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Delivery & Returns 2018-03-08T17:42:58+00:00

Delivery terms

  1. Standard delivery terms are 3 working days from date of order
  2. Despatch closes at 3pm at which point your order date becomes the following day
  3. Next Day Delivery option is available for orders placed before 1pm. Couriers will deliver the next day between 9am to 6pm. We cannot be held responsible for delivery failures as occasional problems faced by courier companies are beyond our control.
  4. We use reputable courier companies and Royal Mail to deliver in our goods to try and ensure safe delivery. However, it must be remembered that damage can be caused in transit

Damaged goods

If your delivered goods are damaged you can get a refund or replacement by following these simple steps.

  1. Take a picture(s) of the damage including delivery packaging
  2. Email us within 5 working days with your picture(s) and details of your delivery date and order details including your order number, name/account name, address and contact phone number
  3. We will contact you via phone or email to confirm action and replacement goods arrangement

Faulty goods

If you think your goods are faulty please contact us immediately so we can investigate and replace any faulty goods. Please follow the steps below.

  1. Take a picture(s) to demonstrate the problem/fault
  2. Email us within 5 working days with your picture(s) and details of your delivery date and order details including your order number, name/account name, address and contact phone number. We will also need the batch number found on the label on the side of the tin to investigate the fault and test the batch
  3. A retained sample of the batch will be tested to see if and how the product is at fault
  4. We will contact you via phone or email to confirm action and replacement goods arrangement if the product is found to be at fault

Returns

Exchanges and refunds can be made but unless there is a fault with the goods, the customer is liable for the cost of return and delivery of replacement goods. To return goods you will need to.

  1. Arrange delivery of your goods back to the Thorndown factory
  2. Once the goods are received back in a sound and re-saleable state we will contact you to arrange delivery of replacement goods or a refund