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Terms & Conditions

Tetenal UK and its affiliates provide access to the tetenaluk.com website (the 'website') and sell our products to you, subject to the conditions set out on this page.

Please read these conditions carefully before using the tetenaluk.com website. By using the Tetenal UK website, you signify your agreement to be bound by these conditions.

Conditions Relating to Your Use of tetenaluk.com


1. Your Account

If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorized access to your account. You agree to accept responsibility for all activities that occur under your account or password.

You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering.

tetenaluk.com reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

2. Privacy

Tetenal UK do not disclose buyer's information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item. Please see our full privacy policy information on the Privacy Page.

Conditions Relating to the Sale of Products to You

This section deals with conditions relating to the sale of products by tetenaluk.com to you. Tetenal is continually committed to providing the best level of service and care to our customers. Help us to help you by taking a few short moments to read through the current Terms And Conditions, Customer Services and Returns proceedures.

3. Our contract

When you place an order to purchase a product from tetenaluk.com, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we've dispatched that product to you (the 'Dispatch Confirmation E-mail'). That acceptance will be complete at the time we send the Dispatch Confirmation E-mail to you. Any products on the same order which we have not confirmed in a Dispatch Confirmation E-mail do not form part of that contract.

4. Returns, refunds and cancellations

Please call the Tetenal UK Office on 0116 289 3644 further information and to arrange the return or refund of goods. Our 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original unused condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item or send a replacement product.

We can only accept the return of opened items if they are faulty or incorrect. We are unable to exchange items that are not damaged, defective or incorrect.

Cancellations of all orders must be processed before the goods have reached the shipping stage and have left our warehouse. Please call 0116 289 3644 for information.

5. Payment Terms

We accept all major credit cards including Visa, MasterCard, Maestro and Switch via our Worldpay secure payment gateway. Unfortunately, at present we are unable to accept American Express or Visa Electron Cards.

6. Pricing and availability

All pricing on this site are subject to change without prior notice. Beyond what we say on that page or otherwise on the website, we cannot be more specific about availability. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable. It is the responsibility of the purchaser to ensure all goods ordered are suitable for their intended purpose. Error and emission accepted.

VAT & VAT Exemption

All prices shown on this website are displayed excluding VAT. All UK purchases are subject to VAT charged at the standard UK VAT rate at 20%.(including purchases intended for export or intended for export at a later stage please see below for more information).

All orders that are dispatched to destinations outside the European Union with a registered shipping agent are automatically exempt from VAT.

If you are a VAT registered company based within the economic boundaries of the European Union or any other UK region that may be exempt from UK VAT, then please enter your company’s VALID VAT registration number in the VAT registration number field when submitting your order online and call us on 0116 289 3644 to have the invoiced VAT charges refunded.

If ordering by Telephone, Fax or Email, please state that you are exempt from paying UK VAT and provide your company’s valid VAT registration number.

All other UK purchases are subject to VAT (including purchases intended for export or intended for export at a later stage). Customers who wish to make a purchase in the UK for later export can obtain the required VAT claim forms from one of our export consultants. They will fill out the forms with you to ensure it is done correctly, you will need to provide evidence that you are eligible to claim (such as a passport) and your account details. These forms must be submitted at the UK port of departure.

Please note: VAT refunds must be authorised by the UK Revenue and Customs Service before Tetenal can make a refund. We charge a 15% handling fee for managing this process and your claim will be paid back to your card. This will take a minimum of seven working days after we have received authorisation.

Please contact us if you have any further questions about this process or visit www.hmrc.gov.uk for more details.

Please note, that submitted VAT details will always be validated before we refund any invoiced amount.

7. Health & Safety

All products are labeled according to chemical laws regarding dangerous goods. The possible dangers are clearly highlighted on the product labels through warnings symbols, descriptions and advice.

Protection measures are also given in the safety advice, as well as concentration levels of the delivered products. All safety instructions must be observed when using the products, and containers must be clearly labeled. Products should be kept out of children's reach and stored away from food and drink.

Protective measures should also be taken when using these products. Always use protective gloves and glasses where required. Ensure that you use these products in a well ventilated area.

8. Losses

Tetenal UK will be responsible for any losses you suffer as a result of us breaching these conditions if the losses were reasonably foreseeable to both you and us when you commenced using the website, or a contract for the sale of goods by us to you was formed. We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable to both you and us when you commenced using the website or when a contract for the sale of goods by us to you was formed.

Tetenal UK does not limit in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or willful misconduct.

9. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our website, policies, and these Conditions of Use Sale at any time. You will be subject to the policies and Conditions of Conditions of Use & Sale in force at the time that you use the website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

10. Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

11. Jurisdiction

The Contract and the Conditions shall be governed by the Laws of England, and the Buyer agrees to submit to the non-exclusive jurisdiction of the English Courts.

12. Our details

If you need to reach us you can phone: 0116 289 3644, or write to us at Tetenal UK, 2 Meridian West, Meridian Business Park, Leicester LE19 1WX.

13. Tetenal UK Complaints Policy

Tetenal UK views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at Tetenal UK knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Tetenal UK.

Where Complaints come from

Complaints may come from any person or organisation who has a legitimate interest in Tetenal.

A complaint can be received verbally, by phone on 0116 289 3644, by email to complaints@tetenal.uk.com or in writing to Tetenal UK at 2 Meridian West, Meridian Business Park, Leicester LE19 1WX

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility


Overall responsibility for this policy and its implementation lies with the management.

Review

This policy is reviewed regularly and updated as required. Adopted on: 07/09/18. Last reviewed/updated: 03/06/19. Tetenal UK's full Complaints Procedure is available on request.


Tetenal Business Information

Registered business address:

Tetenal UK
2 Meridian West
Meridian Business Park
Leicester
LE19 1WX

UK Registration No. 02305786

VAT No. 322 2118 56

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