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Deliveries and Returns

This Delivery & Returns Policy, as laid out, is valid to the Online Shop only.

We deliver to Mainland UK, excluding the Scottish Islands and Highlands. For any locations outside Mainland UK, including international shipping, please contact Anthony Barrow at [email protected] for a cost estimate.

Shipping Fees

A standard shipping fee of £6.25 will be applied to light goods (under 2KG), parts, clothing, toys and merchandise.

Deliveries over 2kg are sent via Courier or Royal Mail (Mainland UK Only) at a cost of GBP £9.99

Postcodes beginning with AB/ HS/ IV/ KW/ PA/ PH/ ZE- Shipping fee of £20

Postcodes beginning with BT/ IM / TR – Shipping fee of £30

Postcodes beginning with JE/ GY – Shipping fee of £55

All prices include VAT.

Click & Collect – FREE

Heavy Goods & Machinery Deliveries

All heavy goods, such as ride on mowers or machinery attachments will include personal delivery free of charge to any postcode with PE, NR, CB, IP, CO and CM. Any heavy goods deliveries outside of radius will incur a delivery charge of £250.00. Our sales team member will be in touch to arrange a suitable time for delivery.

Contractual agreements with our garden machinery suppliers mean that we must demonstrate the product to you in person and we must explain safety considerations to you, must show you how to start and operate the machine and must start the machine up for you and demonstrate that it runs.

Any additional items purchased with your machinery can be delivered free of charge with the personal delivery as well. Please let our team member know if you have a preference.

For any questions regarding your heavy goods order, please contact [email protected].

Timescales

Most products will be shipped within 3-5 working days from time of order. Machinery delivery times may vary, you will receive an email from our team to arrange a convenient delivery date within 2 working days from your order.

Where click and collect is selected, we will notify you as soon as the product is available for collection as we may need to draw stock from a different branch – again please allow up to 5 days for purchases to become available for collection. For postal orders, we shall endeavour to despatch your order as soon as practicable, dependent on stock availability

We ship Monday to Friday with orders placed after 2pm on a Friday being dispatched on the next Monday (excluding Bank Holidays).

We will always aim to deliver products as near to our estimated times as possible. Should we be unable to deliver items within 30 days of your order, we will inform you and offer you the option to cancel your order for full reimbursement.

Receipt and signature

If you have selected to click and collect, then you must collect the item or items in person at the selected branch address, and proof of ID and a signature must be provided.

Courier deliveries will also require a signature upon delivery and ID (over 18) for selected items.

Delivery problems

If you experience any problems with a delivery, please contact us by email to [email protected] or by telephone on 01353 863038, selecting Option 1 for Parts.

If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the time specified on the card left at your address, then we may agree to arrange for re-delivery of the products, providing that we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free-of-charge.

An indicative list of the situations where a failure to deliver will be your fault is set out below:

  • you provided the wrong address for delivery;
  • there is a mistake in the address for delivery that was provided;
  • the address for delivery is not reasonably accessible;
  • the address for delivery cannot safely be accessed;
  • where in person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns & Exchanges

We hope that you are fully satisfied with everything you order from Thurlow Nunn Standen. However, should you need to, we are more than happy to replace or refund items. Please return items in their original packaging, enclosing the TNS Returns Form, unused, to us within 30 days of receiving the goods for a full refund. We cannot be held responsible for items that go missing in transit. This process will apply to returns to your local branch.

All returns must be as new. Toys must be sent back in the intact original packaging, containing all parts and accessories. Clothing must also be returned in the original packaging.

Return costs

Return any postal or courier delivered items to Online Sales Team, Thurlow Nunn Standen, Wisbech Road, Littleport, Ely, Cambs CB61RA by recorded delivery, properly packaged.

Please enclose our returns form which must be included in your return. Items must be returned at your own cost; however, we will cover the return costs if the goods are faulty or if the wrong item is delivered.

As soon as we have received your return, we will raise a credit. Please allow a 4-week period for this to be administered.

To request a return, please email [email protected] or call 01353 863038, selecting Option 1 for Parts and we will action this.

Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Your Legal Rights

Our refund policy is in addition to and does not affect any of your legal rights. For any queries about your online transaction, please get in touch at [email protected] or call 01353 863038, selecting Option 1 for Parts.

Privacy & Security

Like you, Thurlow Nunn Standen take your privacy very seriously. Our Privacy Statement is therefore designed to provide you with appropriate information, assurance and confidence that we are handling your data in a secure, professional manner, with the respect it deserves. This statement addresses what personal information we collect and how we handle the personal information shared with us.

Please read our detailed TNS Privacy Statement.

Payment, Pricing & Promotions

We currently accept orders paid with a credit card (VISA and MasterCard) via our Payment system Stripe. Prices on the website include VAT which charged at the VAT rate current in Mainland UK.

We also offer payment via Klarna for transactions over £100. You can pay using 3 interest-free instalments. Further details and T&Cs for this can be found HERE.

Promotions

Thurlow Nunn Standen reserves the right to suspend, cancel or amend any promotion and/or review and revise these terms and conditions at any time without giving prior notice. By continuing to take part in the promotion subsequent to any revision of these terms and conditions, users shall be deemed to have agreed to any such new or amended terms.

If you register at the TNS Online Shop and sign-up for our Newsletter Service you will receive information and offers on a regular basis.

Voucher Conditions:

  • Vouchers are non-refundable
  • Voucher codes can be redeemed only once
  • If the purchase falls below the amount of the voucher, the holder will not receive the difference as credit
  • If the purchase exceeds the amount of the voucher, the holder must pay for the balance
  • You can only redeem one voucher per order
  • Vouchers cannot be redeemed for cash. Items purchased by vouchers, if not satisfactory, can be exchanged for comparable merchandise only
  • We are not responsible for lost or stolen gift Vouchers
  • The holder is responsible for all taxes (including VAT), duties or fees arising out of the use of the voucher to purchase merchandise
  • The voucher does not include shipping and handling

Credit card fees

Credit card payments may result in additional fees from your credit card company. We accept no responsibility for any additional fees.

Complaints Resolution

If you have any complaints about an online transaction, please get in touch with us at [email protected] or call 01353 863038, selecting Option 1 for Parts and we will endeavour to find a solution.

If you would like to escalate your complaint, the European Commission has set up an online service to resolve disputes about online transactions. Please visit the Online Dispute Resolution website.

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