Contents
- Definition
- Pricing & Offers
- Security and Payment Information
- Shipping and Delivery Terms
- Returning an order
- Confidentiality Agreement
- General Terms and Conditions
- Contact us
- Return Policy
1. Definition
- 'Condition' means the standard terms and conditions of sale set out below, including any special terms and conditions agreed in writing by us
- 'Contract' means any contract for Goods made between you and the Company
- 'Goods' means the packaged products or services which we shall supply in accordance with these Conditions
- 'We' means TSO UK Ltd. registered in England No. 13733637 at Eaton House, Stoke Prior Lane, Leominster, United Kingdom, HR6 0NA, United Kingdom. Vat no. 400730256
- 'You' means the customer seeking to purchase the Goods from us and 'You' shall be construed accordingly
- These Terms and Conditions together with our Conditions of Sale tell you who we are, how we will provide Goods to you, how you and we may change or end the Contract, what to do if there is a problem and other important information. Please read these Terms and our Conditions carefully and make sure that you understand them, before ordering any Goods from this website.
2. Pricing & Offers
The team at Trade Superstore Online strives to ensure that product descriptions and prices listed, and any technical specifications are accurate at the time of purchase. However, we reserve the right to adjust prices to reflect changes in our supplier's costs, new taxes or duties, or to correct any errors or omissions, regardless of whether the order has been confirmed. In such cases, we cannot be held liable for inaccuracies. Please be aware that your computer may cache old pages from our site, so it is important to refresh your browser to see the most up-to-date prices and available products. Any price adjustments will be communicated and agreed upon before your order is accepted.
When Trade Superstore Online offers promotions and discount codes, these can generally only be used individually unless otherwise stated. This applies to cashback offers, discount codes, and trade account discounts. If we determine that you are not eligible for a discount code or have not met all applicable terms and conditions before your order is accepted, we may reject your order or process it without applying the discount. Please note, discount codes are applicable to individual products only and not to product bundles or suites.
Percentage savings are calculated based on either the manufacturer's suggested retail price or the previously listed price of an item. For information on product prices after sale events end, please refer to the additional pricing information, usually indicated as was: X. Trade Superstore Online uses countdown timers for various promotions, including additional discount code offers that may start and end independently of product price reductions.
Trade Superstore Online reserves the right to withdraw any offer, including voucher codes and reduced prices, at any time.
Discount codes and vouchers cannot be applied to orders using Finance or other finance-based payment methods. Please note that references to Free Delivery* refer specifically to Free Standard Deliver.
3. Security and Payment Information
At Trade Superstore Online, we understand that trust is fundamental to internet transactions, so we prioritize security above all else. Our commitment to maintaining a secure shopping environment will always be our top priority.
When you make a purchase, your credit card details are sent to the bank's secure servers for processing. No card data is stored or visible to any member of our staff. Our secure payment system includes the following features:
- 128-bit SSL Encryption Technology: This technology protects your information during checkout, ensuring your data is secure.
- Fraud Defender: This tool helps prevent fraudulent transactions in our store.
- Advanced Encryption: Our system is encrypted with the latest security technologies and protocols to protect against malicious attacks by hackers and other cybercriminals.
Additionally, all payments made through our store are PCI-compliant. This means they adhere to the cardholder information management standards set by credit card companies worldwide, safeguarding your data during transactions.
Our advanced fraud protection features help detect and prevent fraudulent transactions in our store. At no point are your credit card details transmitted over an unsecured connection.
Regarding marketing communications, some customers may receive remarketing messages based on their browsing activity to help them find the products they want more easily. These emails are sent via a cookie-based opt-in system by a third party. If you receive any emails you do not wish to receive, please click 'unsubscribe'.
4. Shipping and Delivery Terms
Delivery Options and Charges
All delivery options and charges are detailed on our Shipping and Returns page. Please note that delivery timelines are best estimates and may change due to factors like seasonality, weather, and other unforeseen circumstances.
Pricing and VAT
All prices listed exclude VAT. For orders containing multiple items, you will be charged one shipping fee based on the collective weight of your order unless specialist delivery arrangements are requested. Different shipping rates may apply to different product ranges. Some products may incur an additional delivery charge depending on the location of the depots stocking the specific product.
Delivery Handling and Responsibility
Deliveries are usually managed by various courier partners and our own vans, depending on the products in your order. Once collected from the dispatch warehouse, the responsibility for all orders rests with the delivery drivers and their staff. While we will attempt to accommodate special delivery instructions, such as leaving products with neighbours or in sheds, this is not always possible. We are not responsible for any delays experienced by couriers or delivery companies. In cases where goods go missing, we require 30 days to successfully claim from the carrier.
Delivery Timeframes and Delays
We aim to meet the estimated delivery timelines provided. However, we are not liable for any delays in delivering your order. If we cannot dispatch your order within the estimated timeframe, we will inform you and provide the option to either wait for the goods or cancel your order, if the order has already been dispatched cancelling an order will not be possible.
Large Orders and Heavy Deliveries
For large orders and heavy items like windows and doors or similar, someone must be on site to accept delivery and assist our driver with offloading. Refusal to offload may result in the need to reschedule delivery, which will incur a re-delivery charge.
Receiving and Inspecting Orders
Upon delivery, you will have the opportunity to check and sign for the products. We recommend a visual inspection for any obvious damages and to ensure all items are present. You are not required to check every item before signing.
Please inspect all your items upon receipt. If any goods are damaged, faulty, or incomplete, notify us within 48 hours of delivery via email, quoting your order number. We will then arrange a replacement and collection. We will replace any faulty or incorrect goods but cannot offer refunds unless we cannot supply the correct items. In some cases, couriers may refuse to collect items like broken glass or pottery.
Additional Charges
If our delivery vehicle is kept waiting for an unreasonable time, if the driver must return without completing delivery, or if additional staff are needed to unload goods, a reasonable additional charge reflecting these extra services will be applied.
Remote Delivery
If your location falls within what our couriers deem as a "remote" area, you may be subject to extra delivery fees.
Outlying Areas Include:
- Channel Islands
- Truro
- Isle of Man
- Scilly Isles
- Isle of Wight
- Highlands
- Northern Ireland
- Grampian
- Offshore regions of Scotland
If you're uncertain whether your address falls into one of these outlying areas, please reach out to our customer service team at hello@tradesuperstoreonline.co.uk.
Liability for Delays and Damages
We are not liable for any direct or indirect damages or additional incurred costs resulting from delivery delays or failures, whether caused by us or otherwise.
Multiple Deliveries
We will try to make a single delivery where possible to minimize inconvenience. However, if your order contains items with different delivery lead times or stored at different warehouses, you may receive split deliveries on different days. In some occasions the longest lead time will apply to the whole order.
Responsibility and Risk
Upon signing for the delivery, responsibility for the products passes to you, including any risk of damage or loss. Ensure the purchaser is present to check the goods before use. We are not responsible for any goods received or unpacked by anyone other than the purchaser.
Installation of Damaged Goods
Do not install any damaged goods. We cannot replace or refund items that have been installed. If you find your goods are damaged, please contact us for assistance. All damaged goods must be returned in their original packaging.
Customer Errors
We are not responsible for any loss or damage due to errors made by the purchaser during checkout, such as entering incorrect address details. Ensure all information is correct before processing your order.
Missed Deliveries
If you fail to take delivery on the agreed date, we reserve the right to charge for any subsequent deliveries.
Booking Installers
We advise against booking installers or engaging in preparatory work until you have fully received and inspected your goods. We are not liable for any tradesperson costs, consequential loss, or compensation.
Out of Stock Items
Out-of-stock items are listed with estimated timescales provided by our suppliers, which are subject to change. We will confirm when an item is back in stock and arrange delivery accordingly.
Weekend and Bank Holiday Orders
Orders placed over the weekend or on a bank holiday are considered received on the next working day for delivery purposes.
Courier Responsibility
Once goods are collected from the dispatch warehouse, they become the responsibility of the designated courier. We are not liable for any courier delays.
Pallet Deliveries
For pallet deliveries, the customer is responsible for disposing of delivery packaging materials, such as pallets.
You have the right to cancel your order within 2 hours of placing your order, or within 14 working days after the date of delivery, by emailing us at hello@tradesuperstoreonline.co.uk and quoting your order reference number.
5. Returning an order
Once you receive the cancelled order, please return the item to us within seven days, unused and in its original packaging. During this period, you may cancel your order and receive a refund, provided the goods are returned to us in accordance with the requirements in this cancellation clause, less any processing and re-stocking fees incurred.
To exercise your right of cancellation, goods must be returned to Trade Superstore Online, and you must provide us with details of your order reference number, goods you would like to return, your contact information, and the reason for cancellation via email. You may only return goods to us during our branch opening hours, which are subject to change and vary by branch.
Please note there are exceptions and non-returnable items, please see Exceptions and Non-returnable items list below.
After 14 days from the day after the goods have been received, you will not be able to cancel the contract. Please note that a re-stocking fee will be applied to any returned unwanted orders or refused deliveries unless otherwise agreed with our Customer Service team in writing via an email.
All goods must be returned unused and in their original packaging. We cannot refund goods that have been damaged while in your possession. Refunds will only be issued when we have received the goods back in a resalable condition. This means they should be in their original packaging, unused, undamaged, and with a copy of the invoice included. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. If the goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the sam e or similar packaging as sent to you), we reserve the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.
You are responsible for any return costs for unwanted items. You will need to arrange the shipping yourself and ensure their safe return.
Once you have notified us that you are cancelling the contract and have returned the goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise.
Refusing delivery and Order Cancellation
If you decide to refuse a delivery and send the driver away due to a change of mind and wish to cancel the order, a restocking fee will apply, and the shipping charge will not be refunded. You must inform us of your intention to cancel by emailing hello@tradesuperstoreonline.co.uk. We will not proceed with the order cancellation process until we have received your email, provided it is within the allowed cancellation period.
Please note, we do not accept cancellations communicated verbally to our driver, any of our suppliers, or by any other means. We are not responsible for any returns that we have not been notified of via email.
Exceptions / non-returnable items
Bespoke products are any doors, windows and roof lanterns purchased from Trade Superstore Online. Any doors, windows and roof lanterns on advertised on our website are non-stock items and made to measure, we have specific refund policies in place. Please read this policy carefully before making a purchase.
Non-Refundable Products:
- Doors, Windows and Roof Lanterns: All doors, windows and roof lanterns sold on our website are considered non-stock items and made to measure. Due to the custom nature of these products, they cannot be returned or refunded once the order has been placed and production has begun. We strongly encourage you to double-check all measurements and specifications before finalising your order.
- Hardie Plank Cladding: Any James Hardie cladding items are non-returnable due to transportation logistics and costs. James Hardie cladding products cannot be returned or refunded once the order has been delivered to site.
Exceptions:
- Manufacturing Defects: In the rare event that your door, window, roof lantern or James Hardie product arrives with a manufacturing defect, we will work with you to resolve the issue. Please contact our customer support team within 48 hours of receiving the product, providing detailed information and supporting evidence (e.g., photographs) of the defect. We may request additional information or arrange for an inspection if necessary.
- Shipping Damage: If your door, window, roof lantern or James Hardie cladding is damaged during transit, please notify us within 48 hours of delivery. We will require photographs and a detailed description of the damage for our records. We will work with you to resolve the issue, which may include a replacement or repair depending on the extent of the damage.
Process for Requesting a Refund:
To request a refund for a defective or damaged product as described above, please follow these steps:
- Contact our customer support team via email or phone within the specified timeframe (7 days for manufacturing defects and 48 hours for shipping damage).
- Provide your order number, a detailed explanation of the issue, and any supporting evidence (such as photographs).
- Our customer support team will review your request and may request additional information or evidence if needed.
- If your refund request is approved, we will provide you with instructions on how to proceed. Please note that any refunds will be issued in the same form of payment used for the original purchase.
Please note the following additional terms and conditions:
- Customised Orders: Doors and windows that have been customised according to your specific requirements, such as unique colours, sizes, or design modifications, are considered non-refundable even in the case of manufacturing defects or shipping damage. It is essential to review all customisation details carefully before placing your order.
- Installation: Our refund policy only covers the product itself and does not extend to installation or labour costs. We recommend consulting with a professional installer before purchasing our products to ensure proper fit and installation.
- Cancellations: Once an order has been placed and production has begun, cancellations are not possible for doors and windows as they are made to measure. Therefore, please carefully consider your purchase before finalising your order.
- Change Requests: Modifications or changes to an order cannot be made once it has been placed. It is crucial to review your order details thoroughly to avoid any potential issues.
By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
6. Confidentiality Agreement
Definition of Confidential Information: For the purposes of this Agreement, "Confidential Information" includes any data or information, oral or written, disclosed by TSO UK Ltd. to the Customer that is not generally known to the public, including but not limited to, the identity of suppliers, pricing information, business strategies, and proprietary processes.
Customer Obligations: The Customer agrees to:
- Keep all Confidential Information strictly confidential.
- Not disclose Confidential Information to any third party without the prior written consent of TSO UK Ltd.
- Use Confidential Information solely for the purpose of fulfilling their orders and interactions with TSO UK Ltd.
Duration: The obligations under this Confidentiality Clause shall continue for a period of 2 years following the date of disclosure, or indefinitely, as specified by TSO UK Ltd.
Consequences of Breach: Any breach of this Confidentiality Clause may result in legal action and/or the termination of any agreements between the Customer and TSO UK Ltd.
Exclusions: Confidential Information does not include information that:
- Is or becomes publicly known through no breach of this Agreement by the Customer.
- Is received from a third party without breach of any obligation of confidentiality.
7. General Terms and Conditions
Order Acceptance and Contract Formation
All orders placed through our website or phone system are subject to Trade Superstore Online accepting the order. Once accepted, a contract is formed, and the goods are dispatched. Title and ownership of the goods transfer to the customer upon delivery. Acceptance of the order occurs at the point of processing, picking, and packaging at our warehouse or distribution location.
Product Images and Variations
All product images on our website are provided for illustration purposes only and represent the best indication of the original items. These images are displayed with the manufacturers' or suppliers' permission. Manufacturers may occasionally make small changes to product designs, so the item you receive may have slight differences from the website image. Additionally, the colour of goods may vary slightly due to browser software and monitor limitations.
Tile Variations
Due to the manufacturing, buying, and firing processes, there may be variations in size, shape, colour, and pattern in tiles. Therefore, Trade Superstore Online accepts no liability for such variations. To minimize risk, we strongly recommend using tiles from the same batch whenever possible.
Stock Availability
All products are subject to stock availability at the time of ordering. While we strive to ensure all items shown are in stock, we do not guarantee availability, and this electronic publication does not constitute an offer of sale.
Pricing and VAT
All prices stated on our website exclude VAT at 20%.
Placing your order
You must accept these Online Terms in full before your order can be placed. You must be aged 18 or over to place an order with us. You will have an opportunity to check and correct any input errors in your order up until the point at which you place your order on the checkout page. Please take the time to read and check your order carefully at each stage of the process. Please make sure that you provide your correct phone number email and delivery address when you place your order. This is essential to enable us to contact you with any questions or to update on any changes in circumstances.
Order Acceptance
Please note that all orders placed through our website or phone system are subject to Trade Superstore Online accepting said order, at which point a contract is formed between both parties and the goods are dispatched. Title and ownership of goods will pass to the customer on delivery. Point of accepting the order is considered to be the point of process, picking, and packaging at our warehouse or distribution location.
We may reject an order at any time before we have processed your order. All orders are subject to stock availability and we will try to tell you as soon as possible if we can’t supply one or more of the Goods that you’ve ordered. If we can’t contact you about these out-of-stock Goods, we’ll accept your order and supply alternative products from those we have in stock. If you’ve already paid for the unavailable Goods, and do not want to accept alternative products we’ll give you a refund for their purchase price by crediting either your payment card or your account with us (as applicable). Where we offer alternative products, this is a suggestion only. You are responsible for determining whether any alternative products offered to you are suitable for the purposes for which you intend to use them.
Finance Orders
Finance orders are available only to UK residents aged 18 to 80.
Governing Law
These Terms and Conditions are governed by the laws of England. You agree to submit to the non-exclusive jurisdiction of the English courts.
Notices
Any notice required or permitted to be given by either party to the other under these Conditions shall be in writing and addressed to the other party at the address provided at the time the order is confirmed, or any subsequent or alternative address notified to the other party.
Statutory Rights
These Terms and Conditions do not affect your statutory rights.
Other Important Terms
If any part of these Online Terms is found to be invalid or unenforceable then, to the extent that it is invalid or unenforceable, the part in question will be treated as if it has been removed from these Online Terms. If this happens, the remaining parts of these Online Terms will continue in full force and effect. We reserve the right to make changes to these Online Terms in the future without giving notice. Any changes will be posted to this website and will take effect immediately. These Online Terms and any Contracts shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.
8. Contact us
If you encounter any issues with the goods you've ordered, we encourage you to reach out to us promptly for assistance. Our contact details are readily available on our website. When contacting us, please have your order number and details of the affected goods on hand. In the event that we offer you a refund, it will be credited back to the card used for the purchase or to your account with us, as applicable. While we strive to address queries swiftly, emailing us allows for faster resolution. However, if you prefer to contact us by phone, please note that any issues with orders must still be reported via email to maintain a track record for your order. Please be aware that during peak times, phone wait times may extend up to 1 hour. Additionally, if we need to liaise with another department, courier, or trusted partner, resolution of your issue may not be immediate. Your patience and understanding are greatly appreciated as we work to resolve any concerns efficiently.
9. Return Policy
Thank you for shopping at Trade Superstore Online. We want to ensure that you are completely satisfied with your purchase. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
Return Policy for stocked and non-bespoke products
We have a 14-day return policy for all stocked and non-bespoke product, which means you have 14 days after receiving your item to request a return at your own cost. Please note this does not cover our bespoke made to measure products.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase or your email order confirmation. Any goods returned due to circumstances such as change of mind or similar may incur a restocking fee, this will be confirmed upon return arrangement.
To start a return, you can contact us at hello@tradesuperstoreonline.co.uk. We will send you a return shipping address and instructions on where to post the item back to. Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Bespoke products are any doors, windows and roof lanterns purchased from Trade Superstore Online. Any doors, windows and roof lanterns on advertised on our website are non-stock items and made to measure, we have specific refund policies in place. Please read this policy carefully before making a purchase.
Non-Refundable Products:
- Doors, Windows and Roof Lanterns: All doors, windows and roof lanterns sold on our website are considered non-stock items and made to measure. Due to the custom nature of these products, they cannot be returned or refunded once the order has been placed and production has begun. We strongly encourage you to double-check all measurements and specifications before finalising your order.
- Hardie Plank Cladding: Any Hardie Plank cladding boards are non-returnable due to transportation logistics and costs. Hardie boards cannot be returned or refunded once the order has been delivered to site.
Exceptions:
- Manufacturing Defects: In the rare event that your door, window, roof lantern or James Hardie board arrives with a manufacturing defect, we will work with you to resolve the issue. Please contact our customer support team within 7 days of receiving the product, providing detailed information and supporting evidence (e.g., photographs) of the defect. We may request additional information or arrange for an inspection if necessary.
- Shipping Damage: If your door, window, roof lantern or James Hardie cladding is damaged during transit, please notify us within 48 hours of delivery. We will require photographs and a detailed description of the damage for our records. We will work with you to resolve the issue, which may include a replacement or repair depending on the extent of the damage.
Process for Requesting a Refund:
To request a refund for a defective or damaged product as described above, please follow these steps:
- Contact our customer support team via email or phone within the specified timeframe (7 days for manufacturing defects and 48 hours for shipping damage).
- Provide your order number, a detailed explanation of the issue, and any supporting evidence (such as photographs).
- Our customer support team will review your request and may request additional information or evidence if needed.
- If your refund request is approved, we will provide you with instructions on how to proceed. Please note that any refunds will be issued in the same form of payment used for the original purchase.
Please note the following additional terms and conditions:
- Customised Orders: Doors and windows that have been customised according to your specific requirements, such as unique colours, sizes, or design modifications, are considered non-refundable even in the case of manufacturing defects or shipping damage. It is essential to review all customisation details carefully before placing your order.
- Installation: Our refund policy only covers the product itself and does not extend to installation or labour costs. We recommend consulting with a professional installer before purchasing our products to ensure proper fit and installation.
- Cancellations: Once an order has been placed and production has begun, cancellations are not possible for doors and windows as they are made to measure. Therefore, please carefully consider your purchase before finalising your order.
- Change Requests: Modifications or changes to an order cannot be made once it has been placed. It is crucial to review your order details thoroughly to avoid any potential issues.
By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
If you have any questions or concerns regarding our refund policy, please contact our customer support team, and we will be happy to assist you.