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Your Questions Answered

 

Delivery information

How to pay

How secure is the Trenic Online website?

Customer support and service

What happens to my details - are they kept private?

Terms and Conditions

Your right to cancel

Returning goods

Handling problems and complaints

Still not got the answer you are looking for? Contact us


Delivery information

All delivery costs are for UK mainland delivery. For other non-UK mainland deliveries an extra charge will be added once your order has been submitted

Delivery charges are based on the value of your order and are as follows:

Order Total Delivery Cost including VAT
Up to £100 £6.95
£100 - £300 £8.95
£300 - £500 £10.95
£500 + Please call for a delivery quote

Exports

Shipping quote on receipt of order with a minimum order value of £200.00


How to pay

Advance payments required on all orders prior to despatch. Payments accepted: Visa, Mastercard, Switch, Connect (all debit cards). Cheques (allow 5 working days to clear), postal orders, banker's draft, direct money transfer. Please do not send cash.

You can pay using any of the following methods:

  • Credit/debit cards:
    • Visa
    • Mastercard
    • Switch
    • Connect
  • Or you can send us payment in the post using:
    • Cheque
    • Postal order
    • Banker's draft
  • or you can use a direct money transfer


How secure is the Trenic Online website?

Security is the main consideration for online purchasing which is why we take security very seriously at Trenic Online.

Whenever your personal information is sent to or from us we ensure that the information is sent securely using the latest SSL encryption (Secure Socket Layers). This means that the information cannot be intercepted and decrypted by anyone else - for tech-heads, we use a variable SSL encryption at 128 to 40 bit dependant on the browser capabilities. All of your orders and details are kept in a secure database on our webserver and can only be accessed by key members of the Trenic Online staff and are not shared with anyone else.

But don't take our word for it!
Whenever you login / register / order you will see this in the top right hand corner of the screen:

 This is a secure zone - look for the padlock icon in the bottom of your browser window Trenic Online Secure Zone This is a secure zone - look for the padlock icon in the bottom of your browser window

This is an unofficial reminder to you that you are in a secure area of the website, but the official confirmation can be found by looking for the locked padlock icon This is a secure zone - look for the padlock icon in the bottom of your browser window on the bottom right (Internet Explorer) or bottom left (Netscape Navigator) of your browser window. This shows that you are using secure encryption. If you double click on the padlock it will bring up more details about our security certificate including the encryption level and the fact that the certificate is in our name!

You can also tell you are in a secure area by looking at the url of the page (in the address bar of your browser). This will always start with " https:// " instead of plain old http://

If you have any other questions about our security, please feel free to contact the webmaster


Customer Support and Service

If you wish to talk to a human being about anything relating to Trenic Online or the website, or if you have any general queries you can phone us on 01895 459948. This is a standard rate line, so calls will not cost more than normal. Our offices are open from 9am-5pm (GMT) Monday to Friday except for bank holidays, but you can send us an email to info@treniconline.com at any time and we will respond as quickly as possible - we have a skeleton staff monitoring emails when we the offices are closed.


Our Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you to process your order successfully and to provide you with the best possible service. How? By keeping your details in our secure database it means that you can return to Trenic Online at any time and place more orders without having to enter the information again, or you can login to your account and check on any of the orders you have placed with us or edit your details at any time. The only information we collect is the information that you enter when you register or place an order with us - we never collect any other data about you without your knowledge, Information is collected lawfully and in accordance with the Data Protection Act 1998

Your details are held by Trenic Online and are never shared with other organisations. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code.

Whilst we may e-mail you using your supplied e-mail address for queries about your orders or for order confirmation, we will not e-mail you in the future unless you have given us your consent. When you register there is an option to choose to not receive any marketing e-mails from us, and if you change your mind at any point you can change your preference either way simply by logging in to your account and editing your details or you can e-mail or telephone us on 01895 459948 and we can change it for you.

You can check and edit the information that we hold about you by logging in to your customer account online at any time.

If we intend to transfer your information outside the EEA (European Economic Area) we will only do this if it is protected at the same level as EEC resident data. We will always obtain your consent first.

We use technology to track the patterns of behaviour of visitors to our site, but this is done completely anonymously and without the use of "cookies".

The only time we use cookies is if you choose to save your shopping cart (so that you can return to the site with the contents of your cart still intact) or if you tick the "remember me" box when you login which will allow you to use the "quick login" function. Cookies are saved on your computer and allow us to recognise you when you return to the site

If you have any questions/comments about privacy, you should email us at privacy@treniconline.com and we shall respond as soon as possible


Terms and Conditions

  1. The terms of the contract do not affect your statutory rights
  2. Retail prices are shown inclusive of VAT but
    Trade prices are shown exclusive of VAT and will be charged at the rate applicable
  3. Returned or represented cheques will be charged a £10 administration fee
  4. Prices are subject to alteration without prior notice. Orders are accepted on the understanding that they will be charged at the prices ruling at the time of despatch
  5. Claims arising from shortages or damages must be made within 3 days upon receipt of the goods. Damaged/shortage of parcels must be signed for as damaged/parcel shortage
  6. Goods dispatched to a third party are at your own risk
  7. Goods remain the property of Trenic Online until full payment has been received
  8. All goods are subject to delivery costs unless collected from our premises giving prior notice


Your right to cancel your order: cancellation notice

Under the Consumer Protection - 'Distance Selling Regulations 2000' you (the consumer) have the right to cancel your order within a 7 working day period. The cancellation period starts from the day that the goods are received.

The regulations require the consumer to send a notice of cancellation in writing including fax or email. A telephone call is not enough. In the event of cancellation the goods must be returned (as New) at the consumer's own expense. If the goods are not returned Trenic Online can arrange for the goods to be collected and direct cost will be returned from the refund total.


Returns

Returned goods will only be accepted for exchange/refund when returned as new in original wrappings within 14 days of purchase. The cost of returning the goods is at the customer's cost, we only exchange or refund the value of the goods, not the postage and packing

The following can not be returned:

  • Goods that have been used/altered or soiled
  • Discontinued merchandise
  • Merchandise not in original wrapping with instructions


Our Complaints Procedure

If you have any complaints about Trenic Online, regarding orders, products or anything else please contact us on 01895 459948 or send an email to info@treniconline.com. We take complaints and problems seriously and promise to:

  • acknowledge your complaint within 5 working days
  • keep you informed throughout the complaints procedure
  • and we will endeavour to respond to all complaints within 5 working days


Tel: 01895 459948 • sales@treniconline.com • © Trenic Online 2005-17 • ecommerce website design © 2002-17 Black Culm