Terms and Conditions

These terms and conditions apply to the use of our website, www.tsena.co.uk.  Please note that by accessing this website and / or placing an order, you are agreeing to be bound by our terms and conditions and therefore using our website indicates that you accept these terms.

Ordering

When you place an order with Tsena, your payment will be processed through Google checkout, which uses the highest level of encryption to ensure your details are kept safe. Tsena Limited does not keep any credit card details or other sensitive information. Having placed an order, you will receive an email confirmation of what you have ordered.  Your order payment will be processed once the goods are ready to be sent and you will receive another email once the items have been sent.  The exceptions to this are for bespoke (personalised) items, which are charged on receipt of order, not when the goods are ready to be sent.    

There are a number of instances when we may be unable to accept an order; in all cases an email will be sent informing the customer of the reason:      

1)  On the rare occasion where items may not be available.  

2) Where we cannot obtain a full authorisation for your payment.  

3) If there has been a pricing or product description error.

4) If the order is to be delivered outside of the United Kingdom. 

5) If we believe your order is for commercial or other non-domestic concerns.

Pricing 

All prices include VAT (where applicable) at the current rates. 

Delivery Charges

All of the prices shown on our website include delivery to the UK – the price you see is the total price you pay.  

If you are ordering before 1.00 pm and would like a UK guaranteed next working day delivery, (Monday – Friday) you will find this option available once in Google checkout under delivery options.  The flat rate for this service is £6.00.  Please be aware this service is only available for a Monday - Friday delivery and the order must be received by us before 1.00 pm.  An order received after 1.00 pm will be processed as soon as possible, but will usually be sent the following day to arrive the day after.

International Deliveries

We have a flat rate £10.00 delivery charge for International Deliveries.  If you would like this service, you will find the option available once in Google checkout.  Please make sure this option is selected for International Deliveries before the order is finalised.  We will be unable to process orders with an International delivery address that have not selected the additional £10.00 charge.  Please note we reserve the right to refuse an order for International Delivery where the overall delivery charge is in excess of £10.00.  If this is the case, we will email to let you know. 

Delivery Timing

We endeavour to process all orders within 1-2 working days of being received. (Monday – Friday.)   Please allow a further 2-3 days for delivery.  Where an item is out of stock, we will contact the customer to inform them of any delay.  Our normal working hours are Monday to Friday 10.00 am – 6.00 pm. We only process and dispatch orders during these timescales.  Please note all delivery and dispatch timescales quoted on the website do not include weekends.

Delivery of the item will be to the address which you give for delivery when you make your order. Please note if any of the details you have given us in your delivery address are incorrect, we cannot be held liable for any items which are consequently not received. You may specify a delivery address which is different from your billing address. 

The majority of our orders are despatched using 2nd class Royal Mail or our local courier service which delivers to selected post codes. Many orders are sent using recorded delivery, so please note if you have not received your order, it is worth checking with your local sorting office that they are not holding your parcel.  This holds true even if you have not received notification from your postman that they are holding items for you. 

We reserve the right to wait up to 10 working days from the date of despatch before replacing an undelivered item. 

Order Cancellations 

Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from www.tsena.co.uk for a full refund.  An order cancellation must be made in writing, quoting the order number, within 7 working days of receipt of goods.  If you wish to cancel your order you can notify us by email to info@tsena.co.uk or by telephone (01273 328402).  We will cancel the order immediately if we receive the cancellation before we have dispatched the goods to you.  Where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Return or exchange an item' section below. Please note: This does not apply to products which we have made, personalised or customised specifically for you. If you are ordering a bespoke product, please check your order on screen very carefully and the confirmation email very carefully as we cannot refund products which have spelling mistakes or where incorrect dates have been given.  Remember, what you type is what you’ll get!

The provisions of this clause do not affect your statutory rights. 

Returns and exchanges 

If you are not completely satisfied with the goods, simply return them to us at any time within 7 days of receipt. We will issue a full refund or exchange as soon as possible after you cancel your order. The costs of returning goods to us shall be borne by you. Please remember the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post. 

Your rights to return the goods to us will not apply in the following circumstances: 

1) Any products that we have made, personalised or customised specifically for you. 

2) Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and if a product is not returned with the original packaging.

3)  If you have made a mistake on your order bespoke order and it has already been made. 

If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us.  Where this is the case, the item(s) must be returned in the condition in which you received it within 14 days of delivery. 

We regret that postage and packing costs for unwanted items cannot be refunded. 

The address for returns is: 

Tsena Limited, 6 Bond Street, Brighton, Sussex, BN1 1RD.

Links to and from other websites

 We have provided links to third party websites for your convenience.  If you do use these links, you leave this Website. Please note we 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. 

Service Access 

While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period. Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Disclaimer 

While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website. 

The www.tsena.co.uk website is operated by Tsena Limited, a company registered in England and Wales.  

Our registered office is at:6 Bond Street, Brighton, Sussex, BN1 1RD.

Our company registration number is 3044186

Our contact details are as follows: 

Trading address: Tsena Limited, 6 Bond Street, Brighton, Sussex, BN1 1RD

General email: info@tsena.co.uk 

Telephone number: 01273 328402