Delivery & Returns

Order Queries:

Please contact our Head Office on 02476308100, during normal business hours, currently Mon-Fri 8.30am-6pm, or e-mail us on sales@ney.co.uk  and we will contact you ourselves to deal with any issues.

Deliveries:

We can deliver anywhere within Mainland UK and Republic of Ireland, within usual working hours. If you require any deliveries outside of these hours or locations, such as a delivery to your premises on the weekend please contact us.

Next-day orders must be placed before 17:00.

Returns:

Please note if goods are over-ordered or ordered incorrectly by you, we will usually charge a re-stocking fee of 15%, goods need to be returned to us at your cost in their original packaging and re-saleable condition, within 2 weeks from sale. You must contact us before any returns are made.

We cannot do this for specially ordered items.

Faulty goods:

Please note that we may require photographic evidence and return of the goods.

Cancellations:

We accept cancellations of orders, the notification to us must be made within 1 hour of placing the order.

Refunds:

Will only be issued to account holders, once Credit Notes are issued. No refunds to any third parties in any situation.

PRODUCT CARE, GUARANTEE & REPLACEMENT POLICY

Doors and accessories from the Infinity and deNovo ranges in the NEY Door Collection carry a guarantee of 5 years from date of invoice, against defects in materials only.

Doors should be cleaned using a damp cloth using a very mild solution of water and household detergent (non-abrasive) with a minimum amount of moisture. No water should be left on the surface for any length of time and should be dried using a soft, clean cloth.

NEY will not accept any liability for damage caused by excessive use of detergents or cleaning materials containing solvents.

To prevent heat damage we advise the following precautions:-

i.              Extractors are always used above working hobs.

ii.             Heat deflectors should be fitted around Built-in/under ovens and ranges to minimise heat emissions.

iii.            Not positioning kettles, toasters etc. in locations where the heat or steam they omit will over a period of time damage wrapped products.

If storing product for any period of time we recommend you do so flat in a dry environment. NEY cannot be held responsible if product is stored or installed in a newly plastered or damp environment.

Where a product is damaged or sub-standard when receiving delivery, it is the Buyers responsibility to sign the delivery documents as damaged. If damaged goods are received, in order to speed the replacement process, the Sales Office require photographic evidence of the damage along with a list of items and a copy of the delivery document which states the damage. Chargeable replacements will be ordered and manufactured and a request will be sent to the Area Sales Representative to arrange collection and credit of the faulty product.  Any faulty doors should not be used,i.e. drilled or fitted, without prior agreement with Ney Ltd.

If product has already been installed it is reasonable to assume that they met with the Buyers quality standards before installation. We cannot be held responsible for faults if not informed prior to installation.

If product has been installed and a fault found, NEY will issue a chargeable replacement, the Area Sales Representative will then endeavour to collect the goods for inspection and credit. NEY request that the Buyer, where possible, forward photographic evidence of the fault and details of the original invoice for NEY to process the claim.

Please note that in the event of a proven manufacturing defect, NEY’s liability will not exceed the value of the defective product and accept no liability for any consequential loss, loss of profits, third party claims or refitting charges.

HANDLING AND STORAGE INSTRUCTIONS:

Our doors are heavy and can be damaged if they are not handled carefully.

Do not drag doors or slide them across one another, as this can result in chipping damage or scratching. Handling damage is not considered a factory defect.

Doors must be stored in a dry, well ventilated area in an enclosed building.

Do not deliver doors to the job site until concrete floors, foundations and plastering is completed and fully dry. Never store doors outside, exposed to the elements.

Do not subject doors to extremes of heat, dryness or humidity. Temperature should not exceed 40º C.

Doors should be stored flat on a level surface in a dry, ventilated area to prevent bowing.

It is very important to support the centre of the doors to prevent them from sagging in the middle. Do not lean doors against the wall.

All of our purchases are covered by our terms and conditions which can be viewed at https://store.ney.co.uk/terms-conditions