Shipping & Delivery Policy

Applies to: Physical products purchased directly from TerraAqua

1. Purpose

This policy explains how TerraAqua processes, dispatches and delivers physical products purchased directly from TerraAqua.

2. Delivery availability

Available delivery destinations and services are shown during ordering or confirmed in a quotation. TerraAqua may restrict delivery of particular products because of carrier, electrical, regulatory, customs or safety requirements.

3. Delivery address

Customers are responsible for providing a complete and accurate delivery address, contact name and contact details. Contact TerraAqua immediately if an address needs correcting. TerraAqua cannot guarantee that an address can be changed after processing or dispatch has started.

4. Order processing

Orders are processed after payment has been authorised and required order information is complete. Processing may take longer for pre-orders, back-ordered products, customised products, large orders, security checks or orders requiring additional confirmation.

5. Dispatch and delivery estimates

Any dispatch or delivery period shown at checkout, in a quotation or in an order confirmation is an estimate unless TerraAqua expressly agrees a guaranteed date in writing.

For consumer distance sales, TerraAqua will deliver without undue delay and normally within 30 days after the contract is made unless a different period has been agreed.

6. Delivery charges

Applicable delivery charges are displayed before an order is placed or included in the quotation. Charges may depend on destination, parcel size, weight, service level and any special handling requirements.

7. Tracking

Where tracking is available, details may be provided by TerraAqua or directly by the carrier. Tracking information can take time to become active after dispatch.

8. Receiving a delivery

Some deliveries may require a signature, one-time code or other proof of receipt. Customers should inspect the outer packaging when delivery is made and report visible damage promptly.

Do not install or energise a product that appears wet, crushed, electrically damaged or unsafe. Contact TerraAqua for guidance.

9. Damaged, missing or incorrect items

Report transit damage, missing parts or incorrectly supplied goods as soon as reasonably possible. Include the order number, affected item, packaging photographs and product photographs where available.

Keep the product and packaging until TerraAqua or the carrier confirms the next steps. TerraAqua will arrange an appropriate remedy in accordance with applicable law.

10. Failed delivery

If a delivery attempt fails, the carrier may leave instructions, hold the parcel at a collection point or make another attempt. The customer is responsible for following carrier instructions within the stated period.

Where a parcel is returned because the address supplied was incomplete or incorrect, delivery was repeatedly refused, or it was not collected, TerraAqua may recover reasonable redelivery costs where lawful.

11. Delayed delivery

Delivery can be affected by weather, carrier disruption, customs, industrial action, infrastructure failure, peak demand and other events outside TerraAqua’s reasonable control.

If an order is materially delayed, contact TerraAqua. Consumer remedies for late delivery remain available where applicable.

12. Lost parcels

If tracking indicates a parcel may be lost, TerraAqua will investigate with the carrier. Customers may be asked to confirm non-receipt or provide information needed by the carrier. TerraAqua will provide the remedy required by law once loss is established.

13. Risk and ownership

For consumer sales, risk normally passes when the goods come into the physical possession of the consumer or a person identified by the consumer, except where the consumer independently commissioned a carrier not offered by TerraAqua.

Ownership passes as stated in the applicable contract and after cleared payment, subject to mandatory law.

14. Multiple parcels and partial deliveries

An order may be delivered in more than one parcel or on different dates. TerraAqua will identify partial or split shipments where reasonably possible.

15. Pre-orders and back orders

Availability dates for pre-order or back-ordered products are estimates. TerraAqua will provide updated information if the expected availability changes materially and will honour applicable cancellation rights.

16. International delivery

Where international delivery is offered, the customer may be responsible for import VAT, customs duties, brokerage charges, local registration and compliance requirements unless TerraAqua expressly states that these are included.

Customs processing may delay delivery. TerraAqua cannot guarantee that every product is lawful or technically compatible in every destination, and customers must check local requirements before ordering.

17. Returns

Delivery-related returns and refunds are governed by the Returns & Refund Policy. Warranty returns are also subject to the Warranty Policy.

18. Contact

Delivery enquiries may be sent to info@terra-aqua.co.uk.

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