TUFFTREK® TERMS & CONDITIONS
Last updated: August 2026
These Terms & Conditions apply to goods and services supplied by Tuff-Trek Ltd, trading as TUFFTREK® (“we”, “us” or “our”), a company registered in England & Wales under company number 08711687.
By placing an order with us you agree to these Terms & Conditions. Nothing in these Terms affects your statutory rights as a consumer.
1. Orders & Payment
All orders are subject to availability and acceptance by us. An automated order confirmation or receipt of payment does not necessarily mean that we have accepted your order.
Prices shown to UK consumers include VAT where applicable. Delivery, fitting or other additional charges will be shown or agreed before you complete your purchase.
We may cancel or decline an order where a product is unavailable, there has been an obvious pricing or description error, payment cannot be authorised, or we believe the product cannot safely or reasonably be supplied or fitted. If we cancel an order after taking payment, we will refund any amount due to you.
2. Products, Specifications & Photographs
We do our best to make sure our descriptions, specifications, dimensions and photographs are accurate and up to date.
Please bear in mind that the actual appearance of an item may differ slightly from photographs shown online. Manufacturers regularly update products and there may be small differences between production batches, including changes to colour, finish, fabric, branding, brackets, fixings, hardware or other components.
Product colours can also appear differently depending on photography, lighting and the screen you are viewing them on.
We may supply the manufacturer's current version of a product where minor changes have been made, provided those changes do not materially alter its main function or essential characteristics.
Vehicles, roof racks and other accessories shown in photographs are not included unless the product description says otherwise.
If a particular colour, measurement, component or specification is important to you, please check with us before ordering.
This does not affect your right to receive goods which are as described and conform to your contract.
3. Vehicle Compatibility
Where a product is vehicle-specific, please make sure you provide us with accurate information about your vehicle, including the model, year, body/cab type and any relevant modifications.
If you are fitting equipment yourself, it is your responsibility to make sure your vehicle, roof rails, roof bars, roof rack, canopy and mounting system are suitable and that applicable load limits are not exceeded.
If you're unsure whether something will fit, please ask us before ordering. We're happy to help with compatibility.
We reserve the right to refuse an installation where we believe the vehicle, mounting system or proposed installation is unsuitable or unsafe.
4. Delivery
Delivery dates are estimates unless we have specifically agreed otherwise.
A lot of the equipment we sell is large and heavy. Roof tents, awnings, canopies and similar products may therefore arrive by pallet or specialist freight and may be delivered kerbside.
Please check your delivery for obvious damage where reasonably possible. If something arrives damaged, take photographs of the packaging and product and contact us as soon as you reasonably can. This makes it much easier for us to deal with the carrier.
For consumer orders, responsibility for the goods normally remains with us until they are delivered into your physical possession, or to someone you have nominated to receive them.
5. Changing Your Mind – Online Orders
If you're a consumer buying online, over the telephone or through another distance-selling method, you will normally have 14 days after receiving your goods to tell us that you've changed your mind and wish to cancel.
Once you've told us, you normally have a further 14 days to return the goods.
There are some exceptions to this right, particularly for certain bespoke or personalised products.
These change-of-mind rights are separate from your rights if something is faulty, damaged or not as described.
6. Returning an Item
For a change-of-mind return, you are responsible for the direct cost of returning the item where we have informed you of this responsibility as required by law.
Many of our products are too large or heavy to send through normal postal services. A roof tent, large awning or canopy, for example, may need to be returned by pallet or specialist carrier and this can be expensive.
Where required by law, we will provide information about the cost or reasonable estimated cost of returning goods which cannot normally be returned by post.
If you contact us, we may be able to arrange collection for you. Where agreed and legally permitted, the collection charge can be deducted from your refund.
Please make sure anything being returned is properly packaged and protected. We recommend keeping the original packaging until you're happy that you're keeping the product.
7. Fitted or Used Products
You're entitled to examine a product to make sure it's what you expected, in much the same way as you would in a shop.
However, if you handle or use an item more than is reasonably necessary to establish its nature, characteristics and functioning, and this reduces its value, we may make an appropriate deduction from your refund where the law allows us to do so.
This is particularly relevant to the products we sell. Fitting a roof tent, awning or accessory to a vehicle can leave marks on mounting rails, brackets and fixings. Drilling, cutting, modifying components, travelling with equipment fitted, sleeping in a roof tent or using an awning outdoors may also affect its resale value.
The same applies if a product is returned dirty, damaged, incomplete or with missing accessories or fixings.
Fitting or opening a product does not automatically mean it cannot be returned. We will look at the actual condition of the item and, where appropriate, any deduction will reflect the genuine reduction in its value rather than an arbitrary restocking charge.
8. Refunds
When you validly cancel an online consumer order within your statutory cancellation period, we'll refund the price of the returned goods together with the cost of our least expensive standard delivery option applicable to the order.
If you chose an upgraded delivery service, such as express or timed delivery, we do not have to refund the additional cost of that upgrade.
Unless we've agreed to collect the item, we may wait until we receive the goods back, or until you provide evidence that you've returned them, before issuing the refund.
Any lawful deduction because the returned product has lost value will be explained to you.
9. Special Orders & Deposits
Some of the products we sell aren't normally held in stock and have to be ordered from a manufacturer or distributor specifically for your order. We refer to these as Special Orders.
If a Special Order requires a deposit, we'll make this clear before you place the order.
Once we've committed your order to our supplier, we may have paid the supplier or incurred other costs that we cannot recover if you subsequently cancel.
If you cancel a Special Order after we've committed to it and you don't have an applicable statutory right to cancel, we may retain some or all of your deposit to cover the genuine loss caused by the cancellation.
We will not retain more than is reasonable in the circumstances and will take account of our ability to reduce the loss, including whether the product can reasonably be resold.
The fact that we've ordered a standard product specifically for you does not, by itself, remove any statutory cancellation rights you may have as a consumer.
For business or trade purchases, Special Order deposits are non-refundable once we've committed the order to our supplier, unless we agree otherwise in writing.
10. Bespoke & Customised Products
Different rules apply where a product is genuinely made to your specifications or clearly personalised.
These products may not have the normal statutory change-of-mind cancellation right. We'll make this clear before you order where it applies.
Once production or customisation has started, you may therefore be unable to cancel simply because you've changed your mind.
This doesn't affect your rights if the product is faulty, not as described or otherwise doesn't conform to the contract.
11. Fitting & Installation
Where we fit equipment for you, we'll carry out the work with reasonable care and skill.
Please tell us about any vehicle damage, previous modifications, aftermarket wiring or other non-standard equipment which might affect the installation.
Some installations involve permanent changes to a vehicle, including drilling, cutting, electrical work, removing factory components or modifying a vehicle roof. Where significant permanent work is required, we'll explain this before carrying it out.
Occasionally we discover something during an installation that couldn't reasonably have been identified beforehand, such as corrosion, damaged mounting points or previous modifications. If significant additional work or cost is involved, we'll normally speak to you before proceeding.
If you ask us to start an installation or other service during an applicable statutory cancellation period, your cancellation rights and any amount payable for work already carried out will be dealt with in accordance with consumer law.
12. Faults & Warranties
If you believe something is faulty, damaged or not as described, please contact us. We may ask for photographs, video, serial numbers or information about the installation so that we can understand the problem and find the appropriate solution.
Nothing in these terms limits your rights under the Consumer Rights Act 2015.
Some products also come with a TUFFTREK® or manufacturer's warranty. These warranties are additional to your statutory rights and don't replace them.
Subject to those rights and the individual warranty terms, warranties don't normally cover problems caused solely by misuse, accident damage, incorrect installation, unauthorised modification, failure to follow instructions, exceeding specified loads, normal wear and tear or lack of reasonable maintenance.
13. Outdoor & Weather Use
Roof tents, awnings and camping equipment are designed for outdoor use, but they still need to be used sensibly and in accordance with their instructions.
Weather conditions can change quickly. Awnings should be properly secured using the appropriate legs, guy lines, straps and/or pegs where required by the manufacturer's instructions and prevailing conditions.
Equipment should not be left deployed unattended in unsuitable conditions.
Damage caused solely by misuse or use contrary to clear operating instructions may not be considered a product fault.
This does not affect your statutory rights if the product itself is faulty.
14. Business Sales, Liability & General Terms
Consumer cancellation rights generally apply to individuals buying wholly or mainly outside their trade or business. Different terms may apply to trade and business purchases.
Unless we've agreed otherwise in writing, accepted business orders cannot normally be cancelled without our agreement. Any cancellation we agree to may be subject to reasonable costs and losses we've already incurred.
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or consumer rights which cannot legally be excluded.
We take reasonable care with our website pricing. If there is an obvious pricing error, we'll contact you before fulfilling the order and give you the choice of proceeding at the correct price or cancelling.
These terms are governed by the laws of England and Wales. Consumers may also have applicable rights concerning the law and courts of the part of the United Kingdom in which they live.
If any part of these terms is found to be unenforceable, the remaining terms will continue to apply.
Nothing in these Terms & Conditions is intended to exclude, restrict or replace your statutory consumer rights.
Contact Us
If you have any questions about an order, delivery, return, fitting, warranty or these Terms & Conditions, please contact us:
TUFFTREK®
Tuff-Trek Ltd
Unit M2, Swallows Business Park
Diamond Drive
Hailsham
East Sussex
BN27 4EL
United Kingdom
Telephone: +44 (0)1825 840 786
Email: support@tuff-trek.com
Company Registration Number: 08711687
Registered in: England & Wales
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes shall be subject to the jurisdiction of the courts of England and Wales.