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Customer Service


Terms and conditions:
These terms and conditions apply to all contracts between GB Supplement Limited: “GB Supplement Limited” - “GB Supplement Limited” - “GBS” and every customer: - "The Client" for design and programming services.


1. Client. Means any customer be they a person, or a business placing an order with GB Supplement Limited.

2. Contract. Means the document provided by us to you detailing the particulars of the order, either by or through a combination of hard copy, faxed copy, or email.

3. Project. Means the supply / manufacture / design / creation / sale and or construction of: Manufacturing of products, Production of products, Formulation of products, Creative visuals, Branding, Design consultancy, Artwork, Website building, Website programming, Hosting, Intellectual property with or without the use of GB Supplement for Manufacturing, Production, Formulation, Design, Printing, Photography, Domain name and Hosting Services.

1: Contract

1.1 Estimates given expire 30 days after the issue date on the contract.

1.2 If in any case the client wishes to end the contract before its completion the client must pay a termination fee of: 20% of the full agreed contract price to cover inconvenience this is in addition to any outstanding fees that relate to current work in progress carried out up to that point.

1.3 The project must be completed within 3 months of the signature date on the contract, it cannot be postponed or delayed unless otherwise agreed.

1.4 If the project runs over 3 months due to the clients fault, the contract will be re-assessed and the client will be estimated appropriately. Figure 1.2 still
apply. Any payment made before the re-assessment will be deducted from the final value.

1.5 Print estimates are independent of design estimates, a design contract does not bind you to print. If you choose to print through GB Supplement Limited the payment for printing must be received in full before the printing commences.

1.6 If any significant changes need to be made to the contract after signing GB Supplement Limited is entitled to make any changes deemed fit to
the estimated price. If an agreement cannot be arranged figure 1.2 still applies.

2: Payment

2.1 The client must immediately through pro forma, or if an agreement is in place to pay within 30 days of being invoiced.

2.2 If any payment is not made on or before 30 days after the invoice date, GB Supplement Limited is entitled to charge statutory interest in line with: The late payment of commercial debts (interest) Act 1998 - under the act a reference rate (with the addition of a further 8%) is now used to determine the late payment interest rate - the current rate at 1st January - 30th June 2012 is calculated to be 0.5% - making the Interest Rate 8.5%.

2.3 The client is not permitted to make any deductions from the final amount for any reason, any deductions will be at the discretion of GB Supplement Limited.

2.4 Domain names and web space must have been purchased either by the client or GB Supplement Limited before any web based work is carried out. Where this is purchased by GB Supplement Limited this must be paid for prior to work commencing.

2.5 In the case of print based work, if you wish to carry out the printing through GB Supplement Limited, payment must be taken in full before the printing commences.

3: Copyright

3.1 The client is liable for any copyright breaches on any content provided by the client to GB Supplement Limited.

3.2 All design and content that is creation of GB Supplement Limited is property of GB Supplement Limited, subsequently GB Supplement Limited retains the right to publish such design as their own.

3.3 Any design work that is subsequently used after termination of the contract is a breach of copyright, for which the client will be held liable.

3.4 The client is not permitted to resell or make profit from selling design work created by GB Supplement Limited. If this is a requirement the client will require a “Resell License” please note, this will effect the estimate.

3.5 GB Supplement Limited retains no rights to any concepts or content provided by the client, subsequently GB Supplement Limited does not retain the right to re-create, resell or distribute any business concepts, text content or images provided by the client.

4: Deadlines & Delay

4.1 GB Supplement Limited cannot be held responsible for delayed delivery on any work that is due to the clients fault, for instance: Delay in signing off proofs, delay in providing any content that has been specified as a requirement or any change in the content that has already been provided. GB Supplement Limited also cannot be held responsible for any delays that are not solely the fault of GB Supplement Limited, this includes manufacturing and printing delays.

4.2 After signing a contract if the client needs to shorten or specify a deadline it is not guaranteed that GB Supplement Limited will be able to meet the requirements.

4.3 If the client wishes to shorten or specify a deadline GB Supplement Limited is entitled to make any amendments deemed necessary to the estimate provided.

4.4 In the unlikely case that GB Supplement Limited fails to meet the agreed deadline the client has the option to cancel the contract, paying only for work completed up to that point in time with no extra fee. If the client still wishes to use the work, the contract must stand and the client must pay the full amount estimated on completion of the work.

4.5 Deadlines agreed between GB Supplement Limited and the client are NOT inclusive of time taken for printing, the deadline agreed in this contract is for design only. The client must bear this in mind when setting the deadline.

5: Liability

5.1 GB Supplement Limited shall not be held liable for failing to perform to the contract for any reason that is not solely the fault of GB Supplement Limited.

5.2 GB Supplement Limited shall not be held liable in any case for any damages, loss of anticipated profits, loss of revenue, contracts or any other inconsequential damages that arise from any cause associated with GB Supplement Limited or the property of GB Supplement Limited, this includes design work.

5.3 All property supplied to GB Supplement Limited by the client or on behalf of the client shall remain at the clients risk, unless otherwise agreed in writing, this includes; print delivery, data and equipment. The client should insure accordingly.

5.4 GB Supplement Limited shall not be held liable for any leak of information or confidential material provided by the client, this includes, a leak or malpractice of any kind by a third party that GB Supplement Limited has outsourced work to, domain loss due to hacking or as a result of hacking by a third party, password leaking due to theft or any circumstance that is not solely the fault of GB Supplement Limited.

The limitations and exclusions of liability set out in this Section govern all liabilities arising under the terms of sale or in relation to the subject matter of the terms of sale. We will not be liable to you in respect of any losses arising out of a force majeure event. We will not be liable to you in respect of any business losses, such as loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill. We will not be liable to you in respect of any loss or corruption of any data, database or software. We will not be liable to you in respect of any special, indirect or consequential loss or damage.
As a customer, our aggregate liability to you under the terms of sale will not exceed the greater of: (a) £10.00; and (b) the total amount paid or (if greater) payable by you to us under the terms of sale.


6.1 GB Supplement Limited cannot be held responsible for any loss or damage during transit of client property (5.3) or print deliverables, if payment has passed or not. It is up to the client to insure accordingly.

6.2 Should there be a delay in the delivery of goods of 10 days after the goods are registered as despatched (i.e. Royal Mail Postal Delays) then the customer should contact Customer Services to inform them of the delay and Customer Services shall despatch another product to you via 'Royal Mail Recorded Signed For'. This will require someone to be present to sign for the goods at the time of delivery OR take the 'Royal Mail Unable to Deliver Card' to their nearest depot to collect the goods in person.

6.3 We aim to respond to customer enquiries and support requests by the next working day, in some cases where GB Supplement need to investigate the matter in depth a response is normally within 3 working days.

6.4 Web site delivery will take the form of the website going live. This will be executed upon receipt of payment in full. (A CD containing files for backup is available upon request.)

7: Refunds

7.1 We will refund or replace any goods that may have arrived in un-useable or faulty condition or indeed are different from those ordered.

7.2 You have the right to cancel your order at any time for any reason before delivery and within seven working days after the day of receiving your goods. Should you decide to request a refund please notify us immediately on 01332 824900 or by emailing: support@gbsupplement.co.uk. After seven working days the sale is considered closed and a refund will not be made.

7.3 We will fully refund the complete transaction amount paid to us within 30 working days to your credit or debit card / PayPal account.

7.4 We will not be able to issue a refund if:
You consider that the product has not met your personal expectations of the desired results.
You have not taken reasonable care to preserve the condition of the goods during the cancellation period and / or during their return.

7.5 The customer agrees that importing goods into their country/territory is at their own risk. No refunds will be given if goods are withheld by a legal authority upon importation. At this point goods will be classed as delivered. In short, the customer agrees that it is their own responsibility to check with the relevant authorities within their country/territory that it is permitted to import goods sold by GB Supplement Ltd prior to purchasing.

8: Returns Policy

8.1 Subject to your right to cancel the contract within 7 working days, We will only accept the return of items if they are faulty or have been sent to you in error. If you are returning an item because it is faulty or because of an error on our part we will be happy, where applicable, to refund the delivery charges incurred in sending the item to you and for return of the goods.

8.2 Our re-stocking and administration charge is £20.00 for any returns that are not faulty or have been sent in error.

8.3 To return a faulty item please telephone our call centre 01332 824900 or e-mail support@gbsupplement.co.uk for return authorisation and our Return address.

8.4 Your right to cancel, or the 'Cooling Off' period, is seven working days after the day on which the goods are received. Please package the relevant item securely and send it to us with the delivery slip so that we receive it within seven working days of the date that the item was delivered to you. If you decide to return the goods within these time limits, you are entitled to expect your money to be refunded within 30 days.

8.5 For your protection we recommend you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty or a substitution has been made. As soon as we receive notice of your cancellation of the order we will refund the relevant part of the purchase price for that item.

9: Shipping

9.1 We can ship to almost any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to International destinations. The customer agrees that it is their own responsibility to check with the relevant authorities within their country/territory prior to purchasing. The customer agrees that importing goods into their country/territory is at their own risk. GB Supplement Ltd will not be held responsible for goods being withheld by a legal authority upon importation.

9.2 When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

9.3 Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

1st January 2013

Company Details:
GB Supplement Limited
Company Number:
VAT Number:

Correspondence and Returns:
3 Silverhill Court
Silverhill Farm

Registered Office:
145-157 St John Street