GM Crafts Terms and Conditions of Sale

Version 1.0
Effective from 19 August 2026

These Terms and Conditions apply to Orders placed with GM Crafts on or after the effective date shown above.

Please read these Terms before placing an Order. They explain how contracts are formed, how Products and Services are supplied, and the respective rights and responsibilities of GM Crafts and its customers.

Nothing in these Terms limits or excludes any statutory right or remedy that cannot lawfully be limited or excluded.

1. About GM Crafts

1.1 GM Crafts is a trading name of Greenstik Materials Ltd, a company registered in England and Wales.

1.2 Our legal and contact details are:

Greenstik Materials Ltd trading as GM Crafts
Company number: 08154166
Registered office: Unit 9 Lancaster Road, Carnaby Industrial Estate, Bridlington, East Yorkshire, YO15 3QY
Email: sales@gmcrafts.co.uk
Telephone: 01262 602222

1.3 References in these Terms to “GM Crafts”, “we”, “us” and “our” mean Greenstik Materials Ltd trading as GM Crafts.

1.4 These Terms apply to Products and Services sold under the GM Crafts trading name.

1.5 Separate terms may apply to products or services supplied by Greenstik Materials Ltd under another trading activity where this is expressly stated before the relevant contract is formed.

1.6 Our registered office is an address for formal correspondence. It may not be the appropriate return address for every Product.

1.7 Customers must contact us before returning machinery, palletised Products, batteries, liquids, chemicals or other Products requiring specialist handling. We will provide the appropriate return address and safe transport instructions.

1.8 Requiring a customer to obtain appropriate return instructions does not remove or restrict any statutory cancellation, rejection, repair, replacement or refund right.

2. Application of these Terms

2.1 These Terms apply to Orders placed:

• through our website;
• by telephone;
• by email;
• through a written quotation;
• at our premises;
• at an exhibition or event;
• through our demonstration room; or
• through another sales channel operated directly by GM Crafts.

2.2 These Terms may apply to:

• physical Goods;
• machinery and technical equipment;
• accessories and replacement parts;
• craft materials and consumables;
• Digital Content and software;
• customised and personalised Products;
• installation, training, demonstration, printing, maintenance, diagnosis and repair Services;
• gift cards;
• Pre-order Products; and
• Restricted Products.

2.3 Separate policies may apply to:

• use of our website;
• acceptable website use;
• cookies;
• privacy and personal information; and
• other services identified separately on our website.

2.4 The contract may also include:

• the relevant Product description;
• the price displayed or quoted;
• applicable delivery information;
• technical information made available before purchase;
• computer or system requirements;
• manufacturer documentation;
• a written quotation;
• the Order Confirmation;
• Product-specific warranty terms;
• promotion-specific terms; and
• any written variation expressly agreed between the customer and us.

2.5 Product-specific information brought clearly to the customer’s attention before purchase takes priority over these general Terms where the two are inconsistent.

2.6 Mandatory legal rights take priority over any inconsistent provision in these Terms.

3. Definitions

In these Terms:

3.1 Business Customer means a person purchasing wholly or mainly for purposes relating to that person’s trade, business, craft or profession.

3.2 Consumer means an individual purchasing wholly or mainly for purposes outside that individual’s trade, business, craft or profession.

3.3 Digital Content means data supplied in digital form, including design files, software, licence keys, profiles, templates and downloadable content.

3.4 Dispatch means the point at which a Product has been physically handed to the carrier or collected by the customer. Merely creating a shipping label does not constitute Dispatch.

3.5 Goods means tangible Products supplied by us.

3.6 Order means a request submitted by a customer to purchase Products from us.

3.7 Order Acknowledgement means an automatic or other communication confirming that we have received an Order. An Order Acknowledgement does not necessarily mean that we have accepted the Order.

3.8 Order Confirmation means a communication from us expressly confirming that an Order has been accepted.

3.9 Pre-order means an Order for a Product that is not currently available for immediate Dispatch and is clearly advertised as a Pre-order before purchase.

3.10 Product means Goods, Digital Content or Services supplied under the contract.

3.11 Restricted Product means a Product subject to an age restriction, identity check, licensing requirement, delivery restriction or another legal control.

3.12 Services includes installation, training, printing, personalisation, demonstration, maintenance, diagnosis and repair work.

3.13 Working Day means Monday to Friday, excluding public holidays in England.

3.14 A reference to something being “in writing” includes email.

4. Consumers, Business Customers and authority

4.1 Whether a customer is a Consumer or Business Customer depends on the principal purpose and circumstances of the purchase.

4.2 A purchase may be a business purchase even where:

• the customer is a sole trader;
• the Order is delivered to a residential address;
• a personal payment method is used;
• the business is not incorporated; or
• the Product will also have some incidental personal use.

4.3 An Order made wholly or mainly for personal purposes remains a Consumer purchase even where a business name is mentioned incidentally.

4.4 An individual ordering for a company, partnership, school, charity, public body or another organisation confirms that they have authority to enter into the contract on its behalf.

4.5 The person placing an Order must have the legal capacity and authority necessary to enter into the contract.

4.6 Customers must provide complete and accurate:

• names;
• billing and delivery addresses;
• email addresses;
• telephone numbers;
• business details;
• payment information; and
• other information reasonably required to process the Order.

4.7 Customers must notify us promptly if information supplied with an Order is materially incorrect.

4.8 Where reasonably required, we may ask for evidence of:

• identity;
• authority;
• address;
• business status;
• age; or
• entitlement to use a payment method.

5. Placing an Order and formation of the contract

5.1 Products displayed on our website are normally an invitation for customers to submit an Order.

5.2 By submitting an Order through the final ordering or payment button, the customer:

• offers to purchase the Products shown in the Order;
• confirms that the Order details are correct;
• acknowledges that submitting the Order creates an obligation to pay; and
• agrees that these Terms will apply if we accept the Order.

5.3 Customers must check the following before submitting an Order:

• Product model and specification;
• colour, size and quantity;
• compatibility and system requirements where relevant;
• billing and delivery details;
• delivery method and cost;
• expected Dispatch or Pre-order information;
• artwork or personalisation;
• promotional terms; and
• the total price.

5.4 An Order Acknowledgement confirms only that the Order has reached our system. It does not necessarily mean that the Order has been accepted.

5.5 Unless we expressly state otherwise, a contract is formed when we:

• send an Order Confirmation expressly accepting the Order;
• send a Dispatch confirmation;
• send a Pre-order Confirmation accepting and reserving the Product;
• make Digital Content available;
• begin a Service with the customer’s authority; or
• begin producing a personalised or custom-made Product with the customer’s authority,

whichever applies first.

5.6 We may take or authorise payment when the Order is submitted. Taking payment does not, by itself, require us to accept the Order.

5.7 We may refuse an Order before acceptance where, for example:

• a Product is unavailable;
• the price or description contains an obvious material error;
• payment cannot be authorised;
• the delivery address cannot be served;
• the quantity exceeds available or allocated stock;
• we reasonably suspect fraud or unlawful activity;
• legally required age or identity verification has not been completed;
• supplying the Product would breach a legal or manufacturer restriction; or
• the Product cannot safely or lawfully be supplied.

5.8 If we refuse an Order after taking payment, we will refund the amount taken without undue delay.

5.9 Each separately accepted Order forms a separate contract.

5.10 The version of these Terms in force when the Order is submitted will apply to that Order.

5.11 Where required by law, we will provide or confirm the applicable contract information or Terms by email, attachment or another durable format that the customer can save and reproduce without alteration.

6. Product descriptions and specifications

6.1 We take reasonable care to ensure that Product descriptions, photographs, prices and specifications are accurate.

6.2 Images are illustrative. Colours and finishes may appear differently because of:

• screen settings;
• lighting;
• photography;
• material texture;
• manufacturing batch; and
• reasonable production variation.

6.3 Dimensions, weights, capacities, speeds, yields, production rates and performance figures may be approximate or subject to reasonable manufacturing tolerances unless expressly stated to be guaranteed.

6.4 Materials such as vinyl, card, paper, fabric, timber, plastics, adhesives, inks, coatings and blanks may have reasonable batch-to-batch variations in:

• shade;
• thickness;
• texture;
• surface finish;
• adhesion;
• release characteristics; and
• print response.

6.5 A reasonable variation inherent in a material or manufacturing process will not, by itself, constitute a defect where the Product remains as described and fit for its ordinary purpose.

6.6 Samples demonstrate the general type, appearance or characteristics of a Product. They do not guarantee that every subsequent production batch will be visually identical unless we expressly agree this in writing.

6.7 Application guides, pressure settings, temperature settings, cutting settings, print profiles and other guidance are intended as reasonable starting points.

6.8 Results may vary according to:

• equipment;
• calibration;
• substrate;
• software;
• operator technique;
• maintenance;
• consumables;
• ambient temperature or humidity; and
• production conditions.

6.9 Customers should carry out an appropriate test before beginning valuable, irreversible or high-volume production.

6.10 Unless we expressly guarantee a particular result in writing after receiving all relevant information, general guidance does not guarantee a specific commercial or production outcome.

6.11 We will not substitute a materially different Product after accepting an Order without the customer’s agreement.

6.12 We may make a minor change where necessary to:

• comply with law or safety requirements;
• reflect a non-material manufacturer update;
• correct an obvious description error; or
• improve a Product without reducing its principal functionality,

provided that the change does not materially reduce the Product’s quality, functionality or value.

6.13 Customers must use Products lawfully, safely and in accordance with applicable instructions, warnings and safety information.

6.14 We may contact customers regarding a safety notice, recall, corrective action or manufacturer update.

6.15 Customers must stop using an affected Product where instructed and cooperate reasonably with the corrective process.

7. Prices, VAT and payment

7.1 Prices displayed to Consumers include VAT at the applicable rate unless clearly stated otherwise.

7.2 Business quotations may show prices excluding VAT. VAT will be added where applicable.

7.3 Delivery charges and other mandatory costs will be displayed or explained before the Order is submitted.

7.4 The price payable is the price shown when the Order is submitted, subject to correction of an obvious and unmistakeable pricing error.

7.5 If an obvious pricing error is identified before acceptance, we may:

• offer the Product at the correct price; or
• decline the affected Order and provide a full refund.

7.6 We will not increase the price of an accepted Order unless:

• the customer requests a change;
• the parties agree a variation; or
• a change is required by law.

7.7 Payment must be made through a payment method offered at checkout or otherwise agreed in writing.

7.8 The customer confirms that they are authorised to use the submitted payment method.

7.9 We may carry out reasonable:

• payment checks;
• fraud-prevention checks;
• identity checks;
• address checks; and
• security checks.

7.10 Where payment is declined, reversed or not completed, we may suspend or cancel the Order until valid payment is received.

7.11 Finance, instalment and buy-now-pay-later services are subject to the separate eligibility requirements and terms of the relevant provider.

7.12 Some payment methods may not be available for Pre-orders, custom-made Products or Restricted Products.

7.13 A finance agreement may be between the customer and the finance provider rather than GM Crafts.

7.14 Where a refund relates to a financed purchase, we will make the refund to the finance provider where required. The provider will be responsible for adjusting the customer’s finance account.

7.15 Refunds will normally be made through the original payment method unless another lawful method is expressly agreed.

8. Stock availability

8.1 Stock information is updated regularly but may occasionally be affected by:

• simultaneous Orders;
• stock-counting errors;
• damaged stock;
• supplier shortages;
• manufacturer allocation;
• import delays; or
• system delays.

8.2 We do not guarantee stock availability until the Order has been accepted.

8.3 If we cannot supply an accepted Product, we will:

• offer an alternative only with the customer’s agreement; or
• cancel the affected Product and provide a full refund.

8.4 We may Dispatch an Order in separate consignments where reasonable.

8.5 We will not increase the delivery charge because we choose to Dispatch an Order in separate consignments unless a different arrangement was agreed before purchase.

8.6 We may limit quantities where reasonably necessary to:

• manage limited stock;
• prevent fraud;
• prevent unauthorised resale; or
• comply with manufacturer allocation restrictions.

9. Pre-orders and new-release Products

9.1 We may offer new-release, limited-allocation or temporarily unavailable Products on a Pre-order basis.

9.2 A Pre-order Product will be clearly identified as a Pre-order before purchase.

9.3 The relevant Product information will display an approximate Dispatch date or Dispatch window based on the information reasonably available to us at the time.

9.4 By placing a Pre-order, the customer acknowledges that:

• the Product is not currently available for immediate Dispatch;
• full payment will be taken when the Pre-order is placed;
• Dispatch may occur more than 30 days after the contract is formed where the displayed estimate says so; and
• the displayed date or period is an estimate unless expressly described as guaranteed.

9.5 An estimated Pre-order date may be affected by:

• manufacturer demand;
• production capacity;
• component availability;
• Product testing or certification;
• manufacturer allocation;
• revised release dates;
• international freight;
• customs clearance;
• port congestion;
• carrier availability; and
• other manufacturing or transit delays outside our reasonable control.

9.6 We will provide a Pre-order Confirmation after accepting the Pre-order.

9.7 For administrative purposes, a fully paid Pre-order will normally be marked as “Completed” in our Order-management system within 24 hours after payment.

9.8 For a Pre-order, “Completed” means only that:

• payment has been completed;
• the Order has been accepted and recorded;
• the customer’s allocation or reservation has been recorded; and
• the initial Order administration has been completed.

9.9 “Completed” does not mean that:

• the Product is physically in stock;
• the Product has been packed;
• the Product has been dispatched;
• the Product has been delivered; or
• a delivery-based cancellation or warranty period has begun.

9.10 Dispatch will be confirmed separately by email, normally with carrier or tracking information.

9.11 We will keep the customer reasonably informed of a material change to the expected Dispatch timeframe using the email address supplied with the Order.

9.12 A revised estimated date does not remove the customer’s right to cancel the Pre-order before Dispatch.

9.13 The price of an accepted and fully paid Pre-order will not be increased because the manufacturer subsequently increases its price.

9.14 If a manufacturer makes a material change to the Product’s specification before release, we will tell the customer.

9.15 Following a material specification change, the customer may:

• accept the revised specification; or
• cancel the Pre-order for a full refund before Dispatch.

9.16 Any customer, whether a Consumer or Business Customer, may cancel a fully paid Pre-order at any time before Dispatch.

9.17 Where a complete Pre-order is cancelled before Dispatch, we will refund:

• 100% of the Product price;
• 100% of any VAT paid; and
• 100% of any delivery charge paid for that undelivered Order.

9.18 Where one Pre-order Product in a mixed Order is cancelled, we will refund:

• 100% of the amount paid for that Product; and
• any delivery charge attributable solely to that Product.

9.19 We will not deduct an administration, restocking or cancellation charge from a Pre-order cancelled before Dispatch.

9.20 The refund will be initiated without undue delay and no later than 14 days after the customer clearly tells us that they wish to cancel.

9.21 If we determine that we cannot supply the Pre-order Product, we will cancel the affected Order and provide a full refund.

9.22 Unless we state that Products will be dispatched separately, an Order containing both in-stock and Pre-order Products may be held until all Products are available.

9.23 Customers requiring in-stock Products sooner should place them as a separate Order or contact us before ordering.

9.24 Once a Pre-order Product has been dispatched:

• the normal delivery provisions apply;
• the normal change-of-mind provisions apply;
• the faulty-Goods provisions apply;
• the applicable warranty provisions apply; and
• the Business Customer provisions apply where relevant.

9.25 Nothing in this section removes any additional statutory cancellation or late-delivery right available to a Consumer.

10. Dispatch and delivery

10.1 Available delivery methods, delivery areas, charges and restrictions will be displayed or otherwise communicated before the Order is submitted.

10.2 Unless a longer period has been displayed and agreed, Consumer Orders will be delivered without undue delay and ordinarily within 30 days after the contract is formed.

10.3 Pre-orders are governed by the displayed Pre-order timeframe and section 9.

10.4 Dispatch and delivery dates are estimates unless expressly confirmed as fixed or guaranteed.

10.5 We aim to Dispatch in-stock, fully paid Orders placed before 2.00pm on the same Working Day.

10.6 Same-day Dispatch is not guaranteed unless expressly stated.

10.7 Orders placed after the stated cut-off, during a weekend or on a public holiday will normally be processed on the next Working Day.

10.8 Customers must provide:

• a complete delivery address;
• an accurate postcode;
• a working telephone number;
• an accurate email address; and
• relevant access information.

10.9 We are not responsible for delay caused by materially inaccurate or incomplete information supplied by the customer.

10.10 Where delivery by a particular date is essential, the customer must tell us before placing the Order and we must expressly agree to that date.

10.11 If we fail to deliver by a legally binding essential date, the customer may have a right to end the contract.

10.12 Tracking information is provided for convenience. A date generated by a carrier’s tracking system is not necessarily a guaranteed contractual delivery date.

10.13 For ordinary, non-restricted Products, a customer may be able to nominate a carrier-approved safe place or neighbour.

10.14 Restricted Products will not be delivered to:

• a safe place;
• a self-service locker;
• an unattended location; or
• an unauthorised neighbour.

10.15 Where delivery fails because:

• the address is materially incorrect;
• safe access has not been provided;
• no authorised recipient is available;
• required identification is not produced; or
• a material access restriction was not disclosed,

we may charge the direct and reasonable cost of redelivery, return or storage where the cost was fairly disclosed and the failure was within the customer’s control.

10.16 If a consignment appears lost or damaged in transit, the customer should contact us promptly so that we can investigate with the carrier.

10.17 Where we arranged delivery to a Consumer, responsibility for loss or damage in transit remains with us until the Product comes into the physical possession of:

• the Consumer; or
• another person identified by the Consumer to receive it.

10.18 We will not require a Consumer to pursue our carrier directly for a loss or damage claim, although we may request reasonable cooperation and evidence.

10.19 For collection Orders, we will notify the customer when the Products are ready.

10.20 We may require:

• the Order number;
• proof of identity;
• payment verification; and
• age or identity verification for a Restricted Product.

10.21 Where international delivery is offered:

• local import duties, taxes and clearance charges may apply where disclosed before purchase;
• customs procedures may delay delivery;
• local Product and use restrictions may apply; and
• mandatory consumer protections in the customer’s country may also apply.

11. Heavy, palletised and high-value Products

11.1 Machinery and other large Products may require palletised, specialist or insured delivery.

11.2 Unless expressly stated otherwise in the Product information, quotation or Order Confirmation, pallet delivery is to an accessible kerbside or suitable ground-level unloading point.

11.3 Standard pallet delivery does not include:

• unpacking;
• installation;
• commissioning;
• assembly;
• packaging removal;
• moving equipment inside a building;
• moving equipment upstairs or downstairs;
• electrical work;
• extraction installation;
• operator training; or
• disposal of existing equipment.

11.4 Before ordering, the customer must check:

• delivery-vehicle access;
• parking and unloading space;
• doorway and corridor dimensions;
• steps, slopes and thresholds;
• lift capacity;
• floor loading;
• suitable handling equipment; and
• whether enough people will be available to move the Product safely.

11.5 The customer must disclose before ordering any restriction likely to prevent or materially complicate safe delivery.

11.6 Where delivery fails because of an undisclosed or avoidable access problem, we may charge the direct and reasonable aborted-delivery, redelivery or storage cost, subject to applicable law.

11.7 Customers should retain specialist crates, pallets, transit braces and protective packaging throughout the Consumer cancellation period and for as long afterwards as reasonably practicable.

11.8 Original packaging is not an absolute condition of a Consumer’s statutory rights.

11.9 Where a Consumer will be responsible for the direct cost of returning a Product that cannot normally be returned by post, we will provide an estimated cost or reasonable cost range before the Order is placed.

11.10 The return-cost information referred to in clause 11.9 may be provided through:

• Product-specific information;
• a quotation;
• direct correspondence;
• delivery information; or
• another clear pre-contract communication.

11.11 If we do not provide required return-cost information before the Order is placed, we will bear the return cost to the extent required by law.

11.12 Where a Product is returned because it does not conform to the contract, we will bear the reasonable return or collection cost where required by law.

12. Returning physical Products: photographs, packaging and collection

Application of this section

12.1 This section applies whenever a physical Product is being returned to us for any reason, including:

• inspection;
• fault diagnosis;
• warranty assessment;
• maintenance;
• repair;
• replacement;
• rejection;
• refund;
• change-of-mind cancellation; or
• another return agreed with us.

12.2 Customers must not return machinery, palletised Products, batteries, liquids, chemicals or another Product requiring specialist handling without first obtaining appropriate return instructions from us.

12.3 Contacting us before a return enables us to:

• confirm the correct return address;
• determine the appropriate transport method;
• arrange collection where applicable;
• explain any necessary preparation;
• identify hazardous or sensitive components; and
• reduce the risk of avoidable transit damage.

Photographs before return or collection

12.4 Where a Product has been opened, unpacked, assembled, installed or used, we will normally request clear and current photographs before arranging collection or issuing final return instructions.

12.5 Where reasonably requested and practicable, the customer must provide photographs showing:

• the Product from several angles;
• the general cosmetic condition of the Product;
• any existing marks, damage or areas of concern;
• the model and serial-number labels;
• the supplied accessories, cables, tools, components and removable parts;
• the original packaging and internal protective materials, where available;
• the Product positioned inside the packaging before final sealing;
• the internal cushioning, foam, supports and protection around the Product;
• the closed and sealed outer box, crate or pallet;
• any transit locks, braces, retaining screws or protective fittings; and
• any other packaging detail reasonably requested for safe transport.

12.6 Where a Product remains completely unopened and sealed in its original packaging, the customer should not open it solely to take internal photographs.

12.7 For an unopened Product, photographs of the sealed outer packaging and any existing external damage will normally be sufficient.

12.8 Photographs are requested to:

• record the condition of the Product before return transit;
• record the condition and availability of its packaging;
• verify that relevant parts and accessories are present;
• identify existing damage;
• assess whether the Product appears to be packed safely;
• help us choose an appropriate collection service;
• allow us to provide further packing instructions where necessary; and
• assist in determining when any subsequent transit damage may have occurred.

12.9 We may request additional photographs or information where the original images do not clearly show the Product, packaging or packing method.

12.10 Where the photographs show that packaging is visibly unsuitable or that the Product is not adequately secured, we may require the Product to be repacked before collection is booked or attempted.

12.11 We will not unreasonably delay a statutory return, repair, replacement or other remedy.

12.12 We are not, however, required to arrange a collection using packaging that appears unsafe or unsuitable for the Product or carrier.

12.13 Failure to provide requested photographs does not, by itself, remove a Consumer’s statutory rights.

12.14 Failure to provide photographs may nevertheless:

• prevent us from safely arranging collection until sufficient information is available;
• make it more difficult to establish the Product’s condition before return;
• make it more difficult to determine whether damage occurred before or during return transit; or
• affect the evidence available when responsibility for subsequent damage is considered.

Original packaging

12.15 Where the original packaging remains available and suitable, the customer should use it.

12.16 All original transport protection should be refitted where applicable, including:

• foam inserts;
• moulded supports;
• internal boxes;
• protective films;
• transit braces;
• transit screws;
• print-head retainers;
• caps;
• pallet fixings; and
• other transportation protection.

12.17 Original packaging is not an absolute condition of a Consumer’s statutory cancellation or faulty-Goods rights.

Replacement packaging

12.18 Where the original packaging is missing, damaged or no longer suitable, the customer must use alternative packaging that is reasonably appropriate for the Product’s:

• size;
• weight;
• value;
• shape;
• fragility; and
• method of transportation.

12.19 Suitable alternative packaging may require:

• a strong double-wall or heavy-duty outer box;
• a purpose-built crate;
• a suitably sized pallet;
• rigid internal protection;
• sufficient cushioning on every side;
• protection around corners, screens, lids and projecting parts;
• weather-resistant wrapping;
• secure strapping;
• protection against movement inside the packaging; and
• another packing method appropriate to the Product.

12.20 The Product must not be able to move freely inside the packaging.

12.21 Accessories, tools, cables, loose components and consumables must be individually secured so that they cannot move around and damage the Product during transport.

12.22 Inks, liquids, powders, resins, cartridges, print heads and other sensitive or potentially leakable components must be removed, secured or prepared for transport only in accordance with instructions supplied by us or the manufacturer.

12.23 The customer must not drain, dismantle, lock, brace or otherwise prepare a technical Product in a manner that could damage it.

12.24 Where the correct transport procedure is uncertain, the customer must contact us before packing, dismantling or moving the Product.

12.25 A Product must not be returned:

• loose or unprotected;
• in an undersized box;
• in a badly damaged or weakened box;
• with inadequate internal cushioning;
• on an unsuitable pallet;
• with unsupported projecting parts;
• with loose accessories capable of causing damage; or
• in packaging that creates an obvious handling or safety risk.

12.26 If the customer cannot safely repack the Product, the customer must tell us before attempting to move, dismantle or Dispatch it.

12.27 We will advise on an appropriate method of return and, where required by law, make an appropriate return arrangement.

Packaging costs and responsibility for damage

12.28 For a Consumer change-of-mind return, the customer is responsible for providing suitable return packaging and paying the direct return cost where that responsibility was properly disclosed before purchase.

12.29 Where a Product is being returned because it is alleged to be faulty, misdescribed or otherwise non-conforming, the customer should contact us before purchasing expensive specialist packaging or arranging independent transport.

12.30 Where the law requires us to bear the reasonable costs of returning a faulty or rejected Product, we may:

• provide suitable packaging;
• arrange a specialist collection;
• provide packing materials;
• give reasonable packing instructions;
• reimburse an agreed reasonable packaging cost; or
• agree another appropriate return arrangement.

12.31 A Consumer will not be required to bear a cost that applicable law requires us to bear.

12.32 The customer remains responsible for taking reasonable care of the Product and following reasonable return and packing instructions.

12.33 To the extent permitted by law, the customer may be responsible for avoidable loss or damage caused by:

• inadequate packaging;
• failure to secure the Product;
• failure to refit required transit protection;
• disregard of reasonable packing instructions; or
• use of an unsuitable return method.

12.34 Nothing in this section makes the customer responsible for:

• a pre-existing defect;
• damage already present before return;
• damage caused by our failure to use reasonable care;
• damage caused by a carrier where the legal risk remains with us; or
• another matter for which applicable law places responsibility on us.

12.35 Our review of photographs is intended to identify obvious packing or transportation concerns.

12.36 Reviewing photographs does not:

• guarantee that the packaging cannot be damaged in transit;
• constitute formal approval or certification of the packaging;
• transfer responsibility contrary to applicable law;
• amount to acceptance that the Product is faulty; or
• amount to acceptance that a particular refund or remedy is due.

12.37 The customer should retain copies of all photographs, collection records, return receipts and tracking information until the return, repair, refund or other matter has been fully resolved.

13. Inspection, shortages and transit damage

13.1 Customers should inspect outer packaging and Products as soon as reasonably possible after delivery.

13.2 Visible damage should be recorded with the carrier where possible, and photographs should be taken before the Product is unpacked, installed or moved.

13.3 Consumers should notify us promptly of:

• transit damage;
• a shortage;
• an incorrect Product; or
• another delivery discrepancy.

13.4 Delay in notifying us does not automatically remove a Consumer’s statutory rights, although early notification may help establish what occurred.

13.5 Business Customers must inspect Products promptly and should normally notify us:

• of visible transit damage, shortage or an incorrect Product within two Working Days after delivery; and
• of a latent defect within five Working Days after it is discovered.

13.6 A Business Customer’s failure to notify us within those periods will not automatically exclude a claim where exclusion would be unreasonable.

13.7 We will not be responsible to the extent that unreasonable delay materially prevents:

• investigation;
• recovery from the carrier;
• verification of the cause; or
• prevention of additional damage.

13.8 Customers must preserve relevant:

• packaging;
• labels;
• serial numbers;
• photographs;
• delivery records; and
• other evidence

while a claim is investigated.

13.9 Signing a carrier’s delivery record without noting damage does not automatically remove a Consumer’s statutory rights.

14. Risk and ownership

14.1 For a Consumer, risk passes when the Product comes into the physical possession of:

• the Consumer; or
• another person nominated by the Consumer to receive it,

except where the Consumer independently appoints a carrier that we did not offer.

14.2 For a Business Customer, risk passes on delivery to the agreed delivery point or collection by the Business Customer or its carrier.

14.3 Ownership passes only when we have received cleared payment in full for the relevant Products, subject to any applicable finance agreement.

14.4 Until ownership passes, a Business Customer must:

• keep the Products identifiable where reasonably possible;
• store them properly;
• keep them in satisfactory condition; and
• insure them for their replacement value.

14.5 Nothing in this section gives us a right to enter private premises without permission or lawful authority.

15. Cancelling or changing an Order before Dispatch

15.1 Customers should contact us promptly if they wish to amend or cancel an Order.

15.2 If the Order has not been accepted, we will normally cancel it and release or refund any payment.

15.3 A Consumer may have statutory cancellation rights even after an Order has been accepted or dispatched.

15.4 Pre-orders are subject to the full pre-Dispatch refund policy in section 9.

15.5 A Business Customer has no automatic change-of-mind cancellation right after acceptance, except for:

• the Pre-order cancellation right in section 9; or
• another right expressly agreed by us in writing.

15.6 A custom-made or personalised Order may enter production shortly after acceptance.

15.7 Cancellation may cease to be available once:

• production has begun;
• material has been cut;
• printing or engraving has begun;
• personalised content has been created; or
• special-order stock has been irreversibly committed.

15.8 Where we voluntarily accept cancellation of a Business Customer’s custom or specially ordered Product, the Business Customer must pay the reasonable direct costs and losses already incurred.

15.9 We will take reasonable steps to reduce losses caused by a cancellation.

15.10 Once an ordinary Product has been dispatched, we may be unable to stop it in transit. The delivery and return provisions will then apply.

16. Consumer right to cancel an online, telephone or distance purchase

16.1 This section applies where a Consumer purchases at a distance, including through our website, by telephone or by email, or in another situation where a statutory cancellation right applies.

16.2 It does not ordinarily apply to a purchase completed in person at our premises after the Consumer has had the opportunity to inspect the Product.

Cancellation period

16.3 A Consumer may cancel an eligible contract without giving a reason at any time from contract formation until 14 days after the day on which the Product is received.

16.4 Where several Products ordered together are delivered on different days, the period ends 14 days after the day on which the final Product is received.

16.5 Where a Product is delivered in separate lots or pieces, the period ends 14 days after the final lot or piece is received.

16.6 Where a contract is for regular delivery of Goods during a defined period, the cancellation period ends 14 days after the day on which the first delivery is received.

How to cancel

16.7 The Consumer must clearly tell us of the decision to cancel before the cancellation period expires.

16.8 Cancellation may be communicated by:

Email: sales@gmcrafts.co.uk
Telephone: 01262 602222
Post: GM Crafts, Greenstik Materials Ltd, Unit 9 Lancaster Road, Carnaby Industrial Estate, Bridlington, East Yorkshire, YO15 3QY

16.9 The model cancellation form at the end of these Terms may be used but is not compulsory.

16.10 The Consumer should provide sufficient information to identify the Order, including the Order number, name and address.

Returning the Product

16.11 After cancelling, the Consumer must return the Product without undue delay and no later than 14 days after notifying us of cancellation.

16.12 Every returned Product must be photographed and packaged in accordance with section 12 where applicable.

16.13 The Consumer should obtain proof of Dispatch and use a return service appropriate to the nature and value of the Product.

16.14 Machinery, palletised Products, batteries, liquids, chemicals and other specialist Products must be transported safely and lawfully. The Consumer must contact us before independently arranging transport for such Products.

16.15 For a change-of-mind cancellation, the Consumer is responsible for providing suitable packaging and paying the direct return cost where this responsibility was disclosed before purchase.

16.16 Where a Product cannot normally be returned by post, the estimated return cost or a reasonable cost range will be provided before purchase where the Consumer is to bear that cost.

16.17 We will pay the reasonable packaging, return or collection cost where the Product is returned because it does not conform to the contract and the law requires us to bear that cost.

Refunds

16.18 Where the complete Order is cancelled, we will refund:

• the Product price; and
• the cost of the least expensive standard delivery method offered for that Order.

16.19 We are not required to refund the additional cost of premium, timed, weekend or enhanced delivery selected above the standard delivery service.

16.20 Where only part of an Order is cancelled, the original delivery charge will be refunded only where required by law or where that charge would have been lower had the retained Products been ordered alone.

16.21 We will make the refund without undue delay and no later than the applicable statutory deadline.

16.22 Where we have not agreed to collect the Product, we may withhold the refund until:

• the Product is returned; or
• the Consumer provides satisfactory evidence that it has been sent back.

16.23 Where clause 16.22 applies, the refund will be made no later than 14 days after the earlier of:

• the day on which we receive the Product back; or
• the day on which the Consumer provides satisfactory evidence of having sent it back.

16.24 Refunds will normally be made through the original payment method.

Inspection, handling and returned condition

16.25 A Consumer may inspect a Product to establish its nature, characteristics and functioning in broadly the same manner as would reasonably be permitted in a shop.

16.26 A Consumer is responsible for a reduction in value caused by handling beyond what was reasonably necessary for that inspection.

16.27 Where excessive handling has demonstrably reduced the value of the Product, we may make an evidence-based and proportionate deduction from the refund.

16.28 Depending on the Product, excessive handling may include:

• carrying out substantial production work;
• using a significant quantity of supplied consumables;
• causing avoidable scratching, staining or contamination;
• making unauthorised modifications;
• removing or damaging serial-number labels;
• returning missing parts or accessories;
• activating a non-transferable licence beyond what was reasonably necessary for testing;
• failing to remove account locks or personal data;
• damaging specialist transit packaging; or
• packaging the Product inadequately for return.

16.29 Opening packaging does not automatically remove the cancellation right.

16.30 Absence of original packaging does not automatically remove statutory rights, but it may:

• increase the risk of transit damage;
• make safe return more difficult; or
• contribute to a genuine reduction in value.

16.31 Products supplied as a bundle, kit or with a promotional Product should be returned with all components.

16.32 Where a component or promotional Product is missing, we may make a proportionate deduction reflecting the actual reduction in value where lawful.

16.33 The Consumer must take reasonable care of the Product while it remains in the Consumer’s possession.

17. Exceptions to change-of-mind cancellation

17.1 The statutory change-of-mind cancellation right may not apply to:

• Products made to the customer’s specifications;
• Products clearly personalised for the customer;
• materials cut, printed, mixed or manufactured to a genuinely non-standard specification requested specifically by the customer;
• Products liable to deteriorate or expire rapidly;
• sealed Products unsuitable for return for health-protection or hygiene reasons once unsealed;
• sealed computer software, audio or video Products once unsealed;
• Products that become inseparably mixed with other items after delivery;
• newspapers, magazines or periodicals other than subscriptions;
• Digital Content where immediate supply has lawfully begun following the required consent and acknowledgement;
• Services fully performed during the cancellation period following the required request and acknowledgement; or
• another category lawfully excluded from cancellation.

17.2 Selecting an ordinary stock size, colour or option offered as part of our normal range does not necessarily make a Product personalised.

17.3 These exceptions relate to change-of-mind cancellation. They do not remove rights where a Product is faulty, misdescribed or otherwise does not conform to the contract.

18. Consumer rights where Goods are faulty

18.1 We have a legal responsibility to supply Consumers with Goods that are:

• of satisfactory quality;
• fit for their ordinary purpose;
• fit for a particular purpose made known to us where the Consumer reasonably relied on our advice;
• as described;
• matched to a relevant sample or model; and
• correctly installed where installation forms part of our contract.

18.2 If a Consumer believes that Goods do not conform to the contract, the Consumer should contact us and provide reasonable details of the problem.

18.3 Depending on the circumstances and time elapsed, legal remedies may include:

• the short-term right to reject;
• repair;
• replacement;
• a price reduction; or
• final rejection.

18.4 A Consumer will ordinarily have a short-term right to reject non-conforming Goods during the first 30 days after delivery or completion of installation, where applicable.

18.5 Where the short-term right has expired or the Consumer chooses not to exercise it, repair or replacement will normally be the first remedy.

18.6 We may provide the alternative remedy where the Consumer’s chosen remedy is impossible or disproportionate compared with another effective remedy.

18.7 Repair or replacement will be provided:

• without charge;
• within a reasonable time; and
• without significant inconvenience.

18.8 Where repair or replacement:

• is impossible;
• is disproportionate;
• has not remedied the lack of conformity after one repair or replacement;
• is not completed within a reasonable time; or
• causes significant inconvenience,

the Consumer may become entitled to a price reduction or final rejection.

18.9 Where a lack of conformity becomes apparent during the first six months after delivery, it will normally be presumed to have existed at delivery unless we prove otherwise or the presumption is incompatible with the nature of the Goods or reported problem.

18.10 After six months, the Consumer may be required to demonstrate that the problem resulted from a fault present when the Goods were supplied.

18.11 A deduction for use may be made following final rejection only where and to the extent permitted by law.

18.12 A Consumer is not entitled to a faulty-Goods remedy for a problem caused solely after delivery by:

• accidental damage;
• misuse;
• neglect;
• unauthorised modification;
• incompetent repair;
• unsuitable external equipment;
• unsupported software;
• failure to follow operating or maintenance instructions;
• reasonable wear and tear; or
• normal depletion of a consumable,

unless the Goods were nevertheless non-conforming when supplied.

18.13 We may request reasonable proof of purchase, including:

• an Order number;
• invoice;
• receipt;
• bank statement; or
• other reliable evidence.

18.14 Where a Consumer validly rejects Goods or is entitled to another statutory remedy, we will bear the reasonable collection, return, repair or replacement cost as required by law.

18.15 Products returned for inspection, diagnosis, repair, replacement or rejection must be prepared, photographed and packaged in accordance with section 12 where applicable.

18.16 A manufacturer’s warranty or commercial guarantee is additional to the Consumer’s rights against GM Crafts and does not replace them.

19. Machinery, computer requirements and compatibility

19.1 This section applies particularly to:

• laser machines;
• printers;
• digital cutting machines;
• 3D printers;
• scanners;
• heat presses;
• CNC equipment;
• extraction equipment; and
• other technical systems.

19.2 A technical Product may require compatible:

• computer hardware;
• processor performance;
• memory;
• graphics capability;
• operating system;
• software;
• firmware;
• internet access;
• network or USB connection;
• electrical supply;
• extraction or ventilation;
• ambient temperature or humidity;
• workspace;
• consumables; and
• third-party equipment.

19.3 Relevant technical, compatibility, installation and operating information may be provided or made available through one or more of the following:

• the Product description;
• manufacturer documentation;
• manufacturer websites or support resources;
• user manuals;
• downloadable technical documents;
• demonstrations;
• direct correspondence; or
• information supplied by us on request.

19.4 We do not undertake to reproduce every technical specification, operating requirement or item of manufacturer information on every Product page, quotation, invoice, Order Confirmation or other sales document.

19.5 Where particular information is legally required to be provided before purchase, or a known limitation is material to the ordinary use of the Product, we will provide or make that information reasonably available by an appropriate method before the customer is bound by the contract.

19.6 A customer who considers a particular technical specification or compatibility requirement important to the decision to purchase should contact us before ordering.

19.7 We will use reasonable efforts to provide or obtain the relevant information from the manufacturer.

19.8 Customers should review any relevant technical or compatibility information provided or made available to them.

19.9 Where the customer asks us to advise on compatibility or suitability, the customer must provide accurate and complete information about the proposed:

• computer;
• operating system;
• software;
• network;
• workflow;
• materials;
• intended output;
• production volume; and
• installation environment.

19.10 Meeting only the manufacturer’s minimum specification may permit basic operation but may not provide the speed, responsiveness or production capacity available from the recommended specification.

19.11 A Product is not necessarily faulty merely because:

• the customer’s computer is below the relevant requirements;
• unsupported software or an unsupported operating system is used;
• a network, cable, port or driver is incompatible;
• a customer file is corrupt, unusually complex or incorrectly configured;
• maintenance has not been carried out;
• unsuitable consumables are used;
• the installation environment does not meet relevant requirements; or
• the Product is used beyond its stated capacity.

19.12 We are not responsible for an incompatibility caused solely by external equipment, software, systems or conditions that do not meet relevant requirements provided or made reasonably available before purchase, provided that:

• the Product itself conforms to the contract; and
• we did not give contrary written advice after receiving all relevant information.

19.13 This section does not exclude liability where:

• the Product itself is defective;
• the Product was misdescribed;
• information required by law was not provided;
• a material limitation known to us was not disclosed where it should reasonably have been disclosed; or
• the customer reasonably relied on incorrect written advice supplied by us.

19.14 Unless expressly agreed as a separate professional Service, sales guidance and demonstrations are based on:

• information supplied by the customer;
• manufacturer information available to us;
• our reasonable Product knowledge; and
• the conditions existing at the time.

19.15 We do not guarantee a particular:

• commercial output;
• production volume;
• throughput;
• profitability;
• period of uninterrupted operation; or
• return on investment

unless that result is expressly agreed in writing.

19.16 Some Products rely on manufacturer software, accounts, cloud services or third-party platforms.

19.17 Where reasonably known to us, information about a third-party dependency material to ordinary operation may be provided through:

• manufacturer documentation;
• support resources;
• Product information;
• direct correspondence; or
• information supplied on request.

19.18 We do not guarantee uninterrupted availability of a third-party online service outside our reasonable control. This does not excuse a Product from conforming to the contract.

19.19 Customers must keep appropriate backups of designs, files, profiles, settings and other data.

19.20 Machinery must be operated by competent persons using appropriate:

• ventilation;
• extraction;
• fire precautions;
• protective equipment;
• supervision; and
• risk controls.

19.21 Business Customers are responsible for workplace risk assessments, staff training and health-and-safety compliance, except where an expressly purchased Service places a specific responsibility on us.

20. Technical diagnosis and disputed faults

20.1 Where the cause of a reported problem is unclear, we may carry out a reasonable technical assessment before confirming the appropriate remedy.

20.2 The assessment will not be used to cause unreasonable delay or obstruct a Consumer’s statutory rights.

20.3 We may reasonably request:

• Product and accessory serial numbers;
• photographs or video;
• error messages;
• diagnostic logs;
• software and firmware versions;
• computer specifications;
• connection information;
• sample files;
• maintenance and cleaning records;
• details of consumables used; and
• information about the operating environment.

20.4 We may assess a Product:

• through remote support;
• through an agreed site visit;
• at our premises;
• through the manufacturer’s authorised support process; or
• using a known-compatible system under controlled conditions.

20.5 A controlled comparison may be used to determine whether a reported issue follows:

• the Product;
• the customer’s computer;
• software;
• a file;
• a network or cable;
• consumables;
• maintenance;
• the installation environment; or
• another component.

20.6 Collection, inspection, remote assistance, training or a site visit does not, by itself, amount to an admission that the Product is faulty.

20.7 A diagnostic, training or maintenance visit is not necessarily a repair attempt unless work was actually carried out to remedy an established lack of conformity.

20.8 A Consumer will not be charged for diagnosis, collection, repair or another action that we are legally required to provide without charge.

20.9 If no Product fault is found and requested support falls outside our legal or contractual responsibilities, we may offer additional work for an agreed charge.

20.10 No additional Consumer charge will be imposed unless its nature and amount have been explained and agreed in advance.

20.11 A Business Customer may be charged a reasonable diagnostic, call-out, collection or return-delivery fee where:

• no covered Product fault is found;
• the issue was caused by the Business Customer’s equipment, misuse, maintenance failure or unsupported configuration; and
• the basis of the charge was disclosed or agreed.

20.12 Products being returned for diagnosis must be prepared, photographed and packaged in accordance with section 12 where applicable.

20.13 Customers must cooperate reasonably with diagnosis and must not:

• destroy relevant evidence;
• erase diagnostic information unnecessarily;
• undertake unauthorised repairs; or
• continue using a Product where continued use is likely to cause further damage or create a safety risk.

21. Commercial warranties, consumables and repairs

21.1 A commercial warranty may be provided by:

• GM Crafts;
• the manufacturer; or
• another warranty provider.

21.2 Information about the existence, provider and applicable conditions of a commercial warranty may be provided or made available through one or more of the following:

• manufacturer warranty documentation;
• manufacturer websites or support resources;
• GM Crafts support resources;
• warranty-registration information;
• documents supplied with or for the Product;
• direct correspondence; or
• information supplied by us on request.

21.3 We do not undertake to reproduce the complete warranty terms on every Product page, quotation, invoice, Order Confirmation or other sales document.

21.4 Where applicable warranty information is legally required before the customer is bound by the contract, it will be provided or made reasonably available through an appropriate method.

21.5 A customer who considers particular commercial warranty coverage material to the decision to purchase should contact us before ordering.

21.6 We will use reasonable efforts to provide or obtain the current relevant warranty information.

21.7 A commercial warranty is additional to statutory rights and does not replace them.

21.8 Commercial warranty cover may exclude damage caused by:

• accidental damage;
• misuse;
• incorrect installation not performed by us;
• failure to clean or maintain;
• unsuitable environmental conditions;
• unsuitable electrical supply;
• unauthorised modification;
• use beyond stated capacity;
• fair wear and tear; or
• unsuitable third-party parts or consumables.

21.9 Some components are consumable or wear items, including, depending on the Product:

• blades;
• cutting mats;
• filters;
• print heads;
• nozzles;
• belts;
• rollers;
• pumps;
• lamps;
• laser tubes;
• protective windows;
• inks;
• toners;
• resin;
• build plates; and
• other components whose service life depends materially on use and maintenance.

21.10 A consumable or wear component may have a shorter commercial warranty period than the main machine where this is stated in the applicable warranty terms.

21.11 Describing an item as a consumable or wear component does not exclude a claim that it was defective when supplied.

21.12 Use of a third-party part, accessory or consumable does not automatically remove statutory rights.

21.13 We are not responsible for damage proven to have been caused by an unsuitable or defective third-party part, accessory or consumable.

21.14 On-site attendance, installation, commissioning or training is included only where expressly stated or agreed.

21.15 Remote support or return-to-base repair may be used where reasonable and consistent with the customer’s applicable rights.

21.16 Products being returned for warranty assessment or repair must be prepared, photographed and packaged in accordance with section 12 where applicable.

21.17 Customers must back up data and remove confidential information where reasonably possible before returning equipment.

21.18 A repair may require:

• firmware updates;
• software reinstallation;
• resetting;
• calibration;
• replacement of a controller; or
• replacement of a storage component.

21.19 We will use reasonable care but cannot guarantee preservation of data that should reasonably have been backed up.

21.20 Where customer-owned equipment is in our possession, we will use reasonable care to protect it.

21.21 We are not responsible for:

• pre-existing damage;
• faults not caused by us;
• ordinary deterioration;
• data loss not caused by our failure to use reasonable care; or
• damage resulting from materially incomplete or inaccurate information supplied by the customer.

21.22 Repair times are estimates unless a fixed completion date has been expressly agreed.

21.23 Loan or temporary replacement equipment is not included unless expressly agreed.

21.24 Parts removed and replaced during a repair become the property of GM Crafts or the warranty provider unless otherwise agreed.

22. Additional terms for Business Customers

22.1 This section applies only to Business Customers.

22.2 A Business Customer has no statutory cooling-off or change-of-mind cancellation right.

22.3 The voluntary Pre-order cancellation right in section 9 nevertheless applies to Business Customers.

22.4 Correctly supplied, non-defective Products may be returned only with our prior written agreement.

22.5 Where we voluntarily accept a Business Customer return, we may apply a reasonable:

• restocking charge;
• collection charge;
• testing charge;
• refurbishment charge; or
• reduction for diminished value,

provided that the charge is stated before the return is accepted.

22.6 Bespoke, activated, installed, used, personalised or specially ordered Products will not normally be accepted for a Business Customer change-of-mind return.

22.7 A Business Customer must inspect Products promptly and comply with the notification provisions in section 13.

22.8 Any Business Customer Product return must comply with the photograph and packaging provisions in section 12.

22.9 Subject to applicable law, our primary remedy for a proven Business Customer claim will, at our option, be:

• repair;
• replacement;
• re-performance;
• credit; or
• refund of the affected Product price.

22.10 We are not required to provide a remedy that is impossible or materially disproportionate to another effective remedy.

22.11 A Business Customer is responsible for determining whether a Product is suitable for its commercial process unless:

• the Business Customer made the specific purpose known to us;
• it supplied all relevant information; and
• we expressly confirmed suitability in writing.

22.12 Demonstrations, samples, production estimates and general statements do not guarantee a particular:

• commercial output;
• production rate;
• throughput;
• profitability;
• return on investment; or
• period of uninterrupted operation.

22.13 Business Customers are responsible for reasonable:

• business-continuity arrangements;
• alternative production capacity;
• data backups;
• cybersecurity;
• insurance;
• operator competence; and
• workplace compliance.

22.14 A Business Customer’s purchase order or standard purchasing terms will not replace these Terms unless we expressly accept them in writing.

22.15 To the fullest extent permitted by law and subject to the applicable statutory reasonableness requirement, implied terms are limited or excluded to the extent expressly addressed by these Terms.

22.16 Nothing in this section excludes legal title to Goods or another obligation that cannot lawfully be excluded.

23. Digital Content

23.1 Digital Content may include:

• design files;
• downloadable artwork;
• software;
• licence keys;
• templates;
• profiles; and
• other electronically supplied content.

Immediate supply and cancellation

23.2 A Consumer normally has a 14-day right to cancel an eligible distance contract for Digital Content before supply begins.

23.3 Where a Consumer chooses immediate access during the cancellation period, we may require a specific affirmative confirmation that:

• supply should begin immediately; and
• the Consumer understands that the change-of-mind cancellation right will be lost once supply begins.

23.4 The confirmation may be given through a clearly worded download or access control used specifically for the Digital Content.

23.5 The request and acknowledgement will be recorded and confirmed with the contract information.

23.6 If the required consent and acknowledgement are not obtained, the Consumer’s statutory cancellation rights remain unaffected.

Digital licence

23.7 Unless Product-specific licence terms state otherwise, the purchaser receives a personal, non-exclusive and non-transferable licence to use the Digital Content.

23.8 Unless expressly stated otherwise, the licence permits:

• personal use of the Digital Content;
• creation of physical finished Products using the design; and
• sale of physical finished Products created using the design.

23.9 The purchaser may use photographs or visual representations of authorised physical finished Products for marketing purposes.

23.10 The purchaser must not:

• sell, share, transfer or give away the original digital file;
• upload it to a public or shared drive;
• sublicense it;
• sell a modified version as a digital file;
• distribute it in another digital format;
• provide it to a fulfilment platform in a manner that gives the platform reusable access;
• remove copyright notices; or
• allow an unauthorised person to access it.

23.11 The purchaser may retain reasonable backup copies on equipment or storage under the purchaser’s control.

23.12 Some Digital Content is licensed by a third party. Clearly disclosed third-party licence terms take priority where applicable.

23.13 Intellectual-property rights not expressly granted remain with GM Crafts or the relevant licensor.

Digital Content quality

23.14 Digital Content supplied to a Consumer must be:

• of satisfactory quality;
• fit for a purpose made known to us where the Consumer reasonably relied on us;
• as described; and
• supplied in accordance with applicable law.

23.15 Where Digital Content does not conform, the Consumer may be entitled to:

• repair;
• replacement; or
• a price reduction.

23.16 Compatibility requirements, file formats and necessary software may be provided through:

• the Digital Content description;
• accompanying documentation;
• support information;
• direct correspondence; or
• information supplied on request.

23.17 Nothing in this section removes remedies for faulty, misdescribed or non-conforming Digital Content.

24. Services and custom-made Products

24.1 We will perform Services with reasonable care and skill.

24.2 Where no fixed completion time is agreed, a Service will be performed within a reasonable time.

24.3 A Consumer may ask us to begin a Service during the 14-day cancellation period.

24.4 Where a Consumer later cancels after expressly requesting early performance, the Consumer may be required to pay a proportionate amount for work completed up to cancellation.

24.5 A Consumer loses the cancellation right for a fully completed Service only where the applicable express request and acknowledgement requirements have been satisfied.

Custom-made and personalised Products

24.6 Customers are responsible for checking all:

• spelling;
• names;
• dates;
• measurements;
• quantities;
• colours;
• artwork; and
• specifications

submitted for custom production.

24.7 Where we provide a proof, production will be based on the proof approved by the customer.

24.8 We are responsible for an error introduced by us after approval.

24.9 We are not responsible for an error that appeared clearly in the proof approved by the customer, except where it would be unfair or unlawful to rely on the approval.

24.10 Printed, engraved, cut or sublimated colours may differ reasonably from colours viewed on an uncalibrated monitor or printer.

24.11 Reasonable production, cutting, placement and registration tolerances may apply where appropriate.

24.12 A customer supplying artwork, photographs, logos, trademarks, text or other content confirms that the customer:

• owns the necessary rights; or
• has permission to use and reproduce the content.

24.13 We may refuse content that is:

• unlawful;
• infringing;
• threatening;
• discriminatory;
• obscene;
• fraudulent; or
• otherwise likely to expose us to legal liability.

24.14 A Business Customer will indemnify us against reasonable third-party claims and costs arising directly from intellectual-property infringement in content supplied by that Business Customer, except to the extent caused by our own unauthorised alteration or wrongdoing.

25. Restricted and age-controlled Products

25.1 This section applies only where we offer a Product subject to:

• an age restriction;
• an identity-verification requirement;
• a restricted delivery requirement;
• a licensing requirement; or
• another legal control.

25.2 Restricted Products may include certain:

• knives;
• blades;
• bladed articles;
• sharply pointed tools;
• corrosive Products;
• crossbows or related components; and
• other age-controlled Products.

25.3 GM Crafts operates an 18-and-over policy for Restricted Products unless a stricter legal requirement applies.

25.4 We will not offer a Restricted Product for online sale unless we have an ordering and delivery process reasonably designed to meet the law applying at the date of sale.

Verification when ordering

25.5 A customer purchasing a Restricted Product must complete the specific age or identity-verification process presented during the Order.

25.6 By purchasing a Restricted Product, the customer confirms that:

• the customer is at least 18 years old;
• the information supplied is accurate;
• the purchase is for a lawful purpose;
• the customer will comply with possession, storage, carrying and use laws; and
• the customer is not purchasing on behalf of an underage person.

25.7 A customer declaration is not the only verification measure we may use.

25.8 We may require verification through:

• an approved electronic age or identity service;
• a photographic identity-document check;
• address or payment matching;
• a current photograph or video;
• a follow-up manual check; or
• another method required or permitted by law.

25.9 Where required by the law in force, the purchaser may be required to provide:

• an accepted photographic identity document;
• evidence that the purchaser is the holder of that document; and
• any further information required for lawful supply.

25.10 We may decline or cancel the Order where:

• verification cannot be completed;
• information is inconsistent;
• the purchaser appears to be underage;
• a proxy purchase is suspected;
• fraud is suspected; or
• the Order does not meet legal requirements.

25.11 If an Order is cancelled before Dispatch because verification cannot be completed, any payment taken will be refunded.

DPD identity-controlled delivery

25.12 Restricted Products will be dispatched using a DPD service configured to require age or identity verificationappropriate to the Product.

25.13 The DPD driver must not hand over the parcel unless the recipient completes the required verification.

25.14 The recipient will be required to present an original, current and formally accepted photographic identity document showing the recipient’s age.

25.15 Where required by law or the applicable verification process, the person receiving the Product must be the verified purchaser.

25.16 Restricted Products will not be:

• left in a safe place;
• left unattended;
• delivered to a self-service locker;
• handed to an unverified neighbour;
• redirected to an unverified address; or
• handed to a person who cannot complete the required check.

25.17 The customer must ensure that the correct recipient and acceptable identification are available when delivery is attempted.

25.18 Packaging will be marked or otherwise identified as age restricted where required by law.

25.19 If delivery fails because acceptable identification is not produced, the parcel may be returned to us.

25.20 We may deduct a direct and reasonable failed-delivery, return or redelivery cost only where:

• the deduction is lawful;
• the cost was fairly disclosed; and
• the failure resulted from the customer’s breach of this section.

25.21 Where law prohibits delivery of a particular Restricted Product to a residential address, locker or other location, we will not deliver that Product to the prohibited location.

25.22 We will not supply:

• a prohibited weapon;
• an unlawfully controlled substance; or
• another Product that cannot lawfully be sold.

25.23 We reserve the right to refuse a Restricted Product Order where there is reasonable doubt about:

• age;
• identity;
• legality;
• intended use;
• delivery compliance; or
• the accuracy of information supplied.

25.24 We may retain verification and transaction records for the period reasonably required for:

• legal compliance;
• fraud prevention;
• regulatory purposes; and
• the establishment, exercise or defence of legal claims.

25.25 We may report or disclose relevant transactions, including qualifying suspicious or bulk purchases, where required or permitted by law.

26. Promotions, Reward Points, gift cards and price protection

Promotions and coupon codes

26.1 A promotion may have specific terms concerning:

• eligible Products;
• dates;
• customer eligibility;
• quantities;
• available stock;
• excluded brands or categories;
• bundles;
• delivery;
• Reward Points; and
• use with other discounts.

26.2 Promotion-specific terms displayed before purchase take priority over this general section.

26.3 Unless expressly stated otherwise, coupon codes cannot be combined with:

• another coupon;
• a negotiated trade price;
• another promotional discount; or
• a Product already excluded from discounting.

26.4 Coupon codes may exclude:

• branded Products;
• bulk rolls;
• clearance or Black Tag Products;
• gift cards;
• machinery;
• Pre-order Products; or
• another Product identified in the promotion.

26.5 A coupon must be entered before checkout is completed. We are not required to apply a code retrospectively where an Order was submitted without it.

26.6 We may amend or withdraw a promotion before an Order is accepted, but we will not retrospectively alter an accepted Order.

26.7 Where a partial return means that the retained Order no longer satisfies the conditions of a promotion, the refund may be proportionately recalculated using the price that would have applied to the retained Products.

26.8 A free promotional Product supplied as part of a cancelled Order should also be returned.

26.9 Where a promotional Product is not returned, a proportionate deduction may be made according to its actual value where lawful.

Reward Points

26.10 Reward Points are promotional account credits and have no cash value.

26.11 Points are personal to the account holder and may not be:

• sold;
• transferred;
• exchanged for cash; or
• used outside the stated scheme.

26.12 Points earned through a cancelled, returned, refunded, unpaid or fraudulent Order may be removed.

26.13 Where points were used on a refunded Order, the points may be restored rather than refunded in cash.

26.14 We may correct points credited because of a technical, pricing or calculation error.

26.15 We may suspend an account or remove points obtained through:

• fraud;
• manipulation;
• duplicate accounts; or
• misuse.

26.16 We may change or end the scheme for future purchases.

26.17 Reasonable notice will be given before materially reducing legitimately accrued points unless immediate action is required by law, fraud prevention or security.

Gift cards

26.18 Gift cards may be used only through the channels and for the Products described when purchased.

26.19 Gift cards:

• cannot ordinarily be exchanged for cash;
• cannot be used to purchase another gift card unless expressly allowed;
• must not be resold without permission; and
• remain subject to fraud and security checks.

26.20 An unused gift card purchased by a Consumer at a distance may be cancelled during the applicable statutory cancellation period.

26.21 After that period, a gift card is non-refundable except where required by law.

26.22 Where an Order paid by gift card is refunded, the amount paid by gift card may be returned to the gift card or customer account.

26.23 Any expiry date will be stated clearly before purchase.

26.24 The customer is responsible for keeping a gift-card code secure.

26.25 We may replace a lost or stolen gift card only where:

• ownership can be verified;
• the remaining balance can be established;
• the value has not already been redeemed; and
• replacement does not create an unreasonable fraud risk.

GM Crafts seven-day price protection

26.26 Where GM Crafts reduces the publicly advertised price of an identical Product in a GM Crafts sale within seven calendar days after purchase, the customer may request the price difference in Reward Points.

26.27 The request must be made within seven calendar days after the reduced price first appears.

26.28 The Product must be:

• identical in model, specification and bundle;
• purchased directly from GM Crafts;
• available at the reduced price; and
• otherwise eligible under this section.

26.29 Price protection does not apply to:

• competitor prices;
• third-party marketplace prices;
• targeted or account-specific offers;
• individual coupon codes;
• finance charges;
• trade or negotiated prices;
• clearance or liquidation prices;
• pricing errors;
• open-box or refurbished Products;
• different bundles; or
• free-gift promotions.

26.30 Price-protection credit is issued in Reward Points and not as a cash refund.

27. Liability

Liability that is not excluded

27.1 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of legal obligations concerning ownership or title;
• defective Products where liability cannot lawfully be excluded;
• deliberate unlawful conduct; or
• any other liability that cannot lawfully be excluded or limited.

Consumers

27.2 If we fail to comply with the contract, we are responsible to a Consumer for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill.

27.3 Loss is foreseeable where it was obvious that it might occur or both parties knew that it might occur when the contract was formed.

27.4 We are not responsible for loss that:

• was not caused by our breach;
• was not foreseeable; or
• could reasonably have been avoided by the Consumer.

27.5 Where a Consumer purchases principally for personal purposes, we are not responsible for business losses including:

• lost profit;
• lost production;
• lost revenue;
• lost contracts;
• lost opportunity; or
• business interruption.

27.6 Nothing in this section limits a Consumer’s statutory remedies.

Business Customers

27.7 Subject to clause 27.1, and to the fullest extent permitted by law, we will not be liable to a Business Customer for:

• loss of profit;
• loss of revenue;
• loss of production;
• loss of business;
• loss of contract;
• loss of opportunity;
• loss of anticipated savings;
• loss of goodwill;
• loss or corruption of data;
• cost of substitute production;
• business interruption; or
• indirect or consequential loss,

in each case whether claimed as direct, indirect or consequential loss.

27.8 Subject to clauses 27.1 and 27.9, our total aggregate liability to a Business Customer arising from or connected with an Order, whether in contract, negligence, misrepresentation, restitution or otherwise, will not exceed 100% of the price excluding VAT paid or payable for the Products giving rise to the claim.

27.9 The Product-price cap in clause 27.8 does not apply to physical loss of or damage to tangible property caused by our negligence.

27.10 Where a claim concerns affected Products supplied under more than one Order, the cap will be the total price excluding VAT of those affected Products.

27.11 Each exclusion and limitation is intended to operate separately. If one provision is unenforceable, the remainder will continue to the extent legally permitted.

27.12 Each party must take reasonable steps to reduce or avoid losses arising from a breach.

27.13 A customer may not recover more than once for the same loss.

28. Events outside our reasonable control

28.1 We are not responsible for delay or failure caused by an event outside our reasonable control, including:

• severe weather;
• fire or flood;
• natural disaster;
• epidemic or pandemic;
• war, terrorism or civil disorder;
• industrial action not limited to our own workforce;
• port, customs or transport disruption;
• interruption of utilities or communications;
• cyberattack despite reasonable security precautions;
• government action;
• import or export restriction;
• carrier failure outside our reasonable control;
• manufacturer delay; or
• shortage of components or raw materials outside our reasonable control.

28.2 We will take reasonable steps to reduce the effect of the event and resume performance.

28.3 We will notify the customer where a material delay becomes known.

28.4 Nothing in this section removes:

• a Consumer’s late-delivery rights;
• the Pre-order cancellation right in section 9; or
• a right to a refund for a Product that will not be supplied.

29. Personal information

29.1 We process personal information in accordance with our Privacy Policy and applicable data-protection law.

29.2 Information may be shared where reasonably necessary with:

• payment providers;
• finance providers;
• couriers;
• age and identity-verification providers;
• manufacturers;
• authorised service providers;
• fraud-prevention services;
• professional advisers;
• regulators; and
• law-enforcement authorities.

29.3 We will share only information reasonably required for the relevant purpose or otherwise permitted by law.

30. Complaints

30.1 We aim to handle complaints fairly, consistently and without unnecessary delay.

30.2 Complaints may be submitted by:

Email: sales@gmcrafts.co.uk
Telephone: 01262 602222
Post: GM Crafts, Greenstik Materials Ltd, Unit 9 Lancaster Road, Carnaby Industrial Estate, Bridlington, East Yorkshire, YO15 3QY

30.3 Customers should provide:

• their name and contact details;
• the Order number;
• the Product concerned;
• a description of the complaint;
• relevant dates;
• supporting evidence; and
• the outcome sought.

30.4 Complaints will be handled under the GM Crafts Complaints Procedure, which is available on request.

30.5 We may need to:

• obtain technical information;
• inspect a Product;
• consult a manufacturer;
• review support records; or
• request further evidence

before providing a substantive response.

30.6 Accepting and investigating a complaint does not, by itself, amount to an admission of fault, liability or entitlement to a particular remedy.

30.7 Where a Consumer complaint cannot be resolved internally, our final response will provide information about any Alternative Dispute Resolution or other resolution arrangement that:

• we are legally required to use;
• applies under a relevant contractual or trade arrangement; or
• we voluntarily agree to use.

30.8 We will state whether we are willing or required to participate in the identified process.

30.9 Using our complaints procedure does not remove the customer’s right to:

• obtain independent advice;
• contact an appropriate enforcement body; or
• bring a claim through the courts.

31. Changes to these Terms

31.1 We may update these Terms to reflect changes in:

• law;
• regulatory guidance;
• our Products;
• delivery arrangements;
• technology;
• security requirements; or
• reasonable business processes.

31.2 Updated Terms apply only to Orders submitted on or after their stated effective date.

31.3 An update will not retrospectively alter an existing contract unless:

• the parties agree; or
• the change is required by law.

31.4 We will retain or be able to identify the version that applied to an Order.

32. General provisions

32.1 We may transfer our rights and obligations under the contract to another organisation, provided that doing so does not reduce a Consumer’s contractual protections.

32.2 A customer may transfer contractual rights only with our written agreement, except where law permits otherwise.

32.3 Except where expressly stated, no person other than the customer and Greenstik Materials Ltd has a right to enforce the contract.

32.4 If a court or competent authority finds part of these Terms unlawful or unenforceable, that part will be treated as removed or modified to the minimum extent necessary. The remainder will continue.

32.5 If either party delays enforcing a right, that does not waive the right.

32.6 A waiver on one occasion does not waive the same or another right on a later occasion.

32.7 Headings are for convenience and do not affect interpretation.

32.8 The contract is made in English.

32.9 Where a translation is supplied, the English version will take priority to the extent legally permitted.

32.10 For Business Customers, the contract constitutes the entire agreement concerning the Order.

32.11 A Business Customer confirms that it has not relied on a statement that is not incorporated into the contract.

32.12 Clauses 32.10 and 32.11 do not exclude:

• fraud;
• fraudulent misrepresentation; or
• another matter that cannot lawfully be excluded.

33. Governing law and courts

Consumers

33.1 Consumer contracts are governed by the law of England and Wales.

33.2 A Consumer living in Scotland or Northern Ireland retains the benefit of mandatory legal protections applicable in that part of the United Kingdom.

33.3 A Consumer may bring proceedings in the courts of the part of the United Kingdom in which the Consumer lives.

Business Customers

33.4 A contract with a Business Customer and any non-contractual dispute arising from it are governed by the law of England and Wales.

33.5 The courts of England and Wales have exclusive jurisdiction over disputes involving Business Customers.