All contracted business is with Blackwater Studios. Your statutory rights are not affected by these terms and conditions.
Communication by email or fax is legally binding, therefore an acceptance of quotation or of finished artwork is the customers’ responsibility.
General Terms for Services
For terms related specifically to our Online Store, see further down.
Blackwater Studios tries to ensure that the information available on the website at any time is correct and accurate but cannot guarantee that it will be error-free. Blackwater Studios does not accept liability for any errors and omissions either in any quotation or website material and reserves the right to change information, specifications and descriptions of listed goods, products and services.
Prices and Payment
- Blackwater Studios reserves the right to alter prices and garment specifications without prior notice.
- Goods remain the property of Blackwater Studios until paid for in full.
- Returned cheques will be charged at £15.00 per representation.
Artwork supplied should be at least 300DPI or vector format, and sized as you require it. Although we will try to spot issues in artwork and inform you, Blackwater Studios will not accept responsibility for them on the final product if the art has been approved. This includes, but is not limited to, spelling, unintentional artifacts, low resolution / pixelated areas, etc.
If Solid Coated Pantones or physical references for colours are not supplied, we will try to match Pantones based on screen reference. These can only ever be approximate, as colour representation will vary between monitors. If accurate colour is required, it is the customer’s responsibility to supply their own Pantones. If demonstration artwork is approved, we will assume that the Pantone has been checked against a physical guide, or that the customer accepts our discretion.
Blackwater Studios will not reproduce any unlicensed copyrighted material from any source. The persons supplying any artwork should ensure that it is original or that they have permission to reproduce it. If we suspect this is not the case, we may ask for some kind of proof before we will process it.
Artwork film and digitised embroidery files are the property of Blackwater Studios. These files are kept on system. Although we are likely retain artwork files you provide us with (for future convinience), we do not guarantee this – we will periodically tidy up and clear out files (that are not required for us to fulfil repeated orders). Where files you supply us are still available, we can return these if requested (in case of loss of data, stolen computer, etc). Artwork processing costs are flat rate – therefore art that has been previously processed (and hasn’t been altered) will not incur screen or digitisation costs if a repeat order is made.
It is important that all details within the documentation (pro forma invoice and demonstration artwork) are checked thoroughly – this includes colours, sizes, positioning, artwork details, etc. This is the purpose of these documents, and they represent the final product that you will receive. Blackwater Studios will not be held responsible for errors in the final product that have been approved by the customer during the order proofing stage.
If an alteration to an order is required, the documentation will need updating and to be re-approved. This may result in a delayed turnaround of your order and any previously confirmed delivery dates will have to be re-confirmed in writing.
Payment alone is not considered approval of order. If order approval is not received within 24 hours of receipt of documents, this may also delay your order.
Turnaround time begins at the point of order confirmation and payment, not when initial contact is made. Any changes to your order after this point is likely to extend the turnaround time (and potentially incur a fee). Although we try to make sure stock is available from suppliers before you confirm your order, stock availability is constantly changing. If a shortage occurs, this may affect turnaround time. If this is the case, we will keep you informed and talk you through available options.
Cancelations after payment and order confirmation are subject to a £30 charge. At this stage production has already begun, and is to cover us for the expenses of time, artwork processing, returning stock, reclaiming of screens, removal of film and other associated costs.
Delivery charges are shown at time of quotation and agreed at customers’ confirmation of order. Deliveries will be made by Interlink, DHL or Royal Mail. There may be exceptions for orders over a certain weight. Delivery dates given are estimated unless specifically agreed as part of your quotation.
For more in-depth delivery information, please visit our delivery page.
On Receipt of Goods
Any short deliveries must be notified to Blackwater Studios immediately and in writing within 3 days. Damaged or opened cartons must be checked or refused on delivery. If your order is short, you can contact us via our quick contact form, or emailing contact firstname.lastname@example.org.
In the event of a complaint, you should inform Blackwater Studios immediately and in writing via email within 3 days of receipt of the goods. If there is a fault with your order, please describe the fault and supply photos; or on agreement with Blackwaterstudios, you should return the order or faulty items to us at the address below:
East Hill, Blackwater
Truro, TR4 8HW
If a fault is found, we will arrange for replacements to be issued and we will refund any costs incurred in returning the order. This does not affect your statutory rights as a consumer. Customised goods cannot be returned or exchanged due to incorrect fitting, or if goods have been worn or washed.
Terms and Conditions for Online Store Purchases
For store delivery information, please visit our Delivery page.
We only accept refunds for faulty goods within 14 days of receipt. In event of receiving a faulty item or wrong item, please contact us via email@example.com or using our quick contact form. You will receive the refund cost of the item, this excludes shipping and handling. You can also choose to have the item replaced.
Please allow up to 10 working days for us to receive your items, process your return and confirm your refund amount via email. It may take up 4 weeks for your refund to be returned to you from the date that you post your item/s back to us, and will vary for international returns.
If you’re having any problems returning the item or it has been more than 4 weeks since you sent it, please contact firstname.lastname@example.org.
Online Store Payments
Once an order has been placed, you will receive a confirmation email. If you do not receive an email, please contact us. If you’d like to cancel your order, please do so before the item has been dispatched (you will receive an email when your order is dispatched).
Payments are processed through our secure Sage Pay gateway. All of our transactions are encrypted to the highest global standards. Our payment systems are monitored and audited regularly by a world leading Qualified Security Assessors (QSA), so you can be confident our services are completely secure.
Transactions processed using Sage Pay go through powerful fraud prevention tools to check if your card details have previously been compromised somewhere else online or to prevent the illegal use of a card by an unauthorised person.
By using this website, you consent to your data being processed in the manner described here.
When you make an enquiry, sign up to a newsletter or complete a transaction on our website, we may collect and process data about you such as your name, address, email address and phone number. Blackwater Studios does not store credit card details or payment information. We use Zendesk/Zopim Chat on the site which collects IP addresses / approximate location and requires cookies. We also use Google Analytics for monitoring site usage and improving site features. Data we keep on file locally (such as name, numbers, addresses) will be held to speed up the order process and maintain a clear history with you as a customer. As stated in our terms, files created from your artwork is generally held indefinitely, incase of re-orders. This may contain elements that are considered personal data.
We will always protect your personal information, and will never sell or pass on data to any third parties. If you’d like us to remove your data from our files, please inform us. You may also request what data we have on you, at any time.
Any data stored by Blackwater Studios is kept in accordance with the Data Protection Act 1998.
All sensitive information (such as online transactions) are encrypted through the use of our SSL-Secured Server. You can see which pages are protected by SSL, by locking for the padlock icon in your browser. This website may contain links to external sites. Please be aware that we are not responsible for the content of any external sites.