Payment Terms & Conditions

1. OVERVIEW

These Payment Terms & Conditions govern all payment transactions made on www.piegin.co.uk. By placing an order and making a payment, you agree to these terms in addition to our Terms of Service.

2. ACCEPTED PAYMENT METHODS

We accept the following payment methods:

Credit and Debit Cards

Visa
Mastercard
American Express
Maestro (UK)

Digital Wallets

Apple Pay
Google Pay

Buy Now, Pay Later

Klarna (subject to approval)
Clearpay (subject to approval)

All payments are processed securely through Stripe.

3. PAYMENT SECURITY

PCI-DSS Compliance

Our payment processing is:

PCI-DSS Level 1 Certified
Processed through Stripe
Encrypted with SSL/TLS technology

Card Information Storage

We do not store your complete card details on our servers.

What we store:

Last 4 digits of your card
Card type
Expiry date (encrypted)

What we never store:

Full card number
CVV/Security code

3D Secure Authentication

For your protection, we use 3D Secure (3DS) authentication, which may require you to verify your identity with your bank.

4. PAYMENT PROCESSING

When Payment is Taken

Payment is Charged Immediately

When you place an order, your payment is immediately charged to your card.

Your Payment Protection Guarantee

┌─────────────────────────────────────────────────────────┐

YOUR MONEY IS PROTECTED

✓ Payment charged immediately to secure your order

✓ Stock verified within 24 hours (by Day 1)

IF ITEM UNAVAILABLE:

→ Full refund processed immediately (within 24h)

→ Money returned in 3-5 business days

→ No questions asked

→ No cancellation fees

WHY CHARGE IMMEDIATELY?

• Faster order confirmation

• Immediate warehouse priority

• Your order secured during high-demand periods

• Streamlined processing (1-3 days, not 5-7 days) └─────────────────────────────────────────────────────────┘

Your Rights: Under the Consumer Rights Act 2015, if we cannot supply the item:

Full refund within 14 days (we do it in 3-5 days)
No obligation to wait for alternative items
Right to cancel at any time before dispatch

Stage	Timeframe	Your Card Statement	Email Notification
Order Placed	Day 0	Charge appears immediately	Email 1: Payment confirmed
Stock Verification	Day 1	–	Email 2: Stock status
Order Processing	Days 1-3	–	–
Order Dispatched	Day 3-4	–	Email 3: Tracking info
Delivery	Day 8-15 (business days)	–	–

Why Immediate Payment?

Faster order confirmation
Immediate priority in our warehouse
Your order is secured during high-demand periods
Streamlined processing
Faster processing: Orders prepared within 1-3 days (not 5-7 days)

Two Confirmation Emails

Email 1 (Day 0 – Immediate):

Payment confirmation
Order summary
“Stock verification in progress”

Email 2 (Day 1 – Within 24 hours):

Stock confirmed OR item unavailable
Estimated dispatch and delivery dates
Options if unavailable: wait/alternative/refund

What If There’s a Problem?

Stock Issue (Day 1):

You receive Email 2 within 24 hours
You choose: wait/alternative/refund
If refund chosen: Processed in 3-5 business days

You Change Your Mind:

Before Dispatch (Days 0-3): Contact us for full refund
After Dispatch (Day 4+): Follow our 30-day return policy

Payment Currency

All prices on www.piegin.co.uk are displayed in British Pounds (GBP £).

Payment Confirmation

If you do not receive Email 1 within 1 hour, please contact us immediately at [email protected].

5. PRICING & CHARGES

Product Pricing

All prices displayed:

Are in British Pounds (GBP £)
Include all applicable taxes
Are subject to change without notice

Price Guarantee: The price at checkout is the price you pay.

No Hidden Fees

The price you see at checkout is the final price you pay, including:

Product cost
All applicable taxes
Shipping (FREE on all standard UK orders)

We do NOT charge:

Handling fees
Packaging fees
Payment processing fees
Service charges

Example: £50.00 product = £50.00 total. That’s it.

Promotional Pricing

Discount Codes:

Must be entered at checkout
Cannot be applied after order placement
Cannot be combined unless stated
Subject to expiry dates

Sale Prices:

Valid while stocks last
May end without notice

6. PAYMENT FAILURES & DECLINED TRANSACTIONS

Common Reasons

Insufficient funds
Incorrect card details
Card expired
Security restrictions by your bank
3D Secure authentication failed
Daily spending limit exceeded

What Happens

If payment is declined:

You’ll be notified immediately
Your order will not be processed
No charge will be made
You can try again with corrected details or different payment method

Authorization Holds

If payment fails after your bank places a temporary hold:

Hold typically releases within 3-10 business days
We cannot release this hold (only your bank can)
This is your bank’s security measure
No money has left your account

7. REFUNDS & CHARGEBACKS

Refund Processing

When a refund is approved (see our Refund & Returns Policy):

Stage	Timeframe	Details
Return shipped	Day 0	You ship item back to us
Transit time	5-8 business days	Package traveling to us
We receive & inspect	2-3 business days	Verify condition
Refund initiated	3-5 business days	We process refund
Bank processing	5-10 business days	Your bank processes
Refund appears	Day 15-24	Money in your account

Total Estimated Time: 15-24 business days from when you ship the return

Note: Most refunds complete within 18-22 business days.

Refund Method

Refunds are issued to your original payment method only.

Refund Breakdown

Item	Refunded?	Notes
Product cost	✓ YES (100%)	If item meets return criteria
Standard shipping	✓ N/A	Free delivery, nothing to refund
Express shipping	✗ NO	Unless item defective/incorrect
Return shipping costs	✗ NO	Customer responsibility (unless defect)
Restocking fee	Deducted	If applicable – see Refund Policy

Partial Refunds

Partial refunds may be issued if:

Item not in original condition
Item damaged due to customer use
Item missing parts
Item returned after 30 days
Restocking fee applies (£10-£25)

Chargebacks

Before Initiating a Chargeback: Contact us first at [email protected].

Why Contact Us First?

✓ Faster resolution (24-48 hours vs 30-90 days)
✓ No impact on your credit
✓ We can offer solutions banks cannot
✓ Avoid chargeback fees

Valid Reasons:

✓ Fraudulent charge
✓ Item never received and we’re unresponsive
✓ Significantly not as described and refund refused
✓ Duplicate charge

Invalid Reasons (Contact us instead):

✗ Changed mind (use our return policy)
✗ Item doesn’t fit (use our return policy)
✗ Slow delivery (check tracking, contact us)

8. INVOICES & RECEIPTS

VAT Invoices

An invoice is automatically emailed upon order dispatch (Day 3-4).

Contains:

Our Company Number: 16882463
Our VAT Status: Not VAT registered
Your billing details
Itemised product list
Total amount paid
Date of supply

Note on VAT: We are not VAT registered. Prices are final retail prices inclusive of all applicable taxes. We cannot issue formal VAT invoices with a VAT registration number.

Requesting a Duplicate:

Contact us at [email protected] with your order number
We will resend within 24-48 hours
Download from your account dashboard

9. SUBSCRIPTION PAYMENTS

If Piegin offers subscription services:

Recurring Billing

Billed automatically on renewal date
Email reminder 7 days before renewal
Cancel anytime before renewal date

Failed Payments

We retry after 3 days
Email notification sent
After 3 failed attempts, subscription cancelled
Update payment method in your account

10. INSTALMENT PAYMENTS (Buy Now, Pay Later)

If you choose Klarna, Clearpay, or similar:

How It Works

Pay portion upfront (typically 25%)
Remaining split into equal instalments (usually 3 payments)
Automatically charged on scheduled dates
No interest if paid on time

Responsibilities

Piegin:

✓ Delivering your order
✓ Processing returns
✓ Refunding the instalment provider
✓ Product quality and customer service

Provider (Klarna/Clearpay):

✓ Processing instalments
✓ Managing payment schedule
✓ Charging late fees
✓ Credit checks and approval

Important: Continue making payments even if you return an item. Once we refund the provider, they’ll adjust your schedule.

Refunds with Instalments

Example:

£100 item with Klarna (4 × £25)
You’ve paid 2 instalments (£50 paid, £50 remaining)
You return the item
We refund Klarna £100
Klarna cancels remaining payments (£50)
Klarna refunds you £50 already paid

Timeline:

Our refund to provider: 3-5 business days
Provider adjusts schedule: 3-7 business days
Provider refunds you: 5-10 business days

Contact Provider:

Klarna: https://www.klarna.com/uk/
Clearpay: https://www.clearpay.co.uk/

11. FRAUDULENT TRANSACTIONS

Fraud Prevention

To protect both you and us, we employ:

Address Verification System (AVS)
CVV verification
3D Secure authentication
Order pattern analysis
IP address verification

Suspected Fraud

If we suspect fraud, we may:

Decline or cancel transaction
Request additional verification
Contact your card issuer
Report to Action Fraud UK
Suspend or terminate account

Protecting Yourself

Do:

✓ Use strong, unique passwords
✓ Enable two-factor authentication
✓ Monitor your account
✓ Use secure internet connections
✓ Keep payment details confidential

Don’t:

✗ Share card details via email/phone
✗ Use same password across sites
✗ Save payment details on public computers
✗ Click suspicious links

Unauthorised Transactions

If you notice unauthorised transactions:

Immediate Steps:

Contact us: [email protected] or +44 7830 742091
Contact your bank to report fraud
Change your password
Report to Action Fraud: https://www.actionfraud.police.uk/

12. PAYMENT DISPUTES

How to Raise a Dispute

Step 1: Email [email protected] with:

Order number
Description of issue
Relevant documentation

Step 2: We respond within 24-48 hours and investigate (1-3 business days)

Step 3: We propose solution:

Full refund
Partial refund
Replacement
Store credit
Other resolution

Most disputes resolved within 5-7 business days.

Alternative Dispute Resolution (ADR)

If we cannot resolve internally:

Citizens Advice Consumer Service

Website: https://www.citizensadvice.org.uk/consumer/
Phone: 0808 223 1133

Financial Ombudsman Service

Website: https://www.financial-ombudsman.org.uk/
Phone: 0800 023 4567

Retail ADR (Retail Ombudsman)

Website: https://www.retailadr.org.uk/
Email: [email protected]

13. BUSINESS CUSTOMERS & VAT

Our VAT Status

Hall Vision LTD is not VAT registered (turnover below £90,000 threshold).

For All Customers:

Prices are final retail prices inclusive of all applicable taxes
No separate VAT line item on invoices

For UK VAT-Registered Businesses:

We cannot issue formal VAT invoices with a VAT registration number
You cannot reclaim input VAT from purchases with us

Future VAT Registration

When We Will Register

Mandatory Registration:

Required when annual turnover exceeds £90,000
Must register within 30 days of exceeding threshold
HMRC notified and registration completed

Voluntary Registration:

We may choose to register voluntarily before reaching threshold
Allows us to reclaim VAT on business purchases
Provides formal VAT invoices to business customers

What Changes for You

┌─────────────────────────────────────────────────────────┐ IMPORTANT: YOUR PRICES STAY THE SAME

When we register for VAT:

✓ Displayed prices REMAIN UNCHANGED

✓ We absorb the VAT cost initially

✓ You pay the same amount

Example: £50 product today = £50 product after VAT reg └─────────────────────────────────────────────────────────┘

What You’ll Receive:

Proper VAT invoices with our VAT registration number
VAT breakdown (e.g., £41.67 + £8.33 VAT = £50.00)
VAT-registered businesses can reclaim input VAT

Notification Process:

All customers notified 30 days before registration
Email sent to all account holders
Website banner displayed for 30 days
Updated policies published immediately

Current Status:
Not VAT registered as of December 2024 (updated monthly)

Check Current Status:
Email [email protected] or check this policy (we update the date monthly)

Wholesale & Trade Accounts

Contact [email protected] for:

Net 30 payment terms
Invoice billing
Volume discounts
Dedicated account manager

Requirements:

Minimum order value (typically £500+)
Business registration documents
Trade references
Credit check

14. GIFT CARDS & STORE CREDIT

Using Gift Cards

Apply at checkout
Enter code in “Gift Card / Discount Code” field
Multiple cards can be combined
Cannot be exchanged for cash
Do not expire (valid indefinitely)
Lost or stolen cards cannot be replaced

Store Credit

Store credit may be issued for:

Returns where original payment method unavailable
Compensation for service issues
Promotional offers

Store credit:

✓ Applied to account automatically
✓ Used for future purchases
✓ Does not expire (valid indefinitely)
✓ Partial use allowed
✓ Is cumulative
✗ Cannot be transferred
✗ Cannot be exchanged for cash
✗ Cannot be used with instalment payments

Check Balance: Log into your account at www.piegin.co.uk

Gift Certificate Expiration

Type	Expiration	Notes
Purchased gift cards	✓ Never expires	Valid indefinitely
Gift return certificates	✓ Never expires	Issued when returning gifts
Store credit (compensation)	✓ Never expires	Issued for service issues
Promotional credits	Check email	Usually 12 months

15. PAYMENT DATA RETENTION

How Long We Keep Data

Transaction Records:

7 years (UK tax law requirement – HMRC)
Required for accounting, tax, and legal compliance

Card Details (tokenized):

Stored securely by Stripe
You can delete saved cards anytime
Deleted immediately upon request

Receipts & Invoices:

Available in account for 7 years
Can be downloaded anytime
After 7 years, archived and available upon request
Can be deleted after retention period

Your Rights Under UK-GDPR

Right	How to Exercise
Access	Email [email protected]
Rectification	Update in account or email us
Erasure	Email [email protected]
Restriction	Email [email protected]
Portability	Email [email protected]
Object	Email [email protected]

Response Time: 30 days

Exceptions: We cannot delete data if required by law (7-year retention for tax records).

16. PAYMENT TERMS FOR SPECIFIC PRODUCTS

Pre-Orders

Full payment charged immediately
Email notification 7 days before shipping
Cancel for full refund anytime before shipping
Refund processed in 3-5 business days

Made-to-Order / Customised Items

Full payment charged immediately
Production begins within 24-48 hours
Non-refundable once production begins
Materials purchased specifically for your order

High-Value Items (over £500)

May require:

Photo ID verification
Billing address confirmation
Phone call verification
Video call for orders over £1,000
Signature required upon delivery
Additional insurance included

Processing may take additional 1-2 business days.

17. CONTACT US

For questions about payments, billing, or invoices:

Email: [email protected]
Phone: +44 7830 742091

Response Times:

Business days: Within 24-48 hours (Monday-Friday)
Weekends/UK bank holidays: Next business day
Peak periods (November-December): Within 48-72 hours
Urgent issues: Priority response within 12 hours (business days)

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT/BST)
Closed: Weekends and UK bank holidays

Address: 275 New North Road, Islington #1913, London, N1 7AA, United Kingdom

We are committed to transparent and secure payment processing.

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