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Customer Services

All our sales and service centres are UK based with showrooms open 5 days per week.

Account holders can access their web account 24/7, 365 days a year.

Do you have any questions?

Our customer services team will respond to all enquiries as soon as possible.
Please email customerservices@thorite.co.uk or use our 'contact us' form.
All overseas enquiries email customerservices@thorite.co.uk or use our 'contact us' form.

Useful telephone numbers

Telephone lines are open Monday to Friday 8.00am to 6.00pm (UK time).

Technical Helpline

If you require some further information about the products or your order or require technical help:
0843 309 1978

Account Enquiries

All enquiries relating to payment and invoice queries:
01274 657030

Outside the above hours please email customerservices@thorite.co.uk or use our 'contact us' form.

Returns/refund procedure for online and mail orders

Unwanted/unsuitable goods:

At Thorite we hope that you will be very happy with the equipment you order. However, should you have a change of mind for any reason, under the Distance Selling Regulations you have the right to cancel your order for any item purchased on the web site or by mail order for a refund. This does not apply to items personalised or made to your specification i.e. special orders.

The following conditions apply:

  • Orders must be cancelled within seven days beginning with the day after the goods are delivered by contacting Customer Services: 0843 309 1978* quoting your customer reference number. Thorite will arrange collection though there would be a charge for this.
  • Goods must be returned in their original unspoilt condition; i.e. unused and in their original packaging.
  • We regret that we are unable to refund any delivery or postage costs.
  • We are unable to issue any refund until the goods have been inspected.
  • All goods should be suitably wrapped/packaged to make certain of safe handling and to protect them during transit.

Special orders:

Special order items may not be accepted back unless they are faulty. Your legal rights are not affected. If returning goods yourself we recommend you obtain proof of postage.

Damaged in transit (DIT):

We use established, specialist couriers to ensure that your goods reach you in perfect condition. However, in the unlikely event that your goods are damaged in transit, please call Customer Services: 0843 309 1978*.

  • You must contact us by phone within 7 working days of delivery quoting your order reference number. Your legal rights are not affected.

If there is a fault or missing parts:

Rigorous inspection and batch testing procedures are carried out by our Quality Control department and every effort is made to ensure all products reach you in full working order. However, should either of the following apply please contact Customer Services: 0843 309 1978* immediately or within 7 days of delivery quoting your order reference number.

Missing parts

Should your product be found to be missing parts Customer Services will arrange for these to be sent out.

Faulty goods

Should your product be found faulty on delivery Customer Services will arrange the collection of your product for inspection.

  • Should the goods be verified to be faulty, Thorite will either:
    • Deliver a replacement free of charge, or
    • Refund the price you paid for the goods if replacement is not required.
  • We are unable to issue any refund until the goods have been inspected.
  • Please include your order reference number and contact details with the returned goods.
  • If fuel has been added to the product this must be fully drained off prior to collection or the item may be refused.
  • Your legal rights are not affected.

In the event that a product you purchased online or by mail order develops a fault during its guarantee, usually 12 months from purchase date, we may offer repair, exchange or refund as appropriate. Your legal rights are not affected. Please contact Customer Services: 0843 309 1978* for further assistance.

Refunds:

Refunds will normally be made to the same method of payment as your original purchase within 30 days of the transaction date.

*Monday to Friday (excluding Bank Holidays) 0830 - 1700 hr. Maximum call charges from a BT landline are 5p/min to 0843 numbers. Calls from mobiles and other networks may vary.

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