Refund policy

Returns & Refund Policy

Cancelling an online order

If you are purchasing as a consumer, you can cancel most online orders without giving a reason. Tell us within 14 days after the day you receive your goods, then return them within 14 days of notifying us.

Email michael@tmgsupplies.co.uk or call 0191 488 9989. Please include your order number and the items you wish to return.

Return costs and collection

For change-of-mind cancellations, you are responsible for the direct cost of returning the goods. This also applies where your original delivery was free.

We do not offer free collection of delivered orders for change-of-mind returns. You may return goods to our Swalwell yard yourself or arrange suitable transport. Please contact us to coordinate the return.

Any collection arranged by TMG is subject to availability and an agreed charge.

For bulky or heavy goods that cannot normally be returned by post, the estimated return cost is: £75.00

Condition of returned goods

You may inspect goods as you would in a shop. Please keep them safe and protect them during return transport, using their original packaging where possible.

We may deduct an amount for loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. This can include installation, cutting, use or damage.

Refunds for cancellations

We will refund eligible cancellations using your original payment method, without a refund processing fee.

Unless we have offered to collect the goods, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first. We will refund you within 14 days of that point.

When you cancel an entire eligible order, we also refund the standard outbound delivery charge. Any extra paid for an enhanced delivery service is not refundable.

Custom-made goods

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Your rights regarding faulty or incorrectly described goods remain unaffected.

Faulty, damaged or incorrect goods

Please contact us if goods arrive damaged, are faulty or do not match your order. Photographs can help us investigate.

We will provide the remedy required by your statutory rights and bear reasonable return costs where legally required. Our change-of-mind collection charges do not apply to these returns.

Purchases made at the yard

We do not offer change-of-mind returns for purchases made in person, unless agreed otherwise. Your statutory rights for faulty or misdescribed goods remain unaffected.

Return address

TMG Building Supplies
Miller’s Lane, Swalwell
Newcastle upon Tyne
NE16 3AU

Telephone: 0191 488 9989
Email: michael@tmgsupplies.co.uk

Nothing in this policy limits your statutory rights.