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Conditions générales

This page (and any other documents that are referred to on it) contains the Terms and Conditions on which we supply any of the products listed on our website https://www.merch-music.com.

Please read these Terms and Conditions carefully before ordering any products from our website. You should be aware that by ordering any of our products, you agree to be bound by these Terms and Conditions. If you have any questions or feel unsure about any of the content please contact Customer Service before placing an order. Print the Terms (using the PDF option) and keep a copy of them for your reference.

We have written these T&C’s with the consumer in mind and have tried to make them as easy to understand as possible. To further enhance your understanding of the terms we have listed some words that are widely used throughout the document.

Here’s the terminology: - Contract - means any purchase of items from our site between us and you for which these T&C’s are used for. - Conditions - means the standard T&C’s of the sale, including the Returns Policy and any special terms and conditions confirmed in writing by us. - Goods - means the products or services which we have sold to you in accordance with our T&C’s - We – means Merch.Music, and “us” and “our” shall hold the same meaning.

Within these T&C’s we shall use headings to aid your understanding of the document.

If you need to contact us, please contact our Customer Service by email at info@merch-music.com or by telephone at 0121 285 7464. Merch.Music is available by phone between 09:00-17:00.

Any transaction you enter into with us through our website is entered into with Helloprint B.V., our legal entity which owns and operates this website for Merch.Music.

Our official company address is: Helloprint B.V., Schiedamse Vest 89, 3012 BG, Rotterdam, The Netherlands.

About the use of this website and our communication Accessing our website means that you automatically agree to our Terms and Conditions. If you do not agree with them then please do not use our website and leave it. Our website is provided to you for your personal use only.

If you choose to access this website from outside the UK you are responsible for compliance with local laws if and to the extent local laws are applicable.

We have made every effort to display the products as accurately as possible but cannot guarantee that the product images you see displayed on your screen are a totally accurate representation of the actual merchandise due among other reasons to the technical difference in monitors or screens you may use.

By placing an order through our website, you confirm that you are legally capable of entering into binding contracts, that the personal information which you provide when you register as a customer and place an order is true, accurate, current and complete in all aspects, and that you do not impersonate any other person.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represent the full functionality, accuracy, and reliability of the website.

As part of our effort to make further improvements to our services we provide to our customers telephone calls with and by us may be recorded or monitored. We also may monitor incoming and outgoing emails.

Our employees and agents are not authorised to make any representations concerning the goods unless confirmed first by us to you in writing. When placing an order with us you acknowledge that you have not relied on any such representations which are not confirmed.

All specifications, drawings and particulars of weights, sizes and performance issued by us are approximate only.

Making a contract with us
When you place an order with us, you are making an offer to buy goods. After receipt of your order we will send you an order acknowledgment email detailing the products and prices you ordered. If you do not receive such an email within 24hrs of placing your order please contact our Customer Services.

The order acknowledgment email is an acceptance of your order. Acceptance of your order and formation of the contract will only take place once confirmation has been sent. We will send you a despatch confirmation email when the products you have ordered have left our warehouse along with a tracking number to track your order. If your order has not been accepted you will receive an email from us telling you the reasons why.

In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will then not receive an e-mail acknowledging your order and there will be no contract between us. If the goods you order are not available, we may supply you with substitute goods. If you decide not to accept these you will not have to pay to return the goods to us.

Pricing policy
All prices shown in the website are in pounds sterling. Where applicable, price may change from time to time. In case we use a special sale offer price please note that this might be a limited period offer. The price for goods remains the same regardless of the country of delivery.

We take great care in providing you with the right product information and prices. In the unlikely case that an error in pricing appears in goods that you have ordered we will inform you as soon as possible. However we shall be under no obligation to fulfil an order for a product that was shown at an incorrect price. In such a case we will contact you by email.

All prices shown in the website are inclusive of VAT at 20%. Where applicable, VAT is zero-rated based on "Zero rating books and printed matter for VAT (Notice 701/10)". For more information, please set this website.

Delivery charges
A charge will be made to cover postage and packaging on all orders sent to single UK mainland addresses. The delivery charge is not included in the product prices shown.

We also offer international delivery to a number of countries. All orders for international delivery are subject to international terms and conditions. See ‘delivery outside UK’ section.

We accept Visa Debit/Credit, Master card, American Express payments and Bank transfer. We take payment from your card at the time we dispatch your order.

All credit card and debit card holders are subject to validity checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Payments made by credit card will only be debited from the users account after the goods have been shipped. Estimated payment dates will be displayed on the user account.

Description of Products and Availability
If an items sells out we will take it off display as soon as possible. If items that you order should be out of stock, or delayed for any reason, we will try to contact you, or if we receive no response to our e-mail we will continue to process the remaining items of your order.

If an offer is subject to a limited period of availability or is made subject to conditions, this will be explicitly mentioned in the offer.

Shopping, Registering as a Client and Placing an Order
We have tried to make shopping with us as easy as possible, e.g. you can filter by type of product. If you would like to place an order, please first register as a customer with us. You will then be given a unique personal log-in name and password combination by email. Your personal details will be stored behind your log-in name and password and can only be accessed and changed by you. As soon as you have a log-in name and a password, you can place an order. You could select your products before you register, but before you can check out you will need to go through the registration process.

After you have registered, if you wish to place an order, select the goods and choose the colour and size you want, and press “Add to shopping cart" button. When you have finished shopping, click on the "Check-out" button. This starts the payment process. Check your details carefully and enter the address you want your order delivered to.

Once you have placed an order, it will then be confirmed by email. Please check your order and the confirmation thoroughly. It is important that you give a correct and personal email address when you register in order to avoid errors. Please make sure that your SPAM filter does not cause you not getting our messages.

When placing an order you have agreed that these Terms and Conditions apply to such order.

When your order has been shipped we will send you a despatch confirmation by email. This will include a tracking number of your parcel in order to track its progress.

We send the goods that you have ordered through UPS, Royal Mail, DHL or TNT. The place of delivery is deemed to be the shipping/delivery address that you provide in your order.

We aim to process your order within 24 hours. Delivery times to UK mainland addresses is dependent on the product. This will be displayed on the product page.

If you are not at home during the day that will not be a problem: we will deliver your order wherever you want. In this case it is important that you give the right address when placing the order. Please note it's not possible to have your order delivered to a P.O. Box.

If the goods are lost or damaged in transit, please let us know promptly, so that we can make a claim against the carrier. We will offer you the choice of a replacement or a full refund. Please see Returns Policy for further details.

Cancellation and Return Policy
This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty of miss-described.

All orders can be cancelled up until the artwork is approved for production. At this point we can provide a refund for the order should you wish.

Once your artwork is approved for production, no further changes can be made to the order, meaning we will be unable to cancel or amend artwork or product specifications. This is a strict policy due to our automated production process, as orders are accepted into our production run immediately.

Complaints must be registered with us within 15 days of receiving the order. Longer than this may result in the complaint not being upheld or rejected. We need to be able to verify the issue was a result of our production process or courier mishandling, this is why we need the complaint registered as soon as it is received.

All of our products come personalised to our customers’ specification. As a result of which we are unable to accept returns.

Faulty Goods
If there is a problem with the goods please contact us within 15 days to discuss the matter further.

If the goods are found to be faulty upon delivery, you may reject the order and claim a full refund once we have received the order back. If the fault is found later on, or if you delay in making a complaint beyond the 15 days specified, you may not be entitled to a repair or replacement. If the complaint is registered with us within the specified time frame, and a replacement is not available, you may claim a part or full refund of your money back if the complaint is deemed valid.

Please see Returns Process for further details.

No claim for faulty goods can be made if any of the following applies: damage caused deliberately or negligence, improper use or careless maintenance, normal wear and tear, damage caused by not heeding, or incorrectly heeding the user/washing instructions.

Returns Process
For orders delivered to a UK address, if you want to return any faulty products in line with our Return Policy, please contact us at info@merch-music.com. When returning the goods you are required to fill out the Return document that we will have included with your order.

We will re-imburse the amount you paid for your purchase with us to your account within 30 days.

In the event that the wrong product has been sent to you, we will refund the amount you paid for your purchase with us including the original shipping costs. Any costs incurred on your behalf for the return of the wrong item shall also be refunded by us once we have received the goods from you.

Ordering from outside the UK We have a growing number of websites in specific countries from which you can order directly: see our Delivery section for an overview of these countries and the applicable delivery times and charges.

If you order products from our UK website for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. We will not be held liable for any delay in delivery due to parcels being held for inspection by customs.

You are responsible for ensuring that the product you have ordered can be lawfully imported into your desired country. When ordering from us, you are classed as the importer of record and must comply with all laws and regulations of the destination country. We advise you to make any necessary checks in relation to this before placing your order.

We will not be liable for any breach by you of any such laws. You agree that if any liability is incurred by us because of this you will reimburse us for any costs, damages and expenses to us in connection with any such claim.

Payment from outside of the UK may be made by any of the methods indicated on our website. Payment shall be made in the currency relevant to the country of delivery. Please view our Payment Page. The exchange rate will be set by your bank or credit card provider who may also charge you an additional administration fee.

Procedure We do our utmost to provide you with the best information, products and services possible. In the case you do have a complaint or other comment to make please contact us by telephone, email or post at the earliest possibility clearly explaining the feedback you have. We aim to reply within 24hrs.

Data protection, privacy and security For information please see our separate document on Data protection, Privacy and Security.

This website’s content (including text, design, layout, images, and videos) are protected by copyright and are the property of Merch.Music. Any use other than for your own personal and non-commercial use in line with the transactions and communications between you and us is not allowed without our express written permission.

Liability and Indemnity
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Our liability for losses you suffer as a result of us breaking these Terms and Conditions is strictly limited to the purchase price of the product you purchased. Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use of the website.

We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of income or revenue, loss of data, damage or loss of business, loss of profits or contracts, loss of anticipated savings, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable or any other indirect or consequential loss arising out of or in connection with your use of the website (including without limitation, any such loss arising out of or in connection with any order placed on the website, whether or not accepted by us).

You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you. We may terminate your use of the website immediately if we consider that you have breached these Terms and Conditions.

These Terms & Conditions and all matters connected with any order you place on our website are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with, or arising out of, the website or any order you place on the website.

All dealings between us in connection with our T&C’s and each purchase shall be carried on in the English language.

You may not transfer any of your rights or obligations under these Terms to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.

These Terms apply to our information and offer to you, the agreement between us and any related communication. We may change our Terms and Conditions at any time, so please do not assume that the same terms will apply to future orders.

In the event of any of these Terms and Conditions to be invalid or unenforceable the remainder of these Terms and Conditions will remain in place. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by events outside our reasonable control which includes any strikes, civil commotion, terrorist attack or threat of terrorist attack, , fire, explosion, flood, other natural disaster, impossibility of the use of public or private transport, impossibility of the use of public or private telecommunications networks or any acts, decrees, legislation, regulations or restrictions of any government.

If any of these Terms and Conditions are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

These Terms and Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

We each acknowledge that, in entering into a contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such contract except as expressly stated in these terms and conditions.

Partie 2 - Traitement des données à caractère personnel


Les termes suivants utilisés dans le présent contrat de traitement des données ont, sauf si le contexte indique clairement le contraire, la signification indiquée dans la présente clause :

"Contrat" désigne le contrat conclu entre le client et Merch.Music auquel les présentes conditions générales sont applicables, y compris toute modification de celles-ci ;

"Client" désigne la personne avec laquelle Merch.Music a conclu le Contrat ;

"Violation de données" signifie toute violation de la sécurité en rapport avec le traitement des données personnelles dans le cadre du Contrat qui doit être notifiée à l'autorité de protection des données et/ou à la personne concernée comme indiqué dans les articles 33 et 34 GDPR ;

"Contrôleur de données" signifie le contrôleur de données tel que défini dans l'article 4(7) GDPR ;

"Responsable du traitement des données" signifie le responsable du traitement des données tel que défini à l'article 4(8) GDPR ;

"Convention de traitement des données" signifie les articles 3 à 9 de la présente partie 2 - traitement des données personnelles y compris les annexes ci-jointes, qui est qualifiée de convention de traitement des données telle que définie à l'article 28(3) GDPR ;

"GDPR" signifie le Règlement général sur la protection des données (UE) 2016/679 ;

"Données personnelles" signifie toute information relative à une personne physique identifiée ou identifiable, obtenue en relation avec le Contrat, fournie par le Client dans le cadre du Contrat via le site Internet à imprimer au nom du Client ;

"Traitement" ou "Processus" signifie toute opération ou ensemble d'opérations qui sont effectuées sur les Données Personnelles, de manière automatique ou non, comme indiqué à l'article 4 de la GDPR ; et

"Sous-traitant" signifie tout sous-traitant, tel que défini dans la GDPR, engagé par le Responsable du Traitement et tout sous-traitant engagé par le sous-traitant qui accepte de traiter les Données Personnelles au nom du Responsable du Traitement.


Dans la mesure où le client est la personne concernée par les données personnelles que Merch.Music reçoit, Merch.Music est le contrôleur de données pour ces données personnelles. Dans ce cas, la convention de traitement des données n'est pas applicable.

Dans la mesure où le client n'est pas la personne concernée par les données personnelles que Merch.Music reçoit, Merch.Music sera considéré comme le responsable du traitement des données et traitera les données personnelles au nom du client, qui est considéré comme le contrôleur des données, conformément à la convention de traitement des données.


Le responsable du traitement des données doit :

- ne traiter que les données personnelles pour l'exécution du contrat en examinant les données personnelles contenues dans le fichier par réception afin de vérifier le format et la qualité du fichier, d'imprimer le fichier et d'envoyer ces impressions à l'adresse fournie par le client sur le formulaire de commande ;
- face à un remboursement des frais engagés par le contrôleur des données, assister le contrôleur des données dans le respect des obligations prévues aux articles 32, 35 et 36 PIBR en tenant compte de la nature du traitement et des informations dont dispose le responsable du traitement des données ;
- informer le Titulaire, sans délai indu après la découverte, de toute Violation des Données et lui apporter l'assistance raisonnable dont il a besoin pour assurer le respect des obligations prévues aux articles 33 et 34 PIBR ;
- compte tenu de la nature du traitement, assister le Contrôleur des données par des mesures techniques et organisationnelles appropriées, dans la mesure du possible et contre remboursement des frais engagés par le Responsable du traitement, pour l'accomplissement de l'obligation du Contrôleur des données de répondre aux demandes d'exercice des droits de la personne concernée en vertu de la GDPR ; et
- après la résiliation de l'accord, s'assurer que les données personnelles seront détruites dans un délai de 18 mois, ou si le Contrôleur des données donne l'instruction au Responsable du traitement de le faire avant que les données personnelles ne soient détruites, renvoyer les données personnelles au Contrôleur des données.


Le responsable du traitement des données tient compte de la nature du traitement et des informations dont il dispose, et adopte et maintient des mesures techniques et organisationnelles, comme indiqué dans la politique de sécurité de Merch.Music disponible sur Merch.Music.

Le responsable du traitement des données garantit que les mesures techniques et organisationnelles adoptées par le responsable du traitement des données sont appropriées conformément à l'article 32 de la GDPR pour les données personnelles traitées par le responsable du traitement.


Le responsable du traitement est autorisé à engager des sous-traitants dans le cadre de la convention de traitement des données. La liste des sous-traitants est disponible sur Merch.Music.

Le sous-traitant informera le contrôleur des données de tout changement concernant l'ajout ou le remplacement de sous-traitants. Le responsable du traitement des données est autorisé à s'opposer à un tel changement. Si le responsable du traitement ne peut pas engager un autre sous-traitant en cas d'objection, le contrôleur des données est autorisé à résilier le contrat.

Le responsable du traitement des données fera des efforts raisonnables pour imposer à ses sous-traitants des conditions contractuelles qui ne sont pas moins protectrices que celles énoncées dans le présent contrat de traitement des données.


Le responsable du traitement peut transférer des données à caractère personnel vers un pays situé en dehors de l'Espace économique européen (ci-après dénommé "EEE") si :
- le responsable du traitement des données demande au responsable du traitement de transférer les données à caractère personnel en dehors de l'EEE ;
- le responsable du traitement des données est légalement tenu de transférer les données à caractère personnel en dehors de l'EEE ;
- ce pays offre un niveau de protection adéquat conformément à la "liste blanche" de l'UE des pays offrant des normes de protection des données adéquates ; ou
- des clauses types CE sont conclues entre le contrôleur des données et le sous-traitant ou un sous-traitant secondaire, comme indiqué à l'article 46, paragraphe 2, sous-paragraphe c et d de la GDPR ; ou
- le transfert est autorisé sur la base d'un autre motif juridique en vertu des lois applicables et le contrôleur des données a explicitement consenti à un transfert fondé sur ce motif juridique.

Dans le cas où les données à caractère personnel sont transférées à un sous-traitant secondaire situé dans un pays hors de l'EEE et qu'il n'existe pas de clauses types CE, comme indiqué dans la clause [6(1)(d)], qui régit le transfert entre deux sous-traitants, le contrôleur des données donne par la présente instruction et autorise le sous-traitant à donner des instructions au sous-traitant secondaire au nom du contrôleur des données et à conclure des clauses types CE avec le sous-traitant secondaire.


Le responsable du traitement des données garde toutes les données personnelles strictement confidentielles vis-à-vis des tiers et s'assure, avant de divulguer des données personnelles à ses employés, sous-traitants ou employés de sous-traitants, que ces personnes sont liées par les mêmes conditions de confidentialité.

La clause [7(1)] n'est pas applicable dans la mesure où une loi oblige le responsable du traitement à divulguer des données personnelles ou lorsque le responsable du traitement consent à la divulgation de données personnelles ou que la divulgation est nécessaire dans le cadre de l'exécution du contrat avec le responsable du traitement.


À la demande du contrôleur des données, le responsable du traitement des données rendra compte au contrôleur des données de sa conformité avec l'article 28 de la GDPR.
Le responsable du traitement des données doit permettre et contribuer aux audits, y compris les inspections, menés par le contrôleur des données ou un autre auditeur mandaté par ce dernier pour vérifier que le responsable du traitement des données respecte ses obligations en vertu de la présente convention du traitement des données. Les parties fixeront une date pour l'audit en consultation mutuelle. Le contrôleur des données informe le responsable du traitement des données de l'audit au moins trois semaines à l'avance.

Le contrôleur des données couvre ses propres frais ainsi que ceux du responsable du traitement des données en rapport avec l'exécution des obligations prévues par la présente clause [8]. 


Le contrôleur des données garantit que ses instructions au responsable du traitement des données sont légitimes et que les données personnelles fournies sont correctes. Le Contrôleur des données indemnise et tient le Responsable des données à couvert de tous (i) dommages et intérêts ; et (ii) amendes imposées par les régulateurs, qui découlent de ou en relation avec ou en vertu de tout acte ou omission ou de l'exécution des obligations du Responsable des données en vertu du présent Accord sur le traitement des données ou de toute autre législation applicable concernant la protection des données personnelles, y compris la GDPR.