TERMS & CONDITIONS
PugPublishing Ltd is a UK based business. All goods are dispatched from the United Kingdom. At this point in time we dispatch to the UK only (England, Wales, Scotland, Northern Ireland, Isle of Man, Scilly Isles). If ordering from overseas please contact us at firstname.lastname@example.org for a price for postage and packing.
Payment and Security
We accept online orders with payment by credit or debit card via a secure online payment system. Your card details are entered via their secure PCI DSS compliant server. PugPublishing Ltd does not take, process or store any debit or credit card details. We do not accept cheques or postal orders.
Shipping and Handling
P&P costs are shown at checkout as accurately as possible, given what we know to be true at the time. However, we reserve the right to hold any order where actual P&P differs widely from the online amount charged. In such cases we will contact you if postage costs are going to be higher than those stated when you placed the order.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. PugPublishing Ltd will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
Returns and Exchanges
Returns and exchanges are accepted providing that we have been informed by email (email@example.com) within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address or addresses that we will provide (please email us for an exchange/return form). This must be done within 14 days of the issue of the return/exchange form. Faulty or damaged goods will be replaced or refunded in full (please see the ‘Faulty or Damaged Items’ section below). For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P.
PugPublishing Ltd are not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Faulty or Damaged Items
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us regarding a replacement. We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Orders can be cancelled up to the point of dispatch. All online purchases have a ‘cooling-off period’. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods. We must be informed of non-receipt of goods in a timely manner. Any declaration of non-receipt of goods made 3 weeks after the goods should have arrived may not be considered.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address. Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Articles and Information
The articles posted on this website are informative only. Reliability, accuracy or completeness is not implied. The information provided is given in good faith and PugPublishing Ltd and the authors are not liable for any accuracy or otherwise of information or advice given in the articles and blogs.
Write to us...
The right of Matthew Lees and Angus Lees to be identified as illustrator and author respectively of this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.