Shipping Policy

Lime Wood Media ("we" and "us") is the operator of https://www.powerhousefilms.co.uk ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These terms are provided in order to provide clarity and set expectations regarding the service we offer, and to ensure protection for both you, the customer, and us, the operator.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but, from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you at our discretion, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs, as calculated, will be the final cost for shipping the goods to the customer. Payment for shipping will be collected with the purchase.

Domestic Shipping (UK)

Standard Shipping – Any order weighing up to 309g will be sent out via Royal Mail standard delivery.
Tracked – Any order weighing 310g or over will be sent via Royal Mail Tracked delivery.
Free shipping over £50 – Any order with a value of £50 or more

International Shipping

Standard Shipping - Will be sent out via Royal Mail Standard delivery.
Tracked Shipping - Any order weighing up to 1999g will be sent out via Royal Mail International Tracked Parcel Service, any order over 1999g will be sent out via Fedex.
For EU, US and Canadian addresses, free tracked shipping applies to orders with a value of £200 or more (Please be aware this is GBP)
For the Rest of World, free tracked shipping applies to orders with a value of £250 or more. (Please be aware this is GBP)

3. Returns

3.1 Return Due To Change Of Mind

We will accept returns due to change of mind as long as a request to return an item or items is received by us within 14 days of the customer's receipt of the goods and that the item or items are returned to us in their original, shrink-wrapped packaging, unused, undamaged and in as-new, re-sellable condition.

The cost of return shipping will be at the customer's expense, and the customer will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed in the form of a store credit which can be used to make a future purchase, or purchases, from the Website. We will notify you via email once the aforementioned store credit has been processed.

Any such credit given by us will be limited to the value of the goods returned but will NOT include the value of any return shipping costs incurred.

3.2 Warranty Returns

We will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of the item or items.

Customers will be required to pay the return shipping costs. However we will reimburse this cost upon successful warranty claim. Upon receipt of returned item/s for warranty claim, we will aim to process your warranty claim within seven (7) days.

Once the warranty claim is confirmed, you will receive the choice of:

(a) a refund, payable to your original payment method

(b) a refund in the form of store credit

3.3 Undeliverable Returns

If your order is returned to Lime Wood Media due to being unclaimed for, incorrect address, refused or any reason beyond Limewood media's control it will be at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

If you would like the order reshipped, the shipping fee will be collected from the customer before the order will be dispatched.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Transit Time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order.

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Please be aware that our dispatch times may take a little longer during sale times due to sheer volume of orders. We have devoted staff working hard to make sure your order is safely and securely packed and dispatched in a timely manner.

4.4 Change Of Delivery Address

For change of delivery address requests, we can change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

We will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using The Royal Mail. We are unable to offer this service using courier services.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can investigate.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

All prices at the website include VAT.

EU Customers / IOSS

We are delighted to announce we are now IOSS registered. This means VAT will be disclosed at the time of checkout for all orders up to the value of EUR 150 (excluding shipping). This means there should be no unexpected import charges upon delivery for our EU customers. For more information, please see the European commission's IOSS resources: https://ec.europa.eu/taxation_customs/ioss_en

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Lime Wood Media at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Pre-Orders

Please note that payment for pre-orders (titles that are yet to be released) will be taken immediately, and that the item/s will be dispatched just before the listed release date.

Should an order contain an already-released item from our catalogue as well as a pre-order item, the entire order will be shipped together when the pre-order item becomes available. We recommend making multiple orders should you wish your already-released items to be sent immediately.

11. Customer service

For all customer service enquiries, please email us at info@limewoodmedia.co.uk