Critical Machine ("we" and "us") is the operator www.criticalmachine.co.uk ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These terms are provide clarity and set expectations regarding the service we offer, and to ensure protection for both you, the customer, and us, the operator.
Subject to stock availability. We try to maintain accurate stock counts on our website but, from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
- Shipping Costs
All shipping to the UK is free. Other shipping rates are calculated at checkout but please check your countries policy for import tax/duties and handling fees as there may be additional charges that Critical Machine will not cover.
3.1 Return Due To Change Of Mind
We will accept returns due to change of mind as long as a request to return an item or items is received by us within 14 days of the customer's receipt of the goods and that the item or items are returned to us in their original, shrink-wrapped packaging, unused, undamaged and in as-new, re-sellable condition.
The cost of return shipping will be at the customer's expense, and the customer will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed and we will send you an email.
3.2 Warranty Returns
We will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of the item or items.
Customers will be required to pay the return shipping costs. However we will reimburse this cost upon successful warranty claim. Upon receipt of returned item/s for warranty claim, we will aim to process your warranty claim within seven (7) days.
Once the warranty claim is confirmed, you will receive the choice of:
(a) a refund, payable to your original payment method
(b) a like-for-like replacement for the item/s (if stock is available)
- Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 Transit Time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected.
4.3 Dispatch Time
Orders are usually dispatched within 3 business days of payment of order.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we can change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
We will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations. Please check the Royal Mail website for more details.
4.6 Military Address Shipping
We are able to ship to military addresses using The Royal Mail. We are unable to offer this service using courier services.
4.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can investigate.
- Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
- Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
- Duties & Taxes
7.1 Sales Tax
All prices are inclusive however please be aware of the destinations countries tax and shipping duties.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Critical Machine at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage of the parcel.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.
Please note that payment for pre-orders (items that are yet to be released) will be taken immediately, and that the item/s will be dispatched just before the listed release date.
Should an order contain an already-released item from our catalogue as well as a pre-order item, the entire order will be shipped together when the pre-order item becomes available. We recommend making multiple orders should you wish your already-released items to be sent immediately.
- Customer service
For all customer service enquiries, please email us at firstname.lastname@example.org