Customer Information - Disclosure Policy

BUSINESS DESCRIPTION

BLACK SWAN FILM AND VIDEO provide music services and universities with a solution to providing a record of their live events, for the performers / graduates, and their relatives and friends. Everything is done by us, from event filming to shipping of the finished DVDs. We have over 25 years of experience and customers can be assured of receiving a top quality DVD from us.

We never release any details provided by our customers to any other party. Customer name, address and email address are provided by you to us so that we can post out your DVD/s to you and contact you in case of any query about your order. This information is stored on our secure office computer and is only available to staff members processing orders.

We do not receive or store any financial information, such as card numbers, when customers order online. Your transacion is processed securely via PayPal.

If you have any queries or wish to correct any of your order details, please email or telephone us; our contact information is at the foot of this page.

DELIVERY POLICY

All DVDs ordered for postage within the UK are sent FREE of charge. Orders for within the EU are charged at £3 per DVD for delivery, and Worldwide at £6 per DVD. DVDs are sent in protective boxes which will fit through a standard letter box. Most orders are dispatched around 2-3 weeks after the date of the event by Standard 2nd Class (or Small Packet Airmail to overseas destinations) via Royal Mail. We can ship DVDs to any destination Worldwide.

If your DVD does not arrive within 4 weeks of your order, please email or telephone us and we will track your order and ensure that it is delivered to you.

RETURNS, REFUNDS & CANCELLATIONS

We hope that all of our customers are delighted with their DVDs from us. They are packed with care by our staff and leave us in mint condition. If your DVD arrives damaged in the post, please contact us to arrange a replacement, and return the damaged DVD to us so that we can make a claim with Royal Mail. We cannot accept returned DVDs that have been damaged after use; eg with finger marks or scratches on the shiny surface due to improper handling by adults, children or family pets! We will also replace any DVD that displays a rare technical fault upon first playing; eg freezing or missing picture or sound.

If for any reason you are disappointed with the content of your DVD, please contact us and return the DVD to us in a resalable condition for a full refund, within 4 weeks of receipt.

If you wish to cancel your order, please do so within 1 week of placing your order and we will fully refund the cost to you.

CONTACT INFORMATION

Please contact us with any queries about ordering, delivery, availability, tracking etc. on:

Email: shop@bsfv.co.uk (we will reply within 2 working days)

Telephone: 0118 966 2813 (9am - 6pm Mon-Fri)

Post: Black Swan Film & Video, 11 Finch Road, Reading RG6 7JX