Merch Store Usage Terms & Conditions

Updated: November 2022

These terms and conditions relate to the usage and purchases from the Eclipse Merch Store. For the general terms and conditions of the Eclipse website, please visit here. Please note that the general terms and conditions also apply to the information within the store.

Welcome to our store which is operated by Eclipse Group Solutions Ltd. If you continue to browse and use this store, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern our relationship with you in relation to this store. If you disagree with any part of these terms and conditions, please do not use our store.

The term ‘Eclipse Group Solutions Ltd’, ‘Eclipse’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is The Cedars, Church Road, Ashford, Kent TN23 1RQ. Our company registration number is 03129950, registered in England and Wales. The term ‘you’ refers to the user or viewer of our website.

 

Your use of this Store

To shop with us you need to:

  • be at least 16 years old;
  • have a credit or debit card that we accept; and
  • be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

You can only place an order for Eclipse-branded products if you are a consumer. We are unable to sell Eclipse-branded products to businesses for the purpose of resale.

 

Placing an Order

When buying a product from us, you will use your card to pay us directly for the product. All payments are processed securely with Stripe. The Eclipse Merch Store keeps no record of the credit card used to make the payment. If you choose to store your credit card details for future use, they are stored securely within Stripe.

Products are produced per order and dispatched directly to you by our supplier, Printful. To make sure your orders arrive as quickly as possible, please make sure you submit the correct order details at checkout. Eclipse doesn’t take responsibility for missed deliveries due to typos in the delivery information.

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on your card to pay for or towards the order.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

Once you’ve placed an order, you might no longer be able to edit the order details or cancel it. If you have an issue with the shipment of your order, contact us within 30 days of the delivery or estimated delivery date. In some cases, you may need to reach out to the shipping carrier directly.

Once you have confirmed your order, it might not be possible to edit or cancel it. If you want to change some parameters, Customer addresses, etc., please check whether such an option is available in your account. We are not bound to make such modifications to your order, but we will do our best on a case-by-case basis.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close, block or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account or if your order goes against unit limits as detailed on the product display pages of specific products. If your account has been blocked and you think we’ve made a mistake, please get in touch with Customer Care and they’ll be happy to speak to you about it.

 

Prices and Product Descriptions

In very rare cases may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

While many component parts of our Products are standard, all Products available for purchase are described on their specific page on our Site. We always try to represent each design as accurately as possible via photography and copy points provided by designers, artists or photographers.

We use our best efforts to provide you with the best images and descriptions but unfortunately cannot guarantee that colours and details in website images are 100% accurate representations of the product, and sizes might in some cases be approximate.

Prices include VAT (where applicable), but keep in mind that there may be other taxes that you need to pay which aren’t imposed by us.

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged. Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.

 

Delivery

While we may provide delivery estimates, we can’t provide guaranteed delivery dates. Once Eclipse receives payment for your order (including delivery fees), our supplier fulfills the order and passes it onto the carrier. This is also the moment when you legally become the owner of the products.

Before you finalise your order, you’ll be shown delivery costs and estimated delivery dates depending on the delivery address.

Orders are generally shipped to your delivery address from a designated warehouse. If part of your order is shipped from one of the other warehouses in our supplier’s global network, this part of your order will be delivered by Standard Delivery. You’ll see your estimated delivery date at the checkout.

You’ll only be charged one delivery fee for all items in your order, even if they’re coming from different warehouses.

Our suppliers try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

 

Returns

We will accept returns as long as an item is still in its original condition, subject to the rules below, which include rules around Fair Use. All returns must be logged with us via email to hello@eclipsegroup.co.uk before sending them back. Any returned items that do not follow this process will be returned to you at cost or donated to charity.

If you return an item requesting a refund within 28 days of the item being delivered to you, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

Any claims for damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue with the products or anything else on the order, please contact us at hello@eclipsegroup.co.uk

Original Condition:

All returned items should be sent back to us in their original condition together with the original packaging and all tags. All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.

If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item. None of this affects your statutory rights.

Fair Use:

Where we suspect fraudulent activity, including but not limited to suspicious claims relating to orders not being received, items missing, ordering and returning loads or where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ below), returning items worn/used and not matching what was originally ordered, we might have to withhold issuing a refund and block your account and any associated accounts.

If your account has been blocked and you need to make a valid return, contact Customer Care. You’ll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

This doesn’t affect your statutory rights.

When we may withhold a refund:

We will refuse a return:

  • on grounds of hygiene; or
  • if an item has been damaged, soiled, washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
  • if the item(s) returned to us do not match what you received, or
  • if you have returned items after the expiry of the returns period (see ‘Returning an unwanted item?’ above).

If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.

In certain cases, for example, where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to block your account and any associated accounts (see ‘Fair Use’ above).

If any of the above happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

This does not affect your statutory rights.

 

Your Information

Our Privacy Policy sets out how we use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service.