Returns Policy
We believe that you will be delighted with your order but there may be occasions where you feel it necessary to return an item. These terms do not affect your statutory rights.
No returns will be accepted or processed without a Return Authorisation Number (RAN) being issued by TB Davies. Goods are not supplied on a trial basis. Customers are responsible for verifying suitability of goods before purchasing.
Cancellation or Return of ‘Made-to-order’ products
Made-to-order products are any item that are not part of our core range. Should you wish to cancel your made-to-order product for any reason you must do so immediately and no longer than 24-hours following receipt of the order placement.
We are unable to accept the return of made-to-order products.
Unwanted goods
If for any reason you are unhappy with your purchase, you may return goods that are complete, in perfect condition, unused, and with its original packaging, within 30 days after the day of receipt of the goods.
Customers are responsible for the delivery costs of returning the goods. Please email our sales department sales@tbdavies.co.uk to arrange a return.
You will be refunded in full (except for delivery charges) once the goods have been received and confirmed “as new”. You will be liable for all administrative costs associated with the return of the goods, and this may well constitute a restocking fee, of which you will be advised when arranging your return.
Returns must be adequately packed and the RAN number clearly displayed without marking the original packaging.
We do not accept returns after 30 days from the day of receipt of goods, or on goods without their original packaging and which cannot be sold again “as new.”
Faulty goods
TB Davies is proud of its commitment to high quality products and manufacturing standards. If you believe your product is faulty, please contact us at sales@tbdavies.co.uk.
Faulty goods within 30-days
If there is a fault with your product, you may return the product within 30 days of delivery for a refund, repair or replacement. Please email our sales department sales@tbdavies.co.uk to arrange a return.
Any return found not to be defective or with faults caused by accident, neglect or misuse will incur a return freight charge and will not be eligible for a refund.
Goods must be received by TB Davies within 7 days of the RAN number being issued.
Faulty goods more 30-days but less than 6-months old
If there is a fault with your product, you may return the product within six months of delivery for repair or replacement. Please email our sales department sales@tbdavies.co.uk to arrange a return.
Any return found not to be defective or with faults caused by accident, neglect or misuse will incur a return freight charge and will not be eligible for a refund.
Goods must be received by TB Davies within 7 days of the RAN number being issued.
Faulty goods more than 6-months old but still in warranty
All TB Davies products carry a minimum twelve-month limited warranty. After the 6-month period has expired, please email our sales department with details of the fault so they can advise and authorise a return in accordance with the product warranty terms and conditions.
Any return found not to be defective or with faults caused by accident, neglect or misuse will incur a return freight charge and will not be eligible for a refund.
Goods must be received by TB Davies within 7 days of the RAN number being issued.
Damaged goods
CHECK CONTENTS IMMEDIATELY FOR DAMAGE
Claims cannot be considered if signed for in good condition – Report all damages to TB Davies – 029 2132 0000
The delivery driver has time to wait whilst you inspect your purchase.
We do everything we can to ensure your order arrives at your door complete and in pristine condition. Unfortunately, ladders are bulky items and despite our best efforts to package them, they are sometimes damaged in shipping.
We want you to be satisfied with your product and it is critical, you unpack and check it for damage as soon as it arrives. We ask that you report to our sales department via sales@tbdavies.co.uk on receipt of a damaged product immediately. Claims cannot be considered if signed for in good condition. Do not discard the damaged item or any of its packaging. If you fail to report damages immediately, we may not be able to accept responsibility for the costs.
Once you notify us that your product is damaged, we will need your help in making it available for pickup on a scheduled date and time.
In most cases, we are able to order a replacement item at no cost to you as soon as the damaged one has been picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
TB Davies is not responsible for reimbursement of any labour costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule work until after your equipment has arrived and been inspected.
What happens next?
Once your returned item has been received our returns team will review it as soon as possible. You will receive emails confirming receipt of the package and the outcome of the return review within 7 days of receipt.
