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Customer Information

Our Customer Service section is designed to answer any questions you may have. If you would like further information, please contact us.

Our Guarantee

Our customers' satisfaction is very important to us. If you are dissatisfied in anyway with the service or products you receive you should:

We will replace or refund the value of any product which you think falls below the high standard you expect. If you choose to return products which have been delivered, Teesdale Trencherman will reimburse any sum received from you within 10 days. This will be done by crediting the credit or debit card you paid with.

Pricing and descriptions

Product descriptions, prices and promotions shown on this website should only be used as a guide and Trencherman reserve the right to vary them without notice. Images are provided to help customers recognise products. Due to packaging redesign and improvements, the images may not reflect exactly the pack you receive. The weight of any pre-packed products may vary marginally from that ordered and the price may change to reflect the actual weight.

All prices quoted are inclusive of value added or other taxes. All items shown are subject to availability and photographs are for illustration purposes only. On some occasions we have to freeze products. We only do this when we know it will not be detrimental to the quality of the product. Your product will be clearly marked. In the event of unavailability of certain items Trencherman reserve the right to substitute these with items of the same or greater value.

Delivery Pricing

Delivery Information

Products are normally available from stock and are dispatched within 5 days of receipt of your order.

Delivery to UK mainland addresses is via next day delivery services to ensure the quality of our products. You should expect to receive your order within 5 days of placing it. If you require your order to be delivered on or by a specific date, please make this clear in the Additional Comments box at the bottom of the Checkout page. We will always endeavour to despatch an order to arrive on your chosen date, however we do not despatch on a Friday. Delivery is made through independent carriers, for example Parcelforce. A signature may be required on delivery of the product.

Payment

You can make a secure payment by credit card using our Secure Server and Shopping Cart.

Payment can be made via Visa, Visa Debit, Visa Electron, Mastercard and Switch.

Security

We use SagePay for all online transactions. All information passed between ourselves and SagePay Payment System is encrypted and signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information. We do not store any of your payment information within our system.

Order errors and cancellations

If there are any errors or shortages in your order call 01833 630 302 (9.30am to 5pm, Monday to Saturday) or email customerservice@trencherman.co.uk within 48 hours of receiving your order.

There is no charge for withdrawing an order. To cancel an order call 01833 630302 (9.30am to 5pm, Monday to Saturday) or email customerservice@trencherman.co.uk quoting your order number.

All products are subject to availability. Trencherman reserve the right to substitute for like where necessary.

By accepting these terms and conditions you are agreeing to terms of our privacy policy. Click here to view this now.

These Terms and Conditions do not affect your statutory rights.

Returns, Refunds and Cancellations

Returns where items have Arrived Damaged or Faulty

If your goods arrived damaged or are faulty your first action is to inform us by email to customerservice@trencherman.co.uk  or call on 01833 630302 within 7 days and preferably within 48 hours. Our Returns Department will then arrange the return of these goods and we will replace the goods at no charge. 

Return of Faulty Goods

If your purchase was originally fine but has become faulty quite soon afterwards, please email us in the first instance to customerservice@trencherman.co.uk with a short description of the problem and we will email you back.

Return of Non-Faulty Goods

Non-faulty goods must be returned within 7 days after receiving the product. In the first instance please contact us by email to customerservice@trencherman.co.uk preferably within 48 hours. Our Returns Department will then contact you with the relevant procedure. Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, we will fully refund the price of the goods including postage where paid. You will receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Refunds of Faulty Goods

All verified faulty goods will be fully refunded and we will also pay for the return postage. Please note that the verification process may mean we have to send the item back to the manufacturer. You will receive your refund within 30 days although usually much sooner.

Refunds of Non-Faulty Goods

Non-faulty goods must be returned within 7 days as detailed above. Provided everything is in order we will fully refund the price of the goods.The return postage will not be refunded unless the reason for return is due to a mistake by ourselves.

Cancellations

Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, we will fully refund the price of the goods including postage where paid. You receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Complaints

It is in our interest to resolve any complaints as soon as they occur.

We will personally deal with all complaints as soon as possible, acknowledging your complaint within 48 hours and keeping you informed of our progress during the complaints procedure.

If you have a complaint, please don't hesitate to contact us.


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