Terms and Conditions

Last updated: 29 September 2026 (version 2)

These terms and conditions apply to every order placed with us through this website, by phone, by email or at our yard. Please read them before you place an order. When you tick the box at checkout, you are confirming that you accept them. Nothing in these terms affects your legal rights as a consumer.

1. About us

This website is run by Tolworth Fencing Supplies Ltd, a company registered in England and Wales under company number 12651385.

• Registered office: Chart House 2b, Effingham Road, Reigate, England, RH2 7JN
• Trading address and yard: Unit 16, 193 The Garth Road Industrial Centre, Garth Road, Morden, Surrey SM4 4LZ
• VAT number: 354633005
• Telephone: 0208 3300 865
• Email: tolworthfencing@googlemail.com

In these terms, “we”, “us” and “our” mean Tolworth Fencing Supplies Ltd. “You” means the person or business placing the order.

2. Consumers and business customers

You are a consumer if you are buying mainly for your own home or garden and not for a trade, business or profession. Some parts of these terms apply only to consumers and some only to business and trade customers. Where that is the case, we say so.

3. Placing an order

1. When you place an order, you are offering to buy the goods. Our order acknowledgement email confirms that we have received your order. The contract between us starts when we accept your order, which happens when we take payment or confirm your order to you by email, phone or in person.
2. We may decline an order, for example if an item is out of stock, if there is an obvious error in the price or description, or if we cannot deliver to your address. If we decline an order after taking payment, we will refund you in full.
3. Please check your order carefully, including sizes, quantities, colours and your delivery or collection details, before you submit it.

4. Prices and VAT

1. Prices on product and range pages are shown excluding VAT, as most of our customers are in the trade. VAT is added at the checkout, and the full amount you will pay, including VAT and any delivery charge, is shown before you place your order.
2. If we discover an error in the price of something you have ordered, we will contact you before we accept your order. You can then choose to go ahead at the correct price or cancel with a full refund.

5. Payment

1. You can pay online by debit or credit card, Apple Pay or Google Pay. Card payments are processed securely by WooPayments, which uses Stripe. We never see or store your full card details.
2. Where offered, you can also pay with Klarna or Clearpay. These services are provided by those companies under their own terms, and they will carry out their own checks.
3. We also accept bank transfer, and payment in person or over the phone for orders collected from our yard. Goods are released for collection or delivery once payment has been received in full, unless we have agreed a trade account with you in writing.
4. For made to measure orders, we may ask for payment in full, or a deposit, before we start work. We will tell you before you confirm the order.

6. Collection from our yard

1. You can collect your order from our yard in Morden during our opening hours. Please bring your order number, and make sure your vehicle is suitable for the size and weight of the goods. Our staff will help with loading, but you are responsible for securing the load and transporting it safely.
2. If you choose a collection date and time slot at checkout, please collect within it. If you need to change it, call us.

7. Delivery

1. We deliver to postcodes beginning KT, CR and SM, and to certain South London postcodes. Our Shipping page lists the areas we cover. A minimum order value applies for delivery, and delivery is free on qualifying orders in our local area. The delivery charge, if any, is shown at checkout before you pay.
2. We will contact you on the phone number you give us to arrange a delivery date. Delivery dates are estimates, but we will always keep you informed.
3. Delivery is kerbside only. This means we deliver to the front of the property, on a surface that our vehicle can reach safely. We cannot carry goods through a house or garden, or into back gardens. If you have special access requirements, please contact us before ordering.
4. Someone should be present to receive the delivery. If we cannot deliver because nobody is present, or because access is not safe or possible, we will contact you to rearrange. We may make a reasonable charge for a second delivery, which we will tell you about before we rebook it.
5. Please check the goods when they arrive and tell us about any damage, shortage or wrong items as soon as possible, ideally within 48 hours. This helps us put things right quickly. It does not reduce your legal rights.

8. Risk and ownership

Responsibility for the goods passes to you when they are delivered to your address or loaded onto your vehicle at our yard. Ownership passes to you once we have received payment in full.

9. About our products

1. Timber is a natural material. Knots, small splits, shakes, resin marks, variations in colour and grain, and small changes in size as the timber dries are normal characteristics and are not faults.
2. Pressure treated timber can show surface marks or salts from the treatment process. These are normal and fade over time.
3. Concrete products may show small variations in colour and finish.
4. All sizes quoted are approximate. Photographs are for illustration, and some products shown painted or finished have been decorated for photography only.
5. We are not responsible for how or where goods are installed. Before you install fencing or dig post holes, please check your boundaries, any planning or covenant restrictions, and the position of underground pipes and cables.

10. Made to measure and bespoke items

1. We make many panels and gates to order in our Morden workshop. Before we start work, we will confirm the specification, including sizes, style and finish, with you. Please check it carefully, because we will make the item exactly to the specification you confirm.
2. Because made to measure items are made to your own specification, they cannot be cancelled once we have started work, or returned once delivered or collected, unless we agree otherwise.
3. Your legal rights if a made to measure item is faulty, or does not match the specification you confirmed, are not affected. See section 13.

11. Cancelling an order and returning goods

1. Before delivery or collection. If you cancel your order before the goods have been delivered to you or collected by you, we will refund everything you have paid, including any delivery charge, in full. The only exception is a made to measure item that we have already started making (see section 10).
2. After delivery or collection. You may return unused goods in the same condition in which you received them within 30 days of delivery or collection. After 30 days, whether we accept a return is at our discretion. To arrange a return, contact us by email at tolworthfencing@googlemail.com or by phone on 0208 3300 865, giving your name, order number and the items you wish to return.
3. Return deduction. Where goods have already been delivered to you or collected by you, we deduct 10% of the value of the returned goods from your refund. This covers the costs we have already incurred in fulfilling your order, including delivery, loading, inspection of the returned goods and returning them to stock. Exchanges are made on the same basis.
4. Collection of returns. You can bring returned goods back to our yard. If you would like us to collect them, we charge for collection on the same basis as our delivery charges, and we will tell you the cost before we arrange it.
5. Goods we cannot take back. For the reasons below, the following cannot be returned once they have been delivered or collected, unless they are faulty:
   • Concrete products, including concrete posts, gravel boards, spurs and bagged products such as postcrete. Once concrete products have left our yard we cannot check their structural integrity, because damage from handling, transport or dropping is often not visible.
   • Locks and security items, for security reasons.
   • Made to measure or bespoke items, and goods that have been cut or altered to your requirements.
6. Refunds. Once a return has been agreed and the goods have been received and checked, we will refund you within 14 days, using the same payment method you used.
7. Your statutory rights. If you are a consumer and you ordered online, by phone or by email, you also have a legal right to cancel within 14 days of receiving the goods. Nothing in this section affects your statutory rights, or your rights if goods are faulty, damaged or not as described (see section 13).

12. Refund and Returns Policy

Our Refund and Returns Policy summarises the returns rules in section 11.

13. Faulty, damaged or incorrect goods

1. If you are a consumer, the goods we supply must be as described, fit for purpose and of satisfactory quality. If they are not, you have legal rights under the Consumer Rights Act 2015. These include the right to reject faulty goods and get a full refund within 30 days of receiving them, or to ask for a repair or replacement, or in some cases a price reduction or refund, after that.
2. If something is faulty, damaged or not what you ordered, please contact us as soon as possible with your order number and, if you can, photographs. We will arrange a replacement, repair or refund, and we will cover any reasonable cost of collecting faulty goods.
3. The natural characteristics of timber and concrete described in section 9 are not faults.
4. If you are a business customer, please inspect the goods on delivery or collection and tell us about any defect within 7 days, or within a reasonable time after a hidden defect becomes apparent. We will then repair or replace the goods, or refund the price, at our choice.

14. Our responsibility to you

1. If we fail to keep to these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failure. We are not responsible for loss or damage that was not foreseeable when the contract was made.
2. If you are a consumer, we supply goods for domestic and private use only. We are not responsible for any loss of profit, loss of business or business interruption.
3. If you are a business customer, our total liability to you for any order is limited to the price paid for that order, and we are not liable for any indirect or consequential loss, loss of profit or loss of business.
4. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited or excluded, including your rights as a consumer.

15. Events outside our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as severe weather, supplier shortages, vehicle breakdown or road closures. If this happens, we will contact you as soon as we can to agree a new date. If the delay is likely to be significant, you can cancel and receive a refund for anything you have paid for but not received.

16. Your personal information

We use your personal information only to process and deliver your order, to contact you about it, and as described in our Privacy Policy.

17. Questions and complaints

If you have a question or a complaint, please contact us by phone on 0208 3300 865 or by email at tolworthfencing@googlemail.com. We will aim to resolve it quickly and fairly. If you are a consumer and are not satisfied with our response, you can get free, independent advice from Citizens Advice on 0808 223 1133.

18. Other important terms

1. We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.
2. If a court finds part of these terms invalid, the rest of the terms will still apply.
3. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.