Terms & Conditions
Terms & Conditions
Thorncliffe Building Supplies Ltd – Terms and Conditions of Sale.
These terms and conditions are in place to protect both the seller and the buyer and by purchasing this product you are agreeing to them.
Delivery Procedure
Deliveries are made by an external professional logistics company. By accepting the delivery charge you are entering in to a separate contract with the logistics company. We provide the courier company with your personal details, name, address and telephone number. As such please ensure all details are correct and up to date, especially if using paypal. If you provide us with incorrect details you may incur additional charges.
You will receive a dispatch notification or confirmation email from us once your product has been sent.
Smaller items will be delivered without prior notification, however if you are not home they will leave a drop note so you can re-arrange delivery or collect the item yourself from the local depot.
Larger items are palletized for delivery; the pallet will be delivered as close as possible to your front door. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats) or any other obstruction, delivery will be made as near to your property as possible. The driver is not insured to take the goods inside your property. The pallet will be delivered to the location as stated above and it is strongly recommended that at least two able bodied persons are available to receive the delivery and carry the goods inside.
Delivery Timescales
We will attempt to adhere to the below timescales as far as possible but we do not in any way guarantee a delivery date.
Smaller items should be delivered within 4 working days after you receive a dispatch notification.
For larger items the courier company will contact you (usually 2-4 days after the dispatch notification) to arrange delivery with you. If you miss a prearranged delivery you may be liable for a redelivery charge. This is at the courier’s discretion. Priority delivery service will offer you a guaranteed delivery day but please note the courier company will not book in with you.
If you have not heard from the courier within 5 days of your dispatch notification please contact us and we will assist you in tracking you order.
If you experience any problems with the logistics company please let us know and we will report these to the relevant companies. We value your feedback but please note deliveries are made by external companies and therefore Thorncliffe Building Supplies Ltd are not liable.
Checking Goods for Damage and Notifying Thorncliffe Building Supplies Ltd.
For small item deliveries that arrive by courier you agree to open all boxes and thoroughly check the goods for damage on the day of delivery and notify us of any damage within 48hrs of the delivery. Do not sign for goods that are obviously damaged on receipt, please refuse the delivery. If we are not notified of damage within 48hrs we are unable to claim from either the manufacturer or the carrier. If the product is discovered to be faulty/ damaged after this time then we will charge you for a replacement plus P&P.
For bulky deliveries that arrive on pallets you agree to check the condition of the pallet and sign the driver’s delivery note only if the items seem in good condition. The courier will wait while the ‘outer black’ wrapping is taken off to check for outer damage but this must be completed immediately (the driver is not expected to wait while the pallet is unpacked), if the driver refuses to wait while you do this please refuse the delivery.
If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. If the packaging is damaged in any way then please refuse to accept the delivery.
If you discover your product to be damaged within the timescales provided above then please follow the procedure detailed in Returns Policy under faulty goods.
Returns Policy
If you need to return a product to us for any of the below reasons you must first request a returns form and reference number by calling or emailing office@thorncliffebs.co.uk . You agree that if you send a return to us without a returns form and returns number you will pay a £20 administration fee to cover the extra work involved in processing your return.
Returns Policy - Changed Your Mind?
You are within your right to cancel an order placed with us, up to 7 days from the date your order is delivered.
If you cancel your order before goods are shipped, then we will refund the delivery cost along with the cost of goods (less any other charges).
If the goods have already been shipped (ie the items have been delivered and the shipping contract fulfilled or partially fulfilled, the goods are in transit) then you will not receive a refund of delivery charges or any ebay fees.
If you decide to return goods after they have been delivered; it is your responsibility to arrange this return at your own cost, we can help coordinate this procedure on request. For large pallet deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. We suggest that you take out carrier insurance because if the goods do not arrive in re-saleable condition no refund will be made. It is your responsibility to ensure that returned goods reach us in good condition complete with all packaging (please do not write the return address directly on product boxes).
Refunds will only be issued when goods have been returned and checked by our returns department.
Returns Policy – Incorrect Goods?
As outlined in the below Checking Goods section you have 48hrs from the date of delivery to check that the items you have received are correct and in good condition. If you find that the items you have received are incorrect or that there are items missing from the delivery please call or email office@thorncliffebs.co.uk immediately and we will investigate the problem. If it is found that products are incorrect or missing the situation will be rectified as quickly as possible with no additional charges incurred by your self.
Returns Policy – Faulty Goods?
Within 48hrs of the delivery it is your responsibility to thoroughly inspect all your items. If the product is discovered to be faulty/ damaged after this time then we will charge you for the replacement item plus P&P.
If you discover your product to be damaged within the timescales provided above then you need to contact us via email office@thorncliffebs.co.uk as soon as possible. We will then send you a Returns Form and reference number. Together with the completed returns form we will need to see a photograph showing the damage/fault and will assess your claim using the information you provide. Faulty items will be assessed on a case by case basis. We will notify you as soon as practicably possible of the result.
If we deem the product to be faulty we will replace it only once the faulty item has been returned. If a replacement item is required before the faulty product can be returned we would need to charge a small deposit which would be refunded on safe receipt of the faulty item.
Liability: We strongly recommend that you do not book a tradesman until you have received our goods and checked they are in perfect condition. Any modifications of products will invalidate the warranty. We will not be held responsible for any delays in delivery once the item has left our warehouse. Should there be damage to your goods then our liability for losses you suffer as a result of this is strictly limited to the purchase price of the product you purchased. We are not responsible for indirect losses which happen as a side-effect of the main loss or damage and which are not foreseeable by you and us (such as loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, waste of management or office time).
