Help

• Contact Details
• Ordering
• Payment
• Privacy Policy
• Security
• Pricing
• Shipping / Delivery
• Order Tracking
• Returning Goods
• Complaints
• Operating Hours
• Applicable Law
• VAT Number
• Company Registration
• Terms & Conditions
• RoHS Compliance
• How to Create a Pro Forma Invoice

Contact Details

Email

sales@crownhill.co.uk - for general enquiries
support@crownhill.co.uk - for technical support on a product purchased from us
sales@crownhill.co.uk - for invoicing / delivery / warranty enquiries

Telephone / Fax

UK Tel: 01353 749990
UK Fax: 01353 749991

International Tel: +44 1353 749990
International Fax: +44 1353 749991

Postal Address

View Google Map of our location

View Google Map of local accomodation

Location

Crownhill's offices and R&D facilities are based 15 miles north of Cambridge City, England, just outside of the small city of Ely. The facility is located in a rural setting, in the heart of Fen Land. The premises are secure, so an appointment should be made before visiting to avoid disappointment.

There are very good links to London, Birmingham, Europe and the USA via Road, Rail, Air and Sea. London is approx 1hr 15mins by Road or Rail, Mainland Europe is approx 2hrs from the office via Stanstead airport or 4 hrs via Harwich ferry. You may download detailed travel information from the link at the foot of this page.

The sales office and technical support activity is carried out in Ely, Cambridgeshire, for security reasons stock is held off site and orders are despatched from secure premises in Cambridge. In Cambridge we also have our Bonded Store allowing us to hold goods in the UK for re export without paying Import duty, helping to keep prices low for export orders. Most design and development work is carried out in Cambridge, although we do have a small facility in Bristol.

If you are planning to visit us and you're looking for overnight accomodation and some good food, we can reccomend the following Guest House accommodation

The Anchor Inn 10 Mins from our offices

Crown and Puch Bowl 15Mins from our offices

The Cock 20 mins from our offices

Standard Terms and Conditions

Our standard terms are conditions are available here in adobe acrobat format. If you do not have acrobat reader, you can download it from the adobe website

Ordering

Crownhill will accept orders placed via our secure website, by email, by post, by telephone and also by appointment from personal callers. When we have received your order online, we will send you an Order Confirmation email.

We provide a tracking service to track your order status.

Pro Forma Invoicing

If you require a Pro forma invoice please contact sales@crownhill.co.uk. The pro forma invoice can be sent by fax or in PDF format via e-mail.

By ordering goods with us, you are entering into a legally binding contract.

Your right to cancel

You have the right to cancel any order free of charge, on the condition that it has not been processed and packed ready for delivery. In order to do this you must either e-mail sales stating your order reference number, or call us on: 01353 749990.

If the order has been processed or shipped and you wish to cancel your order, a cancellation fee may by charged as laid out in the standard terms and conditions

Payment

We accept most forms of payment including:

• Credit Cards (Visa, MasterCard, Maestro, Solo, Visa Electron, Switch, Delta, Access, Connect and American Express)
• UK Cheque
• Postal orders
• Banker's drafts
• International money order
• Telegraphic bank transfer
• Western Union

If paying by International Money Order, Telegraphic Bank to Bank Transfer and Documentary Credits you will require our International Bank account details.

We prefer not to accept cash through the post unless you really have no alternative method of payment. All credit card orders are authenticated, so please do not try to order goods by credit card if you do not own the card, the card has expired or the card does not have sufficient credit.

Please note that local taxes and import duties are the responsibility of the buyer.

How to Create a Pro Forma Invoice

Here is a detailed step by step guide to creating a Pro Forma Invoice.

• Use the online ordering system.
• When you arrive at the payment section, select, "Payby Cheque, Postal Order (UK), International Money Order (EU), Pro Forma Invoice or Telegraphic (Bank) Transfer".
• To raise a Pro Forma Invoice, please click "View Pro Forma Invoice" after clicking Place My Order.

The Pro Forma invoice generated will be the same as a pro forma invoice generated by our sales team, the differnece being that you can print it locally and avoid the delay associated with our sales team producing the document and sending it to you via email.......which can take some time when we are busy.

Pricing

Pricing on the website is indicative only, if you'd like to check the latest prices, you may call us direct on: 01353 749990

All quoted prices are valid for 30 days.

Prices displayed on the website indicate excluding VAT pricing and also including VAT pricing. In the UK VAT is charged at 17.5%.

Shipping / Delivery

It can take up to one working day (sometimes two) to ship your order, provided we have stock. We do not ship on weekends or bank holidays . If you order over a weekend or bank holiday, your order will ship within the next two working days, depending on the weekend's backlog.

The delivery window is set at the checkout, and is the amount of time from when your order is Dispatched from our premises to when it is received by you.

Generally, our cut off time is around 1pm. If you are in a hurry, make the order online and then call us to confirm it'll go out that day. If it can't, you can cancel your order over the phone. We don't charge your card until we pack your order, so there's no risk to you.

Shipping costs are displayed in the Basket after choosing a shipping method. The costs shown are dependant on the total weight and value of your order. If you have any queries about the costs of shipping please email us.

Postage and Packing Costs Table

Please note: these are estimates - actual pricing is shown in shopping basket.

UK Orders

International

Please see our shopping basket for more accurate pricing.

Prices include insurance and packaging unless otherwise indicated.

Methods & Insurance

When ordering via the online catalogue, you will be presented with various shipping options for each product. We ship via any international courier (DHL, FEDEX etc) or for UK inland shipments Royal Mail registered post or Recorded delivery. All shipments are insured for the full cost of the goods value, the cost of insurance is included in the charge for postage and packing, unless the goods are unusually large or bulky, then special charges will apply.

Claims

All goods are packed for air freight in shock proof packaging, transit damage is the responsibility of the carrier and must be reported immediately to the carrier's representative. We will process your claim for damaged goods, but claims will only be accepted if you have reported the damage to the carrier. In the case of couriers or shipment methods that require a signature on delivery, it is important to note on the signature sheet that the goods have been delivered with damageed packing or wrapping. Please if at all possible photograph the damage before opening the package.

We have a very good record of recovery of costs from carriers where these simple instructions have been followed.

Order Tracking

You can track the progress of your order at the Online Tracking page.

Returning Goods

Crownhill's terms and conditions of sale prevail. The information provided below is a brief overview.

Software Returns

If you wish to return software to us, the box must remain unopened and not installed on any system. If you have done either of these we cannot issue you with a refund.

Other Products

If a product purchased from Crownhill fails to perform as advertised you are entitled to a full refund of the product(s) cost, on the condition that you return the goods in the same condition as they were shipped (ie. including all packaging and contents) within 7 days of receipt of the goods.

If you are unsatisfied with a product purchased from Crownhill you may return the product for a refund within 7 days of receipt of the goods. A restocking fee may be charged as laid out in our standard terms and conditions

Should you return products to us in an unsaleable condition (eg. damaged box), you will be charged a 20% restocking fee. It's a good idea to keep all the packaging until you're satisfied.

The cost of returning the goods will be your responsibility.

Warranty

Crownhill's terms and conditions of sale details the full terms of our warranty. The information provided below is a brief overview.

Crownhill warrants that all products and devices supplied are free of manufacturing defects for 12 months from the date of invoice. Crownhill will repair or replace at their discretion any faulty parts returned to Crownhill during the warranty period.

The costs of shipment and insurance of goods in transit to Crownhill under a warranty claim, is not covered by Crownhill's warranty policy. The cost of replacement and return postage / packing will be covered by Crownhill.

When returning goods, please ensure that you pack the goods in a proper manor, goods damaged in transit will not be covered under warranty. You should also ensure that you return the goods by some form of registered and insured delivery, as goods lost in transit to Crownhill are not covered by Crownhill's insurance.

With any warranty claim or goods returned for any reason, please ensure that you include a description of the problem, how the product has to be used to replicate the problem. Please also ensure that you include your name, address, telephone number and your original invoice number with the package.

Complaints

If you have a complaint you wish to raise with us, you may either email us or phone us regarding your complaint.

Operating Hours

Our business hours are 9 am. to 5 pm. Monday to Friday.

We are not open for business on Weekends, or Bank/National Holidays, and will be unable to process your orders or respond to e-mails during these periods.

Applicable Law

Crownhill Associates Ltd is a UK registered company, and as such, is governed by UK laws and regulations

Data Protection / Privacy Policy

We are committed to protecting your privacy, and we will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will never collect sensitive information about you without your explicit consent. To the best of our ability the information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If you have any questions/comments about privacy, you should email us.

The type of information we will collect about you includes:

• Your name
• Address
• Phone number
• E-mail address
• Credit/debit card details

Security

Crownhill Associates takes every care to ensure your shopping experience is safe and secure.

• We run a dedicated webserver which is kept up to date with security patches and updates as they are released
• Your order transaction is processed using 128bit SSL encryption provided by GoDaddy.
• Your credit card details are sent separately using very strong (1024+ bit) GPG encryption
• Sensitive information that we collect from you during your order process is never stored on our webservers, and is dealt with offline.

Security Technologies we utilise

SSL

Our payment page uses the industry standard SSL Encryption. If you've ordered from the Net before you'll have probably heard of this, but may not know what it means. Essentially, SSL puts a secure tunnel between your web browser and our web server, ensuring no-one else can see what is passed between your browser and our web server. The most important thing you need to know is that it's very secure, and is used around by businesses and individuals all around the world for secure e-commerce transactions.

You can find out more information about SSL at the Verisign SSL Basics webpage

GnuPG

As well as securing your card details between the web browser and our server, we go one step further in securing your credit card information. When our server receives your card details, they are encrypted using a technology roughly ten times more secure than SSL, known as GnuPG. After the details are encrypted, they're removed from our server and sent via email to our Sales department, who are then able to decrypt the details and process your order. If anyone manages to intercept the email on its way to us, they'll be completely unable to decipher the contents because they don't have the key.

VAT Number

Crownhill Associates Ltd's registered VAT number is: GB 638 189 111

Company Registration Details

Crownhill Associates Ltd's registration details are as follows:

Crownhill Associates Limited
Registered Office: Richmond House, Broad Street, Ely, Cambs, CB7 4AH
Company No: 2947425