Shipping Terms & Conditions

1. Order Processing

All orders placed through caterpillartunnels.co are subject to acceptance and availability. Once an order is placed, you will receive an order confirmation email. Orders are typically processed within [X] business days of receipt of payment, excluding weekends and public holidays.

2. Shipping Locations

Shipping is currently restricted to United Kingdom and European Union addresses only.

Orders for delivery to EU addresses must be quoted before purchase. Customers located in the EU are required to contact us for a shipping quote prior to placing an order. Orders placed without an agreed EU shipping quote may be delayed or cancelled.

3. Shipping Methods & Delivery Times

We ship using reputable courier and postal services. Estimated delivery times provided at checkout are estimates only and are not guaranteed. Delivery times may vary due to factors beyond our control, including courier delays, weather conditions, and customs processing.

4. Shipping Costs

Shipping costs for UK orders are calculated at checkout.

Shipping costs for EU orders are provided by custom quote and must be agreed before an order is placed.

5. VAT, Customs Duties & Brexit Information (EU Orders)

Following the United Kingdom’s exit from the European Union, orders shipped from the UK to EU addresses are treated as imports.

UK VAT is not normally charged on EU orders unless stated otherwise.

Customers may be required to pay local VAT, import duties, customs fees, and/or handling charges upon delivery, in accordance with the regulations of the destination country.

These charges are the sole responsibility of the customer and are not included in the product price or shipping cost.

Caterpillartunnels.co has no control over these charges and cannot predict their amount.

Failure to pay applicable customs or VAT charges may result in delivery delays, returned goods, or additional fees, for which we are not responsible.

6. Order Tracking

Where available, tracking information will be provided once your order has been dispatched. Customers are responsible for monitoring tracking updates and ensuring delivery arrangements are suitable.

7. Delivery Issues

If an order is delayed, damaged, or lost in transit, please contact us as soon as possible. While we will assist in liaising with the courier, Caterpillartunnels.co cannot be held responsible for delays caused by shipping providers or customs authorities once the order has been dispatched.

8. Incorrect Address

Customers must ensure that all shipping details are accurate and complete. We are not responsible for orders delivered to an incorrect address provided by the customer. Additional charges may apply for reshipping returned or undeliverable orders.

9. Partial Shipments

Orders may occasionally be shipped in multiple packages. If this occurs, customers will be notified where possible.

10. Changes & Cancellations

Requests to amend or cancel an order must be made promptly. Once an order has been processed or dispatched, changes or cancellations may no longer be possible.

Returns Policy

1. Returns Eligibility

We want you to be satisfied with your purchase. If you wish to return an item, you must notify us within 14 days of receiving your order.

Returned items must:

Be unused, unassembled, and in their original condition

Be returned in the original packaging, including all components and instructions

Be suitable for resale

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items are non-returnable unless faulty:

Custom-made or made-to-order products

Products supplied following a bespoke EU shipping quote

Items that have been used, assembled, damaged, or altered after delivery

3. How to Request a Return

To request a return, please contact us at [your email address] with:

Your order number

The item(s) you wish to return

The reason for the return

Returns must not be sent without prior authorisation.

4. Return Shipping Costs

Unless the item is faulty or incorrect, customers are responsible for return shipping costs. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged during return transit.

For EU returns, customers are also responsible for any customs paperwork, duties, taxes, or return handling charges incurred.

5. Refunds

Once we receive and inspect the returned item(s), we will notify you of the outcome.

If approved, refunds will be issued to the original payment method within [X] business days.

Original shipping charges are non-refundable unless the item is faulty or supplied in error.

6. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery with clear photographs and a description of the issue. Where appropriate, we will offer a replacement, repair, or refund in accordance with consumer rights.

7. Exchanges

We do not currently offer direct exchanges. If you wish to order a different item, please return the original item in accordance with this policy and place a new order.

8. Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.