FAQ and T&C's

Frequently Asked Questions (FAQ)

Q: Do you offer Telephone Ordering

A: We accept telephone orders over the phone between the hours of 9am and 5.30pm Monday-Friday - Call us on 0870 471 8440 to place an order.

Please Note: We only accept telephone orders for items marked 'in stock' on the website. Typical delivery time is 1-3 days.

Q: Online Ordering / Payment Methods
You can submit orders online to be paid for by Credit/debit card, Delta, Switch (Maestro), Solo, Electron, VISA, Mastercard and JCB via a secure gateway (PAYPAL) at checkout.

Other Payment Methods:

- Postal Orders and other payment types are not accepted as it's not possible for us to 100% verify the age of the purchaser.

Age Verification Information

Orders to individuals will be age verified before dispatch, often giving us a quick call after you've placed the order will speed up this process.

Delivery Times

All items are sent via Royal Mail. We aim to deliver goods within 3 working days though please allow up to 7 days.

If an item is out of stock, we will contact you immediately to arrange an alternative date or a refund

FAULTS/DAMAGE/LOSS

In the highly unlikely event that the item should be damaged, lost in transit to you or be faulty, we will deal with the situation in accordance with your legal rights.

Please use the following guide for care of the goods;

1. Where goods have been delivered, please keep hold of packaging/goods in case they need to be inspected by the courier as part of their insurance claim process.

2. Do not attempt to use the item

3. Contact us as soon as possible.

Please Note: You must include your order number with any return so we can trace it back to you

Returns and Cancellations

We only sell items that meet our high standards for both workmanship and value for money. If you don't like your item just let us know and we will issue a refund or replacement for you, whichever you prefer.

Returns are at your risk and should be sent insured.

If you decide to cancel your order before it leaves the warehouse there will be no charge, in fact you may cancel your order up to 7 working days from the date of delivery.

If you cancel your order after goods have been shipped, you will need to return these at your own expense as soon as possible.

If you fail to keep the goods in reasonable condition while in your care (including transport back to us) and this leads to damage or deterioration then we will charge you for the reduction in value.

This cancellation policy does not affect your legal rights e.g. should the item arrive faulty or mis-described.


Product Guarantee

Most items on the site carry a 12 month guarantee against defective workmanship or software failure.

Should you experience a problem with your item please contact us and we will contact the appropriate manufacturers on your behalf.

Most manufacturers have a 'usage policy' which determines what is and what is not covered, for instance, damage resulting from incorrect use would not be covered.

After our return policy has expired your cover will automatically switch to the manufacturers product guarantee.

We can normally arrange the replacement product to be delivered to you however please be aware some manufacturers require the customer to return the product to them directly.

Disclaimer

Prices on the website are subject to change without notice, should a price have changed we will contact you to confirm you still wish to proceed.

Products may vary slightly from images displayed on site. Stock indicators are updated automatically, however we cannot guarantee their accuracy.

Should an order be returned to us by Royal Mail we will resend or refund the order less postage based on recipients instructions.

When placing an order on this site you will receive an automated order confirmation to confirm we have received your order, however, Key Stage Solutions has not accepted your order until such time as we begin processing your order.