Terms & Conditions
These are the terms and conditions on which we agree to supply to you products ordered on our website www.virtual-plaza.net. Please read these terms carefully before you submit your order to us.
1.1 Who we are. We are Virtual Plaza, a eCommerce store based in the United Kingdom, London.
1.2 How to contact us. You can contact us at email@example.com
1.3 How we may contact you. If we have to contact you we will do so by email or (if necessary) by post, using the contact details you provided to us when placing your order.
- Your order
2.1 How we will accept your order. 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 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because we have sold out of limited production run products, because we have identified an error in the price or description of the product, or we have identified your order as attempting to use methods generated by a script, macro, bot or through the use of other automated devices.
2.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
- Our products
3.1 Availability. We try to ensure that the website does not have any technical problems and that products displayed are available. However, as our product lines are typically produced in limited production runs and released on our website in product drops for which there is high-demand, we cannot guarantee the availability of the website or that any products on the website will be available for purchase. In the event that your ordered items are unavailable we will notify you as soon as we can.
3.2 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Please note that colours on our website may vary slightly depending on how your monitor is calibrated and which operating system your computer or mobile device uses. We do our very best to make sure all our images are true to the actual product you are purchasing but we can’t guarantee a perfect match every time due to almost limitless variations in home monitor set ups and operating systems.
4.1 The countries we ship to. The countries we ship to are listed HERE
4.2 When your order will be shipped. The estimated delivery times are set out on our website HERE. Once we have dispatched your order, we will send you an email confirming that your order is on its way.
4.3 Delivery costs. The costs will be as displayed to you on our website prior to checkout. The delivery costs for certain counties are set out on our website HERE.
4.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery (if possible) or collect the products from a local depot.
4.5 When you become responsible for the product. The product will be your responsibility once delivered to the address you gave us.
4.6 When you own products. You own a product once we have received payment in full.
4.7 Customs duties and taxes.
- For customers outside of the UK: You will be responsible for any customs duties or taxes and any other customs requirements when importing products into a country outside of the EU. Any such customs duties or taxes may be significant and so please ensure you confirm the position before placing your order. We are not responsible for any such customs duties, taxes or requirements, nor are we responsible for any parcels returned for unpaid customs duties or taxes or non-compliance, and we will not issue refunds under these circumstances.
- YOU WILL BE CONTACTED BY THE RELEVANT THIRD PARTY LOGISTICS PROVIDER TO COLLECT PAYMENT OF ANY DUTIES, TAXES AND HANDLING FEES AHEAD OF DELIVERY.
4.8 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any 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 and paragraph 8.2 will apply.
4.9 We are not responsible for delays outside our control. If our supply of products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but 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.
- Price and payment
5.1 Paying for your order. The price of the order and delivery costs (which includes output VAT or sales tax where applicable) will be in pounds sterling and will be indicated during the order process. We accept payment for orders by Visa, MasterCard, American Express and PayPal.
5.2 For customers based outside of the UK: The price of the order excludes any input VAT customs duties or taxes and any other customs requirements when importing products into a country outside of the UK. Any such customs duties or taxes may be significant and so please ensure you confirm the position before placing your order. We are not responsible for any such customs duties, taxes or requirements, nor are we responsible for any parcels returned for unpaid customs duties or taxes or non-compliance, and we will not issue refunds under, these circumstances.
- Returns policy
6.1 Returns. If you are not 100% satisfied with your purchase you can return your products for a full refund, provided we get them back within 14 days and in perfect original sale-able condition in the original packaging.
For a refund, please contact us via: firstname.lastname@example.org
You are responsible for any return shipping charges with the exception of returns of faulty items or items that are described or priced incorrectly. For your protection, please be sure to return your products via recorded or registered post.
Refunds online will be made to you as soon as possible via the original payment method and in any event within 14 days of our receipt of returned items
6.2 Exchanges. Due to the limited availability of our products, we cannot hold stock for exchanges. If you are not 100% satisfied with your purchase then you may use our returns policy in accordance with paragraph 6.1 above. If you wish to purchase another item, then you must submit a new order online, although please note that certain items may no longer be available due to the limited production runs of our products.
6.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced on the website. If the product’s correct price at your order date is higher than the price stated, we will contact you and offer you the option to either confirm your order at the correct price or cancel your order. If the correct price at your order date is lower than the price stated, we will refund you the difference.
6.4 Non-refundable items. Consumables.
- Additional statutory right to cancel the contract
If you are a customer in the UK, EU or in Norway, Liechtenstein or Iceland, you have a statutory right to cancel any order you place with us within 14 days of receiving your order as set out in this clause 7. This is an additional and separate right to our returns policy. You may choose either method to return orders.
(a) How to cancel. To cancel, you must inform us within 14 calendar days of the day on which you receive the product. You can contact us via email: email@example.com
(b) Returning the cancelled order. You must return the product to us in perfect original sale-able condition in the original packaging and with all tags attached within 14 calendar days of telling us you wish to cancel. You are responsible for any return shipping charges. For your protection, please be sure to return your products via recorded or registered post.
Returns address: Will be provided via email
(c) How we will refund you. We will refund you the price you paid for the products, together with any outbound delivery costs, by the method you used for payment. However, we may make deductions from the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which means they are not in perfect original sale-able condition in the original packaging and with all tags attached. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(d) When we will refund you. We will make any refunds due to you within 14 days after the day on which we receive the product back from you.
- Our rights to end the contract
8.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) 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
(b) you do not, within a reasonable time, allow us to deliver the products to you.
8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in paragraph 8.1 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.
- Queries and complaints
9.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email us at firstname.lastname@example.org
- Our responsibility for loss or damage suffered by you
10.1 Your legal rights. You have certain rights under the law, including that any products you order through this website will be of satisfactory quality, fit for their intended purpose, and will conform to your order and any description given on this website. Nothing in these terms and conditions will affect your legal rights.
10.2 Liability. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
10.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, loss of goodwill, business interruption or loss of business opportunity (and in each of these cases whether the losses suffered are direct or indirect). This is subject to paragraphs 10.1 and 10.4.
10.4 Loss and damage that is not limited by us. Nothing in these terms and conditions will have the effect of limiting or excluding our liability (i) for death or personal injury caused by our negligence, or (ii) fraudulent misrepresentation, or (iii) any other liability which cannot be excluded or limited under applicable law, such as your legal rights referred to in paragraph 10.1 above.
- Other important terms
11.1 We may change these terms and conditions from time to time.
11.2 We may transfer our rights and obligations under these terms to another organisation or deal with them in any other way that we consider appropriate.
11.3 You may only transfer your rights or your obligations under these terms to another person.
11.4 Nobody else has any rights under these terms and conditions. This contract is between you and us. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
11.5 If a court or relevant authority finds part of these terms are unenforceable, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
11.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
11.7 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
Revised: October 2023