These are the terms and conditions on which we, Ravensburger Limited, agree to supply any products you purchase from our website.
Please read these terms carefully before you submit your order to us. These terms tell you how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1. About Us
1.1 We are Ravensburger Limited, a company registered in England and Wales. Our company registration number is 00817350 and our registered office is at Unit 3-5 Howes Lane, Bicester, England OX26 2UA. Our VAT number is GB 241 664176.
1.2 You can contact us by using the details on our Contact Us page.
2. Our Contract with you
2.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
2.2 We will assign an order number to your order and tell you what it is when we accept your order.
2.3 Our website is solely for the promotion of our products in the UK excluding Northern Ireland and we do not accept orders from addresses outside the UK.
2.4 Sometimes we may reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. If we are unable to accept your order, we will inform you of this by email and will not charge you for the products.
3. Our products
3.1 Our products can vary slightly from their pictures. A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
3.2 If we are making or supplying the product specifically to include any designs or bespoke elements you request, you are responsible for ensuring that the information and instructions you provide to us are correct.
4. Price and payment
4.1 The price of the product (which includes VAT) will be the price indicated on our website when you place your order.
4.2 We charge you when we accept your order and you will own it once we have received payment in full.
4.3 We accept payment by debit card, credit card, Paypal, ApplePay and GooglePay (the details of which cards we accept will be confirmed at the point of order). You must pay for the products before we dispatch them.
5. Delivery
5.1 We will confirm the costs of delivery to you as part of the checkout process, but standard delivery is free for all orders over £40.
5.2 We will confirm the estimated delivery date of the products by email. We will aim to deliver the products to the delivery address that you provide within five working days of your order, however we cannot always guarantee that we will do so due to factors outside our control (including any complications arising from instructions given by you to our third party couriers in respect of where any deliveries should be left).
5.3 If not all ordered products are in stock, we are entitled to make partial deliveries at our expense, insofar as this is reasonable to you or to cancel your order of the item in question and provide you with a refund for it.
5.4 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
5.5 If no one is available at your address to take delivery, Royal Mail or any other third party courier service we use for delivery will notify you what further steps will be required in order to receive your order. We cannot guarantee that re-delivery or collection from a specific location will always be available as this will be subject to the processes for the relevant courier.
5.6 If, after a failed delivery to you, you do not re-arrange delivery or collect your product (as applicable) we will contact you for further instructions. We are entitled to charge you for reasonable storage and further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
5.7 The products you order will be your responsibility from the time we deliver the product to the address you gave us. You will own the products once we have received payment in full and we have delivered the products to the address you gave us.
5.8 We will not be responsible for supplying the products late or not supplying any part of them due to you providing incorrect delivery information.
5.9 Further information on our delivery procedures and policies, can be found on our Delivery page.
6. Back Orders and Pre-Orders
6.1 At certain times we may offer you the ability to either back order products which are currently out of stock with us but are due to be re-stocked (“Back Orders”) or to pre-order any products which are not yet available but are due to be released in the future (“Pre-Orders”).
6.2 If you order a product which is on Back Order or Pre-Order, then your order is an offer to purchase the product(s) in question if and when we have them in stock. We do not guarantee that we will have sufficient stock in future to fulfil all Back Orders or Pre-Orders, although where we advertise products as being available for Back Order or Pre-Order we will take all reasonable steps to obtain sufficient stock to fulfil them.
6.3 We reserve the right to reject any Back Order or Pre-Order at any time prior to the product(s) in question being available in stock. Where we reject a Back Order or Pre-Order you have placed we will notify you in writing of this and refund any amounts you’ve paid for that Back Order or Pre-Order.
6.4 We aim to fulfil any Back Orders within 90 days of you placing your order, subject to availability of additional stock and will notify you in writing when your Back Order product is in stock. Any Pre-Orders will be fulfilled in accordance with the proposed release time for the product(s) in question, as advertised on our website.
6.5 Any products on Back Order or Pre-Order will be despatched by us within 5 working days of us receiving the relevant products into our warehouse. Please note that our usual delivery timeframes will not apply to Back Orders or Pre-Orders.
6.6 When you place a Back Order or Pre-Order you will need to pay the full upfront price of the product. You may cancel your Pre-Order or Back Order and get a full refund of any payments made for them at any time before the product in question has been despatched.
7. Offers, Discounts and Promotions
7.1 We may offer a range of promotions or discounts on our products from time to time, details of which will be displayed on our website.
7.2 Please note that all such promotions, discounts or similar offers will be subject to availability of the products in question and eligibility criteria. Where we have any offers, discounts or promotions in place, further details of these will be provided on the Promotions page of our website.
7.3 Any promotion and/or discount codes we are offer may only be used once (where applicable) and may not be combined with other offers.
7.4 We reserve the right to reject or cancel any orders where we reasonably believe you have breached the terms and conditions applicable to any promotion and/or discount we offer.
8. Your rights to make changes
If you wish to make a change to your order before we deliver the products to you, please contact us. We will let you know if the change is possible and tell you about any changes to the price or delivery date. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
9. Our rights to make changes
9.1 We may change our products from time to time to reflect changes in relevant laws and regulatory requirements.
9.2 We may have to suspend the supply of a product to update the product to reflect changes in any applicable legal or regulatory requirements.
9.3 We will contact you in advance to tell you if we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it. We will refund any sums you have paid for the product. You will be given the opportunity to replace the suspended products with alternative products.
9.4 We will suspend the supply of products until you have paid us the outstanding amounts for all orders you have made. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended.
10. Changing your mind
10.1 If you change your mind and wish to cancel your order, you can do so within 30 days of placing your order and receive a full refund. Further information about changing your mind and returning your order can be found on our Returns Policy page.
10.2 In order to return a product and receive a full refund you will need to:
10.2.1 notify our Customer Services team that you want to return your order; and
10.2.2 return your product(s) back to us unopened, undamaged and in their original condition, within 30 days of placing your order. We will include a return note with your order to enable you to return your product(s) to us. You must complete the return note provided confirming the reason for your return before sending the product(s) back to us.
10.3 We refund you within 10 working days of receiving goods back from you. Full refunds are to the total order amount paid including any delivery postage after any discount. We refund you by the method you used for payment for your original order.
10.4 We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new" or the packaging is damaged. In some cases, because of the way you have treated the product, no refund may be due.
10.5 You cannot change your mind about an order for goods that are made to your specifications or are clearly personalised.
11. Ending the contract because of something we have done or are going to do
11.1 If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
11.1.1 we have told you about an upcoming change to the product which you do not agree to;
11.1.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
11.1.3 we have told you that the supply of the products may be significantly delayed because of events outside our control;
11.1.4 we have suspended supply of the products due to changes in any applicable laws and regulations; or
11.1.5 you have a legal right to end the contract because of something we have done wrong.
11.2 To cancel your order with us or notify us of a problem with your order, please let us know by contacting us either by phone, email or in writing – the details for which can be found on our Contact Us page.
11.3 If you cancel your order after the products have been dispatched to you or you have received them, you have a right to cancel and return the products within 30 days of receiving them.
11.4 We will refund you the price you paid for the products by the method you used for payment.
11.5 Your refund will be made within 10 working days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
12. Our rights to end the contract
12.1 We may cancel your order for a product at any time by writing to you if:
12.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due; or
12.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
12.2 If we cancel your order in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
12.3 If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
12.4 We may write to you to let you know that we are going to stop providing the product. We will let you know at least 14 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
13. Our responsibility for loss or damage suffered by you
13.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer unless the loss is:
13.1.1 unexpected and it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);
13.1.2 caused by a delaying event outside our control;
13.1.3 something you could have avoided by taking reasonable action;
13.1.4 for any business or commercial losses, damages or costs including any loss or profit, loss of business interruption, or loss of business opportunity, as we only supply the products on our website for domestic and private use.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
14. How we may use your personal information
We will only use your personal information as set out in our Privacy Policy.
15. Other important terms
15.1 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
15.2 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
15.3 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.