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FAQ's

How much will delivery cost?

Delivery & Administration Charges (Great Britain Pounds, excluding VAT)

Delivery destinationOne ItemAdditional charge per extra itemExample
UK £3.00 £1.00 3 items = £3.00 + £2.00 = £5.00
Europe £8.50 £1.00 3 items = £8.50 + £2.00 = £10.50
Rest of World £10.00 £1.00 3 items = £10.00 + £2.00 = £12.00

If you wish to make a bulk purchase please contact Lucid prior to order to discuss delivery options

Can I specify a date/time for my delivery?

Goods destined for UK and Eire customers are normally shipped within 7 days of receipt of order but please allow up to 28 days. Unfortunately, we cannot specify the exact timing of your deliveryIf you have any special instructions, i.e. you would like delivery after a certain date, or for a particular persons attention please enter the details in the special instruction box at the checkout

Customers outside UK/Eire please allow up to 28 days in case of delays caused by pre-payment issues or local postal and/or customs conditions in your country.

I have ordered the wrong item(s) and wish to cancel?

Please contact us as soon as possible after placing your order with your order reference and date of order. You can telephone +44 (0)1482 882121, Fax +44 (0)1482 882911 or e-mail  info@lucid-research.com If possible we will stop the order before despatch and notify you accordingly. If the item(s) have already been despatched please refer to unwanted items in our returns policy.

You have the prices in GBP (Great Briain Pounds)can I pay in other currencies?

All payments by cheque must be in UK pounds sterling (GBP) drawn on a UK bank. Lucid reserves its rights to recover bank charges that may be levied if a cheque is not made in this manner.
Credit card payments although processed by us in GBP (Great Britain Pounds) will be converted by your credit card company into your local currency at whatever is the current exchange rate.
If you would like to check the current conversion rates you can do this at www.xe.com/ucc/ (please note this is for guidance purposes only and actual rates may vary

I live in an EC country outside the UK, will I have to pay VAT?

Purchases for delivery to any country within the EC will be charged VAT unless you can provide a valid VAT number or exemption certificate. If you are in an EC Country but eligible for VAT exemption you will need to contact Lucid directly by telephone, fax or e-mail to place your order.

I live outside the EC and the items are to be delivered to this address, do I pay VAT?

Countries outside of the EC are exempt from VAT at time of purchase but may be liable for import tax on delivery to certain countries. If you are unsure about the import tax rules for your country please contact your customs and excise office.

For further information see the HMRC website www.hmrc.gov.uk

I live outside the EC but the items are to be delivered to a country within the EC, do I pay VAT?

If you are outside of the EC but wish to have the goods delivered to a country within the EC you will be charged VAT unless you can provide a valid VAT number or exemption certificate for the delivery destination.

For further information see the HMRC website www.hmrc.gov.uk

My order hasn't arrived

Goods destined for UK and Eire customers are normally shipped within 7 days of receipt of order but please allow up to 28 days.
Customers outside UK/Eire please allow up to 28 days in case of delays caused by pre-payment issues or local postal and/or customs conditions in your country.
If your order has exceeded this timescale or you would like to confirm despatch of your order please contact us with your order reference and date of order on: +44 (0)1482 882121 or e-mail  info@lucid-research.com.

I have ordered the wrong item(s) and it has been delivered.


Before returning any item please contact us on +44 (0)1482 882121 or e-mail  info@lucid-research.com to arrange return.

You are responsible for returning goods to us and we recommend that you send all items back to us via some form of registered delivery so that we have to sign for it. This means that if your parcel is lost in the post then you will be able to claim from the carrier who posted your parcel for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then Lucid Research will accept no responsibility if the parcel is lost or damaged.

Please enclose a COPY OF THE INVOICE and a covering letter explaining what the problem is and whether you would like a refund or a replacement. A copy of the e-mail confirmation is not sufficient and does not count as a proof of purchase. If you do not include all of the necessary paperwork then the refund or replacement of your goods maybe delayed or not be completed.

We will only refund postage if the return is a result of our error.

We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.

For purchases made by credit or debit cards, a refund can only be made to the purchasing card.

The wrong item(s) has been delivered.

As soon as you find out we've sent you an incorrect item, please contact us on +44 (0)1482 882121 or e-mail  info@lucid-research.com and we will arrange the return of the incorrect item and replace it with the item you ordered.

Returned items must be accompanied by a copy of the invoice and a covering letter. Lucid Research Ltd do not offer a sale or return policy. If you are unsure which software would best suit your needs we recommend that you request our fully interactive Demo Disk or download the demo programs from our website.

The item(s) was delivered damaged.

If you take delivery of a damaged item, you can return the item to us within 14 days of invoice for exchange. Please contact us on +44 (0)1482 882121 or e-mail  info@lucid-research.com to arrange this.

When returning please enclose a COPY OF THE INVOICE and a covering letter with the item.

You are responsible for returning goods to us and we recommend that you send all items back to us via some form of registered delivery so that we have to sign for it. This means that if your parcel is lost in the post then you will be able to claim from the carrier who posted your parcel for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then Lucid Research will accept no responsibility if the parcel is lost or damaged.

I am not sure if I purchased my item(s) through Lucid or a distributor, how can I check?

If you are unsure whether you purchased an item(s) directly from Lucid or through one of our distributors, please check your original invoice (bill) to see from whom you purchased it. You will then need to contact that company. If you cannot locate your invoice then you can contact us at Lucid on +44 (0)1482 882121 or e-mail  info@lucid-research.com. Before contacting us, please ensure you have your current serial number to hand.

I have purchased an item(s) from a distributor but I want to return it

If for any reason you wish to return an item you have purchased through a distributor, please contact the distributor directly with your purchase details.Please note that this in no way affects your statutory rights. If you are experiencing technical difficulties with the software please contact the company from whom you purchased the item(s). If they are unable to help you then contact our technical department for advice at  technical@lucid-research.com or telephone +44 (0)1482 882121 Before contacting us, please ensure you have your current serial number to hand.

I am experienceing technical difficulties with the software I purchased from a distributor

If you are experiencing technical difficulties with the software please contact the company from whom you purchased the item(s). If they are unable to help you then contact our technical department for advice at  technical@lucid-research.com or telephone +44 (0)1482 882121 Before contacting us, please ensure you have your current serial number to hand.

I have broken/lost the CD

If you damage the disk within your licence period, replacements are available for a small fee.

The damaged disk must be returned to us before a replacement will be sent.

Please enclose a covering letter explaining what the problem is. If you do not include all of the necessary paperwork then the replacement of your goods maybe delayed or not completed.

I am experiencing technical difficulties.

If you have problems running the software after it has been installed from the disk, please look at the support pages on our website. If this doesn't provide a solution then please contact our technical help desk  technical@lucid-research.com or telephone: +44 (0)1482 882121 for assistance as they may be able to rectify the problem for you.  In the event that the disk is faulty it can be returned to us and a replacement will be issued or a software update may be supplied where necessary.

When returning a disk please enclose a covering letter explaining what the problem is and a copy of the invoice. If you do not include all of the necessary paperwork then the replacement of your goods maybe delayed or not completed.

If the disk shows signs of damage caused by incorrect or improper use a replacement will only be issued at our discretion.

For any other queries please contact us on: +44 (0)1482 882121 or e-mail info@lucid-research.com


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