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Terms, Refunds, Conditions & Privacy

This page tells you the terms and conditions on which we supply any of the products listed on our website to you.


This website is operated by Tugboat. We operate from 23 New Bridge Street, Truro, Cornwall, TR1 2AA, UK. Our terms and conditions apply to our website and for any goods purchased from us online. 


By placing an order through our site, you warrant that you are at least 18 years old and you are legally capable of entering into binding contracts.


After placing an order, you will receive an order acknowledgement email and order number. This is your confirmation of your order with us. Completion of the contract between you and us will take place on dispatch to you of the products ordered.You will receive a dispatch conformation email from us.


As a consumer, you may cancel a Contract at any time within fourteen working days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy set out below. This provision does not affect your statutory rights.


We hope you are happy with any product purchased, but if you wish to return a product to us for any reason read on :


If for any reason your order is incorrect or damaged then Tugboat offers a replace or refund policy, please contact us within 14 days of the items being delivered to arrange return of the goods.


If you have changed your mind and the items are unsuitable then please contact us within 14 days of receipt of the goods to arrange a refund. You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being saleable, unused and complete in their unopened original packaging. Please allow 10 working days for this process.

Unless the item is faulty, damaged or incorrect, all shipping back to Tugboat is to be paid for by the customer. We recommend that you obtain a ‘proof of delivery’ as we cannot be held responsible for goods lost or damaged in transit.


All orders placed by 1pm are packed up the same working day and sprinted up to the post office. Orders are sent Royal  Mail 48 Tracked service or Parcelforce for larger orders. All orders can be expected within 2 to 3 working days. If an item is temporarily out of stock, we will notify you of the delay and dispatch it as soon as it arrives or of course fully refund you if you wish. We offer free UK delivery on orders over £30 and at a cost of £3.30 for orders under £30.


We take payment from your card at the time we receive your order. We do not store credit card details nor do we share customer details with any 3rd parties.


You agree to indemnify and hold Tugboat harmless from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via the Tugboat  website, or from your use/misuse of the website or from your violation of the terms and conditions.


The contract between you and Tugboat under which you have made your purchases, it is agreed, shall be governed by, and interpreted in accordance with, English law. The English courts shall have jurisdiction to resolve any disputes between us. This does not affect your statutory rights.



When you purchase something from our store, as part of the buying and selling process, we collect the information you give us such as your name, address and email address.

Email marketing : With your permission and only with your consent, we may send you emails about our store, new products and other updates.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use of your information, at anytime, by contacting us at or mailing us at:

23 New Bridge Street



Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.


If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service ( or Privacy Statement (


To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.We follow all PCI-DSS requirements and implement additional generally accepted industry standards.


Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where.

We also use basic Google Analytics cookies for tracking site performance and usage. The Google Analytics JavaScript libraries use HTTP cookies to remember what a user has done on previous pages/interactions with the website. Please note that Google Analytics does not store any personal information about users.

If you'd like to learn more about cookies in general and how to manage them, visit

Please note that we are not responsible for the content of external websites.

Third Party Cookies

When you use this site you may notice some cookies that are not related to Tugboat or Shopify. When you visit a page that contains embedded content, for example from Vimeo, you may be sent cookies from these websites. We don't control the setting of these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.


When entering any of our competitions or prize draws, you provide your name and email address .

Winners will be contacted by email. A reply to this email confirming details required to administer the prize will need to be received by Tugboat in 7 days or a new winner will be chosen. This process will then repeat. 

If you have entered a competition the information you share with us will not be shared with any other company unless clearly stated on the competition page.

Tugboat reserve the right to cancel a competition at any time.

Winners chosen by Tugboat are final.Campaign specific competition terms and conditions will be detailed here.


If you would like to: access, correct, amend or delete any personal information we have about you or simply want more information contact us at or by mail at

23 New Bridge Street