Total Support Group
The majority of our customer installations are able to be completed within the definitions of a standard visit, where the described work is to be completed safely using direct ladder access and a standard range of materials.
Some situations require additional costs to cover ‘non-standard’ scenarios. These scenarios are prone to additional chargeable elements to ensure the installation is completed in a safe and professional manner, these scenarios include:
Terms and Conditions
Hoists, Lifts, Platforms and Cranes
Extra Labour Requirements to Overcome Technical, Lifting or Safety Issues
Out of Hours Working
Evening Work/ Night Work
Larger Brackets, Bespoke Mountings, Posts, Battens, Base Boards
Road Closure and Permits
Specialised Cable Management - Conduit, Trunking. Junction Boxes, and Catenary Wire
Site Specific H&S Induction Training
Lightning Conductor Installations
Earth Bonding Systems
Specialised Vehicle Hiring Charges
Ad Hoc Long Distance or Abnormal Travelling Allowance
These additional elements are deemed to fall outside the definition of a ‘Standard’ call, and would, therefore, be agreed and submitted to the customer on an ad hoc basis where appropriate. Due to the general complexity and technical nature of these bespoke jobs/ special sites, we reserve the right to discuss the technical requirements of such sites with the customer and then agree on any charges that affect a safe and practical solution.
Further information for each installation type is available on each product page
Sales and Returns Policy
Non Installed or Bespoke Product Returns Policy
Total Support Group Ltd has taken care to ensure the advice and information we give within this site is accurate and that it helps you to select the right products.
However, we understand that from time to time, the product you have chosen may not be suitable. If you are not completely satisfied with any item you ordered, please return it in the original unopened packaging stating your order number within 14 days of the date of receipt and we will refund your money. In this instance, we would ask that you pay the return delivery charge. Please see section below on returns process.
Returning damaged, faulty or incorrect goods
In the unfortunate event that you receive the wrong goods or the goods are damaged or incomplete, or that the goods develop a fault, you may return the products within the products warranty period. This does not affect your statutory rights. In this instance, we will refund the cost of return delivery to you.
When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive.
We have tried to make the process for returning items as simple and quick as possible.
In order that we can track the return delivery of your goods, we ask that you in the first instance advise us of your intention to return them. Please do this my emailing us at firstname.lastname@example.org quoting your order number. We will then advise on the return address and requirements.
If for any reason your installation is cancelled prior to our attendance a full refund will be given, however if we have attended site then in some circumstances only a partial refund will be given dependant on the installation product purchased, check your installation product description for more details.
Total Support Group Ltd reserves the right to cancel or abort an installation due to any reasonable unforeseen circumstances, such as Health & Safety issues, or if an installation is deemed outside of our usual working practices.
This includes, but is not limited to:
i. Technically incompatible devices, although sometimes a manufacturer will deem products compatible with another manufacturer’s products. There can be a number of circumstances which will change the compatibility of products, especially within the “Smart Home” range of products.
ii. If an installation is classed as “Non Standard” – Standard installations are detailed within the product specific pages.
If Total Support Group Ltd cancel a call, a partial refund may be offered depending on the nature of the cancellation. In any event Total Support Group will only be liable for a maximum refund of the cost of installation that Total Support Group Ltd charged. Total Support Group Ltd cannot be held responsible for any manufactures issues, so no further liability can be claimed.
When do I get my refund once I have returned an item?
You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.
What are my rights under the Distance Selling Regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us promptly at your cost. You must inform us of the cancellation of the contract.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.
Install or Bespoke Product Returns Policy
If fitted the products are non-returnable, but faulty products will be replaced.