Terms and Conditions

Shop Terms and Conditions

1. About us and these terms

The online shop at www.tensor-ssd.com is operated by TENSOR-SSD LIMITED, company number 14133983, VAT registration number GB 424 7546 87. References to "we", "us" and "our" mean TENSOR-SSD LIMITED.

For order enquiries, cancellations, faults or returns, email orders@tensor-ssd.com and quote your order reference. Our customer correspondence address is TENSOR-SSD LIMITED, Hail Weston House, Hail Weston, St Neots, Cambridgeshire, PE19 5JY, United Kingdom. Our customer-service telephone number is +44 (0)1480 215530.

These terms apply to purchases through this shop. If any website-use terms conflict with these sales terms in relation to a purchase, these sales terms take precedence. Please read them before ordering and keep a copy. An agreed written quotation or contract may contain additional terms for a business order; any conflict must be resolved in that written agreement. Nothing here removes rights that cannot lawfully be excluded.

You must be 18 years of age or over to place an order through this shop.

2. Products and suitability

The product page describes the item, available variants, specifications and any stated protection rating. Please check the selected model, size, colour and specification before paying. Contact us before ordering if you are unsure about suitability or compatibility.

Protective equipment does not protect against every possible hazard. The protection offered depends on the specific product, its stated test standard and rating, fit, condition and use. Follow the supplied fitting, inspection, storage, maintenance and replacement instructions. Do not rely on a rating or certification that is not stated for the particular product you are buying.

Some products are intended for use by trained or authorised personnel. Where product information states a training or competency requirement, you are responsible for ensuring that the product is used only by personnel who meet that requirement. We are not responsible for loss or injury caused by using a product outside its stated purpose, contrary to its instructions or by a person who does not have any stated training or competency, except where liability cannot lawfully be excluded or limited as explained in section 8.

By placing an order for body armour, ballistic shields, helmets or related protective equipment, you confirm that you are purchasing it for a lawful purpose and that you are legally entitled to purchase, import, possess and use it in every jurisdiction where it will be held or used. For certain products, we may ask you to confirm your occupation, organisation or intended use before accepting your order. We may decline or cancel an order where we reasonably believe that the intended purchase, import, possession or use may be unlawful, where required checks cannot be completed, or where requested information is not provided. If we cancel an order after payment for one of these reasons, we will refund the affected payment.

Images are illustrative; the ordered specification and description remain part of the contract. We will not substitute a materially different product without your agreement.

3. Prices, VAT and payment

Prices are in pounds sterling. Product prices are displayed excluding VAT. The basket and checkout show delivery charges, VAT and the total payable before you submit payment. Check that total and your delivery details before completing the order.

Payment is processed securely by Stripe. The available card and eligible wallet methods are shown at checkout. Payment is taken when you complete checkout; a payment receipt alone is not our acceptance of an order.

If we identify a pricing error or cannot supply an item, we will contact you. We will not charge an increased price or supply a substitute without your agreement. If we cannot agree a replacement order or cannot supply the goods, we will cancel the affected items and refund the corresponding payment.

4. Orders and acceptance

After payment, your order is submitted to us for processing. Please retain the order reference displayed on the confirmation page. We accept your order when we send written acceptance or dispatch the goods, whichever happens first. If we cannot accept it, we will notify you and refund the amount paid for the items we cannot supply.

Business customers must have authority to order on behalf of their organisation. Please supply an accurate contact name, email address, telephone number, billing address and delivery address. Contact us promptly if you discover an error.

5. Delivery

Available destinations, delivery charges and basket limits are shown in the shop and confirmed at checkout. Contact us for a quotation if your destination or order is outside those limits. We will confirm the expected delivery date or delivery period with your order acceptance. We will tell you about a material delay and discuss the available options.

For consumer orders, we will deliver within 30 days unless another delivery period has been agreed with you. Your statutory remedies for late or failed delivery are unaffected.

Please inspect the packaging and goods on receipt and tell us promptly about shortages, damage or an incorrect item. This request does not impose a shorter deadline on your legal rights. Goods remain our responsibility until delivered to you or a person you nominate, subject to any mandatory rules that apply.

Prices shown are in pounds sterling and do not include any import duty, destination tax or customs-clearance charge that may apply outside the United Kingdom. Unless we agree otherwise in writing, these charges are your responsibility and may be payable before or on delivery. Email orders@tensor-ssd.com before ordering if you would like us to confirm the available delivery arrangements for your destination. Our orders team will direct your enquiry to the appropriate person. Any additional amount payable to us must be agreed with you before we accept your order.

6. Cancellations and change-of-mind returns

Contact orders@tensor-ssd.com with your order reference and a clear request to cancel or return an item. We will provide return instructions and the correct return address. A request for return instructions does not prevent you from exercising a statutory cancellation right in time.

Business purchases: tell us within 14 days of delivery if you want to return an unused standard item. Return it within a further 14 days, complete with its accessories and original packaging where reasonably possible. The customer pays return carriage for a voluntary return; the original delivery charge is not refunded. This voluntary policy excludes goods genuinely made to your specification or clearly personalised. It does not limit remedies for faulty, damaged or incorrectly supplied goods.

Consumer purchases: where the statutory distance-selling cancellation right applies, you may tell us you are cancelling within 14 days after receiving the goods, then return them within a further 14 days. We refund the item price and standard outbound delivery charge; any premium above standard delivery need not be refunded. Refunds use the original payment method without an additional refund fee. We may withhold the refund until the goods are returned or you provide evidence of return, whichever happens first, and will make it within the applicable 14-day deadline. You pay the direct return cost for a change-of-mind return. We may deduct only for loss in value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning. Any legal exception, including genuinely personalised goods, applies only where its conditions are met. Faulty-goods rights remain unaffected.

Do not send equipment back contaminated or in an unsafe condition. Contact us first for safe return arrangements; this does not remove your legal rights.

7. Faulty, damaged or incorrect goods

Email orders@tensor-ssd.com with your order reference, a description of the problem and photographs where helpful. Stop using protective equipment if you reasonably believe it is damaged or unsafe. We will assess the issue and arrange the remedy required by the contract and applicable law, including appropriate repair, replacement or refund and necessary return arrangements.

Any stated manufacturer warranty is additional to applicable legal rights. We do not make a separate warranty-duration promise unless it appears in the product information or our written agreement.

8. Responsibility and disputes

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded. Consumer statutory rights are unaffected.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable, losses that were not caused by our breach, or losses connected with your trade, business, craft or profession.

If you are a business customer, subject to the first paragraph of this section and to the extent permitted by law, our total liability arising out of or in connection with an order is limited to the price paid for the products giving rise to the claim. We are not liable to a business customer for indirect or consequential loss, or for loss of profit, revenue, business, contracts, anticipated savings or opportunity. This paragraph does not exclude or limit liability where doing so would be unlawful or unreasonable under applicable law.

Please contact us first so we can try to resolve a complaint. These terms are governed by the law of England and Wales, subject to any mandatory protections and court rights available to consumers in their country of residence.

9. Events outside our control

We are not responsible for delay or failure to perform our obligations where this is caused by circumstances beyond our reasonable control, including natural disaster, war, terrorism, civil unrest, governmental action, export-control or sanctions restrictions, industrial action, or failure of suppliers or carriers. We will contact you as soon as reasonably possible if such an event materially affects your order. If the event continues for a prolonged period or delivery can no longer reasonably be completed, we will discuss the available options with you, which may include cancellation and a refund for affected items that have not been supplied. Your statutory rights are unaffected.

If you register for an account or we issue login credentials for the shop or a restricted customer area, you are responsible for keeping those credentials confidential and for activity carried out through your account. Do not share your credentials with an unauthorised person. Tell us promptly at orders@tensor-ssd.com if you believe that your account or credentials have been accessed or used without authorisation.

11. Personal information and changes

We use order information to process payment, fulfil orders and provide support, as explained in our Privacy Policy at www.tensor-ssd.com. We may update these terms for future orders. The version supplied or made available when you placed your order applies to that order, unless a change is required by law or separately agreed with you.