Returns

This Returns Policy is designed to provide clear guidance and to protect both you and Tiger Supplies. It applies primarily to business customers. Nothing in this policy affects your statutory rights.

Returns Authorisation (RMA)

  • Obtain approval first: Before returning any item, contact our Sales Team on 01376 345 554 to request a Returns Authorisation (RMA). We will issue returns paperwork and an RMA number.
  • No return without RMA: Returns received without a valid RMA and completed paperwork may be refused or significantly delayed; credit may not be issued.
  • Mark the parcel: Clearly display the RMA number on the outer packaging and include the paperwork inside.

Preparing & Sending Your Return

  • Return address: Use the address shown on your returns paperwork only. Do not ship to any other depot unless instructed.
  • Proof of delivery: You are responsible for arranging and paying for return carriage unless we have agreed otherwise in writing. Obtain and retain proof of delivery and tracking.
  • Packing standards: Re-use original packaging where possible and add suitable outer protection. Items must be returned unused, complete, and in their original, undamaged manufacturer packaging (including all accessories, manuals, labels and barcodes).
  • Risk in transit: You are responsible for the goods until they are received and signed for at our designated returns location. Damage or loss in transit may result in refusal or a reduced credit.
  • Driver collections: Collections by our drivers are by prior arrangement only; unarranged collections will be refused.

Eligibility & Condition

  • Resaleable condition: Goods must be unused, uninstalled, and free from marks or damage. We may deduct charges or refuse the return if packaging is written on, taped directly, or missing.
  • Non-returnable items: Bespoke, made-to-order or customised items; special orders sourced specifically for you; cut-to-length materials; mixed/coloured paints or chemicals; dated or perishable goods; and PPE or safety items where packaging seals are broken are not eligible for return except where faulty under warranty.
  • Inspection on receipt: All returns are subject to inspection and testing. Missing components, damaged packaging, or signs of use may incur charges or rejection.

Unwanted / Change-of-Mind Returns

  • Time window: Standard stock items may be returned within 14 days of receipt, subject to RMA and condition requirements.
  • Charges: Credits/refunds are issued for the value of the goods less the Administrative Fee and original outbound delivery charge. If we arrange collection, an additional Collection Charge will apply.
  • Exclusions: Non-stock and special items are not normally returnable (subject to any manufacturer policy agreed in advance and at our discretion).
  • Refund method: Credits/refunds are made to the original payment method or account within 7–14 working days after successful inspection.

Faulty Items

  • Report promptly: If you suspect a fault, contact Customer Services on 0844 848 3444 for troubleshooting and next steps.
  • Within 14 days: Items confirmed faulty within 14 days of receipt will be repaired, replaced, or credited once inspected.
  • After 14 days: Claims fall under the manufacturer’s warranty. We can assist with the process; repair or replacement is at the manufacturer’s discretion.
  • No fault found / misuse: If testing finds no fault or damage caused by misuse, incorrect installation, or abnormal operating conditions, no replacement or credit will be issued. Return shipping back to you will be chargeable.

Damaged or Short Deliveries

  • Note on delivery: Inspect consignments on arrival. Clearly mark any damage or shortages on the carrier’s delivery note/POD at the time of delivery. “Unchecked” alone is not sufficient.
  • Notify within 24 hours: Report damage or shortages to us within 24 hours of delivery with photos of the packaging and contents. Packaging and contents must be retained for inspection.
  • Replacements: Replacements will be arranged once the damaged items have been returned and inspected, or as otherwise agreed in writing.

Collections Arranged by Tiger Supplies

  • Access & packaging: Items must be securely packed and available at ground-floor level with safe access for the carrier. Palletised goods must be banded and shrink-wrapped.
  • Failed collection: If the carrier cannot collect due to access, packaging, or absence, a re-collection fee may apply.

Credits, Refunds & Deductions

  • Processing time: Allow 7–14 working days from receipt of the return for inspection and processing.
  • Deductions: We may deduct costs for missing parts, damaged or defaced packaging, cleaning, re-boxing, or any remedial work required to restore the goods to resaleable condition.
  • Delivery charges: Original delivery charges are non-refundable unless the return is due to our error or a confirmed fault within 14 days.

Administrative Fee

  • Restocking: 15% of the invoice value or £15.00, whichever is greater.

Collection Charge

  • Standard parcels: £31.00 up to 20 kg. Heavier or oversized items will be quoted at the time of arranging collection.

Contact

  • Sales (RMA requests): 01376 345 554
  • Customer Services (faults): 0844 848 3444
  • Email & forms: Details are provided with your RMA paperwork.

By requesting an RMA, you confirm that you have read and accept the terms of this Returns Policy.

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