The now retired owners of Tower Ridge would like to thank all of our past customers for their business.

For all historical order warranty information please see our returns section below.


Shipping

Once we have received your order, we will confirm current stock availability and advise the likely dispatch date, we will inform you of any item not in stock which we may need to order from our suppliers.

We will not charge your credit or debit card until the goods are ready to send and we have agreed any enhanced delivery options.

Postage costs to the UK and Northern Ireland (excluding the Channel Islands) are £5.00

We can send your order by either Royal Mail Standard Post, Royal Mail Recorded Delivery, Royal Mail Special Delivery, Parcel Force 24 Hr or Parcel Force 48 Hr delivery.

All customers who select the Next Day delivery option (orders placed with us before 12 noon) with a packaged weight of under 2kg will have their order sent by Royal Mail Special Delivery (delivery by 1pm). All Next Day orders with a packaged weight of over 2kg will be sent by Parcel Force 24Hr (delivery can be up to 5pm the next day and delivery to outlying areas such as Highlands and Islands etc may take 2+ days.

Royal Mail Special Delivery Next Day and Parcel Force 24Hr options including early morning and Saturday delivery and for orders over 2kg are available at increased cost. Next Day delivery options will be delayed if the "next day" is a national holiday. Please contact us for options and prices before making your order. We send orders Monday to Friday only with no weekend dispatch.

If you are unsure about the delivery timescale or packaged weight of your order please contact us before placing your order.

All our deliveries by both Royal Mail and Parcel Force will require a signature at the requested delivery address.

All items that are sent at customer request to an address other than the customers residential address will be considered delivered by us when signed for by any signatory at that address.

Postage costs to the Rest of The World

All orders outwith the UK and Northern Ireland will be liable to agreed and non refundable Postage Charges. All postage charges are determined by volumetric weight, destination and speed of delivery required. We will agree shipping costs with all customers before orders are finalised. Please contact us prior to making any order.

Price Match Terms and Conditions

  1. We'll match our competitor’s store or website UK price, (Ebay and Amazon sellers are excluded)
  2. The competitor’s product must be brand new, identical to ours, and offered on the same terms.
  3. We and the competitor must have stock ready for delivery.
  4. We must be able to verify the competitor’s price and stock position.
  5. We’ll match the price of a product; not delivery charges or other services.
  6. Cannot be used with any other offer.

Delivery Times to the UK

All in stock orders will be sent quickly and standard delivery usually arrives within 2-4 working days. Every effort is made to ensure that delivery is made within the estimated time scales and a maximum of 21 days.

We will advise by email or by phone of a likely delivery date for any items we need to order from our suppliers.

Returns and your Right to Cancel

Return of goods

We want you to be entirely satisfied with every purchase made from Tower Ridge Ltd and strive to offer you quality, value and service at all times. We accept there may be several types of returns, please contact us before returning goods to make sure we know they are being returned and the reason for their return, this is especially important for customers returning items from outwith the European Union.

In accordance with our membership of Safebuy and under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel your order within 14 calendar days following the date of delivery for item(s) purchased through the website. This does not apply to any perishable goods, specially ordered customised item, personalised or made to your specification.

Safety and climbing equipment are non-exchangeable and non-returnable as are custom made items specifically made for customers. This does not affect your statutory rights as a consumer.

Unwanted products being returned.

If you have changed your mind regarding goods received, send the item(s) back to us with the original packaging with labeling attached. Subject to the goods being returned to us and accepted by us as being in an unused condition and complete, we will refund the cost of the item(s). Goods are to be returned at the purchasers expense unless a warranty claim is being made.

Customers who select the Special Delivery option will not be eligible for refund for the Special Delivery postage charge applied.

Please download and complete our returns document.

Exchange of goods

Any customer who sends a product back to us for exchange which is not faulty will be liable to pay postage charges incurred by us for the return of the replacement product (minimum charge of £5.00). If the postage charge is likely to be more than the minimum charge this will be agreed with the customer before the replacement is sent.

Unused faulty products to be returned

If you wish to return any unused item due to it being faulty, please return the product to us and give details of the fault in writing. We or upon reference to the manufacturer,will then assess the fault, if we or the manufacturer agree there is a fault we will offer an exchange or a refund of the full cost including any agreed postage charges incurred by you in their return. We will refund only agreed costs of postage charges incurred by you in connection with your return, please contact us before you make your return.

Used faulty products to be returned

If you wish to return any item which has developed a fault after use, please return the product to us and give details of the fault in writing. We will assess the fault then and if we and/or the manufacturer agree there is a fault we may offer a repair, or an exchange where the fault is agreed as a manufacturing fault. Goods are to be returned at the purchasers expense unless a warranty claim is being made. Please ensure the goods are returned in a clean condition, if in our opinion the goods are not clean they will be returned to you without any inspection by our staff.

Warranty claim products to be returned

All products are subject to the normal manufacturers warranty. In the event of a warranty claim, please return the item to us with an advice of the fault in writing. Please identify clearly the area or part that has failed. All items should be returned in a clean, dry condition, otherwise they may be returned to you without attention. Further advice is available by contacting us (01738 643642) during our business hours.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have a right to cancel your order within 14 calendar days after delivery to you for any item purchased through the website. This does not apply to any perishable goods, specially ordered customised item, personalised or made to your specification.

To cancel any order, you can complete the cancellation form provided phone us, e-mail or write to us quoting your name or order number. You should take reasonable care of the items, retain all original packaging and must not use them. All goods are returned at your own expense unless the item is agreed as faulty or incorrect.

Please download our cancellation form

Please read our consumer contract

Providing the goods are received back and confirmed by us as unused and in a clean condition and in their original packaging with all accessories, you will receive a refund within 14 days.

This does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the Government’s consumer advice helpline) or your local Trading Standards Office.

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/265898/consumer-contracts-information-cancellation-and-additional-payments-regulations-2013.pdf

Pricing and Print and Image Errors

Prices and specifications are checked to the best of our ability, and whilst every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions. We reserve the right to alter our prices and specifications without notice.

Ownership of Goods

All items supplied to the customer remain the property of Tower Ridge Ltd until final payment of all sums owing in respect of those goods has been received in full by us.

Complaints

We will endeavour to deal with any complaint within five working days of receipt. In the event where we cannot resolve your complaint immediately we will advise a likely time scale to you and keep you informed of any investigation.

Security

Our payment forms are secure and protected by 128 bit SSL and are hosted by our transaction provider Secure Hosting. You can be assured that our full online trading site uses the standard means of internet security that, as consumers, we all like to see in place.

Access to information (data)

You can gain access to information that we may hold about you by telephone on 01738 643642, between the hours of 9am and 6pm Monday to Friday. If you should have any queries regarding our privacy policy or terms and conditions, please contact us.