Thames Building Supplies Ltd – Click & Collect & Collections Terms & Conditions

Last updated: 09/01/2026

These Click & Collect & Collections Terms & Conditions (“Collection Terms”) apply where you order Goods from Thames Building Supplies Ltd (“Thames”, “we”, “us”, “our”) and you (or someone on your behalf) collects them from our premises, whether ordered online, by phone/email, or in-branch.

These Collection Terms cover collection and loading only. Separate terms apply to the sale of goods, returns, and credit accounts (our “Terms & Conditions of Sale”). Where these Collection Terms and our Terms & Conditions of Sale overlap, collection matters are governed by these Collection Terms.

1) Company details

Thames Building Supplies Ltd
Trading address: Lugg Approach, London E12 5LN
Email: info@thamesbuildingsupplies.co.uk | Telephone: 020 8550 1178
Company No: 06252561 | VAT No: 542235273

2) Definitions

• Goods: items supplied by us under your order.

• Collection: collection of Goods from our premises by you or your nominated person/carrier.

• Click & Collect: an order placed in advance for Collection at an agreed/published collection point.

• Collection Notice: our message confirming Goods are “Ready for Collection” (email/SMS/phone).

• Working Day: Monday to Friday excluding UK bank holidays.

3) Ordering and acceptance

1. Orders are only confirmed when we accept them and (where applicable) payment is received/cleared.

2. All orders are subject to stock availability. If stock changes, we may offer substitutions, part supply, or cancellation/refund as appropriate.

3. Prices may change between quotation and acceptance unless we confirm a fixed price in writing.

4) Click & Collect process

1. You must wait for the Collection Notice before attending, unless we explicitly agree otherwise. Turning up early does not magically make the order ready.

2. Click & Collect timeslots (if offered) are estimates and may be affected by workload, stock location, and operational constraints.

3. Collection may be made from our yard, warehouse, trade counter, or designated collection point as directed.

5) Identification, authority, and third-party collection

1. We may require proof of identity, order confirmation, and/or the payment card used for the order before releasing Goods.

2. If a third party is collecting (employee, subcontractor, courier, friend with a van, etc.), you must provide authorisation in advance (name, company, vehicle reg if possible, and order number).

3. We may refuse to release Goods if we reasonably suspect fraud, lack of authority, or unsafe collection arrangements.

6) Collection time limits and storage

1. Unless otherwise stated, Click & Collect orders should be collected within stated day and time of the Collection Notice.

2. If you do not collect within this period, we may (at our discretion):

   • cancel the order and refund/credit you (less any non-refundable costs); and/or

   • charge reasonable storage/handling costs; and/or

   • return Goods to stock (especially where space is required).

3. Special order items, made-to-order goods, cut-to-size items, mixed/tinted products, or perishable/shelf-life goods may have shorter collection windows and may be non-cancellable.

7) Arrival, site rules, and safety

1. You must comply with our site safety rules while on our premises (speed limits, PPE where required, one-way systems, pedestrian zones, instructions from staff, etc.).

2. Children must be supervised at all times and kept away from operational areas.

3. We may refuse service to any person behaving aggressively or unsafely. (This is a builders’ yard, not a therapy session.)

8) Loading: responsibility and vehicle suitability

1. It is your responsibility to ensure your vehicle is suitable for the Goods you are collecting, including:

   • payload capacity and axle limits,

   • bed length/width,

   • safe tie-down points,

   • appropriate restraints (straps, nets, etc.).

2. We may refuse to load a vehicle where, in our judgement, loading would be unsafe or unlawful (overweight, unsuitable vehicle, inadequate restraints, unstable load, etc.).

3. Unless agreed otherwise:

   • you are responsible for securing the load once Goods are placed on/into your vehicle; and

   • you accept all risk of loss/damage after Goods are released to you.

9) Assistance with loading (forklift/yard loading)

1. Where we assist with loading using forklifts or yard equipment, this is provided at our discretion and subject to safe working practices.

2. You must follow staff instructions during loading and remain in designated safe areas.

3. If you request specific placement or unusual loading, you do so at your own risk and we may decline.

10) Handover, checking, and Proof of Collection

1. You must check Goods at the time of collection.

2. Where Goods are packaged, banded, or palletised, you should check:

   • item descriptions match your order,

   • quantities,

   • visible damage,

   • batch/colour where relevant.

3. Once you (or your representative) sign or otherwise acknowledge collection, this is treated as Proof of Collection.

4. Claims for shortages, wrong items, or visible damage must be raised:

   • immediately at collection where possible; and

   • in writing within two (2) Working Days of collection.

5. We may reject claims where Goods have been used/installed/altered or we are not given a reasonable chance to inspect.

Consumer customers: Nothing in these Collection Terms limits your statutory rights under the Consumer Rights Act 2015.

11) Batch variations and breakage tolerance

1. Batch variations apply to many products (including colour/shade/texture/size tolerances). Minor variations are not grounds for rejection.

2. For brittle/heavy materials such as bricks and paving slabs, handling can cause minor chipping. Industry standard allows for tolerance. You should allow for wastage/breakage when ordering.

12) Cancellations before collection

1. Cancellations are subject to our agreement and may not be possible for special order, made-to-order, cut-to-size, mixed/tinted, or bespoke goods.

2. Where cancellation is accepted, we may deduct any costs already incurred (supplier charges, handling, packaging, card fees where applicable).

13) No-shows and failed collections

1. If you repeatedly fail to attend agreed collection times, we may require rebooking and/or additional handling charges where reasonable.

2. If a courier or third party fails to collect, that is your responsibility.

14) Returns and refunds (collections)

1. Returns are subject to our Returns Policy and Terms & Conditions of Sale.

2. In general (unless agreed otherwise in writing):

   • Goods must be unused, unopened, and in saleable condition; and

   • proof of purchase is required.

3. Returns may be subject to a restocking charge of up to 30%.

4. Goods sold loose, split packs, or individual items from a pallet are non-returnable.

5. Certain bagged products may be non-returnable due to shelf life and exposure to weather.

15) Limitation of liability (collection-related)

1. We are not liable for indirect or consequential loss, loss of profit, or loss of business arising from collection delays or failed collections, except where such liability cannot be excluded by law.

2. Our liability for collection-related loss (where liability exists) is limited to the amount paid for the relevant Goods, except where the law requires otherwise.

16) Governing law

These Collection Terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.