Delivery & Returns
This document forms part of our terms and conditions of sale which can also be found on this website, so please take time to read this section carefully. If you are not sure about anything please ask us, we both welcome your opinion and are flexible if your requirements are not necessarily straightforward.
This document is updated periodically (LAST UPDATE: 27.03.2019) so we recommend you make sure you always read the information below before placing your order.
General Data Protection Regulation (GDPR) Disclaimer
By completing the forms on this website you are giving your explicit consent for TEP Technica Ltd to collect and store your information and to share that information with our third party providers for the sole and exclusive purpose of providing you with the products and services that you see on this website.
When ordering online, under no circumstances will TEP Technica Ltd collect, store or have access to any banking card number information, that you provide which may be required to complete your online payment.
If at any time you wish to receive a copy of your personal data that TEP Technica Ltd has stored, please contact us and we will supply this information free of charge and in a timely manner, but no later than 40 days from the date of request.
TEP Technica Ltd has invested considerably in our hardware and software to make our systems as secure and robust as reasonably possible using current best practice, however it is not possible to fully foresee what future threats may exist and so we we cannot be held liable for any loss or damage however so arising from using our website and affiliated services.
As part of our GDPR compliance we will ensure that all our users are informed within 72 hours in the unlikely event of a data breach of any kind.
Our office and warehouse are open Monday to Friday between 8:30am and 5:00pm. We cannot process orders, accept deliveries or respond to enquiries outside of these times or on UK bank holidays.
This website is updated in real time therefore all prices and stock quantities should be correct at time of purchase. However, if we have made a mistake with either a price, stock quantity or a description then we reserve the right to refuse any order placed and provide a full refund instead. All approved refunds will be returned within 7 working days.
Almost every order gets delivered without a problem but if there is an issue with your order we will inform you straight away and discuss with you the options available to resolve it.
We take online security very seriously. This website is fully encrypted to ensure that any sensitive information you supply is protected.
For online and telephone payments we use industry leading third party mechants (Adyen©), and we never store customers debit/credit card details.
We will only use telephone numbers supplied by you to contact you in relation to your delivery or to keep you updated on its progress.
Please check your details are correct before completing your order, and supply us with as much contact information as possible to help us deliver your order effectively.
If there is a special delivery instruction you would like added to your order then please contact us either before or shortly after placing your order.
If you would like to collect in person your order you may do so within our normal working hours (see above) however we would ask that you call us first to confirm what you are collecting and when you intend to collect.
If you would like to visit us to discuss your requirements prior to placing an order, that is fine, but please contact us first to arrange an appointment.
If you would like to send us a sample of what you are trying to replace then this is fine. Please call us to discuss before sending anything as we run a very busy goods in/out.
Please note that simply by sending us a sample we are not automatically obliged to arrange a return of your sample at our expense.
We cannot be responsible for goods that go missing so please use a secured courier.
Our delivery and returns policy only relates to items which can be found on our website. To view our policy on items which are not available on this website, please contact your Account Manager.
Delivery to UK mainland:
Unfortunately it is not possible to guarantee to deliver next working day to all UK addresses. If you live in a remote area, offshore or you think you may not qualify for next day delivery then please contact us with your delivery information. If speed of delivery is of the upmost importance then we strongly recommend you contact us prior to placing your order so we can discuss priority delivery options with you.
Please note that we do not use Royal Mail.
For all online deliveries we use the International parcel delivery service from the DPD Group. They offer an up-to-date real time tracking facility and their drivers will require a signature on delivery which in return will provide us with a modern proof of delivery service.
Next day delivery can mean delivery anytime between 8:30am and 7:00pm the following working day, however as a free service we automatically upgrade all standard next working day deliveries to a priority before 12:00 Noon delivery.
There are additional delivery options that will guarantee your order arrives even sooner. You can select to receive your order before 10:30am the next working day, and for orders placed on a Friday you can select to receive your order on Saturday, however there are addiitional shipping costs for these services. The cost is automatically calculated by the total weight of your shopping basket and the shipping option you select. You will be able to see these costs prior to confirming your order.
There is a flat rate shipping charge of £7.50 for next working day delivery. This applies to all orders online and offline where the total order value excluding VAT is less than £100.
There is no shipping charge for all orders greater than £100 in value excluding VAT.
If goods you purchase are in stock we will despatch on the same day to your chosen delivery address provided we receive your order no later than 4:30pm on a working day.
If you place an order over the weekend or on a bank holiday we will process your order on the next working day and if in stock we will despatch your goods to your chosen delivery address for the following working day.
If the goods you purchase are not in stock we will send you the goods to your chosen delivery address as soon as that product becomes available.
If you have made multiple purchases where some but not all the goods are in stock, we will allocate available stock to your order and wait for the remaining goods to be delivered to us before sending the complete order to your chosen delivery address. If you require the available goods to be delivered as soon as possible then please contact us however there may be a delivery charge for this service even if your total order value is greater than £100 excluding VAT.
Delivery to the USA:
We have plenty of experience in International shipments so if your requirements are not straightforward then I am sure we can help.
Note: You can pay in US Dollars. If for any reason the currency has not automatically changed to your home currency, you can change this manually from the top of the page.
Standard deliveries to the USA typically take between 3 to 5 working days to arrive. The cost of the delivery is calculated by the total weight of your order which you can review before placing your order. Our secure delivery service will ensure that your order reaches your exact location however it may be held at the nearest postal depot to yourself if there are additional duties or taxes to be paid by you. Taxes and duties will only apply if the contents of the shipment is greater than $800 in value. If you are not sure, or have a query, don't hesitate to call us or email us from the contacts page.
Delivery to the Rest Of The World:
Deliveries to Eire, Northern Ireland and UK Offshore is typically 2 working days for standard next day delivery service. The cost to deliver your order will be calculated automatically during the online process, and prior to you completing the order.
For all other international online orders the shipping cost is calculated during the online ordering process. The cost calculation is based on the consignment weight of your basket and the location you wish your order delivered to. If there is no option currently available for where you would like your order delivered then please contact us to discuss alternative delivery options.
Please note that tracking information options may vary depending on your delivery location, and while we always do our utmost to deliver within the agreed terms, we are in no way liable for any delays no matter how they may be caused.
Alternatively, you can arrange your own collection from our distribution centre in the UK but you must organise this with us prior to making any arrangements. We will not allow a collection without our prior approval.
You can very quickly and easily receive accurate delivery dates for goods not in stock. Simply contact us with the product code or part number of the goods and the quantity required or you can submit your enquiry via the Contact Us page. We will respond to your enquiry as quickly as possible.
Please note that some goods supplied may not look exactly as their images on the website. This could be due to brand type, environmental changes to the materials used, a specification change or the manufacturing processes applied. However, if for any reason you are not entirely satisfied with your goods please do not hesitate to contact us and we will try our best to resolve your issue.
We are closed between Christmas and New Year. Unfortunately this means we will be unable to deliver any orders which are placed online over the Christmas and New Year period. All orders received during this period which are listed online as in stock will be processed the first working day in January and will arrive with you the following working day. If the item(s) are not in stock we will contact you to confirm delivery date. Thank you for your understanding.
The special offers section is for stock items which have either been discontinued by the manufacturer or stock which we are removing from our main catalogue, therefore we will not be able to restock these items so please do not order more than is available from stock. If you are still not sure please give us a call to discuss prior to placing your order.
Our delivery and returns policy only relates to items that can be found on this website. For any other items sold seperately please contact your Account Manager.
We strongly advise you to return the goods to us using a secured shipping method as we cannot be held liable for items that get lost in the post.
If you have ordered the wrong goods or simply wish to return the goods for any reason you can do as no extra charge. However you must inform us within 7 working days of receipt of order and we must receive the returned goods within 14 days of receipt of order.
We will only provide a refund for items which are returned in new condition.
You must complete a Goods Return Form. Click here to Download
We will not refund any shipping costs which are clearly stated and included in your original order for the item(s) you wish to return.
We are unable to accept returns or offer a refund for goods which were ordered specifically for you or were modified to your own specifications unless in our opinion we can reasonably expect to sell the goods to someone else.
We do offer a third-party collection service. The cost is currently £20+VAT per box (up to 30kgs). This service is currently only available for UK mainland collection addresses, and some postcodes may not be included.
If you are a consumer then our delivery and returns policy may not fully apply to your order with us.
Unfortunately nobody is perfect and with the best will in the world it is impossible to guarantee that every item we sell will perform exactly as you require. Therefore if you are unsatisfied with the goods supplied please follow the claims procedure below and we will do our best to rectify the problem as quickly as possible.
Warranty claim procedure
It is your responsibility to return the goods to us along with a completed claim form. Warranty will not be given without a completed claim form. Click here to Download
Please note: that we can only offer warranty against defective materials or defective workmanship (disregarding minor defects which do not affect the performance of the goods) and will apply for a period of 12 months from the date of delivery.
We will confirm receipt of the wheel and begin investigating the cause of failure. In most cases we should have completed our analysis within 1 week from receipt. If our findings are inconclusive we will forward the product to the manufacturer for a more detailed assessment and keep you advised of its progress.
If the warranty claim is valid we will do the following:
- We will send you a copy of the inspection report and our conclusions as to why the product failed
- We will credit your account with the full cost of the original product plus any carriage cost associated with the delivery of that item(s).
- We will reimburse you the cost of returning the item(s) to us for inspection.
- Where applicable we will cover the cost of shipping the item(s) to the manufacturer for further analysis.
If the warranty claim is rejected we will do the following:
- We will send you a copy of the inspection report and our conclusions as to what caused the item(s) to fail and the reason(s) we have not accepted the warranty claim.
- Where applicable we will cover the cost of shipping the wheel to the manufacturer for further analysis.
If there is anything you are not sure about, or you have a question then please contact us and we will do our best to help you.
Safety Relevant Product Information
For safety reasons, it is imperative to strictly adhere to the following information about wheels and castors. Please check it carefully. Please ensure that all persons coming into contact with the products are aware of this information. In the event of any lack of clarity, we are always at your disposal for any further information. In this case, please refrain from further use of the products until clarity has been achieved.
In the event of damage or loss due to non-observance of this information, a liability of the manufacturer is excluded.
1.0 Product information and intended use
Wheels and castors in the sense of this definition are components, which can in general be exchanged and can be fitted to appliances, furniture and transport systems or any similar products intended for this use to make them mobile.
This product information refers to wheels and castors, especially passive steering castors (swivel castors), for vehicles and appliances which are not machine driven, hereafter called objects, which are usually not driven faster than walking speed and are not in continuous operation. Wheels and castors in the sense of this product information can be classified into the following fields of application: Living quarters e.g. seating furniture, home furniture Services · general services e.g. shopping carts, office machines · hospitals e.g. hospital beds Industry e.g. transport equipment, medium and heavy load capacity Correct mounting is an important factor for the intended use:
a) The product must be firmly connected to the object at all points intended for this.
b) The object must be of sufficient stability at these points.
c) The function of the product must not be impaired or modified by the mounting.
d) The swivel bearing king pin axis must be vertical at all times.
e) Fixed castors must be mounted in such a way that the axles are in alignment.
f) On one object, swivel castors of the same design are to be used. If fixed castors are mounted, too, only castors recommended by the manufacturer are to be used.
Specially designed products must be specified for humid environments, if subject to direct weather exposure, near the sea or for use in aggressive, corrosion-developing environments.
Specially designed products must be specified for use at temperature ranges below 5 °C and above 30 °C. Under these conditions, standard products must under no circumstances be operated at their nominal load.
Wheel, bracket, brake system and axle components form one functional unit. Liability only exists for our original products.
All possible loads must be known when selecting the castors. Otherwise these must be taken into account with an increased safety factor.
There is product misuse – i.e. wheels and castors are not operated according to their intended use if:
2.1 wheels and castors are operated with a higher load than the max. load capacity specified in the catalogue.
2.2 they are used on unsuitable, uneven floors.
2.3 the ambient temperature is too high or too low.
2.4 the equipment is moved by force while the wheels are locked.
2.5 especially aggressive media can affect them.
2.6 improper shock loading takes effect.
2.7 foreign matter can penetrate the tyres.
2.8 the wheels and castors are used at excessive speed.
2.9 modifications are carried out which have not been agreed to by the manufacturer.
3.0 Product characteristics
Unless the product characteristics have been precisely defined in our catalogues, leaflets, specifications etc., the demands made on our wheels and castors or their components must be agreed with us.
As a guideline, the relevant DIN, EN and ISO standards apply.
4.0 Product maintenance
Depending on the requirements, wheels and castors must be serviced regularly:
· by lubricating the bearings.
· by readjusting any detachable connections.
Only cleaning agents which do not contain any corrosive or damaging
components may be used.
As soon as malfunctions occur, castors or their components must be replaced.
5.0 Duty to inform and instruct
In order to fulfil the duties to inform and instruct as well as for carrying out maintenance work according to the product liability law the following documentation is available:
· for the trade: catalogues with product and user information
· for the manufacturer: catalogues with product and user information
· for the user: product and user information
In order to guarantee the function of wheels and castors
· the trade is obliged to observe this product information (point 1.0 – 5.0)
and the user information, to request them from the producer if required and to hand them over to the manufacturer.
· the manufacturers are obliged to observe this product information (point 1.0 – 5.0) and the user information, to request them from the producer or the trade if required and to hand it over to the user.