Ordering

• Once TTSR Limited receives your order request, we will contact you to book in your delivery. You must provide a suitable daytime contact number at the time of ordering.
• We will offer you the next suitable delivery slot. Please allow for longer lead times during the autumn and winter months. We may be able to quote you a morning or afternoon delivery, but cannot confirm an exact delivery time.
• Deliveries are made 8 am-4 pm, Monday to Saturday.
• All products are subject to availability.
• We take our responsibility to deliver only approved smoke-controlled fuel to smoke controlled areas seriously. Please ensure you are aware of your zone status. If you require clarification, please call your local environmental health department. We now only stock government approved smokeless ovoids, rather than house coal.
• Prices shown include VAT and are in British Pounds Sterling GBP. All payments are to be made in advance of delivery by BACS payment or by debit or credit card over the phone. We cannot accept payment by American Express.

Products

• Logs are provided ready to burn. The Company Certification numbers are available to view on our website. You may request a copy of these, along with firewood storage tips to be sent to you by email.
• All logs are supplied at a standard approximate length of 250mm (10 inches). The width of the log may vary, and tolerances must allow for pieces as small as 25-30mm or as large as 120-150mm. Larger, chunky logs may be available on request.
• All firewood loads are loose tipped at the rear of the delivery vehicle.
• Smokeless ovoids can be left in sealed bags, or we are happy to empty sacks straight into your coal bunker. Please request sacks to be emptied when booking your delivery and provide information about the capacity of your bunker.
• Wood Chip/Mulch deliveries must be tipped onto a hard surface, or tarpaulin.
• Delivery for Nursery products will be arranged with the customer; details may vary depending on the size and type of order.

Deliveries

• To provide an efficient delivery service, we send our fleet of Ford Transit delivery vehicles. These vans require all openings and gateways to be at least 8ft/2.4M wide.
• For the safety of our staff and the general public we cannot deliver roadside where there is no private drive or safe space off the road to tip the goods.
• It is the responsibility of the customer to advise of any access restrictions from ground level to overhead cables. The company reserves the right to refuse delivery on the grounds of insufficient or unsafe access. A charge may be made for re-delivery if you fail to notify us at the time of order of any access restrictions or issues that prevent us from delivering to your property.
• Access to property is granted at the customers’ own risk. Damages caused to property must be reported before the delivery driver leaves the property and must be followed up in writing, as per the customer complaints procedure below. The company cannot be held liable for alleged damages with insufficient evidence of fault. Substantiated damage claims will be dealt with swiftly and professionally.
• It is the responsibility of the customer to inspect delivered goods immediately upon receipt and notify TTSR within 48 hours of delivery if they are damaged or do not comply with the seller’s description at the point of sale. If the customer fails to do so, they will be deemed to have accepted the delivered goods.
• For nursery stock, it is the responsibility of the customer to read any materials provided for the preparation of the delivery site and planting of goods in advance. TTSR Ltd cannot be held responsible for the survival of plants once delivered to the customer – care advice will be offered on ordering, but it is the responsibility of the customer to judge the suitability of the planting site, to plant according to advice given and to provide aftercare for plants to ensure their longevity.
• If the delivery driver arrives at your address and no one is available to accept delivery, we will tip logs/stack ovoid sacks/deposit other goods either on the drive or at an agreed location.
• Delivery of items will be to a suitable point on your property. Any movement of the goods on your property is at the driver’s discretion.
• If delivery is refused, a charge for returning the goods will be made to the customer. This charge is £40.
• In line with the Consumer Rights Act 2015, a customer can cancel. You have 14 days to cancel, starting the day the goods are received, and then 14 days in which to return the goods to TTSR Ltd. We have up to 14 days to action the refund. The customer bears the cost of returning the goods.

Customer Complaints Procedure

In the event of a customer’s dissatisfaction with the products and services we provide, we take complaints very seriously and seek to rectify the issue in a positive and timely manner.

In order for a complaint to be processed:

We ask that the customer provides their complaint in writing to either info@ttsrltd.co.uk or the Head Office postal address

1. Please include your invoice number and/or date of delivery/visit
2. Please tell us details of the complaint
3. Please include photographic evidence (where relevant)*
4. Suggest what kind of action would satisfactorily remedy the situation for you

*If, for example, the complaint is regarding the quality of a product delivered, please photograph close-ups of the product itself and also where it is being stored.

Head Office will aim to process and respond to your complaint within 3 working days. Arrangements will then be made with the customer to replace/repair/refund/remove the product/service at the earliest opportunity.