Last updated: September 2026

These Terms & Conditions apply when you purchase goods from Tuffa Footwear Ltd through our website, by telephone or through another distance-selling method.

We have tried to make these terms as clear and straightforward as possible. They explain who we are, how orders work, your cancellation and returns rights, delivery, faulty goods and other important information.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. About us

Tuffa Boots is operated by:

Tuffa Footwear Ltd
Barton House
Dereham Road
Ovington
Thetford
Norfolk
IP25 6SB
United Kingdom

Company number: 08531814
VAT number: GB 165 484 092
Telephone: 01953 880914
Email: sales@tuffaboots.com
Website: www.tuffaboots.com

Tuffa Footwear Ltd is registered in England and Wales.

These terms apply to customers purchasing as consumers. Purchases made through a trade or B2B account may be subject to separate terms.

2. Placing an order

When you place an order with us, you are offering to purchase the goods shown in your order.

Please check your order carefully before submitting it, including the product, size, colour, quantity, delivery address and any measurements or personalisation details.

After placing an online order, you will normally receive an email acknowledging that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.

For standard stocked products, a contract between you and us is formed when we accept your order and confirm that the goods are being processed or dispatched.

For made-to-measure, personalised or specially ordered products, we may need to confirm measurements, specifications or other information with you before accepting the order.

We may be unable to accept an order where, for example:

• a product is unavailable;
• payment cannot be authorised;
• there has been an obvious pricing or product-description error;
• we cannot deliver to the address provided; or
• the order does not meet any clearly stated purchasing requirements.

If we cannot accept an order after payment has been taken, we will refund the amount paid.

You must be aged 18 or over to place an order with us.

3. Product information

We take reasonable care to make sure product descriptions, measurements, photographs and other information on our website are accurate.

However, colours may appear slightly differently depending on the device or screen being used. Natural materials such as leather may also have reasonable variations in colour, grain and finish.

Product packaging may occasionally differ from photographs shown on our website.

Any measurements or sizing information provided by us is intended to help you choose the most suitable product. Please follow the relevant fitting or measuring guide carefully.

4. Prices and payment

The price payable will be the price shown to you before you place your order.

Prices displayed to UK consumers include VAT where applicable.

Any delivery charges or other unavoidable charges applicable to your order will be made clear before you complete your purchase.

We take reasonable care to ensure prices are correct. If we discover an obvious pricing error before accepting your order, we may contact you to give you the option of purchasing the product at the correct price or cancelling the order.

Available payment methods are shown at checkout and may change from time to time.

Payment may be authorised or taken when you place your order. Taking payment does not, by itself, mean that we have accepted your order.

Klarna and other payment providers

Where a third-party payment or credit provider such as Klarna is available at checkout, use of that service will also be subject to that provider's own eligibility requirements and terms.

Any information and regulatory disclosures relating to the credit product will be provided as part of the relevant payment process.

Tuffa Footwear Ltd does not control whether a third-party payment provider approves or declines an application.

5. Delivery

Current delivery options, charges and estimated delivery times are shown on our Delivery & Returns page and, where applicable, during checkout.

For standard goods, we will deliver within the timescale agreed with you. Where no different delivery period has been agreed, consumer law normally requires goods to be delivered within 30 days.

Made-to-measure, personalised and specially ordered products have longer lead times. The estimated lead time will be provided or confirmed as part of the ordering process.

Delivery times are estimates unless we have expressly agreed that a particular delivery date is essential.

If there is a significant delay outside our reasonable control, we will contact you as soon as reasonably possible.

Your statutory rights relating to late or failed delivery are not affected by this section.

You are responsible for providing a complete and accurate delivery address.

Responsibility for the goods passes to you when the goods are delivered into your physical possession or into the possession of a person you have identified to receive them.

Goods lost or damaged in transit

If your parcel appears damaged or does not arrive when expected, please contact us as soon as reasonably possible so that we can investigate.

We may ask you for photographs of the parcel, packaging or products to help us investigate damage.

6. Your right to cancel an online or telephone order

If you are purchasing as a consumer online or by telephone, you will normally have a legal right to change your mind and cancel the contract.

For most standard goods, you have 14 days from receiving the goods to tell us that you wish to cancel.

You then have a further 14 days to return the goods after telling us that you are cancelling.

You do not need to give us a reason.

To cancel, please contact us using:

Email: sales@tuffaboots.com
Telephone: 01953 880914

You can also use the returns documentation supplied with your order where applicable.

Exceptions

The statutory change-of-mind cancellation right does not normally apply to goods which have been:

• made to your individual specifications; or
• clearly personalised for you.

This includes made-to-measure products.

This exception does not affect your rights if the goods are faulty, not as described or have not been made to the specification agreed with us.

7. Tuffa's 30-day returns policy

In addition to your statutory cancellation rights, we offer a 30-day returns policy on eligible standard products.

To qualify for a change-of-mind return under this policy, goods should be:

• returned within 30 days of receipt;
• clean;
• unworn outside;
• undamaged;
• in a condition suitable for resale; and
• returned with their original packaging where reasonably possible.

We strongly recommend trying footwear on indoors on a clean, dry surface such as carpet until you are satisfied with the fit.

This additional 30-day policy does not reduce or replace any statutory rights you have under consumer law.

Made-to-measure, personalised and specially made products cannot normally be returned simply because you have changed your mind.

Please see our Delivery & Returns page for current return instructions and information about any free returns service available.

8. Trying products on and deductions from refunds

When exercising your statutory cancellation rights, you may inspect and try goods in the same way that you reasonably could in a shop.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this reduces their value, we may make a reasonable deduction from the refund to reflect that reduction in value.

For footwear, wearing the product outdoors may go beyond what is reasonably necessary to establish fit and appearance.

Please therefore try footwear on indoors first.

9. Refunds following cancellation

Where you validly cancel an eligible order, we will refund the amount due to you, including the basic delivery charge you paid to receive the goods.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.

We may wait until we have received the returned goods, or until you provide evidence that you have sent them back, before issuing the refund.

Refunds will be made without undue delay and within the timescales required by law.

Unless otherwise agreed, refunds will normally be made using the same payment method used for the original purchase.

Once we have processed a refund, your bank or payment provider may take additional time to show the funds in your account.

10. Purchases made at our showroom or at trade shows

There is no automatic legal right to return goods purchased in person simply because you have changed your mind.

However, under our own policy, eligible goods purchased from our showroom or at a trade show may be returned within 28 days of purchase for an exchange or credit note, where possible, provided they are returned in an unused and resaleable condition with proof of purchase.

This does not affect your statutory rights where goods are faulty, not as described or not fit for purpose.

11. Made-to-measure and personalised products

Made-to-measure products are manufactured using the measurements and specifications agreed for your individual order.

You are responsible for taking reasonable care to provide accurate measurements and information.

Please follow our How to Measure guidance carefully and provide measurements for both legs where requested.

We may review measurements submitted to us and contact you if clarification is required before the order is accepted or production begins.

We will not normally be responsible for a fitting issue caused solely by inaccurate measurements or specifications supplied by you.

However, this does not affect your statutory rights where:

• the product is faulty;
• it does not match the agreed specification;
• it has not been made using the measurements or information agreed with us; or
• we have otherwise failed to comply with our legal obligations.

Because made-to-measure and personalised goods are made specifically for you, they cannot normally be cancelled or returned simply because you change your mind.

12. Faulty goods and your statutory rights

Under the Consumer Rights Act 2015, goods supplied to consumers must be:

• as described;
• of satisfactory quality; and
• fit for their intended purpose.

These are your statutory rights and nothing in these Terms & Conditions restricts them.

If goods do not meet these requirements, you may be entitled to a refund, repair, replacement or price reduction depending on the circumstances and when the problem is discovered.

In many cases, consumers have a short-term right to reject faulty goods within the first 30 days.

After the initial 30-day period, you may normally be entitled to request a repair or replacement before seeking a further remedy.

For faults discovered during the first six months, consumer law generally assumes that the problem was present when the goods were supplied unless we can show otherwise or that assumption would be inconsistent with the nature of the goods or fault.

Please contact us as soon as you become aware of a potential fault.

13. Tuffa six-month warranty

In addition to your statutory rights, Tuffa footwear is covered by our six-month warranty against genuine manufacturing or material defects.

To make a warranty claim, we may ask you to provide:

• your order number or other proof of purchase;
• the product name;
• photographs showing the issue; and
• a brief explanation of the problem.

We may also need to inspect the product before deciding how the claim should be resolved.

The warranty does not cover problems caused by:

• reasonable wear and tear;
• accidental or deliberate damage;
• misuse;
• inappropriate environmental or working conditions;
• failure to follow reasonable product-care instructions;
• alterations or repairs carried out by someone else; or
• incorrect measurements or specifications supplied by the customer for a made-to-measure product, where the product itself has been manufactured correctly.

Where the warranty applies, we may repair, replace or refund the product as appropriate.

14. Product care

Footwear and leather products naturally wear over time.

To help products perform as intended, please follow any care instructions provided with the product and the guidance available in our Boot Care Guide.

Damage caused by inappropriate use, lack of reasonable care or normal wear and tear is not necessarily a manufacturing fault.

We will always consider alleged faults on their individual circumstances.

15. Sale, clearance and sample products

Goods purchased in a sale or at a discounted price have the same statutory consumer rights as goods purchased at full price.

Where a product is sold with a specific fault, defect or imperfection that has been clearly brought to your attention before purchase, you will not normally be able to make a claim based solely on that disclosed issue.

Your rights in relation to any other fault are unaffected.

16. Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms & Conditions or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was made.

Nothing in these terms limits or excludes liability where it would be unlawful for us to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• your statutory consumer rights.

These consumer terms are intended for customers purchasing wholly or mainly for personal use. Different considerations may apply to purchases made wholly or mainly for business purposes.

17. Events outside our reasonable control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control.

These may include serious disruption to transport or delivery networks, natural disasters, industrial disputes, failures of utilities or telecommunications, war, civil disturbance or major disruption affecting our suppliers.

If such an event affects your order, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect of the delay.

Nothing in this section removes any statutory right you may have to cancel because goods have not been delivered within an agreed or legally required period.

18. Complaints

We want to resolve complaints fairly and as quickly as possible.

Please contact us at:

Tuffa Footwear Ltd
Barton House
Dereham Road
Ovington
Thetford
Norfolk
IP25 6SB

Email: sales@tuffaboots.com
Telephone: 01953 880914

If a complaint cannot be resolved and there is an Alternative Dispute Resolution or other complaint-resolution arrangement in which we are legally or contractually required to participate, we will provide the relevant information when responding to your complaint.

19. Respectful communication with our team

Tuffa Footwear operates a zero-tolerance approach to abusive, threatening, discriminatory or harassing behaviour towards our staff.

Where reasonably necessary, we may end a conversation, restrict a method of communication or refuse future service to someone behaving in this way.

This will not remove your statutory consumer rights or prevent us from meeting our legal obligations in relation to an existing order, return, refund or complaint.

20. Changes to these terms

We may update these Terms & Conditions from time to time, for example to reflect changes in the law or changes to how we operate.

The terms that apply to your purchase will normally be those in force when your order was placed.

We will not retrospectively change an agreed contract in a way that removes your legal rights.

21. If part of these terms is invalid

If any part of these Terms & Conditions is found to be unlawful or unenforceable, that part will be treated as removed to the extent necessary.

The remaining terms will continue to apply.

22. Third-party rights

The contract is between you and Tuffa Footwear Ltd.

Unless the law provides otherwise, no other person has a right to enforce these terms.

23. Governing law and courts

These Terms & Conditions and contracts made under them are governed by the law of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you will continue to benefit from any mandatory protections provided by the law applicable where you live.

If you live in England or Wales, legal proceedings may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in the courts of the part of the United Kingdom where you live.

24. Contact us

If you have any questions about these Terms & Conditions, an order or your consumer rights, please contact:

Tuffa Footwear Ltd
Barton House, Dereham Road
Ovington
Thetford
Norfolk
IP25 6SB

Telephone: 01953 880914
Email: sales@tuffaboots.com