Refund & Returns Policy

• Deliveries & Installations

1. All deliveries must be signed for, if a delivery note is not signed by you or your representative we will not be able to process a claim if subsequently you find that you have faulty or damaged goods.
2. Please check your delivery for damage or discrepancies when it is being delivered and if any is found please note the damage or discrepancies on the delivery note as well photograph the damage or discrepancies if possible using a smart phone or digital camara with GPS and Date Time setting on.
3. Our drivers are instructed to give you time to check your delivery for damage before signing the delivery note.  In the unlikely event that a driver or courier does not give you time to check your delivery before signing the delivery note please clearly write on the delivery note that the driver refused to give you time to check your delivery;  it is important that under these circumstances you DO NOT  sign the note as unchecked as we will not be able to process a claim if you find damage after the driver has left. 
4. All installations must be signed for by you or your representative at handover, whether that is sectional completion for a multi-phase installation or completion for a single-phase installation. It is your responsibility to walk around with the installation manager and check that the installation has been completed to the agreed layout, specification and standard before you sign the installation completion document. 

• Damaged or Faulty Goods

1. 1. 1. When you unpack your goods if you find damage that was not apparent at delivery or faulty/missing components, please take note of the problem and photograph the issues using a Smart Phone or Digital Camara with GPS and Date Time setting on. Go onto the website and go to the report a problem tab at the bottom of the home page, fill out the form and upload the photographs.  Or you can Click This Link to go straight to the form.  Someone from Customer Services will contact you within 24 hours to progress your ticket.
      2. For all Delivery Services except Deliver & Install, you have 5 days from the date of delivery to report damage or discrepancies.
      3. For Delivered and Installed items you have 1 day from the completion date of the installation to report damage or discrepancies not picked up on the post installation walk around.
      4. For goods that fail during the guarantee period please go to the report a problem tab at the bottom of the home page and fill out the form or Click This Link

•   No Fault Returns

1. 1. 1. Once you have received your delivery if the goods are no longer required you can return them, so long as they still new and unused, however, there will be a carriage charge for collecting the goods and a restocking charge once the goods are back at the warehouse.  Please see the table below for charges.
      2. Please note that in order for us to be able to restock your items if they are no longer required we will need to have them returned their original packaging and this should be undamaged and the goods packed correctly as they were when you received them, so please take care when unpacking your items not to damage the packaging and to retain all of the packaging if you want return the items 

• Schedule of Charges

* Failed deliveries (refused goods or where no one was/is available to take delivery) will incur the following costs:
Policy	Re-stocking fee	Carriage – charge per parcel	Carriage – charge for palletised and loose loaded deliveries
Failed delivery – goods returned to Tua Office Furniture	35%	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
Failed delivery – delivery re-attempted within 48 hours. *Note only available on carrier networks	n/a	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
Failed collection	n/a	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
* Goods no longer required
Policy	Re-stocking fee	Carriage – charge per parcel	Carriage – charge for palletised and loose loaded deliveries
Reported to Tua Office Funiture within 28 days of delivery in original packaging, unused and in re-stockable condition. Images may be requested to show condition of goods.	35%	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
Reported to Tua Office Funiture within 28 days of delivery not in original packaging, used and not re-stockable – Collection service	100%	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
Build and bag items or made to order items – Collection service	100%	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces
Not accepted outside 28 days – Collection service	100%	£17.50 per parcel – Areas of Scotland and outside mainland UK may incur higher charges. Price on application/occurrence	£45 per pallet space. Orders over £2k net, charges are calculated upon application/occurrence.  *Note oversized pallets are 2 spaces