PAYMENTS TERMS & CONDITIONS
We accept all major credit and debit cards.
Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, PayPal
STANDARD TERMS & CONDITIONS
These terms -
What these terms cover
These are the terms and conditions on which we supply our services to you.
Why you should read them
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
Information about us and how to contact us
Who we are
We are KLENZZ LTD, A company registered in England and Wales. Our company registration number is 12481877. Our registered office is at 225 Queens Dock Business Centre, 67-83 Norfolk Street, Liverpool, L1 0BG.
How to contact us
You can contact us by email at firstname.lastname@example.org
How we may contact you
If we have to contact you, we will do so by writing to you at the email address you provided to us in your order or telephoning you on the number you provided to us in your order.
"Writing" includes emails
When we use the words "writing" or "written" in these terms, this includes emails.
Our contract with you
How we will accept your order
Our acceptance of your order will take place when we have received payment in full, and we have emailed you to confirm that the service(s) you have ordered are being processed and we are ready to receive your shoes, at which point a contract will come into existence between you and us.
If we cannot accept your order
All orders are subject to availability and acceptance by us. We may require proof that you are 16 years of age or over in order to accept your order. We may refuse to accept an order for any reason. If we are unable to accept your order, we will inform you of this and will not charge you for the products. This might be because the services are not applicable, because of unexpected limits on our resources which we could not reasonably plan for, because there has been a problem with payment or because we have identified an error in the price or description of the products.
Your order number
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
KLENZZ exercises the utmost care in processing articles entrusted to us and uses industry standard processes, which, in our opinion, are best, suited to the nature and condition of each individual item. Nevertheless, we assume no liability or responsibility for inherent weaknesses of or defects in all materials, including but not exclusively limited to suede, leather, silk, satin, double-faced fabric, vinyl and polyurethane, that are not readily apparent prior to processing. We cannot guarantee against colour loss or against damage to weak and tender fabrics. We assume no liability or responsibility for damage caused to items due to a manufacturing defect or failure, poor dye performance, mis-labeling, a misleading representation.
Suede and leather treatment
Suede & leather are examples of materials that have inherent weaknesses or defects in the material. They are subject to natural flaws. We cannot take responsibility for colour imbalance or change of texture.
Painting and Dying Treatment
During the Colour Restoration process, we cannot guarantee that any contrast coloured stitching will remain untouched.
The more work that is required to restore your item the more processes and products will be required. This may in certain circumstances slightly alter the way your shoes feel. At all times we will endeavour to keep the item to as near to the original as possible.
We guarantee that we will try our best to remove any stains present on your selected footwear. However, we cannot guarantee full 100 % stain removal. Linings that are heavily soiled may be particularly difficult to clean satisfactorily. The basic price of cleaning does not include the removal of heavy or ingrained stains. If a stain cannot be removed on a leather item, we will endeavour to cover the stain with the appropriate colour. This process cannot be done on suede, nubuck, canvas or fabric. This service is not included within the price of cleaning.
Suede/Nubuck – some types of stains may not be removable and stains already present may become more obvious with cleaning. Because of the nature of the material, significant improvements are not always possible. In some cases, colours can become faded with cleaning, and any embossed print can be affected.
If we are unable to remove the stains, we are nonetheless entitled to receive full payment for services rendered.
Exclusions of liability
KLENZZ use the most advanced industry standard techniques and professional materials, we do not warrant the use of, or employment of, the manufacturer original materials or processes. Where original materials are not available, parts and colours will be matched as closely as possible to the original – or to the agreed specification (such as colour matched to a particular part of the Item).
Cancelling an order
You are responsible for ensuring that your goods meet our authentic standards. The company reserves the right to not accept an order or cancel an order if there is reason to suspect the item is not authentic. Should this occur we will write to you and ask how you would like to proceed. Any goods we deem to not meet authentication standards will not be returned unless the customer pays for the full price of shipping
Loss and damage policy
In the unlikely event that an item becomes damaged whilst in our care, the liability of the item shall not exceed 5 times the repair cost regardless of brand or condition unless previously agreed in writing between both parties. If you are unhappy with any part of the completed work, you have 48 hours from return to contact us. We will investigate any complaint promptly and pay fair compensation for damage or loss due to our negligence.
To the fullest extent permitted by law, we shall not be liable to you under these Terms for any loss of profits, loss of business opportunity, wasted expenditure, goodwill, reputation or revenue or for any indirect consequential or economic loss or damage whatsoever arising out of or in connection with these Terms.
Right to Refuse
KLENZZ reserve the right to refuse our service to any customer.
KLENZZ Ltd reserves the right to change prices at any time and is not responsible for errors on the website related to pricing.
These terms and conditions do not affect your statutory rights as a consumer.
Your rights to make changes
If you wish to make a change to your order, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 - Your rights to end the contract).
Our rights to make changes
Minor changes to the services. We may make changes to our services from time to time, including:
- to reflect changes in relevant laws and regulatory requirements; or
- to implement minor technical adjustments and improvements.
Providing the products
- Deliveries to the UK are free of charge and products will usually be delivered within 1-3 working days once the service has been completed. We may also offer a Saturday delivery option subject to availability which will cost £4. For Saturday delivery, orders must be placed before 3pm the preceding Friday.
- Delivery will be complete when we deliver the products to the address provided by you.
- If products are to be delivered to a destination outside the UK, your order may be subject to import duties and/or taxes, and you will be responsible for any such charges. We will not be liable to pay any import duties or taxes under any circumstances.
- If products are to be delivered to a destination outside the UK, you are responsible for ensuring that you comply with any applicable laws and/or regulations in the destination country.
When we will return your goods
We will ship your goods to you via a third party as soon as reasonably possible and in any event within 30 days after the day on which we have completed your services.
We are not responsible for delays outside our control
If our return of your goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
In the event of an unsuccessful delivery
Our delivery services are provided by a third party logistics company. The third party terms will take precedent and a copy of these terms may be requested in writing if required.
When we become responsible for your goods
KLENZZ only claims responsibility for your goods once we have received them and provided you with confirmation of this fact. Up until that point, we take no responsibility for your goods, including during shipping both from you and to you.
What will happen if you do not give required information to us
We may need certain information from you so that we can provide the services to you. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Your rights to end the contract
Exercising your right to change your mind
If you are ordering services from within the European Economic Area (EEA), for most services you have a legal right to change your mind within 14 days and receive a refund as long as the service has not started.
How long do I have to change my mind?
You have up until the start of the requested services to change your mind.
Ending the contract where we are not at fault and there is no right to change your mind
Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when the service is completed and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
How to end the contract with us (including if you have changed your mind)
Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
- submit a refund request by going to the returns section in the footer of our website;
- email us at email@example.com. Please provide your name, home address, details of the order and your email address;
- by post. Write to us at the address in clause 2.1, including details of what you bought, when you ordered or received it and your name and address.
How we will refund you
If you are a customer, we will refund you the price you paid for the services (including delivery costs if the services are faulty or misdescribed), by the method you used for payment. However, we may make deductions from the price, as described below.
You must notify us of any problem or complaint you have with the workmanship on the Item(s) within seven days of you receiving or collecting the Item(s). If you notice a mark, stain or blemish that is on the Item you must notify us of this within 24 hours of receiving the item (as above). Where there is a dispute over any work carried-out, the record on our Management System is taken as the final order for the work.
We cannot accept returns or requests for refunds on the basis of the customer’s change of heart. We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.
We will not be liable for any damage to – or deterioration of/in – the item resulting from use or application of inappropriate products or inappropriate use/misuse of the Item following delivery of the order. If we are found to be at fault we will endeavour to repair and/or alter the Item to your satisfaction at our cost. In all circumstances, this will be the first course of action. Where the item has to be returned to us for this purpose, we will reimburse your costs of dispatch with evidence of a valid receipt/invoice.
If the fault is through misuse or customer liability any work to rectify the fault will be at your own cost.
Any claim settled will be on the condition that it is accepted by the customer as a full and final settlement.
When your refund will be made
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
- your refund will be made within 14 days from the day on which we are notified you no longer wish to receive the services prior to any work being completed. At this point we will organise the return of your shoes, the price of which will be deducted from your refund.
- in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
Our rights to end the contract
We may end the contract if you break it
We may end the contract for a product at any time by writing to you if:
- you do not make any payment to us when it is due;
- you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
- you do not, within a reasonable time, allow us to deliver the products to you.
- If we end the contract in the situations set out in clause 1 we will refund any money you have paid for products we have not provided.
If there is a problem with the service
How to tell us about problems
If you have any questions or complaints about the product, please contact us. You can email us at firstname.lastname@example.org or write to us at the address provided in clause 2.1.
Price and payments
Where to find the price for the services
The price of the services (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the service advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the service you order.
We will pass on changes in the rate of VAT
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
When you must pay and how you must pay
We accept payment from all major credit and debit cards, Apple Pay and PayPal. You must pay for the services before we perform them.
Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.
How we may use your personal information
Other important terms
We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation.
You need our consent to transfer your rights to someone else
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Nobody else has any rights under this contract
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts