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These terms and conditions were last updated on 29th September 2023.
1. Introduction
1.1 These terms & conditions set out the terms between you, the customer and us, the website owner.
1.2 Your use of this website and any service contained within constitutes acceptance of these terms & conditions in full.
1.3 You should not use this website if you do not accept these terms & conditions in full.
2. Customer Information
2.1 You should always check that the contact information you provide is correct before creating a customer account or proceeding to payment.
2.2 You are responsible for maintaining your own username and password where required to access your customer account. You should ensure that you store your username and password securely and that the details required to access your customer account are not provided to another party.
3. Privacy
We are committed to protecting your privacy. Our Privacy Policy explains how we collect, use, and disclose information about you. By using our website, you consent to the practices described in our Privacy Policy which you can see here.
4. Product Pricing, Title and Responsibility
4.1 We make every effort to ensure that the pricing displayed on our website is correct. However, if an error in the pricing of a product is found, we reserve the right to either cancel your order or contact you to arrange payment of any extra sum due or refund any overpayment made by you (as applicable). The processing of an order can be cancelled or corrected by us at any time up to the shipment of that order and any related items.
4.2 Prices are not subject to VAT.
4.3 We reserve the right to alter all product pricing without notice.
4.4 Title in any products ordered from us does not pass to you, the purchaser until we have received and processed a valid payment, and that payment has been made into our own bank account, and your order has been shipped and received by you.
4.5 We are responsible for any loss or damage to any products until they are delivered to you.
5. Your Order
5.1 When you place an order, you will automatically receive a confirmation email from us to confirm your order. Your order constitutes an offer made to us to purchase the goods specified in the order.
5.2 Your offer is only accepted by us once we have emailed you to confirm the dispatch of your order.
5.3 Product items not included within the dispatch email are not included in the order and contract between you and us.
5.4 We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.
5.5 If we are unable to reasonably ascertain these details or resolve these issues, a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered, nor will a refund be made to any third-party card or account.
6. Shipping and Customs Duty on Physical Products
6.1 All orders received by us are shipped subject to availability.
6.2 We reserve the right to ship products at a later date (up to 28 days after purchase) where the product ordered is not in stock at the time of purchase. In this situation, you will be contacted and offered a full refund instead of delivery of the product.
6.3 We cannot be held responsible for disruption to shipping caused by industrial disputes or actions outside our direct control. If such disruption occurs, you will be offered delivery via an alternative delivery or fulfilment company or a full refund.
6.4 We do not ship physical products outside of the UK.
7. Cancellation Rights, Returns and Refunds – Physical Goods
7.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel your purchase. However, to exercise this right, you must notify us in writing via email within 14 working days from the day after you receive your goods. After notifying us, you then have a further 14 working days in which to actually return the goods to us.
7.2 No right of cancellation, refund, or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product unless the product is defective and you are returning it for this reason.
7.3 Please observe the following procedure for all returns to us:
7.3.1 Please notify us via email at sarah@paperroomcreative.co.uk within 14 days of receiving your item. To help us out please include your order number and the reason for the return in your email.
7.3.2 If you are returning your product because it is defective, please state the defect or defects.
7.3.3 Repackage the product in its original packaging, including any accessories that came with the product. Unfortunately, we will be unable to issue a refund where the product is in an incomplete state.
7.4 If the original packaging surrounding the product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
7.5 Unless the product purchased is stated by us on our website as qualifying for free returns, you are responsible for paying any postage or shipping costs incurred when returning the product.
7.6 We recommend that all returns be sent by a trackable service so that a record of the return is available for you.
7.7 We will not issue refunds for any items lost or stolen in transit to us.
7.8 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
7.9 Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.
7.10 Subject to the above, we will refund the purchase price of a returned product within 14 days of the item being received by us.
8. Cancellation Rights and Refunds – Digital Download Goods
8.1 Digital downloads, once purchased, are immediately accessible and can be saved or copied. Given the nature of digital products, we regret that we cannot accept returns or issue refunds for digital downloads.
8.2 We make this information clear on the product listing, by completing your purchase of a digital product you are agreeing to these terms and waive the right to a cooling off period of 14 working days and the right to cancel during that period.
8.3 We encourage you to review product descriptions, previews, and any available information before making a purchase to ensure that the digital product meets your expectations. You can even set up a discovery call to discuss if a product is right for you before making a purchase.
9. Professional Disclaimer – Digital Download Goods
9.1 While every effort has been made to ensure that digital products are accurate, informative, and useful, they are intended for general informational and educational purposes only.
9.2 Purchasing a digital product from us does not create a designer–client relationship. No personalised advice, professional consultation, or technical guidance (e.g. structural, electrical, or health-related advice) is provided as part of any digital product.
9.3 You remain fully responsible for how you interpret and use the information provided. We strongly recommend consulting with qualified professionals or tradespeople when undertaking any home renovation or design work.
9.4 We do not guarantee specific results and accept no liability for decisions made based on our digital products.
10. Customer Complaints
We endeavour to respond to all customer complaints or queries within five working days. Please put your complaint in writing to sarah@paperroomcreative.co.uk
11. Faulty Products
11.1 Where you experience a fault with a product, it can be returned to us subject to our returns policy above.
11.2 Where you experience a fault with a digital product or service, please contact us as soon as possible. In the event of a defective product or service, we may ask you to remove it from the device on which it is located or accessed.
11.3 Where any goods (whether physical or digital) are found to be defective, we will offer a replacement item as soon as reasonably possible and within 30 days of being notified of the defect, or we will issue a full refund in accordance with the Consumer Rights Act 2015. Where a refund is offered and accepted by you, it will be made within 14 working days of receiving your acceptance of a refund.
12. Events Outside Our Control
We shall not be liable for delay or failure to perform any obligation under these terms & conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including, but not limited to, acts of god, war, civil disorder or industrial dispute.
13. Licence
13.1 If you purchase downloadable products, you are granted a non-exclusive, non-transferable license to use the products for personal, non-commercial purposes only. You may not reproduce, distribute, or resell these products
13.2 We grant you a licence to access the content, information and services contained within our website for personal use only.
13.3 This licence allows you to download and cache (using your browser) individual pages from our website.
13.4 This licence does not allow you to download and modify individual pages or substantial parts of our website nor to make our website available via an intranet, where our website or a substantial part of it is hosted locally on the intranet in question.
13.5 Our website design, layout, content or text cannot be copied, edited or otherwise manipulated without our express prior written permission.
13.6 Our website cannot be placed within the frame-set of another site.
13.7 Third parties are not allowed to “deep link” to pages within our website without our express prior written permission. All links (unless expressly permitted by us) should be to the main index page of our website. Furthermore, the content of such links, whether graphic or text, should not be misleading, false, derogatory or in any other way offensive.
13.8 The restriction on “deep linking” does not apply to affiliate partners who wish to send customers directly to a particular page or product in order to increase their affiliate sales.
14. Copyright
14.1 All content, databases, graphics, buttons, icons, logos, layouts, and look & feel are our copyright unless expressly acknowledged as otherwise.
14.2 The data mining, extraction or utilisation of product information from our website is not permitted without our express prior written permission.
15. User Generated Content
15.1 Where the facility exists, you may provide reviews or public feedback on the website of products purchased by you, also known as user-generated content.
15.2 Where the facility exists, such user-generated content can be provided in different formats and mediums: text, audio, video and still photographs.
15.3 As part of providing this content to us, you agree to grant us a worldwide, irrevocable, non-exclusive, and royalty-free license to use, distribute, edit, translate and repurpose such content, as we require, including sub-licensing to other parties.
15.4 Such content shall not infringe the intellectual property rights of any other party. Furthermore, the content shall not be illegal or capable of breaching the laws of any jurisdiction in which it may be displayed.
15.5 We reserve the right to remove any content which breaches or risks breaching these terms and conditions.
15.6 However, we shall not assume any responsibility for auditing or monitoring any user-generated content.
15.7 Any complaints about such content by rights holders or any user or visitor to our website should be directed to us using our contact details listed at the end of these terms and conditions.
16. Limitations and Exclusions of Liability
16.1 Where content and information are provided on the website without charge, we exclude all liability for such content and information.
16.2 All business losses (including, but not limited to) loss of profits, income, revenue, damage to goodwill, loss of other commercial contracts, and other commercial opportunities are all excluded.
16.3 All indirect, consequential or special losses or damage are excluded.
16.4 All other losses or damages not reasonably foreseeable at the time of the contract between you and us are also excluded.
16.5 All losses relating to the loss or corruption of data, databases, systems, software or hardware are all excluded.
16.6 These terms and conditions do not exclude or limit liability for death or personal injury caused by you or us.
16.7 These terms and conditions do not exclude or limit liability for fraud or fraudulent misrepresentation caused by you or us.
16.8 These terms and conditions do not exclude or limit liability where this conflicts with the applicable law for this jurisdiction.
17. Indemnity
By your use of our website, you hereby indemnify us and undertake to keep us indemnified at all times now and in the future against all possible claims relating to any breach of these terms and conditions by you. Such indemnities include (but not be limited to) all costs, legal and otherwise, and all other expenses, damages or settlements arising from your breach of these terms and conditions.
18. Variation
We reserve the right to vary these terms & conditions at any time without giving notice to you. Such varied terms and conditions shall automatically apply to the use of our website from the date of publication on our website.
19. Assignment
We reserve the right to assign our rights and our obligations under these terms and conditions without giving notice to you. This right of assignment shall only apply to us and shall not apply to you in any way.
20. Severability
The paragraphs, sub-paragraphs and clauses of these Terms & Conditions shall be read and construed independently of each other. Should any part of these Terms & Conditions or paragraphs, sub-paragraphs or clauses be found invalid, it shall not affect the remaining paragraphs, sub-paragraphs and clauses.
21. Waiver
Failure by us to enforce any accrued rights under these terms & conditions is not to be taken as or deemed to be a waiver of those rights by us unless we acknowledge the waiver in writing.
22. Third Parties
These terms and conditions are between you and us. They do not apply to or benefit any third party and are not reliant on any third party.
23. Entire Terms & Conditions
These terms & conditions set out the entire agreement and understanding between you and us.
24. The Consumer Rights Act 2015
These Terms & Conditions are specifically written in accordance with the Consumer Rights Act 2015. Should these Terms & Conditions conflict with the Act, the Consumer Rights Act 2015 shall prevail and apply.
25. Your Statutory Rights
When acting as a consumer, your statutory rights are unaffected.
26. Jurisdiction
These terms & conditions shall be interpreted, construed and enforced in accordance with English law and shall be subject to the exclusive jurisdiction of the English Courts.
Our contact details are as follows:
Paper Room Creative
12 Cobbett Road
Southampton
Hampshire
SO181HH
07786 233056