Delivery & Returns, Cancel & Exchange Return Policy

Terms & Conditions Tiedex Limited

These Terms and Conditions apply to:

(1) the use of www.Tiedex.co.uk (the “website”); and
(2) our sale and supply of goods and services via this website.

The website is the property of Tiedex (“Tiedex”), which provides you access and use of this website subject to your compliance with these Terms and Conditions and all related policies and terms (collectively, the "Site Terms"). The Site Terms include, but are not limited to the Delivery, Cancellations, and Assistance Policy. Please review these Terms and Conditions and all related policies and terms before using this website.

We handle your Personal Data by our Privacy Policy.

By using and accessing the website you agree to be bound by the Site Terms and all applicable laws. You agreed with these Site Terms the first time you accessed this website from a particular computer or device and confirm your agreement each time you use this website.

If you do not have the authority to agree to or accept these Site Terms, you may not use or access this website.

The links below provide detailed information about our Site Terms. Please read them carefully:

PART (1): TERMS APPLICABLE TO THE SUPPLY OF GOODS AND SERVICES VIA THE WEBSITE

Definitions and Interpretation

In the Site Terms:

"Consumer" means an individual who uses the website to purchase goods or services from us that are not related to their trade, business, or profession.

"Cookies" are small text files stored on your computer.

"Tiedex Companies" means the group of companies of which we are part, which currently includes Tiedex retail, Price Tiedex, Inc., and Tiedex Limited.

"Tiedex Account Holders" means a trade or individual Account Holders of any of the Online Store Account Holders programs operated by the Tiedex Companies or their affiliates.

"Tiedex Satisfaction Guarantee" means the Tiedex satisfaction guarantee set out in the Consumer Delivery, Cancellation, Replacement, and Returns Policies.

"Personal Data" means data that identifies an individual or that can be reasonably associated with a specific person or entity, such as a name, contact information, telephone number, Internet (IP) address, and information about an individual’s purchases and online shopping;

"Site Materials" means all materials on the website including, but without limitation to, trademarks, design, product description, HTML text, graphics, other files, photographs, codes, software layout, designs forms, and the selection and arrangement thereof;

"We" or "us" or "Tiedex" means Tiedex Limited. In the Site Terms, paragraph headings are used for convenience only. They are not intended to describe the entire content of the paragraphs or have any effect on their interpretation.

PART 1: TERMS APPLICABLE TO THE SUPPLY OF GOODS AND SERVICES VIA THE WEBSITE

Contract, Pricing, Formation, Payment

Nothing in these Site Terms or elsewhere on this website constitutes an offer to sell or supply goods or services, including a to Tiedex.co.uk or an application made online for Tiedex Account Holders. Your order of goods or services or application for an account/Tiedex Account Holders constitutes an offer to purchase them. Our Order Confirmation confirms the receipt of your order but does not constitute an acceptance of it. Once we accept the order, however, we must supply the goods you ordered.

Except in the case of Higher Value Goods, we accept your order when we despatch the goods or begin to supply the services that you have ordered. This concludes the contract of sale for the goods despatched, but not for any other goods or services that you may have ordered at the same time.

In the case of Higher Value Goods, the contract between Tiedex and you for the sale/purchase of the goods concerned will not take place until the goods are made available for your inspection at the delivery address you have specified, and you have signed a receipt provided by the carrier. If you choose not to sign the receipt, we will retain the goods in question and your offer to purchase them will be deemed withdrawn.

Title to goods that you order will not pass to you until we have received payment in full for the goods concerned and the goods are delivered to you. We reserve our rights to retain the goods or recover them from you, at any time until you have paid in full. The risk of loss of or damage to goods that you order will pass to you at the same time as the title passes.

We shall be under no liability for any delay or failure to deliver goods or services ordered via this website if the delay or failure is caused by circumstances beyond our reasonable control.

We welcome debit cards (UK Maestro, Visa Debit), all major credit cards (Mastercard, American Express, and Visa), and PayPal online at www.Tiedex.co.uk. Saved payment method details can continue to work even if your physical card has been replaced by the issuing bank. Our token management service works with card networks and automatically attempts to update saved card details whenever a customer receives a new card (e.g., replacing an expired card or one that was reported lost or stolen). This allows you to continue using our service without interruption and reduces the need for us to collect new card details whenever a card is replaced. For more information regarding payment types accepted in our Online Store, please.

All card payments are subject to authorization by your card issuer. If your payment is not authorized, or for any other reason we are not able to take payment when we attempt to do so, we will not fulfil your order. We reserve the right to refuse a to any applicant, and we may revoke an at any time with or without cause.

For most products sent directly from our depot, the value of your order will be ring-fenced against your credit/debit card when your order is placed. If the product is being delivered directly to you from a supplier, for instance in the case of larger products such as electrical appliances, spas, installed items, and furniture, you may be charged at any point between confirmation of your order and despatch.

Please note that if you choose to pay by PayPal, your payment will be taken immediately on selected items.

Product Descriptions and Availability, Price indications and Offers and Changes

We take reasonable precautions to ensure that goods and services are fairly and accurately described on our website and that they are available at the prices listed. However, please note that subject to applicable law, we: (a) reserve the right to change the goods and services advertised or offered for sale through this website without any prior notice, the prices or specifications of such goods and services, and any promotional offers and any other Site Materials at any time and from time to time without any notice or liability to you or any other person; (b) cannot guarantee that goods or services advertised or offered for sale on this website will be available when ordered or thereafter; (c) reserve the right to limit quantities sold or made available for sale.
Subject to applicable law, we: (a) do not warrant that the Site Materials (including but without limitation to product descriptions, photographs, and product user guides) are accurate, complete, reliable, current, or error-free; and (b) reserve the right not to process orders, and to revise orders or recover funds where the price or other material information on this website is inaccurate or when we recognize there has been a material error or breach of the Site Terms.
The images of the products on our website are for illustrative purposes only.
If we do not process any order for such reason, we will advise you that the order has been cancelled and will either not charge you or will apply a credit to the payment type used in the order.
This website is used to order goods and services for delivery to addresses in the UK, EU and International.

Our Responsibility for Loss or Damage suffered by you as a result of using our Website and the Sale of Goods on our Website

Subject to the paragraphs below in this Section D, Tiedex shall not be responsible to you for any losses suffered by you because of or in connection with your use of the website or any inability to use the website or use of or reliance on any content displayed on our site.
If we fail to comply with these Site Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Site Terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights about the products; and defective products under the Consumer Protection Act 1987.
If we are providing services on your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

If you are not a Consumer or if you use the products for any commercial, business, or re-sale purpose we will have no liability to you for any business losses (whether foreseeable or not) including:

loss of profits, sales, business, or revenue.
business interruption.
loss of anticipated savings.
loss of business opportunity, goodwill, or reputation.
loss of use.
loss of data.
special, punitive, or exemplary damages; or
any indirect or consequential loss or damage.

If you are not a Consumer, our maximum aggregate liability to you in respect of goods and services that you purchase from us via the website (whether in contract, tort including negligence, strict liability, breach of statutory duty, or other legal theory) shall be limited to the price charged to you about those goods and services.

PART 2: TERMS APPLICABLE TO THE USE OF THE WEBSITE

Limitations on Usage, Licence, and Website Access

The use of this website is governed by the laws of England and Wales. The laws of your jurisdiction may be more strict than the laws that apply to this website. If you access this website from outside the UK, you do so at your own risk and are responsible for compliance with the laws of your jurisdiction.

This website is used to order goods and services for delivery to addresses in the UK, EU and International.

If you meet the above requirements, we grant you a limited license to make personal use only of the website. Such grant does not include, without limitation: (a) any resale or commercial use of this website or any Site Materials (defined above); (b) modification, adaptation, translation, reverse engineering, de-compilation, disassembly or conversion into human readable form any of the Site Materials not intended to be so read, including use of or directly viewing the underlying HTML or other code from this website except as interpreted and displayed in a web browser; (c) copying, imitating, mirroring, reproducing, distributing, publishing, downloading, displaying, performing, posting or transmitting any Site Materials (including any trade marks) in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or otherwise; (d) the collection and use of any product listings or descriptions; (e) making modifications to or other derivative uses of the website and any Site Materials; or (f) use of any data mining, bots, spiders, automated tools or similar data gathering and extraction methods, directly or indirectly, on the Site Materials or to collect any information from the website or any other user of the website. Except as noted above, you are not granted any right or license by implication, estoppel, or otherwise in or under a patent, trademark, copyright, database right, or other Intellectual Property right belonging to the Tiedex Companies or any third party. You may not use any meta-tags or any other ’hidden text’ utilizing any name, trademark, or product name of the Tiedex Companies without our express written consent. We may terminate this license, your and/or your use of or access to the website at any time if you breach or permit any breach of these Site Terms. Such actions by you may also breach applicable laws, including but without limitation to copyright laws, trademark laws, communications, regulations, and statutes. We reserve the right to enforce our legal rights.

Passwords and Security

If you use a password to access this website or any portion of it, then you are responsible for maintaining the confidentiality of the password and for restricting access to your computer. If you use a shared computer, remember to sign out once you finish shopping at Tiedex.co.uk. If the confidentiality of your account or password is compromised in any manner, you must immediately notify our Customer Care Centre on our freephone number 03333 034 064.

We reserve the right to take all action as necessary or reasonable to maintain the security of the website and your account, including but without limitation to terminating your account, changing your password, or requesting information to authorize or cancel transactions on your account.

While we take prudent steps to protect your account and the website, we cannot protect your information outside of the website. For example, if we communicate with you electronically but outside of the website, you acknowledge that the communication may not be transmitted and/or stored securely and may be viewed by others. You acknowledge that by requesting information by e-mail, we may transmit it to you and store it in an unencrypted form. Similarly, e-mails you send to us may also be unencrypted, and thus may be viewed by others. We may rely on the authority of anyone accessing your account or using your password. You accept responsibility for their activities. In no event will we be held liable to you for any liabilities or damages resulting from or arising out of (i) any action or inaction of Tiedex.co.uk under this provision; (ii) any compromise of the confidentiality of your account or password, and (iii) any unauthorized access to your account or use of your password.

Please see our Privacy Policy for more information on how we use, collect, store and disclose personal information.

Intellectual Property
Ownership

All Site Materials are owned by us or other Tiedex Companies and are protected by the UK and international copyright, trademark, and other intellectual property laws.

Trademarks

TIEDEX, TIEDEX.CO.UK, (and other registered trademarks owned by Tiedex listed on the attached Exhibit A), and their respective designs and logos are either trademarks or registered trademarks of Tiedex Companies and may not be copied, imitated or used, in whole or in part, without our prior written permission.
In addition, all page headers, custom graphics, button icons, and scripts are trademarks of Tiedex and may not be copied, imitated, or used, in whole or in part, without our prior written permission. All other trademarks, registered trademarks, product names, and company names or logos mentioned herein or on this website are the property of their respective owners.

Restrictions on Use

Except as stated in the Site Terms, none of the materials and Intellectual Property described in these Site Terms may be copied, reproduced, distributed, republished, downloaded, displayed, posted, or transmitted in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or otherwise, without our prior written permission or the respective intellectual property rights owner.

You may electronically copy and print portions of this website for the sole purpose of using materials it contains for informational and non-commercial, personal use only. Any other use of the materials on this website, including any commercial use, reproduction for purposes other than described above, modification, distribution, republication, display, or performance without our prior written permission is strictly prohibited.

Software

Any software, including any files, images incorporated in or generated by the software, and data accompanying the software (collectively “Software”), that may be made available on this website is licensed to you on a non-exclusive and limited basis. The Tiedex Companies shall retain complete title and all intellectual property rights to Software. You shall not copy, distribute, sell, modify, decompile, reverse engineer, disassemble or create modified copyright works or other derivative works from any Software.

Hyperlinks
Links to the website

You are granted a limited, non-exclusive right to create a hypertext link to the home page only of this website, provided such link does not portray any of the Tiedex Companies or any of their products and services in a false, misleading, derogatory, or otherwise defamatory manner. This limited right may be revoked at any time. You may not use, frame, or utilize framing techniques to enclose any Tiedex trademark, logo, or other proprietary information of the Tiedex Companies, including the images found on this website, the content of any text or the layout/design of any page, or form contained on a page without our express written consent. All other linking is prohibited without our prior consent. Except as noted above, you have not conveyed any right or license by implication, estoppel, or otherwise to any patent, trademark, copyright, design right, database right, or another intellectual property right of the Tiedex Companies or any third party.

Third-Party Links

We provide links and access to third-party websites that we allow to offer goods, information, and/or services. We do not monitor or assume responsibility for the content of third parties' statements or websites. Accordingly, we do not endorse or adopt these websites or any information they contain. We make no representations or warranties whatsoever regarding, such third-party websites and accept no responsibility for the quality, content, nature, accuracy, or reliability of websites accessible by hyperlink from this website or otherwise linked to this website.

Your Responsibilities; Information you provide to us; Enforcement

If you become a Tiedex Account Holder, and/or register on this website, you agree that any information you provide to us will be current, accurate, and complete. You must inform us of any changes to that information by updating your registration details on this website.

In addition, you agree not to use the website to (a) Engage in or encourage a criminal offence, breach the rights of any party, or otherwise create liability or breach any national, or international law; (b) Impersonate any person or entity or otherwise misrepresent your affiliation with a person or entity; and (c) Disseminate any harmful content of any kind, including without limitation, viruses, Trojan horses, worms, time bombs, zombies, bots or any other computer programming routines that may damage, spy-on, interfere with, surreptitiously intercept or expropriate any system, program, data or Personal Data controlled or possessed by Tiedex.co.uk.

All access to and use of this website is governed by and subject to the Site Terms. We have the right, but not the obligation, to monitor any activity and content associated with forums and interactive areas on this website. We may access at any time and use internally for any lawful purpose information stored on our systems, including the content of any e-mails or other communications. Consistent with our Privacy Statement and data protection legislation, we may disclose such information to any third party including law enforcement agencies to protect our rights, property, or staff in response to the legal process, or in a good faith belief that such disclosure is justified or required in an emergency.

We may investigate any reported breach of our Site Terms or complaints and take any action that we deem appropriate. We have the right, but not the obligation, to carry out this process. We can carry out such actions, including but not limited to: issuing a warning and suspending or terminating your access and use of the website and related services at any time. Tiedex takes no responsibility and assumes no liability for any Content posted or uploaded by any third party, or for any mistakes, defamation, slander, libel, omissions, falsehoods, obscenity, pornography, or profanity you may encounter on this website.

Responsibility for Your Conduct

You agree to reimburse Tiedex and its employees, agents, and representatives for amounts paid in compensation to any third party arising out of your misuse of the website, your breach of any Site Terms, or any rights of a third party. Indirect or attempted breaches of these Site Terms or any policy and actual or attempted breaches by a third party on behalf of a user of this website will be considered breaches of these Site Terms by such user.

Minors

We do not knowingly permit any person under 18 years of age to use this website. If you are under 18 years of age, you must not attempt to order goods or submit Personal Data via this website or otherwise use this website.

Disclaimers

This website and the materials provided on it are provided on an "as is" basis and, to the extent permitted by applicable law, without warranties of any kind, either express or implied. Tiedex disclaims, to the extent permitted by applicable law, all warranties, conditions, and terms express or implied, including, but not limited to, any warranties that might be implied as to the compatibility of the website with your computer equipment, software, or telecommunications links, or as to the fitness for any particular purpose of the website or the content on the website.
Tiedex does not represent or warrant that the website will be available, that the website services will meet your requirements or that materials on this website are accurate, complete, reliable, current, or error-free.

Tiedex does not represent or warrant that this website or its server(s) are free of viruses or other harmful components, even if Tiedex or its authorized representatives have been advised of the possibility of such viruses or other harmful components and you are advised to use up-to-date commercially available virus screening software when accessing or otherwise using this website. You expressly agree that the use of this website, including all content, data, or software, distributed by, downloaded, or accessed from or through this website is at your sole risk.

Reference to any products, services, processes, or other information, by trade name, trademark, manufacturer, supplier, or otherwise does not constitute or imply endorsement, sponsorship, or recommendation thereof by Tiedex.

PART 3: TERMS APPLICABLE TO BOTH PART (1) AND PART (2) ABOVE

Related Policies and Terms

Certain other, or amended, terms apply in the case of particular goods or services, where indicated elsewhere in the Site Terms or the relevant part of the website.

Please review all relevant additional Site Terms. The Site Terms do not alter, in any way, the terms or conditions of any other agreement you may have with us or with other Tiedex Companies for products, services, or otherwise. In particular, we draw your attention to the Tiedex retail Privacy Policy applicable to Tiedex Account Holders that you should refer to fully understand how we collect, use and otherwise process your Personal Data. In addition, these Terms and Conditions do not apply to

Modification of Site Terms

We reserve the right to modify these Site Terms at our sole discretion from time to time and only we have the right to do so. You may not alter, exclude, or add to the Site Terms, and any attempt to do so shall have no effect. If the Site Terms are changed, we will post the new terms on the website and note the date they were last updated. Any changes or modifications will be effective upon posting of the Site Terms as revised. Your use of the website following the posting will constitute your acceptance of the new Site Terms. However, any changes to the Site Terms will not affect the terms of any order you have already placed for goods or services via this website before such posting.

Governing Law and Jurisdiction

Whether you are a Consumer or not, you and we both agree that these Site Terms shall be governed by and construed by the laws of England and Wales.

If you are a Consumer, you and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

If you are not a Consumer, we both agree to the exclusive jurisdiction of the courts of England and Wales.

Termination

Notwithstanding the Site Terms, we reserve the right, without notice and in our sole reasonable discretion, to terminate your license to use this website and to block or prevent future access to and use of this website if you breach any of the Site Terms or applicable law. Upon termination, these Site Terms shall still apply.

Severability and Waivers

If any provision of the Site Terms is found to be unlawful, void, or unenforceable, then that provision shall be deemed to be severed from the rest of the Site Terms and shall not affect the validity and enforceability of any remaining provisions.

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provisions documented within the Site Terms. All waivers shall be made in writing.

Third Party Rights

No party who is not a party to the agreement between us created by the Site Terms (other than Tiedex's subsidiaries and affiliates) shall have any right to enforce any of the Site Terms whether by the Contracts (Rights of Third Parties) Act 1999 or otherwise.

Further Information

For further information about your consumer statutory rights, please see our section on “Your rights to cancellation, returns, and refunds” which can be found visit https://www.citizensadvice.org.uk/.

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

🇬🇧 UK MAINLAND – FREE DELIVERY & RETURNS,

Any Storage Shed Paid Return Only

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
Any Storage shed customer have to pay for return cost £60 per shed, shed return is not free

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

EUROPEAN UNION and INTERNATIONAL SHIPPING & PAID RETURN

Dispatch From: United Kingdom
Estimated Delivery: 3–7 working days
Max Weight (Online Quote): 0-16000kg
Standard Carriers: UPS, DHL, FedEx
14 DAY Return Policy

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) & USA and World Wide

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:

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 already received damage
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.
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.
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 business days
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 business days,
- If an international customer receives a damaged product, the item must be returned within 14 working days from the date of delivery in order to qualify for a refund.
  
  Please note that a refund will not be issued unless the damaged goods are returned. Customers are not permitted to keep the damaged item and receive a refund. Return of the goods is mandatory in all cases.
  
  Depending on the circumstances, we may either:
  - provide a prepaid return label, or
  - ask the customer to arrange the return using their own courier service.
  Where the customer is asked to use their own courier, the item must still be returned within the required 14 working day period, and valid tracking details should be provided.
  
  The refund will only be processed once the returned goods are either:
  - received back by us, or
  - confirmed by tracking as having arrived on UK soil, where applicable.
  All returned items must be sent back securely packaged. Once the return has been verified, the refund will be issued to the original payment method.
  
  If the damaged product is not returned, no refund will be made.
  
  Here is a slightly more formal website version too:
  
  International Damaged Item Returns
  
  For international orders, any item received damaged must be returned within 14 working days of delivery to be eligible for a refund. The damaged goods must be returned. We do not offer refunds where the customer keeps the damaged item.
  
  In some cases, we will provide a return label. In other cases, the customer will be required to arrange return shipment using their own courier. Where the customer arranges the return, tracking details must be supplied.
  
  Refunds will only be issued once the goods have been returned and either safely received by us or confirmed as arrived on UK soil by the relevant tracking information. If the goods are not returned, no refund will be issued.
  
  I can also make this sound more professional and stricter for your full returns policy page.
Exclusions
- Certain items (e.g., customized, made-to-order, or hygiene-sensitive products) are non-returnable unless faulty.
Return within 14 Days for damaged or defective items, Return Must be tracked postage like dhl express or fedex express only, any damage to the good need to packed properly for return, please ask paid return label for safer transport.
Refund with 10 business days after good received in good condition
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

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.

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.

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

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:

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 already received damaged
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.
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.
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 business days
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.
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

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.

Email: info@tiedex.co.uk | admin@tiedex.co.uk
WhatsApp & Mobile: +44 7436 522233
Logistics Hotline: +44 33-01-333-111
Registered Address: TieDex Limited, 124 City Road, London, EC1V 2NX,
United Kingdom
Web: www.tiedex.co.uk | www.tiedexlogistics.co.uk

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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 £100 GBP 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 according 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 3301333111or email to [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.

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.

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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 3301333111 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

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

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For Non-UK Residents

Customs charges apply to goods shipped from the United Kingdom.
We ship all orders directly from the UK.

Once your parcel reaches your country, the courier company (e.g. UPS, DHL, or FedEx) will contact you to explain how to pay any applicable customs duties and handling fees.
Your parcel will usually be held by customs until these charges are paid. You’ll receive payment instructions either by email or phone.

You’ll be charged Customs Duty on gifts and other goods sent from outside your country if they exceed the duty-free value threshold set by your local customs authority.

The courier will send you an electronic link or email notification explaining how to pay your duties. In some cases, you may receive a letter from customs, along with an email from your carrier containing tracking details and payment instructions.

For Import C.O.D. (ICOD) shipments, you’ll receive an email directly from UPS, DHL, or FedEx with details on how to complete your customs payment.

The declared value includes:

The price paid for the goods
Postage, packaging, and insurance

Unpaid Duties and Taxes

If duties or taxes remain unpaid, one of the following actions will occur:

Option 1: Return to Sender
The parcel will be returned to the United Kingdom.
Please note: Return shipping charges apply and are typically much higher than standard delivery costs. The carrier will charge export rates from the destination country.
Any such costs will be deducted from your original payment before any refund is processed. if returned all the cost responsible by customer

Option 2: Parcel Held or Destroyed
The shipment may be placed on hold and, after the standard holding period, may be destroyed without further notice.
Some countries may also issue fines or impose future import restrictions.

Option 3: Redirect to Another Country
You may request that the shipment be redirected to another destination, provided authorization is given and any applicable carrier fees are paid.

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Important Notice for All U.S. Personal and Business Customers – Electrical and Other Imports from the TieDex UK.

Due to the growing number of unpaid customs duties and tax cases across the United States, new compliance measures now apply to all orders shipped from the United Kingdom.

Effective immediately, personal customers must provide their Social Security Number (SSN), and business customers must provide their U.S. Tax Identification Number (EIN or Tax ID) at the time of purchase. This information is required for customs clearance and verification under updated U.S. import regulations. Please ensure these details are entered accurately in the message or notes section during checkout. Orders submitted without this information may be delayed or cancelled.

Please also note that all electrical goods are supplied by default with a voltage rating of 220V–240V and frequency of 50–60Hz. Before using any product in the U.S., confirm that your local voltage is compatible. For regions operating on 110V power, a voltage converter (220V to 110V), AND plug convertor required and installed by certified electrician is required to ensure safe operation. Converters are widely available from local electrical or hardware retailers.

By completing your purchase, you confirm that you understand and accept these requirements, including the obligation to provide accurate tax identification details and ensure proper voltage conversion where applicable.

PLEASE CONTACT FOR DDP - DELIVERY DUTY PAID FOR SMOOTH DELIVERY

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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.

Customs & For Non-UK Residents

Customs charges apply to goods shipped from the United Kingdom.
We ship all orders directly from the UK.

You’ll be charged Customs Duty on gifts and other goods sent from outside your country if they exceed the duty-free value threshold set by your local customs authority.

For Import C.O.D. (ICOD) shipments, you’ll receive an email directly from UPS, DHL, or FedEx with details on how to complete your customs payment.

The declared value includes:

The price paid for the goods
Postage, packaging, and insurance

Unpaid Duties and Taxes Shipping From UK

If duties or taxes remain unpaid, one of the following actions will occur:

Option 3: Redirect to Another Country
You may request that the shipment be redirected to another destination, provided authorization is given and any applicable carrier fees are paid.

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Voltage, Plug Type and Overseas Use Statement

All products supplied by us are designed for 220V–240V electrical systems and are fitted with a UK plug, unless clearly stated otherwise on the product listing.

It is the customer’s responsibility to ensure that any product purchased is suitable for use in the destination country before installation or use. We shall not be responsible or liable for any damage, malfunction, loss, injury, or other issue arising from voltage incompatibility, plug incompatibility, improper electrical conversion, or use outside the United Kingdom.

Where a product is used in a country with a different voltage, plug type, frequency, or electrical standard, the customer is solely responsible for arranging any necessary voltage conversion, transformer, plug adaptation, wiring adjustment, or other electrical modification required for safe and lawful use.

Any installation, adaptation, conversion, or connection must be carried out by a qualified, certified, and appropriately licensed electrician, in full compliance with the local laws, regulations, standards, and electrical codes of the country where the product is to be used.

We accept no responsibility for any fault or damage caused by:

use with an incorrect voltage or power supply,
use with an unsuitable plug, adapter, transformer, or converter,
installation by an unqualified person,
failure to comply with local electrical regulations,
or use of the product outside its intended specification.

By purchasing and using our products outside the UK, the customer confirms that they have checked compatibility with their local electrical system and accepts full responsibility for ensuring safe and lawful installation and operation.

Here is a stricter version if you want it more formal for your terms page:

Electrical Compatibility and Overseas Use Terms

Unless expressly stated otherwise, all products sold by us are supplied for use on 220V–240V systems and with a UK plug configuration. Products sold for the UK market may not be suitable for direct use in other countries.

Customers purchasing for use outside the United Kingdom must independently verify compatibility with the local electrical supply, voltage, frequency, plug type, and regulatory requirements before use. The customer is entirely responsible for obtaining any necessary transformers, converters, adapters, rewiring, or other modifications needed for lawful and safe operation.

All electrical installation and any required conversion work must be carried out only by a duly qualified and certified electrician, in accordance with all applicable laws and regulations in the country of use.

We shall have no liability for any direct or indirect loss, damage, defect, failure, safety issue, or expense arising from incompatibility with overseas electrical systems or from incorrect installation, conversion, or use.

Delivery & Returns, Cancel & Exchange Return Policy

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