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Delivery and Returns Policy

Date of last update: 3rd July 2026

1. About this policy

This Delivery and Returns Policy explains how we dispatch, deliver, return and refund products bought through the TrueNewel website.

It applies to purchases made through:

truenewel.com

It also applies to any other TrueNewel website, sales page or checkout operated by Syxth Limited trading as TrueNewel, unless a different delivery or returns policy is clearly shown.

This policy forms part of our Terms and Conditions of Sale.

Nothing in this policy affects your statutory rights.

2. Who we are

The TrueNewel website is owned and operated by Syxth Limited trading as TrueNewel.

We are registered in England and Wales under company number 09221533.

Our registered office and principal place of business is:

The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

You can contact us by email at:

support@truenewel.com

We are not currently VAT registered and do not charge VAT on our products.

3. Products covered by this policy

This policy applies to TrueNewel products sold through our website.

This may include:

  • TrueNewel saw guides;
  • size-specific TrueNewel guide models;
  • flat-pack kits;
  • ready-assembled kits;
  • saw kits;
  • screws, glue or accessories supplied with a kit;
  • future sizes, versions, accessories or product variations shown on the website.

Each TrueNewel guide is designed for the specific post size stated on the relevant product page. For example, TrueNewel 90 is designed for 90mm square newel posts. Future versions may be made for other post sizes.

Please check the product page carefully before ordering.

4. Where we deliver

We mainly deliver to addresses in the United Kingdom.

The delivery options available for your order will usually be shown during checkout.

We may also offer delivery to other countries or territories from time to time. Where international delivery is available, the options and charges will normally be shown at checkout.

If we are unable to deliver to your address, we will contact you and, where appropriate, cancel and refund your order.

5. Delivery charges

Delivery charges, where applicable, will be shown before you complete your order.

Delivery charges may depend on:

  • the product ordered;
  • the size and weight of the parcel;
  • the delivery address;
  • the delivery service selected;
  • whether the order qualifies for free delivery;
  • any promotion or offer available at the time.

Some products or offers may include delivery in the product price. Others may show delivery as a separate charge at checkout.

We may change delivery charges at any time, but this will not affect orders we have already accepted.

6. Free delivery

We may offer free delivery on selected products, order values, delivery services or promotional offers.

If free delivery applies to your order, this will usually be shown on the product page, basket page, checkout page or promotion details.

Free delivery may be withdrawn or changed at any time, but this will not affect orders we have already accepted.

7. Dispatch times

Estimated dispatch times are shown on the product page, basket page, checkout page, order confirmation or delivery information page.

We aim to dispatch orders as quickly as reasonably possible.

Dispatch times may vary depending on:

  • product availability;
  • kit option selected;
  • whether the product is flat-pack or ready assembled;
  • order volume;
  • time of year;
  • stock of materials and components;
  • whether we need to contact you about your order.

Dispatch times are estimates unless we clearly state otherwise.

8. Working days

When we refer to working days, we usually mean Monday to Friday, excluding bank holidays and public holidays in England.

Orders placed during weekends or bank holidays will usually be treated as received on the next working day.

9. Busy periods and delays

During busy periods, dispatch or delivery may take longer than usual.

This may happen during:

  • product launches;
  • promotional periods;
  • seasonal peaks;
  • public holidays;
  • supply delays;
  • courier or postal disruption;
  • unexpected production or packing delays.

If we believe there will be a significant delay with your order, we will try to contact you using the details you provided.

10. Delivery services

We may use Royal Mail, couriers, parcel services or other delivery providers depending on the product, delivery address, parcel size, service selected and availability.

The delivery service used may vary from order to order.

Where tracking is available, tracking details may be included in your dispatch email or sent separately.

Not all delivery services include full tracking.

11. Delivery estimates

Delivery estimates are given as a guide only.

The total time for your order to arrive is usually made up of:

  1. the time needed to process, pack and dispatch your order; plus
  2. the time taken by the delivery provider after dispatch.

Delivery may be affected by postal delays, courier delays, severe weather, strikes, bank holidays, customs checks, incorrect addresses, failed delivery attempts, or high seasonal demand.

Unless we clearly say otherwise, delivery dates are not guaranteed.

If you need a product for a particular project date, please order as early as possible.

12. Delivery address

You are responsible for providing a complete and accurate delivery address.

Please check your delivery address carefully before placing your order.

We are not responsible for delays, failed delivery, loss or additional costs caused by incorrect or incomplete delivery information supplied by you.

This includes mistakes with:

  • house number or name;
  • street name;
  • postcode;
  • town or city;
  • country;
  • business name;
  • flat, unit or apartment number;
  • recipient name.

If you realise the delivery address is wrong, please contact us as soon as possible at:

support@truenewel.com

We will do our best to help, but we may not be able to change the address once the order has been processed, packed or dispatched.

13. Missed deliveries and collection

If a delivery attempt is made while no one is available, the delivery provider may leave a card, send a notification, leave the parcel in a safe place, deliver it to a neighbour, or hold it for collection.

Please follow the delivery provider’s instructions.

If the parcel is not collected or rearranged within the time allowed by the delivery provider, it may be returned to us.

If this happens, we may ask you to pay the reasonable cost of redelivery.

14. Safe places and delivery instructions

Where delivery instructions are provided, the delivery provider may use them at their discretion.

If you ask for a parcel to be left in a safe place, with a neighbour, in a porch, shed, outbuilding or other location, this may increase the risk of loss, theft or weather damage.

We are not responsible for loss or damage caused by unsafe delivery instructions supplied by you.

15. Delayed deliveries

If your order has been dispatched but has not arrived within the expected time, please contact us.

Email:

support@truenewel.com

Please include your order number and delivery postcode.

We may ask you to allow a reasonable amount of time for the delivery provider to deliver the parcel, especially during busy periods or where postal delays are known.

If a parcel appears to be lost, we will work with you and the delivery provider to find a fair solution.

16. Lost parcels

If your parcel is confirmed as lost by the delivery provider, or if we reasonably believe it has been lost, we will look into the matter and decide the fairest way to resolve it.

Depending on the circumstances, we may offer:

  • a replacement;
  • a refund;
  • a partial refund;
  • another fair solution.

We may not be able to offer a free replacement or refund where the parcel was lost because of incorrect delivery details, unsafe delivery instructions, failure to collect, refusal of delivery, or other circumstances caused by the customer.

17. Damaged parcels

If your order arrives damaged, please contact us as soon as possible.

Email:

support@truenewel.com

Please include:

  • your order number;
  • photographs of the damaged item;
  • photographs of the outer packaging;
  • photographs of the inner packaging;
  • a photograph of the delivery label, where possible.

Please keep the item and packaging until we have reviewed the issue.

This helps us understand what happened and, where appropriate, raise the issue with the delivery provider.

18. Orders returned to us

If an order is returned to us by the delivery provider, we will try to contact you.

An order may be returned to us because:

  • the address was incomplete or incorrect;
  • delivery was refused;
  • the parcel was not collected;
  • the recipient was unavailable;
  • the delivery provider could not access the address;
  • the parcel was damaged in transit;
  • the delivery provider was unable to complete delivery.

If the return was not your fault, we will work with you to find a fair solution.

If the return was caused by incorrect information supplied by you, failure to collect, refusal of delivery, or another customer-related issue, we may ask you to pay the reasonable cost of redelivery.

19. Please contact us before returning anything

Before sending anything back to us, please contact us first.

Email:

support@truenewel.com

Please include:

  • your order number;
  • your name;
  • the email address used for the order;
  • a brief explanation of the reason for the return;
  • photographs if the item is damaged, faulty, incorrect or not as expected.

Contacting us first helps us deal with your return properly and makes sure you receive the correct return instructions.

Please do not return items without contacting us first, as this may delay your refund or replacement.

20. Change-of-mind returns

If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days after the day you receive the product.

You then usually have another 14 days to return the product to us.

To cancel, please email:

support@truenewel.com

You must clearly tell us that you wish to cancel.

The product should be returned unused, complete, in a resaleable condition, and with its original packaging where reasonably possible.

Unless the item is faulty, damaged, not as described, or we have made an error, you are responsible for the cost of returning the item to us.

21. Condition of returned products

Returned products should be sent back in reasonable condition and packaged carefully.

For change-of-mind returns, the product should be:

  • unused;
  • unassembled, where supplied as a flat-pack kit;
  • complete;
  • clean;
  • undamaged;
  • free from saw marks or screw-use marks;
  • returned with supplied parts and accessories;
  • returned with original packaging where reasonably possible.

We may reduce a refund if the value of the product has been reduced because it has been handled more than necessary, assembled, glued, used, damaged, altered, marked by a saw, screwed to a post, or returned incomplete.

In some cases, the reduction may be the full product price if the item can no longer reasonably be resold.

This does not affect your statutory rights if the product was faulty, damaged when received, incorrect or not as described.

22. Flat-pack kit returns

If you buy a flat-pack kit and change your mind, please contact us before assembling it.

A flat-pack kit should be returned unused, unassembled, complete and in resaleable condition.

Once a flat-pack kit has been glued, assembled, damaged, altered, screwed to a post, or used with a saw, it may no longer be suitable for resale and your refund may be reduced.

Please do not use the supplied glue if you are unsure whether you want to keep the product.

This does not affect your statutory rights if the product is faulty, damaged when received, incorrect or not as described.

23. Ready-assembled kit returns

If you buy a ready-assembled kit and change your mind, it should be returned unused, complete and in resaleable condition.

A ready-assembled guide that has been screwed to a post, marked, cut into, damaged, altered, used with a saw, or returned incomplete may no longer be suitable for resale and your refund may be reduced.

This does not affect your statutory rights if the product is faulty, damaged when received, incorrect or not as described.

24. Saw kit returns

If you buy a saw kit and change your mind, the saw and guide should be unused, complete and returned in resaleable condition.

A saw that has been used, damaged, marked, or returned without packaging or accessories may reduce the refund available.

Please handle and package sharp tools carefully when returning them.

This does not affect your statutory rights if the product is faulty, damaged when received, incorrect or not as described.

25. Used products and saw wear

TrueNewel guides are practical cutting guides and are designed to be sacrificial during use.

The saw may mark, wear or cut into guide faces during normal use.

Once a product has been used with a saw, screwed to a post, cut into, marked or otherwise used for a project, it may no longer be returnable for a change-of-mind refund.

Normal saw marks, guide-face wear, screw marks or project-use marks are not normally considered faults.

This does not affect your statutory rights if the product was faulty, damaged when received, incorrect or not as described.

26. Faulty, damaged or incorrect items

We take care when packing and sending orders. However, if something goes wrong, please contact us as soon as possible.

If your item arrives damaged, faulty, incorrect or not as described, please email:

support@truenewel.com

Please include:

  • your order number;
  • your name;
  • a brief description of the problem;
  • clear photographs of the item and packaging, where relevant.

If the issue is our fault, we will put it right.

Depending on the circumstances, this may involve:

  • a replacement;
  • a repair, where appropriate;
  • a partial refund;
  • a full refund;
  • another fair solution.

We may ask you to return the item to us before we issue a refund or replacement.

Where the item is faulty, damaged, incorrect or not as described because of something we have done, we will not expect you to pay the reasonable cost of returning it where a return is needed.

27. What is not normally treated as a fault

The following are not normally treated as product faults:

  • expected saw marks after use;
  • normal guide-face wear from the saw blade;
  • screw marks after fixing the guide to a post;
  • damage caused by incorrect assembly;
  • damage caused by using the guide before glue has cured;
  • damage caused by incorrect positioning or fixing;
  • damage caused by using an unsuitable saw;
  • damage caused by misuse or unsafe use;
  • poor results caused by cutting in the wrong place;
  • poor results caused by not following instructions;
  • poor results caused by using the wrong size guide for your post;
  • poor results caused by a twisted, unsuitable or out-of-square post;
  • cosmetic variations in MDF, acrylic, screws or other materials that do not affect normal use.

28. Customer responsibility for suitability

TrueNewel products are size-specific.

You are responsible for checking that the product you order is suitable for your project before use.

This includes checking:

  • the size of your existing newel post;
  • the shape and condition of your post;
  • whether your post is square enough for the guide;
  • whether you have bought the correct TrueNewel model;
  • whether you have enough access to use a hand saw safely;
  • the instructions supplied with your stair refurbishment kit;
  • the correct cut position and height.

If you are unsure, please seek advice from a qualified joiner, carpenter, stair fitter or other competent professional before ordering or using the product.

29. Return postage costs

Unless the item is faulty, damaged, incorrect, not as described, or we have made an error, you are responsible for return postage costs.

If the item is faulty, damaged, incorrect or not as described because of our mistake, we will cover the reasonable cost of return postage where a return is needed.

Please contact us before returning the item so we can agree the best way to deal with it.

We recommend using a tracked delivery service when returning items.

We cannot refund or replace items that are lost on their way back to us unless the loss is our responsibility.

30. Original delivery charges

Where you return an item under your normal online cancellation rights, we will refund the standard delivery cost you paid for the original order, if applicable.

If you selected a more expensive delivery option than the least expensive standard delivery option available, we may only refund the cost of the least expensive standard delivery option.

Where delivery was included in the product price, there may be no separate delivery charge to refund.

31. Refund timings

Where a refund is due, we will usually refund you using the same payment method used for the original order.

We will process refunds as soon as reasonably possible.

For returned items, we may wait until we have received the item back, or until you provide evidence that you have sent it back, before processing the refund.

Once a refund has been processed, it may take additional time for your bank, card provider, payment provider or platform to show the money in your account.

32. Items returned without agreement

Please contact us before returning anything.

If you return an item without contacting us first, and the item is not eligible for return, we may not be able to refund you.

If you want the item sent back to you, we may ask you to pay the reasonable cost of redelivery.

33. Sale items and discount codes

Your statutory rights are the same whether you bought an item at full price, in a sale, or using a discount code.

If a refund is due, we will refund the amount you actually paid after any discount, not the original full price.

34. Exchanges

We do not usually offer exchanges as a standard process.

If you ordered the wrong guide size or kit type, please contact us before using or assembling the product.

If the item is unused, complete and in resaleable condition, you may be able to return it and place a new order for the correct product.

If the product has already been assembled, glued, screwed to a post, used with a saw, damaged or marked, we may not be able to accept it back for a change-of-mind exchange or refund.

35. Your statutory rights

Nothing in this policy affects your statutory rights.

You still have legal rights if goods are faulty, damaged, not as described, or not of satisfactory quality.

This policy explains our usual approach, but it does not replace or reduce the rights you have under UK consumer law.

36. Contact us

If you have any questions about delivery, returns or refunds, please contact:

Syxth Limited trading as TrueNewel
The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

Email:

support@truenewel.com

Company number:

09221533

We are not currently VAT registered and do not charge VAT on our products.