Delivery & Returns, Cancel & Exchange Return Policy

TieDex Delivery & Shipping Policy (UK Mainland, EU & International)

🇬🇧 UK MAINLAND – FREE DELIVERY & RETURNS

  • Free Shipping within UK Mainland only on all sizes, weights, and dimensions.

  • Small Items: Delivered within 2–7 working days. Please allow additional time during peak periods (e.g., Christmas).

  • Large & Heavy Items (Over 25kg): Delivered via a two-man kerbside service within 7–14 working days.

  • Returns: We offer free 30-day returns for all UK Mainland customers.

  • Refund with 10 Business days 

Postcode Restrictions (Additional Charges Apply)

Free delivery applies to UK Mainland only.
Additional shipping charges may apply for the following areas:

  • Northern Ireland (BT Postcodes)

  • Scotland (Highlands & Islands)

  • Isle of Wight, Isle of Man, Isles of Scilly

  • Channel Islands & Offshore Isles

You will receive an electronic invoice with the shipping cost if additional charges apply.

Weight Limitations:

  • Orders up to 15kg are calculated automatically.

  • Orders over 25kg or 70kg may require pallet delivery.

  • We will confirm and invoice separately.

📦 Delivery Carriers Used in the UK:
DHL, UPS, FedEx, Royal Mail, TNT, Parcelforce, DX, DPD.

Offshore Isles & BT Postcodes – Delivery Zones with Surcharges

We may send electronic invoices for delivery to the following postcodes:

Scotland & Offshore Isles:

  • HS (Western Isles), IV55–IV56 (Skye)

  • KA27–KA28 (Arran & Millport), KW15–KW17 (Orkney)

  • PA41–PA49 (Islay), PA60–PA78 (Jura, Colonsay, Mull, Tiree, Coll)

  • PH41–PH44 (Muck, Eigg, Rum, Canna)

  • ZE (Shetland Isles)

  • TR21–TR25 (Isles of Scilly)

  • PO30–PO41 (Isle of Wight)

  • All IM (Isle of Man)

  • All IV postcodes

Northern Ireland:

  • All BT postcodes.

  • Orders over 15kg will be invoiced separately.

Shipping Insurance (Optional but Recommended)

All orders are quality-checked and photographed before dispatch.
If you would like additional insurance coverage, please book through:

🔗 Secursus Shipping Insurance
🔗 TieDex Insurance Class A

🇪🇺 EUROPEAN UNION SHIPPING & PAID RETURN 

  • Dispatch From: United Kingdom

  • Estimated Delivery: 3–7 working days

  • Max Weight (Online Quote): 0-16000kg

  • Standard Carriers: UPS, DHL, FedEx

📦 Products Over 3.2m or 1000kg:
If your item exceeds 3.2 metres in length or weighs over 1000kg, please contact us in advance.
We will provide a custom shipping quotation via electronic invoice.

🧾 Duties & VAT for EU Orders (DDU Terms):

  • All orders ship under DDU (Delivered Duty Unpaid).

  • Import VAT and duties are payable by the customer upon arrival.

  • Couriers like UPS/DHL will send you an email with a secure link to pay customs charges.

  • If you are VAT-registered, please provide your EU VAT number at checkout.

At TieDex, we aim to provide a smooth and transparent return process. Please note that customers are fully responsible for the cost of return shipping unless otherwise stated in writing by our support team. This includes arranging and covering all courier or postal service charges for sending items back to us.

In addition to return postage, customers are also responsible for ensuring that the returned items are adequately insured during transit. Any damage, loss, or mishandling that occurs while the item is being shipped back is the sole responsibility of the sender. We recommend using a trackable and insured shipping service to safeguard your return.

Items must be returned in their original condition, including all packaging, accessories, and manuals. Any missing or damaged components may affect eligibility for a refund or replacement.

Please ensure that the return is clearly labelled with your order number and return authorization (if applicable) to avoid delays in processing.

TieDex will not be held liable for parcels lost or damaged in return transit. For high-value items, we strongly recommend using a service that provides full coverage and proof of delivery.

Your understanding and cooperation are greatly appreciated.

At TieDex, we strive to maintain a fair and transparent returns process. Please note that customers are fully responsible for the cost of return shipping unless otherwise agreed in writing. This includes arranging and covering all courier or postal charges.

All damaged or returned items must be kept and must not be disposed of or thrown away under any circumstances. Every return or damaged item must include the original barcode and be supported with clear video or image evidence. Items returned without barcode identification or visual proof will not be processed.

Customers attempting to return used or previously damaged items under false pretences will be flagged and permanently ignored. Fraudulent claims will not be entertained.

All damaged items must be returned in their original packaging, including all internal and external materials, accessories, and documentation. Failure to include original packaging may void eligibility for any refund, replacement, or warranty claim.

Customers are also responsible for ensuring that returns are fully insured during transit. TieDex is not liable for loss or further damage during return shipping.

We reserve the right to decline any return not following these conditions. Your cooperation is appreciated.

🌍 We also offer road, air, and sea freight for larger orders – please email for a quote.

International Return Policy (UK Orders Shipped Abroad)

At TieDex UK, we strive to ensure customer satisfaction with every order. However, if you wish to return an item purchased internationally, please carefully review the following policy:

  1. Return Eligibility

    • Items must be returned in their original condition, unused, and with all original packaging, labels, and accessories. return within 14 busnuness days

    • Any item showing signs of damage, wear, or alteration may not be eligible for a refund. unless allready recived demage

  2. Customer Responsibility for Return Costs

    • All return shipping costs, duties, taxes, and associated fees are the sole responsibility of the customer.

    • TieDex UK will not cover or reimburse international return shipping charges.

    • The customer remains responsible for the goods until they are received and confirmed at our designated UK return address.

  3. Return Procedure

    • Please contact us before sending any return to obtain return instructions and authorization.

    • Returns must be sent using a trackable and insured courier service. TieDex UK is not responsible for lost, delayed, or damaged return shipments.

  4. Refunds

    • Refunds will only be processed once the returned goods have been received, inspected, and approved by our returns department.

    • Shipping fees paid on the original order (including international delivery charges) are non-refundable.

    • refund within 10 bunisness days

  5. Damaged or Incorrect Items

    • If you receive an incorrect or damaged item, please notify us within 48 hours of delivery with photographic evidence. In such cases, TieDex UK will provide guidance on next steps. stil return must be within 14 businessd days, 

  6. Exclusions

    • Certain items (e.g., customized, made-to-order, or hygiene-sensitive products) are non-returnable unless faulty.

  7. Return within 14 Days for demage or defective items, Return Must be tracked postage like dhl express or fedex express only, any demage to the good need to packed properly for return, please ask paid return label for safer transport.
  8. Refund with 10 business days fater good recived in good condition 
  9. Customer must book book insurance value over £1000 gbp from below link under insurance section 

 

Shipping Insurance (Optional but Recommended)

All orders are quality-checked and photographed before dispatch.
If you would like additional insurance coverage, please book through:

🔗 Secursus Shipping Insurance
🔗 TieDex Insurance Class A

INTERNATIONAL & WORLDWIDE SHIPPING & PAID RETURN 

  • We ship globally via DHL Express, UPS, and FedEx.

  • Estimated delivery: Based on service type and destination (typically 5–10 working days).

  • Online quotes support up to 10kg; heavier or longer items will require a manual quote.

  • Oversized or palletised items (e.g. sheds, gazebos, furniture) will be quoted separately.

📦 We ship any size, any weight – please email us for larger volume or freight shipping quotes.

At TieDex, we aim to provide a smooth and transparent return process. Please note that customers are fully responsible for the cost of return shipping unless otherwise stated in writing by our support team. This includes arranging and covering all courier or postal service charges for sending items back to us.

In addition to return postage, customers are also responsible for ensuring that the returned items are adequately insured during transit. Any damage, loss, or mishandling that occurs while the item is being shipped back is the sole responsibility of the sender. We recommend using a trackable and insured shipping service to safeguard your return.

Items must be returned in their original condition, including all packaging, accessories, and manuals. Any missing or damaged components may affect eligibility for a refund or replacement.

Please ensure that the return is clearly labelled with your order number and return authorization (if applicable) to avoid delays in processing.

TieDex will not be held liable for parcels lost or damaged in return transit. For high-value items, we strongly recommend using a service that provides full coverage and proof of delivery.

Your understanding and cooperation are greatly appreciated.

At TieDex, we strive to maintain a fair and transparent returns process. Please note that customers are fully responsible for the cost of return shipping unless otherwise agreed in writing. This includes arranging and covering all courier or postal charges.

All damaged or returned items must be kept and must not be disposed of or thrown away under any circumstances. Every return or damaged item must include the original barcode and be supported with clear video or image evidence. Items returned without barcode identification or visual proof will not be processed.

Customers attempting to return used or previously damaged items under false pretences will be flagged and permanently ignored. Fraudulent claims will not be entertained.

All damaged items must be returned in their original packaging, including all internal and external materials, accessories, and documentation. Failure to include original packaging may void eligibility for any refund, replacement, or warranty claim.

Customers are also responsible for ensuring that returns are fully insured during transit. TieDex is not liable for loss or further damage during return shipping.

We reserve the right to decline any return not following these conditions. Your cooperation is appreciated.

International Return Policy (UK Orders Shipped Abroad)

At TieDex UK, we strive to ensure customer satisfaction with every order. However, if you wish to return an item purchased internationally, please carefully review the following policy:

  1. Return Eligibility

    • Items must be returned in their original condition, unused, and with all original packaging, labels, and accessories. return within 14 business days

    • Any item showing signs of damage, wear, or alteration may not be eligible for a refund. unless allready recived demage

  2. Customer Responsibility for Return Costs

    • All return shipping costs, duties, taxes, and associated fees are the sole responsibility of the customer.

    • TieDex UK will not cover or reimburse international return shipping charges.

    • The customer remains responsible for the goods until they are received and confirmed at our designated UK return address.

  3. Return Procedure

    • Please contact us before sending any return to obtain return instructions and authorization.

    • Returns must be sent using a trackable and insured courier service. TieDex UK is not responsible for lost, delayed, or damaged return shipments.

  4. Refunds

    • Refunds will only be processed once the returned goods have been received, inspected, and approved by our returns department.

    • Shipping fees paid on the original order (including international delivery charges) are non-refundable.

    • refund within 10 bunisness days

  5. Damaged or Incorrect Items

    • If you receive an incorrect or damaged item, please notify us within 48 hours of delivery with photographic evidence. In such cases, TieDex UK will provide guidance on next steps.

  6. Exclusions

    • Certain items (e.g., customized, made-to-order, or hygiene-sensitive products) are non-returnable unless faulty.

🛃 Import Charges & Duties

  • All international orders ship DDU (Delivered Duty Unpaid).

  • Import taxes/duties depend on your local customs regulations and are payable by the recipient.

  • Couriers will send you a secure payment link before delivery.

  • For some countries, duties may be collected on delivery (ICOD).

  • If customs duties, taxes, or clearance fees remain unpaid, the shipment may be subject to strict enforcement actions by customs authorities or the courier service (such as FedEx). In many cases, this can include dismantling the goods for inspection, destruction, or lawful disposal, without any compensation to the customer. Alternatively, the shipment may be returned to the sender; however, such returns often incur high charges for international shipping, return handling, storage, and any additional processing fees. These costs can significantly exceed the original delivery charges and will remain the full responsibility of the customer.

    All necessary fees, including but not limited to customs duties, import taxes, clearance charges, storage costs, and any administrative or handling fees imposed by the carrier or customs, must be paid in full by the customer. Failure to do so may result in the shipment being permanently withheld, destroyed, or returned at the customer’s expense.

    To avoid unnecessary delays, extra charges, or loss of goods, customers are strongly advised to monitor their shipment status closely and ensure prompt payment of all applicable import-related fees. The seller or shipper cannot be held responsible for any loss, damage, or costs resulting from unpaid customs or clearance fees.

Shipping Insurance (Optional but Recommended)

All orders are quality-checked and photographed before dispatch.
If you would like additional insurance coverage, please book through:

🔗 Secursus Shipping Insurance
🔗 TieDex Insurance Class A

Appliance Installation Policy

For integrated appliances (e.g. washing machines, fridges, dishwashers):

  • We offer a professional installation service (optional). - Not Available International

  • If not using our service, appliances must be installed by a Level 2 qualified installer. - 

  • Installers must be trained by a certified delivery or appliance training company to meet UK safety standards.

📧 Contact Us


Terms and Conditions for Export to South Africa

(Shipping and Delivery Compliance)

All exports to South Africa shall comply fully with UK shipping, delivery, and international trade regulations, as governed by the Sale of Goods Act 1979, Consumer Rights Act 2015, and associated statutory instruments. Prior to dispatch, our team shall rigorously inspect every shipment, examining packaging integrity, product quantities, and verifying that contents precisely match the purchase order specifications.

As part of our compliance obligations, each package will be opened and thoroughly inspected. High-resolution photographs and detailed video recordings capturing internal and external packaging conditions, serial numbers, batch codes, and product descriptions will be documented. These visual records ensure traceability, transparency, and adherence to UK export standards, providing authoritative evidence of shipment integrity prior to departure.

The buyer agrees and acknowledges that acceptance of these terms is mandatory. By placing an order, the buyer expressly consents to these documented inspection procedures, aligning with UK delivery standards and South African import requirements. All photographic and video evidence will be securely archived and provided to the buyer upon request.

Any claims or disputes regarding shipment condition upon arrival in South Africa shall explicitly reference the recorded evidence collected during pre-shipment inspections, ensuring fair resolution consistent with UK and international delivery law.

 

Refund, Cancel  & Exchange Return Policy

UK Mainland Address

Refunds and Returns Exchange Cancelling order

FREE 30-DAY RETURN WITHIN THE UK, AND SAME SHIPPING LABEL FOR RETURN YOU CAN TRACK RETURN STATUS USING THE SAME LABEL

YOU MUST KEEP THE FOLLOWING INFORMATION WHEN RETURN

DRIVER NAME
VEHICLE REG NUMBER
TIME OF COLLECTION
PHOTOGRAPH OF RETURN LABEL
CONFIRMED DRIVER SCANNED THE RETURN LABEL
COLLECTION RECEIPT
PRODUCTS OVER £100GBP NEED A DRIVER'S PHOTO
Estimated Delivery: 3 TO 7 WORKING DAYS MOST OF THE PRODUCT

LARGER 2-MAN DELIVERY ITEMS 14 WORKING DAYS, Two Man delivery services are considered mostly over 25kg, over 25kg collection & return will be charged accoring to pallets 

Damage products need to be reported within 1-5 working days from the time of delivery after 5th-day replacement will not be acceptable, only a refund, Any damage needs to be reported within 5 working days,

Only Products purchased on the www.tiedex.co.uk website can be returned to Index Limited for a refund or an exchange. exchange within 7 working days only, You cannot dispose of any product or parts,

For returns or exchanges, we will collect when possible day within 3-60 days, you have to keep the product for 60 days, you cannot dispose of or damage the goods, and you should be responsible for all costs, normally we will collect within 7-14 working days if we didn't collect within 14 days please email back to us, we will respond as soon as possible, larger items or palletised product take 30 - 60 days for collection.

Should you make an error when ordering online, www.tiedex.co.uk will gladly exchange your Product for the Product you intended to purchase. The returned item must be unopened and in its original saleable condition.

FREE 30-DAY RETURN WITHIN THE UK, Estimated Delivery: 3 TO 7 WORKING DAYS MOST OF THE PRODUCT

LARGER 2-MAN DELIVERY ITEMS 14 WORKING DAYS


If you react to a product, you have the option of exchanging or refunding it within 14 days. the shipping fee will not be refunded both ways.

We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for the return and whether you require a refund or exchange, We are only able to exchange items for the same product


UK Delivery, If the product is damaged while it is being shipped to you, www.tiedex.co.uk will provide you with a full refund or exchange. Return postage will be refunded in case of damaged, defective or incorrectly sent Products and a refund will be issued through the method used for payment.


In all cases, original proof of purchase must be provided and Products must be returned within 14 days of receipt for www.tiedex.co.uk to process any refund or exchange. Please call [Tel: + 44 3333034064 or email to [sales@tiedex.co.uk] in advance of your intention to return or exchange a Product, so that www.tiedex.co.uk staff can assist you with a smooth transaction.

Please retain your postal receipt until you are certain your parcel has been safely received by www.tiedex.co.uk. We may need to see this if we fail to receive your package. Payment Gateway Will not be refunded 1% refund fees

We will do our best to process returns within 10 working days of receipt and a refund will be issued through the method used for payment.


--------------------------------------------------------------------------------------------------
INTERNATIONAL

Refunds and Returns Exchange Cancelling, Damage order

PAID RETURN INTERNATIONAL, WE WILL CREATE THE SAME SHIPPING LABEL OR YOU CAN CREATE LABELS FOR RETURNS YOU CAN TRACK RETURN STATUS USING THE SAME LABEL

YOU MUST KEEP THE FOLLOWING INFORMATION WHEN RETURNING, YOU HAVE TO BUY A RETURN LABEL. OR WE ISSUE A RETURN LABEL WITH AN ADDITIONAL CHARGE.

DRIVER NAME
VEHICLE REG NUMBER
TIME OF COLLECTION
PHOTOGRAPH OF RETURN LABEL
CONFIRMED DRIVER SCANNED THE RETURN LABEL
Estimated Delivery: 3 TO 7 WORKING DAYS MOST OF THE PRODUCT AS SOON AS DISPATCHED

LARGER 2-MAN DELIVERY ITEMS 14 WORKING DAYS, Two Man delivery services are considered mostly over 70kg,

Damaged Product

It needs to be reported within 1-5 working days from the time of delivery, free return is not available, if any product is damaged in transit you have to claim with the courier yourself, we can provide the necessary document, but you have to report to the carrier immediately. for claim,

You cannot cancel any orders when in transit, DHL, FedEx or UPS will charge you return fees, and import rates apply, when importing from another country, shipping fees will not be refunded.

Only Products purchased on the www.tiedex.co.uk website can be returned to Index Limited for a refund or an exchange. exchange within 7 working days only, You cannot dispose of any product or parts, we can provide a shipping label with additional fees, and we will charge shipping fees separately

For return or exchange, we will collect, when possible, day within 3-60 days, you have to keep the product for 60 days, you cannot dispose or damage the goods, and you should be responsible for all costs, normally we will collect within 7-14 working days, if we didn't collect within 14 days please email back to us, we will respond as soon as possible, larger items or palletised product take 30 - 60 days for collection.

Should you make an error when ordering online, www.tiedex.co.uk will gladly exchange your Product for the Product you intended to purchase. The returned item must be unopened and in its original saleable condition. and you have to return it yourself and we will charge shipping fees separately, free return is not available. customer needs to pay shipping fees when returning, and product damage in transit customer needs to claim with the courier, We can provide documentation when needed, and also you buy insurance with tiedex.co.uk

LARGER 2-MAN DELIVERY ITEMS 14 WORKING DAYS


If you react to a product, you have the option of exchanging or refunding it within 14 days. the shipping fee will not be refunded both ways.

We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for the return and whether you require a refund or exchange, We are only able to exchange items for the same product

In all cases, original proof of purchase must be provided and Products must be returned within 14 days of receipt for www.tiedex.co.uk to process any refund or exchange. Please call [Tel: + 44 3333034064 or email [INFO@tiedex.co.uk] in advance of your intention to return or exchange a Product, so that www.tiedex.co.uk staff can assist you with a smooth transaction. tiedex can provide a return label with return shipping fees, we will charge return shipping fees, and free returns are not available

Please retain your postal receipt until you are certain your parcel has been safely received by www.tiedex.co.uk. We may need to see this if we fail to receive your package.

We will do our best to process returns within 10 working days of receipt and a refund will be issued through the method used for payment.

and also, you can book separate shipping insurance when shipping we can add it with full insurance, please buy insurance separately

We will inspect All shipments of every parcel before export, And a Picture Will be Taken.

We are not responsible for Courier Delays, all international shipments are tracked, and you can track shipments in real time, we only Use DHL, FedEx or UPS for international shipments. Unless the Customer requests. Normally DHL FEDEX Or UPS delivers Internationally within 2-7 Working Days, Depending on the Country Zone. if your shipment wasn't received within 7 working days, there are some reasons, 1. customs clearance not in our control, 2. customs duties and tax payment delays, 3. Uncontrollable factors Like the weather, floods, storms Flight Delays something like that. You need to be patient in this case, If the courier sends any Email You have to follow the instructions, including duties and tax.

Sea Freight takes 4 to 8 Weeks, and you have to check your email instantly when an email comes from the seaport Authority. They will email you as soon as the product is ready for clearance, in some cases you have to find your brokers for clearance.

Order Cancellation and Refund Transaction Fees 1% will not be refunded, as we don't get a refund from an eCommerce merchant

Transaction fees 1 % merchant gateway will not refund transaction fees

Please Follow Customs Procedures, when importing from the UK, https://tiedex.co.uk/pages/customs