Benchmarking for Competitive Advantage (Financial Times)

Satisfaction guaranteed. Despatch of orders within 4 working days (generally less) of receipt of payment. Our book descriptions and descriptions of condition are opinions only but we believe fall within or exceed established trade norms. Returns accepted only when description of book is found to be in error : full refunds would then be given.

If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.

Information regarding the right of withdrawal

Statutory right to withdraw

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.

To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to Jenhams Books, Dundee, United Kingdom, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

1. The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
2. The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.

Shipping costs are based on packages weighing 2.2 lb, or 1 Kg. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required. If your order is significantly less than 1 Kg. then we may sometimes reduce the p&p rate. To reduce your costs, we are generally happy to combine postage on multiple orders. PLEASE NOTE THAT WE ALWAYS OBTAIN PROOF OF POSTAGE FOR ALL ORDERS.
BUYERS OUTSIDE EUROPEAN ZONE : our 'standard rate' is for surface mail and this is quoted as taking from 56 working days ie. 11 weeks, depending on destination. We have had very few problems with this service, delivery is usually quicker than quoted, but can be prolonged depending on many circumstances. WE DO NOT OFFER ANY REFUND WHATSOEVER FOR LOSS OR DAMAGE USING THIS SERVICE. Our 'priority rate' is for an airmail service, which generally takes 7 to 10 working days depending on destination; normal refunds (to the amount refunded by our postal system after their investigation) would be available in case of loss or damage. Neither of these services offer tracking facilities. If you require a tracking facility, please inform us with your order and we will source a service and cost. Please be aware that this cost is often much greater than the cost of the item being sent.