Delivery
Please ensure that you have entered your correct delivery address and check it when you receive your order confirmation.
We will usually despatch items within 1-2 working days of the order being placed. All deliveries will be by Royal Mail Tracked service. This will normally mean that your parcel will arrive within 3-5 working days. However, any issues with Royal Mail deliveries are outside our control. Occasionally a parcel may be delayed en route. If you have not received your parcel within 7 working days please get in touch.
If you require faster delivery, please get in touch before you order and we can arrange “Next Day by 1.00pm” Royal Mail delivery at extra cost.
Any problems with delivery caused by the customer entering an incorrect or partially correct address will not be our responsibility to rectify.
Damaged Goods
All items are fully checked before despatch. This means that if there is any damage it is likely that it occurred during transit. We may ask you for photos to show the extent of the damage including photographs of the packaging as well as information about whether you took personal delivery. If there is damage we ask you as a courtesy to inform us immediately on receipt of the product so that we can pursue the matter with 3rd parties as appropriate. If your parcel was left in a “safe place” and is then damaged after delivery then this is legally your responsibility. Claims will not be entertained if made more than 14 days from the date of delivery. In order for us to be able to reclaim for reimbursement for the fault/damage, we may ask you to return the product. Due to the nature of our products it is essential that you take care of it during use. It should be stored securely when the car is in motion and for ring binders, the zip should be closed carefully when not in use and it should not be held by the rings. We will not entertain claims for damage caused by careless use.
Missing Goods
In the unlikely event that your item does not arrive please let us know. We use a tracked service for deliveries so should be able to track what has happened to your parcel. If you have a nominated safe place then please check that place, please also check with family members and neighbours. No responsibility can be taken for parcels after they have been left in a a “safe place” that you have nominated.
Returns
If you are going to return the product we ask you to contact us within the statutory 14 days of receipt of the product. Claims for return will not be entertained after this period. Please initiate your claim by emailing sales@adininja.com. We will reply within 14 days and you will then have 14 days to return the product. If the product is not received within the 14 days the return will be closed.
Returns should be sent to
Losiam House, Barepot, Workington CA14 1JN.
You should make sure that the return product is well packaged and must include the original packaging. You must include a note inside the package stating the order number, order date and reason for the return. For a refund the product must be returned to us in unused condition. If the product is received by us in a used or damaged condition and you have not notified us of that damage, no refund will be made. Similarly if we don’t receive the package no refund will be made. Because of the possibility of damage in transit and /or the package going missing we recommend that you use a tracked and signed for service which includes compensation up to the full value of the goods. You should specify that the parcel may NOT be left in a safe place. Refunds will be made via the original payment method and will be initiated at our end within 14 days of receiving the return. Return postage will not be refunded. It may take your payment provider a few days to process the payment and for it to show up in your account. Please contact your payment provider if the refund does not show up in your account within 21 days of the item being received by us.
If you wish to change or upgrade your product, then please get in touch first. The normal process will be -> contact us – return product at your own cost – order new product in the normal way – refund will be made of your original payment.
IMPORTANT: Where you wish to return a physical product that includes a digital version and you have downloaded or viewed the digital version then the value of the digital version at the time of purchase will deducted from any refund. Our system tracks ip addresses for downloads and so records the number of times that a product has been downloaded by an individual customer.
Digital products and apps
No refunds are available other than the standard refund policies offered by 3rd party stores such as Google Play Store or Apple app store.
When you initially contact us please provide the following information in full.
Please complete the information below as fully as you can to make a claim.
Send photos in a separate email to sales@adininja.com