Terms of Repairing

Introduction & Scope 

 

Welcome to the AW365 Ltd. website (referred to as the "Site"). Please take a moment to carefully read these terms and conditions. Unless otherwise specified, the relationship between AW365 Ltd. and its Users is governed exclusively by these Terms and Conditions, which are considered read and accepted by the User. If you do not fully agree with these terms and conditions, please refrain from using the Site.

 

AW365 Ltd. reserves the right to amend the Terms and Conditions by posting changes on the Site. Your continued use of the Site after such changes are posted will constitute your acceptance of the revised terms.

 

These Terms and Conditions (hereinafter referred to as "Terms") govern the use of the AW365 Luxury Brand New and Pre-Owned Items Service (hereinafter referred to as the "Service") provided by AW365 Limited (hereinafter referred to as "we," "us," or "our").

 

Ownership and Operation

 

Our website is owned and operated by AW365 Limited, company number 14287191 and whose registered address is Suite B, 10th Floor, Albany House, 31 Hurst Street, Birmingham, West Midlands, England, B5 4BD.

 

Contact Information

 

By post: Suite B, 10th Floor, Albany House, 31 Hurst Street, Birmingham, West Midlands, England, B5 4BD

 

By email: [email protected]

 

By telephone: +44 (0) 1215825888

 

Agreement

 

These Terms govern your use of our website and any purchases made.

 

1. Book in and Orders

 

An item booked for our services is considered a firm order only when full payment has been received. You will receive an order confirmation either in the office or by email. Please review this confirmation carefully and notify us of any desired changes within 24 hours of placing the order. We do not guarantee that requested changes will be possible.

 

2. Pricing & Payment

All quoted prices include the standard rate of VAT unless explicitly stated otherwise. We reserve the right to increase the price if you request changes to the work to be performed. Your quote is valid for 14 days, but we reserve the right to adjust our service pricing at any time.

 

3. Delivery & Collection

3.1 Upon completion of the work on your item(s), we will notify you about delivery or collection. For delivery, we will ship the item(s) to the location you specify, using our trusted couriers. Liability for the item(s) transfers to the customer once shipped. We are not responsible for items lost or damaged outside of our custody, nor for any customs issues, charges, or delays.

 

3.2 If an item is returned to us by the couriers as undelivered because you failed to take delivery, you must pay for the re-delivery. Unless otherwise stated, all items are sent on a next working day service within the UK. Notify us of any issues with receiving your package within 24 hours of receiving shipment confirmation. Once shipped, details, including the shipping address, cannot be changed.

 

3.3 Given the nature of the items we handle, we offer premium delivery. While we provide an estimated delivery date, we are not responsible for delays due to factors beyond our control. Delivery charges will apply to items returned to the customer, even if no services are carried out. We reserve the right to withhold delivery of any item until payment is received.

 

4. Service Timescales

4.1 The duration required to complete our services can vary from a few days to two or three months. The initial estimated lead time will be stated on your order confirmation. Lead times may change without notice due to the type of service required, material/part availability, demand fluctuations, and our artisanal workforce.

 

4.2 Removing ink stains, grease stains, and darkening handles may take several months due to the cleaning process involved. Changes to the order requested by the customer after 24 hours from the order confirmation date will not be deemed a delay.

 

5. Return and Liability

 

5.1 Your item(s) will be available for collection or standard/premium delivery up to 30 days after repair/restoration work is completed. After this period, the item(s) will be placed in secure storage, and a charge of £11.88 will apply for return. Items not claimed within two months of completed repair work may be disposed of in the most economical or sustainable way.

 

5.2 We will notify you via the email address provided when your item is ready for collection and when it is placed into storage. Ensure your email address is correct at the time of booking and inform us of any changes.

 

5.3 As a cleaning, repair, and restoration service, items are sent to us in a damaged and devalued state. We are not liable for:

 

- Any damage to, or defect in, an item not contracted for work.

- Items in transit with a non-Handbag Clinic courier or items not suitably packaged.

- Delays or failures beyond our reasonable control.

 

- Failed repairs due to inherent material or structural problems.

 

- 'Loss of value' compared to manufacturer original models post-service.

 

- Any part of a set the item belonged to, and we are only liable for the item itself.

 

- Damage unrelated to or not caused by our services.

 

- Damage to an item where manufacturer's instructions were followed.

 

5.4 While we employ industry-standard techniques and proprietary materials, we do not guarantee the use of manufacturer original materials or processes. If original materials are unavailable, parts and colors will be matched as closely as possible to the original or agreed specification.

 

5.5 The order confirmation lists all items we will be responsible for. We are not liable for the loss or damage of any accessories not listed on the order confirmation, such as dust bags, locks, credit cards, etc. No liability will be accepted for depreciation in value if an item is repaired to a reasonably satisfactory standard.

 

6. Handling Complaints

You must notify us of any workmanship issues within 24 hours of receiving or collecting the item(s). If you notice a mark, stain, or blemish not listed on the order confirmation, notify us within 24 hours of receiving or collecting the item.

 

Disputes over the work carried out will be resolved based on the record in our ordering system, which is considered the firm and final order. Returns or refunds cannot be accepted due to a change of heart or where requested changes could not be fulfilled.

 

Materials supplied to us for completing the order are used free of charge, and any surplus materials will be returned to you. We accept no liability for their suitability and will not be liable for any damage or defect arising from their use.

 

We will not be liable for any damage or deterioration resulting from inappropriate products or misuse of the item following delivery. If you are clearly at fault, we will endeavor to repair or alter the item to your satisfaction at your cost. We are not liable for any compensation related to delays. Any claim settled will be accepted as full and final settlement.

 

7. Stains Treatment

We do not guarantee the removal of any stains. Heavily soiled linings may be difficult to clean satisfactorily. The basic cleaning price does not include the removal of heavy or ingrained stains. If a stain cannot be removed, we will match the color of the bag and apply a coat to hide it, which is only possible on leather, not suede, nubuck, canvas, or fabric. This service is not included in the cleaning price. Some stains on suede/nubuck may not be removable, and significant improvement may not be possible due to the material's nature.

 

8. Cleaning Process

Please note that adhesives, defects, and faults previously camouflaged during manufacture may become more apparent after cleaning. Although every care is taken, we cannot always disguise natural flaws or remove adhesives or other manufacturer techniques. Items are accepted for cleaning at your own risk.

 

With age, leather handbags can become worn and discolored. Cleaning can expose this wear and tear, which was previously hidden by dirt. If this happens, you will be notified and offered an upgrade to restore the color. We are not liable for this damage as it is not caused by our cleaning process.

 

9. Feel Adjustments

Applying our services to your handbag may slightly change its texture from the original. The more damaged the item, the more products need to be applied, potentially altering the texture further. We strive to restore items to their original condition as much as possible.

 

Cleaning leather can remove the shine developed from dirt accumulation, restoring it to its original state. We accept no liability for complaints in such circumstances. Additional services can increase the shine if required.

 

When restoring a full leather item, we match the color to the most original part, usually inside a pocket or area with minimal exposure to sunlight and wear. We match such areas unless otherwise documented at the booking stage. For partial color restoration, we match the color to the surrounding area for better blending, cleaning the full item first to equalize the color. However, some worn areas may be highlighted further by our process.