Terms & Conditions

Terms & Conditions

This section of our website, and the documents referred to on it, tells you about the terms and conditions on which we supply the products on our website www.tgbuildersmerchants.co.uk (our site). Please read these terms and conditions carefully before using our site or ordering any products.

Terms of Sale

Information About Us

www.tgbuildersmerchants.co.uk is a website operated by TG Builders Merchants (we, our, us). Our registered office is at Wood Lane, Ellesmere, Shropshire SY12 0HY.

Placing An Order

All orders placed by you and purchases of goods from us (whether purchases are made by telephone, via our website or by such means as we permit) are subject to these terms and conditions and acceptance by us. Orders are deemed as accepted at the point the goods are delivered to you, at which point a legally binding contract is constituted between us. Only those products listed on your delivery note will be included in the contract.

The processing of your payment and acknowledgement of your order does not constitute legal acceptance of your order.

After placing an online order you will receive an email from us acknowledging that we have safely received your order. This does not mean that your order has been accepted and we may choose not to accept your order or purchase for any reason and we will not be liable to you or to any third party in those circumstances. If we choose not to accept your order, monies will be refunded in full and notification of cancellation will be sent to you. All orders are subject to acceptance by us.

Product Availability

All products are subject to stock availability. We will inform you as soon as possible if a product in your order is not available and we will offer you an alternative or issue a credit. Please note, there may be extended delivery times on out of season products.

Ordering Errors

You can change your order up to the point that you click on "place order". If you later discover that you have ordered a product in error then you can notify us by email at the following address: tgbm-online@tggroup.co.uk  or call on 01691 626262

Product Prices

The prices displayed on our site include Value Added Tax where applicable but exclude delivery costs, which will be added to the total amount due. The applicable delivery costs will be clearly displayed during the checkout process.

In the unfortunate event that we discover there is a pricing error, we shall, at our discretion, either: (i) contact you and give you the option of reconfirming your order at the correct price or cancelling it; or (ii) reject your order and notify you of the rejection.  


We accept payment with the following credit or debit cards: Visa credit and debit cards, MasterCard credit and debit cards, Maestro debit cards, Visa Electron cards.

By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions will be in pounds sterling. Non-UK credit card providers and banks will determine the exchange rates to be applied and may apply an additional processing charge in relation to such payments which non-UK card holders will be liable to pay.

All orders will be charged at the time your order is submitted. If we reject or cancel your order for any reason, this charge will be credited back to your account.

Collection at Branch

When collecting your items you must bring;

  • The payment card used to purchase your item(s)
  • At least one of the following forms of ID; driving license, utility bill, mobile phone bill, wage slip, bank statement, passport, cheque book. The ID must have the same first and surname as that used to make the order. If a friend or family member is collecting on your behalf they too will need a form of your ID and this should not be a photocopy.



BOGOF-style Promotions (example: buy 2 and get the 3rd free/cheaper)

These offers entitle you to buy one get one free, or get the lowest priced product in the promotion for free/at a reduced price when you buy the minimum number of qualifying products on one order.

Full and partial refunds can be obtained under this promotion by returning the qualifying products, together with the free product. We cannot process refunds without these. The free item cannot be refunded for money or credit, and can only be exchanged if faulty. Exchange must be for another similar item of equal value or less.

This offer may be amended or withdrawn at any time at the Promoter's discretion.

Discount Promotions

These promotions entitle you to a set price or percentage discount off certain products for a certain period of time.

Products are subject to change and availability. Discounted orders are subject to our standard terms and conditions.

Promotions cannot be used in conjunction with any other offer unless otherwise indicated. Discounts will not apply to our delivery charge (if applicable) unless specified. There may be a qualifying quantity or basket value for the promotion to apply. If insufficient products or value are purchased to qualify, the items in your basket will be charged at their normal price.

In the event of product returns or cancellations, refunds will be given for the amount originally charged, i.e. excluding any discount given. We reserve the right to change the promotion or to withdraw the promotion at any time. Unless stated otherwise, the return value of the item(s) purchased under this promotion will be the applicable return value under our return policy. Proof of purchase is required. Your statutory rights as a consumer are not affected. We will not be liable to you if you suffer any financial loss or damage from our refusal to allow you to take part in the promotion, our withdrawal of the promotion, or any failure or inability by you to use the promotion for any reason.

Buy an Item and Receive a Qualifying Product Free

These offers entitle you to a free gift when you purchase the qualifying product(s) for the free gift on offer, the free gift is subject to availability. Full and partial order refunds can be obtained under this promotion by returning your order product(s) in line with our returns policy, together with the free item (unused) and your proof of purchase. Your statutory rights as a consumer are not affected.

Multi-Buy Promotions

Multi-buy promotions apply to those products specifically detailed in the offer, and are subject to change and availability. Prices exclude postage and packing. If insufficient products are purchased to qualify for the discount; the items will be charged at their normal price. Unless stated otherwise, the return value of the item(s) purchased under this promotion shall be the applicable return value under our return policy less the percentage discount obtained. Proof of purchase is required. Your statutory rights as a consumer are not affected


Delivery times will vary upon the method of delivery and location but we will try to process all orders within 3-5 working days. Please note - out of season or bulkier products may take longer to process.

Customers will have the option to collect the item(s) free of charge at their local TG Builders Merchants’ store or chose for the item(s) to be delivered, where applicable.

Delivery charges will be added at checkout, however, we reserve the right to add an additional charge depending on the quantity of items purchased, the size of the item (length or width), the total weight of your order and the delivery location. 

No liability will be accepted for any costs resulting from incorrect addresses or postcodes used on delivery addresses due to errors or omissions.

Some larger goods delivered must be met and signed for. We will inform you of this prior to delivery. It is the customer’s responsibility to ensure access is available for large vehicles. Goods left unsigned for at the customer’s request will be at the customer’s risk, we will accept no liability for goods left unsigned for, and no claim for any consequential loss will be accepted. If you are not present or unable to take delivery on a pre-arranged and confirmed day, we reserve the right to add an additional £40 delivery charge to your order. This charge will become payable before another day is allocated for delivery.

Returns Policy

We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with this returns policy.

Reasonable Care

If you want to return or exchange your products, you must take reasonable care of them and they should be returned to us in their original condition. For example:

  • You can open the packaging to look at products
  • Tags should not be removed from any item and the original packaging should be retained and returned

If you fail to take reasonable care of the products before returning them to us, you may have to compensate us. Our returns policy does not affect your statutory rights in respect of defective products.

Returns by Post

You may return unused products by post within 7 days of receipt, please note our reasonable care policy above. The cost of returning products to us shall be borne by you. The products are your responsibility until they reach our store. Please ensure that the products are suitably packaged to prevent damage in transit. Products that have been used cannot be returned unless a warranty claim will be entered into.

Goods returned that are missing parts (handbooks, physical components) shall have the cost of replacing the missing elements deducted from any refund.

If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning. We will refund the full price you paid for the products using the same method you used to pay for them.  Any return cost, unless faulty or damaged, will be borne by you.

Products Received Damaged

If you receive an item that appears to be damaged, please sign for the items clearly noting that it is damaged and contact us immediately. We request that damages be notified to us within 24 hours of receipt.

Returning Faulty Goods

Under The Consumer Rights Act 2015 if your goods are faulty within 30 days you can get a full refund. After 30 days and up to 6 months your goods will be repaired or replaced, only if the goods cannot be repaired or replaced will you then be entitled to a full refund. After 6 months and within the offered warranty period, goods can be repaired or exchanged at the discretion of TG Builders Merchants once proof of manufacturer fault has been provided by you.

Store Purchases Returns to Store

You can return unused store purchased products to any TG Builders Merchants’ store for an exchange or refund within 7 days after receipt of the goods. Please ensure that you take your receipt with you as proof of purchase for the store to exchange or refund the goods appropriately.

Online Purchases Returns to Store - Within 7 Days

You can return unused online purchases within 7 days to store.  Please ensure that you take your receipt with you as proof of purchase for the store to exchange or refund the goods appropriately.

Please note, it can take 3-5 working days (excluding bank holidays) for the refund to show back in your account. 

Online Purchases Return Bulkier Items

Should you wish to return bulkier products (e.g. decorative aggregates in bulk bags or items on pallets that have been delivered by special courier or TG Builders Merchants' wagons) then the cost to return these items, unless faulty or damaged, will be borne by you. This cost will be £40 within 15 miles of a TG Builders Merchants' branch. Anything outside this 15 miles radius then it is the responsibility of the customer to arrange and pay for the return of these products via a specialist courier. For avoidance of doubt the 15 miles radius is based upon postcodes using www.theaa.com/route-planner/route 

Faulty Exchange Within 30 Days

A faulty exchange can be completed in store for goods of the same or more value where stock is available within that store and you are within 30 days of receipt of your order (you will need to pay the difference if the exchanged item is of greater value than your original purchase). If you wish to exchange your goods for a different item of lower value you will need to make a new purchase for the replacement item and your original order will be returned for returns processing, once accepted this will be refunded by the ecommerce returns department.

Faulty Goods up to 6 Months (after 30 days):

You will need to contact our ecommerce department at tgbm-online@tggroup.co.uk

Cancellation Rights

You have a right to cancel your order under the Consumer Contract Regulations 2013. If you wish to cancel please tell us in writing or by email to tgbm-online@tggroup.co.uk within 14 days from the day after the date on which you obtain the products. You must return the products to us in accordance with these Terms of Sale within 14 days of the cancellation. The cost of returning products to us shall be borne by you. You may wish to obtain a proof of dispatch as the products remain your responsibility until we receive them. Upon receipt of products we will process the refund for the products within 14 days. 

Risk and Title

The products will be at your risk from the time of delivery. Ownership of the products will only pass to you at the time of delivery or (if later) when we receive full payment of all sums due in respect of the products, including delivery charges.

Your Information

We will process personal information about you in accordance with our Privacy Policy.

Product Images

We make every effort to display as accurately as possible the colours of the products that appear on our site. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

All product images are used with the permission of the originator and remain the copyright of the originator. This does not affect your statutory rights.

Events Outside our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute (whether or not involving TG Builders Merchants employees), or acts of local or central Government or other competent authorities. This does not affect your statutory rights.

Entire Agreement

These terms and conditions and other notices elsewhere on our website contain the whole agreement between us and you relating to the supply of products. No other terms or conditions will form part of the Contract, unless agreed by us in writing and signed by an authorised employee of TG Builders Merchants.

Our Right to Vary these Terms and Conditions

We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you order products from us.

Law and Jurisdiction

This website, any content contained herein and any contract brought into being as a result of use of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English and no public filing requirements apply. These terms and conditions do not affect your legal statutory rights.

Changes to our Terms of Sale

Any changes we may make to our Terms of Sale in the future will be posted on this page. These Terms of Sale were last updated 21st April 2021.

Contact Us

If you have any questions, comments or requests regarding these Terms of Sale we will be happy to answer them. Please contact 01691 626262. Our customer service team is there to help from Monday to Friday, 9am to 5pm.

Alternatively you can write to us via the contact form on the 'Contact Us' page.

Terms of Website Use

What Does 'Terms of Use' Mean?

This section tells you about the terms and conditions (Terms of Use) on which you may use our website www.tgbuildersmerchants.co.uk (our site), whether as a guest or a registered user. Please read these Terms of Use carefully before you start to use our site. By using our site, you indicate that you accept these Terms of Use and that you agree to abide by them.

Information About Us

www.tgbuildersmerchants.co.uk  is a website operated by TG Builders Merchants Limited (we, our, us). Our registered office is at Wood Lane, Ellesmere, Shropshire SY12 0HY.

Purchasing Products Through Our Site

The purchase of Products through our site is governed by our Terms of Sale.

Your Personal Information

When ordering products from our site, you will be asked to register. Information that you provide on our site must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. From time to time we may make other services available which also require registration.

We process personal information about you in accordance with our Privacy Policy.


Our liability for Products which you may purchase through our site is subject to our Terms of Sale.

We have taken every care in the preparation of the content of our site. However, we will not be responsible for any errors or omissions or for any technical problems you may experience with our site. If we are informed of any inaccuracies in the content on our site we will attempt to correct this as soon as we reasonably can. To the extent permitted by law, we exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our site, any website linked to it and any materials posted on it. This does not affect our liability for Products which you may purchase through our site. These Terms of Use do not affect your statutory rights.

Intellectual Property

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.

Acceptable Use

Certain parts of our site allow you to enter some content of your own, such as the ‘product review’ facility. In such cases, the content must not:

  • Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety or be likely to harass, upset, alarm or annoy any other person.
  • Be used to impersonate any person, or to misrepresent your identity or affiliation with any person or give the impression that they emanate from us, if this is not the case.
  • Contain any material which is defamatory of any person, obscene, offensive, hateful or inflammatory.
  • Promote sexually explicit material, violence or discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
  • Infringe any copyright, database right or trade mark of any other person.
  • Be used to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material.

The content must:

  • Be compliant with the law of England and Wales and the country from which it is posted.
  • Be accurate and truthful.
  • Be written in English.

Product reviews must not refer to specific pricing. We reserve the right to amend reviews that contain profane or offensive language, that may be considered actionable, and that contain promotional material.

We reserve the right to remove or refuse to publish any review that we consider inappropriate. We reserve the right to delete reviews at any time.

Service Access /Site Availability

If the need arises, we may suspend access to our site, or close it indefinitely. We will not be liable if for any reason our site is unavailable at any time or for any period.

Viruses, Hacking and Other Offences

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs, keystroke loggers, spyware, adware or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Linking to Our Site

If you wish to link to our home page, you may do so provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with applicable local, national or international law, regulation and good industry practice.

Links to Other Websites

Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.


We may revise these Terms of Use at any time by amending this page. You should check this page from time to time to take notice of any changes we make.


If any of these Terms of Use is held to be invalid, the remaining terms and conditions shall continue to be valid to the fullest extent permitted by law.


If you are unhappy about any aspect of our site or the service you receive from us and would like to make a complaint, please contact us at tgbm-online@tggroup.co.uk  

We undertake to handle all complaints fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint as soon as possible.


We reserve the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of our rights or obligations under these terms and conditions or any related contract to any third party.

If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.

Law and Jurisdiction

Our website, any content contained herein and these Terms of Use are governed by and construed in accordance with English Law. Any dispute between us regarding this website or arising out of or in connection with these Terms of Use will be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes to our Terms of Use

Any changes we may make to our Terms of Use in the future will be posted on this page. These Terms of Use were last updated on 21st April 2021