Shadow Harbour

Thank you for reading Shadow Harbour's all about me! Below you will find details of our postage discount, returns policy and details of your rights under the E.U. Distance Selling Directive.

Delivery Discount

If you make multiple purchases from Shadow Harbour via ebid we will try our best to charge you as close to what it costs us to send your purchases following the simplest system possible, taking into account postal fee's courier fee's and packaging materials. If you are purchasing multiple retail item's from us the delivery charge will be as followes;

Take the item with the largest delivery charge amount and simply + 0.30p for each additional item.

No Small Print Returns Policy

Returning an Item Under the E.U. Distance Selling Directive

When making a purchase from Shadow Harbour you are protected by the E.U. Distance Selling Directive, this directive protects you as a consumer and allows you to return an item purchased up to 7 working days from the delivery date and receive a full refund for your purchase including any initial delivery costs. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This policy does not affect your rights when we are at fault - for example if goods are faulty or misdescribed.

 Any goods returned under the E.U. Distance Selling Directive must be unused, in their original condition and with any shrink-wrap or seals intact. Some of the products we stock at Shadow Harbour have additional returns conditions and information. Please check the list below to see if your product is affected. If this is the case please follow the product specific part of this guide further down the page.

Returning an Item Under Shadow Harbour's 14 day Satisfaction Guarantee

At Shadow Harbour we would like all our customers to be satisfied with their purchases, therefore should you decide you are unhappy with your purchase you can return it to us for a full refund by notifying us within 14 days of the delivery date. Please note that should this be after the 7 days E.U. Distance Selling Directive "cooling off" period we will only refund the price paid for the product, delivery charges in this instance are not refundable and the goods must be sent back to us within 28 days from the initial delivery date. If the goods arrive later than this we will not be able to process the refund and we reserve the right to send the goods back to you and pass on any relevant costs incurred. You are responsible for the cost and risk of loss or damage in returning the goods, so you should take out enough postal insurance to cover their value.This policy does not affect your rights when we are at fault - for example if goods are faulty or misdescribed.

Any goods returned under our 14 day satisfaction guarantee must be unused, in their original condition and with any shrink-wrap or seals intact. Some of the products we stock at Shadow Harbour have additional returns conditions and information. Please check the list below to see if your product is affected. If this is the case please follow the product specific part of this guide further down the page.

Products With Additional Returns Conditions

- Clothes & Footwear

- Jewellery

- Electrical

- PC & Laptop

Returning an Item Due to an Error on Our Part

At Shadow Harbour although we strive to provide the best possible service sometimes the odd mistake happens, for this we can only apologise and fix the problem as soon as it has been brought to our attention.

In the rare case you receive the wrong item we will make arrangements with you to have the item sent back to us and the correct item shipped to you at our expense.

 Returning an Item That has Become Damaged in Transit

At Shadow Harbour, although we package our products well occasionally a package may become damaged in transit. If this is the case please write 'DAMAGED' next to your signature when signing for the package and inform us within 3 days of the delivery date so we can make a prompt claim with the delivery company. If you do not note that the package was received in a damaged state we may not be able to process an exchange or refund the item.

Returning an Item Due to a Manufacturing Fault

At Shadow Harbour we realise that inevitably a product may suffer from a manufacturing fault which only becomes apparent when the product has left our hands. If you believe this to be the case please notify us as soon as possible, a manufacturing fault is a fault that has occured at the point when the product was made. Please follow our guide below to see if your product has a manufacturing fault or defect, if the following statements apply to your product please read on to find out how to remedy the problem.

- Generally a manufacturing fault is realised either the first time a product is used or in the first few weeks of ownership, for example an embroidered dress which has missing stitching.

- The product hasn't been dropped or abused in anyway and has no visible signs of damage that would indicate this such as scratches, cracks etc

- The product hasn't suffered water damage, this could be either rain damage or a product that's been dropped in water and completely submerged

- The product has been used for it's intended purpose

- The product hasn't developed the fault through obvious signs of fair wear and tear for example a blender that doesn't blend due to the blades been worn

Clothing & Footwear

If you wish to return an item of clothing to us the following needs to apply;

Clothing is sent packaged in plastic to protect it from dirt and damp whilst in storage, please feel free to remove this plastic to try on our products. If you need to return the item all we ask is that it is suitably packaged and sent back to us with the tags still on. Clothing returns must not smell of cigarette smoke or animal odour, if this is the case your refund will not be processed and your item returned to you including any expenses incurred.The only exception to this is underwear and swimwear items, these will be sent packaged in the same fashion with a seal stating 'NOT RETURNABLE IF SEAL BROKEN'. If the product has not been opened you can still return these items if you wish for a full refund of the price paid for the item, if the seal is broken or tampered with the return will not be accepted. This is due to health and hygiene reasons. This policy does not apply if the goods are faulty.

Footwear is usually sent boxed, if you wish to return footwear they should be in the original box, and not worn outside. If their is evidence of outside use we cannot issue a refund. This policy does not apply if the goods are faulty.

Jewellery

Jewellery is included in our 14 day satisfaction guarantee, it is sent in plastic packaging to protect it from dirt and moisture. Please feel free to remove this packaging to try on your purchase, if you need to return the item all we ask is that it is suitably packaged and sent back to us with any tags still on.

Exceptions

Some jewellery we supply at Shadow Harbour is non-returnable, these are mainly products that involve the piercing of the skin or those that are worn in more private areas of the body. These products are send with a seal that states 'NOT RETURNABLE IF SEAL BROKEN' if you do not break the seal you can still return these products, if the seal is broken or evidently tampered with a refund will not be issued. This is due to health and hygiene reasons. Please see the list below for exclusions to our 14 day satisfaction guarantee.

- Pierced Earrings ( Doesn't apply to clip on earrings)

- Belly Button Jewellery

- Nose Studs and other Related Jewellery

- Jewellery designed for use in private areas

- Any other jewellery that pierces the body

This policy does not apply if the goods are faulty.

 Electrical Goods

Before returning electrical goods to us please contact the manufacturers helpline first in order to try and remedy the problem, we ask this as 90% of problems with electrical items returned are solvable over the phone.
 

Under 28 days From Delivery Date

If you have observed a fault with your electrical purchase within the first 28days from the delivery date which you have been unable to remedy via the use of the manufacturers helpline please contact us via ebid's email facility, also please include the following relevant information;

- Your order number found in the top right hand corner of your invoice/receipt

- The details of the product you wish to return, i.e. the description on the invoice and any related reference numbers

- Any reasons you have for wanting to return the item to us, please be as accurate and honest as possible as this is the only way we can ensure a smooth service and improve our service to you!

We will then give you instruction on how to return the item to us. When we receive the item it will be tested for the faults you have identified, only once we have confirmed the fault will we process your exchange or refund.

If we find no fault with the product we reserve the right to refuse the refund, return the item to you and pass on the cost of any expenses incurred.
 

Over 28days From The Delivery Date

If your purchase is now over 28 days from the delivery date and you have experienced a problem that you have been unable to solve via the use of the manufacturers helpline please contact us via ebid's email facilties, also please include the following relevant information;

- Your order number found in the top right hand corner of your invoice/receipt

- The details of the product you wish to return, i.e. the description on the invoice/receipt and any related reference numbers.

- Any reasons you have for wanting to return the item to us, please be as accurate and honest as possible as this is the only way we can insure a smooth service and improve our service to you!

In the case that your product fault is not as a result of misuse we will arrange for the product to be repaired if possible. If this is not possible we will endeavour to replace the product, if we cannot replace the product we will issue either credit, a full refund, or a partial refund depending on the length of time elapsed from the delivery date.

If the product fault has been caused as a result of misuse we may be able to arrange a chargeable repair.

If you have a problem you can't find the answer to in the above text please contact us using ebid's email facilities and we will endeavour to get back to you within 24hours.

Thank You,

Shadow Harbour Team