General Conditions of Sale
The information you provide us with will not be passed on to third parties and will be treated as strictly confidential by Thurgo.
If you would like to have your item delivered to an address which is not registered to the credit/debit card our security team will contact you. In some cases we will require further security information and identification to be provided by the customer who will need to fax or email the required information to our security team.
Non-Faulty Goods (non special order items)
Under the new distance selling regulations you have the right to cancel this contract with Thurgo and return your goods for a refund within 14 working days from the day after you receive the goods.
Please contact Thurgo as soon as possible by telephone if you wish to cancel an order before it is dispatched.
It is the customer’s statutory duty to take reasonable care of the goods whilst in their possession. Therefore the goods need to be returned ‘with’ the original packing in perfect condition. Please make sure that you use plenty of protective wrapping.
It is highly recommended that you use a signed for service to reduce the chance of the parcel getting lost on the return journey. We cannot provide a refund for any lost or damaged returns.
We appreciate that the boxes need to be opened to inspect the goods, however all returns need to be in a resell able condition. Therefore we cannot refund on heavily damaged product boxes as we are unable to re sell them. Please ensure that you do not write on item boxes and avoid the use of excessive tape such as duct tape/heavy duty tape. The customer is responsible for delivery charges back to us.
You can request to return goods after 14 Days with a restocking fee - however this is at the discretion of our Customer Services team.
A refund for the goods will be made by the same payment method and to the same card that was used to make the purchase. All refunds will be undertaken within 30 days of cancellation. Please note credit/debit card refund can take 4 working days to clear.
A Return Merchandise Number (RMA) must be obtained: to request a RMA form please email: firstname.lastname@example.org
Business Customers - We do not accept unwanted products back . All orders which are purchased on a business credit/debit card or under a business name are classified as a Business Transaction, therefore we are unable to accept returns that are unwanted or left over from a job.
Special order items
Please be aware that special order items are bought in for you the purchaser. We do not stock these items as they are bespoke. For this reason we do not accept returns on special order items. For more information please email us at email@example.com
If you discover your purchase to be faulty within 30 calendar days of purchase please contact us by email Customer services: firstname.lastname@example.org
With some products the manufacturers would require the customer to contact them directly. In these cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.
Any goods returned faulty ( within 30 calendar days ) will be repaired or replaced and sent back to the customer carriage free.
Any goods returned for credit which are not found to be faulty will be returned to the customer with a minimum £10 carriage and administration charge. You must return the complete package, including accessories to us. Any items that are missing, when the product is returned to us will also be charged for - However this is at the discretion of our Customer Services team.
All goods must be signed for by an adult aged 18 years or over on delivery
Upon delivery of the Products to our carrier we will send you a confirmation of shipment by e-mail provided you have indicated an e-mail address on the Order Form.
Delivery charges and estimated timescales are specified in the delivery Tariffs section and also when you place an order. We make every effort to deliver goods within the estimated timescales; however delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver the products within estimated timescales.
Certain items may ship by post and cannot be tracked once they have entered the postal system. All other shipments use carrier delivery for maximum security and tracking.
In the event that the product becomes faulty due to the manufacturing process it will be covered by the manufacturers warranty for at least 1 year. Some products have a longer warranty and this will be shown on the product listing at the time of purchase. We are happy to contact the manufacturer on behalf of the customer to assist with a warranty claim, however we have no obligation to do so.
Contract of Sale
The contract of sale between Thurgo & the customer is binding once the purchased items are dispatched from our premises. Before this period of time both the customer and Thurgo has the right to cancel the sale at any time even if you have received an order confirmation email.
Accuracy of Published material
Whilst we endeavour to make sure all the information on our website or promotional material is accurate on occasions a mistake may occur. Examples of this include: the price, description or availability of a product you have ordered. In the event of such an error a full refund will be given if you no longer wish to continue with the transaction.
Unfortunately on occasions items become damaged in transit as we do ship breakable goods it is inevitable that this can happen.
If you believe that your item has been damaged in transit we require you to notify us within 24 hours of taking delivery. Notification may take place by telephone but the best method is by email. After 24 hours we are unable to offer a free part.
You will need to provide photographs of the damage by email.
Once we have received this information we will process either replacement parts or a full exchange of the product.
Where an exchange is required we will either arrange a collection or refund the return postage costs.
We aim to process a replacement of a damaged item/parts within 7 days, however times may vary.
You will be given an estimated time frame for replacement/parts as soon as possible via email.
Information shown on this website is intended for guidance only.
Content, information, price and availability is subject to change at our discretion without prior notice to you. Any such changes will apply to subsequent orders placed. We do provide a service to you as well as links to other websites. We make no representation or warranties of any kind (except when we are dealing with you as a consumer as defined in Section 12 of the Unfair Contract Terms Act 1977), express or implied, with respect to our website or the information, content, materials or products included in our site including without limitation, warranties of merchantability and fitness for a particular purpose.
Additionally, we do not represent or warrant that the information accessible via this website is accurate, up to date, uninterrupted or error free. We do not guarantee that this website will be compatible with all hardware and software which may be used to view its content. In no event shall we be liable for any special, incidental or consequential damages, or for interrupted communications, loss of data, loss of profits, reverses or viruses which may affect your computer equipment, software, data or other property as a result of you accessing, using or browsing our website or you downloading any of the materials, data, text or images contained within.