Customer Terms and Conditions
These Terms and Conditions were last updated on 21 October 2008
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Introduction
1.1 You can place orders with QVC online, by phone, with Qcut (our automated touch-tone telephone ordering service) or through QVC Active (our interactive television service).
1.2 These options are collectively referred to as the “Services”/“Service”. Further information on each of our Services is available at www.qvcuk.com or on QVC Active.
1.3 The terms and conditions contained in this document (“Terms and Conditions”) apply to purchases made using any one of the Services.
1.4 Throughout these Terms and Conditions, the terms “QVC, we, our, us” refers to QVC (Company number 02807154).
1.5 Access to the Services will require user registration. Subsequent access to the Services will be subject to an approved member number and PIN number (“Password Details”). The information that you provide must be accurate and complete. All Password Details are accepted and may be withdrawn at our sole discretion and are exclusive to you and non-transferable. You are responsible for maintaining the confidentiality of your Password Details to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or using your Password Details. You should take all necessary steps to ensure that your Password Details are kept confidential and secure and you should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.
1.6 By using the Services you are indicating your acceptance to be bound by these Terms and Conditions. They form a legal agreement between you and us and can only be amended with our consent. Any purchases you make are subject to these Terms and Conditions.
1.7 We reserve the right to change these Terms and Conditions from time to time without prior notice, provided that any such change will not affect any purchases you have made before the change is implemented. Your continued use of the Services shall signify your acceptance to be bound by the latest Terms and Conditions. Our most up to date Terms and Conditions are available at www.qvcuk.com and on QVC Active.
1.8 We will use any information you provide in accordance with our privacy policy which can be viewed at www.qvcuk.com or on QVC Active.
Ordering
2.1 For details on how to place an order to purchase a product from QVC you should refer to the relevant Services information at www.qvcuk.com or on QVC Active. Whichever Service you choose for your order, you will have an opportunity to check through and correct any input errors in your order up until the point at which you submit your order.
2.2 All orders placed by you are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances. We may also close your account for any reason including the reasons detailed in clause 9.3 and will not be liable to you or to anyone else in those circumstances.
2.3 If your order includes products which are not available from stock, we will contact you to ask how you wish to proceed. Where our Waitlist service is available you may have the option to wait until the products are available from stock, or alternatively you may cancel your order. For details on our Waitlist service, please refer to section 3 below
2.4 Acceptance of your order and the formation of a contract between us will take place when we despatch the products ordered to you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with section 9 below.
2.5 You can check the status of an outstanding order at any time by phone or online at www.qvcuk.com.
On Waitlist
3.1 Some products that are currently out of stock are available to order using our Waitlist service. We will advise you if this option is available when you place your order.
3.2 Waitlist means you can order a product immediately and we will despatch it to you if it comes back in to stock in the next 90 days. You may only pay for Waitlist items with your credit/debit card. Your credit/debit card will not be charged until the product has been despatched. If stock does not arrive within the next 90 days the order will be cancelled and we will inform you by post.
3.3 Waitlist orders are fulfilled in the order that they are received. When new stock arrives, the customers who ordered first will receive their products first. If your credit/debit card expires or is no longer valid or if payment is not authorised we reserve the right to cancel your order and notify you by post. If your address changes and you do not notify us we reserve the right to cancel your order.
Advanced Order
4.1 Some products that are currently out of stock are available to order using our Advanced Order service. We will advise you if this option is available when you place your order.
4.2 Advanced Order means that QVC has been able to secure additional stock from a supplier, but we have not yet received that stock into our warehouse. When a product is available on Advanced Order you can order a product immediately and we will despatch it to you when the product comes into stock. You may only pay for Advanced Order items with your credit/debit card. If stock does not arrive at QVC we will contact you by telephone or post and we reserve the right to cancel your order.
4.3 Advanced Order orders are fulfilled in the order that they are received. When new stock arrives, the customers who ordered first will receive their products first. Your credit/debit card will not be charged until your product is despatched.
Auto-Delivery
5.1 Some products are available through our Auto-Delivery service. We will advise you if this option is available when you place an order.
5.2 Auto-Delivery means that you can request selected items to be despatched to you periodically on an ongoing basis for a set length of time. When you make your first Auto-Delivery order you will be notified of the interval at which you will be despatched the product and the length of time for which Auto Delivery is available on the product. Each despatch of product constitutes a separate order. Each order is subject to acceptance by QVC in accordance with these Terms and Conditions (as updated from time to time).
5.3 You may only pay for Auto-Delivery items with your credit/debit card. We will charge your credit/debit card on an ongoing periodic basis at the relevant interval and only when each order is despatched. If we no longer have stock of the product you have requested on Auto-Delivery, we will not accept any further orders and we will inform you by post that the product is no longer available through Auto-Delivery. If your credit/debit card expires or is no longer valid or if payment is not authorised we reserve the right to cancel your orders and notify you by post. If your address changes and you do not notify us we reserve the right to cancel your orders. You can cancel an Auto-Delivery request by contacting a member of our Customer Care team.
Prices
6.1 All prices are in pounds (£) sterling, inclusive of UK VAT (where applicable), but exclude delivery charges.
6.2 Delivery charges, where applicable, are clearly displayed when you view the products you have selected within your basket or are given to you by our telephone operative when your order is placed. Delivery charges will be added to the total amount due once you have selected a delivery service, upon which they are automatically calculated and added to your order.
6.3 Subject to section 6.4, the price you pay is the price displayed on the relevant Service at the time we receive your order.
6.4 In the unlikely event that the price of a product has been incorrectly advertised, we will contact you to ask whether you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. We will not be obliged to supply products at the incorrect price. Further information on pricing is available at www.qvcuk.com and on QVC Active.
Payment
7.1 Payment can be made by most major credit or debit cards, cheque, postal order or Alliance & Leicester Transcash. We do not accept cash. Further information on payment methods is available at www.qvcuk.com and on QVC Active.
7.2 Subject to section 7.6 we cannot accept your order until you have paid for it in full.
7.3 You agree to allow QVC to retain and use your credit card/debit card details for any subsequent purchases made by you when using the Services.
7.4 We use the Transax service, from Certegy Limited, to provide a warranty to your cheque. Certegy will record information in relation to any cheque they are asked to warrant and will use it to decide whether to warrant future cheques where a subscribing organisation requests this service from Certegy to help it decide whether to accept a cheque as payment. If your cheque is subsequently returned unpaid, we will inform Certegy and also provide them with any information we hold (including your name and address). We may assign our rights to collect a debt to Certegy. Certegy will use personal data about you (or information about your company) in order to enable them to collect a debt and may carry out a credit check where they deem it necessary to facilitate collection. Certegy will charge you an administration fee for the collection of a dishonoured cheque. If you have any questions about the personal information held by Certegy that relates to you, or for details of the credit reference agency they use, or any other information relating to Certegy please phone them on 0870 240 4222.
7.5 As an alternative to postal orders QVC offers Alliance and Leicester Transcash (“Transcash”) as a method of payment. To pay with Transcash go to your Post Office and complete a Transcash slip with QVC’s account number, 2267233, on the front, and your QVC membership number and order number on the back. Ensure that you retain your copy and the Post Office will complete the transaction. To obtain further information about Transcash please contact our Customer Care team on 0800 51 41 31.
7.6 On selected products and in conjunction with selected services, QVC offers you the chance to spread payments of a product over the course of two, three or four equal monthly interest-free payments (“Easy Pay”). These offers are often available for a limited period only. When a product is available on Easy Pay, you will be informed of the offer alongside the price information on screen or on the relevant web pages. With Easy Pay you must pay with your debit/credit card and the first instalment will include any delivery charges. You are responsible for paying all instalments and you must inform us if you change your debit/credit card or if your debit/credit card expires or is no longer valid.
Delivery
8.1 We deliver to mainland UK and Northern Ireland (unless otherwise specified). We are also able to deliver to certain other locations. For more information about delivery locations please see www.qvcuk.com or QVC Active.
8.2 Where delivery charges are displayed on screen, these are standard UK mainland delivery charges only (unless otherwise specified). For further information about alternative delivery services and charges, please see www.qvcuk.com or QVC Active.
8.3 We can provide an express delivery service for most addresses in the mainland UK and Northern Ireland only. For further information on express delivery and to confirm that this service is available for your address please see www.qvcuk.com or contact a member of our Customer Care team.
8.4 Details of our estimated timescales for delivery are available at www.qvcuk.com and on QVC Active.
8.5 We only despatch products ordered by you once payment has been authorised. If you are paying by cheque, your order will not be despatched until your cheque has arrived and has been cleared.
8.6 We will deliver directly to the address specified in your order. We cannot deliver products within the same order to multiple addresses. In some cases we can deliver an order to an alternative address from your registered membership address. Such an alternative delivery address can only be provided to us when ordering by phone and speaking to a member of our Customer Care team or using www.qvcuk.com.
8.7 Once delivered, the products ordered will become your property (provided they have been paid for in full) and your responsibility. Risk of loss and damage of products passes to you on delivery.
8.8 When you buy any amount of identical products (same colour, size and style) in the same order and have them delivered to the same address, known as a Multi-Quantity order, you will pay the full postage and packing charge for the first product and the postage and packing charge on each additional identical product will be fifty percent (50%) of the first product’s postage and packing charge.
8.9 If you choose to use the Services from outside the United Kingdom, you are responsible for complying with local laws, if and to the extent that they are applicable. We do not represent or warrant that any product we sell is appropriate for use or available in locations outside of the United Kingdom, or that it complies with any legal or regulatory requirements of such other locations.
8.10 If you order products for delivery outside the United Kingdom, they may be subject to import duties and taxes; you will be responsible for these. We have no control over such charges and cannot advise you as to what they may be, although your local customs office may be able to assist. For deliveries outside the United Kingdom, you will be regarded as the importer and it is your responsibility to comply with all laws and regulations of the country in which the products are to be delivered. Cross-border deliveries may be subject to opening and inspection by customs authorities.
Returns and Cancellation
9.1 Every product sold by QVC is backed by our 30 day money-back guarantee (“30-Day Money-Back Guarantee”). We want you to be satisfied with your purchase. However, if you change your mind about a product or you would like to change the size or colour, simply return it within 30 days of receipt, in accordance with the return instructions and label enclosed with your order. We also recommend that you obtain proof of posting. Where a product is too heavy to be returned via Royal Mail, please contact our Customer Care team to arrange for collection by courier. You are responsible for the cost of any returns.
9.2 Under our 30-Day Money-Back Guarantee the purchase price will be refunded provided that the product is returned in clean condition and in its original packaging. You should allow up to 21 days from receipt of your returned product at our Customer Operations Centre for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the products. Our delivery charges will not be refunded. For further information on our 30-Day Money-Back Guarantee please see our returns policy at www.qvcuk.com or on QVC Active.
9.3 It is our policy to contact and work with customers whose level of returns is very high. This is to ensure that our prices are not negatively impacted by the cost to QVC of dealing with an extremely high number of returns by a small minority of customers. If a customer continues to return an extremely high number of products to us, we reserve the right to close their account. If this happens the customer’s statutory rights will remain unaffected, orders accepted by us before the account has been closed will be fulfilled in accordance with these terms and individual product warranties will continue to be honoured in accordance with their terms.
9.4 You also have a statutory right to cancel your purchase. If you wish to cancel you must tell us in writing, by telephone, fax or email (please see our webform at www.qvcuk.com for email cancellations) within 7 working days from the day after the date on which the product is delivered. You should keep evidence of having given your cancellation notice, such as a certificate of posting. You must take reasonable care of the product and you should return the product to us (at your own risk and cost) within 7 working days of notifying us of your cancellation. The product must be returned unused (except to the extent use was reasonably necessary to examine the product). Please return the product with its original packaging. The following products are excluded from this legal right to cancel: (i) perishable products such as food or flowers; (ii) audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered to you; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) any other products that by reason of their nature cannot be returned. We will refund the purchase price of the product together with the delivery charge you paid to receive the product.
Faulty or Damaged Products
10.1 We will refund the purchase price together with the delivery charge for any product which is delivered in a damaged or faulty condition. We will also refund the purchase price together with the delivery charge for any product which develops a fault within a period of 6 months from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
10.2 Alternatively, and at your option, QVC will replace the product with the same, or a similar product (subject to stock availability). Contact a member of our Customer Care team (see section 15 below) who will send you a pre-paid label to return the product by post or arrange for a courier to collect it from you. Please include your membership details and order number (if possible) with the returned product and indicate whether you require a refund or replacement (subject to stock availability). If the product is to be returned by post, please remember to obtain proof of posting. Please allow 21 days from our receipt of your product for your refund to be processed or a replacement product to be despatched.
10.3 We reserve the right to refuse to issue a refund/replacement product and to recover the cost of the return delivery from you in the event that the product is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. We do ask that damaged or faulty products are returned promptly.
10.4 For further information on how to return faulty or damaged products see our returns policy at www.qvcuk.com or on QVC Active.
10.5 Nothing in this section or elsewhere in these Terms and Conditions or in our returns policy affects your statutory legal rights.
Product Information
11.1 We have taken reasonable steps to display as accurately as possible the colours and other detailing of our products. However, the actual colours and detailing you see onscreen will depend on the equipment you use to view the products. We cannot guarantee that your television, mobile device or computer monitor display of any colour or other detailing will exactly reflect the colour or detailing of the product upon delivery.
11.2 Any information regarding sizing of products is included as a guide only. If you are in any doubt as to the size of any product you require, we recommend that you contact us prior to placing an order. Our contact details are set out in section 15 below.
Age-restricted products
12.1 If you wish to order a product where a minimum age requirement is indicated, you must confirm that you are of the required age before you will be able to proceed with the order. We reserve the right not to supply any age-restricted product where we reasonably believe that you are below the relevant minimum age.
12.2 For certain age-restricted products only certain specified payment methods may be allowed.
Our liability
13.1 We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.
13.2 You are responsible for the use you make of the products you order. To the extent not prohibited by law, we accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).
13.3 We accept liability for death or personal injury caused by our negligence and responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.
13.4 Nothing in this section or elsewhere in our Terms and Conditions affects your statutory legal rights.
General
14.1 QVC is a company registered in England. Our company number is 02807154 and our registered office address is Marco Polo House, 346 Queenstown Road, London, SW8 4NQ. Our VAT registration number is 723095447. Our contact details are set out in section 15 below.
14.2 Any formal legal notices should be sent to us at the address at the end of these Terms and Conditions by post or by email and confirmed by post.
14.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms and Conditions.
14.4 If any part of these Terms and Conditions is found to be unenforceable as a matter of law, all other parts of these Terms and Conditions shall be unaffected and shall remain in force.
14.5 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of the Services shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
14.6 You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions or any related order for products to any third party unless agreed upon in writing by QVC.
14.7 QVC reserves the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of its rights or obligations under these Terms and Conditions or any related contract to any third party.
14.8 No term of any contract subject to these Terms and Conditions shall be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person not a party to such contract.
14.9 You and we agree that English law applies to these Terms and Conditions and that any dispute between us arising out of or in connection with these Terms and Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.
How to contact us
By Phone.
Call our Customer Care team on 0800 51 41 31. For your convenience, our trained advisors are available 24 hours a day, 7 days a week, 364 days a year to offer you support and assistance. (We are closed on Christmas Day). We may monitor and/or record calls for the purposes of training, quality control and/or improving customer care.
By email
Contact us via Webmaster at webmasteruk@qvc.com
By letter
Write to us at:
Department Q
QVC Customer Operations Centre
South Boundary Road
Knowsley Industrial park
Knowsley
Liverpool, L70 2QA
