Returns Policy

TSS

Returns Policy

Thomas Stoner Supplies take a great deal of care in ensuring all product information presented on our website store is accurate and correct.

This is done primarily to ensure our customers can find products that are the best fit for your company.

Our returns policy covers all eventualities, from DOA, damaged, faulty, unwanted etc. We will accept all returns and arrange replacements as soon as we are notified. We will ensure that any incorrect or defective goods are collected within 5 working days of notification from our customers and if required, arrange to replace incorrect/defective goods or issue a credit in full for the specific items.

We take every care to ensure that detailed information is provided in presenting the products offered for sale. We do this to help ensure that you can easily find the right fit for your requirement. In the event that you are considering to return an item, then please refer to the information below.

For Items not Required / Customer Error

We will endeavour to provide as much information within the content of our product pages to allow you to make an informed decision on your purchase. However, should you require to return any product you can do so providing this is within 7 days of receipt, please note a re-stocking fee will be applied.

Please Contact 

Email cs@thomasstoner.co.uk

Please provide the following information:

  • Reason for return
  • Order reference
  • Contact details

Or

Telephone 03 300300600, option 2 Customer Service

Please Note You will have to arrange the return of the goods yourself and track them using a reputable carrier. If you require us to collect the goods, we can do so but this would be chargeable and deducted from any credit due. Please ask for a Quote.

The goods must be returned to us in original condition and in their original packaging, failure to do so may affect any credit due.

Faulty, Incorrectly Supplied, Damaged Items and DOA

We use couriers for many of our items and unfortunately damages can happen. We strongly advise that where possible you inspect the goods prior to signing for delivery. If you see any packaging damage whatsoever, please note this on the paperwork or PDA. 

If damage is substantial, we would always recommend refusing the delivery. If this is not possible please ensure you sign for the goods as unchecked to allow us to take any claims up with our delivery partners if necessary. Please then inform us with in 7days of receipt of goods or refusal of delivery.

If we have supplied an item incorrectly or it is discovered to be faulty or Damaged when received, you must notify us within 24 hours of receipt. We will then endeavour to get a replacement to you within 24hours, and arrange a collection or ask you to dispose of the faulty item.

Please contact

Telephone 03 300300600, option 2 Customer Service

or

Email cs@thomasstoner.co.uk

Please provide the following information:

  • Details of fault or damage
  • Order reference
  • Your contact details

Should there be any damage to the Product or Packaging we would ask that you send images of any damage to us as this will assist to speed up the uplift and replacement procedure.

Upon receipt of the information/Images Thomas Stoner Supplies will arrange replacements and uplift of the faulty / incorrect goods.

Made to Order Items

Made to order Items cannot be cancelled once ordered and cannot be returned once delivered – see terms and conditions for further information.