The Terms are governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of the English courts.
SPARTAN (the only official ecommerce agent of Coll Gen Limited)
53 Dickens Drive, Old Stratford, Milton Keynes, MK19 6NW
Coll Gen Limited, 590 Kingston Road, London, SW20 8DN
You should always check that the contact information you provide is correct before creating a customer account or proceeding to payment.
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.
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 over-payment made by you (as applicable). The processing of an order can be cancelled or corrected by us at anytime up to the shipment of that order and any related items.
We reserve the right to alter all product pricing without notice. We also reserve the right to discontinue the availability of Products at any time at our sole discretion. If an order is cancelled any payment made for the Products will be refunded in full.
Product images are for illustrative purposes only. On occasion the item you will receive will be slightly different from that shown in the picture. SPARTAN (the only official ecommerce agent of Coll Gen Limited) endeavours to always have up to date and accurate images for products. Should you have any queries please refer to the item description which will correctly show you what product is for sale or call our customer services who will happily verify any queries you may have.
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.
Prices quoted on collgen.co.uk are in UK Pounds Sterling. Outside the UK your credit card company will charge you in your local currency at the current rate. Please note that both charges and any refunds are in UK Pounds Sterling.
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.
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.
It is your responsibility to supply correct billing and delivery address information. In the event that inaccurate address information has been supplied SPARTAN (the only official ecommerce agent of Coll Gen Limited) is unable to accept any responsibility for misdirection of your order.
Unfortunately, severe weather conditions can disrupt our couriers from time to time. These circumstances are beyond the control of both SPARTAN (the only official ecommerce agent of Coll Gen Limited) and its couriers partners. No refunds will be given on delivery services if the courier is unable to operate its normal services due to bad weather.
We must allow up to 14 working days (UK Deliveries) from despatch before a parcel is deemed lost in transit.
All orders received by us are shipped subject to availability.
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.
We cannot be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery a full refund.
If you are ordering a product from outside the UK the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped. Furthermore your order may be subject to delay or be opened and searched by local customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs.
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within seven working days from the day after you receive your goods.
As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.
Please observe the following procedure for all returns to us:
On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product.
We recommend that all returns be sent by registered post, so that a record of the return is available for you.
We will not issue refunds for any items lost or stolen in transit to us.
Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
Unused products may be returned promptly by customers to the address listed below:
SPARTAN (the only official ecommerce agent of Coll Gen Limited)
53 Dickens Drive
Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
We endeavour to respond to all customer complaints or queries within five working days.
Where a Customer experiences a fault with a product it can be returned, subject to our returns policy above to:
53 Dickens Drive
Events outside our control
Getting your parcel to you on time and as efficiently as possible is very important to us. We constantly review our delivery partners to ensure you get the best service at an affordable price.
For all purchases above £80.00 we ship the goods for free! The parcel should arrive within 5 working days. If you're not in when your parcel arrives, a card will be left telling you where it is. It maybe be left in a safe place or there will be details on how to pick up your order.
UK Royal Mail Standard Delivery- 5 working days- £5.99
UK Royal Mail Special Delivery- next working day- not available
We deliver the goods to UK destinations for delivery outside UK, please contact us on: 07538712168 or email: firstname.lastname@example.org, email@example.com or firstname.lastname@example.org
We always hope that you are pleased with your purchase. However, If you need to return an item for exchange or any other reason, please read the instructions below carefully.
We accept returns on the basis that the goods have been unopened, unused and are in a resaleable condition. All packaging including cellophane wrapping and tamper resistant seals must be intact. Our products have security seals, and if these seals are broken then the item cannot be resold and will not be accepted by our returns department.
In the event that goods are being returned because of SPARTAN (the only official ecommerce agent of Coll Gen Limited) will be responsible for postage costs in replacing goods these costs will be reimbursed to you on receipt of the returned goods. SPARTAN (the only official ecommerce agent of Coll Gen Limited) retains the right to request photographic proof of damage caused to items before offering a refund. In the event that non faulty goods are returned we will make a charge for postage and administration. Non-faulty items must be returned to SPARTAN (the only official ecommerce agent of Coll Gen Limited) within 14 days.
SPARTAN (the only official ecommerce agent of Coll Gen Limited) Returns Department
53 Dickens Drive
Email Send an E-mail to email@example.com or firstname.lastname@example.org stating the order number. Detail the items you wish to return and tell us the reason for the return. We will contact you with in 2 working days with instructions on how to return the goods to us.
Once your Return has been authorised we will ask you to send the goods back to us.
Pack your parcel with care; if you fail to pack the parcel and your goods arrive damaged (as a result of the return trip) we may not be able to process your return. You should obtain a receipt for the parcel when you send it. Please write you name and order number on the outside of the parcel.
Please allow 7 days for your parcel to reach us if you are in the United Kingdom, for returns from International locations please allow up to 28 days.