Prices & Payment Terms

Payment terms are on a strictly pro-forma basis – that is payment must be made in full be any goods can be dispatched.

Payment methods are available to view on the website and are available at checkout. We also accept payment via bank transfer.

Product Photos

Product photos are intended to give a general representation of the product and may not reflect the exact particulars of product received. Please note that the screen settings of phones, pads, laptops, and monitors used to view the product on the website may significantly alter the appearance of product finishes.  In this case we can accept no liability for the product being different than expected.

In some cases, the same image is used for different sizes of the same product, and as such there may be some variations of particulars in the product received to the product displayed.  The customer accepts that this image is simply giving a general representation of the product and will not hold the company liable for any returns postage costs should the product not be satisfactory.  This does not affect your right to return within 30 days of dispatch or your statutory rights.

Stock Availability and Out of Stock Products

On occasion, we may be out of stock of an item on your order.  If this is the case, we will inform you promptly and give you the option of cancelling that item from your order for a refund, swapping it to an alternative product, or holding that part of the order on backorder to be dispatched when the item comes back into stock.

Carriage & Delivery

Delivery is charged on all orders due to the nature of the product.  Delivery charges are based on most mainland UK addresses (Excluding Highlands & Islands of Scotland, Isle of Man and Northern Ireland where additional charges may apply).

We reserve the right to choose the carrier your order is shipped by.

We aim to dispatch all orders placed before 1pm same day, although during busy periods please allow up to 3 working days for dispatch.

All orders will be booked on a next day service (Eng. & Wales only).  Scottish Highlands, Islands, NI, and other outlying postcodes may be dispatched on a 2–3-day service and there may be additional shipping charges.

If you have any special delivery instructions, please provide this to us as soon as possible.

All delivery times are estimations only and should not be relied upon as 100% accurate. Performance of the carriers is completely outside of our control. We strongly recommend that any tradesmen are NOT booked until the goods are received and checked for accuracy.

Where a direct delivery is required to a ‘site’ or ‘one-off’, there may be a supplementary charge and also for delivery to ‘congestion charge’ areas, docks, wharves, container bases etc.

Any Customer that operates a ‘Booking-in’ procedure must advise this clearly on their order and there may be an additional charge.

Any delivery estimates advised are estimates only and may change due to circumstances outside of our control.  Delivery estimates are given in good faith and we do not accept responsibility for any loss which may result from a late delivery.

Shortages, Non-Delivery, & Damaged in Transit

Once goods have been delivered, they become the Customer’s responsibility and should be signed for and checked in promptly. Any discrepancies must be advised to us straightaway, with all reports sent to sales@nuevoproducts.co.uk.

If a consignment is not received, we must be notified within 14 days of our dispatch date to enable us to claim from our carrier. We would appreciate it if you could wait for 7 days after dispatch to allow goods to arrive before reporting non-delivery.

Incorrect or Faulty Goods, Quality and Product Liability

In unlikely the event of damaged or faulty products we require this to be reported to sales@nuevoproducts.co.uk along with photographs and/or videos of the damage/fault. We may, at our discretion, send a pre-paid returns label for full refund upon return, issue immediate refund and allow you to keep the goods or, in the case of tarnished products or fully functional products, offer a partial refund and allow you to keep the goods.  Photographs must be provided showing satisfactory evidence of fault or damage for a partial refund to be offered.

If you would prefer replacements to be sent, we can send these (stock permitting) out upon receipt of the returned goods.

Please ensure that you include your order number / returns number with all returns, without this your return cannot be processed and no refunds/replacements will be issued.

All returns will be processed, and refunds issued within 7 days of receipt of the returned goods following inspection.  We will NOT be able to make any refund until the returned goods are received.

No liability will be accepted for any loss of a consequential nature.

Where we have supplied samples to a Customer, it is their responsibility to check suitability.

No liability will be accepted for goods which have been used for a purpose other than the purpose for which they were intended, not fitted or maintained correctly, or have been abused.

Cancellation and Returns

We accept all cancellations and returns within 30 days of the dispatch date.

The buyer is responsible for return shipping.  We will not issue a refund on cost of shipping goods out unless the return/cancellation is due to our error.

If you would like to cancel an order that has not yet been dispatched, please email us within 1 hour of placing your order.  We will do our best to cancel your order, however given how many orders we dispatch and how quickly we dispatch them we not always be able to.  An order may be physically dispatched but may not have updated as dispatched on the website or your order history.  In this case we will still be unable to cancel your order.

If we are unable to cancel your order, this does not affect your right to return, and you can still return the goods within 30 days of the dispatch date.  The customer is responsible for returns postage.

We accept no liability for the returns cost on orders that were requested to be cancelled but we were not able to.  The customer accepts this and confirms that they are responsible for the return postage costs.

Under the Consumer Protection Regulation (2000), the customer has the right to cancel their contract with Nuevo Products within 14 days of receiving the goods.  We have extended this to 30 days from the point of dispatch.  In the event of delayed delivery such that this may make the 30 days from the point of dispatch period shorter than the 14 days from delivery period, the longer of the two periods will apply.

Statutory Rights

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described goods.  For further information about your statutory rights, contact your local authority Trading Standards Department, Consumer Direct or your local Citizens Advice Bureau.

General

Orders are accepted on the basis of our trading Terms & Conditions. Our terms & conditions of sale will always supersede any terms & conditions of purchase you wish to trade under.

We reserve the right to make specification changes when necessary and without notice.

All orders will be treated as contracts under English Law.