FAQ
Welcome to our FAQ page . Here you can find answers to some of the questions you may have.
If you cannot find the answers you need, you can call us on 01493 262030, message us on Live Chat during office hours 9am - 5pm or send us a message from Contact Us page.
Account Registration
Are you strictly Trade only?
Yes, we supply a range of products at wholesale prices to registered businesses and traders only via this website. Such as garden centres, retail shops, traders, event organisers or corporate customers.
Most products are sold in outers which means they have a minimum order quantities (MOQ) and increment quantities.
Do you offer credit terms?
A: We also may offer 30 day accounts to our regular customers subject to a credit check and receipt of a completed credit application form.
If you wish to be considered for a credit account please contact us on 01493 262030 and we will be happy to discuss your requirements.
What sort of checks do you do?
A: When applying for a trade account we will perform the usual company checks based on the information provided.
A credit search will also be done for a company requesting a credit account.
What is your company number?
A: True Products is a trading name of True Traders Ltd. Our Company Registration No is: 06304793
What is your VAT number?
A: True Products is a trading name of True Traders Ltd. Our VAT No is: GB 913197819
I am having trouble logging in, it won't accept my password.
A: You can request a password reset clicking the link on the login page, which will be sent to the registered email address. If this doesn’t arrive, the original email address entered may be incorrect. Please contact us for assistance.
Orders & Payments
How do I pay for my order?
A: We accept a wide range of payment methods or payment via Bank Transfer/BACS.
PLEASE NOTE that goods will not be reserved or shipped until payment has cleared.
Do you have a minimum order?
A: Yes. The minimum order amount must be £300 ex VAT before delivery costs are applied and AFTER any discounts are applied
Is there a minimum quantity per item?
A: Most products are sold in outers and therefore have a minimum order quantity (MOQ) and increment amounts which are clearly displayed on each product page.
What happens if I order an item which isn't in stock?
A: Stock levels are updated throughout the day so if it’s showing as in stock then it should be available. However occasionally stock errors can occur, if there is an issue with any item on your order we will contact you as soon as possible to discuss options or alternatives.
Can I add an item or change my order after I have placed it?
A: Orders cannot be edited by customers after submission. If an order needs amended please contact us as soon as possible. Orders that have already been dispatched cannot be amended or cancelled.
What are your delivery charges? Is there free carriage?
A: We offer free delivery on order over £500 ex vat. Please see our Delivery Information page for details.
Can I collect my orders?
A: Yes, collection is possible. Please contact us to arrange a collection time so we can ensure your order will be ready.
Products
Does True Products have a showroom I can visit?
A: We are an online trade business which means we do not have a shop front or showroom.
This enables us to bring you products at the best prices possible.
However, If you do wish to pay us a visit, we are happy to receive you at our premises and show you some of our stock. If you do wish to visit us please contact us in advance to arrange this.
Do you accept returns?
A: Yes, please contact us to arrange a return, goods must be returned to us within 14 days of delivery and must be unused and unopened.
Returned goods are subject to a B2B 15% restocking fee.
The buyer must pay return courier fees and the original delivery cost will not be refunded with the value of the returned goods.
Can I return faulty items?
A: Faulty goods must be reported within 7 days of delivery. Faulty goods will either be replaced or credited.
Can I sell your products online?
A: Yes, you may sell our products online as long as you do not attempt to misrepresent them or relabel them as anything other than our goods, where branded. Please see our Reseller Terms & Conditions for more details.
Can I use your images?
A: We can supply stock images on request, these may not be altered or misrepresented in any way other than resizing for our own use. You will be required to create your own original, lifestyle imagery.
