1) Who we are

Tolvia is the trading name used for the online store available at tolvia.co.uk. The website is operated by FERNROCK LIMITED, a company registered in England and Wales. Throughout these Terms, references to “Tolvia”, “we”, “us” and “our” mean FERNROCK LIMITED trading through the Tolvia website. References to “you” and “your” mean the person using the website, placing an order or interacting with our services.

We operate as an online retail business. Our website allows customers to browse available products, review product information, place orders through the checkout, pay online and receive goods by delivery. These Terms apply to all website visitors, customers and account holders, whether you access the site from the United Kingdom or from another country.

2) Using the site

You may use our website only for lawful purposes and in a manner that does not infringe the rights of others, restrict other users from enjoying the website, damage our systems, interfere with security features or misuse the content and services we provide. You must also comply with our Acceptable Use Policy, which forms part of these Terms.

You agree not to use the website to upload malicious code, attempt unauthorised access, scrape content at scale, interfere with payment systems, impersonate another person, provide false information, attempt fraudulent purchases or use the website in any way that may harm Tolvia, our customers, our payment providers, our delivery partners or any third party.

We may update, suspend, restrict or withdraw all or part of the website at any time for maintenance, security, business, legal or operational reasons. While we aim to keep the website available and working correctly, we do not guarantee that access will always be uninterrupted, error-free or available at all times.

Customer accounts

If you create an account, you are responsible for keeping your login details confidential and for ensuring that the information linked to your account is accurate and up to date. You should notify us as soon as possible if you believe your account has been accessed without permission or if your contact details have changed after placing an order.

3) Products & pricing

We aim to present our products clearly and accurately, including product descriptions, images, key specifications, prices, availability and delivery information. However, product images are provided for illustrative purposes only. Colours, finishes, packaging, accessories, labels and minor specifications may vary depending on the manufacturer, supplier batch, screen settings or product updates.

Product dimensions, weights, capacity, compatibility information, performance details and similar specifications are approximate unless expressly stated as exact. You should always review the product page carefully before purchasing and contact us if you need confirmation of a specific feature, compatibility requirement or intended use.

Product availability is subject to stock and may change without notice. Placing an item in your basket does not reserve it. We reserve the right to remove, update, replace or discontinue products at any time, including after an order is placed where stock becomes unavailable or where an error is identified.

Prices (VAT)

Unless stated otherwise, prices on the website are shown exclusive of VAT. Tolvia is not currently VAT-registered; therefore UK VAT is not charged on purchases. This means that VAT will not be separately added to your order total or shown as a VAT amount on your order confirmation.

Should our VAT status change in the future, prices, invoices, receipts and checkout information may be updated to reflect VAT treatment where required. Any such change will apply only in accordance with applicable law and will not affect orders already accepted unless legally required.

Currency display

Prices can be displayed in multiple currencies for customer convenience: GBP, EUR, USD, AUD, CAD, NZD. The main billing currency is GBP. Any non-GBP currency display is provided as an estimate only and may change based on exchange rates, payment provider conversion settings or card issuer calculations.

If your payment card or bank account is held in a currency other than GBP, your card issuer or bank may apply its own exchange rate, conversion charge, foreign transaction fee or other banking fee. These fees are controlled by your card issuer and are not charged or controlled by Tolvia.

Errors & omissions

Although we make reasonable efforts to ensure that prices, descriptions and availability are accurate, errors may occasionally occur. If we identify a pricing, stock, product description, technical or checkout error after you place an order, we may contact you to correct the issue, offer an alternative, cancel the affected item or cancel the order.

We may cancel or refuse orders where a pricing, availability or description error is identified. If payment was already taken for an order that is cancelled, you will receive a full refund to the original payment method.

4) Orders & contract formation

The checkout process allows you to review your selected products, delivery address, billing details, delivery method and payment information before submitting the order. You are responsible for checking that all information is complete and correct before placing the order.

1. Order placement. When you submit an order, you receive an email acknowledgement confirming that we have received your order request. This email is not acceptance of your order.
2. Review of order. We may review the order for stock availability, payment authorisation, delivery details, fraud prevention, security checks, address accuracy and compliance with our policies.
3. Acceptance & contract. Your order is accepted, and the contract formed, when we email a dispatch confirmation and hand items to the carrier.
4. Fraud & verification. We may refuse any order where we reasonably believe there is a risk of fraud, unauthorised payment use, incorrect information, address mismatch, breach of these Terms or product unavailability.
5. Consumer rights. UK consumers retain statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, including rights relating to faulty goods, misdescribed goods and distance-selling cancellation rights.

Order changes and cancellations before dispatch

If you need to change delivery details or cancel an order, contact us as soon as possible at info@tolvia.co.uk. We will try to help where possible, but once an order has been processed, packed, dispatched or handed to the carrier, changes may no longer be possible.

Refusal of orders

We reserve the right to refuse, cancel or limit orders where necessary for legal, operational, payment, security or stock reasons. This may include orders that appear to be placed for resale, bulk purchasing, fraudulent activity, misuse of promotions, payment disputes or incorrect customer information.

5) Payments & currencies

We currently accept Visa and Mastercard. By submitting payment details, you confirm that you are authorised to use the selected payment card, that the information provided is accurate and that sufficient funds or credit are available to complete the purchase.

All transactions are charged in GBP. If you view prices in EUR, USD, AUD, CAD or NZD, those are estimates for convenience only. The amount finally charged by your card issuer may differ from the displayed estimate because of exchange rates, conversion fees, bank charges or settlement timing.

Payment authorisation may be completed at checkout, while capture or settlement may be handled by our payment provider in accordance with standard card processing rules. We do not store your full card details on our website. Card payments are processed through secure payment infrastructure operated by our acquiring and payment service providers.

We use secure, PCI-DSS-compliant acquiring services. For chargeback, duplicate payment or unauthorised-use concerns, contact your card issuer and our support team as soon as possible.

Payment checks

To protect customers and prevent fraud, payments may be subject to authorisation, authentication, 3D Secure checks, anti-fraud screening and manual review. If a payment is declined, reversed, flagged or not successfully authenticated, we may not be able to process your order.

Refunds to original payment method

Where a refund is due, it will normally be issued to the original payment method used for the purchase. Refund processing times may vary depending on your card issuer, bank or payment provider.

6) Shipping & delivery

We ship within the UK and internationally. Delivery options, estimated delivery windows, shipping fees and any restrictions may vary depending on the products ordered, delivery destination, carrier availability and operational circumstances. Full details are set out in our Shipping Policy.

Delivery estimates are not guaranteed delivery dates unless expressly stated. Delays may occur due to carrier issues, customs checks, incorrect address details, public holidays, severe weather, high-demand periods, security checks or other circumstances outside our reasonable control.

Delivery address

You are responsible for providing a complete and accurate delivery address, including house number, street name, postcode, country, access instructions and contact details where needed. We are not responsible for failed or delayed delivery caused by incorrect, incomplete or outdated address information supplied by you.

International delivery

For international orders, delivery may be subject to customs clearance, import duties, taxes, local handling charges and other fees imposed by the destination country. Unless stated otherwise, such charges are the responsibility of the customer and are not included in our product prices or shipping fees.

Missing or damaged parcels

If your parcel appears lost, delayed or damaged in transit, contact us promptly so that we can review the tracking information and, where appropriate, raise an investigation with the carrier. You may be asked to provide photographs, packaging details or written confirmation to help us resolve the issue.

7) Returns & refunds

We want you to be satisfied with your purchase. The procedure for returning goods, applicable time windows, item condition requirements, exclusions and refund processing details are explained in our Return & Refund Policy.

Before returning any item, you should contact us and follow the return instructions provided. Returning an item without the correct information may delay inspection, processing or refund handling.

Consumer cancellation (distance selling)

If you are a UK consumer, you may cancel most online purchases within 14 days of delivery under the Consumer Contracts Regulations 2013. This right applies to many distance-selling purchases but may not apply to certain excluded goods, including items that are sealed for health or hygiene reasons once unsealed, personalised products, made-to-order items or other excluded categories under applicable law.

This cancellation right is in addition to any extended store policy we provide. Items must be kept in reasonable condition, handled only as necessary to inspect them and returned as instructed. You may be responsible for return shipping costs unless the item is faulty, misdescribed or we have agreed otherwise.

Faulty, damaged or incorrect goods

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible with your order number, a clear description of the issue and supporting photographs where relevant. We will review the matter and, where appropriate, offer a repair, replacement, refund or other remedy in line with your statutory rights.

Refund processing

Approved refunds are normally issued to the original payment method. Depending on your card issuer or bank, it may take additional time for the refund to appear on your statement after we process it.

8) Warranty

Many electronic and power tool products come with a 12-month warranty covering manufacturing defects. Warranty coverage is intended to protect customers where a product fails because of a defect in materials or workmanship under normal use.

Warranty coverage does not usually apply to misuse, accidental damage, improper installation, unauthorised repair, modification, neglect, normal wear and tear, consumable parts, cosmetic damage that does not affect function, damage caused by using the product contrary to manufacturer instructions or damage caused by unsuitable accessories, power supply, storage or operating conditions.

Warranty specifics and how to claim are set out in our Warranty Policy. You may be asked to provide proof of purchase, photographs, videos, serial numbers, product labels or other information reasonably required to assess the warranty claim.

Your statutory rights remain unaffected. A warranty is separate from, and does not limit, any legal rights you may have in relation to faulty or misdescribed goods.

9) Promotions & promo codes

From time to time, we may offer promotional codes, discounts, free delivery offers, limited-time deals, seasonal sales or other promotional benefits. Each promotion may be subject to its own conditions, such as minimum order value, eligible products, customer eligibility, expiry date or usage limits.

• Unless stated otherwise, promotions are time-limited, subject to availability and may be withdrawn or amended without notice.
• One code may be used per order unless the promotion expressly allows multiple codes.
• Promo codes have no cash alternative, are non-transferable and are valid only at tolvia.co.uk.
• Promotions cannot be applied retrospectively to past orders.
• Promotions may exclude certain products, brands, categories, sale items, bundles, delivery fees or international shipping.
• We may refuse or cancel promotional use where we reasonably suspect misuse, fraud, technical error or breach of promotion terms.

10) Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of your statutory rights as a consumer or any other liability that cannot legally be limited or excluded.

Subject to the above, we are not liable for indirect, incidental or consequential losses, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of data, reputational loss, wasted expenditure or losses arising from circumstances beyond our reasonable control.

We are not responsible for delays, failures or service interruptions caused by events outside our reasonable control, including carrier disruption, customs delays, payment provider issues, cyber incidents, extreme weather, strikes, public emergencies, utility failures, supplier shortages, changes in law or other force majeure events.

If you purchase products for business use, our liability is limited to the price paid for the relevant products, except where liability cannot legally be limited.

Product use

Products must be used safely, responsibly and in accordance with any manufacturer instructions, safety guidance, warnings and applicable laws. We are not responsible for damage or injury caused by misuse, improper installation, unsuitable environment, unauthorised repair, modification or failure to follow instructions.

11) Intellectual Property

The website, brand names, logos, layout, design, text, images, graphics, icons, product content, software, code, databases and other materials are protected by intellectual property rights and remain the property of Tolvia/FERNROCK LIMITED, our licensors, suppliers or other rights holders.

You may view and use the website for personal, non-commercial shopping purposes only. You may not copy, reproduce, scrape, download at scale, modify, publish, distribute, sell, exploit, reverse engineer or create derivative works from any website content without prior written permission from us or the relevant rights holder.

Product names, third-party brands, manufacturer names and logos may belong to their respective owners. Their appearance on the website does not imply endorsement, partnership or affiliation unless expressly stated.

12) Privacy & cookies

We handle personal data in accordance with our Privacy Policy. This explains what information we collect, why we collect it, how we use it, how long we keep it and what rights may be available to you under applicable data protection law.

Cookies and similar technologies are described in our Cookie Policy. Our cookie banner (CookieAdmin) lets you manage non-essential cookies. Essential cookies may still be used where necessary for website operation, checkout functionality, security, account access or legal compliance.

When you place an order, contact support, create an account or use the checkout, we may process information such as your name, email address, phone number, billing address, delivery address, order details and payment status. Payment card data is processed by secure payment providers and is not stored in full by Tolvia.

13) Age, safety & compliance

Certain products may require careful handling, safe operation or responsible use. You must ensure that any product you purchase is suitable for your intended purpose and that it is used only in accordance with manufacturer instructions and applicable safety guidance.

• You must be 18+ to purchase power tools or other age-restricted goods.
• Always read and follow manufacturer instructions before using any product.
• Use appropriate PPE and ensure safe operation where tools, electronic items or equipment are involved.
• Do not use products in unsafe conditions, around children without supervision or for purposes not intended by the manufacturer.
• Where applicable, products meet UKCA/CE requirements as specified by the manufacturer.

Compliance checks

We may refuse to sell or deliver products where we reasonably believe the purchase may breach applicable laws, safety requirements, age restrictions, export restrictions, sanctions rules, payment rules or our internal compliance standards.

14) Miscellaneous

• Assignment: We may transfer our rights and obligations under these Terms to another organisation, provided this does not reduce your statutory rights.
• Severability: If any clause is found invalid, unlawful or unenforceable, the remaining clauses will continue to apply.
• No waiver: If we do not immediately enforce a right under these Terms, this does not mean we have waived that right.
• Entire agreement: These Terms, together with linked policies, form the entire agreement concerning your use of the website and purchases from Tolvia.
• Third-party rights: Unless expressly stated, no person other than you and us has the right to enforce these Terms.
• Changes to Terms: We may update these Terms from time to time. The version available on the website at the time you place an order will normally apply to that order.
• Governing law: These Terms are governed by the laws of England & Wales.
• Jurisdiction: Courts of England & Wales have exclusive jurisdiction, subject to any mandatory consumer protections that may apply in your place of residence.
• Complaints & ADR: We operate an internal complaints process via info@tolvia.co.uk. Where required by law we will provide information about alternative dispute resolution options.

Complaints process

If you are unhappy with your order or with the service received, please contact us first so that we can try to resolve the issue. Include your order number, contact details, a description of the problem and any supporting evidence such as photographs or delivery information. We aim to review complaints fairly and respond within a reasonable timeframe.

15) Contact us

For questions about these Terms, your order, delivery, returns, warranty claims, payments, website use or complaints, please contact us using the details below. To help us assist you faster, include your order number where relevant.

© Tolvia / FERNROCK LIMITED. All rights reserved.