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Terms & Conditions

MemoryCow Terms & Conditions Of Supply

This page advises you about our terms and conditions which are bound by when ordering from us. By placing your order at checkout you are agreeing to these terms and conditions.

The term ''MemoryCow'' or “us” or “we” or “our” refers to the owner of the website, 'SweetCow Ltd' whose registered office is Newlands House, 60 Chain House Lane, Whitestake, Preston, Lancashire, PR4 4LG, United Kingdom.

The term “you” or “customer” refers to the you the user, customer or viewer of our website.

1. About us
2. The order process
3. Your rights as a consumer
4. Status of the customer
5. Our service and useage
6. Availability and availability messages
7. Delivery
8. Claims for non delivery
9. Prices
10. Payment
11. Returns & exchange policy
12. Returned expected item condition
13. Refunds
14. Faulty items & products returns & exchange policy
15. Product warranty
16. Freepost returns
17. Our liability
18. Duties and taxes on orders outside the UK
19. VAT
20. Events outside of our control that we cannot be held responsible for that may impact your order process (not limited to)
21. Omissions and errors
2
2. Reviews

1. About us
MemoryCow is operated by SweetCow Ltd. Our company registration number is 9067940. Our UK VAT number is 944281809.

2. The order process
2.1 After you have placed your order with us you will receive a confirmation email shortly after to confirm that we acknowledge receipt of your order.
2.2 We cannot accept cancellation of an order from the customer once the customer has made payment.
2.3 We are not bound by any laws to fulfil that order due to a number of factors beyond our control that could change the status of the customer’s order.
2.4 Once we have received your order to our CMS we will begin processing your order including packing it.
2.5 The customer will receive a despatch email after we have received your order. This can be at any point during our working day.
2.6 Once you have received the despatch email the customer accepts that their order has now entered the despatch/shipping process
2.7 Where applicable the customer will receive a tracking email at a later date, normally but not guaranteed, the same working day your order was received by us or the next working day after the order was received by us.

3. Your rights as a consumer
3.1 If you are placing an order as a consumer you have the right to cancel your order within 7 days of receipt. To do this you must inform us in writing of your intent via our contact page found here
3.2 For us to cancel the contract you must return your desired item/s pending our acceptance, so that we can cancel your order.

4. Status of the customer
4.1 Placing an order on our website you explicitly agree that you are;
4.1.1 18 years of age or older.
4.1.2 You are providing accurate, truthful and correct information

5. Our service and useage

5.1 Our website is primarily intended for the use of residents of the UK (United Kingdom). We therefore reserve the right not to accept orders from residents who reside outside the UK.
5.2 We reserve the right to cancel orders, with no reason, before or after payment has been received and made by customers who reside in the UK or outside the UK.

6. Availability and availability messages
6.1 We may list a product for sale on our website but this does not guarantee that we can supply that product due to circumstances that may be beyond our control.
6.2 All prices include UK VAT at the current rate of 20%
6.3 ‘In stock for next day delivery’. This message will appear when we can supply a product to you ‘next working day’ and is available to UK customers only.
6.3.1 To qualify for next day delivery you must select a delivery method that will guarantee you next day delivery.
6.3.2 ‘In stock for next day delivery’ does not include weekends or national UK holidays.
6.4 ‘Delivery 2-5 days’. This message means that delivery to the customer will be approximately, but not guaranteed, 2-5 working days, regardless of the delivery method you select.
6.5 ‘Out of stock’. This message means that the product is currently out of stock.
6.6 International customers that reside outside the UK please refer to our international estimated delivery times found here
6.7 The following delivery messages should only be used/assumed for UK customers only
6.7.1 Delivery 2-5 days
6.7.2 In stock for next day delivery

7. Delivery
7.1 We use a variety delivery companies for our deliveries which can be seen here
7.2 We use a variety of delivery methods which can be seen here
7.3 By selecting one of our delivery methods presented at checkout you are agreeing to the terms and conditions set out by the delivery company that delivers your order/you choose to deliver your order.
7.4 You can view our delivery options here which will be displayed to you at checkout depending on where you ask us to delivery your order.
7.2 Delivery times are advised here
7.3 Delivery times and estimates are provided to us by the delivery companies we use, which we pass on to the customer, and these delivery estimates should be used as guides only by you.
7.4 Delivery times should be assumed as estimated only by the customer unless explicitly advised.
7.5 No delivery dates are guaranteed except the following
7.5.1 Royal Mail Special Delivery Guaranteed™
7.6 Should the delivery times of 7.5.1 not be met the customer is entitled to a full refund of those charges pending Royal Mail’s acceptance of that claim.
7.7 Our warehouse reserve the right to upgrade to courier if for example, but not limited to
7.7.1 You select Royal Mail Special Delivery Guaranteed™ and the value of the order is not covered for insurance purposes.

8. Claims for non delivery
8.1 We will act in accordance with the terms and conditions of the delivery method and its respective company you choose at checkout should you wish to make a claim for non receipt.
8.2 If your order shows as delivered by way of tracking information (not limited to tracking information) and you seek to make a claim for non receipt, you will be required to sign a form of declaration of non receipt provided by the delivery company you chose at checkout to deliver your order. Upon confirmation by that delivery company to us that they’re satisfied, we will issue you a refund.

9. Prices
9.1 All prices on our website include UK VAT at the applicable rate which is currently 20%

10. Payment
10.1 We use secure payment systems in the form of SagePay or Paypal which the the customer can select at checkout.
10.2 We accept a variety of payment methods which can be found on our payments page here
10.3 We never get to see your payment card number in full.
10.4 We do not accept payment by cheque. If we receive a cheque as payment we will securely dispose of it.

11. Returns & exchange policy
11.1 If you wish to return an item you must notify us in writing prior via our contact page here. No other contact method will be accepted.
11.2 We categorise our returns policy into 2 parts. 11.3.xx & 11.4.xx
11.3. 30 days from date of receipt or expected date of receipt on non tracked items.
11.3.1 To qualify for a refund on opened items, where the seals have been broken on the retail packaging, you must return your item to us within 30 days from date of receipt or expected date of receipt on non tracked items. The condition of the return must be met as outlined in part 11.10.xx
11.4 365 days from date of receipt or expected date of receipt on non tracked items.
11.4.1 To qualify for a refund on items that remain sealed, you must return your item to us within 365 days from date of receipt or expected date of receipt on non tracked items. The condition of the return must be met as outlined in part 12.xx
11.5. No dispute should be open via any 3rd party to make use of our freepost returns. If it is we reserve the right to withdraw our freepost returns.
11.6 Where we are not notified of your intent to return an item we reserve the right to charge a £25 administration fee ex VAT regardless of the value of your order or reject your return.
11.7 Upon receipt in writing of your desire to return an item we will respond and provide with an RMA (and where applicable our freepost returns label).
11.8 Upon receipt of your returned order the return will be booked onto our returns system which can take a further 5 working days.
11.9 If you choose/we understand you wish to exchange your order for whatever reason the exchange will be processed normally, but with exception within 5 working days of it being booked onto to our returns system.
11.10 If any extra payment is required from the customer, for such as an exchange for a different product, return postage costs, but not limited to, we will contact the customer and act accordingly on the customer’s acceptance and instruction for any extra fees that due to us.
11.11 Upon receipt of your return where you advise/request a refund, we will process a refund within 28 working days of receipt of your order being booked onto our returns system.
11.11.1 Weekends and UK national holidays are not working days.
11.12 Any upgraded/additional postage costs paid by the customer at point of order will not be refunded on the customer’s intent/advice, that they wish to return an item for a refund whether this be for reason 11.1.xx or 11.2.xx. This applies to both UK and Non UK customers.
11.13 Should you wish to return your order at your own expense this is acceptable provided your return meets all requirements set out in our terms and conditions where applicable.
11.13.1 Should you wish to return your order at your own expense please ensure you add the neccessary cover/insurance to your order to cover any potential losses that may occur during transit with your chosen carrier.
11.13.2 Should you wish to return your order at your own expense we will not be held responsible for any potential losses during transit with your chosen carrier.
11.13.3 We will not refund you any costs incurred should you wish to return your order at your own expense.

12. Returned expected item condition
12.1 To qualify for a refund on our 30 days from date of receipt or expected date of receipt on non tracked items, & Return Policy 365 days from date of receipt or expected date of receipt on non tracked items, we expect the item/s condition to be met by the below.
12.2 Return Policy: 30 days from date of receipt or expected date of receipt on non tracked items.
12.2.1 We expect these items to be returned to us in resellable condition, i,e not chewed by your dog or been through the washing machine.
12.2.2 We expect these items to be returned to us with all retail packaging where applicable.
12.3 Return Policy: 365 days from date of receipt or expected date of receipt on non tracked items.
12.3.1 We expect these items to be returned to us in resellable and sealed condition with no seals broken where applicable.
12.31.2 We expect these items to be returned to us with all retail packaging where applicable.

13. Refunds
13.1 Refunds are processed within 28 working days of us booking your return onto our returns system.
13.1.2 Weekends and UK national holidays are not working days.
13.2 Refunds can only be processed back to the exact same payment method you made payment with on your original order.

14. Faulty items & products returns & exchange policy
14.1 As outlined in section 11.x.x, if you wish to return an item, you must first show your intent by putting it in writing to us.
14.2 Products returned outside of our standard 30 day return policy, that have developed a fault (advised by customer and verified by us on receipt) within the standard manufacturer warranty such as a lifetime warranty, will be exchanged on receipt for the exact same product if still available.
14.2.1 Should the product originally purchased by you, no longer be available, we will exchange for a product of the exact same specification and no less, or we will upgrade the product for exchange based on a product with better specification.
14.2.2 Price should not be considered within the current climate at point of return or retrospectively against your order.
14.2.3 Should you refuse our off to exchange the item and exercise your right for a refund, we reserve the right to reduce the refund amount by 5% per calendar month in accordance with UK law, for use and wear and tear on the item against the value you originally purchased the item for. This 5% includes VAT.
14.3.3.1 This is up to a maximum of 95%.
14.3.3.2 No postage should be considered if you opt for a refund whether that be of the cost for you to return the item or the original delivery costs you upgraded to.
14.3.3.3 Whether you purchase the item on the 1st of the month or the 28th of the month, the date of purchase will be considered the 1st month, i,e one month’s use.
14.3.3.4 An example of this is the following; You purchase an item 20th June for £75.00 inc VAT. This would be the item price. You advise us 29th November 6 months later that the item has developed a fault. On receipt and we agree the item has developed a fault, we will issue a refund for 30% less of the original purchase price (£22.50 inc VAT), should this be your preferred option.
14.3.3.5 30% as an example, is derived by June>Nov=6months=6x5%=30%.

15. Product warranty
15.1 Product warranties can be either with us or direct with the manufacturer at our discretion.
15.3 Should you wish to return a product with a fault that falls outside of our returns policy/policies we will;
15.3.1 Offer you an exchange for the exact same product providing it is still available
15.3.2 If that product is no longer available we will exchange for a product of equal or higher specification.
15.3.3 Should you refuse an exchange, please refer to14.x.x & "Faulty items & products returns & exchange policy".
15.4 We reserve the right to seek advice or support from the manufacturer regards your warranty claim, which we will in turn pass on to you.
15.5 We reserve the right to ask you to contact the manufacturer direct for support on warranty claims should we choose. We will provide you with contact details for that manufacturer should we exercise that right.

16. Freepost returns

16.1 Freepost returns is available to UK customers only.
16.2 We reserve the right to withdraw freepost returns on specific orders, without reason, at anytime.

17. Our liability
17.1 When you purchase from us we are not liable for any of the following, not limited to;
17.1.1 Loss of earnings or income
17.1.2 Loss of data
17.1.3 Loss of profits
17.1.4 Loss of work
17.1.5 Loss of any contracts
17.1.6 Death or personal injury
17.1.7 Errors supplied/given by you throughout the order process such as, but not limited to; providing incorrect delivery address, providing incorrect email address’s, providing incorrect invoice address’s.
17.2 Warranties only cover items that develop a fault through fair wear and tear. We may contact the manufacturer for them to advise us on what they consider fair wear and tear. We will pass that information on to you.
17.3 Product warranties can be found within the item listing description or here on the warranty page.

18. Duties and taxes on orders outside the UK
18.1 International customers (i,e customers who request delivery outside of the UK) may be subject to local/national import duties, tax or VAT. You will be responsible for any such charges as these.
18.2 We’d advise you contact your local customs office prior to ordering to establish such charges where they may be applicable.

19. VAT
19.1 All prices on our website include UK VAT at the applicable rate which is currently 20%
19.2 All orders both domestic and international are shipped with a VAT invoice
19.3 If you are a Non-EU resident and your delivery destination is a Non-EU country our checkout will deduct the VAT on the items purchased at the final phase of checkout.
19.3.1 If you are a non-EU resident our checkout will deduct the VAT on the delivery charge where applicable at the final phase of checkout.
19.4 We are not obliged to deduct VAT for EU customers who do not have a valid VAT number.
19.5 Should an EU customer have a valid VAT number we can deduct VAT prior to payment in the form of BACS only if you supply us with valid VAT documents.
19.5.1 Should an EU customer have a valid VAT number where you wish to pay by SagePay or Paypal we will refund the VAT after the purchase only if you supply us with valid VAT documents.
19.5.2 If you cannot supply a valid VAT number we reserve the right to charge the full amount as listed on our website. You can then request a refund of VAT at your local customs office with our UK VAT invoice.

20. Events outside of our control that we cannot be held responsible for that may impact your order process (not limited to)
20.1 Adverse weather conditions
20.2 Strikes
20.3 External/Internal factors beyond our control

21. Omissions and errors
21.1 We reserve the right to cancel any orders due to errors that may occur from the following:
21.1.1 Pricing errors
21.1.2 Pricing errors caused by human error
21.1.3 Pricing errors caused by feeds that we use from suppliers
21.1.4 Stock errors where we physically have no stock
21.1.5 Stock errors provided by suppliers via feeds
21.1.6 Internal system technical errors
21.1.7 Incorrect product descriptions

22. Reviews
22.1 We may send seller review invites out via a 3rd party, to all customers who purchase from us approximately 10 days after purchase where the customer is asked to review our service.
22.1.1 If you desire to edit this content after submission you will need to contact the review company you receive the review invite.
22.1.2 Where you add a review via a 3rd party you agree that the 3rd party may publish that on their respective website.
22.2 We may send product review invites out via our own system approximately 10 days after purchase where we will ask the customer to review the product purchased from us.
22.2.1 We regularly review the product reviews and reserve the right to edit or remove the content where we deem necessary.
22.3 You understand that by adding a review to our system via the email invite, that this may be published to our website.


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