TERMS & CONDITIONS
Terms & Conditions
This part of the website contains important information about how we will process your order. These terms and conditions apply to the use of this website. By accessing this website and/or placing an order you agree to be bound by the terms and conditions detailed below.
If you have any questions relating to these terms and conditions do please contact us before placing an order.
Products are supplied unpainted and unassembled, unless otherwise stated in the product information. Photographs are supplied for inspiration and in some cases can be used as a painting guide.
ORDERING BY EMAIL OR TELEPHONE
This is possible but as we have grown larger as a business it is more and more difficult to administer sensibly. We are going to have to make a charge for doing this and the P&P is charged at a flat rate. If at all possible, please place your order via the internet. It will cost you less as there won’t be queries about you contact and shipping details, you will receive your goods more quickly and we won’t need to check if payment has come through.
Wherever possible, please use our website for ordering because,
a) your order will be despatched faster and
b) it will cost you less in postage.
Feel free to ask questions via email but we will ask you to place straightforward orders via the website.
We know you want your products right away! We will despatch your order as soon as humanly possible. Most of the time this is within five working days, depending on Trade Show attendance, public holidays etc. If you have particular deadlines, please make contact to be sure that we can meet your needs before you order.
Orders will be processed as follows;
- You will be guided through the process of placing an order by step by step instructions on the website. This includes deciding whether you wish to insure your goods.
- You then place the order for your products on the website by pressing the ‘Place Order’ button at the end of the check-out process.
- An automatically generated order acknowledgement will be emailed to you detailing the products you have ordered.
- As your order is despatched from our premises, a shipping confirmation email will be sent automatically from our website with details of any items out of stock which will be fulfilled as soon as new stock arrives from our suppliers.
- You will receive further despatch notifications or information pertaining to your order by email when any outstanding items are despatched, so that you know to be on the look-out for their arrival.
Order acceptance and the completion of the contract between you and us will take place on the despatch to you of all the products ordered, unless we have notified you that we cannot accept your order, or you have cancelled it in accordance with the instructions in Cancelling an Order.
PRODUCTS CAST TO ORDER
Like fine food, your Magister Militum figures and Battleground buildings are made to order. It can take a few days for your order to reach the top of the casting list and be despatched. All our customers are very important to us and to keep things fair, we operate a queuing system where by the oldest order is cast first.
ITEMS OUT OF STOCK
If your order is incomplete, you will receive a notification on your despatch email detailing what is missing and how long we estimate it will be before we receive and can ship the outstanding items to you. Most of our imported goods come from far flung places and we need a certain order size to make the importing process cost effective. Occasionally customs hold up an order longer than we expected. We will despatch your order as soon as possible.
In the very rare event we have none of what you have ordered in stock, we will email you to advise you of how long we estimate before stock comes in and we can despatch your order.
Please make sure firstname.lastname@example.org is added to your safe senders list so that our order related emails to you do not end up in a junk/spam folder.
POSTAGE AND PACKING PRICES
Postage and Packing is complicated due to the sizes and weights of the products we stock. We work to a maximum P&P value in the UK and Europe. This means when you reach the maximum P&P for the UK or Europe you pay no more postage, no matter what you add to your order. We have special rates for light items such as decals too.
There is no maximum P&P for orders destined for the rest of the world due to carriage charges. However, areas outside the EU will be able to enjoy VAT free shopping, the final price being calculated at check-out when the shipping destination country is selected.
To get your shipping quote, begin the check-out process and choose you country for delivery. At this stage you can choose whether you want a tracked method of postage or not. Signed For/Tracked services are not available to Post Office Boxes, please use a physical address if you require this. Only a very small number of parcels go missing each year, however we recommend you consider using a tracked service for high value orders or for difficult delivery zones, in case your parcel goes missing. Above a certain value, tracking is compulsory to protect both parties.
We will not be able to provide replacement products if your parcel gets ‘lost in the post’ and you did not choose a tracked service. We reserve the right to choose which service is most appropriate for your order, typically; Signed For, International Tracked/Signed For or Courier. Those services will often require your email address and phone number prior to booking your parcel for collection.
Where your order is despatched in more than one shipment and you have chosen tracking we will track the highest value consignment or the first consignment to that address. This may mean that out of stock items follow on without tracking.
If you subsequently add to an order we are already processing, we reserve the right to adjust the postage accordingly plus an administration fee, as if it had been part of the original order.
It is not normally possible to combine orders for the purposes of refunding postage, though on occasion we may choose to do so e.g. if there are send ons from more than one order from the same supplier. If we do combine two or more orders at a customer's behest, we may refund excess postage but it will be less an administrative fee.
SUBSTITUTION OF PRODUCTS
If we do not have the colour you have requested in stock when your order comes in, in certain circumstances, we will substitute the nearest colour we have (e.g. for dice or decals/shield transfers) to complete your order, in order to save you waiting for more stock to come in.
If you do not wish us to substitute a colour, that's no problem but please let us know in the comments at the check-out that only the colours you have selected are acceptable to you.
In almost every circumstance, we can fulfil your order but in some cases it can involve a delay whilst stock comes in from abroad. Thank you for your patience.
If you are placing an order which has lots of changes to pack contents or pose requests (possible on ranges that we own) and therefore you cannot order via the website, we will happily cast this for you, but we will need to make an additional charge to cover the costs as it takes more time to administer these orders and associated payments.
You’ll be charged P&P as if it were a telephone order with a small charge to cover moderate bespoke changes and a larger fee to cover large or complex orders. If we need to consult rules in order to interpret what you need and this takes a significant amount of time, we will charge that time at an hourly rate.
It helps enormously and keeps the costs down if you give us the product code and pose type and number of figures or packs on one line for each different code you are ordering.
Wherever possible, please use our website for ordering because your order will be despatched faster and it will cost you less in postage.
Please make sure that the address you have given us to ship your order to is complete and correct address, otherwise your order may not reach you! If your address requires access codes for postal service personnel to gain entry, please make sure we have this information at the time of placing your order. Re-delivery will incur shipping costs.
VALUE ADDED TAX (VAT) FREE SHOPPING
Our customers having goods shipped to the 'Rest of the World' postal zones can enjoy VAT free shopping at Magister Militum. If we are despatching your goods to an address outside the European Union (EU) then VAT on products (VAT does not apply to books), currently at 20%, will be deducted from your order during the check-out process.
NON ACCEPTANCE OF AN ORDER
Circumstances where we cannot accept an order include the following;
- The product you ordered being unavailable or discontinued from stock, in which case we will refund the amount paid if there is no suitable alternative which you agree to.
- The identification of a pricing or product description error.
- Our inability to obtain authorisation for your payment. We will endeavour to contact you but if we cannot resolve the issue within four weeks we will assume you no longer wish to continue with the order.
ORDERS ‘LOST IN THE POST’
If your parcel is lost in transit, we will do all we can to identify the last known location of the item in the postal system. If a tracked method of posting was used this is easier. Many carriers stipulate a minimum wait time before a claim can be initiated. For Royal Mail despatches, we do not initiate claims until 28 working days have passed. We cannot arrange provision of replacements until a claim has begun. If the value of the goods exceeds the compensation available on your method of posting then you will need to choose which products are to be re-sent.
Despatch of replacements will only take place after clarifying your full postal address. If your original address was incomplete or incorrect or you were unavailable to take delivery of the goods, we will not bear the cost of re-sending your order. If you have already had an order 'lost in the post' we reserve the right to refuse further orders placed without tracking.
If we have accidentally sent you an incorrect product, please return it to us suitably packaged and unopened, in saleable condition. We will send out the correct product as soon as possible. Please be sure to obtain a proof of posting certificate from the Post Office. When we receive your item we will see the postage you have paid (or estimate it) and we will refund that at the time we send out the correct product to you.
ORDERS 'RETURNED TO SENDER'
If a parcel is returned to us as ‘undelivered’ (e.g. incorrect address, non-collection etc.), we reserve the right to ask for clarification of your address before arranging the re-delivery of your order, at your expense. We cannot accept responsibility for the service provided by the delivery organisation, whoever that may be.
We hope you’ll be delighted with your purchase. If you should change your mind and wish to return a product we’ll be happy to refund or exchange it within 21 days of purchase providing it is in re-saleable condition, in original undamaged packaging and unused.
Please note that your right to return products does NOT apply to products which fall into the following categories, unless they are faulty;
- Specially composed packs made to your specification
- Unsealed CDs, DVDs, software or Boardgames
- Figures you have painted
We can offer your choice of credit voucher to use on our website, or refund to your payment card.
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed in the following circumstances;
- The original account no longer exists
- The original account details have expired
If using Royal Mail to return goods, always get a ‘proof of posting’ certificate. We cannot process your return if your parcel gets ‘lost in the post’ on its way back to us without this evidence.
If returning high value items we recommend you take out insurance to cover the value of the goods in the event of loss or damage.
Please return the goods in suitable packaging including the following information;
- Email address or phone number,
- Order number,
- Reason for return and
- Whether you would like a refund or replacement
CANCELLING AN ORDER
If you cancel your order in writing (letter or email with order number) within seven working days, before the goods have been despatched we will refund the purchase price and P&P. If your order is a part fulfilled order we will refund the purchase price of the outstanding products excluding P&P providing you notify us in writing within seven working days of receiving your original order. If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price upon receiving the goods back, excluding the P&P charge. In order for this to happen, you need to notify us in writing no longer than seven working days after the day on which you receive the products, have taken reasonable care of the products and return them in their original packaging, unused and in re-saleable condition. If the product returned is not in fully re-saleable condition or the packaging is damaged, we cannot issue a refund. Full instructions are set out in our Returns Procedure.
We aim to supply top quality, ready to use products. Some minor ‘clean up’ of flash or mould lines may be required on buildings or figures. This is best achieved with a small file or craft knife.
Very rarely, a faulty pack slips through the quality assurance checks. In this case, please notify us and we will either replace the missing or mis-cast part or request it from the manufacturer if we import that product. We will deal with your enquiry as quickly and efficiently as possible. We may ask you to return the faulty goods for quality assurance purposes but will refund the postage if the goods were genuinely faulty.
Wargaming figures can contain sharp bits, so be aware of this when handling them.
Magister Militum miniatures are made from a tin alloy or in some cases pewter e.g. Nativity Sets and 10mm Magister Militum dinosaurs. We advise hand-washing after handling unpainted miniatures, especially before having something to eat!
Magister Militum gift cards can only be redeemed on our website. We cannot accept gift vouchers at trade shows or on orders over the telephone. Gift cards may not be exchanged for cash or refunded. If the goods purchased online total less than the value of the gift card, any balance will be left as a credit for you with magistermilitum.com and can be redeemed using the same code against subsequent orders. If you have to return goods you have purchased online using gift vouchers, then in most instances we will credit your online shopping account against further purchases.
Our new website will not initially have the facility to redeem gift cards whilst we make improvements to the site. If you have an existing gift card, please contact us and we will assist you.
DESCRIPTION OF PRODUCTS
We do our best to describe our products accurately on our website and in our catalogues. The website will usually be the more up-to-date of the two!
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. If you find an error, please let us know about it and we will get it fixed as soon as possible.
Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order, especially if a supplier has changed the product contents or details.
Payment is handled by your choice of payment card or PayPal. We do not store your payment details or have access to them, though we can arrange refunds as and when necessary.
We confirm that any personal information which you provide is held in accordance with the prevailing regulations.
We will take all reasonable precautions within our power, to keep the details of your order and payment secure. In the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.
We will only use your information to;
- To update you on order progress.
- To arrange shipping of your goods to your shipping destination.
- To purchase tracking for your parcel.
- If you consent, to notify you of products or special offers that may be of interest to you by email. We only send emails when we have some real news, typically five or six times a year. You will not be bombarded with marketing emails and can unsubscribe at any time by clicking the ‘unsubscribe’ link in the emails.
- To administer this website.
For internal statistical or survey purposes to improve this website and its services to you.
We do not use your data for purposes other than getting your orders to you and communicating with you according to your preferences in our marketing email sign up, from which you can unsubscribe. Neither do we sell your data to third parties.
You must obtain permission from us before using images or text from this website. This includes all copyright material and trademarks.
You acknowledge and agree that the material and content contained within the website is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the website is strictly prohibited. You agree not to copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
COMPLIANCE WITH LAWS
The website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.
We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy and reliability of the website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.
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