1. UK delivery

Most available UK orders are delivered within one to two working days after dispatch.

Some products are sourced or dispatched from an external warehouse, authorised distributor or fulfilment location. These orders will normally take approximately three to five working days, although the product page, checkout or order communication may provide a different estimate.

Larger displays, servers, printers, furniture, palletised goods and other heavy or oversized products may require a specialist carrier and may take longer.

Working days

Working days normally mean Monday to Friday, excluding bank and public holidays. Weekend delivery is available only where expressly offered or agreed.

Split deliveries

An order may arrive in more than one shipment when products are stored at different locations or require different carriers. You will not normally be charged additional delivery fees merely because we divide an accepted order into separate shipments.

Direct delivery from a supplier

Some goods may be dispatched directly by an authorised distributor, manufacturer or fulfilment partner. The parcel, label or tracking message may therefore refer to that organisation rather than Tinkerer Ltd.

2. European and international delivery

Delivery to many European destinations is normally expected within approximately three to seven working days after dispatch. Remote locations, islands, customs checks, oversized goods and specialist services may require longer.

Available destinations and delivery services depend on the product, destination, carrier availability and any battery, hazardous-goods, manufacturer, sanctions or export restrictions.

VAT, customs and import charges

The checkout, quotation or order confirmation will indicate how delivery, VAT and known import charges are intended to be handled.

Where an order is supplied on terms under which the recipient is responsible for import clearance, the recipient must pay any applicable import VAT, customs duty, brokerage or handling charges and provide information reasonably required by the carrier or customs authority.

Where we expressly state that duties and taxes are included or paid by us, we will not ask the customer to pay the same charges again unless the customer has supplied inaccurate or incomplete information.

3. Delivery charges

Delivery charges are normally calculated during checkout based on the products, basket size, destination and available carrier service.

Occasionally, an automated delivery price may be incorrect because of an unusual size, weight, destination, limited access or specialist transport requirement.

If this occurs, we will contact you before accepting the order. You may either approve the revised delivery charge or cancel the affected order for a full refund.

4. Dispatch and tracking

Once an order has been dispatched, we will normally send a dispatch confirmation or tracking information where the selected service provides it.

Tracking can take several hours to begin showing movement after the parcel has been handed to the carrier.

You are responsible for checking that the delivery address, postcode, contact name, email address and telephone number are correct before submitting the order.

5. Delivery access and large items

You must ensure that the delivery location is reasonably accessible and that an authorised person is available to receive the goods.

Unless expressly agreed, delivery of heavy, oversized or palletised goods is to the nearest safe and reasonably accessible ground-level point. Standard delivery does not include:

• carrying goods upstairs;
• moving furniture or existing equipment;
• installation, assembly or configuration;
• unpacking and positioning;
• removal of packaging; or
• disposal of old equipment.

Please contact us before ordering when the premises have restricted access, stairs, loading restrictions, timed booking requirements or no suitable unloading area.

6. Failed or refused delivery

A delivery may be unsuccessful where:

• no authorised person is available;
• the address or contact information is incorrect;
• access is restricted, unsafe or unsuitable;
• the recipient refuses the parcel; or
• the parcel is not collected from a carrier’s collection point.

The carrier may attempt delivery again, hold the parcel for collection or return it to its dispatch location.

Where a failed delivery was caused by the customer, we may recover reasonable and evidenced costs of return, storage or re-delivery where permitted by law.

7. Damaged, missing or incorrect deliveries

Please inspect the external packaging and goods as soon as reasonably possible after delivery.

Contact us promptly if:

• the packaging appears damaged, opened or tampered with;
• an item or accessory is missing;
• you received the wrong product;
• the quantity is incorrect; or
• the goods appear to have been damaged during transport.

Please retain all packaging and provide photographs of the parcel, shipping label, protective materials, product, damage and serial number where reasonably requested.

Prompt notification helps us investigate with the carrier. It does not remove any statutory consumer right merely because the problem was not reported within a particular voluntary notification period.

8. Overview of return rights

9. Consumer cancellation rights

You may normally cancel an eligible online order without giving a reason from the date the contract is formed until 14 days after delivery.

For orders delivered in separate parcels, the period normally runs from receipt of the final parcel or item covered by the order.

You must send us a clear statement that you wish to cancel before the cancellation period ends. Merely returning goods without information may delay identification and processing of the return.

Returning goods after cancellation

After notifying us, you must send the goods back without undue delay and no later than 14 days after the date on which you notified us.

Unless the product is faulty, damaged, incorrectly supplied or we have offered a free return, you are responsible for the direct cost of returning goods under the change-of-mind cancellation right.

Inspecting the product

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you might be permitted to do in a physical shop.

We may reduce the refund to reflect an actual loss in value caused by handling beyond what was reasonably necessary. Examples may include:

• installing and extensively using a component;
• damaging, scratching or modifying a product;
• registering a non-transferable product or licence;
• removing protective films unnecessarily;
• returning goods with passwords or activation locks;
• failing to return included accessories or components; or
• returning goods in a materially reduced condition.

Original packaging should be retained and used wherever reasonably possible because it helps prevent damage. Missing packaging does not by itself automatically remove a statutory cancellation right, although packaging loss or damage may be relevant if it causes an actual reduction in value.

10. Additional 30-day change-of-mind policy

In addition to statutory consumer cancellation rights, we may accept a qualifying non-faulty consumer return notified within 30 days after delivery.

This additional period applies only where:

• the product is unused and has not been installed or activated;
• the product is complete and in resaleable condition;
• all accessories, manuals, seals and packaging are included;
• the product is not excluded from change-of-mind returns;
• you obtain return instructions before sending it; and
• you pay the return cost unless we agree otherwise.

11. Products excluded from change-of-mind returns

A statutory cancellation right may not apply, or may cease to apply, to certain products where a legal exception is satisfied. Our additional voluntary return policy may also exclude products that cannot reasonably be resold.

These products may include:

• goods made to your specifications or clearly personalised;
• genuinely custom-built or specially configured systems;
• sealed computer software, audio or video products after the seal has been broken;
• downloaded software, activated licence keys, subscriptions and digital content after supply has begun with the required consent and acknowledgement;
• services fully performed after the required request and acknowledgement;
• goods that have become inseparably mixed with other items after delivery;
• products registered, personalised or security-locked in a way that cannot reasonably be reversed;
• goods that cannot be resold for health or hygiene reasons after a protective seal has been broken, where the legal exception applies; and
• any other item covered by a statutory exception.

A product is not automatically treated as custom-made merely because we ordered it from a distributor specifically to fulfil your order.

These exclusions do not remove your rights where the goods are faulty, damaged, incorrectly supplied or not as described.

12. Sale items and warehouse deals

Sale prices, promotional discounts and clearance status do not remove a consumer’s statutory rights.

A warehouse-deal, open-box or graded item may have disclosed cosmetic marks, packaging damage or missing non-essential packaging. The product description should identify the known condition.

A return cannot be based solely on a condition or defect that was clearly disclosed before purchase and formed part of the contract. Rights remain available for undisclosed faults or where the product does not match its description.

13. Faulty goods and consumer remedies

Consumer goods must be of satisfactory quality, fit for an applicable purpose made known to us and match their description.

Depending on the timing and circumstances, statutory remedies may include:

• the short-term right to reject;
• repair or replacement;
• a price reduction; or
• the final right to reject.

Please contact us before returning a suspected faulty product. We may ask for reasonable diagnostic information, photographs, serial numbers or troubleshooting results so that we can identify the problem and arrange an appropriate remedy.

Where goods are confirmed or reasonably believed to be faulty, incorrectly supplied or damaged in transit, we will provide an appropriate reasonable return method or reimburse necessary standard return costs.

Manufacturer support

Some manufacturers provide direct diagnostic, repair or replacement services. We may suggest this route where it is likely to resolve the problem more quickly.

A manufacturer warranty is additional to a consumer’s statutory rights against Tinkerer Ltd. Consumers are not required to rely exclusively on the manufacturer where they have a valid statutory remedy against us.

14. Exchanges and replacements

Where a replacement is an appropriate remedy and stock is available, we may arrange an exchange for the same product.

If the same product is no longer available, we may offer:

• a suitable alternative for your approval;
• a repair where appropriate;
• a refund or price reduction where legally applicable; or
• another remedy agreed with you.

We will not substitute a materially different product without your agreement.

15. Business-customer returns

Where we agree to accept a non-faulty business return:

• return authorisation must be obtained in advance;
• the goods must normally be unused, complete and resaleable;
• licences, software and registration codes must remain unused;
• the customer is responsible for return carriage and transit risk;
• original delivery costs are normally non-refundable;
• a restocking charge of at least 15% may apply;
• a higher reasonable deduction may apply where the condition of the goods or a supplier charge causes a greater actual loss;
• custom, specially sourced, configured, activated or non-returnable goods may be refused; and
• testing, supplier, return, collection or administration costs may be deducted where reasonably incurred.

We will not normally accept heavily used or materially damaged products as non-faulty business returns. Where we exceptionally agree to do so, the refund or credit will reflect the product’s actual recoverable value rather than an automatic fixed percentage.

Acceptance of one return does not create an obligation to accept future business returns.

16. How to request a return

1. Email info@tinkerer.co.uk before sending the product.
2. Include your order number, product name, manufacturer part number and reason for return.
3. Provide the serial number, service tag or other identifier where applicable.
4. For a fault, damage or incorrect delivery, include photographs and a clear description of the problem.
5. Wait for our return reference, return address and instructions.
6. Package the product securely and include all required accessories, manuals and components.

17. Return shipping and packaging

For a non-faulty change-of-mind return, the customer is normally responsible for arranging and paying for return delivery unless we expressly agree otherwise.

Please:

• use packaging suitable for the product’s weight and fragility;
• protect the original retail box with suitable outer packaging;
• avoid placing courier labels directly on retail packaging;
• use an appropriately tracked service;
• retain proof of posting and tracking information; and
• consider appropriate transit insurance for valuable goods.

For customer-arranged returns, the goods remain the customer’s responsibility until received at the authorised return location.

Where we provide a prepaid return label for a non-faulty return, we may deduct its reasonable cost from the refund where this was disclosed and the law permits it.

18. Preparing computers and storage devices for return

Before returning a computer, drive, server, mobile device, networking product or other equipment capable of storing information, you should:

• back up important files and configuration information;
• remove personal and confidential data;
• sign out of accounts;
• remove passwords, PINs and activation locks;
• remove SIM cards and removable storage media;
• disable device-tracking or account-locking functions; and
• restore factory settings where appropriate and reasonably possible.

Testing, repair, reset and replacement procedures may erase information. Please do not send information or accessories that are unrelated to the return.

19. Inspection and testing

Returned goods may be inspected and tested to confirm:

• the product and serial number;
• the reported fault or damage;
• the condition and completeness of the return;
• whether software or licences have been activated;
• whether unauthorised alteration or physical damage is present; and
• the appropriate refund, repair, replacement or other remedy.

If no fault is identified, we will explain the test outcome.

20. Refunds

Consumer cancellation refunds

For a valid statutory cancellation, we will refund:

• the price paid for the cancelled goods; and
• the cost of the least expensive standard outbound delivery method offered for the order.

If you selected a more expensive or enhanced delivery service, the additional cost above our least expensive standard option is not normally refundable.

We may withhold the refund until:

• we receive the returned goods; or
• you provide satisfactory evidence that they have been sent back,

whichever occurs first, unless we agreed to collect the goods.

Once the applicable refund point has been reached, the refund will be processed without undue delay and within the legally required period, normally no later than 14 days.

Faulty or incorrectly supplied goods

Refund timing depends on the applicable remedy and any reasonable inspection needed. Where a refund is due under consumer law, it will be issued without undue delay and within the applicable statutory period.

Refund method

Refunds are normally issued to the original payment method. We may use another method where you expressly agree or where the original payment method is no longer technically available.

After we process a refund, banks and payment providers may require additional time to display the credit in your account.

21. Deductions from refunds

Depending on the reason for return and customer type, lawful deductions may include:

• a reduction for consumer handling beyond what was reasonably necessary;
• missing products, parts or accessories;
• physical damage caused after delivery;
• non-standard enhanced outward delivery costs;
• agreed return-delivery or collection costs;
• reasonable failed-delivery costs caused by the customer; or
• agreed business restocking, supplier, testing or administration charges.

We will not impose arbitrary consumer restocking charges where they are inconsistent with statutory cancellation or faulty-goods rights.

22. Late or missing refunds

If we have confirmed that a refund has been processed but it has not yet appeared:

1. check the original payment account;
2. contact your bank or card issuer;
3. allow for the provider’s normal processing period; and
4. contact us at info@tinkerer.co.uk if it remains missing.

Please provide your order number and the date and amount of the expected refund.

23. Changes and cancellations before dispatch

Please contact us immediately if you wish to change or cancel an order.

We will try to assist, but changes cannot be guaranteed once:

• the order has entered warehouse processing;
• a supplier has accepted a specially sourced order;
• a licence or digital product has been issued;
• configuration or personalisation has started; or
• the parcel has been dispatched.

Consumer statutory cancellation rights remain available where applicable. For business customers, any cancellation after acceptance requires our written agreement and may be subject to reasonable costs.

24. Your statutory rights

This page summarises our delivery and return procedures. It does not exclude or restrict any right or remedy that cannot lawfully be excluded or restricted.

Further contractual information is available in our Terms and Conditions of Sale. Our handling of personal information is explained in our Privacy and Cookie Notice.