Shipping & Returns

Delivery

Please allow 7 to 10 working days from order for delivery.

We'll send you a tracking number by email as soon as your order ships. If your delivery takes longer than expected, contact us and we'll chase it down for you.

Free UK Delivery

Every order shipped to a UK address qualifies for free standard delivery. No minimum order value, no hidden charges. The price you see at checkout is the price you pay.

UK Delivery Only

We deliver to addresses in the United Kingdom only. We do not ship to other countries, and checkout will not accept a delivery address outside the UK.

30 Day Return Policy

If you're not satisfied with your purchase, you can return it within 30 days of delivery for a full refund. Products must be in their original condition and packaging, with all accessories included.

Unless the item is faulty or we sent the wrong item, you pay the cost of returning it. If it is faulty or wrong and you bought as a consumer, we send you a prepaid label. Business buyers pay the carriage to send a faulty device to us and we pay to send it back, as set out in section 5a of our Terms. If we sent the wrong item, we pay both ways for everyone.

How to Return an Item

• Email us at support@tugahardware.com with your order number and reason for return.
• We'll provide you with a returns authorisation and shipping instructions.
• Pack the item securely in its original packaging and ship it to the address provided.
• Once we receive and inspect the item, we'll process your refund within 5 to 7 business days.

Damaged or Faulty Products

If your product arrives damaged or develops a fault within the warranty period, contact us immediately. We'll repair or replace it under the warranty, or refund you if we can do neither; see our warranty page for how a claim works and who pays carriage. Please include photos of the damage or fault when you get in touch, as this helps us resolve things faster.

Your statutory rights

On top of the 30 day policy above, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel for any reason, and the Consumer Rights Act 2015 entitles you to a repair, replacement or refund if a product is faulty or not as described. These rights do not depend on the original packaging. If an order has not arrived within 30 days of payment, you can cancel it for a full refund.

Cancellations

You can cancel your order at any time before it ships. Once an order has been dispatched, you'll need to follow the standard returns process above. To cancel, email us with your order number and we'll confirm the cancellation.