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Java-E UK - Your Third Party Complaint Avenues
If you have any problems with our products or services, please let us know in the first instance and as soon as possible, and we will do our best to rectify the situation and ensure that you do not end up out of pocket for any problems which are our responsibility. Customer service is key to our business, and we strive to keep potential problems to an absolute minimum and to fix problems as quickly as possible to your satisfaction.
We sincerely hope that you will never feel the need to take your problem to a third party, as we would like to help you directly wherever possible.
However, as we are a distance (internet) seller, we fully appreciate that you deserve/need to have other avenues of complaint available to you in event of any problems.
To help assure you of our genuine intentions, and to offer alternative methods of complaint for you, the following avenues of complaint are also available to you:
1. WorldPay (Internet-Paid Purchases Only)
WorldPay clear all of our purchases which are made by credit/debit cards over the internet. They offer a shoppers' guarantee against fraud and bad service. Even though WorldPay act as our clearing agency, they also act independantly in the event of any complaint against one of their shops, and WorldPay will ensure that the customers (you) of the shops that they (WorldPay) have accounts with (us) get a fair service, and WorldPay will offer a refund up to the full amount if they feel that you have not received a fair service or have been a victim of fraud. In such situations, WorldPay refund the amount directly back to you and then they will attempt to recoup that money from the shop that caused the problem.
2. Your Credit/Debit Card Agent/Bank (Internet-Paid Purchases Only)
Credit cards generally have a much better protection than debit cards when it comes to fraud or problems with the products that you purchased using the card. If Java-E UK failed to fix your problem, and WorldPay also failed to fix your problem, then your credit card agency or bank will usually ensure that you are refunded and they will then attempt to recoup their refund directly from the shop that you bought your items from. Contact your credit/debit card agent/bank for details of your protection rights. We advise all of our customers to use a credit card rather than a debit card (even though the transaction fees are higher for us) as they will have more protection than with a debit card.
3. Our Local Trading Standards Office (All purchases)
In the UK there are very strict laws about products and services having to match up with what is advertised/sold, and also having to come up to the standard of various other regulations. If you feel that the products/services that you receive are not what you have paid for or are illegal in any way, then you can contact the local Trading Standards Office (a government/council-run department) about your problem and they will then investigate the business who sold you the products/service and will take legal action against them if laws are being broken, or will issue them with a warning/ultimatum to fix the problem within a given timescale or to face legal action. Legal action that Trading Standards take against businesses is initially paid for entirely by the UK government/council, and the effected buyers are not liable for any legal costs in such a prosecution. Trading Standards would then attempt to recover their own legal costs against the business in question if the prosecution against that business was successful. Trading Standards is an excellent way for customers to stop suspect business from operating illegally/unfairly, as such complaints by members of the public are fully investigated and prosecuted by Trading Standards themselves at no cost to the customer.
National Trading Standards Website:
http://www.tradingstandards.gov.uk/
The Trading Standards Office that is local to Java-E UK (i.e. the office which is responsible for businesses in our area) is:
Dorset County Council
Trading Standards Service
Colliton Annexe
County Hall
Dorchester
DT1 1XJ
United Kingdom
Telephone: 01305 224012
WebSite:
http://www.dorset-cc.gov.uk/
(normal office hours are 9am to 5pm Monday to Friday)
PLEASE NOTE: We make every attempt possible to ensure that our products are of the highest quality and match the descriptions with which they are sold. If you find that our products do not match up to your expectations or that they do not match the selling description in any way, then we strongly urge you to contact us as soon as possible (you can do so anonymously if you wish via our email form on our web-site) to let us know so that we can stop mis-matching problems from happening to other customers and so that we can investigate and rectify the problem.
Please do not consider such contact with us whistle-blowing; you are actively encouraged to let us know of any problems or worries that you have and we welcome such contact.
The high quality of our items, the provenance that you receive from us, and our quality of customer service are the three main selling points for our products, and if any of these are in danger of being regarded as suspect by anybody then we want to know about it.
Very few companies offer the same level of provenance for their items as we do; our customers' trust in our products is of paramount importance to us - we strive to be known as one of the most trustworthy sources of high quality jewellery with an excellent level of service. We want collectors in the years to come to regard a Java-E UK hallmark as a measure of excellence. If any of this is thrown into question by any fault in any of our production or processing techniques that we don't know about, then our integrity may be in question, and we will do everything possible to avoid that from happening.
IMPORTANT NOTE FOR RINGS:
In the event of undamaged/as-requested/non-personalised rings being returned, we will only refund the price of the actual ring - we will not refund postage/packing costs involved in our sending you the ring, or in your returning the ring to us. We are not liable if the ring does not physically fit you purely because you have asked for the wrong ring size. We ask that you find out your size before you order any rings from us - you can do this at most high street jewellers.
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