Direct Frames' Guarantee and General Terms and Conditions and Returns Policy

Guarantee

Direct Frames offer replacement or refund, without quibble, on any goods returned unused and in perfect and mint condition within 14 days of receipt.

Nothing in these terms is intended to affect your statutory rights.

Customer support and service is available by phoning 0870 067 3995 Monday to Friday between 9am and 5pm. We will normally respond fully to your query on the same working day.

Complaints - If you have any complaint please address it to Digital Frames Ltd, Unit 1 Trench Farm, Wickwar Road, Kingswood, GL12 8JU. We will normally respond on the working day your compliant is received.

These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights.

We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above). You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones.

Please note that different terms (including prices, delivery charges, delivery times and returns policies) may apply to purchases made in one of our stores.

You will have an opportunity to check and correct any input errors in your order up until you click the Submit Order button.

After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an e-mail (our first e-mail). We will then send a second email when we have processed and despatched your order. Please note that these e-mails are acknowledgements, not acceptance of your order.

Acceptance of your order and the creation of a legally binding contract between us will occur when we send you and email advising you that your products will be delivered to you.  (Alternatively, we may decline all or part of your order for any reason, in which case our third e-mail will tell you so)

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks with Protx or other agencies. In particular, we may pass your details to Protx for them to check against certain public and private databases. Protx may keep a record to use in future security checks. This helps to protect you and us against fraudulent transactions.

We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method or suggest that you visit one of our stores. Please note that products, prices and offers in our stores may differ from those featured on this site.

Prices and Payment

All prices and charges on this site are in UK pounds. They include any VAT payable, but exclude delivery charges (for details see ‘Delivery’ below).

The total cost of your order will be the price of the products you order, any additional services you choose (e.g. installation), plus the applicable delivery charge. All these will be set out clearly in your Shopping Basket before you submit your order.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative or suggest that you visit one of our stores.

We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we will tell you and ask you whether you wish to continue with your order or cancel it.

We accept payment by Mastercard, Visa, Delta, & Switch. Payment is deducted when we process your order.

Where We Deliver

Our Standard Delivery must be to an address in the United Kingdom (but excluding the Channel Islands and, for some larger items, the Isle of Man, Anglesey, The Scilly Isles and the Scottish islands). Other destinations by telephone request. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your goods.

We make every effort to keep our delivery charges as low as possible. Our charge depends on the type of product ordered and whether you choose standard delivery (5 working days), or a premium service.
The applicable standard delivery charge is shown on each product page. There are additional charges if you choose a premium delivery service. You will always be able to see all applicable charges before submitting your order.

Smaller orders are generally delivered either by courier or by post. If your product is one which is delivered by courier, you may be given the option of choosing a premium delivery service for a small extra charge during the order process.

For these larger products you will be asked or told about delivery dates for standard delivery as part of the order process.

We will notify you which delivery method we will use when we send you our third e-mail. Very occasionally different products in the same order may be delivered separately.

Delivery times are calculated in working days - i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order after 3.00pm, please calculate your delivery time as if your order had been placed the following working day. For next week day delivery (if available) please order before 10:00am.

Standard Postal and Courier Deliveries, normally 5 Working Days

If you choose a product which is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified. Premium delivery is not available for products delivered direct from the supplier. All deliveries must be signed for.

If we are sending your product by courier, our third e-mail to you will contain a link to the courier's website, and a parcel number, so that you can track your order right to your doorstep. Standard courier deliveries are usually made between 9am and 5pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.

You can track the progress of your order by logging in and then going to ‘My Account’. We will inform you if there are likely to be any unexpected delays.

We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check that they have been despatched by using our tracking facility (simply log in and then go to ‘My Account’). If your order is not en route to you, please e-mail us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  or telephone 0870 067 3995 . In the unlikely event that a product arrives damaged or faulty, please follow the instructions in our returns policy.

This Website

We, our Group companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Your data protection rights are set out in our Privacy Policy.

Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture.

These terms and conditions only cover the Digital Frames Ltd website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.

Digital Frames Ltd registered address is Unit 1 Trench Farm, Wickwar Road, Kingswood, GL12 8JU registered in England No. 05700537, VAT No. 877 3058 90.

DIGITAL FRAMES LTD RETURNS POLICY

Cancellations

You can cancel your purchase at any time either before or up to 14 days after delivery by:

-  following the "Returns" instructions in our returns policy;
- e-mailing us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it ;
- phoning us on 0870 067 3995 - please have your order reference number and delivery details to hand;
- returning the product to us addressed to Digital Frames Direct - Unit 1, Trench Farm, Wickwar Road, Kingswood, Wotton-Under-Edge, GL12 8JU

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any 'Free Gifts' received with the product must also be returned.

You will receive a full refund, and the cancellation is free of charge, provided you return the product to us at the above address and in unused and new condition.

We cannot cancel your purchase when:

-          the goods are not unused and in “as new” condition;

-          you return your goods without proof of purchase;

-          the goods were a special order to your specification;

Return of Faulty Goods

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange or refund if the fault occurs within 14 days of delivery.

To qualify for a refund or exchange the product must be:

- in otherwise "as new" condition; and
- complete with any accessories and free gifts offered with it

Please return the product to a Digital Frames Ltd or phone Aftersales on 0870 067 3995 (9am to 5pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items the guarantee period is three months from delivery.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

Digital Frames Ltd registered address is Unit 1 Trench Farm, Wickwar Road, Kingswood, GL12 8JU registered in England No. 05700537, VAT No. 877 3058 90.