Terms & conditions

When purchasing from us, either through this website or by phone, you agree to be bound by the following terms and conditions. Separate terms and conditions apply to our concrete flue sales; please call for details.

Prices and taxes

All prices on the TTFC Essex website are in pounds sterling and exclude VAT, which is added at checkout. Delivery is quoted with your enquiry, depending on the volume and weight of the shipment.

We endeavour to ensure all our prices are correct. In the event of any error, we will make you aware of the correct price before processing your order, and we will be happy to cancel the order if you no longer wish to proceed.

Payment

Enquiries sent through this website are not orders. We will reply with a quotation, and confirm how to pay when you decide to order. Your order is accepted once payment has been received and you have been sent an order confirmation.

Order cancellation

This must be done in writing, by telephone, by email or by some other durable medium.

Your order confirmation

When you place your order you will receive a confirmation email showing your order, the delivery address and the products ordered. This also serves as your sales receipt. Please check it for accuracy as soon as possible and report any discrepancies immediately. If your confirmation does not arrive within one day, please give us a call.

Dispatching goods and delivery

Our aim is to dispatch all goods ordered and paid for by noon on the same day, subject to stock and availability. Special order items can take up to 14 days from receipt of order. For further delivery information, please call.

We use both our own vehicles and carriers such as DX and FedEx.

All goods will be dispatched to the delivery address given at the time of order. Should you wish to change your delivery address after your goods have been dispatched, there will be a one-off fee of £12.00 to cover our admin costs.

Once your goods have been dispatched, we reserve the right to charge a one-off fee of £18.00 for deliveries refused by the customer, to help cover the costs incurred.

TTFC Essex cannot be held responsible for late deliveries due to courier issues, e.g. traffic or industrial action. Whilst we take every action to ensure your goods arrive on time, TTFC Essex cannot be held responsible for any installer cost, or other related costs incurred due to late delivery of your goods, unless caused by gross negligence.

We advise all of our customers NOT to book any installers or other related trades until your goods have arrived safely with you and have been checked as correct and in good condition.

Our delivery must be signed for by the recipient upon delivery. Please check the goods for damage before signing the courier document. If you are in any doubt, sign the delivery note as “damaged” and inform TTFC Essex as soon as possible after delivery – we only have 24 hours to make a claim against the courier.

Any shortages on delivery must be reported to TTFC Essex within a reasonable amount of time after delivery.

If you are out when our couriers attempt delivery, we will endeavour to deliver your goods the following day. After two failed delivery attempts, our courier will require you to contact them personally to arrange a convenient time and date for redelivery. If TTFC Essex or our courier is not contacted within 3 days of the initial delivery, you may be charged a re-delivery fee. Goods returned to TTFC Essex because the customer was out on two occasions and failed to contact our courier will also incur an additional charge for re-delivery.

Our courier will attempt to deliver your goods to a neighbour if you are out at the time of delivery. If you do not want your goods left with a neighbour, please tell us when ordering (there is a notes box at checkout).

Refunds and returns

You have a 14 consecutive day cooling-off period in which your goods can be sent back to us, with the exception of bespoke items and flexible flue liners (both solid fuel and gas), as these are manufactured and cut to your specific requirements.

All goods returned to TTFC Essex must be accompanied by either a TTFC Essex returns form or a visible note in the packaging giving your contact details (e.g. name and order reference) so that we can identify where and whom the goods are from. Without this information we will not be able to deal with your returned item and your credit could be delayed.

Delivery charges are non-refundable (postage is only refunded in the unlikely event that your items were faulty or incorrect on delivery), so you will be refunded the full value of the items returned less the delivery charge. The cost of returning the item(s) is the customer’s responsibility, so we strongly recommend that you send the parcel by a tracked service and keep a copy of the tracking number. We are not responsible for items lost by the delivery services used in the returns process.

A returns form can be obtained by calling our sales team or by contacting us. No goods will be accepted for credit unless we have heard from you first.

Please note: goods returned within 14 days of receiving your order should be accompanied by your contact details and be in the item’s original packaging.

All goods must be returned in good condition and in their original packaging. It is the customer’s responsibility to take reasonable care of goods being returned, and they must be returned by the customer’s own courier at the customer’s own cost. If an item is damaged when it arrives back at our depot, we will contact you within a reasonable time so that you can make a claim against your courier. We strongly advise you to take out insurance with your courier when sending goods back to us. If goods are damaged when we receive them, we will not be able to refund them and will return the damaged goods to you.

Goods returned after 14 consecutive days will be subject to a 25% re-handling charge.

Refunds are made to the card or PayPal account used to pay.

Faulty and incorrect goods

If goods you have ordered are faulty or incorrect, please call us and request a returns form. (This excludes special-order or specially manufactured goods, for which we reserve the right not to refund.) No goods will be accepted back unless accompanied by our returns form. Alternatively, contact us through the contact page or write to us at the address below.

Contact

Please feel free to give us a call about any of the above.

TTFC Essex Ltd.
Unit 4 Little Mollands Farm, Mollands Lane, South Ockendon, Essex, RM15 6RX
Tel: 01708 856000
VAT number: 946 3335 12
Company registration number: 06782841