Customer Service

Welcome to the Crystal Vision Locks Customer Service Center. We hope you are enjoying your shopping experience. Below you will find links to our store policies and contact information.

Please select an option:
  Services
  Security Information
  Terms and Conditions

---

Terms and Conditions

About Us

This web site is owned and operated by Crystal Vision Locksmiths and Window Repair Centre. We are specialist suppliers of double glazing spares, locking products and architectural ironmongery of the type not found in your local DIY superstore. We can usually supply you with the parts to fix your windows & doors even if they are 10 or 15 years old. If you cannot see what you require on our web site please give us a call.

Our VAT Number is: 850381045

Contact Us

We can be contacted in a number of ways:

by e-mail at info@crystalvisionlocks.co.uk

by telephone/fax on: 01443 433888

by post at: 14 Church Road, Ton Pentre, Rhondda, CF41 7ED

Ordering

To place an order on our web site, could not be easier. Simply browse our products, click "add to basket", enter the quantity you require, click "continue shopping" if you wish to make other purchases or "checkout" to proceed to make payment. If you have made an error simply click the delete icon next to the product you do not wish to purchase. The web sit is secured by a Thawte digital certificate, so you can be confident that the transaction is secure.

If you prefer to place an order by telephone call us on 01443 433888.

When you place an order with us, you are making an offer to buy goods at the advertised price, and confirming that you are over 18 years of age. We will send you an e-mail to confirm that we have received your order. If the goods are no longer available or we have made a pricing error we will advise you and there will be no contract between us. We will not take payment until the goods are available for dispatch. There will be no contract between us until the goods are ready for dispatch.

We accept payment by Visa, MasterCard, Maestro, Electron, Switch, Delta, Solo or Amex.

If you wish to pay by cheque, then please send it, with your order to the above address.

Pricing

All prices shown on this web site are exclusive of VAT at the current rate of 17.5%. Whilst every effort is made to ensure the accuracy of prices shown on this web site, we reserve the right not to supply in the event of a pricing error. VAT is added to all orders at the point of sale. We reserve the right to alter prices without prior notification.

Delivery

Delivery is charged at a rate of between £4.95 and £7.50 +VAT. Prices are dependent on the weight & size of the goods. Addresses in the Scottish Highlands and Islands, Isle of Man, Northern Ireland, Isle of Wight & Channel Islands are sometimes charged at different rates depending on the weight of the goods. Please contact us before placing your order.

If the goods are in stock and your order is received before 1.00pm your order will usually be dispatched the same day. Customers should receive their goods within 2 to 5 working days. If the goods are not in stock we expect to deliver within 10 working days. If delivery is expected to be longer than this we will notify you by e-mail.

Goods are dispatched by Royal Mail First Class Signed For Service, Royal Mail Special Delivery or by Federal Express, depending upon their weight and size. Security critical items such as keys are sent via Royal Mail Special Delivery. The vast majority of goods dispatched by these services do arrive next day, however, this is not guaranteed. We do not provide compensation for losses incurred as a result of late or non-arrival of orders.

If the goods are lost or damaged in transit, please let us know promptly.

Cancellation & Returns

You can cancel your contract at any time up to 14 working days after the day of delivery. To do this, please contact us by e-mail, telephone to receive a returns reference number.

We never ask you for a reason for your cancellation, however, a brief explanation will help us to improve the service we offer to customers in the future.

If you cancel, you must return the goods to us at your own expense. We will refund you the value of the goods less the outgoing delivery charges. This will be refunded to the card that was used to make the original payment. We will make the refund when the goods have been received by us and after examination, usually within 14 days after we have received them. You must ensure the goods are adequately packaged to protect against damage.

If you fail to the return the goods, we will make arrangements to collect them, in doing so we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this causes damage or deterioration, we will charge you for this reduction in value.

We do not accept cancellations or returns after 14 days have elapsed from the receipt of the order.

This cancellation policy does not affect your statutory rights.

Faulty Goods

If there is a problem with the goods, please contact us as soon as possible by e-mail at info@crystalvisionlocks.co.uk or by telephone on 01443 433888, and we will do all we can to resolve the problem. Your statutory rights are unaffected.

Privacy

We respect the privacy of all our customers. To this end we do not supply customers details to any third parties.

General

It is your responsibility to order the correct part, we are, however, happy to help you identify what you need.

Whilst we take every effort to ensure that the contents of this web site are accurate, we can accept no responsibility for any errors or omissions. All information and dimensions is provided in good faith and for guidance purposes only. E & OE