Terms & Conditions

About

All contract customers please refer to relevant contract documentation for your terms and conditions.

This web site is owned and operated by TW Engineering Co. Ltd who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the ‘contact us’ page or use the details below.

Our Contact details:

TW Engineering Co. Ltd,
Angular House,
Eagle Road,
Quarry Hill Industrial Park,
Ilkeston,
Derbyshire.
DE7 4RB
United Kingdom. 

Phone: 0115 932 3223
Fax: 0115 930 6221
Email: please use the ‘contact us’ page
GB 117 3131 10

Company number: 673817

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to TW Engineering Co. Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

Accuracy of content

We have taken every care in the preparation of this website, in particular to ensure that prices quoted (where applicable) are correct at the time of publishing and that all goods have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website (where applicable). All prices are displayed inclusive of VAT unless stated otherwise. If the price of the goods increases between the date we accept your order and the delivery date, we will let you know and ask you to confirm by email that the new price is acceptable. If it is not acceptable, then you will of course have the right to cancel your order. Any weights, dimensions and capacities given about the goods are approximate only. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website and we shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained on this website.

Availability

All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.

Requesting a Quote

Requesting a quote could not be easier (account holders only). Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Proceed' and you will be asked for a few details that we need to be able to complete the quote.

We accept card payments. If you are shopping from outside the UK, place your order, we will send a quote and your card company will convert the transaction to your own currency.

We accept Visa and MasterCard. There is currently no facility to purchase online, although we accept telephone orders.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. You will need to provide us with your email address and we will notify you by email as soon as possible to confirm receipt of your order. An acceptance of your order will take place on despatch of the good(s) ordered.

You need to be 18 or over and a contract customer to buy knives from us and by purchasing any knife from twtools.co.uk you are confirming you are aged 18 or over.

Please note that the photos shown on the website may vary slightly from those sent out. However they will still be fit for purpose. For example if a tool is purchased we may send one from a different manufacturer but it will still be able to do the same job and have the same safety testing. If it is necessary to buy exactly what the website photo shows then please tell us beforehand and we will try to send out the desired item.

Shipping & Handling

See 'Delivery Schedule' below for more information. Additional carriage charges will be requested for payments outside the UK.

Payment Terms

We will charge your credit card account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

Delivery Schedule

We try to deliver your order right away for stock items. We will normally send your order to you in 2-3 business days. International orders are generally received in under 7-10 days.

You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Delivery Charges

Delivery charges vary according to the type of goods ordered and cannot be refunded.

Delivery

Please note that we are only able to deliver to addresses within the United Kingdom (additional carriage charges and delivery times may apply to deliveries to the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles), Europe (additional carriage charges and delivery times will apply) Australia (additional carriage charges and delivery times will apply) and New Zealand (additional carriage charges and delivery times will apply). We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time.

Risk of ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full.

Back orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK 20% VAT is added. All other orders are VAT free.

Damage to your computer

We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility that the right equipment is available to use the website. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee

All of our products come with a 12 month guarantee against manufacturer's defects.

This warranty period does not apply under the following conditions:

• Product is damaged due to physical abuse, mishandling, accident, fire, water damage, negligence or failure to follow any supplied operating instructions.  
• Product is physically modified by Purchaser in any manner other than that for which it was intended or otherwise previously approved by the Manufacturer; 
• Product has been damaged, has become unusable or has developed defects caused by the use of unauthorised parts, repaired by an unauthorised repair service; 
• Product has been connected to power source not supplied by the Manufacturer, including batteries; 
• Product has been subject to operating or physical conditions outside those recommended in product specifications as provided by the Manufacturer; 
• Product has its serial number altered or removed; 
• Product is damaged on the way back to TW Engineering due to improper packaging; 
• Product is lost on the way back to TW Engineering Co. Ltd due to extraordinary circumstances.

Plus any other reasons not relating to manufacturer’s defects.

Reaching Us

If you need to reach us, please email us using the link on the ‘contact us’ page, alternatively, you can call on 0115 932 3223 (International +44 0115 932 3223) or fax us on 0115 930 6221 or write to us at Angular House, Eagle Road, Quarry Hill Industrial Park, Ilkeston, Derbyshire. DE7 4RB United Kingdom

Security policy

Our Payment Service Provider is Sage Pay – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.

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

Sage Pay 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.

Sage Pay 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.

Cookies

Cookies may be used by TW Engineering Co. Ltd to provide you with, for example, customised information from our website. A cookie is an element of data that a website can send to your browser which may then store it on your system. If you wish, you can usually adjust your browser so that your computer does not accept cookies. Please remember cookies do not contain confidential information such as your home address, telephone number or credit card details.

Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 14 working days for a full refund, excluding the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or described incorrectly.

Twtools.co.uk will not accept returns unless prior authorisation has been approved and a returns number issued. To obtain an authorisation for a return please contact us on 0115 932 3223. A Return Form will be then emailed to you.  The form then needs to be completed with as much detail as possible and returned with the returned goods to prevent any delays in processing the return. The returns number must be clearly identified on any internal paperwork when the goods are returned. We regret that we cannot accept cancellations of contracts for the purchase of consumable products (batteries etc) where the item has been unsealed.

Any goods returned should be in saleable condition.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

We offer a take back service for batteries and accumulators purchased from TW Tools. Returns must be accompanied by an invoice for proof of purchase. We only accept those items purchased from TW.

Exclusion of Liability

Any disclaimers and exclusions of liability in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence. These disclaimers and exclusions shall be governed by and construed in accordance with English law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Changes to Legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

Law, Jurisdiction and Language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

About the WEEE Regulations

WEEE is Waste Electrical and Electronic Equipment and covers virtually everything with a plug or battery.

WEEE also includes fluorescent lamps and tubes, high intensity discharge (HID) lamps, compact fluorescent lamps and LED lamps and tubes.

Every year an estimated 2 million tonnes of WEEE items are discarded in the UK - the majority of which is toxic and can have a long-term impact on the environment.

UK regulations place a legal requirement on businesses to handle WEEE in a specific and compliant manner.

Responsibilities of our Customers

Customers of TW Engineering are encouraged to dispose of WEEE in an environmentally friendly way. This can be done through your local civic amenities site, an approved treatment facility or returning it to TW Engineering under our 'take back arrangements' when you place an order for a replacement electrical or electronic product.

 

Responsibilities of TW Engineering Co. Ltd

As a 'Distributor' TW Engineering has a legal responsibility to offer free 'take back arrangements for WEEE products.

WEEE is defined Waste Electrical and Electronic Equipment (which displays the Crossed out Wheeled Bin Symbol) on the item, that the manufacturer has placed onto the market after the 13 August 2005

Additional Terms Regarding Engraved Products

Engraved items are customised by TW Engineering Co. Ltd  (TW Tools) to your specifications and may not be changed or cancelled.

Engraved items can only be returned, exchanged or refunded if defects are encountered during the normal use of the product and for the purpose for which it was intended.  Examples of this and further details can be seen in the ‘Guarantee’ section of the Terms and Conditions.

You understand engraved purchases from TW Engineering Co. Ltd (TW Tools) require 5 business days from the date ordered to account for production time and once it has left the warehouse it will be delivered in 2-10 business days (depending on shipping method selected). 

You acknowledge that you are happy with your chosen text to be engraved and the spelling and accuracy of all text/messages entered by you. The engraved text will be Aerial Font, Size 3.  Please see example photos for sizing and how this will look. If the character size doesn’t fit we will let you know.

You understand TW Engineering Co. Ltd (TW Tools) will engrave the product exactly according to the choices you selected and data you entered.

In accordance with the Ethical Policy of TW Engineering Co. Ltd (TW Tools), no content will be accepted for engraving that contains any offensive language or could be perceived as a form of discrimination.  No brand names, company names or logos will be engraved unless approved by an officer of that company.

Not all products are possible to engrave as it could void the safety integrity or product warranties (for example insulated tools).

You understand the final size and placement of your engraving is at the discretion of the TW Engineering Co. Ltd (TW Tools).