Policy: It has always been Sigma Pen’s policy to treat our customers in exactly in the way we like to be treated ourselves. Our toes curl at the sight of small print, but it appears that not only to add to our creditability but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own 'large print' version. You should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced). Data & Privacy: The information collected from you at the time you place an order (on you or those you gift to) will be stored in our database and is used purely to carry out your instructions and action your payment. There are no circumstances under which, this information might be passed to a third party. Supply: We undertake to supply you with the goods described in these Web Pages or in our brochure by any date you might reasonably request knowing that our pens and related products have to be processed and posted. If you have an urgent order it is always advisable to discuss your requirement on the telephone 01270 500916. Some of our products are nearly always available for immediate despatch. Unless we have specifically agreed otherwise, delivery will be as soon as possible and not longer than 3 days. Delivery: Obviously you the customer recognise that we do rely on Royal Mail's postal service or such carriers as we may use from time to time (or other suitable carrier for overseas deliveries) to perform the 'contract'. We monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than 0.01%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. As soon as we have learned of this we have always offered immediate despatch of a replacement - providing the selected goods are available for despatch. Guarantee: In the light of the forgoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our product and service. Again you should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced). Refunds: In the event of loss, late delivery or dissatisfaction with the product supplied and a replacement is not acceptable, the goods should be returned to Sigma Pens within 7 days of receipt. The goods must be in a re-saleable condition. If a refund is agreed and the initial payment was by Credit Card, then the refund will be made back to your Credit Card Company. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you our customer. If the goods ordered were a gift to a third party, the parcel is sent not only with your message but a note (and SAE) asking them (your giftee) to contact us immediately if they feel the goods are not in perfect condition or they believe the postal / courier services may have failed to deliver promptly. We suggest that we will attend to this without any fear of embarrassment to you. We feel this is what you the donor would want us to do on your behalf. Payment: Although our customers offer payment at the time of placing their order, it is our policy not to action Credit Cards or cash cheques until the week in which the goods are to be despatched. Complaints: While we don't have a procedure - because it has never got to that situation in 10 years! clearly we take any complaint very seriously and would expect to contact you almost by return - but at Christmas time this might lead to a delay of 24 hours. Law and Jurisdiction: Any contract for your purchase from Sigma Pens is governed by and has to be interpreted under the Law of England and Wales, and you agree that such contract will be subject to the non-exclusive jurisdiction of the these courts.