Question 1

Returns

Accepted Answer

Please call or email info@tuff-rok.co.uk prior to return for a Returns Authorisation Number (RNAxxxx). Failure to have this may cause unnecessary delay in the Returns procedure.

Question 2

Order cancellation

Accepted Answer

An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality, a refund for the goods will be provided when they are returned to us.

Question 3

Goods not required or incorrectly ordered

Accepted Answer

Under the Consumer Contracts Regulations, you are free to cancel your order and return unwanted goods within fourteen days of delivery. Please notify Tuff-Rok by phone or email to obtain the RNA number.  Goods must be returned at your expense, in the original unmarked packaging. They must be in the same new and unused condition as originally sold, adequately packed to avoid damage in transit. It is suggested that goods are sent registered post or insured with the courier as damaged goods cannot be refunded.   Upon satisfactory inspection, the full value of the goods will be refunded to the payment method used at the point of sale.   Tuff-Rok will also accept goods not required up to 30 days following the date of delivery. The same conditions apply as above, but may be subject to a 10% to 15% restocking/reboxing fee. Tuff-Rok reserve the right to refuse the return of unwanted goods outside the 30 day period.

Question 4

Damaged goods

Accepted Answer

Receipt of damaged goods must be reported to Tuff-Rok within 24 hours of delivery to comply with the couriers policies.  If the damage is visible upon delivery, please sign the courier note as “damaged”. You will be issued with an RNA number and asked to keep all packaging and to supply photos of both the goods and packaging by email to Tuff-Rok. This will enable us to replace the goods as swiftly as possible.   Tuff-Rok will then arrange with you to return the damaged item at our cost and at your convenience.

Question 5

Faulty or defective goods

Accepted Answer

You are free to return defective goods under a warranty claim for the full warranty period after delivery. We must be notified of the failure urgently and receive the part within 14 days of failure.  You will be asked to complete our warranty return form in full, including vehicle details, to ensure that we have a complete explanation of the problem. If the item is found to be faulty, you will have the option of a free replacement or repayment of cost and return delivery charge.   It may be necessary to return the item to the supplier or manufacturer to confirm the reason for failure. This may be a lengthy process and if a replacement is urgent, we will ask you to pay for another item until the inspection procedure is completed. Upon confirmation of defect, this cost will be refunded with return delivery charge.   Please note that the warranty given by Tuff-Rok products will only cover the value of the item. Labour charges and other costs are not included.

Question 6

Terms & Conditions

Accepted Answer

Tuff-Rok reserve the right to refuse returned goods if necessary. Reasons may include:   Goods that have been used.   Damaged goods/product box   Goods damaged as a result of misuse or ill-treatment.   Tuff-Rok cannot be held responsible for any items incorrectly ordered online. If you have previously discussed the order with our customer service team, we can only advise on the information given at that time. If upgrades or modifications have been made to your vehicles or by previous owners, and you are unsure if our parts fit please feel free to call us on 01204 411311 and we will do our best to help you.

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