Terms & Conditions

About These Terms

These Terms & Conditions explain how Primary Teaching Services Ltd supplies goods through its PTS Personalised website at https://ptspersonalised.co.uk. Please read them before ordering. By placing an order, you agree to the terms applicable to that order. Your rights under law are not affected by these terms.

References to consumer rights apply where you are buying as an individual wholly or mainly outside your trade, business, craft or profession. Schools and business purchasers may have different statutory rights and agreed commercial arrangements.

Important Information About Us

www.ptspersonalised.co.uk is operated by Primary Teaching Services Ltd, registered in England and Wales under company number 03137692. Our registered office is Summit House, Kellet Lane, Bamber Bridge, Preston, PR5 6AN. Our VAT registration number is 686045415. Contact info@ptspersonalised.co.uk or call 01772 33 11 11.

Consumer and Business Customers

These Terms & Conditions apply to all customers, including individuals, schools and businesses. Where we refer to statutory consumer rights, these apply to  customers purchasing as consumers rather than for business or professional purposes. Schools and businesses purchasing for their organisation are not normally covered by statutory consumer cancellation rights.

Ordering Information

Making a Purchase

Browse our website, add your chosen products to your basket and follow the checkout instructions. Please check your order, including any personalisation details and delivery address, before submitting it.

We accept orders from customers aged 16 and over. An acknowledgement that we have received an order does not necessarily mean we have accepted it. The contract is formed when we confirm acceptance of the order by email or despatch the goods, whichever happens first. If we cannot accept an order, we will tell you and refund any payment taken for the affected items.

Product prices and any applicable delivery charges are shown before you place your order. Please ensure that all information you provide is accurate.

Payment

We accept Visa, Mastercard, debit cards, PayPal, Google Pay, Shop Pay and Apple Pay, subject to availability at checkout.

Schools and businesses may be eligible to pay by invoice, subject to prior approval by Primary Teaching Services Ltd. Invoices are payable within 30 days of the invoice date unless otherwise agreed in writing. We may refuse or withdraw credit facilities where reasonable. All other orders must be paid for before despatch.

Products Excluded From Discounts

From time to time, we may offer discount codes and promotions. Unless a promotion states otherwise, the following products are excluded:

• Personalised STAKZ Stampers
• Personalised Record Books
• Products specially sourced for
  a customer that we do not normally manufacture or supply

Any other exclusions will be stated in the relevant promotion. Discounts cannot be applied retrospectively unless the offer states otherwise.

VAT

Prices on our website are displayed including VAT, where applicable.

VAT is calculated at the applicable rate during checkout and will be clearly shown before payment. Any applicable VAT treatment for deliveries to Jersey, Guernsey or the Isle of Man will be reflected at checkout in accordance with the relevant tax rules.

Our VAT registration number is 686 0454 15.

Delivery Schedule

Where Do We Deliver?

We deliver only to the United Kingdom (including Northern Ireland), Jersey, Guernsey and the Isle of Man. We do not offer delivery to other international destinations. Certain destinations may have additional charges or delivery restrictions, which will be displayed before you place your order.

Delivery Charges

Eligible orders over £15.00 placed on our website for delivery to UK mainland addresses qualify for free Royal Mail Tracked 24 delivery. Online orders under £15.00 are subject to a £3.96 standard delivery charge where that service is available. Telephone and email orders are not eligible for the free online delivery offer.

Delivery to Northern Ireland, the Scottish Highlands, specified Scottish postcode areas, other UK offshore islands, Jersey, Guernsey and the Isle of Man may incur additional delivery charges. Postcode areas subject to additional charges include PA1–PA89 and PH1–PH59. Delivery options and exact charges are calculated using your delivery address and shown before checkout is completed.

For mainland UK orders weighing more than 5.85 kg, our free next working day delivery service may apply to qualifying orders received Monday to Friday, subject to the despatch cut-offs and any product exceptions below. Delivery service descriptions are estimates unless a guaranteed delivery service is expressly agreed.

Orders placed by telephone or email are subject to the standard £3.96 delivery charge where that service is available.

Despatch Times

We aim to despatch non-personalised orders placed before 3 pm on the same working day. We aim to despatch personalised orders placed before 12 noon on the same working day, except where a longer production time is stated below or on the product page.

Orders received after the relevant cut-off, at weekends or on bank holidays will normally be processed on the next working day. Despatch is not the same as delivery: transit times depend on the service selected and destination. Please check the delivery estimate at checkout. 

Personalised Product Exceptions

Some personalised products require extra production time:

• Personalised Record Books: up to 10 additional working days
• Personalised STAKZ Stampers: up to 5 additional working days

Any other exceptional lead time will be displayed on the relevant product page before ordering.

Customs and Local Charges

Orders sent to Jersey, Guernsey or the Isle of Man may be subject to local customs, tax, import or handling requirements. Where applicable, any charges not collected at checkout may be payable by the recipient. We will make known charges and delivery restrictions clear before ordering where reasonably possible. Delays caused by customs checks are outside of our control, but this does not affect statutory rights.

Returns Policy

Your Statutory Cancellation Rights

If you buy as a consumer online, you normally have 14 days from the day after you receive your goods to cancel an eligible order. If goods from the same order are delivered separately, the period normally runs from receipt of the last item. Tell us clearly that you wish to cancel by emailing info@ptspersonalised.co.uk or otherwise contacting us. 

You must send the goods back without undue delay and within 14 days after notifying us of cancellation. Please contact us for return instructions. 

Personalised products are non-refundable if you change your mind. This includes products made to your specifications or personalised with names, messages, photographs or other custom details.

These products are excluded from the statutory 14-day change-of-mind cancellation right and cannot be returned or refunded simply because they are
no longer wanted.

This does not affect your statutory rights if a personalised product is faulty, damaged, incorrect or not as described.

Our 30-Day Returns Guarantee

In addition to your statutory rights, we offer a 30-day goodwill returns guarantee for unwanted non-personalised products. Please contact us within 30 days of receipt. Items returned under this additional guarantee must be in their original condition and packaging. Unless we agree otherwise, customers pay the standard return postage fee of £3.96 for returning unwanted goods under this guarantee.

Personalised products are excluded from our 30-day returns guarantee and cannot be returned or refunded because you have changed your mind.

Our 30-day guarantee does not restrict any statutory cancellation or other consumer rights.

Faulty, Damaged or Incorrect Products

Please check your order on delivery and, where possible, contact our customer service team within 14 days if any items are missing, incorrect or damaged. This helps us investigate and resolve issues quickly.

If you contact us after 14 days, we will consider the circumstances and available evidence. We will provide the appropriate remedy required by law for faulty, misdescribed, damaged, incorrect or undelivered goods. The 14-day reporting request is not a limit on your statutory rights.

Postage and Refunds

Unwanted Products

Customers can return unwanted
non-personalised products using our Freepost returns address. There is no postage to pay upfront; however, a return postage charge of £3.96, which covers the cost of return postage and is not an administration fee, will be deducted from the refund.

For returns within the statutory 14-day cancellation period, we will refund the cost of eligible goods and the original standard delivery charge where required by law. Any additional premium delivery charges are non-refundable.

For returns under our additional 30-day goodwill guarantee, the original delivery charge is not refunded.

Faulty, Damaged or Incorrect Products

Where goods are faulty, damaged or incorrect, we will cover reasonable return postage costs where required by law. No return postage fee will be deducted from refunds in these circumstances.

Refunds

Statutory cancellation refunds will be processed without undue delay, within 14 days of receiving the returned goods or evidence that they have been sent back. Where we collect the goods, the refund will be processed within 14 days of being notified of the cancellation.

Refunds will be made using the original payment method unless otherwise agreed.

Nothing in this policy affects your statutory consumer rights.

Personalised Products

We may refuse to produce personalised products containing wording or images that are unlawful, infringe third-party rights, or are reasonably considered abusive or offensive. If we cannot agree an acceptable alternative with you, we will cancel and refund the affected item.

Please check spelling, layout, images, colour choices and any other personalisation details carefully before ordering. Emojis and similar symbols entered as text may not be printed on personalised products. This does not affect your rights if we supply goods that are faulty or do not match the details you submitted and we accepted.

Free Items

Free items and promotions are subject to their advertised conditions and availability. We may refuse multiple, fraudulent or otherwise ineligible claims where we reasonably believe a promotion is being misused. Where an order is affected, we will explain our decision and provide any refund required by law.

Errors & Omissions

We take reasonable care to ensure that product descriptions, prices and other information on our website are accurate. Occasionally, errors may occur. If we identify a material error affecting an order before it has been accepted, we will contact you where appropriate and may decline the order, refunding any payment already taken.

We may update website content, prices and these Terms & Conditions from time to time. Changes to our terms will normally apply to orders placed after the updated terms are published and will not retrospectively remove rights under an existing contract. Nothing in this section affects your statutory rights.

Intellectual Property Rights

Unless otherwise stated, copyright and other intellectual property rights in the content on our website, including photographs and graphics, belong to us or our licensors. You may use the website for personal shopping and may not reproduce its content commercially without permission, except where permitted by law.

You retain any rights you have in photographs, artwork and other content you upload. You confirm that you own the content or have permission to provide it to us for the purpose of fulfilling your order. You grant us and our production partners a limited licence to use that content only as reasonably necessary to process and produce your order. You are responsible for claims arising from content you supply that infringes third-party rights, to the extent permitted by law; this does not exclude our own legal responsibilities.

Website Security

You must not interfere with the proper operation or security of our website, including by attempting to bypass security measures, gain unauthorised access or disrupt connected systems.

Member Accounts

If you create an account, you must provide accurate and current information, keep your login credentials secure and notify us promptly if you become aware of unauthorised account use. You must not impersonate another person or falsely claim to represent an organisation.

We handle personal information as described in our Privacy Policy. Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including our legal responsibilities for the security of personal data.

Credit Card Security

Payments made through our website are processed using secure payment services. We do not ask customers to send payment card details by ordinary email. For further information about how personal data is handled, please see our Privacy Policy.

Privacy Policy

We take the protection of your personal information seriously.

We process personal data in accordance with applicable data protection legislation and share information with trusted service providers where necessary to process orders, arrange deliveries and operate our services.

We also use cookies and similar technologies, subject to applicable consent requirements.

Please refer to our Privacy Policy at https://ptspersonalised.co.uk/pages/privacy-policy for further information about how we collect, use, share and protect personal data.

Correspondence from PTS Personalised

We may contact you regarding your orders, deliveries, account or other matters relating to our services.

Where permitted by law, we may also send you marketing communications. You can manage your marketing preferences or unsubscribe from
marketing communications at any time.

Further information is available in our Privacy Policy.