Large/Heavy/Fragile Product Delivery
For the majority of our alloy wheels, seats and larger parts, we use a Pallet Delivery Service to deliver the goods. Products of this nature are not applicable for Saturday delivery and are estimated to be delivered within an average of 5-7 working days, unless otherwise stated on the product information page on our website or if you have selected a specific day for delivery.
When ordering a larger product, we will advise you by email of an exact delivery date two working days before delivery (unless a specific date has been requested) and provide, where possible, an expected delivery time on the morning of delivery, if requested. Any additional contact details or delivery information required must be provided before the goods have been despatched. On arrival, the delivery driver will wait a maximum of 15 minutes for you to fully inspect the goods for any signs of transit damage. It is your responsibility to ensure the items are inspected fully before signing the delivery documentation. The driver is only responsible for getting the product to your address and not for making sure you inspect the goods. A re-delivery charge of £39.00 will be payable if the initial delivery fails (this is only if you are not there to accept the delivery at the pre-arranged day).
If a product appears to be faulty or damaged, then you must inform our Customer Service team immediately (if the delivery is outside normal working hours, then we recommend you refuse the damaged product and ensure you do not sign the driver’s paperwork). If a product is accepted and signed for by you or on your behalf, we cannot accept any claim for faulty or damaged goods reported at a later date. It is your responsibility to check the goods thoroughly before signing for the delivery. We will not accept any claims once a delivery note has been signed. We strongly advise ceramic or granite products to be inspected carefully and signed for by you on delivery, rather than a third party.
Once DPD or similar small parcel courier has delivered to you, if you find your goods are damaged or not what you ordered, you must notify the Customer Service team within 24 hours of delivery. If you do not notify us of the problem within this timescale, you will be deemed to have accepted the goods and we will not be liable for having supplied the incorrect product or for any damage of defect.
With a defective product, the Customer Service team will request photographic evidence. Once received and approved, we will arrange for a collection and delivery of a replacement, at our expense. If photographic evidence is not available, we will request for payment details to be held against the account and arrange a collection and delivery of a replacement at our expense.
All goods returned, claiming to be defective, will be inspected by our experienced staff. If it passes our inspection process, you will be charged the collection fee with the payment details previously provided.
If a replacement product or suitable alternative is not available, we will refund you the cost.
All items are subject to availability. We can only guarantee availability while stocks last. If the goods ordered are unavailable, we will advise you of an expected delivery date by email. If you are unhappy with the expected delivery date, we can offer alternative products of equivalent quality and price. We will endeavour to deliver goods within the times stated. However, delays in delivery of goods are sometimes out of our control. Any dates we specify for the delivery of goods are approximate and we will not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the goods.
You should not arrange for any products to be fitted before receiving and checking the goods.
If ‘click and collect’ has been selected at the checkout, a member of our Customer Service team will be in touch as soon as the goods have been checked and inspected. We do not recommend you make any journey to our York depot until such time as we can confirm the goods are ready for you.
Changes to Your Order (Excludes Special Order Items)
After placing your order, you have the right to make any changes to the products you order. Please be aware that any changes made may be subject to additional delivery charges and potential delivery delays. We also reserve the right to charge a £10 administration fee to cover the costs of retrieving the order from our automated system and manually adjusting the order.
Cancelling Your Order (Excludes Special Order Items)
On all orders, you have the right to cancel your order before despatch. Your cancellation will be processed with immediate effect. To cancel an order before despatch, please simply contact us via email at firstname.lastname@example.org or by telephone on 01759 322589. We will arrange for a full refund to be credited within 30 days.
Cancelling or Changing your order for Special Order Items
Any product which is shown as Special Order or is non-standard, made to order or modified in any way is not covered by the standard cancellation/returns policy. For example: special finish wheels, painted trim, upholstered seats etc. These items cannot be cancelled once the order process has been started. On very rare occasions, we may be able to find another customer who requires the exact same product with the same modifications. However, due to the variation in options, it is unlikely we will be able to find a suitable customer and, therefore, a cancellation, return or exchange will not be possible.
For orders to be cancelled after they have been despatched, please follow our returns policy below. This does not include Special Order items, as detailed above.
Returns Policy (Excludes Special Order Items)
For orders cancelled after the goods have been despatched, you have the right to return an item at any time up to 14 calendar days (including weekends) after we have delivered the goods to you (excludes ‘trade’ sales to a registered Company). Products that have been modified in any way will be excluded from our 14 day returns policy. The return of special order products, special tap finishes or products that have been modified in any way are not covered by the 14 day returns policy. If in doubt, please contact a member of our Customer Service team on 01759 322589 before placing your order.
To return a product, please ensure you speak to a member of our Customer Service team prior to sending your product back to us. Larger, heavy items should be ideally returned on a pallet service to reduce the risk of damage in transit.
After speaking to our Customer Service team, you will be given a returns number and a returns address. This information needs to be used on the returns form to accompany your returned item/s. You can download a returns form using the link at the bottom of this page. Please be aware, if you neglect to enclose a returns form, you may incur an administration fee of up to 25% of the price of the returned item.
When returning a product, we ask that the products are unused, undamaged, complete and in their original packaging.
We require you to return them to us at your own expense. You should also ensure that all items are fully insured for loss or damage and that they are protected adequately and in line with any requirements of the carrier being used.
If returned to us by a third party, you will be responsible for any damages occurred in transit. If products are returned damaged or have any missing parts, we cannot offer any refund and you will be required to arrange for the goods to be collected from the address the goods were returned to. We will retain such items for a maximum of 30 days and, if they are not collected within this time, they will be discarded.
With all products returned, the total amount to be refunded will be the price paid less any initial delivery charges that have been charged. We will arrange for your refund to be processed within 30 days of the date the parcel is returned to our depot.
Returns Policy for Trade Sales
All trade sales are excluded from our 14 day returns policy. Any order which is placed and includes the name of a business will be classed as a trade sale and not a sale of an individual/retail customer. In most cases, we will not be able to accept an item for return. However, depending on the actual product and the timescale involved, we may be able to accept an exchange with a minimum 25% re-stocking charge. The customer will be responsible for the return of the original order.
Manufacturer’s guarantees are advertised by product and vary across our website.
For any after-sales, warranty and guarantee queries, please contact us via email at email@example.com
Voucher Codes & Reviews
Voucher code promotions are subject to change without prior notice. We also reserve the right to exclude products from the voucher code offer and, therefore, not all products within our range will be available for use with a voucher code. External third party voucher code websites may display out of date voucher codes or voucher codes that are not genuine. We are not liable for any voucher code that is promoted or displayed anywhere other that the tbcustoms.uk website or other tbcustoms owned social media sites, such as Facebook, Twitter, Pinterest, etc. Voucher codes are only available at the time of placing the order (either online or by phone). We are unable to offer a voucher code on an existing order, once payment has been made.
In order to achieve the highest level of customer satisfaction we may send out a review request to obtain your feedback on our products and service. This request will be emailed to you after the date of purchase. If you do not wish to receive a review request, please contact us before purchasing on 01759 322589, we can then take your details out of the review request process. If you have already received a request to review and want your details removed, please contact us.
Compliments and Complaints
If you would like to tell us about a positive experience you have had with us, please email firstname.lastname@example.org
If you think we could improve our products or service you received from us, please email email@example.com
Governing Law and Jurisdiction
These conditions are governed by the laws of England