Warranty Terms & Conditions

1. Who we are

These Warranty Terms & Conditions (“Warranty Terms”) apply to products purchased from TUFF MATE via https://tuffmate.co.uk/ (“we”, “us”, “our”).

2. Your legal rights

Nothing in these Warranty Terms affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may have legal remedies such as repair, replacement, price reduction, or refund.

3. Warranty period

3.1 Standard warranty

Unless stated otherwise, TUFF MATE products are covered by a 12-month manufacturer’s warranty from the date of delivery (“Standard Warranty Period”).

3.2 Lifetime warranty (selected products)

Some TUFF MATE products are covered by a lifetime warranty (“Lifetime Warranty”). Where a Lifetime Warranty applies, this will be clearly stated on the relevant product page and/or in the product documentation supplied with the product.

For the purposes of these Warranty Terms, “lifetime” means the expected service life of the product under normal, intended use, and does not mean the lifetime of the purchaser.

3.3 If there is a conflict

If the warranty period shown on a product page or in product documentation differs from these Warranty Terms, the product-specific warranty period will apply.

4. What the manufacturer’s warranty is

The warranty is provided by the product’s manufacturer (or, in some cases, by us on the manufacturer’s behalf) and covers certain faults that arise during normal use.

5. What the warranty covers

During the applicable warranty period (Standard Warranty Period or Lifetime Warranty), the warranty typically covers:

·         Manufacturing defects in materials or workmanship

·         Faults that occur during normal, intended use

6. What the warranty does not cover

The warranty does not cover:

·         Normal wear and tear (including cosmetic wear)

·         Accidental damage, misuse, neglect, or improper storage

·         Use outside the product’s intended purpose, load rating, duty cycle, or safety guidance

·         Damage caused by failure to follow assembly, installation, inspection, maintenance, or care instructions

·         Unauthorised modifications, repairs, or use of non-approved parts

·         Damage caused by environmental conditions (e.g., corrosion from improper storage, exposure to chemicals) where not intended

·         Consumable items (where applicable) such as grips, feet, wheels, straps, or similar parts, unless defective on arrival

·         Commercial hire, rental, or loan use (including use in rental fleets or equipment hire businesses)

7. Proof of purchase

To make a warranty claim you must provide:

·         Proof of purchase (order number, invoice, or receipt)

·         Photos and/or video showing the issue

·         The product serial number (if applicable)

8. How to make a warranty claim

Please contact our support team first so we can help you quickly.

Provide:

1.      Your order number

2.      The product name

3.      A clear description of the fault

4.      Photos/videos of the issue and the full product

We may ask for additional information to diagnose the issue.

9. Inspection, returns, and costs

·         We may ask you to return the product for inspection or to confirm eligibility.

·         If the claim is approved, we will confirm the remedy (repair, replacement, parts, or other solution) and any applicable shipping arrangements.

·         If inspection shows the issue is not covered (for example, damage due to misuse or hire/rental use), we may offer a paid repair/replacement option where available.

10. Remedies

If a valid warranty claim is accepted, the remedy will be determined by the manufacturer’s warranty terms and may include:

·         Repair of the product

·         Replacement of the product (or a like-for-like equivalent)

·         Replacement parts

Replacements may be new or refurbished where permitted by the manufacturer.

11. Safety and usage requirements (important)

For safety-critical products such as ladders, steps, and material handling equipment:

·         Always follow the product instructions and safety labels

·         Do not exceed stated load ratings

·         Inspect before each use and stop using the product if damage or instability is found

Using a product in an unsafe manner may void warranty coverage.

12. Business customers

If you are purchasing as a business, trade, or for resale, different terms may apply. Please contact us before purchase for trade warranty guidance.

13. Changes to these Warranty Terms

We may update these Warranty Terms from time to time. The version that applies is the one available on our website at the time of your purchase.

14. Contact

For warranty support, please contact us via the details on our Contact page:

·         https://tuffmate.co.uk/pages/contact

You can also refer to our FAQ page for general support information:

·         https://tuffmate.co.uk/pages/frequently-asked-questions

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