Terms & Conditions
Terms and Conditions (All rights reserved by Retail Direct Online)
A) All products are produce in our own factories and Retailed Directly to the online customers. Retail Direct Online believe that unnecessary fancy marketing techniques, branding,and middle wholesalers create unnecessary increase in the prices of the product.
B) By cutting all these above and keeping a sensible efficient and practical approach helped Retail Direct Online offering our customers sensible Affordable prices and without cutting corners on the Quality.
C) From experience of last 10 years in Online Retailing | Retail Direct Online have come to the conclusion from experience that when Product quality is Good and the Prices is High as a Seller we get good quality buyers however the average Sales turnover is low | However when the Product Quality is High but the Price is Low the Sales turnover increase, however as a Business we get customers with a higher mix of Good and Unscrupulous Buyers.
D) Due to the higher amount of Unscrupulous Buyers these days the cost of selling increases creating a pressure for Retail Direct Online as a business to increase the price of the Products after sometime. However we as a seller thinks it’s not fair for all the brilliant quality customers so it’s more appropriate as a Business to create a fair , straight forward , clear , practical and easy to understand Terms and Conditions for the buyers to create a good buying experience and avoid unnecessary frustration for Seller and Buyer .
A) From time to time and from the feedback of the customers we at Retail Direct Online are continuing to monitor the quality our products (Edible and Non Edible) and always at the fore front in order to improve the Quality of our products where necessary.
Please advise there are 2 kinds of problems:
B) The quality of the product is not great which means that the buyer is facing problem while using it | this means there will be lot of unsatisfied buyers and complains | When this happens genuinely we at Retail Direct Online quickly monitors the pattern and discontinue the product temporally in order to recheck the Product quality to rectify and Improve the problem.
C) Sometimes its buyer’s inability, incorrect technique or poor handling of the product which creates problem and from our experience at Retail Direct Online have found that the Buyers are quick to jump to blame the Seller and Seller Product Quality without realising their own inabilities! Don’t blame us please and do your own research! We cannot justify your blame as we are on the other side of the business where we meet and listen to 100s of customers like yourself and much aware of the problem if it’s genuine or not! In this situation please be advice if we don’t see the pattern in the feedback's previously regarding a problem then we might not be able to help you with your complain. We will simply accept the return on the product (Edible or Non Edible) if it’s not used and in original condition.
D) If you have changed your mind as a buyer for whatever reason or the item is not up to your expectation please be advice this is not a case of inferior quality product! This is simply a case of Buyer Changed Mind or Buyer didn’t Liked the item for their personal reasons. It’s best to return the unused or up opened item back to us at Retail Direct Online for a full refund less the cost of postage and it’s probably best not to buy from us again.
2) Buyers abusing EBay or Amazon Buyers Protection:
A) With an advent of Internet and Online Purchasing all the businesses have seen a tremendous surge in the number of people or customers now preferring to buy online on a daily basis with trust and from the comfort of their home. However with this surge there is also a surge in number of unscrupulous buyers online which thinks that from the comfort of their home and protection behind the screen they can use lot of loop holes and leniency in the terms and condition of the Selling Platform to perform their unscrupulous activities! These unscrupulous buyers can abuse their Buyers Rights or Buyers Protection rights and demand unnecessary monetary refunds or favourable outcomes from the seller by threatening them with Negative Feedback!
We at Retail Direct Online takes any sort of Buyers abuse , scams , frauds very seriously as it affect our genuine buyers and our business directly .
B) Please be advice! Ebay and Amazon both have a Seller reporting system in place now where by any of the Buyer Protection Abuses or Threats or Suspicious Buyer Activity can be quietly reported back to Ebay through this Seller Reporting system. After this Ebay or Amazon profiles the Buyer and quietly monitor the Buyers Activity on their platform. If Ebay and Amazon sees a pattern in Buyers suspicious activity then they blocks / Black listed the buyer and they will never be able to buyer on Ebay and Amazon again.
C) As a buyer when you are opening a Case on Ebay or Amazon for a problem or resolution or dispute please advise that you need to be completely honest while you will be given certain options to select before the case have been opened against the seller for your purchase . Below is the example of the
Return/ Refund or
Item not as described or
Change my Mind or
Defective / Damaged
Please be advice if you don’t select the correct reason to open the case it’s classed as Buyer abusing their Buyer Protection rights and we as seller are obliged to report this to Ebay and Amazon in order to monitor the suspicious abusing activity of the Buyer.
Example: The product was not as good as expected by the buyer or the buyer has thought of a much higher quality product for that price! In the case it’s the personal reasons of the buyer who didn’t like the product and wants to return!
D) Please be advice you need to open a case of Change my mind or the Buyer didn’t liked the item for whatever their personal reason! In which case you will be liable for the Outbound and Inbound cost of postage although initially the cost of postage was free. Please don’t open a case of Item not as described or Defective / Damaged just to get away with both the outbound and inbound cost of postage. Doing this you are been dishonest and we will report you to Ebay and Amazon and also there will be a delay in processing your case as we will have to fight to get it correct it.
E) If you have changed your mind as a buyer for whatever reason or the item is not up to your expectation please be advice this is not a case of inferior quality product! This is simply a case of Buyer Changed Mind or Buyer didn’t Liked the item for their personal reasons. It’s best to return the unused or up opened item back to us for a full refund less the cost of postage and it’s probably best not to buy from us again.
F) If there is a genuine problem! Or a genuine Seller mistake! Then it’s completely up to the Seller to give any such Good Will gesture offers to the Buyers in the spirit of Good Customary ethics and without any threats.
We at Retail Direct Online proactively report backs to Ebay and Amazon regarding any suspicious buyers Activity!
A) The prices of all our products in Retail Direct Online are very sensibly priced and are what they are. They already reflect all the cost incorporated in it which are part of the expenses incurred from producing and getting it delivered to customer. Pease don’t embarrass us to ask for any further discounts. Secondly also dont complain to us saying that you think it’s too expensive!
4) Descriptions / Pictures:
A) Although the information on this website Retail Direct Online and for all the individual Product Listing Description has been carefully checked for accuracy, no guarantee is given to the completeness and correctness of the Contents, including but not limited to the product specifications, functions, and prices.
B) We at Retail Direct Online do everything we can to make sure the information about the products we sell is always as accurate as possible. However, because products are regularly improved, the product information, design and ingredients may occasionally change.
C) Unless expressly indicated otherwise, actual product packaging and materials may contain more and different information than what is shown on our website and every Individual Product Listing Description.
D) Sometimes there will be more than 1 Presentation Slide or Product Picture Slide on the individual Product listing containing more than 1 item on the Product Picture Slide. This doesn’t necessarily means that everything is on Sale or Offer (It might be for the reason to demonstrate that what is the product or how it’s compatible with other products). Unless expressly indicated otherwise please read the Product Title and Product Description very carefully to understand what’s on Sale and do not assume anything automatically. If any doubts please drop us a message to confirm. If you have made an error ordering an incorrect item! And it’s already dispatched! Buyer will be liable for the outbound and inbound cost of postage! (Even the item was listed first listed as free delivery).
E) Please note that all pictures are for reference only. Colour perception is unique to the individual, monitors and phones and we cannot be held liable for a colour not matching a personal expectation. Packaging and batch colours may vary and there is no return on this item due to health and safety.
F) The details in the individual Product Descriptions have been prepared to help you select suitable products. Products, descriptions, pictures, designs and their ingredients are liable to change.
G) Please do not solely rely on the information provided on this website Retail Direct Online and because of this, we are unable to accept liability for any inaccuracies or incorrect information contained on this site. We highly recommend and advice to all the prospective buyers to do your own research and not fully rely on our information!
H) In the situation if there is a serious discrepancy spotted by the seller (after the sale) in the price of the item or the postage paid by the buyer ( local or international) the seller will immediately contact the buyer and let them know the situation . If the buyer is happy to pay the additional payment through a payment voucher the seller will send the item ASAP. In case the buyer is not happy with the extra payment please advise the seller to cancel and refund the order in full. At this stage we request the buyer to be very courteous and respectful and understanding and don’t take it personally. We will really appreciate your kind and cooperative behaviour in this situation.
5) Buyers Satisfaction and Dissatisfaction:
A) Its very likely and natural as a human psychology that prospective buyers have certain expectations, perception and taste about all the things they buy depending on their personal experiences. Our Products at Retail Direct Online, its price, its quality, its sizes, its performance, its specification and its function are what they are and might not suit your expectations, perception and taste when delivered to you. We are not here to justify it! However when we receive a feedback from the buyer and then from many other buyers! Then we monitor this pattern and discontinue the product temporarily and rectify the genuine problem or concern. We cannot justify and help with an individual buyer’s complain or simply if you are not happy with the product so we recommend in this situation that if the product is not used and is in its original condition we will happily accept the return. Buyer will be liable for the outbound and inbound cost of postage! (Even the item was first listed as free delivery) and it’s probably best not to buy from us again.
6) Item not as described or Change of Mind ( Buyer didn’t like the item):
A) Item not as described actually mean that you have ordered Coca Cola and we have sent you Pepsi.
Item not as described actually indicates something which is materially different and significantly different to what is been listed or described.
Item not as described doesn’t actually mean that you have ordered Coca Cola which was correctly described in the description but shown in the picture next to the burger! And we have forgotten to send you the burger! And you have opened a case in Ebay and Amazon that you have received a Coca Cola but not the burger next to it!
B) Please if you are not sure what you are buying! Or confuse about the actual product drop us a message and ask us a question our email address is email@example.com .
7) Change of Mind or Buyer didn’t like the item:
A) Just because something you ordered was delivered to you! And it doesn’t meet your expectation or personal taste or personal liking indicates you have an expensive taste! It doesn’t mean the product is of lower or inferior quality! It simply meansBuyer Changed Mind or Buyer didn’t Liked the item for their personal reasons. It’s best to return the unused or unopened item back to us for a full refund less the cost of postage (Both outbound and inbound) and it’s probably best not to buy from us again.
B) Please be completely honest when you are opening a case on Ebay or Amazon with correct reasons. Don’t be dishonest just to avoid both Outbound and Inbound cost of postage.
8) Free Delivery from Retail Direct Online
A) All of our items are listed as Free Postage for most of the UK but it does actually cost us to post them. When you have ordered it first time we paid for the outbound postage as a goodwill gesture. However if you like to return the parcel for a full refund (for any personal reason claimed by the buyer) then please be advice that the buyer have to pay for the cost of postage for returning the item and we will also deduct the original outbound postage of £ 2.99 or higher for UK which was free at the first instance and International out bound postage cost for International customers who paid it separately.
B) After the return has been made and we are satisfied with the condition of return product we will deduct the postage and refund the rest value through Paypal or Amazon payment directly.
9) Tracking Information
A) Please be advice that we have a small team at Retail Direct Online and the entire team member’s works very efficiently in admin and operations simultaneously.
Small team and working efficiently means we have less over heads expenses which in turn means that our products are less expensive.
When we have small team and we aim to work efficiently it also means that we have to cut corners on few admin works which includes updating Tracking Numbers and Communicating with buyers quite often every day.
We don’t update tracking numbers regularly so please remember when the buyer have ordered an item please go to your order details where Ebay and Amazon have indicated ETA ( Estimated Time of Arrival) . So please contact us around that time if your item has not arrived and we will investigate it for you.
10) Packaging Postage and Delivery
A) We at Retail Direct Online use a good mix of new and used packaging for our Products .Our products will arrive in simple, glamour-free packaging that can be recycled however it will be securely packed.
B) This efficient work allows us to be reasonable in our cost management and overhead expenses which in turn mean final Product price is actually is very good and sensible and affordable for our customers.
C) Postage is free for UK Mainland but it does actually cost us to post them. When you have ordered it first time we paid for the outbound postage as a goodwill gesture however if you like to return the parcel for a full refund (for any personal reason claimed by the buyer) then please be advice that the buyer have to pay for the cost of postage for returning the item and we will also deduct the original outbound postage of £ 2.99 or higher for UK which was free at the first instance and International out bound postage cost for International customers who paid it separately.
D) Postage for UK mainland is free and we offer very competitive postage for US, Canada, Europe Mainland, New Zealand and Australia. Please drop us a message at firstname.lastname@example.org to check how much it will cost for your country if at the checkout you don’t find any information regarding postage for your country. In this case you might have to purchase the postage cost for your country separately form us by buying the prepaid vouchers.
E) Free Delivery for UK Mainland is a slow delivery which takes 3-4 working days and dispatch time. You can find your ETA (Estimated time of arrival) in your purchase history or order details.
F) Please be advice that Retail Direct Online only dispatch products between Monday to Thursday and all the orders on Thursday after 12 Noon and all the orders on Friday Saturday and Sunday are processed following Monday morning. This can affect your delivery times.
E) If you need fast delivery we can only offer it if you have ordered on Saturday Sunday Monday Tuesday Wednesday and Thursday before 12 Noon. Also remember that we take 1 -2 dispatch time which may affect your fast delivery or ETA (estimated time of arrival).
At the checkout you have to prepay for the fast delivery or you have to pay extra by buying the prepaid vouchers only after you have agreed with us.
F) On a very rare occasion and mostly due to personal reasons or reason beyond our control Retail Direct Online cannot do a fast delivery or next day delivery. When this happens we will try to advice the buyer as soon as possible and will cancel the buyer’s orders for a full refund. Please at this point most buyers gets angry and agitated and frustrated and try to take out their negative emotion on us by giving negative feedback! Please be advice we still live in real human world and sometimes unfortunate situation things happens! So please don’t take this personally and try to be cooperative and understanding and we will be really appreciative.
11) Returns and Refunds from Retail Direct Online
A) Please be remember that when you go to a shop and buy something from the physical shop and then come back to home and realise that the item boughtit’s not up to your expectation or for whatever reason you think it’s not useful and you decide to travel back to the shop to return it. The shop as a business will refund you in full however they will not refund you for the cost of your time / parking cost and fuel cost back and forth as this you has to bear as a buyer and your decision to buy something at first.
B) If you don’t like something, this certainly doesn’t means that the item is of inferior quality, it normally means you had higher expectations and expensive taste. This buyer behaviour cannot be class as Item is not as described!
C) If you are not satisfied with the purchased item or for any personal reasons claimed by the buyers and you want to Return /Refund/Exchange we are more than happy to give a full refund (excluding the cost of postage). However items must be notified and returned to us within 14 days of the receipt in the same condition as they were sent out, items that have been damaged or used will not be accepted. When returning items please be advice that the buyer have to pay for the cost of postage for returning the item and we will also deduct the original outbound postage of £ 2.99 or higher for UK which was free at the first instance and International out bound postage cost for International customers who paid it separately. If you have any enquires or problems then please don’t hesitate to contact us, we are here to help you.
D) While opening a return / refund / exchange case on Ebay or Amazon or Our website please be advice to use a genuine reason to return and be honest while you are selecting between Items not as described or Item you don’t like because of your personal reasons and Change of Mind.
Please be advice that it’s against Ebay and Amazon and Consumer Rights Act policy and class as Buyer abusing Buyer Protection Rights to pressurise and threat the Seller to bear the cost of the return or refund for the partial use of the product (Edible or Non Edible). We as seller report these kind of abusive behaviours to Ebay and Amazon proactively and they monitor your suspicious buying behaviour for a pattern and your account can be blacklisted and blocked permanently.
E) We will only bear the cost of the return postage if it’s our genuinemistake and any partial refunds and full refunds to the buyer as good will gesture will be at seller discretion and will vary case to case.
Examples of postage responsibility in case a problem has occurred.
Doesn’t Fit (Buyer pays the return postage and the original outbound postage)
Changed my Mind (Buyer pays the return postage and the original outbound postage)
Just didn’t like it (Buyer pays the return postage and the original outbound postage)
Ordered by Mistake (Buyer pays the return postage and the original outbound postage)
Doesn’t work or is defective (Seller pays the return postage and the original outbound postage)
Doesn’t match description or photos (Seller pays the return postage and the original outbound postage)
Wrong item sent (Seller pays the return postage and the original outbound postage)
Arrived damaged (Seller pays the return postage and the original outbound postage)
Missing parts or pieces (Seller pays for the replacement postage)
Found a better price (Buyer pays the return postage and the original outbound postage)
Doesn’t seem authentic (All our products are made in our factory) (Buyer pays the return postage and the original outbound postage)
F) Also please be advice once the item is returned back to Retail Direct Online you need to provide a tracking number. There will be no automatic refund if the tracking number is not provided.
A) Please be advice that we have a small team at Retail Direct Online and the entire team member’s works very efficiently in admin and operations simultaneously.
Small team and working efficiently means we have less over heads expenses which in turn means that our products are less expensive.
When we have small team and we aim to work efficiently it also means that we have to cut corners on customer service communication. It doesn’t mean our customer service is poor! It means we have less resources allocated toward the customer services so the person handling your complains or queries will be fully trained to handle it fast however we can exchange message only 1 or 2 times a day . Our Website, Ebay and Amazon standard is communication replies within 24 hours.
B) However communication is the golden key. If you are not sure what you are buying? Or you have any particular requirement or request please drop us a message and agree with us before committing to buy from us | our email address is email@example.com.
C) At Retail Direct Online our office, customer service and admin section is centralised however our dispatch centre is de centralised and it simply means that you have placed an order and requesting fast delivery on it or change of address! if you have not agreed with us prior to placing the order then there is a chance that the dispatch centre will dispatch the goods first before the admin section/customer section have picked up your message regarding to make changes to your order .
13) Instruction / Tips
A) Please be advice. Retail Direct Online are the direct manufacturer of our products and retail them directly. The products we have in our portfolio are all tested to function properly when they have been first designed and produce and occasionally we have feedbacks from our buyers and professionals who have used our products and are very satisfied from it.
We do have instructional video and tips only for very few items which we think are complicated and need instructional videos to help customers understand.
Most of the other items come without instruction as we really think they are very user friendly and easy to use if you are creative and have abilities and have done your research.
B) As a buyer before buying our products please be advice to do your research very carefully about the product and understand how it works creatively. Please don’t blame us for your own inabilities.
14) Incorrect / Wrong Item sent
A) We all still live in real human world and there are human workforces who are processing your orders behind the veil. There are chances of mistakes, errors and unfortunate situations while processing and delivering your goods which are beyond our control as we have to rely on people on ground and third parties for their services.
99% of our orders at Retail Direct Online are successfully delivered however as a buyer be ready to be fallen in the 1% and just consider it as an unfortunate event.
Lot of customers tend to give negative feedback just to take out there grudge, frustration, anger or agitation without realising how damaging it is for a business and the lively hood of many employees and their families whose income depend on the business.
B) In the situation you have received an incorrect or wrong item! The procedure is very simple. Please don’t get panic and drop us a message to advise us the problem. We will quickly investigate it. If it’s our mistake then we will advise you to rebuy the item from the same product listing which we will try our best to send it same day with fast delivery method on our cost after we have discussed this with the buyer. Only in certain situation if it’s not possible we will apologies the buyer and offer them an alternative or cancel the order in full after the return is completed for the first item. As for the first item which was sent in error we will request you to open a return case for it separate so we can arrange a replacement and refund after its been delivered. back to us . This way the process is very fast and efficient with less frustration at both ends as 2 matters are dealt on a parallel channel.
15) Feed Backs | Detailed Seller Rating
A) Feedback is very important for our business Retail Direct Online as it further solidify our reputation and credibility as a creative business. If our business is in good health it means we are here for a long run and we will keep producing creative and quality products at an affordable price which in turn is a win win for both of us as a seller and buyer.
We at Retail Direct Online are very honest straight forward people running this family business which involves a lot of creative working and direct production and retailing while making sure to keep the overhead expenses down.
We don’t have to justify our credibility as a Retail Direct Online Business since one can find out about our credibility and reputation very simply by going onto Google and searching our products / its feedbacks / our brands and our companies.
B) These day days too many jealous and unscrupulous competitors are buying products and leaving fake review and feedback's for the products and it’s very difficult to judge real from fake’s!!
C) Please be advise that if you are really frustrated , angry or agitated and leaving a feedback then please try to leave a neutral feedback as you can still exactly express your feelings in a neutral feedback as you might have did it in a negative feedback and they both are visible to everyone.
A) Please place your orders well in advance and don’t leave it for the last minute. From experience when you leave your orders for last minute there are more chances of things going wrong and no margin to correct them which means a lot of frustration on both ends.
B) Our Retail Direct Online warehouse is fully stocked up. However we have 6 online outlets and we don’t have an automatic system to monitor and record goods inward and goods outward which means the stock on the listing might be showing more or less or might be nothing in comparison to the actual physical stock. This only happens very rarely when our deliveries from the factory are delayed and not stocked up on time or unexpected sales from all 6 outlets at once. If this happens we will inform you immediately with an alternative or full refund. Please don’t take this personally and treat it as an unfortunate event. We will really appreciate your kind understanding and cooperation regarding this matter.
C) Although we are very cooperative sellers and go to all extends to make sure that we serve you well however at times for various reasons beyond our control we will have to cancel your order and make refund. Please don’t take this personally and treat it as an unfortunate event. We will really appreciate your kind understanding and cooperation regarding this matter.
D) Try order well in advance and check with us before ordering if are able to do a fast or next day delivery. Although we offer next day delivery or fast delivery at an additional cost , however if for any reasons we cannot process you fast or next day delivery we will inform you immediately and you can advise us the next step .Please don’t take this personally and treat it as an unfortunate event. We will really appreciate your kind understanding and cooperation regarding this matter.
E) Our products from Retail Direct Onlinewill arrive in simple, glamour-free packaging with very little or no instruction at all. Please as a buyer it’s your responsibility to handle the product carefully if you think it needs a careful handling and please don’t blame us for your inabilities as with due respect we consider all our current and prospective buyers intelligent and sensible . For example if you have ordered a sharp knife online and when it is delivered – you will naturally Handel it with due care doesn’t matter it says or not says ‘Handel carefully Sharp Blade’ or Keep it out of reach of Children’.
F) If you find a similar product from another supplier at a higher price with fancy packaging, fancy branding and fancy name , it doesn’t at all means that our product is of inferior quality or a fake or counterfeit ! It simply means we have a similar high quality product which was produced and retailed more efficiently with no extra cost and no fancy packing and branding and no middle man profit and also possibly we are not very greedy business and content with lower profit margins.
G) As a buyer please maintain your patience and courtesy in the spirit of good ethics and morals. If something goes wrong with your order please act and think sensibly and treat it as an unfortunate event and don’t take it personally and avoid taking out your grudge, angriness, agitation and frustration on us by giving us a negative feedback. We will try to help you as much as we can but where things are beyond our control we have to apologise to you. This is always about mutual respect .We will really appreciate your kind understanding and cooperation regarding this matter.
H) Payment Vouchers are listed on our Shop at Retail Direct Online in the denomination of £ 0.99 / £ 2 / £ 5 / £ 10 / £ 20. These are only payment vouchers for the balance payment. Balance payment is required in the event buyer want to pay for the faster postage, difference in the International Postage or changes in order. Please purchase the Payment Voucher only in the event when the buyer has mutually agreed with the seller for a particular service.
We at Retail Direct Online guarantee and represent that the goods are as described in the above listing. We specifically disclaim any implied warranties of title, merchant ability, fitness for a particular purpose and non-infringement. Customers should satisfy themselves that any item choice made is suitable for their intended purpose or use. We pride ourselves on our customer service. In the rare event that you have a problem with your item please contact us and we will be happy to help (Our email address is firstname.lastname@example.org)
This does not affect your statutory rights. This information is supplied for personal use only. It must not be reproduced in any way whatsoever without the prior consent of Retail Direct Online, nor without due acknowledgement.
All rights are reserved by the Seller (CakeDecoratingCraft .co.uk).