Shipping and Returns

Self Collection

Goods may be collected from our depot at 730 London Road, West Thurrock, Essex, RM20 3NL by prior arrangement subject to stock levels. For collection orders payment must be made in cleared funds either prior to collection by cheque or bank transfer or during collection by cash. To arrange self collection please contact us on 01708 860 049 or [email protected]

Standard Delivery

For online orders we use a parcel courier service, for which the following rates apply:- First Parcel Additional Parcels
per parcel – maximum weight 25kg – UK Mainland excluding Scottish Highlands £10.00 £5.50
per parcel – maximum weight 25kg – Scottish Highlands & Northern Ireland £20.00 £10.50
per parcel – maximum weight 25kg – Scottish & Channel Islands, Isle of Man £40.00 £20.00


Large Orders

Loads requiring to be delivered by a ‘Tail Lift’ or ‘HIAB’ vehicle, where no fork lift is available on site will incur a haulage surcharge which should be agreed with our office in advance of delivery.

We hold stocks of standard product and can respond immediately to most orders.  However for large orders we advise that you confirm availability at the time or ordering by contacting us on 01708 860 049 or [email protected]

For large orders that require delivery on pallets we operate a returnable pallet scheme.  Genuine Europallets are charged on collection or delivery and may be returned undamaged to us for a full refund.

General

Loads requiring ‘Next Day’ delivery are possible by arrangement with our office and orders should normally be arranged and confirmed before midday of the day prior to delivery.

Returns

We want you to be delighted with your purchase from tufftrade.co.uk, however if for any reason you have any queries then please get in touch by email at [email protected], or phone us on 01708 860 049.

We have two procedures in place for returns that depend upon whether you are a business customer or a non-business customer.

Returns procedure for non-business customers

Should you be unhappy with any goods purchased from the tufftrade.co.uk website, you may return unused products in their original packaging and with any labels within 7 working days of receipt for a full refund or exchange. You may wish to get in touch with us by phone first, but in any case please email or contact us in writing of your intention to return goods.

We will refund the cost of you returning the goods only if they are faulty or defective in manufacture, damaged upon receipt or not as specified on the order acknowledgement. You will be responsible for the cost of returning unwanted items to us. Please take every reasonable step to ensure that the goods are returned undamaged and in a resaleable condition. We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt. This does not affect your statutory rights as a consumer.

Returns procedure for business customers and business account holders

For business customers, please contact us immediately by telephone or email to establish whether or not goods may be returned. If authorised, unused products must be returned in their original packaging and with any labels within 7 working days of receipt. A restocking charge of up to 20% may apply for unwanted items. Return of perishable items may be refused.

For full information, please refer to the Terms and Conditions section on our website.