Terms and Conditions
Terms & Conditions
www.tenola.com is a UK mail order based company and complies with UK consumer law, including Distance Selling Regulations which means you’re safe if you shop with us. We operate a flexible returns policy and are happy to refund / exchange items damaged in transit, that are faulty or not what you ordered. Please check sizes carefully when ordering. We strive to give excellent after sales service and customer care. Our terms do not affect your statutory rights.
Tenola cannot take responsibility for any damages, compensatory, indirect, consequential or direct, data loss, income, profit, property loss or damage and third party claims implied or otherwise when using this website.
In order to purchase the products and/or services offered on this website, you must be a registered user with an account at www.tenola.com.
In order to place orders on this website, you must be 18 years old or over. If the user placing the order is under age, their parent/s and/or guardian/s shall take responsibility for the transaction.
In order to create a user's account, you must enter the required personal information of your own free will and agree to the general terms of purchase. Registered users have access to restricted-access areas and services, and they can buy the products and/or services offered on this website.
In order to become a registered user, you must select a user ID (your email address) and a password. You must also undertake to use said user ID and password responsibly, without disclosing them to third parties and informing the Service Provider of their loss or theft so that they are immediately blocked.
You must also ensure that your user ID (your email address) and password are kept confidential. The user's failure to handle personal information confidentially shall not entail liabilities for the Service Provider.
You can change your password at any time, following the instructions on the website. When you create a new password, the replaced password shall no longer be valid to identify you as a user.
The Service Provider reserves the right to block or deny access to users with outstanding payments and to users committing fraud or making improper uses of the website services. In addition, the Service Provider is entitled to block access and use of this website if necessary for security reasons.
The Service Provider shall be entitled to hold users responsible for misuses of this website resulting in damage to third parties or introducing malware, corrupting the website contents, affecting website functioning, or damaging other users' software or hardware.
The Service Provider shall be entitled to redirect claims, compensation payments, fines or administrative sanctions to the users of this website when said claims, payments, fines or sanctions are the result of improper use of this website.
- We process orders between the hours of 8.00 a.m. – 3.00 p.m., Monday to Friday (excluding Bank Holidays).
- Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will inform you of any unexpected delay.
- Our designated courier will leave a card or notification to rearrange delivery should no one be home to sign for your parcel.
- We don’t have an Express delivery option
- Please be aware that customers are responsible for payment of any local customs duties.
Shipping & Handling
Postage will be by either by a Courier service or Royal Mail Recorded Delivery. The item will need to be signed for and will only be delivered Monday to Friday. Only UK deliveries can be placed on the website. For international delivery, email the office at email@example.com for a quote.
Shipping costs, orders placed on this website are as follows (all shipping costs are subject to TAX / VAT where applicable).
UK Shipping Costs
Free UK Mainland shipping on orders £100.00 and above, £3.95 for orders up to £99.99.
Ireland, Isle of Man, Jersey, Guernsey Shipping Costs
International Shipping Costs
A charge of between £4.00 and £10.00 will be required to re-deliver a product in situations where the item was not delivered due to the fault of the customer. These situations are defined as:
1 - The item was not signed for because the customer was not present at the listed delivery address.
2 - The item could not be delivered because the address provided by the customer was incorrect or incomplete.
We endeavor to deliver your product(s) to you within the stated 1 to 5 working day period, however sometimes this may take longer. If this is the case someone from our team will contact you, unless the delay is due to circumstances beyond control.
No hassle exchange policy
Tenola will not charge you additional delivery costs if you buy the wrong size of tri-suit or other products. We want to ensure you are racing in the optimum size triathlon kit and therefore have made our sizing chart as extensive as possible, so you can almost guarantee that the size you purchase will be the right size for you. However, we understand there might be the odd occasion where you feel the size is not quite right for you, and therefore allow you 5 working days from delivery to notify us so that we can get the correct size out to you as soon as possible.
We will need to receive the suit back from you using recorded and insured delivery within 7 days. We can then send you a size up or down free of charge. This is only available if the suit is returned in perfect condition and has not been used in any water. We have to check any returns carefully to ensure they are in the same condition as when they were sent to you.
This offer is only available for the first exchange; subsequent exchanges will be subject to an £5.00 delivery fee. You will be responsible for re-delivery costs.
We only charge you when the order is ready to be dispatched. For offline mail order products, Tenola accept pounds sterling banker’s drafts, personal cheques, pounds sterling postal orders and pounds sterling bank transfers. Cash is posted at your own risk and must be recorded and insured for. VAT is included in the quoted price on this website. Please contact us if you would like to make a payment in an alternative currency.
Placing an order through our online store should be a very simple process. If you have any complications please email us at firstname.lastname@example.org and we can process your order for you.
We do our best to ensure product prices on our web site are up to date and correct but errors occur occasionally. Please email us if you think there is a problem.
If you are not living in the UK and would like to place an order, please contact us on email@example.com
Refunds and Returns
Refunds are available within 7 days of purchase as long as the items remain in the same condition as it was received. The customer is responsible for the carriage costs on items returned for a refund and they must be sent using recorded and insured delivery. Returned goods must be with a completed returns form.
Please click below to download a copy: Tenola return form
Goods must be in original packaging and complete. Goods must not be fitted or used.
Goods must be clean. Goods that are ordered incorrectly are subject to a restocking charge of between £5.00.
Goods may be cancelled with no charge to the customer if monies have not been debited from the customers account. If the monies have been debited and the product has been dispatched the customer will have to return the product and pay a £5.00 re-stocking fee.
We cannot accept responsibility for damaged caused when returning the goods. Please take care when packaging the goods and use a recorded and insured mail delivery service. You will be charged the full cost price if we do not receive the item returned or it is not in the condition which we sent the item.
If we ever send out a wrong product, we will be happy to make an exchange and pay postage costs for returning the item. We advise all our customers to email us with any queries prior to purchase to reduce any returns.
Returns to be made to the following address:
Eventus Business Centre
Northfields Industrial Estate
Your Triathlon Tri Suit Warranty
Your Tenola tri suit are covered by the manufacturers 12 month warranty from the date of purchase. Tenola will choose to replace or repair any defects that occur within normal wear and tear circumstances. Tenola retain the right to define normal wear and tear circumstances. See guidelines below on tri-suit care
Not covered under the Tenola warranty:
1) Any costs to return a suit to Tenola.
2) Cuts to the fabrics from fingernails and or other sharp objects.
3) Damage incurred due to an accident, abuse, misuse or improper use or neglect
4) Normal wear and tear, including scratches, peeling or fading of the material or printed logos.
These situations will VOID your Tenola warranty:
1) Using your Tenola tri suit for any activity other than triathlon or surface swimming.
2) Repairs done by anyone other than Tenola.
3) Altering the tri-suit in any way, including silk screening, embroidery, heat transfers, cutting, gluing, and sewing.
4) Using your Tenola tri-suit in a rental or instructional program or other commercial use.
5) Improper handling or storage
6) The warranty is only applicable to the original owner/purchaser.
Tri Suit Care Instructions
Please follow some of these simple guidelines to ensure that your tri suit stays in the optimum condition:
- Wash well in fresh water after every use.
- Only ring very lightly.
- Minimise time left in direct sunlight and aim to dry in the shade.
- Do no hang or curl your suit when drying. Dry lying flat on a towel.
- The tri suit range has been designed to optimise performance during racing. Its use should be restricted to swimming or triathlon racing.
- Don't put in the washing machine or tumble dryer.
- Don't iron.
- Don't wash with detergent or bleach
All images, website code, intellectual property, descriptions, prices and other material on this website are the property of Tenola. Tenola is a Registered Trademark. Information can only be copied with the express permission of Tenola.