1.1. Please read these terms carefully before you submit your order to us. They tell you:
1.1.1. who we are;
1.1.2. how we will provide products to you;
1.1.3. what to do if there is a problem; and
1.1.4. other legal details relating to our supply of the products.
1.2. Please note that nothing in these terms will affect your legal rights as a consumer. For more information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
1.3. These terms were last updated on October 29th 2015.
2.1. Who we are: We are Patriot Games Limited. We are a company registered in England and Wales with registration number 04411394. Our registered office is at 36-42 Union Street, Sheffield, South Yorkshire, S1 2JP
2.2. VAT Number: Our registered VAT number is 838999638.
2.3. Website: We run the website at www.patriotgames.ltd.uk (our “Site”).
3.1. How to contact us: If you have any questions or complaints about these terms or the products which we supply you can contact us by:
3.1.1. telephoning our customer service team on 01142 731 762;
3.1.2. writing to us at; 36-42 Union Street, Sheffield, S1 2JP
3.1.3. using the contact form on our Site; or
3.1.4. emailing us at firstname.lastname@example.org
3.2. How we may contact you: If we have to contact you we will do so by telephone or by writing to you at any email address or postal address which you provide to us.
3.3. Who else can I talk to? If you would like to speak to someone else in respect of products you have ordered from us please consider the information on ‘Alternative Dispute Resolution’ and the Citizens Advice Service set out below:
3.3.1. Alternative Dispute Resolution. Alternative Dispute Resolution (or “ADR”) is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. We do not currently subscribe to an ADR scheme.
3.3.2. If you have been in touch with us but are unhappy with how your enquiry has been resolved a full list of approved ADR providers, and more information on ADR, can be found on the Chartered Trading Standards Institute (“CTSI”) website at http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm.
3.3.3. Citizens Advice. Further information may be available from Citizens Advice service. Please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06 for further details.
4.1. How we will accept your order: Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
4.2. If we cannot accept your order: If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
4.3. Your order number: We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4.4. Your right to make changes: Please contact us if you wish to make a change to an order. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
4.5. Product Images: The images of the products on our Site are for illustrative purposes only. As such, your products may vary slightly from those images, in particular:
4.5.1. packaging may vary from that shown on our Site; and
4.5.2. we cannot guarantee that your device's display of the colours on our Site accurately reflects the colour of the products.
5.1. Where to find the price for the product: The price of the products which you order (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of our products is correct. However please see Clause 5.2 below for what happens if we discover an error in the price of any products which you order.
5.2. What happens if we get the price wrong: It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order.
5.3. When you must pay and how you must pay: We accept payment with all typically accepted UK debit and credit cards. We will not however accept American Express or Diners Club cards. We will charge your credit or debit card when you click the make payment button on our Site when placing your order. Alternatively payment may be made through a third-party payment provider shown on our site (such as PayPal).
6.1. Delivery costs: The costs of delivery will be as displayed to you on our Site at the time of your order.
6.2. When we will provide the products: We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
6.3. We are not responsible for delays outside our control: If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any products you have paid for but not received.
6.4. Collection by you: We may agree to let you collect the products from our premises during our ordinary working hours. Please contact us to request a collection date.
6.5. If you are not at home when the product is delivered: If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our couriers will leave you a note informing you of how to rearrange delivery.
6.6. If you do not re-arrange delivery: If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery, we will contact you for further instructions. We may need to charge you for further delivery costs.
6.7. Your legal rights if we deliver late: You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the Contract as at an end straight away if any of the following apply:
6.7.1. we have refused to deliver the products;
6.7.2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
6.7.3. you told us before we accepted your order that delivery within the delivery deadline was essential.
6.8. When you become responsible for the product: The product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collects it from us.
6.9. What will happen if you do not give required information to us: We may need certain information from you so that we can supply the products to you. We will contact you to ask for this information. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.1. Ending the Contract because of a fault with the Products: The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. Therefore, during the expected life of your product, your legal rights entitle you to the following:
7.1.1. up to 30 days: if your item is faulty, then you can get a refund;
7.1.2. up to six months: if your faulty item can't be repaired or replaced, then you are entitled to a full refund, in most cases;
7.1.3. up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn't work, some of your money back; and
7.1.4. if the fault cannot be fixed within a reasonable time, or without causing you significant inconvenience, you can get some or all of your money back.
7.2. Ending the Contract because of something we have done or are going to do: If you are ending the Contract for a reason set out at Clauses 7.2.1 to 7.2.3 below the Contract will end immediately and we will
refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
7.2.1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
7.2.2. there is a risk that supply of the products may be significantly delayed because of events outside our control; and
7.2.3. you have a legal right to end the Contract because of something we have done wrong.
7.3. Exercising your right to change your mind (Consumer Contracts Regulations 2013): For most products bought online you have a legal right to change your mind within 14 days and receive a refund. You may be able to get a refund if you are within this cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products.
7.3.1. When you don't have the right to change your mind: You do not have a right to change your mind in respect of products:
(a) which are sealed and whose contents cannot completely be ascertained until they have been unsealed (such as CCG and TCG booster packs), once they have been unsealed;
(b) which are sealed for health protection or hygiene purposes, once these have been unsealed;
(c) which you have damaged or modified (although you may have the right to a replacement or partial refund where you were trying to repair a faulty or defective product); or
(d) which are personalised, custom-made, bespoke and other special products unless they are faulty or defective on delivery.
7.3.2. How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days, in which case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
7.4. Ending the Contract where we are not at fault and there is no right to change your mind: If you do not have any other rights to end the Contract, you can still contact us before it is completed and tell us you want to end it. If you do this the Contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the Contract.
8.1. Tell us you want to end the Contract: To end the Contract with us, please let us know by either:
8.1.1. Phone or email: Calling customer services on 01142 371 762, using the contact form on our Site, or emailing us at email@example.com . Please provide your name, home address, details of the order and, where available, your phone number and email address.
8.1.2. Online: Completing our Cancellation Form.
8.1.3. By post: Printing off our Cancellation Form and posting it to us at the address on the form. Or simply writing to us at that address, including the information required in the form.
8.2. Returning products after ending the Contract: If you end the Contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products:
8.2.1. in person to where you collected them;
8.2.2. by posting them back to us;
8.2.3. by sending them to us by courier (if they are not suitable for posting); or
8.2.4. by allowing us to collect them from you.
8.3. Arranging Returns: Please call customer services on 01142 731 762, use the contact form on our Site, or email us at firstname.lastname@example.org for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the Contract.
8.4. When we will pay the costs of return: We will pay the costs of return:
8.4.1. if the products are faulty or mis-described;
8.4.2. if you are ending the Contract because we have told you of an upcoming change to the product, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
8.5. What we charge for collection: If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
8.6. How we will refund you: We will complete any refunds using the method you used for payment. However, we may make deductions from the price, as described below.
8.7. Deductions from refunds: If you are exercising your right to change your mind:
8.7.1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
8.7.2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
8.8. When your refund will be made: We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
9.1. We are responsible to you for foreseeable loss and damage caused by us: If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking the Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or
damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
9.2. We are not liable for business losses: The products are supplied only for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.1. We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation.
11.2. Nobody else has any rights under this Contract: This Contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the Contract or make any changes to these terms.
11.3. Which laws apply to this Contract and where you may bring legal proceedings: These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
ADR is a process where an independent and impartial third party considers the evidence in a dispute and either makes a decision to settle the dispute, offers a view on a possible resolution or otherwise helps the parties to come to an agreement. It is an alternative to pursuing a case through the courts.
A full list of UK approved ADR providers and more information on ADR can be found at: www.tradingstandards.uk/commercial-services/adr-approved-bodies
Also, [from 15 February 2016,] the European Commission has established its own online dispute resolution (ODR) platform which can be accessed at: http://ec.europa.eu/odr
At present we do not subscribe to ADR using such ADR providers because our aim is to resolve any complaint efficiently and professionally through our own Dispute Resolution team.