TERMS & CONDITIONS

Distant Selling

We follow all current legislation and are happy to take back your purchase if returned to us within fourteen working days from the date of receipt of goods in order for you to inspect them. In order for us to accept the above and offer a full refund, the goods must be unused and any accompanying CD's and DVD's must be returned unopened. If these have been opened, then it will be assumed that the goods have been used as they form an integral part of your product/package.
 

It is the customer's duty to ensure that goods are returned to us as undamaged and packed in such a way that any potential damage can be avoided. Customers must also inform us in writing or by e-mail of their intentions to return the goods within the stipulated period.  Customers must also request a RMA Number from us for the return of the goods in question. This RMA Number (Returns Number) must clearly be shown on the outside of the box. If we receive any goods without a RMA Number correctly displayed on the outside of the box, we will refuse to accept the shipment and it will be returned to you at your own risk. We cannot accept notice by telephone.
 

It is a condition of the contract that the purchaser will bear the shipping costs of returning the goods to us within the stipulated period. When returning goods, please ensure that nothing is thrown away and everything is returned.



Price Match
We will aim to price match any identical Silhouette Machine (Cameo 3, Portrait 2 or Curio) when advertised by an UK authorised reseller. We do not offer a price match where companies are based outside the UK. Some companies wrongly use a UK phone number and a UK domain name to mislead others into thinking that they are based in the UK - when they are in fact based overseas (please check their Contact Page for their actual address).If you do purchase from an overseas based company, then you will NOT be covered by UK Warranty or Support.  More details of warranty and support for Silhouette Products can be found at the end of this page.

All machines have serial numbers and these may be required before any support is offered. It is easy very simple for the support department to distinguish a UK supplied machine from an overseas one just by referring to the serial number.
If you decide to purchase from an overseas based company, then should any defects occur with the machine, you will need to send it abroad at great expense  and perhaps not to mention any potential issues of taxes, duties etc. when re-importing it back to the UK?

 

Contract to supply
Errors and omissions excepted in all quotations supplied in emails, pro-forma's, invoices or verbally or online shopping. An order is accepted and contract is formed once we have shipped the goods or the customer has been notified that the goods have been shipped. These terms apply to our entire range of products and services.

Shipping

We aim to dispatch goods the same day, on orders received by 2.30pm Monday to Friday.

Orders are dispatched Monday - Friday, not including Public Holidays.
Transit times are based on a Working Day service.

Certain Shipping Options may be adjusted at our discretion, based on your order. For example there are weight limits with Royal Mail and whilst this option might sometimes be displayed, we may instead elect to send via courier service if this is determined to be the best and safest option.

 

Certain Products might be sent from a central warehouse when ordered in high quantity. We will make a note of this possibility in product descriptions where possible however please note that may slightly affect the transit time depending on the shipping services we have available from  the respective central warehouse.

Normally we try to fulfil an order in its entirety but we may from time to time elect to send an item to follow if it is considered to be less important. A notice of this will be sent with the original shipment or by prior agreement  with you before shipment is made. For example we might decide to send our Ribbon Printer package immediately and then a foil to follow once available if deemed necessary.

We are unable to advise a Courier or Royal Mail to leave packages in other places, other than the stated delivery address.

If your items have not arrived, we can advise you of any tracking numbers for your parcel. Please contact us is you wish to have this information.

We cannot be held responsible for delays in shipment, however caused. Neither can we be held responsible for lost orders as a result of any delays in shipping the goods or if the items are out of stock. This includes Royal Mail Special Delivery Service.

We obtain proof of postage for all items sent to our customers, this is our proof that we have shipped the goods out. If goods have gone missing or have not been received,  then we will try and work with you to address the issue and contact Royal Mail or Couriers for a compensation claim  subject to abiding by their guidelines and timescales when such compensation can be applied for. We cannot send out more items until such claims have been settled by the Royal Mail or the Courier service.

If you wish to order more items and pay for them, we can ship them to you again (subject to same T&C’s as described above) and once compensation has successfully been received, your account will be credited likewise.

 

If you wish, you are also welcome to use your own couriers provided we are given adequate notice. Our goods are supplied strictly according to these T&C’s being accepted.

 

Import Duties

Overseas customers are liable to pay any additional charges as imposed by their Customs & Excise Department - this is the customer's responsibility and not ours. Our shipping charges only cover sending goods to the airport or door to door (Whichever has been agreed for and paid for in advance)  and do not cover any additional charges such as Import Duty etc.
 

Payments

Payments can be made via Credit/Debit Card, or PayPal.

When Paying via Credit/Debit Card - The delivery address must match the Credit/Debit Card Registered Address to complete the order for security reasons.
 

We aim to dispatch goods the same day, on orders received by 2.30pm Monday to Friday.
Orders are dispatched Monday - Friday, not including Public Holidays.

Transit times are based on a Working Day service.

 

We are unable to advise a Courier/Royal Mail to leave packages in other places, other than the stated delivery address.

If your items have not arrived, we can advise you of any tracking numbers for your parcel. Please contact us is you wish to have your number.

We cannot be held responsible for delays in shipment, however caused. Neither can we be held responsible for lost orders as a result of any delays in shipping the goods or if the items are out of stock. This includes Royal Mail Special Delivery Service.

We will obtain proof of postage for all items sent to our customers, this is our proof that we have shipped the goods out.

If goods have gone missing or have not been received,  then we will try and work with you to address the issue and contact Royal Mail or Couriers for a compensation claim  subject to abiding by their guidelines and timescales when such compensation can be applied for. We cannot send out more items until such claims have been settled by the Royal Mail or Courier service. 

If you wish to order more items and pay for them, we can ship them to you again (subject to same T&C’s as described above) and once compensation has successfully been received, your account will be credited likewise.

If you wish, you are also welcome to use your own couriers provided we are given adequate notice. Our goods are supplied strictly according to these T&C’s

 

 

Safety

All machines and equipment must be kept away from Children and the Public so as to avoid danger to others.
 

Where we have supplied circuit breakers with our machines, they must be used at all  times.

All machines and equipment must be kept away from Children and the Public as hot parts of  machines can cause severe burns.

Please exercise great care when lifting heavy or bulky machinery and handling any electrical parts of our machines.  Tampering with our machines will make the warranty null and void.



Silhouette Branded Machines - Warranty & Support:

The Silhouette Machines supplied by CPL are covered by a 2 years manufacturer's return to base warranty (held with Graphtec UK).

 

Whilst we are the distributors for the Silhouette Machines, all service or warranty issues are handled by the manufactures, Graphtec UK. If you do call us with any issues regarding the Silhouette Machines, we will do our best to assist you but if we are unable to assist you further, you will be asked to contact the service/support department at Graphtec UK.

No distributor in the UK will have a dedicated service department of their own, thus all service issues are handled by Graphtec UK. Please do not view this as us being unhelpful, we simply want you to go straight  to the correct department that can help you in the fastest possible time. Should your machine require servicing under your warranty, we regret we do not have any control over the turnaround time. It is not unreasonable to allow around 7 working days for any repairs to be carried out upon receipt of your machine. In many cases, the turnaround time is faster than 7 working days.

Silhouette Cameo is capable of cutting paper and card of approximately 350gsm. This is a rough guide only as paper and card densities can vary. Please note that blades are considered as a consumable and are thus not covered by any warranty. Incorrect handling or usage of blades or an attempt to cut material which is not designed to be cut with the Silhouette Cameo can lead to the damage of the blade and possibly make the warranty void. Textured card can also potentially damage a blade.

 

Carrier Sheets are also considered a consumable item and the adhesive will wear out with use. According to Graphtec, the manufacturers of the Silhouette Cameo and accessories, the carrier sheet will lose it's stickiness after about 5-10 uses. To combat this, we can now supply you with optional repositionable adhesive spray (at extra cost) which can be used to recoat your carrier sheet. This could save you a lot of money in the long term in buying carrier sheets. We cannot ship adhesive spray overseas for safety reasons. We also supply low tack/low hold adhesive carrier sheets and these and other consumables are available on our online shop on this website.

Warranty

Our Other Machines and Equipment are supplied with a 12 month return to base warranty unless otherwise stated.
 

Where we have offered 'Lifetime Warranty' on our heat presses, this shall include heating element, buzzers, timers.

Parts not mentioned may be charged for after the 12 months warranty has expired.  Replacement of parts excludes fair wear and tear as well as negligence. Labour charges will be extra after the initial 12 months warranty has elapsed and the customer will be liable to pay shipping charges both ways.  We reserve the right to request the return of the faulty part before a new part can be posted out.
 

Should there be an issue then certain aspects of operation with any equipment, we reserve the right to check the conditions and output settings as part of our support procedure, to see if the problem can be corrected remotely. We provide help in this manner to save on unnecessary returns.

If the goods are found to be faulty, we will replace any faulty parts and ship them to you at our expense (UK only). The customer is responsible for transportation costs to get the goods to us, fully insured and with sturdy packaging, unless received ‘dead on arrival’ in which case we will pay for any shipping costs (UK mainland only). 

In the event the goods are found not to be faulty after inspection, the customer is liable for shipping costs both ways, plus our reasonable inspection charges. Customers who are not based on mainland UK must cover shipping cost both ways at all times.


 

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 Copyright  2019
  Creative Printers of London -  Since 1986

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