Is your full product range available to buy online?No, only products displaying a "from" price are available to purchase online. For further product information or to purchase non-buy online items please call our sales support team on
+44 (0) 1908 684600.
Return to Top What are your hours of operation?Our normal hours of operation are 8.30am - 5.15pm, Monday to Friday.
For 24 hour convenience, you may order online.
Return to Top How do I contact Tensator?Contact our Sales Support team on
01908 684600 or email at
info@tensator.comReturn to Top
Are Tensator SAFEcontractor approved?Yes, Tensator has achieved SAFEcontractor certification status, please click here to view our
Accreditation Certificate.
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What is DDA Compliance?Most places in the UK that are open to the public are required to comply with the Disability Discrimination Act (DDA). Please
download our fact sheet for further information.
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Why is the system rejecting my payment transaction?Due to our strict fraud screening process your card billing address MUST EXACTLY match your order billing address, or your order will not be processed. This may be one of the reasons why your transaction has not been processed.
For example, if your card billing address is registered as Flat 3, House 1. The order billing address must also be keyed in as Flat 3, House 1. If it is entered as House 1, Flat 3 then the payment will not be processed.
Return to Top Are Tensator members of the British Airport Services & Equipment Association?Yes, Tensator are registered members, please
click here to view our 2008 Certificate of Membership.
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Do the product selling prices include VAT?No, the prices shown on the website do not include VAT.
Return to Top Are there any restrictions on online ordering?Our Buy Online systems are currently available for customers with UK delivery addresses* only. Customers with delivery addresses outside of the UK may use the system to configure their order in full and will be contacted thereafter by our Customers Services Team.
*England, Scotland and Wales. Excludes Offshore Islands and Scottish Highlands.
Return to TopIs there a minimum order size?No! We accept all orders, no matter how small, on all standard products.
Return to TopHow long will it take to get what I order?For every order, there are generally two things that contribute to how fast your merchandise will arrive at its destination.
- At the bottom of your shopping cart, you will see something entitled Estimated Business Days Before Shipment. This reflects our "standard" production time. Please note that this is an estimated date, and not a guaranteed shipping date. (If you need your order to ship more quickly, we are happy to assist you! Simply call us at 01908 684600 to speak to our Sales Support team.)
- Once your order is shipped from our factory, the time it takes to arrive is determined by the method of shipment and the destination.
If you have additional questions regarding your order, please don't hesitate to contact us.
Return to TopHow can I track my orders?You may also find out the status of your order, by contacting our Sales Support team on 01908 684600.
Return to TopHow much do you charge for shipping?If you would like to know the freight cost prior to placing an order, please contact our Sales Support team on 01908 684600.
Return to TopDo you ship internationally?Yes! We ship to foreign destinations each and every day.
Return to TopHow can I pay? Is it safe to use my credit card?Customers must pay by major credit card. Other payment options may be available offline, through phone or fax orders. Please speak with our Sales Support team to review your options.
Return to Top What does prioritise my order mean? By selecting this option your order will be prioritized for order processing and within our production schedule. Extra care will be given to your order to ensure it is processed on an expedited basis from start to finish.
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Does my order billing address have to match my card billing address?Yes, due to our strict fraud screening process your card billing address MUST EXACTLY match your order billing address, or your order will not be processed.
For example, if your card billing address is registered as Flat 3, House 1. The order billing address must also be keyed in as Flat 3, House 1. If it is entered as House 1, Flat 3 then the payment will not be processed.
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What Tensator's Terms and Conditions of Sale?
Please view our
Terms and Conditions document to find out more
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What is your return policy?While we try our best to ensure that every order received is completely satisfactory, we understand it is sometimes necessary to return an item(s). Before returning any item, please contact Sales Support on 01908 684600 to obtain a Concern Reference Number along with instructions on how and where to return the product.
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When Your Order ArrivesAfter you receive your merchandise, please be sure to open all boxes and check the contents immediately for defects or inaccuracies as Tensator must be notified of any damage, shortages or other order problems within 24 hours of receipt of products. Failure to do so may jeopardise your right to a refund.
Return to TopGeneral Returns ProcedureBefore returning any item, please contact Sales Support on 01908 684600 to obtain a Concern Reference Number along with instructions on how and where to return the product.
We reserve the right not to accept merchandise returned after 30 days of the issuance of a Concern Reference Number. Tensator will not accept items returned without a Concern Reference Number.
Return to TopProducts Damaged During ShipmentIf the packaging appears damaged on the outside,
please refuse to accept it from the carrier or make a notation on the proof of delivery slip that the items are damaged. If you do accept a damaged shipment you must inform us immediately as claims for damaged goods must be presented to the carrier within 24 hours of receipt.
Tensator will not be responsible for visible shipment damage not reported to us within 24 hours of receipt. If the packaging appears undamaged but there is "hidden damage" to the products inside the packaging, contact Tensator Sales Support within 24 hours of receipt. We cannot accept "hidden damage" claims after this period as we are unable to pass on claims to the carrier after this time.
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Defective or Incorrect ProductsWe will only accept a return if a Concern Reference Number has been issued and the product is returned in the original Tensator Products packaging or adequate/protective packaging. The products must be brand new (never used) in perfect condition and contain all the contents shipped in the original order. Any item(s) returned used and/or damaged not having been reported as such upon the Concern Reference Number issuance will not be eligible for a refund.
Special product orders or custom items may only be returned if defective, damaged, or incorrectly processed by Tensator. Customer ordering errors for custom items are not eligible for a refund.
Summary of Non-Returnable Items:- Custom items incorrectly ordered by customer
- Items that have been installed
- Items that are not brand new and/or where contents that were shipped in the originalorder are missing
- Items not adequately packaged
Return to TopIncorrectly Ordered Products/Restocking Fee PolicyFrom time to time it may be necessary to return an item that was incorrectly ordered (except custom items). If you wish to do this, please obtain a Concern Reference Number and instructions as to how to return the merchandise from our Customer Service Team.
Incorrectly ordered products or general merchandise returned within 30 days of invoice date are subject to a 25% restocking fee plus the cost of freight for inbound and outbound shipping regardless of whether or not a reorder is placed. This deduction will be made from your refund automatically.
Please note that items returned after 30 days from the invoice date are subject to a higher restocking fee or may not be returnable at all.
There is substantial cost in processing orders and shipping products. There is also cost in returning products, issuing the Concern Reference Number, restocking returned merchandise, paperwork processing etc. *For this reason, we adhere strictly to our Returns and Restocking Fee Policy.
Only merchandise containing a standard Tensator Concern Reference Number will be accepted for return processing.
*Tensator reserves the right to modify this policy without notice.Return to Top
What post colours, webbing options, tape ends and base choices are available?Click here to view our full range of colour and finish options.
Return To Top Can I get assistance in creating a layout to help determine which products I require?Our helpful Sales Support team are standing by to assist you! Please contact us whenever we can be of service to you, to provide expert advice and layout ideas.
Return to Top How do I configure Tensator's Café Banner Solutions?For our Chrome Café Banner Solution you will need at least 2 posts, 1 rod and 1 banner. (When ordering Chrome posts you will automatically receive a bungee to attach the banner to the post).
For our Stainless Steel Café Banner Solution you will require a minimum of 2 posts, 2 rods and 1 banner.
Both our Café Banner Solutions measure just under 1.5m from post centre to post centre (1445mm).
Click
here to view further configuration advice
Return to Top How do I assemble the Café Banner solutions?Tensator's Café Banner Solutions are easy to assemble, please click
here for further information
Return to Top Can I hire posts from you?Hire options are available, please call the Sales Support team on 01908 684600 for further information.To view our Hire Post Terms & Conditions please click
here.
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How can I maintain my product?Our products require only simple maintenance. A wipe with a damp cloth is all that is required. Do not use bleach, detergent or abrasives. Replacement parts are available for most wear and tear items, we even provide a complete maintenance service.
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Do you provide installation and maintenance services?Tensator provides a full
installation, maintenance and technical support service for all our products via a dedicated team of trained technicians.
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Do Wall Units and Recess Units come with wall clips?Yes they do, for specific information please refer to individual product pages.
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Are magnetic tape ends available for Tensabarriers and Wall Units?Yes, magnetic tape ends are available on all Tensabarriers and Wall Units, please contact Sales Support on
+44 (0) 1908 684600 to discuss your requirements and place your order.
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Are replacement cassettes available?Yes, Tensator do sell a wide range of replacement cassettes, please call Sales Support on
+44 (0) 1908 684600 to discuss your requirements
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