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FAQ

The following page consists of our most frequently asked questions and answers which we hope will help you with any queries you may have. If you can not find the answer you are after please contact us.

What guarantee do I have on my purchases?
Where can you send my items?
What are your terms and conditions?
Is my item in stock?
How accurate is your stock information?
What is your product quality?
Can I change my personal details?
Do you share my information that I give you?
What methods of payment do you accept?
How secure are my payments?
Can I change my order?
Can I cancel my order?
Where is my order?
Where is the remainder of my order?
How do I return products damaged / unwanted products?
Will I receive a VAT receipt?
How do I contact you?


What guarantee do I have on my purchases?
All items on our site have different manufacturing warranties dependant upon the product and brand, although all items can be returned within seven days provided that that outer packaging has not been opened. All you need to do is contact us and we will arrange collection of the items. As soon as it has been inspected, a credit will be processed.

All of our tools are manufacturer guaranteed against faulty manufacturing and poor workmanship. Our tool equipment warranties are all dependant upon the type of tool. Generally, all hand tools are guaranteed for 12 months unless stated, and power tools are guaranteed for between 6 months and 3 years depending upon the brand. Manufacturer warranties last one year.

For some brands you may need to register the tool to get the warranty. For example, Bosch tools need to be registered at the Bosch UK website in order for you to receive your full 3 year warranty. Many brands request this as proof that your tool purchase was from a legitimate supplier like ourselves. If you have a problem with one of your products either inside or outside the warranty, please contact us, as we may still be able to help guide you.

Where Can You Send My Items
Your order can be dleivered to any address within the UK and Ireland if placed online. Should you prefer to call us and place your order by telephone, we can only dispatch your order to the same address that your payment card is registered to. 

What are your terms and conditions?
Please click here to view our terms and conditions.

Is my item in stock?
We try to keep as many of our items as possible in stock but this it not an exact science and we can never guarantee what people will purchase. If we do not have an item in stock, we may send it to you direct from our suppliers. Should the occasion arise that our suppliers do not have the item in stock either, we will let you know when the item is expected. You will be given the option of waiting for stock or cancelling the remaining items from your order. Payment for these items will be refunded. Once items are in stock, they are sent out for delivery.

How accurate is your stock information?
Our stock information is, in most cases, updated every 48 hours, although some products may have a slightly longer update period. The information provided here is just an estimate and some items may depend upon whether us or our suppliers currently have stock of a product. We can provide you with live stock information on all of our products if you wish to call our sales team on 01622 820291 or email us at sales@tikproducts.co.uk

Our cut-off time for goods to be dispatched for next day delivery (provided they are in stock) varies on a day to day basis as we can never guarantee what time we have our courier collection. Goods that are available to be shipped from the manufacturer can be delivered for the next working day provided the order is placed before 2.15pm, apart from Fridays, when our supplier cut-off time is 13.30pm.

What is your product quality?
All our products adhere to the highest quality. We aim to provide products of such quality that you will visit us repeatedly for your needs.

Do you keep my personal details on record?
We are committed to protecting the privacy of your customers. All information we collect from you is to help us with your order and provide you with the best possible service in the future.

Can I change my personal details?
Your personal information can be changed at any time by contacting us. Please allow 48 hours for a reply.

Do you share my information that I give you?
We never give out any information that you provide to us to anyone for marketing purposes. You can remain assured that any information you provide will only be used by TIK Products Ltd. and no-one else. Your delivery details are required by our couriers to deliver your products, and they may request a telephone number so they can contact you if there are problems with making a delivery.

What methods of payment do you accept?
We accept payment made by all major credit cards and we can also accept cash on collection. Card payments are processed through our merchant banking account, while we also accept Paypal. There may be a requirement for you to sign up to an account before you can use Paypal's service.

Please note that these services have their own terms & conditions, and these must be agreed for you to use their service.

For payments by credit / debit card your statement will read 'TIK Products Ltd' We also accept payments via cheque. Should you prefer to pay with this option, please select this as a payment option when completing checkout. You will then be provided with full instructions to complete your offer.

For heavy purchasers, you can apply for a business account, and pay for your purchases nett monthly. To apply for this, please contact us for an application form. Please note - to apply for this you must have made a previous purchase from us in the last three months, and expect to average a monthly spend of £100 over three month periods.

How secure are my payments?
Our Payment Service Provider is Payzone, one of the largest independent payment service providers (PSP) in the UK and Ireland. Payzone provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Payzone's utmost priority to ensure that transaction data is handled in a safe and secure way.

We uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Secure Trading systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Secure Trading is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. Secure Trading is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected.

More information about shopping securely with Payzone can be found at payzone.co.uk.

We also accept Paypal, and details of their payment systems can be found on their website here

Can I change my order?
You can change your order up until it has been dispatched. If you have placed an order with us, please contact us to see if we can change your order.

Can I cancel my order?
Your order can be cancelled until the items have been dispatched. Should you wish to return your purchases, please scroll down to the returns section.

Where is my order?
Your order can be delivered any time between 08:00 and 16:00. When your item is being delivered, a signature may be required. Please ensure that you enter a delivery address where someone will be able to sign for your package. If you have not received your order when expected, please us and we will investigate for you.

Where is the remainder of my order?
If all your items have not been delivered, please check your delivery note. Any items currently outstanding are out of stock and will be delivered as soon as they are received. We will try to let you know how long the delay will be if possible. If you wish to cancel any outstanding items we will do so immediately and provide you with a refund on those items.

How do I return products damaged / unwanted products?
If a product is not wanted, please contact us within 14 days to arrange to return the product unopened and in the original packaging. For unwanted goods, it is your responsibility to return the goods to us.We would recommend booking a courier through www.parcel2go.com as these are available for as little as £5.80 plus vat. We will refund the full cost of the products, but not delivery charge to return the goods to us. If an item is faulty, we will arrange collection.  Should the item not be returned in same condition of delivery, we reserve the right to refuse the return.

If the product is faulty or has malfunctioned within the guarantee period please contact us to arrange an exchange. We can either arrange collection, arrange for you to return the item in your own time. If you arrange the delivery yourself. We refund you any delivery charges on return of all faulty items. Should we arrange a collection of the items for you, at a date that you request, but it is your responsibility to ensure the package can be collected. Collections can take place at any time between 8.00am and 5.30pm, so please provide us with a collection address that we will be able to collect from. Any refunds or replacements will not be provided until we have received the original product back in stock and the item has been inspected. This usually takes approx less than 24 hours from receipt of the goods, but please allow 72 hours for funds to be returned to your bank account.

Will I receive a VAT receipt?
We send out a VAT receipt with every order, as this is required for you to make claims under your products guarantee. These are sent via email, usually upon confirmation that your order has been dispatched. However, in the event that you do not receive a receipt when expected, please contact us for a replacement. 

How do I contact you?
Please click here to view your options for contacting us.