We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these terms do not affect your statutory rights.

 

Unwanted Products: Our policy is to ensure that you are satisfied every time you place an Order with us. If you are unhappy with an item when you receive it or if you simply change your mind please return it to us within 60 days, with the dispatch note, having taken reasonable care of it and in an unused state complete with packaging and all components, and we will refund you the price you paid for that product (excluding any P&P). We will make the refund directly to your PayPal account or your personal account within 30 days or earlier once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you. You will only have to pay for the return postage of the Products. 

 

Faulty Products: We try to select and package the Products as well as possible to ensure they arrive in good condition. However, if a Product arrives damaged or with defects, or is not what you Ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the Product to us at the postal address below within 60 days of receipt. In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs. For help with items later than 60 days after your initial purchase please email us for more information. This does not affect your Statutory Rights. 

 

Please contact us to inform us of your wish to return products. We may allocate you with a Returns Code which should be included with the package to improve processing of your return. We may also advise you how to send the item back to us. Occasionally items may have to be picked up by a courier service. 

Please take reasonable care of the goods, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.

Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. Under these regulations you have 14 days, starting the day after the day on which the goods come into the physical possession of the consumer or the person that he asks you to deliver the goods to. But as you can see we extend that to 60 days, as we pride ourselves on our excellent products and customer service. 

Any Problems please do not hesitate to contact us and we attempt to reply within 24 hours, either via our website, your order confirmation or by email: customerservice@palestren.co.uk

Palestren 23^rd May 2018

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use our services through our website, EBay, Amazon, Paypal, Game, any social media, or their related sites and services.

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including EBay, Amazon, Paypal etc or any third party services you access through these sites.

Information I Collect

To fulfil your order, you must provide me with certain information (which you authorized Ebay, Amazon, Paypal etc to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information if you contact me directly.

 

Why I Need Your Information and How I Use It

I rely on a number of legal bases to collect, use, and share your information, including:

• as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the selling platforms, Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the platforms Seller Policy and Terms of Use.

Information Sharing and Disclosure

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

• Ebay, Amazon, Paypal, Shopify (the website we host on). I share information with them all as necessary to provide you my services and comply with my obligations under both their Seller Policy and Terms of Use policies.
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies and order processing software. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• I use Royal mail to post my parcels, and only use your name and address to complete my order, to be delivered to your place of residence. Where a courier is used we also share a contact number and email address if provided to ensure they can contact you.
• I share information with Paypal as necessary to provide you my services
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.

The information I collect during a sale is stored by Amazon, Paypal or Shopify. These companies have their own security in place. They have Payment card industry data security standards to keep a secure environment to help prevent credit card fraud. They also use secure servers.

My accounts are all password protected, I also use computer antivirus to make sure that any suspicious activity is stopped, and I am notified of any unusual login attempts. I also have these processes in place for my tablet, and on our Android phones. We also have an alarm and security system with CCTV in place at the work premises.

To help me process your orders, occasionally I must keep a paper copy of any orders, these include your name, address, and your method of contact if there is a problem with an order and is only kept for as long as it takes to resolve the problem. After this time all data is then destroyed, by secure methods.

Your Rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

• You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.

How to Contact Me

For purposes of EU data protection law, I, Elestren Vassalli, am the data controller of your personal information. If you have any questions or concerns, you may contact me at teampalestren@gmail.com Alternately, you may message me on our website www.palestren.co.uk

 

• Online sellers of goods and services must provide a link to the European Online Dispute Resolution platform on their website and an email address for consumers to use to contact them. Here is the link: European Online Dispute Resolution platfor

Palestren is a brand of Genix Trading Ltd - Company number 11480017
53 Rosebery Road, Exeter EX4 6LT