Rainham Depot Address: Unit 1 Fairview Industrial Park Marsh Way Rainham Essex RM13 8UH
Cash & Carry Service
Cash & Carry is defined as self-service and checkout within the depot. The best price is always available at Cash & Carry.
When visiting our depot, you accept the following rules:
Vehicle Responsibility: Your vehicle and its contents are parked entirely at your own risk. Time Wholesale Services accepts no liability or responsibility for the safety of vehicles and their contents against theft or damage. Please ensure you lock your vehicle when unattended and remain vigilant when visiting or loading.
No Smoking: Smoking (both tobacco and vaping) inside the depot is strictly prohibited.
Eating and Drinking: Consumption of food and beverages inside the depot is prohibited,except in designated areas.
Children: Children under twelve (12) are not allowed beyond the reception area unless a liability waiver is signed. Children under twelve (12) must not be left unaccompanied in the reception area.
Security Surveillance: You are continuously monitored by our security systems. We reserve the right to share any footage when necessary.
Restricted Areas: Do not enter areas marked as restricted, including places temporarily blocked due to fork-lift operations, goods-in areas, or storage spaces.
Health and Safety: Comply with all relevant Health and Safety legislations and our depot-specific policies. Always read safety signs and exercise caution within the depot and its parking area.
Fire Alarm Protocol: In case of fire alarms, proceed to the nearest exit. Follow all instructions provided by Time Wholesale Services staff and assemble at the designated Fire Assembly Point. Participation in any fire drill during your visit is mandatory.
Entry Rights: We reserve the right to deny access or request anyone to vacate the depot or parking area without providing reasons. Non-compliance will be treated as trespassing.
Membership: Your membership is non-transferable.
Respectful Behaviour: Any form of verbal or physical abuse towards our staff or customers is not tolerated. Offenders will be prosecuted.
Waste Management: Do not bring or discard waste at our depots, including the car park or grounds. Legally, trade waste disposal must be managed with an approved disposal company. A £1000 fine will be levied for evidence of fly-tipping.
Liabilities: Any damage to our property or stock caused by you or your staff will be your responsibility.
Theft and Vandalism: Breaking or opening cases or packs is considered criminal damage. Consuming unsold goods (that haven't been paid for) is theft. Offenders will be prosecuted.
Promotions: All offers are subject to availability. Errors & Omission Excepted. We reserve the right to modify or terminate any promotion without prior notice.
Click & Collect Orders
No Minimum Order: There is no minimum order requirement for Click & Collect.
Collection Timing: Our service ensures next-day collection. Choose a collection slot during checkout.
Order Timing:
Orders placed before 12pm will be available for collection from 8am the next day.
Orders after 12pm will be available for collection from 1pm the next day.
Cluster Picking: Our depot uses a cluster-picking method. Any changes will hinder our order preparation efficiency.
Order Surveillance: All order preparations are monitored by cameras. Disputes are resolved using video evidence, which is conclusive.
Order Processing: Order guidelines are non-contractual. Orders exceeding 500 mixed cases may need 48 hours for processing.
Order Verification: Inspect your items before leaving. Claims for damages or shortages will not be entertained afterwards. This especially applies to tobacco products.
Order Collection: Only account holders can collect orders. If you wish to nominate someone else to collect on your behalf, you will need to provide the details of the individual collecting your stock in advance with the vehicle registration.
Order Storage: If your order is not collected within 3 days, we will call you. Uncollected orders are refunded in 7 days, excluding service surcharges.
Cancellation Fee: Processed orders awaiting collection incur a £15 fee upon cancellation.
Collection Process: On arrival, please park your vehicle in the Customer Car Park and then make your way to Customer Services. Once your invoice is stamped for clearance, it will be ready for release. Please drive to the specified click and collect bay with your printed invoice. Our outbound staff do not have the authority to release orders.
Loading Responsibility: If you request forklift loading, Time Wholesale will not be liable for any damages to your vehicle or your purchased goods. Consent is needed for this service.
Delivery Orders
Minimum Order: £750 (excluding VAT and tobacco) is the threshold for delivery.
Order Surcharge: Orders under £750 will incur an additional £25 delivery charge.
Surcharge Fluctuations: Delivery surcharges may vary from time to time.
Delivery Areas: We deliver to RM, IG, E, EC, and DA postcodes. Deliveries outside these areas are not available.
Kerb-side Delivery: All deliveries are kerbside. The driver will not enter your premises. Please Inform us in advance reference access restrictions.
Additional Assistance: Help with moving products indoors incurs a £25 fee. We will not be liable for any damages to your premises or products purchased during this service.
Delivery Timing: Standard deliveries are within 3 working days (excluding weekends). This does not form part of a contractual agreement but an estimated ETA.
Delivery Order Timing: Orders must be placed before 2pm on day 1 for a day 3 delivery. Orders that are placed after 2pm will be delivered on day 4.
Time Slot: Deliveries are between 9am-5pm. Although we can not specify the time, drivers will call 1-2 hours before arrival.
Payment Methods: Payments are recommended via our secure web portal or bank transfer. We can collect up to £3,000 in cash.
Card Payments: Our drivers will accept card payments at the point of delivery. The driver will not off-load the order until payment has been made in full.
Delivery Wait Time: Drivers will wait up to 15 minutes to offload. Undeliverable orders are returned to the depot and reshipping incurs additional costs.
Signing & Checking: You are required to sign for your order upon delivery. Check your order while the driver is present. Report discrepancies immediately and annotate the delivery note/invoice, counter-signed by the driver.
Returns And Refunds
Condition of Returned Products: All returned items must be in their original condition. Opened packages, products nearing their expiry dates, or items in poor condition will not beaccepted.
Proof of Purchase: To facilitate a return, you must present a copy of your last invoice.
Medical Products: We do not accept returns for any medical products.
Right to Refuse Refunds: We reserve the right to decline a refund if there is no proof of purchase or if we suspect the refund request to be dishonest.
In-Depot Returns: For returns in the depot, please approach our customer service desk. Our team will inspect the item and process the refund accordingly.
Returns on Delivery: If you wish to return a product received through delivery, simply send it back with the driver. While our drivers can not adjust the invoice on-the-spot, we will credit your account within 24 hours of receiving and inspecting the returned product at our depot.
Sales Policy: We do not offer a "sale or return" policy.
Cash Back or Cash Refunds: We will not refund in Cash. All refunds will be conducted digitally.
Special Orders: For products specially ordered at your request, we cannot provide refunds or exchanges unless the item is faulty. Cancellations for such orders are not accepted, but we will remind you of this policy before finalising a special order.
Payment Options
Cash Payments:
In-Depot Cash Payments: We accept cash payments up to £7,000 for any single transaction in depot. If your invoice exceeds this amount, the remaining amount must be settled digitally or by credit/debit card.
Cash on Delivery: We accept cash on delivery up to £3,000 for any single transaction. Our drivers will not carry more than this limit.
Digital and Card Payments:
Open Banking: Open Banking payments are accepted in depot.
Debit Cards: All debit cards are accepted.
Credit Cards: We accept all major credit cards with the exceptions of pre-paid credit cards, Diners Club, and foreign cards (e.g., non-European, Chinese, Japanese).
Online Payments: Payments made online are processed through Sage Pay. We utilize a 3D security protocol for enhanced security during online card transactions.
Phone Payments: We do not process payments over the phone. All card transactions must be processed by chip and pin or via our 3D secure website.
Credit Availability:
Credit: If you are interested applying for credit, please use our website link for American Express Business Gold or visit us in-depot. American Express Business Gold offers up to 54 days of credit with cashback or rewards. (Subject to status and approval.)
Payment Methods Not Accepted:
Cheques: We do not accept cheques as a form of payment.
Credit Cards: We do not accept pre-paid credit cards, Diners Club, or specific foreign cards.
Customer Registration:
To open a business account with us, you must be a business owner and be over 18 years of age. We do not supply goods directly to the public.
As part of our due diligence process, we require the following documents:
Completed Application Form.
Signed Terms & Conditions.
Certificate of Registration (if a Limited Company).
Copy of VAT Registration (if VAT-registered).
Proof of ID (Driver’s License or Passport only).
Current Bank Statement.
One recent Utility Invoice from the trading address, no older than 6 months.
Subject to approval, we register customers on the same day at the depot. Digital registrations are processed the following day. A recent photo of the business owner is required to activate your Membership Card. Your account will not be fully activated unless a membership card has been issued. Please note, your online account will be visible the next day, but you can shop at the depot on the same day.
In line with our Data Protection policy and GDPR requirements, we do not retain hard copies onsite. All documents are securely stored in our ERP system.
It is the business owner's responsibility to notify us of any changes to the application form. Our terms and conditions form a contract between the legal owner of the business and Time Wholesale Services UK Ltd.
Due Diligence Definition:
Due diligence refers to the appropriate care a company exercises when entering business relations or contracts with other companies. It also concerns how the company deliberately responds to identified trading risks.
As mandated by HMRC, it is our responsibility to:
Objectively assess the risks of fraud within our supply chain.
Implement reasonable and proportionate checks in our day-to-day trading to identify transactions that might involve fraud or goods on which duty or VAT may have been evaded.
Adhere to procedures promptly and effectively when risks are identified.
Furnish supporting evidence that proper governance is in place, ensuring that procedures are continually followed as intended.
Complaints and Helpdesk
Lodging a Complaint: If you wish to raise a complaint, please email us at customerservices@timews.co.uk or call 0208 595 7830. Your complaint will be registered in our ticketing system and addressed by a company director. Expect a response within 24 hours.
In-Person Assistance: For immediate assistance or to address grievances in-person, please visit our customer service desk to speak with the General Manager on duty.