• '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.

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%.

Call Recording Policy

Please note that all calls with TSO UK Ltd are recorded for training and monitoring purposes to ensure the highest standards of service.

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.

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.

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'.

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.

Please note: Many of our orders are fulfilled from a central warehouse and may be interbranched between multiple locations. Once an order enters this process, it is considered dispatched and can no longer be cancelled, rerouted, or modified.

Once an order has been placed and confirmed, it cannot be cancelled.
Our systems process orders immediately with our suppliers to ensure fast dispatch and delivery times.

• All orders are final once confirmed.
• We are unable to make changes, amendments, or cancellations after an order is placed.
• This applies even if the order has not yet been dispatched.

Trade and special-order goods (including bespoke, made-to-measure, or non-stocked items ordered specifically for you) are strictly non-cancellable and non-returnable once placed.

For consumer purchases of standard stock items, statutory rights remain unaffected under the Consumer Contracts Regulations 2013, which allow a return within 14 days of delivery for eligible goods.

For our Returns Policy please click here.

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.

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.

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.

Pallet Deliveries

For pallet deliveries, we may be able to collect any pallets left upon delivery, please contact us at hello@tradesuperstoreonline.co.uk to organize this. This may not always be possible, in this case the customer is responsible for disposing of delivery packaging materials, such as pallets.

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.

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.

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.

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.

Missed Deliveries

If you fail to take delivery on the agreed date, we reserve the right to charge for any subsequent deliveries.

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.

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.

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.

This is Trade Superstore Online’s Product Damage Report Policy, outlining what to do if your goods arrive damaged during transit.

1. Reporting Deadline – 48 Hours

All transit-related damage must be reported within 48 hours of delivery.

Any reports made after this period will be regarded as full acceptance of the goods and will invalidate any claims for shortages and/or damage.

2. What to Include in Your Report

Please email us at [your support email] with:

• Your order number
• A clear description of the damage
• Photographs showing the issue
• Confirmation that the goods are in their original packaging and have not been installed

3. Do Not Install Damaged Goods

Once installed, items are considered accepted and cannot be returned or replaced. Please inspect all products before use.

4. Our Response Process

• Once we receive your damage report, we will review it and may request additional photos or details.
• If approved, we will arrange a free replacement and, where feasible, organise collection of the damaged item.
• For some fragile items (e.g. broken glass), collection may not be possible. In such cases, we will advise you on appropriate next steps.

5. Refunds

• Refunds are only issued if we cannot replace the item.
• Please note: All refunds will be issued in the same form of payment used for the original order.

6. Custom & Bespoke Items

Custom-made items (e.g. bespoke doors, windows, roof lanterns, and James Hardie cladding) are non-returnable and non-refundable, except in the case of proven transit damage reported within the 48-hour window.

7. Packaging & Returns

Damaged goods must be kept in their original packaging and stored securely until collection (if applicable). If return is required and not arranged by us, you will be responsible for the safe return of goods.

8. Important Site Storage Disclaimer

Please note: We cannot accept responsibility for any damage reported after 48 hours, especially for goods stored or handled on building sites.
All deliveries must be inspected immediately and stored in dry, secure conditions to avoid refusal of claims.

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.

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 here.

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.