Shipping & Returns
Trade customers within the UK with a GB VAT number may apply to open account facilities with our company. Download the Credit Account Application Form from our Information Library, complete all sections and send it to the address shown on the form. Credit reference agencies will be consulted in all cases and our decision will be advised as soon as possible.
In order for payments to be taken by us, customers are redirected to a secure, external website operated either by Worldpay or PayPal as may be chosen by you. This website does not have access to view, record or store any credit or debit card details and we are not involved in the payment process or in any payment refusals. Contact your card issuing bank or PayPal if you have any queries regarding the payment process.
"Cash Back" Promotions:
From time to time some products may be subject to a "Cash Back" promotion. The value of "Cash Back" which will include VAT will be shown in the product details. In order to claim the "Cash Back" refund you should eMail us (firstname.lastname@example.org) when you receive your order adding the word "CASH BACK CLAIM" in the eMail subject box & quoting the shipment number shown on the shipping documentation which will accompany your order. We will credit the credit / debit card used for the original purchase with the "Cash Back" value. "Cash Back" claims must be made within 30 days of the original item purchase. "Cash Back" claims submitted outside of this time-period will be invalid and not refunded. Only one "Cash Back" claim may be made per qualifying order.
Water testing products, reagent refills and accessories are offered for sale in Europe and delivered by 1st Class Royal Mail (Recorded or International Signed For). All chemical products are offered for sale within the mainland England and Wales. Orders up to 125 kgs weight normally will be sent by courier - Orders of 125 Kgs and over normally will be palletised and sent by lorry (Pallet network - Customers should have access to and use a fork truck for offloading palletised deliveries).
Sales Outside the Territory Covered:
This website cannot be used to order products for delivery to locations outside the territory covered (see above). Instead please eMail email@example.com stating what you wish to buy, the quantity, pack size/type and delivery location. We will be happy to send you a quote and tell you how to pay etc.
Shipping Non-Hazardous Products:
Please note that we cannot instruct the Royal Mail on the course of action they should take if there is noone in to receive the delivery. The Royal Mail will either take the delivery back to their sorting office and leave a failed delivery card or alternatively they will follow the instructions given to them by the consignee. UK deliveries of non-hazardous chemicals or chemicals which qualify as not hazardous for shipping under "Limited Quantity Rules" are sent by courier normally for next day delivery but customers should allow up to 5 working days.
Shipping Hazardous Chemicals:
All chemicals are shipped in accordance with the legal requirements for the product concerned. Some low hazard chemicals require no specialist handling (and some may even be sent by post) but more hazardous chemicals require specialist handling by trained drivers for which hauliers charge a premium. In order to avoid increased risk of injury to our employees, contractors or the public we will not dispatch chemicals by inappropriate or illegal means, and we urge our customers not to support the rogue traders who do. If you believe that you can save money by obtaining cheaper haulage rates than us please see "Customer Collections" below.
Retail customers can select whether to have their order delivered or to collect it. All Trade Counter orders are delivered. The cost for delivery varies depending upon the amount and nature of the chemicals ordered (see Shipping Cost Estimator below). Hazardous chemical deliveries will be made by a specialist carrier and must be received at the delivery address by a responsible adult and signed for (consequently we cannot deliver to PO Boxes). By law hazardous chemicals cannot be left anywhere which is insecure and/or unattended. Our couriers aim to deliver goods within 3 working days (typically next working day) after dispatch but customers should allow up to 5 working days for delivery to be made. If you think that you may be out when the delivery is made please give us details of a neighbour who may accept the delivery on your behalf. Any additional costs incurred by us for re-delivery for whatever reason will be charged extra.
Shipping Cost Estimator:
To see how much it will cost to ship your order do the following:
Select all items & quantities that you wish to purchase
From the "Shopping Cart" screen scroll down and select "Estimate Shipping & Tax"
Input the UK delivery location postcode & click "Get Quote"
The delivery options and cost will be displayed.
To proceed select the option you want and follow on-screen instructions.
The prices shown for Trade Counter products include the cost of delivery within 3 - 5 working days. An option to receive these products on the next working day is subject to a delivery fee.
If the delivery point is within a gated community please provide specific information as to how the driver can make the delivery.
Most of the plastic containers we use can be recycled (see pack for recycling logo). Thoroughly wash out after use with clean water and send for recycling via the normal waste recycling arrangements for plastic in your local area.
For orders received before 10.00am (Monday - Friday) dispatch will be on the day of order receipt subject to availability. For orders received after 10.00 am (Monday - Friday), at weekends or on statutory holidays dispatch will be on the next working day subject to availability. All dispatches will be suspended from the last working day before Christmas Eve and resume again from the first working day in the New Year.
A small number of products in our range are not routinely stocked at our Pool-Chem warehouse in Northfleet but at another of our warehouses instead and so may not be available for immediate dispatch when ordered. The products effected are marked "BACK ORDER" and will be dispatched as soon as possible after order placement. The expected time for dispatch is shown.
Retail customers wishing to avoid paying our delivery charges may elect to arrange for the collection of their orders previously placed and paid for on-line from:
Tennants Distribution Ltd, Arrowsped Warehouse, Thamesway (A226), Northfleet, Kent, UK, DA11 9DT (Click here for map).
(Please note that restrictions exist within the UK with regard to the type of vehicle which may be used for collecting hazardous goods and the qualifications of the driver involved. It is the responsibility of the customer who arranges the collection of hazardous goods from us to ensure compliance with UK transport laws. It is the responsibility of the person (normally the driver) collecting an order to make sure that the goods are properly secured on the vehicle such that they cannot move around or get damaged. We reserve the right NOT to allow hazardous chemicals to be loaded onto any transport which we consider may not be legal and/or safe). It is the responsibility of customers collecting goods for export from the UK to make their own arrangements for the preparation of any required export documentation.
Please indicate in the comments section when placing your order that you wish to collect indicating the time and date of the planned collection. Orders will normally be ready for collection on the next working day after order placement.
Collections may be made Monday - Friday 0900 - 1600 Hrs. Please bring a copy of your order acknowledgement as proof of purchase.
Trade Counter customers who collect their orders will have an haulage element of their delivered price (£40 per pallet space ex-VAT) refunded to their Reward Points Account held in this website within 48 hours of collection being made. These Reward Points may then be used in payment or part-payment of future purchases made on-line via this website. No cash repayment alternative is available. (See "Point Program" for more information).
Water Testing Kits Chemical Reagents & Calibration Standards:
All testing reagents & instrument calibration standards have a shelf-life or best before date and should be used within this period in order for accurate readings to be obtained. The date varies depending upon testing reagent type and brand etc and as a general rule foil packed powder or tablet reagents have a longer shelf-life than bottled liquid reagents or dipping strips. We dispatch all dry testing reagents (including dipping strips) with at least 3 months remaining shelf-life and liquid reagents & calibration standards with at least 2 months remaining shelf-life (in most cases remaining shelf-life is substantially longer). Contact us if you wish to know shelf-life expiry dates for existing stock.
Any products may be returned at the purchaser's expense for a Credit/Debit card refund for the sales value of the goods purchased less the cost carriage out & less a 10% re-stocking fee subject to the goods being unused, unopened (if sealed in protective product packaging) and undamaged within 28 days of dispatch by us of the original order. Before any returns are made please telephone +44 (0) 1474 331010 so as to be issued with a Returns Number for the goods which are to be returned. Without a Returns Number the goods will not be accepted back or refunded. Refunds will be issued normally within 24 hours of goods being returned to us.
Order Suspension or Cancellation:
Orders received by us may be suspended or cancelled without notice in the event of any contingency which is outside the control of Tennants Distribution Ltd such as strike, lock out, fire, flood, government intervention, war, power failure, computer system failure or any other occurrence which may interfere with manufacturing, packing or delivery processes. In this event you will be advised accordingly by e-mail. Any orders cancelled as a result will be refunded in full.
All other conditions as per our Standard Terms and Conditions of Sale.