Returns & Refunds Policy

Last Updated: 04/06/2026

This Returns & Refunds Policy applies to all purchases made from Total Site Supply Ltd ("TSS", "we", "us", or "our") through our website, trade accounts, email, telephone, or any other sales channel.

We are committed to providing quality products and excellent customer service. This policy explains the circumstances in which goods may be returned and refunds issued.

1. Consumer Customers

If you are purchasing goods as a consumer, you may have statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Nothing within this policy affects your statutory rights.

Change of Mind Returns

You may return most standard stocked products within 14 calendar days of receiving your order, provided that:

• The goods are unused and in a fully resalable condition.
• The goods are returned in their original packaging.
• The goods have not been installed, altered, damaged, or modified.
• Proof of purchase is supplied.

Customers are responsible for return shipping costs unless the goods are faulty, damaged, or supplied incorrectly.

Refunds will be processed within 14 days of receiving and inspecting the returned goods.

2. Trade & Business Customers

Most products supplied by TSS are intended for commercial and industrial use.

Trade account customers may request the return of eligible products within 14 days of delivery, subject to approval.

Returned goods must:

• Be unused and in a resalable condition.
• Remain in their original packaging.
• Include all supplied parts, accessories, and documentation.
• Be accompanied by the relevant order reference.

TSS reserves the right to refuse returns that do not meet these requirements.

Where applicable, a reasonable restocking charge may be deducted from any refund to cover supplier or handling costs.

3. Faulty, Damaged or Incorrect Goods

If goods arrive damaged, defective, incomplete, or incorrect, customers must notify TSS as soon as reasonably possible.

We request notification within:

• 48 hours of delivery for damaged or missing items.
• 7 days of delivery for incorrect items.
• A reasonable period after discovering a manufacturing defect.

To assist with claims, photographic evidence may be requested.

Where a claim is validated, TSS may, at its discretion:

• Replace the goods.
• Repair the goods where appropriate.
• Provide a full refund.
• Provide a partial refund where suitable.

4. Non-Returnable Products

Unless faulty, defective, or supplied incorrectly, the following products cannot normally be returned:

• Custom-made products.
• Bespoke manufactured products.
• Branded workwear.
• Personalised clothing.
• Printed garments.
• Custom signage.
• Custom decals.
• Custom stickers.
• Vinyl graphics.
• Special-order products.
• Made-to-order products.
• Products sourced specifically for a customer.
• Goods that have been installed, modified, or used.

Any exception to this policy shall be entirely at the discretion of TSS and may require approval from the relevant manufacturer or supplier.

5. Dropshipped Products

Many products sold by TSS are supplied directly by manufacturers, distributors, and fulfilment partners.

Returns for dropshipped products may be subject to the policies of the relevant supplier.

In certain cases:

• Supplier authorisation may be required before a return can be accepted.
• Collection charges may apply.
• Restocking fees may apply.
• Return shipping costs may be payable by the customer.

Where any charges apply, TSS will advise the customer before processing the return.

6. Restocking Charges

For certain products, particularly special-order or supplier-direct products, a restocking charge may apply.

Where applicable, restocking fees of up to 20% of the product value may be deducted from any refund to cover supplier and administration costs.

Any applicable charge will be confirmed before the return is authorised.

7. Return Procedure

To request a return, customers should contact TSS and provide:

• Order number.
• Product details.
• Reason for return.
• Photographs where applicable.

Goods must not be returned without prior authorisation from TSS.

Once approved, return instructions will be provided.

Unauthorised returns may be refused or returned to the sender.

8. Refunds

Once returned goods have been received and inspected, any approved refund will be processed to the original payment method used for the purchase.

Refunds may be reduced where:

• Goods have been damaged after delivery.
• Packaging is missing or significantly damaged.
• Components or accessories are missing.
• Restocking fees apply.
• Collection charges apply.

Approved refunds will normally be processed within 14 days of receipt of the returned goods.

9. Delivery Charges

Original delivery charges are generally non-refundable unless:

• The goods were faulty.
• The goods were damaged on arrival.
• The goods were supplied incorrectly.
• TSS agrees otherwise in writing.

Where TSS arranges collection of returned goods for customer convenience, collection costs may be deducted from any refund.

10. Order Cancellations

Orders may be cancelled without charge before dispatch.

Once goods have been dispatched, cancellation requests will be treated as a return and will be subject to this Returns & Refunds Policy.

Orders for bespoke, customised, personalised, branded, printed, or special-order products cannot usually be cancelled once production, procurement, or fulfilment has commenced.

11. Contact Information

For all returns, refunds, damaged goods, and customer service enquiries, please contact:

Total Site Supply Ltd

Email: info@totalsite.supply

Website: https://totalsite.supply

12. Changes to this Policy

Total Site Supply Ltd reserves the right to amend, update, or modify this Returns & Refunds Policy at any time.

The most current version will always be published on our website and will apply to all future purchases.