REFUND POLICY

Last Updated: 01/01/2026

TNG Enterprise supplies goods to both business customers (B2B) and individual consumers (B2C).
This policy explains our returns, refunds, and cancellation terms in line with UK legislation, including:

Consumer Rights Act 2015

Consumer Contracts Regulations 2013

UK General Product Safety Regulations

Standard commercial B2B contract law

1. Company Details

TNG Enterprise
Unimix House, Abbey Road
London
NW10 7TR
United Kingdom

Email: info@tngenterprise.com

SECTION A — B2C (Consumer) Refund & Returns Policy

This section applies only to individuals purchasing for personal use.

2. Consumer Right to Cancel (14-Day Cooling-Off Period)

If you purchase goods as a consumer online, by phone, or by email, you have the right to cancel your order within 14 days of receiving the items.

You may return goods for any reason during this period, provided:

Items are unused

Items are in original packaging

Items are in resalable condition

Exclusions: (see Section 6 below)

To use your right to cancel, email us at info@tngenterprise.com
within the 14-day period.

3. Consumer Returns Process

To return items:

Provide:

Name

Order number

Item(s) you want to return

Reason for return (optional during cooling-off period)

Consumers are typically responsible for return shipping costs unless the goods are faulty or incorrect.

4. Faulty or Damaged Goods (Consumers)

Under the Consumer Rights Act 2015, consumers have the following protections:

First 30 Days

If an item is faulty, you are entitled to:

A full refund, OR

A replacement

30 Days to 6 Months

We will offer:

A repair or replacement first

If this is not possible, a refund

6 Months+

A remedy may still be offered if the fault was present at the time of purchase.

5. Incorrect Items Shipped

If you receive the wrong item, contact us within 48 hours.
We will:

Arrange collection (at our cost)

Send the correct item, or

Issue a refund

6. Non-Returnable Items for Consumers

The following cannot be returned unless faulty:

Perishable items

Opened goods where hygiene standards apply

Custom or personalised orders

Goods that have been used

Items damaged due to misuse or improper storage

7. Consumer Refund Processing Times

Once returned goods are approved:

Refunds will be issued to the original payment method

Refunds are processed within 5–10 working days

SECTION B — B2B (Business) Refund & Returns Policy

This section applies to all business customers, including wholesalers, retailers, and trade accounts.

8. B2B Returns Eligibility

Returns are accepted only if:

8.1 Goods Arrive Damaged or Faulty

Report within 48 hours of delivery with:

Order number

Photographic evidence

Description of issue

Quantity affected

We may provide:

Replacement goods

Credit note

Refund

8.2 Incorrect Items Received

Report within 48 hours of delivery.

Items must be unused, in original packaging, and in resalable condition.

9. Non-Returnable B2B Items

Unless faulty:

Perishable goods

Clearance or sale items

Special-order products

Customised goods

Items used by the customer

Goods not stored correctly after delivery

10. Restocking Fee (B2B Only)

For authorised returns unrelated to faults or errors:

A restocking fee of 5% may apply.

This covers:

Handling

Repacking

Inspection

Administrative processing

If you'd like, I can suggest a standard restocking percentage based on your industry.

11. B2B Refund Processing

Refunds or credit notes will be issued:

After goods are inspected and approved

Typically within 7–14 working days

We reserve the right to refuse a refund if items do not meet return conditions.

SECTION C — Delivery Issues (B2B & B2C)

We are not responsible for:

Incorrect delivery details provided by the customer

Missed deliveries

Courier delays or disruptions

If goods are lost or severely damaged in transit, we will work with the courier to resolve the issue.

SECTION D — Order Cancellations (B2B & B2C)
Before Dispatch

Orders may be cancelled if goods have not yet shipped.

After Dispatch

Cancellation is no longer possible.
Consumers may use the 14-day cooling-off period (if eligible).

SECTION E — How to Contact Us for Returns

To request a return or report an issue:

Email: info@tngenterprise.com

Include:

Your name or business name

Order or invoice number

Reason for return

Photos, if applicable

A member of our team will respond with return instructions.

SECTION F — Policy Updates

TNG Enterprise may revise this Refund & Returns Policy at any time. The latest version will always be published with the updated date.