By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions.

If you are unhappy with any aspect of these, then you should contact us at shop@kwmc.org.uk before placing an order with us.

Booking a Course

Refunds & Cancellations

Some of our courses have specific terms and conditions around cancellations. Please check the course page carefully before booking, as it may not be possible to obtain a refund if you cancel a place on some courses.

If you’re unable to attend a course you’ve booked for we are happy to change the name on your booking so a friend or family member can attend instead. We will charge a £5 admin fee for this.

Some courses will only be confirmed to run when a minimum number of bookings have been secured – please check the course page. In the event that your course doesn’t go ahead, you will be notified within 48 hours of the course start date and will be given a full refund. We cannot refund any pre-booked travel costs you may have incurred in preparing to travel to a course.

Course Levels

If you’d like to speak to a facilitator before enrolling on a course to ensure that it’s right for you, please contact the staff member named on the course page or enquiries@kwmc.org.uk (for courses taking place at KWMC, Leinster Avenue) or thefactory@kwmc.org.uk (for courses taking place at KWMC: The Factory).

If you think that your course is the wrong level for you, please speak to your facilitator as soon as possible. If we agree that the level of the course is too high or too low, we’ll try to transfer you to a more suitable course at any time, as long as one is available. If the course is more expensive you will need to pay the difference.

Privacy

When you register for a course, you may be asked for, and provide, personal information – such as your name, e-mail address, or address.  If you would like details about how your information is used, how we keep your information secure and your rights to access the information we hold about you, please contact us on enquiries@kwmc.org.uk or 0117 903 0444. You can also view our full Privacy Policy here.

Access & Dietary Needs

When you register for a course we will provide information about who you can contact to let us know if you have any access or dietary needs.  We do this so we can make sure we provide an enjoyable and accessible experience for everyone. You can read more on our Access page.

Purchasing a Product

Returns and Refunds Guarantee

If you are unhappy with your product then we will offer you a refund, exchange or replacement. We are pleased to offer our returns policy in addition to your statutory rights.

Returns

Please notify us by telephone 0117 903 0444 or e-mail at shop@kwmc.org.uk if you would like to return an item.

To be eligible for a refund, your item must be returned within 10 working days of receipt, or 14 working days if abroad. Over the Christmas period (orders placed between 1st December - 23rd December) we allow 28 days.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will refuse products if they smell of nicotine.

If the goods are not faulty the customer will be liable for return postage.

Returns should be sent to: Knowle West Media Centre, Leinster Avenue, Knowle West, Bristol, BS4 1NL.

If you are returning an item to us that costs over £30, you should consider using a trackable service or purchasing postal insurance. All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred within 28 days. The original shipping charges will not be refunded.

Non-Refundable Products

No refund or exchange will be given on donations.

No refund or exchange will be given on personalised products unless they are faulty.

All sale and reduced-priced items are final sales and non-returnable.

In the interests of hygiene and for your protection we do not accept returns of, or refunds on, pierced earrings or jewellery sets containing earrings or body jewellery unless the items are of unsatisfactory quality or unfit for purpose.

Damaged, Lost & Faulty Goods

All items are quality controlled and checked for any faults before they are dispatched to you. 

Should your order not arrive or you receive an item that is not in perfect condition, please contact us immediately by e-mail at shop@kwmc.org.uk or by phone on 0117 903 0444 (Monday to Friday, 9am-6pm). Damaged items must be reported to us within 7 days of the delivery date. 

If your order does not arrive or arrives damaged, we will replace the goods to an equal value or offer a full refund after a full investigation has been carried out with the shipping carrier, normally within 14 days of you notifying us.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.