Terms & Conditions
Orders should be placed online by logging into your stockist account. Once logged in you will be shown the correct prices based on your current stockist tier level. The prices displayed on our stockist website are excluding UK VAT at the current rate.
We will always endeavour to process your order as soon possible, however as the majority of our products are made to order in our small family run workshop please allow 4-6 weeks for your order to be processed and dispatched. During busy times we may need to extend our maximum production timescale but we will always contact you to discuss this. However, this is very rare.
Where colour options have been selected we will always do our best to fulfil your requirements, however it may be necessary for us to substitute colour choices depending on stock levels.
All orders are processed in the order they are placed, therefore we are unable to amend an order once our workshop begins production.
You may cancel your order at anytime during the processing stage. Once your order is marked as fulfilled you will be unable to cancel your order. You may be able to return the goods to us – please see Returned and Faulty Goods section below.
Your current discount percentage and minimum order value can be located on the home page of our stockist website at https://tugenuff.orderspace.co... . In general our spending tiers are structured as below however we reserve the right to change the pricing tier you fall under at any time
Stockist - £0-£5000 in the previous 12 months
Tier 1 - £5000-£8000 in the previous 12 months
Tier 2 - £8000 plus in the previous 12 months
All spending thresholds exclude delivery and VAT where applicable.
Stockists who move onto either tier 1 or 2 will have their spending reviewed on a 6 monthly basis, at which point if you no longer meet the threshold we will contact you to give notice of our intention to change your tier level. We will not automatically move your account to a higher tier level, but you can ask we review your account when you have hit the minimum spend required.
We reserve the right to amend the price of any ordered and/or invoiced product to reflect an increase in cost to us anytime before dispatch of your order. If we need to do this we will contact you in writing to notify you and you will have the option to cancel the order should you decide not to proceed.
Custom Designed Products
We have suspended this service at this time
VAT & Payment Term
Orders are subject to UK VAT at the current rate, unless the whole order is being shipped to a country outside the UK. You may be required to pay sales tax or import duty on receiving your order.
To secure your spot in our production queue you will be required to pay a 25% deposit within 7 days, once your order is placed we will email you an invoice for you to make payment of this deposit. The remaining balance will then become due in 30 days or the date your order is due to be dispatched, whichever is the latter. We encourage you to pay via a credit or debit card.
Goods remain the property of Tug-E-Nuff Dog Gear Limited until paid in full. Non payment of invoices will result in additional recovery charges and closure of your account.
All orders will be invoiced and must be paid for in Sterling (GBP) you are responsible for arranging any currency conversion applicable to ensure the invoice is paid in full. You must also cover any bank charges incurred by either yourself or us in making a bank transfer payment.
You will bear all costs in relation to receiving the goods. This includes all shipping charges, import duty, sales tax and any other charges imposed by the courier or customs authorities.
We will arrange delivery on your behalf for orders being delivered to a UK or Mainland Europe address, we will ship by a tracked shipping method. We generally use DHL, however from time to time we may choose an alternative. When your order leaves us we will send you a shipment confirmation email, this will detail the shipping carrier we have used along with a tracking number where available.
You may choose to arrange your own courier to collect the shipment from us. Please contact us by emailing firstname.lastname@example.org in advance of placing your order to notify us of this.
Our shipping charges are as follows;
Orders under £750 - £45
Orders over £750 - Free
Outside of above territories
Customer to arrange own shipping
For orders being delivered outside of mainland Europe you will be responsible for making your own collection and shipping arrangements. We will contact you once your order is nearing completion to notify you of the weight and dimensions of your shipment. You must give us a clear 48 hours notice of when the collection will take place along with any documents we need to attach to your parcel for customs clearance.
Returns, Cancellations and Faulty Goods
Unless otherwise agreed you may return unsold goods to us within 30 days of delivery. You must bear the cost of return shipping and a 20% restocking fee will be payable.
Where an item is believed to be faulty we ask that you provide us with a photograph of the product in the first instance. Where necessary before we agree to a credit we may ask for you to return the item to us for further investigation, if this is the case we will make a reasonable contribution to the return postage cost. Where we decide there is a genuine fault that has not been caused by improper use we will issue a credit note.
Where an end user contacts us directly to request an exchange or refund of a product they have purchased from you we may ask them to contact you as the retailer in the first instance. If the item is deemed to be faulty or an exchange is required we are happy to assist the end user, however the refund or exchange will be calculated using our retail prices visible at www.tug-e-nuff.co.uk at the date of end user contact. Exchanges are for a Tug-E-Nuff Dog Gear branded product only.
Your account may be closed if we see no activity in the previous 12 months. You may request us to reactivate your account, this will be done under our current terms and pricing structure.
You must not list Tug-E-Nuff branded products for sale on online marketplaces such as but not limited to Amazon and eBay. We also ask that all UK based stockists only offer products for sale in physical locations. You may sell Tug-E-Nuff branded products at events that we do not attend. If we discover stockists breaking these conditions we reserve the right to close the account.
We reserve the right to amend these terms and conditions at any time without prior notification.
These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.