Terms and Conditions of Sale

These Terms & Conditions apply to purchases made in-store.

Version 3.0 – Updated 21/07/22

1. Quotations

1.1            All prices quoted are valid for 30 days, after which supplier price increases may come into effect

1.2            All quotes should be thoroughly checked through by you to ensure the correct products have been selected and are suitable for your project

1.3            Any quotation given by the company is an invitation for you to place an order with the company and no contract exists between you and the company for the sale of goods until the company has accepted your order and an initial deposit as cleared funds

1.4            We recommend that you discuss your quotation with an experienced installer before placing your order

2. Ordering, Pricing and Payment

2.1            All of our prices, unless otherwise stated include VAT at the current rate

2.2            Prices are correct to the best of our knowledge, but errors and omissions are excepted

2.3            All goods must be paid for in full and all funds cleared prior to delivery or collection. Delays in receiving the balance payment may result in delays to receiving the goods. We do not accept balance on delivery.

2.4            Special order goods must be paid for in full before we order them from our suppliers

2.5            Deposits are non-refundable

2.6            Please be aware that we can only help and advise you to select products based on the information you provide to us. The final purchase is your decision. We strongly recommend you seek professional advice from an experienced installer prior to installing products as we cannot accept returns of products which have been fitted and cancellation of orders may result in a cost to you

2.7            Any amendments to the original order after it has been placed and confirmed must be put in writing and we reserve the right to deny any requests to amend the content of the order once it has been confirmed or to charge you accordingly for any costs incurred by us for making these changes

2.8            We do not accept payments by Cheque or American Express. We accept all other major credit and debit cards, cash, and BACS payments

2.9            Cancellation of order may result in a cost to you

3. Availability, Collection & Delivery

3.1            Kitchen/bedroom furniture deliveries are charged at a default rate of £180.00 (Inc-VAT) this provides a two-person team when necessary for the delivery. This price may be reduced if you can ensure a suitable person to assist our driver with the unloading of goods

3.2            Bathroom deliveries are charged at £40.00 including VAT in the DT postcode area, other postcodes may incur additional charges.

3.3            Tile deliveries are charged at £20, including VAT for the DT postcode area, other postcodes may incur additional charges.

3.4            Our delivery team will deliver to ground floor or garage areas only. For Health and Safety reasons they are not permitted to carry goods upstairs or to multiple locations

3.5            It is your responsibility to ensure that the goods you are ordering fit inside the entrance to your property and that there is a clear, safe area for the delivery person to place the goods

3.6            If you have purchased ex display or sale items these must be collected within 3 working days of purchase

3.7            Delivery times, if provided, are approximate

3.8            We recommend that you do not book your installer to commence work until you have received your items and checked to ensure they are acceptable; we do not accept liability for any costs arising from delays in the receipt of goods

3.9            You must ensure that there is a suitable person upon delivery to check that the goods are as ordered and free from damage and report any issues to the us within 48 hours of receipt

3.10         We reserve the right to charge an additional fee to re-deliver your order if we are unable to complete the delivery on the date agreed

4. Suitability of goods

 4.1           We provide a free design and measuring service for your convenience. We are not installers, and you will be required to check the suitability of any products supplied with a qualified person before delivery. When ordering products for kitchens, bathrooms and bedrooms, it is vital that you have checked correct measurements and confirmed any planned measurements prior to placing an order, as New Image takes no responsibility for discrepancies in measurements

4.2            If we have carried out a measuring service for you this will be to the best of our ability, but we cannot be held liable for discrepancies in quantity or suitability of goods. All fitters have their own preferred techniques, and they may use a different quantity of goods than we have estimated

4.3            Please ensure you check the batch numbers on the boxes of tiles provided are identical before fitting and contact us immediately if they are not. Unfortunately, whatever the circumstances once the tiles are fitted to the wall or floor, we will be unable to change/replace them, even if the company have inadvertently supplied them incorrectly. We will not be liable for any costs as a result of this.  It is standard practice for an installer to check they have the correct components prior to commencing installation. Tiles ordered later may vary from the batch on your original order. There are specific guidelines for this in the code of practice BS.8000 PT.11 “workmanship on building sites”

4.4            If you take a tile sample before placing your order, we cannot guarantee the batch you received will be the same as your sample. Samples are used a representation only and you should check you are happy with them before installation

4.5            Due to the nature of some of our products there is no guarantee given that furniture, worktops, or any items of this type will be an exact replica to any samples or images viewed. The company accepts no responsibility for variations in colour, and these are ordered at your own risk.

4.6            Please be aware that if there are any products which you purchase which are size critical, they must be checked for suitability immediately when you receive them. Due to the manufacturing process of many of our products the sizes shown are nominal and can differ by up to +/- 20mm. For example, a shower door may be described as 800mm, but you may find the actual size could be 790mm.

4.7            If you are in any doubt regarding suitability of goods, please do not fit them but call the sales team for assistance

5. Installation

5.1            The company does not employ installers, but we have a select few approved installers who are highly experienced at fitting our products, and we will gladly arrange for them to quote for your project. We have procedures in place to ensure their quality of work is high, they are however self-employed, and we cannot be held responsible for their work. Any contracts that you form for installation are between you and the installer

5.2            If you arrange for a non-approved installer to carry out the installation, you must ensure that they have the relevant experience to install the products you have purchased. Due to the bespoke nature of some of our products there may not be an installation guide for all products sold

5.3            If you are purchasing a kitchen, bathroom or bedroom from us, we advise you to arrange for your fitter to discuss the details of the plan with the designer before purchasing

5.4            Some kitchen, bathroom and bedroom elements may require the fitter to create some parts on site; for example, the corner posts for the kitchens are not performed; this allows a variable option for the corners. The corner is to be made on-site with the materials provided. Likewise, other items such as panels, plinths and fillers will also need to be cut to size on site

5.5            On occasion door frontals may not have been drilled for hinges, for example doors with pull out units or top doors for ovens, this may be required to be completed on-site by the installer to ensure the hinges will not interfere with the operation of the unit, this should be discussed by you with the fitter prior to placing an order.

5.6            It is your responsibility to ensure the site is ready for installation

6. Returns & Refunds

6.1            We will accept returns on any regular stocked item for a full refund within 30 days of invoice date provided the goods are in a merchandisable condition, in the original packaging and accompanied by proof of purchase

6.2            Please be aware that any special-order goods returned to us may be subject to a restocking fee of up to 50%, plus a carriage charge to send the goods back to the original supplier. This is because we get charged by our suppliers to send goods back on your behalf

6.3            We do not accept returns on some special-order items including (but not limited to) items ordered in from overseas, made to order furniture, or any bespoke or made to order products

6.4            We cannot accept returns on any products installed or assembled (except those with a manufacturing defect that was not visible before installation). You should carefully check all products before fitting and promptly report any faults or issues to the sales team for resolution. We will not pay for any re-fitting costs in any circumstance

6.5            We cannot accept returns on unwanted products which are not in their original packaging and in the condition which it was supplied to you

6.6            Returns of unsuitable or unwanted products must be actioned within 30 days of purchase

6.7            We reserve the right to refuse the return of an unsuitable or unwanted product

6.8            We may not always be able to refund you with the same payment method as the original purchase if you paid with cash, please ensure you bring a credit or debit card with you when returning goods for a refund

7. Warranty & Liability

7.1            If your products have extended warranties it is your responsibility to ensure that, where applicable, you complete the relevant guarantee forms and send to the manufacturer to activate your warranty. If you fail to register your products they may only be covered under the 12-month statutory warranty

7.2            In the event of a product defect we reserve the right to request photographs or video footage of the faulty item before an aftersales ticket is raised as this is often necessary to provide to the manufacturer of the product

7.3            We shall make good by reimbursement of the whole or part of the price, or at our option by repair or replacement, any defect occurring with normal domestic use within a 12-month period.

7.4            We will not be liable for any costs of plumbers, electricians or any other installer which may be incurred because of a faulty or unsuitable product

7.5            This warranty does not apply to any defect arising from wear and tear, incorrect use, wilful damage, accident or negligence by you or a third-party user