Customer Service

Rugged & Tough operate both retail and online.  Our instore team are available 7 days a week, therefore you can contact them about any product enquiry.  They can take telephone orders

Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01525 211488 or

Visit our main store at:

Rugged & Tough
Ground Floor
Marlowe House
Hockliffe
Leighton Buzzard
LU7 9LS

Store Opening Hours Hockliffe

Monday to Friday 9.00am - 5.30pm
Saturday 9.00am - 5.00pm
Sunday 10.30am - 4.00pm

All Bank Holidays 10.00am - 4.00pm
 
Closed: Christmas Day, Boxing Day, New Years Day and Easter Sunday
Trading Hours between Christmas and New Year 10.00am - 4.00pm

We are on the A5 between Dunstable and Milton Keynes

 
 

 

Shipping & Delivery

Delivery, Tax and Duty

Tax:
EU Customers:
Taxes are charged at the UK current rates
Non EU Customers
All Prices include UK VAT. At point of Export (i.e when we post to you) any Taxes charged will
be refunded to your payment method.

Duty and Tax:
EU Customers
No Duty nor additional Tax is payable
Non EU Customers
Duty may be payable by you on delivery. This varies from Country to Country and at what value the goods imported are: Some countries waive personal imports to a certain value, other do not. Please check your local Duty and Tax Rules.

Our shipping costs are calculated by value and not by volumetirc weight for all international delivery costs, this is not accurate.

Therefore we will only charge the actual shipping costs and where appropriate REFUND any excess.

Examples

2 x Trousers = £110
Shipping costs will be calculated on this site at around £38.50.
Via DHL the cost is £28.50
Therefore a refund of £10 will be manually processed back to your payment method.

Shipping Weight will be around 1.5kg

10 x Military Bashas £210
Shipping costs will be around £45.00.
Via DHL the cost will about the same
Therefore no refund would be due

Shipping weight will be 6 kg,

If you are not sure and want to check, please call us on 0044 1525 211488 between 0900 - 1800 GMT
or email us.

Currency Conversions

Currency Conversions using your local currency are for reference only and should be used as a guide price, NOT the definitive price you will pay.  All payments are made in GBP (£ Sterling) and therefore you will likely also have to pay currency exchange fees, to your payment provider.  We update our rates often to reflect market conditions, however they are not linked to any FX systems and it is important to check your local exchange rates to £GBP at the time of purchase.

Privacy & Security

Privacy Policy

Rugged & Tough do not disclose buyers' information to third parties when order details are processed as part of the order fulfilment. With the exception of the payment providers, SagePay and Paypal. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Issue a unique identifier (e.g. customer login)
d. Monitor customer account status beyond that required for individual purchases
e. Only disclose information to third-parties for goods delivery purposes

 

 

Returns & Replacements

Customer may return new, unopened items within 30 days of delivery for a full refund, except during the December holiday period. Items bought during the holiday period will have an extended return period; the holiday period starts on the 1st of November ends on the 31st of December. Items purchased during this period are eligible for a full refund if received by January 31st.

Items should be returned in their original product packaging. The buyer will need to pay for the return shipments; return shipping costs will be refunded if the return is a result of merchant or Amazon error.

All refunds go to the original purchaser. A full refund will be due provided the return is received within the return window.


Replacements and exchanges are supported; customers can return their original order for an exchange reshipped free of charge.  Please call or email us as soon as you know the size was wrong and we will arrange the replacement item to be ready for despatch as soon as the original order is received back

Items classified as hazardous materials are not returnable. Please contact the merchant for issues concerning these items.

Instructions on how to return items:

1.Contact us via email or phone to advise of the return and we will then advise accordingly


You will receive email confirmation when the return is processed back through our system

 

FREE SHIPPING AND FREE RETURNS

We offer for each unique order Free Shipping and Free Returns in the UK for the initial item purchased providing it is returned as new with all tags and retail labels attached.  Exchanges and replacements do not qualify for further Free Returns. Items purchased under our Sale or Clearance Price Offers are not eligible for Free Returns.

 

 

 Guarantee's and Extended Warranty.

We offer our UK customers free delivery to UK addresses and free returns. and we offer a where applicable a 2 year guarantee against manfuacturing faults on certain brands, ranges or products

Extended Warranty terms and conditions:  This warranty is not offered by the manufacturer as standard and is offered exclusively by Rugged & Tough.

At Rugged & Tough quality matters most with all the products we sell.  They must be free of manufacturing faults during the life of the item.  The life of the garment depends it being used for the intended purpose and cared for in the required way as per the manufacturers instructions on the care label or user guide.

Should the item fail due to a manufacturing fault during the extended period, Rugged & Tough will repair the item free of charge or should a repair not be feasible, then replace it with a new product.  Should the product be discontinued, the we will replace the item with the closest match to the original.  The closest match may be significantly different, but still be the closest match.

The item to qualify for the 2 year warranty must not be "worn out". The following list is not exhaustive, but gives example of the term Worn Out.

Worn Out:

  • The sole has little or no tread left, partially or fully
  • Has holes in the garment where the cloth has worn away through wear.
  • The item has had no aftercare treatment, such as leather boots where the leather is dried out, cracked and no longer useable.
  • The knees are worn through, partialy or completely.
  • Accidental damage: Your home insurance should be used for this purpose.

Examples of what we will cover in the warranty

  • Broken teeth on Zips, (providing the stud or buttons are in place above it)
  • Opened main seams
  • Splits in Wellingtons, but not tears

Waterproof Garments

  • Garments must be laundered in accordance with the Manufacturers instructions
  • Reproofing the outershell is not covered by this warranty as "wet out" is normal after about 6 -12 months wear
  • Garments washed in Biological Detergents are not covered by this warranty
  • Decorated Embrodered and embellished Garments are not covered.

 

 

 

Ordering Terms and Conditions

Free Delivery and Returns to All UK, Highlands & Islands, Northern Ireland and the Channel Islands.

About Us
Rugged & Tough are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Address is:
Rugged & Tough Ltd
Mail Order Dept
Walting Street
Leighton Buzzard
LU7 9LS UK
Phone: 01525 211488

Registered in England Company No 6247440

 

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payment. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

We accept all major credit cards and debit cards, i.e Visa Mastercard, Maestro, Solo, American Express. We also accept Paypal for telesales.  Please call us to place your order over the phone and we will email you a Paypal Payment Request

Please do not email us your credit cards details as email is never secure, therefore please call us on 01525 211488 should you wish to make a telephone order or to make a payment

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Please note that our prices online may vary to the shop prices. This is due to the comparative costs of running a shop where you can browse, try on and ensure the correct size. Online selling the overheads are much less and therefore is reflected in some lower prices. Please also note that we cannot price match our website prices with our shop prices.

Trade Samples:
Once you have established your uniform or workwear requirements, we are happy to supply samples to our trade customers.

Often it is difficult size up your team easily and therefore we are happy to send out a range of sizes for fitting. All samples are to be paid for at the time of ordering.

Once you have established the sizes, you can return all your samples and we will deduct the costs from your order. Should no subsequent order follow, a restocking fee of 15% will be deducted from the total value of the samples returned.

 

International Shipping And Handling We charge a set price of all items on shipping, however, for heavy or bulky items, i.e Steel Toecap boots, Metal boxes et al, we reserve the right to charge an additional amount, the additional postage will be charged once the item has been shipped.

For Clearance, reduced or sale items totaling over the minimum free delivery level, we reserve the right to charge shipping costs.

All of the UK Delivery postcodes:
We where possible will always use Royal Mail so all the UK is covered for deliveries. We aim for next day posting when the item is in stock.

Where regional carriage costs are higher we will endeavor to keep the carriage costs to a minimum.

Western, Eastern Europe and International deliveries:
We reserve the right to amend the carriage costs depending on the region. Eastern Europe Transit costs are much higher and therefore we will charge at a higher rate and therefore additional postage may be charged over the automatic cost set here for Europe.

Paypal: Where paypal is used as you payment method, and additional shipping costs are due, we will send a Paypal invoice. Once this is settled, we will ship your goods.

BFPO: In support of our Forces overseas, all parcels under 6kg will be shipped at the standard rates.

 

Delivery Schedule We strive to deliver your order right away, but in some circumstances where we are out of stock of the product you have bought, we will normally send your order to you in 5-15 business days . International orders are generally received in under 30 days.

Please note that we do not Drop Ship.

 

Back Orders Very rarely, if your item is not in stock, we will back order for you. With the exception of a couple of foreign suppliers, most items are on automatic replenishment so are only days away from being back in stock.

As we are now carrying the entire catalogue from most of our suppliers, it is not possible to hold every item in stock and therefore we will order your item direct when it is not in stock. Most of our suppliers ship next day so most items will be shipped within 7 working days. For Jobman please allow up to 21 days for delivery unless otherwise specified.

If you wish to check what is in current stock please call us on 01525 211488


 

Tax Charges For orders made from the UK or the European Union, the VAT rate will be charged at the UK rate, which is included in the prices displayed.
Toe Cap Safety Boots and Toe Cap Safety Wellingtons are VAT Zero rated and therefore are Zero Rated.

 

Credit Card Security Confidence in Security:

We do not have access nor do we hold your credit card number.

 

Guarantee We strive to ensure all of our products are "Rugged & Tough". Should have have any feed back then please let us know, negative as well as positive comments will help us to ensure that we maintain our principle of only stocking and supplying our customers with "fit for purpose kit"

Please note that our prices online may vary to the shop prices. This is due to the comparative costs of running a shop where you can browse, try on and ensure the correct size. Online selling the overheads are much less and therefore is reflected in some lower prices. Please also note that we cannot price match our website prices with our shop prices.

Returns can be made personally via the shop, as with most major retailers, however we cannot process your return through the shop EPOS systems, nor can we exchange the item at the store.

You may email us at sales@ruggedtough.com or call us on 01525 211488

Our Price Promise:

For us to fullfil our promise, we also need to ensure that the claim is legitimate. Therefore to ensure clarity, here are our rules to qualify for our price promise refund: Our prices on our website include VAT and therefore please check that the site you are claiming your refund is quoting VAT inclusive prices. Our price promise is the Retail Price including VAT. We will check too, so don't worry if your not sure.

The Terms and Conditions to qualify for your refund or telephone price match : -

1: The item offered elsewhere and being claimed against is current stock and is not discounted due to: -
a: Damage, a Fault, is counterfeit or less than brand new and of merchantable quality
b: A Clearance Event
c: Sold at less than 40% of RRP
2: That the other seller is a UK based company which:
a) has a UK business address
b) is a registered Limited Company or PLC, with full registered active status at Companies House. You can validate this at this website: http://www.companieshouse.gov.uk/
c) ships to you from within the United Kingdom
d) is not shipping to you from outside the UK
3: This promise is applicable only to products plus the shipping cost. So combine the others sellers product price and their shipping handling charges.
4: This promise is made for E-commerce sales only.
5: The sale is "like for like" and for the same number of units
6: The price comparison must be made on the date of purchase
7: Store and online Promotions and Gifts with purchase freebies are not available with price matched purchases but be purchased separately.



We cannot offer this price promise or price match for items offered for sale by:
1: Private sellers
2: Auction sites and or Market Place Sites
3: Sole Traders
4: Businesses which are in administration and or liquidation.
5: Other sellers which are not authorised UK Agents of the item being offered for sale
6: Items of an origin not procured through normal distribution methods as recognised by our Brand Owners within the UK
7: Clearance, End of lines, Discount Retailers and Liquidators who have an ecommerce trading site.
8:non VAT registered sellers. Our prices include VAT



And finally
1: Items that, where historically offered cheaper, and at the time of placing your order have since gone up in price
2: Any Rugged & Tough Retail Store
3: Our price promise can be withdrawn at any time and without notice and does not effect your satutory rights.


 

 

 

 

Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Our returns address is:

Rugged & Tough Ltd
Returns Department
Unit 1
Marlowe Business Park
Leighton Buzzard
LU7 9LS


Trade Samples:
Once you have established your uniform or workwear requirements, we are happy to supply samples to our trade customers.

Often it is difficult size up your team easily and therefore we are happy to send out a range of sizes for fitting. All samples are to be paid for at the time of ordering.

Once you have established the sizes, you can return all your samples and we will deduct the costs from your order. Should no subsequent order follow, a restocking fee of 15% will be deducted from the total value of the samples returned.

 

 

Payment, Pricing & Promotions

Payments will be made in Punds Sterling, (GBP) unless other wise stated.  Prices shown in other currencies are for illustration purposes only and will not be exactly what appears on your Bank or Card Statement.  All transactions using non GBP payment methods may be subject to local foreign exchange fees and other charges unknown to Rugged & Tough.  If in doubt, please check with your payment provider to understand all likely charges.

Prices are accurate at point of sale. 

Promotions may end at anytime, so we would always advise that should an item be offered at a discounted price or with another offer, that you should make the purchase then and there, we cannot retrospectively honour expired promotions or offers.

All Gifts with Purchase are subject to availablity and once a gift has run out, we may substitute the original gift with an alternative or cancel or discount the sale if we cannot provide either the original gift with purchase or an alternative.

Viewing Orders and your Account

If you have registered for an account, you will be able to see your purchase history.  For customers who used a Guest checkout, then please contact us for order history and details.  We do not hold bank account or payment details therefore please contact your payment provider for this information.

For Customer who created an account you will be able to update and amend your billing, delivery and other information once you have logged in.  We cannot unfortunately do this for you as we do not have access to your account data.  If you have lost your login details please follow the instructions for Lost Username or Lost Password.