Returns

We want you to be delighted with your T&G purchase however if you need to return an item(s) please see our returns policy below.

Please note that the returns policy only applies to purchases made directly from this T&G website.

1. How to return an item

  • If you wish to return an item, please return in its original condition and packaging within 28 days of receipt.
  • We recommend that you use a tracked delivery service, keep note of the returns tracking number or receipt. The returned goods are your responsibility until they are delivered back to us.
  • You will be required to pay for the return of the item to us.
  • Please fill in all return details on your sales order/receipt form and enclose in the parcel with the returning goods and attach the peelable address label.
  • Please keep a record of your order number if you’re returning items.
  • If you wish to return a trolley please contact [email protected] within 24 hours of receipt.

2. If you have lost your original sales order/receipt

  • If you no longer have your sales order/receipt please include a letter with your order number, name, email address, address and telephone number. Please let us know what you are returning and why. Your return cannot be processed without these details.
  • Return to:

Consumer Returns Department

T&G

Old Mill Road

Portishead

Bristol

BS20 7BX

  • You will be required to pay for the return of the item to us.
  • We recommend that you use a tracked delivery service, keep note of the returns tracking number or receipt. The returned goods are your responsibility until they are delivered back to us.

 

3. Faulty / broken items

  • Our products are packed with care and consideration. In the unlikely event that an item is broken or faulty on delivery please contact [email protected] department within 48 hours.
  • If your item develops a fault within 30 days of purchase please contact [email protected]. Proof of purchase will be necessary.
  • Please provide photographic evidence and state if you would like a replacement or refund.
  • If you have received a faulty / broken trolley please contact [email protected] within 24 hours of receipt.
  • All T&G salt, pepper & spice mills carry a lifetime mechanism guarantee. If your mill develops a fault that needs to be repaired please contact [email protected] please provide photographic evidence.

4. Exchanges

  • If you wish to exchange an item please contact [email protected] within 14 days of receipt.
  • If the new item is less we will refund the difference to you. If the item is more, additional payment will be required.

5. Wrong item/extra items delivered

  • If by mistake you have received the wrong/extra item(s) please contact [email protected] 

6. Trolleys

  • If you want to return a trolley or have received a faulty / broken trolley please contact [email protected] within 24 hours of receipt.

7. Salt, Pepper & Spice mill lifetime mechanism guarantee

T&G only offer a lifetime mechanism guarantee on salt, pepper and spice mills. The guarantee covers the mechanism within the mill; damage to the body or faults resulting from abuse, neglect or failure to follow the instructions for use, are not covered. Consumer statutory rights are not affected

In order to validate your lifetime mechanism guarantee you will need to make direct contact with the retailer or website that you originally purchased the item from. If you purchased your product from this T&G website and it develops a fault that needs to be repaired please contact [email protected]

You will need to provide us with a brief description of the fault and, if possible, digital photos of the problem, to help assess the claim. We'll also need to know the model number and date of purchase; you will find all this information on your original sales order/receipt form. This acts as your guarantee, so please make sure you keep it safe. 

If we are unable to repair the mechanism within your item, we will replace it with an item of equivalent specification. If no equivalent product is available we will discuss an alternative settlement with you, and we will always do our best to make sure that you are satisfied with the outcome.

8. Europe & International returns

  • If you want to return an item or have a faulty / broken item please contact [email protected] within 48 hours of receipt.

9. How long will it take to deal with my return?

  • Once we have received your parcel we will confirm receipt by email.
  • If you have not received our email confirmation of receipt within 10 working days, please contact [email protected]
  • It can take up to 14 working days to process the return and receive your refund.

10. Need help with your return?

  • Please contact [email protected] or telephone +44 (0) 1275 84841.
  • Customer Service lines are open Monday - Friday 9.00am - 5.30pm.
  • Lines are closed Saturday, Sunday and Bank Holidays.

11. Refunds

  • If you are eligible for a refund, we will refund the card used to pay for your original order.
  • Please note that it is your responsibility to notify us of any changes to your card details.
  • It can take up to 14 working days to process the return and receive your refund.

Our returns policy does not affect your legal right to cancel or your legal rights in relation to faulty and misdescribed products. please see our consumer terms & conditions for full details.

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