Policies
From shipping and returns to privacy and security
We've got you covered!
Tenner or Under offer delivery throughout the UK.
Our delivery fees include the costs of carefully packaging your item to ensure it arrives with you in tip-top condition, as well as the fees charged by our mail partners to get the item to you. We try to keep these charges as low as possible and only seek to cover our costs from our delivery charges.
We always aim to dispatch your parcel within 48 hours of your confirmed order and payment unless otherwise stated on the item you are ordering. If you’re ordering on a weekend, we will arrange dispatch for your order the following Monday (or Tuesday on bank holiday weekends).
Tenner or Under are not responsible for any sales tax, duties and customs charges which are determined by your local government and may vary by country. Duties, taxes and/or customs fees will be the responsibility of the customer. We are unable to provide you with information regarding these charges, so we encourage you to contact your local government for specific details before completing your order. By completing your order you agree to pay all applicable fees.
Data Protection
At Tenner or Under, we value the security of our customer’s personal information and take all reasonable steps to ensure it is protected at all times.
We will collect some information from you in order to process your order, and also to ensure we can deliver the best possible service to you and keep you up to date with special offers. The information we will collect includes: Your name, address, phone number, and email address.
When you check out your shopping basket, you will be asked for your payment information, however we never get to access this information as it is collected securely by our payment service provider.
You are entitled by law to ask us to stop sending you marketing emails, and to request a copy of the information we hold about you. To do this, please just send us a contact form from our Contact Us page. We will never share your information with a 3rd party without your prior explicit consent.
Any information we collect or retain about you will be done so in accordance with the Data Protection Act 1998.
Credit / Debit Card Security
Our Payment Service Provider is Woo Payments who use Stripe to process your payment data – Stripe is one of the largest independent payment service provider (PSP) operating in 25 countries worldwide.
Stripe provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Stripe’s utmost priority to ensure that transaction data is handled in a safe and secure way. Stripe uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Stripe systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
Stripe 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.
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 Tenner or Under, you can be sure that you are completely protected.
Cookies
Cookies are small crumbs of data deposits used by many websites, where certain information is stored so that the site can ‘remember’ what you have been doing. Our Tenner or Under website uses cookies to remember the contents of your shopping cart as you browse around the site, to allow you to see recently viewed items and associated products, as well as store your personal information via “My Account”. You are able to switch your cookies off, by accessing the internet settings on your browser, however if you switch off cookies on our site you will be able to browse our products, but you will not be able to place any orders with us (as the site won’t be able to remember what you have selected).
The Tenner or Under website uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics.
As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser.
We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers
However, we understand that sometimes things don’t always go to plan, and we appreciate that when purchasing items online, you may later change your mind.
Our returns policy is really clear – if things aren’t to your satisfaction please contact us within 14 days of receiving your items, and we will do everything reasonably possible to make things right by offering a replacement, repair or refund. We’ve detailed some more information below.
Please report any delivery issue to us within 14 days of your delivery date (or expected delivery date if your order has not arrived). If we have accidentally missed an item from your delivery, we will arrange to send the goods to you immediately.Delivery has not arrived
We will make all necessary enquiries with the delivery company to locate the parcel and keep you informed of a revised delivery timescale. Please do allow the full quoted delivery timescale before advising us that something may be wrong as we will not be able to query with our delivery companies until that time has passed. If in the unusual circumstance that your delivery is altogether missing, we will send the items again.Damaged item
Whilst we take the utmost care and attention in packing your order to ensure it is well protected on its journey to you, we understand that sometimes damage will occur in transit. If you open your order to find an item is damaged, please report this to us as soon as possible and in any case within 14 days of receipt. We will contact you to get all the information we need to either repair or replace the damaged item, or refund you the amount paid, and arrange for you to return the item where appropriate (at our expense).
Goods Not As Described
We take extreme care and time to ensure the product descriptions on our site provide the detail you need, however if you receive an item that you think isn’t as described, please let us know within 14 days of receipt. We will seek to put this right either by offering a replacement or refund, and we will ask you to return the item to us in the original packaging and in its original condition, in a reasonable timescale of 28 days. We will cover any return postage costs.
If any item you buy from us is faulty or becomes faulty soon after purchase, please notify us as soon as you notice the fault, and in any case no later than 6 months from receipt (or according to any warranty period as specified on individual products). We are not able to accept liability for goods which have been with you for longer than this.
We will ask you to return the faulty item, and we will either repair or replace the item for you. You may also choose a full refund if you prefer. Please note our products are not returnable/refundable in the following circumstances:
- Candles which have been lit
- Wax melts which have been partially or fully melted
- Reed diffusers which have been assembled
- If the products have become faulty due to user mishandling, accidental damage caused by you, or where you have attempted to repair a faulty item yourself.
- In interests of hygiene and for your protection we do not accept returns of, or refunds on, unsealed cosmetics, pierced earrings or jewellery sets containing earrings or real body jewellery unless the items are of unsatisfactory quality or unfit for purpose.
We trust you understand the integrity in this policy, however if you have any queries before buying in confidence from us, please do not hesitate to get in touch and we will be happy to answer any questions you have.
All of our policies at Tenner or Under comply with our obligations under the Sale of Goods Act 1979, the Distance Selling Regulations and any other relevant legislation in Scotland.
Notes:
If you do not advise us of any problem with your order or delivery within the required 14 day timescale, this will invalidate your right to request a refund or replacement.
Refunds will be processed as quickly as possible, and in any case within 14 days of notice (or return of goods where appropriate).
Also in accordance with the Distance Selling Regulations, you have the right to request a full refund should you wish to return your purchase for any reason within 14 days of receiving them, so long as the goods are returned in a new and unused condition, in its original packaging.
Tenner or Under is a small but growing business from Ayrshire in Scotland headed up by Stuart Nairn. We are committed to our customers and aim to provide the highest standards of service to ensure you enjoy our fantastic products as much as we enjoy them.
If you ever need to get in touch with us you can fill in the form on the Contact Us page, or if you would prefer to email us directly, the address is as follows:
Alternatively, you can write to us at the following address:
Tenner or Under
83 Whatriggs Road
Bellfield
Kilmarnock
Scotland
United Kingdom
KA1 3RB
We look forward to hearing from you and will deal with your query as quickly as possible.
We believe that all of our products are of the highest quality, and will guarantee everything against manufacturing defects.
You can read all about our returns policy on the policies page.
These rights are additional to and do not detract from your statutory rights.
We know what it’s like, you have passwords for soo many different things and from time to time you forget one or two, or four!
Just click the “lost password” link below the login screen or in the My Account page and we will get you back in… until the next time.