Help and FAQs

We want you to enjoy your shopping experience with us. In this page we have put together the answers to the most commonly asked questions so that you can rest assured that shopping with us will be safe, secure and problem free.

Testimonials

Our Customers Feedback

Security

Verifying Who We Are
Security of your Personal Information
Security of your Credit Card Information

Ordering

Ordering by Post
Ordering by Telephone

Payment

Alternative Payment Methods
Inclusive Pricing Policy
Credit card billing
VAT Exemption

Delivery

Inclusive Pricing Policy
Delivery Area
Delivery Outside of the UK
Delivery Services
Delivery Time
Arranging Specific Delivery Dates
Express Delivery Service
If Delivery fails due to no-one being in to sign for goods
Insurance for Damage in Transit

Returns

Returning a Faulty Item for Exchange
Returning a Faulty Item for Refund
Returning an item if you are not happy with it
Our Policy for Return Postage Costs

Privacy

Privacy Policy
Our Policy on Passing Customer Details to Third Parties
Anti-Spam Policy

Cancellation

How to Cancel Your Order
Your rights under the Distance Selling Regulations

WEEE

Disposal of Waste Electrical and Electronic Equipment

Complaints

Registering a Complaint

Company Registration Details

Registered Office

Copyright

Copyright Notice

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Our Customers Feedback

We have many thousands of satisfied customers, many of whom see fit to write to us praising one or more aspects of our service.  You can read some of their comments by clicking here.

Verifying Who We Are

We are: Savers UK Limited
Address: Unit 11 Kempton Gate Business Centre, Oldfield Road, Hampton, TW12 2AF
Company Number: 4148098 (Trading Since January 2001)
VAT Registration Number: 776768459
Phone Number: 020 8487 0011

The web sites we currently sell through are:

MiniCoolers, BodyToners, PrimeLeisure, Gadgeteers, OutdoorAccessories, ShaverSavers, MiniTools, BrighterLight, TheGardenGame, PuzzledUp, ElectricSavers.

When you enter our secure checkout, the address bar of your browser (or a portion of it) will turn green to indicate that we have been granted an Extended Validation Secure Server Certificate (EV SSL) by a trusted Certificate Authority (Comodo Group).

You can read more about these EV SSL certificates and the extra level of security this gives you here:

http://www.microsoft.com/windows/products/winfamily/ie/ev/default.mspx

Security of your Personal Information

We take security of your personal information very seriously.  To purchase through our web sites, you are not required to register with us, or log in.  We do not hold any data about any of our customers in a place that can be accessed through any web site.

Security of your Credit Card Information

We take security of your credit card information very seriously.  Our Secure Server uses the latest Extended Validation Secure Server Certificate to ensure that your personal and credit card details remain secured at all times by the use of an encrypted SSL connection.

Ordering by Post

If you wish to send your order by post, you can click here for an order form that you can print.

Please send your order to:

Savers UK Ltd.
Unit 11, Kempton Gate Business Centre
Oldfield Road
Hampton
Middlesex
TW12 2AF

Ordering by Telephone

Our sales staff can be reached on 0208 487 0011 during normal business hours.

Alternative Payment Methods

We accept Mastercard, Visa, Switch/Maestro, Solo and Connect cards.

Alternatively you can pay by Cheque or Postal Order (made payable to Savers UK Ltd.), please see Ordering by Post.

Inclusive Pricing Policy

All of our prices are inclusive of VAT and UK delivery.

Credit Card Billing

The transaction will show up on your credit card statement as "Savers UK Ltd."

VAT Exemption

We are a UK retailer and all purchases from our web site are subject to VAT at UK rates.  All prices shown include this amount.

We get occasional requests from customers in the Channel Islands asking us to sell to them VAT free.  The Channel Islands is not a part of the EC, and although it is certainly possible for a UK business to ship to the Channel Islands without VAT, it is required that they obtain and keep proof of export so as not to be charged VAT by UK Customs at a later date.  This process currently involves significant additional costs, and hence we are unable offer VAT free sales at this time.

Delivery Area

We use Royal Mail for all items under 2Kg in weight, they deliver to the whole of the UK plus the Channel Islands and the Isle of Man.  Royal Mail also deliver to BFPO addresses.

For items over 2Kg, we use a courier service.  In a few circumstances we may need to make an additional charge for deliveries outside of mainland UK and to the north of Scotland.  If this is the case, we will contact you to check this is OK once your order has been received.  Please note that any additional delivery charges we agree with you are non-refundable in the event of an item being returned for any reason other than because of a mistake on our part.

Delivery Outside of the UK

We can despatch items for delivery outside of the UK with the following restrictions:

We do not currently despatch any mains powered devices due to the fitted UK plugs.
We do not despatch any items weighing over 2Kg (except to Ireland) as the delivery cost is too high.
We use Airmail postal services and delivery time is normally 3 to 6 working days.
The charge for this service is £4.50 per order (6 for orders over 50).
All transactions are in UK Pounds and the exchange rate you receive will be that offered by your credit card company.
Goods can only be despatched to the address to which your credit/debit card is registered.

Provided that your basket contains only items that we ship outside of the UK, the additional countries we currently ship to will be given as an option during the checkout process.  Please contact us if your country is not listed and we'll see what we can do.

Delivery services

We use Royal Mail 1st class post for all items under 2Kg in weight.  Items over 2Kg are despatched by courier.  If you have a specific delivery request then please contact us and we will try to accommodate your wishes.  Any increase in delivery cost will be charged to you at cost and we will quote you for this before final agreement.

Delivery time

When using our free delivery service, delivery time is normally 1 to 5 working days.

Although we make every effort to despatch orders promptly, neither we or the Royal Mail will guarantee to meet any delivery timescales unless you use our express delivery service option (see below).

Arranging Specific Delivery Dates

We normally use Royal Mail or a Courier Service and delivery will be by their normal rounds.  These are not guaranteed services and we cannot therefore give a specific delivery date.  If you require an item urgently, or need delivery on a specific date, please see our express delivery service option below.

Express Delivery Service

This service is not available via our web site for a specific reason.  If you need an item urgently, this requires a two way communication to ensure that firstly we have immediate available stock, secondly we are aware of your actual delivery timescale so that we can let you know if we are able to meet it (so you have time to try elsewhere if we can't) and most importantly so that we can prioritise your order if necessary to ensure the delivery timescale is met.

In general, we can despatch items using a guaranteed next working day delivery service for an additional 4.50.  This means that if you order before 3pm, you will have the item in your hands the following working day.  Please contact us if you require this option.  This service is only available for UK deliveries.

If Delivery fails due to no-one being in to sign for goods

You will need to sign for the majority of items despatched by us.  If you are not in when the Postman or Courier calls to deliver, they will leave a card which will inform you of how to arrange collection or re-delivery of the item.  It is important that you contact their office as soon as possible (and in any case, within 3 days).  If the item ends up requiring re-delivery, we may charge for the postage required to re-despatch the item to you (though only at cost).

Insurance for damage in transit

All items we despatch are insured against damage in transit.  However, you must inform us of any damage immediately so that we can claim on our courier or the Royal Mail.  In general, we have 3 working days from the date of delivery to let our carriers know about a claim and so you must let us know well before this deadline so that we can put together our case.  If you do not let us know in a timely manner, please bear in mind that in most cases you will have signed for the goods being received in good condition.

Returning a Faulty Item for Exchange

All finished goods sold by us are covered by a 12 month return to base warranty.  This warranty does not include spares, or parts which require regular replacement due to normal wear and tear.  Please contact us before returning goods.

Returning a Faulty Item for Refund

If the fault develops within 14 days of purchase then we will, at your request, refund the full purchase price.  Please contact us before returning goods.

Returning an Item if you are not happy with it

We operate a 14 day no quibble returns policy.  All we ask is that the goods are in an unused re-saleable condition, with all packaging intact, and any hygiene seals have not been removed.  We will refund the full purchase price of the goods.  Please contact us before returning goods.

Our Policy for Return Postage Costs

If you return a faulty item within 28 days of receipt then we will, at your request, refund your postage costs up to an amount equivalent to either First Class mail, or the Royal Mail Standard Parcels service, both of these services can be obtained from your local post office.  Please ask when you contact us about your return if you would like to know the approximate cost of returning an item.  We cannot be held responsible for returned items that do not arrive with us.  We will not refund postage where goods are being returned for any reason other than them being faulty, or that a mistake has been made by us, either in the fulfilment of your order, or the description of the goods.  Please do not delay in returning goods to us even if you have contacted us about the return, we will not refund postage where items have not been posted back to us within 28 days of receipt.  You must contact us before returning goods.

Privacy Policy

The details you supply are used only to process your order, and contact you should we have any problems in relation to it.  If you allow us, we will keep your contact details on file to inform you of any significant enhancements to our product range and any special promotions we may be running.  We promise that we will not mail you more often than once every three months.

If, at any time, you would like to be removed from our mailing list, please inform us of the address on which you are receiving mail either by e-mail, phone, or letter and we will remove your address from our list without delay.

Our Policy on Passing Customer Details to Third Parties

We will never pass your details to other parties unless required to do so by law.

Anti-Spam Policy

Our rules on spam are strict.  We ourselves suffer from enormous amounts of spam on a daily basis and this is making effective communication increasingly difficult.  We have a quarterly newsletter which we would like to send you, but you have the option of not participating when you place your order, or dropping out at a later date.  If you ask us not to contact you, then we will not.  Not now, not tomorrow or at any time in the future.

How to Cancel your Order

Please contact us as soon as possible.  If you wait until the goods are despatched then you will be responsible for the cost of return postage.

Your Rights under the Distance Selling Regulations

If you are a Consumer (i.e. you are not operating as a business), then the Distance Selling Regulations give you the right to cancel your order up to 7 working days starting from the day after it has been received.  If you wish to exercise your rights under the Distance Selling Regulations, you must contact us within this time frame.  You still have a duty of care over the goods and must bear the cost of their safe return to us.

Disposal of Waste Electrical and Electronic Equipment

Non-household (business) users

Business Customers are required to take full responsibility, including all costs involved, for the end of life treatment of any Electrical and Electronic Equipment purchased from Savers UK, and also for any equipment that is being replaced by the same. This treatment should be carried out in accordance with the Waste Electrical and Electronic Equipment regulations 2006.

Household users

For advice on all aspects of recycling, including recycling of waste electronic equipment, please visit www.recyclenow.com where you can also find your nearest collection points for all types of recyclable waste.

Why recycle? - Unwanted electrical equipment is the UKs fastest growing type of waste.  Many electrical items can be repaired or recycled, saving natural resources and the environment.  If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We can help - We are pleased to offer our customers our own take back scheme to recycle their old electrical items:

After you have received your order from us, just contact us within 28 days to let us know that you would like to return an item for recycling and we will let you know the best way of getting it to us.  This is a like-for-like recycling service, the item you wish to return must be approximately equivalent to the new item you have purchased from us.  You will need to cover the costs of getting the item to us, but all other costs will be covered by us and the original manufacturer.

Recycle SymbolTo remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol.  Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

If you have any questions about this scheme, just contact us.

What is WEEE? - The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.  In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Registering a Complaint

If you have a complaint about a product we have supplied, or our service, please contact us.  We aim to handle complaints in a fair, confidential and effective manner and will acknowledge any complaint within 5 working days.  We will provide a likely timescale for resolving the complaint and keep you informed about progress.

Please note - We do everything in our power to ensure that our customers are happy, however, we reserve the right not to deal with anyone who is rude or abusive to our staff.

Company Registration Details

Savers UK Ltd. is a Private Limited Company, registered in England and Wales, company number 04148098.  Our registered office address is 31 Horn Lane, Acton, London W3 9NJ, and our Country of Domicile is the United Kingdom.  Please do not send any correspndance to this address, it is our registered office only, it is not where we operate from.

Copyright Notice

All images and text contained on our web sites are protected by Copyright law.  If you are in any doubt about the law, please have a look at The Patent Office Website.  We do not authorise the use of material on our websites for any purpose whatsoever.  Copyright 2012 Savers UK Ltd.

 

All trademarks acknowledged.
Errors and omissions excepted.