How your order gets to you, what to do if it turns up damaged, and where you stand if you need to send something back. Anything not covered here, ask us and we’ll give you a straight answer.
Quick Links
- Who We Sell To
- Where We Deliver
- What Delivery Costs
- How Long It Takes
- Offloading and Site Access
- Changing or Cancelling
- Made-to-Order Items
- Check It Before You Sign
- Sending Something Back
- Heavy and Oversized Items
- Faulty, Wrong or Damaged
- Refunds
- Private Purchases
- Getting Hold of Us
Who We Sell To
Taproot Agri is online only. No shop, yard, trade counter or collection point. Everything is ordered here and delivered by carrier.
Most orders are for farms and other businesses. Change-of-mind returns follow the 30-day rules below. Parcel returns have no restocking charge. Some freight returns may carry a restocking charge of up to 20%, shown on the Return Authorisation before you send anything back. Goods made or modified to your specification cannot be returned if you change your mind. Faulty, damaged or wrongly supplied goods are always covered.
Where We Deliver
Mainland UK only. We don’t ship to Northern Ireland, the Isle of Man, Jersey, Guernsey, the other Channel Islands, or outside the mainland UK.
What Delivery Costs
Parcel delivery is free on the UK mainland, with no minimum order. Delivery on larger items depends on the product and the destination. Some items ship free across mainland UK; others are priced by delivery postcode, with many postcodes free and some carrying a surcharge. The exact cost is shown at checkout once you enter your address, and the product page tells you where an item has postcode-based pricing.
Remote mainland postcodes can cost more, particularly for heavier or larger items. Any surcharge appears at checkout. On made-to-order items with extra shipping requirements, we will confirm arrangements and suitability to ship before manufacturing begins.
How Long It Takes
Processing: 1–3 working days. Weekday orders before 2pm GMT are usually processed the same day. Back orders, special orders and made-to-order items take longer. We’ll tell you how long before we process your order.
Delivery: parcels 2–5 working days; freight 5–10 working days; made-to-order 5–10 working days from dispatch, on top of the manufacturing time on the product page.
You’ll get an order confirmation when you’ve paid. Tracking follows within a day of dispatch. Items in the same order may arrive separately. Weather, distance and carrier delays can move these dates. If it’s late, check junk or spam mail, then let us know.
Offloading and Site Access
- Offloading is your responsibility. Larger, heavy items need a telehandler or a suitable forklift, and may also require assistance. Drivers aren’t insured to help. No offloading on site means we can’t deliver.
- Clear access in and out. Tell us about narrow lanes, low branches, tight gateways, weight limits or soft ground.
- Someone needs to be there to sign. We can’t leave deliveries unattended. A missed slot usually means a re-delivery charge.
- Read the shipping section on the product page before you order. That is where product-specific delivery requirements are listed.
Changing or Cancelling
Before we’ve processed it. Contact us as soon as you can, ideally within 12 hours. Cancel in that window and you’re refunded in full, or we don’t take payment.
After we’ve processed it. Parcels can often still be stopped. Freight and made-to-order items usually can’t. Address changes aren’t guaranteed, especially after 12 hours, and never on made-to-order items.
After it’s shipped. It becomes a return. See Sending Something Back.
Made-to-order items can’t be stopped once manufacturing has begun. That does not remove your right to return a standard item after delivery — see Made-to-Order Items.
Private purchases have a separate statutory right to cancel. See Private Purchases.
Made-to-Order Items
Some items are built to order. Manufacturing time is on the product page. Carriage is calculated at checkout, and there may be surcharges on remote destinations. If you want to use your own haulier, contact us before ordering and we will check whether that is possible.
Being made to order does not by itself remove your right to return an item. Goods made or modified to your specification — for example a tank drilled to an outlet position you have chosen — cannot be returned if you change your mind. Standard items built to order can be returned under the terms in Sending Something Back, and where the item is heavy or oversized, under Heavy and Oversized Items.
Faulty or damaged arrivals are different — see faulty, wrong or damaged.
Check It Before You Sign
Once you’ve signed as undamaged, what we can recover from the carrier is limited.
Parcels: check the packaging. If you see damage, write “Damaged” next to your signature. Refuse it if it looks serious. Report damage within 48 hours.
Freight and made-to-order: inspect before you sign. Don’t sign for visible damage. Don’t move or lift a damaged item. Contact us straight away. Refusing a damaged delivery at the door is faster and simpler than arranging a return.
Photograph the item and the packaging and send the pictures through our contact page. Keep the original packaging until it’s settled. If it arrives damaged, faulty or wrong, we pay the return carriage.
Sending Something Back
We accept change-of-mind returns within 30 days of delivery, business or private, on the terms below.
We may ask you to confirm whether the purchase was for a trade or business so we apply the correct terms, including the extra rights that apply to private purchases.
Condition. Unused, unmarked, and resaleable, with all original packaging, fixings, accessories and documents. If it can’t go back into stock at full value, we can’t refund it.
Cost. You arrange and pay return carriage unless the item was faulty, damaged or wrongly supplied. Parcel returns have no restocking charge. Some freight returns may carry a restocking charge of up to 20%, depending on the supplier. If a charge applies, we’ll put the amount on the Return Authorisation before you send the item back. If the Return Authorisation does not show a restocking charge, there isn’t one. Restocking charges are not applied to private purchases cancelled under the Consumer Contracts Regulations 2013. Goods made or modified to your specification can’t be returned if you change your mind.
How. Contact us first. Unauthorised returns can’t be processed. We’ll give you a Return Authorisation and Return Number — write the number on the outside of the pack. Use the original packaging where you have it, and send it tracked. Until it reaches us, the item is your responsibility.
Freight returns are arranged through us. Don’t book your own haulier without speaking to us first. There is no drop-off or collection point.
Heavy and Oversized Items
Water tanks and other items that cannot reasonably be returned by post are moved by specialist freight, both out and back.
Return carriage on these items is charged at cost. As a specialist freight movement this is a significant amount — expect it to be comparable to the cost of the original outbound delivery, even where outbound delivery was free to your postcode. We will confirm the figure with you before you return anything.
You are also responsible for having the item empty, clean and ready to load, and for providing the lifting equipment and personnel to load it, exactly as at delivery. Collection is booked through us.
This applies to change-of-mind returns only. If the item arrived damaged, faulty or wrongly supplied, we cover the return carriage in full and no restocking charge applies.
Faulty, Wrong or Damaged
Tell us and we’ll put it right. We pay the return carriage and no restocking charge applies. If the product has a manufacturer’s warranty, we handle the claim.
Business purchases are covered by the Sale of Goods Act 1979 and our terms of sale. Private purchases are covered by the Consumer Rights Act 2015.
Refunds
Refunds go back to the card or account used to pay. We can’t refund a different card, bank account, or a different person. We also do not refund by cheque. If you paid on a third-party payment plan, and a refund is due, you must settle that plan with the lender yourself. We cannot repay the lender on your behalf.
Once we’ve processed the refund, allow up to 7 calendar days. If it hasn’t appeared 7 days after we tell you it is done, contact us.
Private Purchases
If you bought as a private individual, the Consumer Contracts Regulations 2013 apply:
- You have 14 days from the day after delivery is received to tell us you are cancelling, then a further 14 days to send the goods back.
- You pay the return cost. For items that cannot be returned by post, such as water tanks, this is charged at cost and is a significant amount — see Heavy and Oversized Items.
- No restocking charge applies to a cancellation under these Regulations.
- We refund the price plus the standard outbound delivery charge. Upgraded delivery is refunded at the standard rate.
- We refund within 14 days of receiving the goods back, or proof they have been sent, whichever is sooner.
- Goods may be handled as they would be in a shop. Use beyond that can reduce the refund.
- Goods made or modified to your specification are excluded. An item being made to order does not by itself remove this right. Rights for faulty goods are unaffected.
These Regulations do not apply to purchases made for a trade or business.
Getting Hold of Us
Phone: 0800 316 7355 (free)
Email: support@taprootagri.com
Monday to Friday: 6:00am – 5:00pm GMT
Saturday: 9:00am – 1:00pm GMT
Sunday and bank holidays: closed
Registered Address: 2a Burrows Close, Southgate, Swansea, Wales, SA3 2AH
Registered office only. No storefront. Returns by post or freight only.
Nothing on this page affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.