Terms & Conditions
These Terms and Conditions apply to every order placed with rtd.uk and the use of the rtd.uk website. We're passionate about our customers and making sure that you're happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straight-forward and customer friendly way.
Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the items you need. In the event of these circumstances we will refund you any price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
We display our availability on the Website. Sometimes there can be errors in the computers stock control system. If something is unavailable we will tell you as soon as we know and we will try to sort it out for you.
We try to specify accurate information for every product listed on our Website. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development, specifications may change without notice.
Any customer reviews of the products we sell are the opinions of customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.
You acknowledge and agree that:
The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our Website belongs to us. You are permitted to use this material only as expressly authorised by us or ourselves.
We are entitled to change or amend our Website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).
All the prices we display include VAT and exclude delivery and other services, unless stated specifically on the Website or when you order in-store.
Our 'Price Match Promise' service matches the price of the product including any delivery charges applied by specified competitors, subject to certain conditions.
From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product information for pricing. We may also offer delivery and services at a reduced rate as part of a promotion. This is subject to availability and can be withdrawn at water fed poles discretion.
You can pay with more or less any type of credit/debit card. This includes MasterCard and Visa card. We do all we can to ensure your details are secure. We also accept PayPal. If there are any problems with receiving payment we'll let you know.
From time to time we’ll offer discount codes on selected products. Discount codes will be available for limited time. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our Price Match Promise. Discount codes can only be redeemed on rtd.uk and you can only use one discount code per order. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.
We offer UK delivery. You’ll be able to choose a delivery from those offered on our Website, where you will also see any applicable delivery charges. Some geographical restrictions may apply. We may not be able to deliver if you're in the Scottish Highlands or in more remote parts of Scotland. For the following postcodes, delivery fees may be higher and your order won't be eligible for free delivery: BT, GY, HS, IV21-24, IV26-27, IV40-56, IM, JE, KA27-28, KW15-17, PA20-23, PA28-31, PA34 5*, PA 34 4*, PA41-78, PA80, PH33-50, SI, TR21-25, ZE. Due to courier restrictions, we can't deliver to the Channel Islands, the Isle of Man or the Republic of Ireland.
Your delivery will normally be made through a specialist large item carrier. On the day of delivery, we will text and email you a 2-hour timeslot. Please note that this is estimated. For smaller items we will sometimes use Parcelforce. Please note that deliveries coming from different warehouses may not be delivered together.
Delivery of Age-restricted Items
Bladed items, including chainsaws, grass trimmers, hedge trimmers, multi tools and saws, can only be purchased if you are 18 years of age or over. If you are underage please do not attempt to order or purchase these products. We reserve the right not to supply any age restricted products where we reasonably believe that you are below the relevant legal age.
Occasionally something will happen out of our control that closes roads, like floods snow or other adverse weather conditions or things like, sporting events which result in closed roads. We will do what we can, but can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.
Unfortunately, on the rare occasions where a delivery is unsuccessful, we're not liable for costs incurred. This might include things like not being able to work.
There are various delivery options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your online order. If you’re shopping in-store, our colleagues will explain the available delivery options before you complete your order.
Track Your Order
Track Your Order allows you to view a live estimated delivery window, an interactive map of where we’re up to and how many deliveries we’re making before we get to you.
For certain smaller items delivered you can ask us to leave your order in a safe place or with a neighbour if you’re not going to be in. You can also send us additional instructions if you need to. Please note that water fed pole will not take any responsibility for any lost or stolen goods.
If you're not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 14 days of delivery to receive a refund of the cost of the product. We’re happy for you to unpack the appliance and have a proper look at it. However, if you have used the product, we may not be able to sell it to someone else. This means that where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. If you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of the items return. You will be responsible for any costs incurred in returning the item(s). We recommend items are sent via a recorded and insured carrier.
To cancel a product please email us using the email listed on your order, if you ordered via rtd.uk, just visit contact us. If you cancel within your statutory cooling-off period we’ll also refund you any standard delivery charge you originally paid. Orders placed for next day delivery cannot be cancelled before delivery. You cannot make any changes to an order placed. If you do not want your product, the quickest way to get a refund is to reject the item.
If you’ve ordered any additional services for a product and choose to cancel your product order before delivery, the additional services will be automatically cancelled and refunded. If you cancel an order after delivery and the additional services for the product have already been completed (e.g. nominated next day delivery, a specific timeslot), we won’t be able to refund any charges paid for these additional services.
If Products are Faulty
If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality products, but sometimes things do go wrong. Here’s how we’ll fix it...
It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.
Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over the phone. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s not another reason for the problem.
If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
If you find a fault 6 months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned above.
Manufacturers are best placed to help you deal with manufacturer faults. Sometimes we’ll ask you to get in touch with them to resolve the issue.
And remember, your manufacturer warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. Some manufacturers even offer extended warranties of up to 10 years! You may need to have registered your product to qualify for these promotions though. If you’re not sure if warranty registration is required for your product, talk to a member of our team to find out.
Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.
If you need to report a fault or we’ve been unable to answer your question so far, you’ll find the ‘contact us’ page at the bottom of this one.
For more advice about your legal rights, you can get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
- Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
- Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
Our Liability To You
Here at rtd, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.
As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity. We are able to cover any loss privately as a result of failed delivery.
How To Contact Us
rtd.uk is operated by Retail Trade Domestic Limited, a company registered in England and Wales. Our company registration number is 07229336 and our registered office is at:
Retail Trade Domestic Limited
Unit 6, Falcon Park
Our registered VAT number is GB106790710
Our intention is to give you all of the information you need so you never need to call us.
However, if you want to check something, change something, ask a question then we are available on 01268 857 965
Alternatively, you can write to us at the address given above.
How We May Use Your Personal Information
We will use the personal information you provide to us to:
Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.
You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.
Telephone calls may be recorded for training and monitoring purposes.
If you attempt to make payment but there is an error or delay in processing, we may use this information submitted to contact you to complete your order.
The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.
My Account allows you to save your details for a faster checkout. From time to time we may also send you promotional offers and details.
If you have a complaint about rtd.uk you can contact us as follows:
By writing us a letter:
Retail Trade Domestic Limited
Unit 6, Falcon Park
By calling us on 01268 857 965