Once we have received your order, we will confirm current stock availability and advise the likely dispatch date for any item not in stock we may need to order from our suppliers. We do not charge your credit or debit card until the goods are ready to post. We will send your order by Royal Mail Recorded Delivery 1st Class, Parcel Force 48Hr or Special Delivery Next Day (if requested). We send orders Monday to Friday only with no weekend dispatch.
All our deliveries by Royal Mail will require a signature at the requested delivery address.
All items that are sent at customer request to an address other than the customers residential address will be considered delivered by us when signed for by any signatory at that address.
Postage costs to the UK and Northern Ireland (excluding the Channel Islands)
All orders of any value will be subject to our standard postal charge of £5.00
Next Day pre 1pm Royal Mail Special Deliveries will be charged at £10.00 to UK addresses.
Royal Mail Next Day pre 9am and Guaranteed Saturday delivery are available at increased cost to UK addresses (including Northern Ireland), please contact us for prices.
We offer Special Delivery Next Day on all UK and Northern Ireland orders, which you can choose from your shopping basket. All orders received before 12am where Special Delivery Next Day has been chosen, will normally be sent that same day (subject to the product being in stock) and should arrive the following day, Saturdays and Sundays excluded. We can not send Special Delivery Next Day items on a Saturday or Sunday as we have no collection.
Postage costs to the Rest of The World
All orders outwith the UK and Northern Ireland will be liable to additional Postage Charges. All postage charges are determined by volumetric weight, destination and speed of delivery required. We will agree shipping costs with all customers before orders are finalised. Please contact us prior to making any order.
All in stock orders will be sent quickly and standard delivery usually arrives within 2-4 working days. Every effort is made to ensure that delivery is made within the estimated time scales and a maximum of 21 days.
We will advise by email or by phone of a likely delivery date for any items we need to order from our suppliers.
Return of goods
We want you to be entirely satisfied with every purchase made from Tower Ridge Ltd and strive to offer you quality, value and service at all times. We accept there may be several types of returns, please contact us before returning goods to make sure we know they are being returned and the reason for their return, this is especially important for customers returning items from outwith the European Union.
In accordance with our membership of Safebuy, you have a right to cancel your order within 14 working days following the day after the date of delivery for any unused item purchased through the website. This does not apply to any perishable goods, specially ordered customised item, personalised or made to your specification.
Safety and climbing equipment are non-exchangeable and non-returnable as are custom made items specifically made for customers. This does not affect your statutory rights as a consumer.
Unwanted products being returned.
If you have changed your mind regarding goods received, send the item(s) back to us with the original packaging with labeling attached. Subject to the goods being returned to us and accepted by us as being in an unused condition and complete, we will refund the cost of the item(s), less any postage costs (minimum charge of £5.00) incurred by Tower Ridge in sending the goods to you initially. Goods are to be returned at the purchasers expense unless a warranty claim is being made.
Any goods returned by you which are not faulty and you do not require an exchange will be subject to a deduction from the refund due to you the value of the initial incurred postage cost (minimum charge of £5.00). Customers who select the Special Delivery option will not be eligible for refund for the Special Delivery postage charge applied.
Exchange of goods
Any customer who sends a product back to us for exchange which is not faulty will be liable to pay postage charges incurred by us for the return of the replacement product (minimum charge of £5.00). If the postage charge is likely to be more than the minimum charge this will be agreed with the customer before the replacement is sent.
Unused faulty products to be returned
If you wish to return any unused item due to it being faulty, please return the product to us and give details of the fault in writing. We or upon reference to the manufacturer,will then assess the fault, if we or the manufacturer agree there is a fault we will offer an exchange or a refund of the full cost including any agreed postage charges incurred by you in their retrurn. We will refund only agreed costs of postage charges incurred by you in connection with your return, please contact us before you make your return.
Used faulty products to be returned
If you wish to return any item which has developed a fault after use, please return the product to us and give details of the fault in writing. We will assess the fault then and if we and/or the manufacturer agree there is a fault we may offer a repair, or an exchange where the fault is agreed as a manufacturing fault. Goods are to be returned at the purchasers expense unless a warranty claim is being made. Please ensure the goods are returned in a clean condition, if in our opinion the goods are not clean they will be returned to you without any inspection by our staff.
Warranty claim products to be returned
All products are subject to the normal manufacturers warranty. In the event of a warranty claim, please return the item to us with an advice of the fault in writing. Please identify clearly the area or part that has failed. All items should be returned in a clean, dry condition, otherwise they may be returned to you without attention. Further advice is available by contacting us (01738 643642) during our business hours.
Distance Selling Regulations
You have a right to cancel your order within 7 working days following the day after the date of delivery for any unused item purchased through the website. This does not apply to any perishable goods, specially ordered customised item, personalised or made to your specification.
To cancel any order, you must e-mail or write to us quoting your name or order number. You should take reasonable care of the items, retain all original packaging and must not use them. All goods are returned at your own expense unless the item is agreed as faulty or incorrect.
Providing the goods are received back in an unused clean condition and in their original packaging with all accessories, you will receive a refund generally within seven working days of your notice to cancel.
This does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the Government’s consumer advice helpline) or your local Trading Standards Office.
Pricing and Print and Image Errors
Prices and specifications are checked to the best of our ability, and whilst every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions. We reserve the right to alter our prices and specifications without notice.
Ownership of Goods
All items supplied to the customer remain the property of Tower Ridge Ltd until final payment of all sums owing in respect of those goods has been received in full by us.
We will endeavour to deal with any complaint within five working days of receipt. In the event where we cannot resolve your complaint immediately we will advise a likely time scale to you and keep you informed of any investigation.
Our payment forms are secure and protected by 128 bit SSL and are hosted by our transaction provider Secure Hosting. You can be assured that our full online trading site uses the standard means of internet security that, as consumers, we all like to see in place.
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