Delivery & Returns



Delivery


At Terrier Tools Limited, we aim to deliver your orders swiftly and securely. This policy explains our delivery procedures and your options clearly.


Processing Times

  • Orders are processed within 1–2 business days after payment confirmation.

  • Orders placed on weekends or public holidays will be processed on the next business day.


Delivery Options

We offer the following delivery methods:

  • Standard Delivery: Typically arrives within 3–5 business days (UK mainland)


Delivery Charges

Delivery charges depend on package weight, size, and destination. The exact charge will be displayed clearly at checkout.


Delivery Delays

Although we strive for prompt delivery, occasionally delays may occur due to circumstances beyond our control (e.g., adverse weather, holidays, courier issues). If your order experiences delays, we'll inform you promptly and take steps to resolve the matter.


Signature on Delivery

For security purposes, some orders may require a signature. If you are unavailable, a delivery notice will be left, advising how to rearrange delivery or collection.


Lost or Damaged Deliveries

In the rare event that your order is lost or damaged in transit, please contact us immediately. We will liaise with the courier and arrange a replacement or refund, as appropriate.




Returns Policy


We want you to be completely satisfied with your purchase from Terrier Tools Limited. Our returns process is straightforward and easy to use.


Returns Period

You have 30 days from receipt of your order to initiate a return.


Conditions for Returns

Items eligible for return must:

  • Be unused, undamaged, and in original packaging.

  • Include all labels, tags, and accessories.

Items not meeting these conditions or damaged by customer misuse will not be eligible for return.


For warranty claims (e.g., power tools), please contact us directly to discuss your options.


How to Initiate a Return

Follow these simple steps:

  1. Contact us via email at [email protected] within the returns period, clearly stating your order number and reason for return.

  2. Await our confirmation and instructions for sending the item back.

Return Shipping

  • Customers are responsible for return postage costs unless items are faulty or incorrectly supplied.

  • We strongly recommend using a tracked delivery service for returns.

  • Retain your proof of postage until we confirm receipt of your item.

Refund Process

Upon receipt and inspection of returned items, we will issue your refund to the original payment method within 5–7 business days. Please note that shipping charges are non-refundable unless items are faulty.


Exchanges

To exchange an item, please contact us first to confirm availability. If an exchange isn’t possible, we will provide a refund as described above.


Faulty or Damaged Items

If your order arrives faulty or damaged, please notify us immediately and provide clear photographs showing the damage or fault to expedite the return process.


Undelivered or Lost Items

If your item is undelivered or suspected lost in transit, contact us immediately. We will coordinate with the courier to promptly resolve the issue.

If you require further assistance or clarification on our policies, please contact our customer service team at [email protected].