional Royal Mail services are available to you at cost upon request, which are Recorded Delivery (which requires a signature on delivery) and Special Delivery (which guarantees next day delivery). We are also happy to write additional delivery information on your parcel such as "If no answer, leave next door" etc. Please contact us with any special requirements.

Problems: We rarely experience problems with Royal Mail deliveries, but obviously sometimes things do go wrong. If you do not receive your order within seven days please contact us so we can look into it. If you receive your order but it has been damaged en-route please tell us so we can replace the goods and arrange compensation with Royal Mail.

Overseas Orders: Orders are very welcome and are normally dispatched the same day or at least within 48 hours of it being placed subject to stock levels, Company closure and bank holidays. If there is going to be a delay for any reason we will inform you when you place your order. Airmail postage is calculated at checkout according to your location and the weight of your order. Royal Mail airmail delivery aims are as follows: Western Europe - 3 days following day of posting; Eastern Europe - 4 days following day of posting; Outside Europe - 5 days following day of posting. Customs, Taxes & Duties: You may be required to pay import duties and taxes which are levied once your order reaches your country. Additional charges for customs clearance are also your responsibility; we have no control over these charges. Customs policies vary widely from country to country; you should contact your local customs office for further information. In addition, when ordering, you are the importer for customs purposes and you must comply with all laws and regulations of the country in which you are receiving the goods.

CANCELLATION
Once you have placed your order you will be sent an email confirmation which gives all the details of your order. You can cancel from the day you placed the order up to 7 days after receiving the goods for any reason. Returning orders or items is at the consumers cost. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery. Please return the items to Videoscene, PO Box 243, Lytham St Annes, FY8 9DE. Please include the following information: your name and address, order number, reason for return and the date on which you received it. We will refund the full amount paid within 30 days.

RETURNS
We endeavour to supply only the highest quality products. However, if you are unhappy with a product in any way it can be returned to us within 28 days following these steps. Returning orders or items is at the consumers cost. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery. Please return the items to Videoscene, PO Box 243, Lytham St Annes, FY8 9DE. Please include the following information: your name and address, order number, reason for return and the date on which you received it.

FAULTY ITEMS
If an item is found to be faulty or not what you ordered, or for any other reason which is our fault, please contact us to arrange a return. If the goods are found to be faulty, a replacement will be sent. If the goods are not what you ordered, the correct goods will be sent.

DVD COMPATIBILTY
If you have trouble playing one of our DVDs, please telephone or email us to discuss the matter. Returning orders or items is at the consumers cost. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery. Please return the items to Videoscene, PO Box 243, Lytham St Annes, FY8 9DE. Please include the following information: your name and address, order number, reason for return and the date on which you received it. If you return a DVD which is found to be fault-free (ie. it plays perfectly in our Sony and Panasonic players) we will consider your machine incompatible with the DVD and will exchange it for goods of equal value. If any DVD is found to be faulty we will send a new copy of the same item and your return postage will be refunded.

PRIVACY POLICY
When you place an order we collect your name, e-mail address, mailing address and telephone number. We do not store any financial information. We may record which products you are interested in and which products you purchase. We also monitor customer traffic patterns and site use which enables us to improve the service we provide. This information is used to process orders and to provide a more personal shopping experience. If you have any question regarding our privacy policy please contact us using the details shown above.

We may use this information to very occasionally tell you about changes to our website and to let you know about our products or services. If you do not wish to receive this information, please send us an email to the address below. We do not sell, trade or rent your personal information to other companies.

SECURITY
When you place orders or access your account information, you are connected to our secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all information is collected lawfully and in accordance with the Data Protection Act 1988.

COOKIES
Cookies are alphanumeric identifiers that we transfer to your computers hard drive through your Web browser to enable our website to track items in your Shopping Basket and Permanent Cart. They also allow us to provide features such as personalised greetings. Cookies allow you to take full advantage of some of our most innovative and useful features and we recommend that you leave them turned on so you can take advantage of our many special features.

COPYRIGHT-TRADEMARKS-DATA PROTECTION
All content included on this site including but not limited to web site design, text, graphics, logos, and the selection and arrangement thereof are the property of Videoscene and are protected by UK and international copyright laws. All software used on this site is the property of Videoscene or its software suppliers and is protected by UK and international copyright laws. You may view, copy and print portions of our website for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose. We will use the information you provide and the records of items you buy to constantly monitor and improve our service and for marketing purposes in accordance with our Privacy Policy.

CONTRACT FOR THE SUPPLY OF GOODS
The display of goods on the Videoscene site amounts to an invitation to treat only and is not an offer to sell goods at any price indicated. No contract for the supply of goods will be deemed to exist between you and Videoscene unless, and until, an email is sent by Videoscene to you confirming that your order has been accepted. This confirmation e-mail amounts to an acceptance by Videoscene of your offer to buy goods from Videoscene and this acceptance is effective regardless of whether or not you receive the e-mail. Videoscene are free to withdraw from a prospective contract at any time prior to acceptance. This also applies in the case of any error or inaccuracy in respect of the goods, any description applied to the goods, the availability of the goods or the order itself.

GENERAL
We may change or withdraw any part of our website, or may refuse you access to the website at any time if we consider it necessary. These terms are governed by the laws of England and any disputes will be decided only by the courts of England. Our terms and conditions do not affect your statutory rights as a consumer.

COMMENTS / COMPLAINTS
If you have any comments about anything we do please contact us using the details above. We endeavour to respond to all complaints within two working days.