Who We Are
We are Partner Retail Services Limited, an English company (PRS) registered with company number 10415003.
Our registered address Network House Third Avenue, Globe Park, Marlow, Buckinghamshire, SL7 1EY.
About these terms
These terms and conditions (“Terms”) tell you information about PRS and are the legal terms and conditions that apply when you make a purchase from PRS, either:
- in-store at a Samsung Experience Store operated by PRS (“Store”); or
- via PRS’ Customer Services Team.
You must read these Terms carefully. By making a purchase from PRS you agree to be bound by these Terms and confirm that you are at least 18 years old. If you do not agree to these Terms and/or are under 18 years old you should not purchase from PRS.
General Terms and Conditions of Purchase
Consumers: if you are a consumer, you may only purchase products or services from PRS if you are at least 18 years old.
Business Customers: if you are not a consumer, by purchasing products and/or services from PRS, you confirm that you have authority to bind any business on whose behalf you purchase such products and/or services.
PRS takes reasonable care to ensure that all details, descriptions and prices of products/services are correct, but sometimes mistakes may arise. PRS is unable to confirm the price of a product/service until the price is confirmed at the point of payment by a PRS colleague and PRS processes payment and complete the sale of the product/service to you. PRS reserves the right to modify any product/service price (including any advertised deal/discount), description or specification of any products/services or to withdraw, temporarily or permanently, some or all of the products or services available at any time before your payment for such products or services is processed and accepted.
Home Delivery
Some of PRS’ products can be ordered/purchased in Store or via PRS’ Customer Services Team for delivery to you (“Home Delivery”). PRS will notify you which products are available for Home Delivery. PRS reserves the right at its sole discretion at any time to withdraw or amend any products that are eligible for Home Delivery.
PRS will always try its best to deliver products to you by any delivery date specified to at the time you place your order. However, delivery dates are estimated dates only and beyond PRS’ control and delivery dates may, therefore, be subject to change without notice. PRS shall not be liable for any losses, costs, damages, charges or any expenses caused by any delay in the delivery of products/services.
Delivery of the product(s) shall take place when they are delivered to you at the address you provided to PRS when placing your order for the product(s) (or such other address that may be agreed by PRS (or PRS’ delivery service provider) with you (“Delivery Address”). Any Home Delivery product(s) shall be deemed to have been delivered upon delivery of such product(s) to the Delivery Address.
You must provide PRS/its delivery service provider with the correct Delivery Address/details and any information required to enable to the product(s) to be safely delivered and unloaded at the Delivery Address. You must also ensure that someone is available at your specified Delivery Address to receive the delivery. If the delivery driver cannot access the Delivery Address, no one is present at the Delivery Address to accept delivery or the product(s) cannot otherwise be safely unloaded at the Delivery Address, the product(s) will not be left at the Delivery Address, but will be deemed to have been delivered to you and risk of loss and damage to such products shall pass to you at the time of attempted delivery and you shall be responsible for arranging re-delivery and paying for any further delivery charges and/or associated costs relating to the unsuccessful delivery and subsequent re-delivery.
You must inspect the product(s) at the time of delivery. The product(s) shall be deemed to have been delivered undamaged and in full unless, within 48 hours of delivery, you provide PRS with written notice of any alleged damage, shortfall and/or missing products (as the case may be) providing full details of any alleged defect, damage or shortage to the product(s). PRS shall have no liability to you whatsoever in respect of claims for missing or other shortage in delivery, defects or other damage to any product(s) that would have been apparent on reasonable inspection at the time of delivery if you fail to provide written notice of any alleged damage, shortfall and/or missing products (as the case may be) within 48 hours of delivery in accordance with this clause. Nothing in these Terms shall limit or otherwise affect the validity of the manufacturer’s warranty (if any) that is provided with the product(s) (see further the section headed “Warranty” below).
Where multiple items for Home Delivery are included in an order, PRS may deliver them to you in separate instalments.
Notwithstanding delivery (including deemed delivery), ownership in the product(s) shall remain with PRS unless and until PRS has received payment in full for the product(s).
PRS/its delivery service provider can only deliver products ordered with Consumer Finance to the home address of the applicant used when applying for such Consumer Finance as an absolute condition of the underlying Consumer Finance provider and to safeguard against fraudulent applications.
Returns
PRS wants you to be completely satisfied with your purchase. If for any reason you are not happy, PRS will exchange or refund the purchase price paid within 14 days of your date of original purchase, subject to the following conditions:
Products purchased in a Samsung Experience Store (except for TVs, Monitors or Domestic Appliances or any other products delivered by Home Delivery):
- A full refund of the purchase price paid by you will not be provided, if:
- you have broken the seal on the product packaging; PRS cannot accept returns of any product purchased in Store where the seal on the product’s packaging is broken;
- the product is not returned in an as new condition with all original packaging, accessories, and any free of charge products that were supplied with the product when it was purchased from PRS;
- the product contains personal data and/or has been registered to a user; and/or
- the product is returned damaged.
Refunds can only be made to your original payment method used at the time of purchasing the product.
TVs, Monitors or Domestic Appliances (or any other products delivered by Home Delivery) or any products purchased through PRS’ Contact Centre:
- A full refund of the purchase price paid by you will not be provided, if:
- you have handled the product more than if you were reviewing it in a retail store before purchase; for example, you will not be entitled to a refund if you have registered the product to a user, downloaded any data to it, installed the product, connected the product to services such as water or gas, or inputted any data, or installed software;
- the product is not returned in an as new condition with all original packaging, accessories, and any free of charge products supplied with the product when it was purchased from PRS;
- the product contains personal data and/or has been registered to a user; and/or
- the product is returned damaged.
Refunds can only be made to your original payment method used at the time of purchasing the product.
Faulty Items:
In the unlikely event a product PRS sells is faulty or otherwise defective, please return it to any PRS Samsung Experience Stores, where the product will be assessed and, subject to the alleged fault being proven or otherwise replicated, PRS will assist in arranging a repair, replacement, or refund in line with your statutory rights and these Terms. To return TVs, Monitors, or Domestic Appliances, or any other items purchased and delivered to you via PRS’ Home Delivery Service, please call 0333 344 1916 (see the section headed “Home Delivery Returns” below).
Faults/defects to the extent caused by neglect, misuse, accident, damage or excess wear and tear, or which otherwise fall outside the terms of the product’s warranty, cannot be returned and will not be covered under the relevant manufacturer’s warranty and therefore qualify for refund, repair or replacement. In relation to such faults, PRS may, however, be able to provide a repair service at additional cost to you. You can inquire about PRS’ repair service(s) in Store or via PRS Customer Services Team by contacting PRS by email at: samsungexperiencestores@prs-and.com or by calling: 0333 344 1916.
No refund, repair or exchange will be processed until the returned product(s) has been confirmed by PRS to be faulty/defective and the product falls within the terms of its product warranty. PRS reserves the right to charge you for any costs or other liabilities incurred by it where a product is returned as faulty/defective but subsequently confirmed by PRS as not faulty/defective or it otherwise falls outside the applicable product warranty.
Your sole remedy in respect of any claim for defective or damaged products (including products delivered via the Home Delivery service) will be (at PRS’ sole discretion): (i) repair or replacement of the defective product; or (ii) a maximum refund of the price paid by you for the product. Any replacement product shall be as nearly as possible identical with the product being replaced and if not shall be at least of equal quality. Nothing in these Terms affect your legal rights nor does PRS seek to exclude or limit its liability for death, personal injury or otherwise to such extent as it would be unlawful for it to do so.
Home Delivery Returns:
Damaged Products:
If your product has any damage or other defect that is/would have been apparent upon reasonable inspection at the time of delivery/attempted delivery:
- conditional upon you notifying PRS within 48 hours of delivery or attempted delivery of the product (as applicable) and, subject to the return of the product to PRS and PRS verifying the alleged damage or other defect, PRS will attempt to repair, replace the product or refund you the amount paid for the product;
- if you notify PRS at any time after 48 hours have passed since delivery or attempted delivery of the product (as applicable), subject to the return of the product to PRS and PRS verifying the alleged damage or other defect, PRS will attempt to resolve your complaint but may refuse to repair, replace or collect/refund the product, if it considers (in its sole discretion acting reasonably and in good faith) that the defect or other damage to the product was caused after delivery or which is otherwise caused by neglect, misuse, accident, damage or excess wear and tear, or which otherwise fall outside the terms of the product’s warranty.
If your product has any damage or other defect that could not have been discovered from reasonable inspection of the product at the time of delivery, you must contact PRS to report the damage, upon PRS’ receipt of the Product, and conditional upon PRS verifying and/or replicating the alleged damage/defect (as the case may be), PRS will either repair or replace the product, or if PRS is unable to repair or replace the product within a reasonable period of time, PRS will refund to you the original purchase price of the product paid by you, provided always that PRS may refuse to repair or replace any product or provide a refund if:
- you do not report the damage to PRS within 90 days of delivery/attempted delivery (if earlier);
- you do not report the damage within 28 days of the discovery of the damage; and/or
- there is evidence that the damage was caused after delivery or was otherwise caused by neglect, misuse, accident, damage or excess wear and tear, or otherwise falls outside the terms of the product’s warranty.
Defective Products:
Please contact PRS as soon as possible if you believe your product is defective.
If a product develops a fault after 28 days of delivery, you may request a refund, repair (if possible) or exchange from PRS provided that you notify PRS of the fault or problem within 28 days of the date of the delivery or attempted delivery (if earlier).
If a product develops a fault after 28 days of delivery, then you should rely on the terms of any manufacturer guarantee or warranty that is supplied with the product; this is because the original product manufacturer will need to verify the fault and confirm that it has not otherwise been caused by neglect, misuse, accident, damage or excess wear and tear, or anything else which falls outside the terms of the product’s warranty. Such repairs will often be carried out by PRS or the manufacturer’s own authorised repair/service teams to ensure that your product is repaired by skilled and qualified persons.
All products returned as faulty, incorrect or otherwise defective will be checked to verify the fault/defect and if the alleged fault/defect is not verified, replicated, accepted or otherwise proven PRS may: (a) return the product to you and charge you for the cost of returning the product; or (b) if PRS has already sent you a replacement product, charge you for the reasonable costs of collecting the original product, delivering the replacement product to you and for any reduction in value of the original product returned.
No refund, repair or exchange will be processed until the returned product(s) has been confirmed and accepted by PRS to be faulty/defective.
How to Return a Product:
To return a Product to PRS you can simply visit one of the Stores or contact PRS’ Customer Services Team by email at: samsungexperiencestores@prs-and.com or by calling: 0333 344 1916.
Your legal rights are not affected by the returns policy as set out in these Terms.
Warranty
All products sold by PRS, where new, are sold with the benefit of and subject to the terms set out in any manufacturer/supplier warranty or guarantee applying to the product. This is in addition to your legal rights.
To obtain warranty advice/service for defective products, please follow the instructions included in the manufacturer’s warranty/guarantee or speak to a PRS colleague in Store or by email at: samsungexperiencestores@prs-and.com or by calling: 0333 344 1916.
PRS’ Liability to You
If you are a business customer, PRS will not be liable to you for:
- any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- any loss of goodwill or reputation; or
- any loss or corruption of data, information or software; or
- any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under these Terms.
If you are a consumer, PRS will not be liable for:
- any loss or damage caused by PRS in circumstances where;
- there is no breach of a legal duty of care owed to you by PRS; and/or
- such loss or damage is not reasonably foreseeable;
- any loss or damage caused wholly or mainly by your breach of these Terms; or
- any loss or damage relating to any business of a consumer, including loss of profit, loss of data, loss of business, loss of business opportunity or business interruption.
To the fullest extent permissible under applicable law, PRS disclaims any and all warranties of any kind, whether express or implied, in relation to the products and services it sells/supplies.
In no event shall PRS’ aggregate liability arising out of or related to these Terms and/or its agreement with you, whether arising out of or related to breach of contract, tort (including negligence) or otherwise, exceed the amounts paid by you for the products sold by PRS.
PRS does not exclude nor limit its liability to you to the extent it would be unlawful to do so. For such purposes, PRS does not exclude or limit in any way its liability for death or personal injury caused by PRS’ negligence or fraud.
Consumer Finance
If you are a consumer and you choose to obtain consumer finance to purchase products from PRS the terms in this section will also apply.
PRS is authorised and regulated by the Financial Conduct Authority (FCA FRN 771509) and acts as a credit intermediary and not a lender, offering credit products provided by a limited number of finance providers (“Lenders”), including:
Glow Financial Services Limited (CRN: 09127663) with registered office at 71 Queen Victoria Street, London, ECV 4BE, United Kingdom (“Glow”). Glow is authorised by the Financial Conduct Authority (Firm Reference Number: 751308). Glow’s regulated business activities in the United States of America are conducted via Glow Financial Services Inc. c/o National Registered Agents 160 Greentree Drive, Suite 101, Dover, Delaware 19904 and having its principal place of business at Glow Financial Services Inc c/o WeWork Brickell City Centre, Suite 500, 78 SW 7th St, Miami, FL33130, United States.
Klarna Financial Services UK Ltd is authorised and regulated by the Financial Conduct Authority (“FCA”) for carrying out regulated consumer credit activities (firm reference number 987889), and for the provision of payment services under the Payment Services Regulations 2017 (firm reference number 987816). Klarna Financial Services UK Ltd offers both regulated and unregulated products. Klarna’s Pay in 3 instalments and Pay in 30 days agreements are not regulated by the FCA. Incorporated in England (company number 14290857), with its registered office at 10 York Road, London, SE1 7ND
Finance is only available to permanent UK residents aged 18+, subject to status, and Glow’s applicable consumer finance terms and conditions as notified to you.
Some products may not be available to purchase through consumer finance. PRS reserves the right at its sole discretion at any time to withdraw or amend any products that are eligible for consumer finance.
If you would like to apply for consumer finance, you must complete the relevant consumer finance provider’s application form supplied to you. PRS will take your details (including credit or debit card details) and any documents (such as ID documents)/information required to submit your application to the relevant consumer finance provider. If your application is approved, you will be asked to sign the credit agreement with the relevant consumer finance provider. Following completion, you will receive an email from the consumer finance provider with a link to download a copy of your credit agreement for your records.
Acceptance of an application for consumer finance is at the sole discretion of the consumer finance provider, who may vary their terms and acceptance conditions from time to time.
The consumer finance provider will undertake credit checking in order to decide whether to accept your application for consumer finance; you will need to provide certain information to the consumer finance provider for this process to be completed.
The consumer finance provider’s decision on consumer finance applications is usually made within minutes, however, if you submit your application outside of normal business hours, then you will likely receive a response the next working day. The consumer finance provider has the right to delay any decision to offer consumer finance pending further review and ask further questions or for more information.
If your application is rejected, PRS is not able to confirm the reason for this. Applications are usually declined due to one, or a combination of reasons, some examples can be found below:
- your credit score (note that every finance company will score you differently);
- adverse credit reference agency information;
- you are considered to be overcommitted in terms of your proposed borrowing;
- you are aged under 21; or
- your existing account performance with other lenders.
Please contact the relevant consumer finance provider if you have any questions in relation to your application.
Some of the information accessed by the consumer finance provider is public information, for example electoral roll, County Court Judgments and bankruptcies. Consumer finance providers may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Please contact the relevant consumer finance provider if you have any questions about the information they will require for the application.
Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.
You can contact the following companies to find out more about your credit score, credit decisions and the information about you that is held by credit reference agencies:
- Experian Ltd
- Equifax Ltd
BE AWARE
You are solely responsible for deciding whether to apply for consumer finance having regard to your own circumstances. You should not take out any consumer finance or use any pay by instalments option if there is any risk that you cannot afford to make the purchase and/or you will be unable to keep up with and make any payments on time and in full.
You must be aware of the risk of penalties, additional interest payments or other costs in the event that you fail to keep up with any repayments or otherwise breach the terms of a consumer finance agreement.
PRS Services
If you are purchasing services from PRS (such as repair services) please refer to the separate terms and conditions that apply to such services; where they do apply, they will apply in addition to these Terms. If these Terms conflict with the terms and conditions applicable to any such service, the terms in relation to the applicable service shall take precedence.
Samsung Care+
If you purchase Samsung Care+ (or any other care or insurance plan/package provided by Samsung or any other person) you are placing an order with, and purchasing directly from, Samsung/that other product/service provider and you must refer to the applicable terms and conditions that apply to such care or insurance plan/package as notified to you. PRS shall not be responsible for, nor will PRS have any liability towards you in relation to, Samsung Care+ (or any other care or insurance plan/package provided by Samsung or any other person).
Data Protection
For information on how PRS collects and uses your personal information, see PRS’ Privacy Policy (available at: https://www.prs-and.com/privacy-policy/).
Complaints
PRS value its customers very highly. In the event you have a complaint or other issue regarding a product or service purchased from PRS, please speak to a PRS colleague in Store or by email at: samsungexperiencestores@prs-and.com or by calling: 0333 344 1916.
Contact Us
If you have any questions relating to these Terms or any of PRS’ products or services please contact PRS by email at samsungexperiencestores@prs-and.com or by calling: 0333 344 1916, or by post at: Partner Retail Services Limited, Network House, Third Avenue, Globe Park, Marlow, Buckinghamshire, SL7 1EY.
Other important terms
PRS may transfer any of its rights and obligations under a contract with you to another organisation, but this will not affect your rights or PRS’ obligations under these Terms.
Each contract is between you and PRS. No other person shall have any rights to enforce any of its terms except as expressly set out in these Terms.
These Terms (together with any applicable additional terms set out below) and any document expressly referred to in them constitute the whole agreement between you and PRS. You agree that you have not relied on any statement, promise or representation made or given by or on behalf of PRS which is not set out in these Terms or any document expressly referred to in these Terms.
If any provision of these Terms shall be deemed unlawful, void or unenforceable, then you agree that provision shall be deemed to be severed from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.
Your statutory rights are not affected by these Terms.
These Terms (including non contractual matters arising in relation to the same) are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.