The Retail Factorythe one-stop-shop for all your retail and office supplies
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Mon - Fri 9am - 5pm

The Retail Factory can supply all your new shop fixtures and fittings in one delivery with a range of 5,000 products at great prices ! Please request our NEW catalogue now !!

  

FAQs


Payment | Delivery | Compatibles | About Us | Ordering | Shopping help | Returns | Prices | Policies | Contact Us | Reward Scheme| Product Review Guidelines

Payment


What type of payment do you accept?
Is my payment information secure?
Can I pay by credit account?
Why have I received an invoice when I paid by by credit card?
Why have I received a credit note when I paid by credit card?
Why have I received a credit note when I paid by credit account?
I have a business account and have an invoice to pay, how can I pay it?
Can I have a paper invoice sent to me?

What type of payment do you accept?

We accept all major credit and debit cards including Visa, Mastercard, Switch/Maestro & American Express. We also accept payment by cheque or BACS if you have a credit account with us.
Click here to apply for a credit account.

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Is my payment information secure?

100 per cent. Your credit card payment details are completely protected during transport over the Internet so that no one can access your card information apart from the bank during authorisation.

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Can I pay by credit account?

All UK-based businesses have the option of a credit account, subject to acceptance. The advantages of paying by credit account include:
  • 30 days to pay your invoice
  • Less time spent placing your order
  • Payment by Cheque or BACS
Click here to apply for a credit account.
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Why have I received an invoice when I paid by by credit card?

When paying by credit card your order confirmation will include an invoice but this is simply for your own records. No further action is required on your part.

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Why have I received a credit note when I paid by credit card?

We have already applied to refund your credit card for the required amount and the credit note is simply for your own records. No further action is required on your part.

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Why have I received a credit note when I paid by credit account?

We have provided you with a credit note because you have cancelled or returned goods to us.
If the invoice in question is outstanding then the credit note is for your own record and helps you make the correct payment for the invoice.

If you have already paid the invoice then a credit will be made on your account with us.

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I have a business account and have an invoice to pay, how can I pay it?

We accept payment for invoice by cheque, BACS or credit card.
  • Cheque payments:

Please send a cheque made payable to "Barclays Bank," ensuring that you include our customer number (843) on all payments.

Barclays Bank Plc
Customer No 843
Aquila House
Breeds Place
Hastings
East Sussex
TN34 3DG

  • BACS payments:

All credit transfer payments should be made to the following account. Please include our customer number (843) on all payments.

Barclays Bank PLC
Sort Code: 20-37-63
Account: 40146935
Reference: Barclays Bank PLC Customer No 843

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Can I have a paper invoice sent to me?

Of course - just contact your account manager on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page to arrange for an invoice to be sent to you.

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Delivery


How will my order be delivered?
What is the charge for delivery?
Where do you deliver to?
Can you deliver furniture to my 4th Floor office?
When will my delivery arrive?
My delivery arrived damaged, what shall I do?
My delivery came with an item I didn't order, what shall I do?
Where is my delivery?
My delivery has arrived but an item is missing, where is it?

How will my order be delivered?

We use nationwide parcel courier services to offer the fastest delivery possible. All our couriers will require access to deliver your goods and a signature to confirm delivery.

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What is the charge for delivery?

Delivery charges vary depending on the products you purchase and you will be able to see a breakdown of your delivery charge at checkout.

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Where do you deliver to?

We offer deliveries to all UK mainland addresses as well as an extended delivery service to UK offshore addresses (including Northern Ireland, Channel Islands, Isle of Man, Isle of Wight & Scottish Highlands – an additional cost is incurred for offshore deliveries) If you need to arrange a delivery to a location which isn't included above please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can make the necessary arrangements.

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Can you deliver furniture to my 4th Floor office?

Our standard courier service can only deliver furniture and bulky items to a ground floor location, however we would be happy to organise any special requirements for you. Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page to make the necessary arrangements.

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When will my delivery arrive?

Delivery times vary depending on the products you order and details of the delivery lead times are shown on the product information pages. Please be aware some deliveries may arrive in split shipments as some items are sourced from different warehouses.

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My delivery arrived damaged, what shall I do?

We are sorry that this has happened but don't worry - just give us a call on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

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My delivery came with an item I didn't order, what shall I do?

We are sorry that this has happened but don't worry - just give us a call on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

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Where is my delivery?

We are sorry your delivery has not reached you yet. If part or all of your delivery is overdue please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can look into it for you.

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My delivery has arrived but an item is missing, where is it?

We ask all customers to check the delivery note included with their delivery for errors. If a delivery note includes a product that is missing from the parcel then please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can look into it for you. Please be aware on occasions some deliveries may arrive in split shipments as some items are sourced from different warehouses.

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Compatibles


What is a compatible cartridge?
Do using compatible cartridges affect my printer warranty?
Will I get the same amount of prints from a compatible cartridge?
Why should I buy a compatible cartridge?
Why should I buy a compatible cartridge?

What is a compatible cartridge?

Compatible cartridges are an alternative to the original manufacturer's cartridge. All compatible cartridges are designed to perform as well as if not better than the manufacturer's original.

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Do using compatible cartridges affect my printer warranty?

No - it is illegal for manufacturers to void warranty if their toner is not used.

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Will I get the same amount of prints from a compatible cartridge?

Our customers feel that the page-life they get from compatibles is equal to if not sometimes better than originals.

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Why should I buy a compatible cartridge?

Firstly we are able to offer a better price on compatibles. More importantly however is that compatibles are better for the environment as they are made with fewer raw materials than original cartridges.

We believe there is no good reason to use originals over compatibles so if you have not used compatibles before why not give them a chance!

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Why should I buy a compatible cartridge?

We offer compatibles at very competitive prices, and as they are made with fewer raw materials than original cartridges they are also better for the environment.

We believe there is no good reason to use originals over compatibles - if you haven't used them before why not give them a chance?

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About Us


What does The Retail Factory supply?
What customers does The Retail Factory sell to?
Where is The Retail Factory located?
Do you only supply goods online?
Why should I buy from The Retail Factory?
How do I use your website?
Do you have any testimonials from existing customers?

What does The Retail Factory supply?

We supply retail and office products, including paper, pens & printer cartridges and price labels, till rolls and mannequins. You're bound to find the products you need from our massive selection, but if you want a product we don't sell, please let us know.

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What customers does The Retail Factory sell to?

Our customers range from small offices and corner shops to large nationwide retailers and corporations. We understand the importance of getting good business right no matter what size your organisation is and we get satisfaction from helping you save money.

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Where is The Retail Factory located?

Our offices are based in Keighley, West Yorkshire (near Leeds). We have a nationwide distribution network that we use to courier our goods so whether you're in Cornwall or Aberdeen, you'll feel like we're right around the corner!

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Do you only supply goods online?

No - some of our customers prefer to deal with us over the phone. The Retail Factory offers a quick and easy online option but if that isn't your cup of tea don't hesitate to give us a call on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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Why should I buy from The Retail Factory?

Buying from The Retail Factory makes business sense. We offer great prices on popular retail and office supplies but most importantly our customer service is unbeatable. We don't hide our telephone number just because we're an internet company and we're happy for our customers to call us for any reason.
We also offer a fantastic reward scheme that offers our customers something extra as a thank you for choosing us for their supplies.

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How do I use your website?

Buying from our website is simple:

  • Browse the range of products and add the items you want to your basket
  • Once your basket contains everything you need, click the "Checkout" button at the top right of the page
  • Make sure you're logged in
  • Double-check your basket to make sure you have the right products
  • Choose to pay by card or credit account

After placing your order an email confirmation will be sent containing your order details and a copy of your invoice.

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Do you have any testimonials from existing customers?

Yes – click here to see what our customers have said about us.

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Ordering


Is there a cut-off time for ordering?
How do I place an order?
Can I order over the phone or by fax?
How do I pay for my order?
How do I know when my order is being delivered?
How do I use my shopping basket?
How do I use the stationery cupboard?
How do I cancel my order?
How do I open a credit account?
My voucher codes didn't work, what shall I do?
Do I have to be registered to buy?
Do I have to be a business to buy?

Is there a cut-off time for ordering?

All orders placed with us before 5pm will be actioned on the same day so that you get your delivery as soon as possible. Any orders received after 5pm on a working day or on a weekend will be actioned the following working day.

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How do I place an order?

You can order online using your shopping basket or over the phone between 9:30 am - 5:30 pm Mon - Sun. If a call is received outside these times or we're busy, please leave a message or try again later.
We welcome orders sent by fax but ask that customers call us beforehand so that we process the order as soon as possible.

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Can I order over the phone or by fax?

Yes, whilst we are online we know that sometimes it can be easier to speak to someone or send a purchase order by fax so that is why our team are available to take any orders by phone or fax.

We welcome orders sent by Fax but ask that customers call us before sending an order by fax so that we can look to expect it and process the order as soon as possible.

Call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm)
Fax us on 08717 143275

We are available to take all calls between 9:00am – 5:30pm (Mon-Fri) and if a call is received out of this time or we are busy, please leave a message or try again later.

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How do I pay for my order?

We accept all major credit and debit cards including Visa, Mastercard, Switch/Maestro & American Express. We also accept payment by cheque or BACS if you have a credit account with us. Click here to apply for a credit account.

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How do I know when my order is being delivered?

Once an order has been placed we will send you an email to let you know how long delivery should take. If for any reason you are still waiting for all or part of your delivery after this time, don't hesitate to call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

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How do I use my shopping basket?

Your shopping basket is the place you keep the items you have chosen to buy. Your products stay in the shopping basket until you decide you are finished shopping and want to checkout.

When you check out, the products in your shopping basket are confirmed and paid for and the delivery of your order is arranged.

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How do I use the stationery cupboard?

Each customer has their own stationery cupboard which lets you keep a note of the products you buy on a regular basis. The biggest benefit for you is that you can log in to your account, pick items quickly from your stationery cupboard and order them with no fuss.

If you always buy a certain type of paper, envelope, pen or toner, just open your stationery cupboard and easily add them to your order rather than browse for them every time you shop with us.

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How do I cancel my order?

If your item has been shipped or possibly already delivered then you would need to arrange a return. Just call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

If the item you need to cancel is on backorder then please get in touch on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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How do I open a credit account?

We offer the option of a credit account for all UK-based businesses, subject to acceptance. The advantages of paying by credit account include:

  • 30 days to pay your invoice
  • Less time spent placing your order
  • Payment by Cheque or BACS

Click here to apply for a credit account.

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My voucher codes didn't work, what shall I do?

Voucher codes are special discounts that apply to certain products or during a certain time. If your voucher code isn't working it could be that you are missing the relevant product from your order or the code has expired.
If a voucher code isn't working then a message should appear to let you know why. If this doesn't help please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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Do I have to be registered to buy?

No, we offer the option for any customer to place an order using "Quick Buy" which takes you through checkout without asking lots of detailed questions or requiring log in details.
To use Quick Buy you will still have to provide a few details but these are only used to process your order.
We encourage all of our customers to register so that they can buy from us again without needing to enter any more details.
To register with us please click here.

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Do I have to be a business to buy?

Not at all. Our products are aimed at saving businesses money but we welcome orders from non-business customers as well.

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Shopping help

What is the stationery cupboard?
How do I search for products?
How do I search for ink or toner cartridges?
How do I search for till rolls?
How do I search for EPOS & Scanner equipment?

What is the stationery cupboard?

As a Retail Factory customer you have your own stationery cupboard which lets you keep a note of the products you buy on a regular basis. The biggest benefit for you is that you can login to your account, pick items quickly from your stationery cupboard and order them with no fuss.
If you always buy a certain type of paper, for example, look in your stationery cupboard and easily add it to your order rather than have to browse through other products.

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How do I search for products?

Searching for products is very easy and can be done in one of three ways:
  • Use the Search Wizard: We understand that it can be very hard to find certain products, but our Search Wizard is designed to make choosing from particularly large product ranges as easy as possible. So to find the right cartridge, till roll and ink ribbon and EPOS & scanner equipment; simply answer a couple of easy questions about your printer and we'll tell you the right product to buy.
  • Keyword search: If you know some information about the product you are looking for, use our keyword search
  • Search by product category: this enables you to browse through different types of products before picking the one you want.
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How do I search for ink or toner cartridges?

We have created a special Cartridge Wizard to help you find the correct ink or toner cartridge that you need.

We understand that with dozens of different manufacturers, 1000’s of models and many more cartridges it can be very hard to find what you want.

Simply answer 3 questions about your printer (Manufacturer, Type & Model) and we will tell you the right cartridge to buy.

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How do I search for till rolls?

We have created a special Till Roll Wizard to help you find the Till Roll or Ink Ribbon that you need.

We understand that with dozens of different manufacturers with 100’s of models it can be very hard to find what you want.

Simply answer 2 questions about your printer (Manufacturer & Model) and we will tell you the correct Till Roll and/or Ink Ribbon to buy.

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How do I search for EPOS & Scanner equipment?

We have created a special EPOS Wizard to help you find the EPOS equipment that you need.

We understand that with dozens of different manufacturers with 100’s of models it can be very hard to find what you want.

Simply answer 2 questions about your printer (Manufacturer & Model) and we will tell you the correct EPOS equipment to buy.

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Returns


I wish to return a product I ordered by mistake, what shall I do?
I wish to return a product that is faulty, what shall I do?
How will my return be collected?
My delivery came with an item I didn't order, what shall I do?

I wish to return a product I ordered by mistake, what shall I do?

If you order the wrong product and you contact us within 7 days of receiving the goods then we will gladly pickup the goods and give you a full refund, exclusions apply*.

Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our contact us page if you wish to arrange a return.

If 7 days have passed and you still wish to return a product we may accept a return but we do so at our discretion. All returns after this time will be subject to a 25% restocking charge. Any refunds accepted after 7 days must be unopened and in re-sellable condition.
Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.

*excluded ranges include Shop Supplies, Smoking Ban Products, Shop Fittings, Printed Products, Labels & Tags, EPOS & Scanners. For these lines a refund will be given minus 25% re-stocking fee.

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I wish to return a product that is faulty, what shall I do?

We’re sorry that your product isn’t working and will gladly arrange a return for you. We fully test all products that are returned and if a product is found not to be at fault we reserve the right to refuse a credit and charge for collection if necessary. Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.

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How will my return be collected?

Once we have agreed a return we will arrange for our courier to collect the items and we will call you to discuss further instructions.

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My delivery came with an item I didn't order, what shall I do?

We're sorry about that and will gladly arrange a return for the item in question.
Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.

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Prices


I have a lower price from another company, can you beat it?
Do your prices include or exclude VAT?
How long do your prices stay the same for?
Will I get a better price if I order more at a time?
I am interested in the price of a printed product, what shall I do?
Do you offer product samples?
Something is priced or spelt wrong on your website.

I have a lower price from another company, can you beat it?

We offer a lowest price guarantee on all of our products which states that if you can find a better price, subject to conditions, we will beat it. Click here to take advantage of this guarantee.

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Do your prices include or exclude VAT?

All of our prices are available to view with VAT included or excluded as you wish. At checkout we will always tell you the amount of VAT that is charged on the order.

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How long do your prices stay the same for?

We adjust prices on a weekly basis to allow for cost of supply and market trends. Prices will go up and down our prices will hold a lowest price guarantee to make sure they are always the best around.

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Will I get a better price if I order more at a time?

Yes - our supply costs drop the more that we sell and we always pass these savings on to our customers. If you are interested in a quote for a bulk order, please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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I am interested in the price of a printed product, what shall I do?

Just call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page to arrange a quotation. All of our bespoke printed products are customized for each customer and prices can vary.

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Do you offer product samples?

We offer samples on a wide range of our products and are happy to send samples for customers to try. Please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can arrange a sample to be sent to you.

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Something is priced or spelt wrong on your website.

We are sorry about that - if you spot any errors on our website please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can correct it.

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Policies


What policies do you have on your website?
What are Terms & Conditions?
What is the Privacy Policy?
What is the Returns Policy?
What is the Delivery Policy?

What policies do you have on your website?

Our website has some important information that we ask all customers to take a look at before ordering from us. Our key online policies are: << back to Policies FAQs | << back to top

What are Terms & Conditions?

Our Terms & Conditions are the rules that we conform to and ask our customers to agree to before buying with us. Each order placed with us forms a legally binding contract and in our Terms & Conditions  we detail what we offer and expect for how we handle your business.

We require that all customers agree to our Terms & Conditions before buying from us.

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What is the Privacy Policy?

Our Privacy Policy lets you know how we handle the information you give us. From entering our website information is exchanged and we are legally responsible to protect all information you give to us.

We request that all customers read our Privacy Policy and agree to the methods we use to handle your information in our Privacy Policy before buying from us.

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What is the Returns Policy?

Our Returns Policy lets you know how you can return any product to us if you need to.

We request that all customers read our Returns Policy and agree to the ways you can return goods to us in our Returns Policy before buying from us.

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What is the Delivery Policy?

Our Delivery Policy lets you know how your goods will reach you, how long they should take and what our delivery charges are.

We request that all customers read our Delivery Policy and agree to our methods of delivery in our Delivery Policy before buying from us.

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Contact Us


How can I contact you?
Are you a big call centre?
What number can I use to call you?
What should I do if I have a complaint or feedback?
What email address can I send an email to?
I have something to post to your office, where can I send it?
If I call by telephone, what time is your office open?

How can I contact you?

Unlike many online sites, The Retail Factory is a bricks and mortar business supplying both online and offline customers. Whilst we hope our website offers you the best ordering solution, we don't hide our phone number from you if you have a question; it's right on our front page.
If you wish to contact us please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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Are you a big call centre?

When you come through to The Retail Factory you will speak with an experienced account manager in our offices rather than a customer services agent.
We recognize that many online companies dislike taking telephone calls but we welcome them - please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) .

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What number can I use to call you?

Our contact number is 0800 022 3237 and we are available on this number between 9:30 am – 5:30 pm (7 days a week).

If you call outside these hours or we are busy, please leave a message so that we can get back to you or call us again later.

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What should I do if I have a complaint or feedback?

We take every opportunity to welcome all feedback - please call us on 0800 022 3237 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

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What email address can I send an email to?

If you need to email us you can reach us on csd@theretailfactory.co.uk

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I have something to post to your office, where can I send it?

If you need to send something in the post you can send it to:

The Retail Factory
2nd Floor, Dalton Mills
Dalton Lane
Keighley
BD21 4JH

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If I call by telephone, what time is your office open?

We are available on the phone between 9:30 am – 5:30 pm (Monday – Sunday).

If you need to contact us outside these hours please leave a message on our voicemail or call again later.

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Reward Scheme

What is your reward scheme?

What is your reward scheme?

Just as the name says, we reward repeat custom with gifts for you and your business.
We think our price, product range and service are unbeatable but with so much choice online, our rewards are a "Thank You" for continuing to choose The Retail Factory.
For every £5 spent with us earns you 1 point and these points can be saved up to be spent on our full catalogue of rewards. << back to Reward Scheme FAQs | << back to top


Product Review Guidelines

Product Review Terms and Guidelines

At The Retail Factory we welcome product reviews from customers or individuals who have bought or used the products we sell. We always check reviews for suitability so please ensure your reviews do not contain any language or information which others may deem offensive or that might cause violation of any intellectual property rights or be seen as defamatory, illegal or obscene.

The content of the review you submit needs to be your own and should be an accurate reflection of your experience of that product. By submitting a review you agree to indemnify The Retail Factory from any claims resulting from the content of your review.

By submitting a review you are agreeing to these terms. Your review will be treated as non-confidential and non-proprietary and by submitting a review give The Retail Factory the right to use, re-produce or modify the review or to contact you regarding the review on the email address you provide.


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© The Retail Factory 2009