Easy Returns | Suburban Turban

Return Policy

Please return unwanted items to us second class post (UK) or international airmail (EU / rest of world). You can use the original mailing bag. Covering your address and indicating the return address on the main postage label. Please place a copy of the invoice in the parcel and note your return / exchange request. Don’t forget to request a certificate of posting. As soon as we receive it we will email to confirm receipt / refund / exchange.

The cost of the item will be refunded in full, less any postage costs. We recommend you return goods to us via second-class post and request a certificate of posting, enclosing the original purchase receipt. The item is the customer’s responsibility until it reaches us. The cost of returning the item is also that of the customer.

Faulty items

If the item you received is faulty, please email us at nicky@suburbanturban.com , quoting your order number, address, details of the product and the nature of the fault and whether you require a replacement or a refund. Suburban Turban will then advise you on what to do next. You have 14 days from receipt of the faulty item to return it to us.

Incorrect items

If the item you received is not what you ordered, please email us at nicky@suburbanturban.com , quoting your order number, address, details of the product you originally ordered and what you received and whether you require a replacement or a refund. Suburban Turban will then advise you on what to do next.

Damaged items

If an item arrives damaged please notify us immediately by email nicky@suburbanturban.com , otherwise responsibility cannot be accepted for credit or replacement. This does not affect your statutory rights.

Order Cancellation

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for items from Suburban Turban within 14 days, for a full refund. Please do so in writing via email. Your order will then be followed up to confirm whether despatch has all ready happened. If it has you will need to return this item before the refund is credited back to you, less postage costs.

Ordering

Products can be purchased from Suburban Turban using all major credit cards (except American Express) and PayPal. A purchase confirmation will be sent direct to you by our secure payment gateway provider.

You will also receive an order confirmation from the Suburban Turban website via the e-mail address supplied, once your payment has been received by us. Confirmation emails will NOT include any personal financial information other than the amount paid for the product. Receipt of this email confirmation does not indicate acceptance of the order by Suburban Turban. When your order has been processed by Suburban Turban, you will be notified of dispatch via email.

Prices

All prices displayed are in pounds sterling. Suburban Turban products will have the price clearly indicated and we make every effort to ensure that prices are correct. In the event that a price is incorrect we will inform you of the correct price and give you the opportunity to cancel your order.

Prices are correct at time of publishing and supersede any other published prices pre-dating this. All prices and special promotions are subject to product availability and may be changed at any time. Delivery charges are clearly added to the order form. Please ensure that you include these in the total order price to pay, to avoid delays in processing your order.Every attempt has been made to accurately describe and represent the headwear on this site. However, this incorporates information supplied by our designers as to fabric specifications etc. Suburban Turban will act as quickly as possible when informed of mistakes, to correct any misleading information. We reserve the right to make such corrections.

VAT

If you are experiencing significant hair loss because of a medical condition, you can qualify for exemption and purchase many of our items VAT free. This applies to items that we manufacture ourselves i.e. that have been designed and manufactured expressly for the purpose of hair loss wear. Unfortunately we cannot offer this exemption on ‘standard items’ such as scarves and winter felt hats i.e. items that have not been designed or adapted for hair loss. The system will work out which items to exempt and to apply VAT to, and will let you view your order before committing to buy. A valid health declaration must be registered with your customer account and updated each time you purchase from us to qualify for VAT exemption. This data may be verified at a later date.

Shipping & Delivery

Every effort is made to ensure that products on the Suburban Turban website are in stock and can be quickly despatched. We will contact you at the earliest opportunity if we find an item you have ordered is temporarily out of stock. In this event, we will inform you of when the item will next be in stock, refund any monies or try to supply an alternative. We will advise you of the anticipated delivery time at this time. Our aim is to despatch goods by ‘first class’ UK or equivalent international post services (some of which will be tracked / signed for), subject to stock availability. We aim to deliver all orders received in not more than 8-10 working days, and in the majority of cases sooner.

Contacting Suburban Turban

Suburban Turban will endeavour to respond to all customer email enquiries within one working day. Sometimes email responses can be delayed by general Internet traffic or not accepted by your email provider, i.e. viewed as junk mail or your mailbox may be full. If you have not heard from us within 2 days please contact us again with a secondary trusted email address and we’ll endeavour to sort out the original query as quickly as possible.

Payment Methods

Payment can be made by all major credit cards (except American Express) through our payment gateway and PayPal is also accepted.

Data Protection

SuburbanTurban.com does not sell buyers’ information to any third parties. We only use your personal information in the following ways:- to deliver your order- to answer any queries or complaints- to provide information on new products, special promotions etc.- to analyse and review our own products and services- in correspondence with customers- as and when required to by UK law or in connection with legal proceedings

Copyright

The design and content of the Suburban Turban website, catalogue and any other marketing collateral, is protected by copyright. Modifying, copying, distributing, transmitting, displaying, reproducing, publishing, or creating derivative works from them without our prior written consent is prohibited.

Privacy Policy

What is this Privacy Policy for?
This privacy policy is for this website www.suburbanturban.com and served by Suburban Turban Ltd and governs the privacy of its users who choose to use it.
The policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore the way this website processes, stores and protects user data and information will also be detailed within this policy.
Suburban Turban’s Privacy Notice 17/05/2018

Introduction

The following privacy notice outlines how Suburban Turban collects, uses, protects and transfers your personal data. Suburban Turban designs and manufactures specialist headwear for hair loss, and sells its range of headwear online at https://suburbanturban.com
The data protection ofﬁcer/data owner for the organisation is Nicola Smetham. You can contact the data protection ofﬁcer/data owner by sending an email to:-

Email – nicky@suburbanturban.com

or writing to – Laycocks Cottage, Westcott, Surrey RH4 3QF.

Personal data collected

The personal data that we collect is:
• Name
• Home address
• Delivery address
• Email address
• Phone number
• Health information
• We DO NOT store any financial information on our clients.

Purpose and Legal Basis for Processing Your Data

Suburban Turban takes your privacy seriously and we will never sell or rent your personal data to any third-party. Sharing of your data and direct marketing activities are only carried out with your express consent, which you are free to withdraw at any time.
We need to obtain and process your personal data to provide you with our products and to fulﬁl our business and legal obligations. We will never collect any personal information from you that we do not need or retain any data that is no longer necessary for the purposes speciﬁed in this notice.

Who is processing my data?

Suburban Turban, Laycocks Cottage, Westcott, Surrey RH4 3QF, are the data controller and processes your personal information for the purposes laid out in this privacy notice. We work with website developers who regularly maintain the site and who may access data on behalf of Suburban Turban, but only in cases of technical support, or troubleshooting as required by Suburban Turban. Furthermore, our developer must process the personal information in accordance with this Privacy Notice and as permitted by applicable data protection laws.

Your personal data is processed to:
• Collect speciﬁc personal data (name, address, email, contact number, DOB) that is required to enter into a contract to sell a product.
• Engage in communication with you including conﬁrmation and reminders of appointments, and requests to cancel or change orders / appointments.
• Collect health status information in order to sell our products.
• Select relevant offers, promotions and information for you.
• Estimate the number of customers we have.
• Hold personal data that is required by law or to respond to legal process.
• Store customer records.

Your rights as the individual

If your personal data is held by Suburban Turban you hold particular rights over it.
Where you have provided consent for us to contact you as part of our marketing services, you have the right to modify or withdraw your consent at any time by using the unsubscribe option accompanied with all of our direct marketing or by contacting Suburban Turban’s Data Ofﬁcer.

You also have the right:
• To be informed of how your personal data will be used before it is collected.
• To access your personal data and information on how your   information is used after it has been gathered.
• To have personal data corrected if it is incomplete, inaccurate or out-of-date.
• To request the removal or deletion of personal data where there is no compelling reason for its continued processing.
• To restrict processing, to ‘block’ processing of your personal data.
• To data portability, having your data moved, copied or transferred from Suburban Turban to another organisation in an easily readable format.
• To object to direct marketing from us.

Special categories of personal data collected

Suburban Turban asks for consent prior to gathering and processing order information, unless as stated above. At any time after giving consent, you can withdraw you consent, subject to legal, insurance and contractual restrictions (see more on ‘your rights as an individual’). Your privacy is very important to us and we only use this information for determining your final order value.

Process of collection

Your personal data is collected when you provide it to us through our website software – our website, over the phone, in Suburban Turban’s workroom, by email, social media, in writing or any other means by which you provide it to us. Information is stored using the website software platform as well as some level of paper record keeping. Suburban Turban gives you access to information about your account and bookings through the website software, for the limited purpose of viewing and updating that information.

Children’s Privacy

Suburban Turban does not collect the personal data of children under the age of 16 without parental or guardian consent. If you believe that we hold any information from or about a child under age 16, please contact Suburban Turban and if we cannot immediately obtain appropriate parental or guardian consent, will remove the personal data from storage.

Data Sharing

Your personal data is shared only with our developers in cases that technical support and troubleshooting are required for the business. Suburban Turban does not share your personal information with any third-party, other than those already disclosed in this privacy notice or as part of our legal obligations under the relevant data protection laws. We appreciate the sensitive nature of information our clients share with us and we do not sell or share this information for commercial gain.

Use of Data Processors

Data processors are third parties who provide some elements of our business services for us. Where we use a third-party, we have strict agreements in place governing the processing of your personal data, on which no action can be taken without instruction from us. The third-parties with whom we work will never share or disclose your personal information and will hold it securely at all times.

WooCommerce software

PayPal

Stripe

How Long Do We Keep Your Data?

Suburban Turban retains your personal data for as long as necessary to provide you with our services as our client. Suburban Turban is required under tax laws to keep your personal data for a minimum of 7 years. Where we have your consent for marketing purposes, we will retain the minimum required data until you notify us that you no longer wish to receive such information.
The criteria for which we would continue to process your personal information includes:

• Where there is a legal basis, obligation or legitimate interest to continuing processing your personal information.

• Where processing is necessary for the establishment, exercise or defence of legal claims.

Transfers of personal information

When your personal data is processed through website software, all of it is held within the EU. Your information is processed by the software / our developer and stored on a server. During this process your data is encrypted in transit and at rest.
Consequences of not providing your personal information to Suburban Turban.

In the event that you want to purchase a product from Suburban Turban, certain personal information is required to enter into a contract with you. Suburban Turban will not be able to enter into a contract with you to fulﬁl an attempt to purchase a product, if you do not provide your personal information.
As noted in this privacy statement, we are processing your personal data to comply with legal and statutory obligations and in the performance of a contract. You can always choose not to provide personal information; however, we will be unable to sell a product to you and for it then to be dispatched to you.

Safeguarding your Personal Data

Appropriate measures are taken to protect your personal data from access from unauthorised persons or inappropriate access, internal or external. Your connection to our platform uses a HTTPS Secure communication protocol and TLS security. This means all information passed through the system is encrypted during data input and transfer to the server. Any paper ﬁles recording your personal data are destroyed at close of play on the same working day by authorised personnel. Employees are only assigned speciﬁc access rights and can only access the website software from secure terminals in the studio.

Complaints

In the occurrence that you want to make a complaint about how your personal data was gathered, how it is being processed by Suburban Turban or third parties used by Suburban Turban, or you are not satisﬁed about how a complaint has been handled, you retain the right to lodge a complaint directly with the supervisory authority and also Suburban Turban’s Data Protection Ofﬁcer/ GDPR Owner.
Data Protection Commissioner, Information Commissioner’s Ofﬁce, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF  +44 (0) 303 123 1113. Suburban Turban’s Data Protection Ofﬁcer/GDPR Owner, Nicola Smetham – Suburban Turban, Laycocks Cottage, Westcott, Surrey RH4 3QF.

Changes to our Privacy Statement

We may change our privacy policy from time to time. Any changes will be posted on this page.
End of GDPR notice

The Website

This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies to all UK national laws and requirements for user privacy.

Use of Cookies

This website uses cookies to better the users’ experience while visiting the website. Where applicable this website uses a cookie control system allowing the user on their first visit to the website to allow or disallow the use of cookies on their computer / device. This complies with recent legislation requirements for websites to obtain explicit consent from users before leaving behind or reading files such as cookies on a user’s computer / device.

Cookies are small files saved to the user’s computer hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.

Performance Tracking Cookies

This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information. You can read Google’s privacy policy here for further information http://www.google.com/privacy.html

Cookie Name: “_ga”
Google analytics __utmx __utmxx _ga _gat Used by Google Analytics Controlled by vendor https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage

If you don’t want to be tracked please install this browser Add-on https://tools.google.com/dlpage/gaoptout.
The only other strictly necessary cookie we use on the site is the shopping basket cookie and we never share this data with any third party companies.

Contact & Communication

Users contacting this website and/or its owners do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form to email submission process, but advise users using such form to email processes that they do so at their own risk.

This website and its owners use any information submitted to provide you with further information about the products / services they offer or to assist you in answering any questions or queries you may have submitted. This includes using your details to subscribe you to any email newsletter program the website operates but only if this was made clear to you and your express permission was granted when submitting any form to email process. Or whereby you the consumer have previously purchased from or enquired about purchasing from the company a product or service that the email newsletter relates to. This is by no means an entire list of your user rights in regard to receiving email marketing material. Your details are not passed on to any third parties.

Email Newsletter

This website operates an email newsletter program, used to inform subscribers about products and services supplied by this website. Users can subscribe through an online automated process should they wish to do so but do so at their own discretion. Some subscriptions may be manually processed through prior written agreement with the user.
Subscriptions are taken in compliance with UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003. All personal details relating to subscriptions are held securely and in accordance with the Data Protection Act 1998. No personal details are passed on to third parties nor shared with companies / people outside of the company that operates this website. Under the Data Protection Act 1998 you may request a copy of personal information held about you by this website’s email newsletter program. A small fee will be payable. If you would like a copy of the information held on you please write to the business address at the bottom of this policy.

Email marketing campaigns published by this website or its owners may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include; the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates and frequency of activity [this is not a comprehensive list].
This information is used to refine future email campaigns and supply the user with more relevant content based around their activity.

In compliance with UK Spam Laws and the Privacy and Electronic Communications Regulations 2003 subscribers are given the opportunity to unsubscribe at any time through an automated system. This process is detailed at the footer of each email campaign. If an automated unsubscription system is unavailable clear instructions on how to unsubscribe will by detailed instead.

External Links

Although this website only looks to include quality, safe and relevant external links, users are advised to adopt a policy of caution before clicking any external web links mentioned throughout this website. (External links are clickable text / banner / image links to other websites.)
The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts. Users should therefore note they click on external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Social Media Platforms

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.
Users are advised to use social media platforms wisely and communicate / engage upon them with due care and caution in regard to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.

This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.

Shortened Links in Social Media

This website and its owners through their social media platform accounts may share web links to relevant web pages. By default some social media platforms shorten lengthy urls [web addresses] .
Users are advised to take caution and good judgement before clicking any shortened urls published on social media platforms by this website and its owners. Despite the best efforts to ensure only genuine urls are published many social media platforms are prone to spam and hacking and therefore this website and its owners cannot be held liable for any damages or implications caused by visiting any shortened links.