Company Policy : It is always our policy at SilverBear Designs to treat our customers in exactly the way we like to be treated ourselves. We realise that small print is a bore, but it appears that not only to add to our credibility but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own large print version. Please note that your statutory rights under the current consumer protection laws are not affected.
Data & Privacy : * See under Refunds & Returns Policy.
Supply : We undertake to supply you with the
goods described in these Web Pages or in our brochure by any date you
might reasonably request knowing that our designs and commissions
have to be hand-crafted and then posted.
Contact : We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered, to be delivered by your date specified. We will not email you at all without your permission.
Delivery : Obviously you the customer recognise
that we do rely on Royal Mails postal service or ANC carriers
(or any other carrier for overseas deliveries) we try to monitor the
performance of our carriers continuously. Whereas we have so rarely
had a complaint about the quality of our goods, there may be occasions
when due to circumstances entirely beyond our control our goods may
not arrive at the requested time. Should this happen we will do our
utmost to offer immediate despatch of a similar replacement - providing
a satisfactory replacement is available. Please remember that all our
commissions are bespoke, hand-crafted pieces, therefore no two can ever
be exactly the same.
Guarantee : In the light of the foregoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our products and service. Again you should note that your statutory rights under the current consumer protection laws are not affected.
Refunds : * See Refunds & Returns Policy.
Payment - Commissions : Due to the nature of
commission work whereby each piece is individually designed to your
personal requirement , we will ask you for a payment of 50% of the total
value of your commission on placement of your order. We will contact
you during the week in which your order is to be despatched to arrange
payment of the remaining 50% to be made by cheque or charged to your
Complaints : We do not have a procedure - because
we have never got to that situation.
Refunds & Returns Policy : If you are not completely satisfied with your item(s) or any other item purchased from us, please contact us by email not later than 7 days after the receipt of your purchase.You will be issued with a Return Goods Approval Number covering only the purchases to be returned as specified in your email. Refunds cannot be given without an accompanying valid Return Goods Approval Number. We will only refund money to the value of the returned item(s) as specified on your original order - less Postage & Packaging. Items must be returned in their original packaging including any accessories and posted to us in original mint condition within 5 days of receipt of your Return Goods Approval Number. Should any damage have occurred to the presentation box the cost of the box will be deducted from your refund.All UK returns must be sent via Royal Mail Special Delivery. Outside Mainland UK returns must be sent by International Registered Mail guaranteed delivery. Please note all mailing costs incurred shall be the responsibility of the customer.Returns cannot be accepted after 7 days.Returns will be assessed in our workshop and refunded accordingly as above within 30 days of receipt.
Non Refundable Policy : No refunds will be
provided for used items. Exclusively commissioned and specifically designed
items are non refundable.
Final Note : Any concern that you might have regarding security, privacy or complaint in connection with making a purchase online may always be taken up with our office by email or telephone.