Whether you are shopping online or on the High Street, it’s clear that you are protected as a consumer. Any business worth its salt will also be adhering to the law in every respect. Why would you shop with a business that would do otherwise?
True to form, ParkerBrand are of course on point in this regard – we want customers to know that we are a reliable and reputable company that puts its customers at the centre of its business. Nothing else makes sense. We never forget that without you, our customers, we wouldn’t be here. Refreshing for a company to admit that isn’t it?
Clearly our tools and machinery or equipment are designed to be robust and perform the tasks as advertised. Used in the right manner, maintained and serviced where specified in your manual you can look forward to hassle-free operation and the ability to use our tools and equipment to get the tasks in hand completed in a satisfying manner.
Transparency and Service
We are a conscientious business who cares for their customers. This is easy to say and far harder to maintain across all platforms and in a variety of languages. But we do not shirk from commitment to fair and honest trading no matter where you are. Coupled with that we have a well-trained Customer Service team that are well informed and fully conversant with the legislation we shall cover here.
We believe in the notion of transparency; we have an established routine for dealing with any issues, from details regarding product description to delivery of your purchase to warranty claims. Even if your item is outside of the stipulated warranty, we always do our utmost to determine the issue and provide a solution – even if this is simply identifying the spare part that you need.
Clearly, when you call or write to us you can look-forward to attentive service that may mean that we ask for more information if required by the Warranty Team or where possible get the situation resolved quickly following an established and clear line of action. We do not leave any issue hanging or unanswered, be sure of that. Although we are certainly growing as a business, we shall never lose sight of our principles: keeping the customer at the centre of service. Do as you would be done by almost seems forgotten these day – but not by us. We all know what good service is when we get it don’t we?
Local Authority Partnership
Because we genuinely care about what we do, we work with Trading Standards through their partnership scheme with Lincolnshire County Council. This allows us to be consistently sure that we are totally up-to-date with all legislation and trading laws, just as you would expect us to be and as any truly responsible business should be. You can read more about our partnership in more detail here .
Belt and Braces: The two main pieces of legislation that protect you
Essentially, the legislation that protects the buyer and by extension the seller, can be broken down to the following; the Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges Regulations) 2013 also generally known as Consumer Contracts Regulations 2013. The following text is essentially an overview so that you can be sure that we are well informed in every respect in the case of legislation and law. We firmly believe that every responsible retailer, online or otherwise, should take these laws as founding principles. Let’s take a look at both pieces of legislation. Again, we re-iterate that this is an overview of the legislation in order to clarify points and give you a useful quick break-down of where you stand. We shall provide links directly to the legislation itself at the end of the article. Right, lets dive in!
The Consumer Contracts (Information, Cancellation and Additional Charges Regulations) 2013.
As a genuinely valued customer you can look forward to being fully protected by these regulations which came into force in June 2014 and supersede all previous legislation and the Distance Selling Regulations. This new Act was introduced in order to make sure there are no ambiguities in regard to on-line and digital sales. With on-line sales set to account for 50% of all sales in the UK within the next ten years it couldn’t be timelier. The Consumer Contracts Regulations 2013 is straightforward protection for both parties and essentially covers exactly what it says; finally, a law that does exactly what it says on the tin! We can all get behind that!
The Consumer Contracts Regulations covers the following key areas:
Accurate Description of the Goods
Goods received should be as described on the product web page. Where there may be small differences this will be indicated on the website. We also have informative product descriptions and technical information – if there is anything further you wish to know you are welcome to contact us.
How to Pay
We offer full details about how you can pay for our machines and equipment. It is clear and straight forward. Should you need any help at all please contact us and we’ll happily help you.
Delivery Charges and Cost
You can expect to be able to clearly see what the delivery charges and direct costs to you will be before payment is taken. We offer a full range of delivery options as well as free standard delivery where possible.
Details of the right to and How to Cancel your Order
You have 14 days in which to inform us that you wish to cancel your order for a full refund. You can call us or drop us an email or message from any of the platforms on which we sell our products. If the item has already been sent to you then you can return your product for a full refund. The legislation is clear in that you are able to inspect the item just as you would in a shop. If for any reason it’s not for you, return it to us for a refund.
You can expect clear information on how to contact us including geographical address, email and phone number. This is clearly displayed on our website homepage.
The full legislation can be viewed here, on the official UK Government website. This allows you to explore the legislation in detail should you wish. You know we’re ready to help you if you need anything clarifying.
Consumer Rights Act 2015
This is now the principle legislation for consumers. Consumer Rights Act replaces all similar previous legislation such as the Sales of Goods Act.
We are keen to make sure that you know what your rights are. The following over view is not exhaustive by any means, but is a handy guide for our customers so that you are fully informed of the main contents and of your principal rights and our obligations. You can find a direct link to the legislation at the end of this article.
We put a great deal of effort into making sure that our goods are of a high standard and certainly they meet or exceed all UK and EU standards – our competitive pricing aside, you can expect thoughtful designs and excellent build quality.
Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. Clearly, we send items in perfect condition and they usually arrive that way too. However, should it not be the case simply contact our team and we’ll get this resolved swiftly for you.
Fit for Purpose
The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods. You know that our descriptions are reliable, and we are more than happy for you to call our customer care line should you need any further info. With over a decade of experience we know our items are more than up to the task.
The goods supplied must match any description given to you. Most customers purchase through our website. You can be sure that our Copy Editor has provided a full description of the item for you, covering all aspects of the machine or equipment from capacity to specific details pertinent to the machine in question.
Our descriptions are updated and monitored so that you can order with confidence. When describing items for other sales platforms such as Amazon or eBay we do have a limited number of words and some restrictions on how much information we can give. In any circumstances if there is something that you want to know simply contact us; a quick call or email will mean that you feel confident that you are buying what you need.
What Happens If You Are Not Happy?
Our first response to this is that we feel disappointed if you are! We work hard to bring you a product that you can be well-pleased with. However, there are, at times, those customers who might not be happy with the item, have changed their minds about the purchase or rarely, that there is an issue with the machine.
Our rate of return is far below the average for the industry, or indeed on-line retailers in the same area of activity. We like to keep it that way. This is down to a combination of excellent description of goods and reliability of build. However, you are welcome to change your mind! We’re a family business so you can expect a friendly approach to returns. The Legislation is very clear in regard to returns and technical issues so below we’ve broken down the main points for you.
Within Thirty Days
You have the right to reject the item if you wish. This might be because you have changed your mind about the purchase – that’s fine. Just let us know, and we’ll note it as incoming and we’ll process your refund on return. We expect the item to be in as new and unused. In real terms it’s as if you were examining the item in a shop. Inspected but not used is the key thing and will mean that we can refund you.
It may be the case that you feel that it isn’t of satisfactory quality, fit for purpose or as described. We’d be happy to speak with you about that - it could be that one of the team just needs to clarify something for you. Our customer care team are well informed and friendly so you can expect a meaningful response. Again, as long as the item is UNUSED and within the 30 day period we’ll simply ask you to send the item back to us and we’ll refund you in full, no question.
Technical Issue Within Thirty Days
If you present us with a technical issue in the first 30 days, please call or email and one of our Lincolnshire based team will deal with it swiftly for you. Certainly, the focus will be on getting the best solution quickly. This may mean simply sending you a part or indeed sending collection labels to get the item returned to us for a refund or replacement.
After Thirty Days
If you find that you have an issue after 30 days, you can look forward to the same attentive service that you would receive at any time. There is a reason that we are one of the leading online retailers in the UK for this kind of equipment. We have sound processes in place to deal with all eventualities. After all, it’s what you expect, and we take pride in.
Contact us and let us know what is happening. We’d certainly appreciate being able to see the issue in order to be able to assess quickly. At this point we shall repair or replace the item for you – or send you a part to fit if this makes more sense after consultation with you.
Certainly, we will pay for the item to be returned to us if required and you can look forward to a timely service. The legislation states that should your replacement or repaired item then fail you are entitled to a refund. We adhere to the law in this respect without reservation. That said, there have been only a very few cases where this has come into play. Being prepared for any eventuality is key to a fast-moving online business and experience has taught us how to get it right.
Within Six Months
The onus is on us to prove that there was no fault with the item. So, just as above for after thirty days; contact us and let us know what is happening. We’d certainly appreciate being able to see the issue in order to be able to assess quickly. At this point you are not entitled to a refund but we WILL repair or replace the item for you – or send you a part to fit if this makes more sense after consultation with you. Should we need to affect a repair or replacement WE take responsibility for the return – we have a process in place, as you would expect and we will send collection labels for you.
After Six Months
We are still keen to know where there is an issue – we’ll happily get an issue assessed in the same manner and work with you to find the best solution. However, as per the legislation, you are required to prove where the issue is. In reality we are keen to get the matter resolved and we work with you to achieve that. Should you need to return the item to us you are responsible it will be at your cost. We do refer you to a website that will help minimise the expense.
The full documentation for the Consumer Rights Act 2015 can be found here.
Our Relationship with You
We have positioned ourselves in the market place to supply our customers with well-designed and assembled machines and equipment that will serve you well. It is an exception when there is an issue and we take pride in dealing with any issue quickly, effectively and in accordance with both sets of legislation.
We are a family business with all the values that you would expect of such an organisation. We understand the importance of being able to speak with a person who will deal with any issue with a good degree of empathy and understanding. The art of communication is alive and thriving at ParkerBrand, be sure of it.