Terms And Conditions

Terms and Conditions

Trade users please click here

1. General

1.1. This web site is owned by and operated on behalf of Smith Bros (Quinton) Ltd - Natural Deco (‘the seller’, 'Smith Bros - Natural Deco') It’s intended for use by people living in the UK.

1.2. By viewing and using this website, you agree to be bound by the term and conditions described here.

1.3. This web site, all its content and any contract brought into being as a result of use of this website is governed by English law, or Scottish law where appropriate.

1.4. We reserve the right to change and update the content of the site as and when we feel that it’s required.

1.5. By accessing and using this website you agree that neither we nor our employees or representatives are liable for any loss or damage arising from use of any information or links to other sites available on this web site. If we were found to be liable then you further agree that we won’t liable for any indirect or consequential loss or damage arising from your use of the web site.

1.6. Smith Bros - Natural Deco haven’t necessarily reviewed other websites that are linked to from here. So we’re not responsible for their content and may not endorse what’s said on them.

1.7. The copyright for the website design and its content including all graphics, text, copy, underlying source code, software and all other materials on this web site is the property of Smith Bros - Natural Deco or their content and technology providers. Any use of materials on this web site, including reproduction, modification, distribution or re-publication of any materials on this website, without our prior written permission, is strictly prohibited.

1.8. All brand names used in the web site are trade marks or trade names of their respective holders. No permission is given in respect of the use of any of these names or titles and moreover any such use may constitute an infringement of the holders' rights.

2. Orders and terms

2.1. We only accept orders on these Terms, which contain all of the rights and obligations of both parties, subject to each party’s statutory rights. All content and material on the website are issued or published for the sole purpose of giving a general description only of the Goods offered for sale.

2.2. No variation to these Terms shall have effect unless expressly agreed in writing and signed by us.

2.3. If we make a mistake in any sales literature, quotation, price list, acknowledgement of order, invoice or other document or information, we’ll correct it as soon as we can. If there are any implications of such an error for you, the Buyer, do contact us so that we can discuss the problem and we’ll do all that’s reasonably necessary to sort the problem out, subject to these terms and conditions of course.

2.4. When you buy anything from this site, you agree to use it according to any relevant instructions, guidance or specifications that are provided for you on this site. If you don’t we can’t be held liable for any consequences.

3. Force Majeure

3.1. If we are prevented from performing our obligations to you by circumstances beyond our control, [eg an ‘Act of God’] we can suspend the contract and you have the right to cancel. If you don’t cancel but the suspension continues for longer than 90 days, either party may terminate the contract without liability for any loss caused to the other.

4. Pricing and Payment

4.1. Unless separately agreed, the price that’s due for the Goods is the price on the website at the time of ordering. Delivery charges are quoted separately and confirmed on the order form. Prices are in Pound Sterling and include VAT.

4.2. For your convenience, delivery charges, which are subject to change without notice but are binding within any given order once that order has been placed, are available for you to see, prior to ordering, on the Shipping Costs page.

4.3. When you make a purchase, credit or debit card authorisation will prompt the delivery of confirmation of order and VAT receipt to you by email. This will include the order number, our VAT number, our contact details and a full list of the ordered products, their costs and delivery charges.

4.4. We’ll only accept an order as binding after the successful processing of the buyers credit or debit card based payment transaction through the website and the UK Banking system. All transactions are processed securely through Protx, one of the largest card transaction processors in the UK, in conjunction with most UK banks. Transactions are subject to the terms and conditions and modes of operation of Protx and the national banking infrastructure. We accept Visa and Mastercard credit cards, and Maestro (UK issued only), Visa Electron, Visa Debit and Solo debit cards only.

4.5. Payment will not be deemed to have been made until after successful clearance by the Banks working through the Protx electronic clearing system and until irrefutable confirmation of such is available to Natural Deco Ltd.

5. Shipping and handling

5.1. Except for Thermafleece Insulation [see below] orders placed before 11 am on a given working day will be processed that day for 24 hour dispatch that afternoon. Orders placed after 11 am on a given working day will be processed for 24 hr dispatch the following afternoon. Occasionally, an order placed around noon may make same day dispatch. Where destinations are distant, 24 hour delivery may be less reliable.

5.2. Thermafleece Insulation is on a 3 to 5 day delivery service. You will be telephoned before the goods leave to let you know of their anticipated delivery time.

5.3. Once you have placed an order and the supply process has started, you undertake to receive the goods.

5.4. Dates quoted for delivery of the Goods cannot be guaranteed and the Seller shall not be liable for any delay in delivery, howsoever caused.

5.5. Unless special prior arrangements have been made, a signature is needed for delivery to take place. If you, the Buyer, can’t be there when delivery takes place, then an authorized person such as a neighbour can sign on your behalf provided you let us know in the special instructions section of the order form that this is your preference, giving that persons phone number and name. But do remember that if you find any reason for complaint that relates to not having checked the goods on arrival, it will complicate the complaints process if you weren’t there when the goods were delivered. Having said that, we’ll always do what we can to help sort out any problem amicably and we do understand that it’s not always possible for you to be there on delivery.

5.6. If no one is there to sign for the goods on arrival, then we may:

take the Goods back and charge the Buyer for the return transport, the cost of storage and insurance and the cost of trying again to deliver the Goods; and/or

arrange delivery of the Goods to the Buyer at the Buyer's expense and as the Buyer's agent. 5.7. Insulation. Please note Section 7 which has special terms regarding Insulation.

5.8. Once the goods are delivered, the risk of damage or loss of the Goods will pass to you, the Buyer, even when an authorized second party has signed for them.

5.9. Whilst every effort is made to ensure that all products displayed on this website are available and in stock, we are dependent upon third party manufacturers and distributors over whose procedures we have little control. Occasionally it may happen that an order cannot be fulfilled in its totality meaning that we are unable to meet required delivery times. In this event, you will be given the opportunity to:

cancel the order either partially or entirely,

to accept partial delivery, where appropriate, with the balance to be delivered at a later date or

to accept an alternative delivery date for the entire order. 5.10. Where a product is normally subject to longer delivery lead times, this will be mentioned in the product description.

5.10. If the delivery date(s) are absolutely critical to you and/or quantities of goods to be ordered are abnormally large, email us so that we can carry out an “availability check” prior to you placing an order online. Try to email us before 4 pm, Monday to Friday to give us time to get back to you by 12 noon the following day although we’ll always try to get back to you sooner where possible.

5.11. Sorry, but due to the cost and other factors stipulated by couriers, we cannot ship paint to Northern Ireland or Eire.

6. Returns Policy

Procedure: 1/ Email us telling us why you want to return the goods. 2/ Wait for a Returns Number to be emailed back to you and print out the email. 3/ Expect an email detailing an estimated time for collection of the goods and provide the driver with the printed out email containing the Returns Number. 4/ Your money will be credited to your card, less costs as detailed below.

6.1. Returns must be authorised by us. Unauthorized returns will not be accepted from the carrier. To get authorization, please send us an email explaining why you want to return the goods so that we can send you a reply email containing a Returns Number. Only then can we arrange for the goods to be returned. This is all subject to the points listed below.

6.2. We will assume that you, or your authorized representative, have checked, as far as possible, the condition of the goods when they are delivered and before signing for them to ensure that they are in serviceable condition and that the consignment consists of the correct products and quantities ordered.

6.3. You have the right to cancel your order within 14 days of receipt of goods, without giving a reason, and to return the goods in accordance with all of the terms specified here. The goods must be in their original, unopened and merchandisable condition. You will receive a refund of the cost value of the goods but not including the original shipping charge and also minus the cost of returning the goods [Please see clauses 6.7 to 6.10 below] and a 20% restocking charge in the case of coloured paint [please see section 8]. Your statutory rights are not affected.

6.4. If you want to return non-defective products 15 days or more after the day of receipt, you will be liable by Smith Bros (Quinton) Ltd - Natural Deco to pay a restocking charge equal to 25% of the order value in addition to the delivery charges detailed in 6.8 below. Such returns are not accepted after 30 days. Please remember that we may not be able to sell returned goods again.

6.5. If you find any defect in the quality or condition of the Goods, please notify us as soon as possible or, where the defect or failure was not apparent on initial inspection, within a reasonable time after discovery of the defect or failure. If you don’t do so, you can’t reject the Goods and we shall have no liability for such defect or failure. So you shall be bound to pay the price as if the Goods had been delivered in accordance with the Contract. [see Section 8 on Paints]

6.6. However, if you do report a defect in the quality or condition of the Goods in good time, we will replace the Goods (or the part in question), free of charge or refund to you (your choice) the price of the Goods (or a proportionate part of the price), in which case we shall have no further liability to you.

6.7. Any refund due to the Buyer as a result of these returns policies will be made within 30 days of date of the Buyer’s notification of intention to return the goods.

6.8. Many courier services refuse to transport some of the products - paint for example - that we sell here because they are liquids. We therefore reserve the right to use our own courier. The charge for this service, for all products except Insulation [see section 7], is a flat rate of £11.75 inclusive of VAT for all locations on the UK mainland and this charge will be deducted from the monies to be reimbursed to you by us. You would most likely find, anyway, that to return the goods yourself would cost you much more than this.

6.9. The safekeeping, and the repackaging of any goods intended for return to us is the sole responsibility of you, or any nominated party acting for or on behalf of you.

6.10. Please don’t try to send back testers and sample pots…. they’re made for you and can’t be sold on.

7. Sales of Insulation materials

Insulation is very bulky and cannot be transported by the usual couriers. Therefore it is delivered on pallets using large lorries. There are certain key requirements when you purchase Insulation. PLEASE READ THIS SECTION BEFORE ORDERING INSULATION:

7.1 Delivery will be by pallet service on a 24 hour basis [except for Thermafleece – see below].

7.2 Thermafleece is dispatched on a 3 to 4 day delivery service. You will be telephoned before the goods leave to let you know when they will arrive.

7.3 Please consider whether or not a large (sometimes 18 ton) lorry is going to be able to gain access to the front of your property. If not, please decide upon an alternative point of delivery that will allow access. If the delivery driver is unable to deliver the goods, they will be returned to base and you will be liable for the delivery charge in addition to the cost of delivering again.

7.4 It is much preferable that deliveries of Insulation are signed for by the consignee (the person who placed the order). It is acceptable to nominate a third party to sign for delivery but you MUST provide their name and telephone number on the special Instructions section of the order form. The goods will not be left without being signed for by an authorised person or the consignee. No alternative authority will be accepted. This is simply so that disputes don’t emerge when a neighbour, or other person acting on your behalf, has not managed the delivery in a suitable manner, or goods go missing having been dropped off and left insecure, and is designed to protect you as much as it is us.

7.5 If the consignee, or authorised person, is not at the delivery point when the delivery arrives, the driver will attempt to contact them by telephone using the number(s) given on the order form. If they are unable to make the delivery because no one is there to sign for it, the Goods will be returned to base, in which case you will still be liable for the delivery charge in addition to the cost of delivering again.

7.6 Once insulation has been delivered and signed for, it is your responsibility to ensure safe storage. Smith Bros - Natural Deco, nor any of our partners or suppliers, will be responsible for subsequent water damage or any other sort of damage that occurs because of inappropriate storage.

7.7 Returns of non faulty insulation 15 days of more after date of receipt will be by the customers own means and at their own cost.

8. Sales of Paint

8.1. Please note that paint has a limited shelf life of between 12 and 18 months, provided it is kept sealed in its airtight container and in a cool place.

8.2. If you choose to return a coloured paint within the 14 day ‘cooling off’ period [see clause 6.3], we apply a restocking charge equivalent to 20% of the value of the order. This is because the paint is mixed for you when you place an order. This process involves opening the tins, thereby reducing their shelf life from 12 – 18 months to just 6 months. The returned product is therefore unsaleable and, with the best will in the world, we at least need to recover the handling costs. This does not apply to white paint, which needn’t be opened for mixing, or when goods are faulty.

8.3. Paint is mixed for you on receipt of your order. Whilst this is a very precise process, neither Smith Bros - Natural Deco nor our suppliers can be held responsible for slight mismatches in colour between different paint batches. So, if you want to touch up a wall some time after painting it, we can’t guarantee that subsequently purchased paint will exactly match. [It probably will…we just can’t guarantee it]

8.4. The perceived colour and tone of paint is dependent to a large degree upon the substrate to which it’s applied and the ambient lighting conditions. With this in mind, remember also that the colour charts that appear on this website can only be close approximations – a computer monitor displaying colours is not the same as a paint on a wall. The same is true for paper colour charts or paper swatches, hand painted or printed.

9. Warranties and the use of goods

9.1. Smith Bros - Natural Deco aims to source products from such manufacturers and suppliers whose products have been subjected to high degree/standards of testing and compliance, conforming to any applicable statutory or EU requirements ensuring satisfactory results through use. Any warranties are offered in addition to your statutory rights. Any claims made under warranty are made directly to the manufacturer. All or any warranties offered by a manufacturer are solely offered by the manufacturer to the Buyer and Smith Bros - Natural Deco will not be liable for any claims made for the performance of any products sold through this website. Available warranties as provided by manufacturers are subject to the manufacturers terms and conditions, including the requirement that products are used and applied in accordance with the instructions and advice provided on the technical sheets and other guides supplied on this website.

10. Prices

10.1. All prices are displayed inclusive of VAT at 17.5%

11. Complaints procedure

11.1. We want everything on this website to be trouble free and helpful for you. But, if you do have a problem, we will do our best to respond to your complaints, comments and enquiries promptly. Please go to the Contact page on our website for details of how to get in touch, alternativly write to the address below or call us on +44(0)121 557 0077. If for any reason we are unable to resolve your complaint, we will write to you and explain why and keep you informed throughout the process.

Nothing in these conditions affects your statutory rights.

Smith Bros (Quinton) Ltd - Natural Deco is registered in England & Wales as company number 610393 with its registered office at Castle Street, Tipton, West Midlands. DY4 8HP