Terms and Conditions of Sale

Date of last update: 3rd July 2026

1. About these terms

These Terms and Conditions of Sale explain how we sell products through the TrueNewel website and what you can expect from us when you place an order.

Please read them carefully before placing an order.

By placing an order through our website, you agree to these terms.

These terms do not affect 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. Website covered by these terms

These terms apply to purchases made through:

truenewel.com

They also apply to any other TrueNewel website, sales page or checkout operated by Syxth Limited trading as TrueNewel, unless different terms are clearly shown.

4. Our products

TrueNewel sells practical DIY stair-refurbishment products.

Our main products are saw guides designed to help DIY stair refurbishers cut existing square stair newel posts more accurately.

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 stair newel posts. Future TrueNewel versions may be created for other post sizes if there is enough demand.

Products may be available in different kit options, which may include:

• a flat-pack kit;
• a ready-assembled kit;
• a saw kit;
• screws;
• glue, where supplied with a flat-pack kit;
• instructions;
• other accessories, sizes, versions or product variations shown on the website from time to time.

Product details, prices, kit contents, compatibility information, delivery information and important safety notes are shown on the relevant product page.

We may change, remove or discontinue products at any time. This will not affect orders we have already accepted.

5. Product purpose

TrueNewel products are saw guides.

They are designed to help guide a suitable hand saw when cutting an existing square stair newel post during stair refurbishment.

Each guide is size-specific. You must use the correct TrueNewel model for the newel post size shown on the product page.

TrueNewel products are not:

• drilling jigs;
• dowel-hole guides;
• spigot-hole guides;
• structural assessment tools;
• professional installation services;
• guarantees of a perfect cut;
• replacements for the instructions supplied with your stair refurbishment kit;
• replacements for professional advice from a qualified joiner, carpenter or installer.

TrueNewel helps guide the saw once you have measured, marked, positioned and fixed the guide correctly.

6. Product sizes and model-specific use

TrueNewel products are made for specific newel post sizes.

The size or model name of the guide does not mean it will fit every staircase. You must check the actual size, shape and condition of your own post before ordering and before cutting.

For example, TrueNewel 90 is intended for 90mm square posts. If your post is not 90mm square, you should not assume that TrueNewel 90 will be suitable.

Future TrueNewel models may be made for other post sizes. Those products will have their own size information on the relevant product pages.

You are responsible for choosing the correct TrueNewel guide for your project.

7. Suitability

Before buying, you must check that the product is suitable for your project.

A TrueNewel guide may not be suitable for every staircase, post, refurbishment kit, saw, access situation or customer skill level.

Unless the relevant product page clearly says otherwise, TrueNewel products are not intended for:

• half-newel posts fixed against a wall;
• posts that are badly twisted;
• posts that are heavily out of square;
• posts that are a different size from the guide ordered;
• posts with heavy rounding, unusual profiles, boxing-in, coverings or alterations that prevent the guide fitting correctly;
• posts where there is not enough access to use a hand saw safely;
• deciding where your stair refurbishment kit requires the cut;
• drilling dowel holes, spigot holes or fixing holes for your replacement post;
• cutting structural stair parts where you are unsure whether the cut is safe or suitable.

You are responsible for checking product suitability before use.

If you are unsure, please ask a qualified joiner, carpenter, stair fitter or other competent tradesperson before buying or using the product.

8. Important before cutting

Cutting an existing stair newel post is an irreversible job.

Once the post has been cut, it cannot simply be restored to its original state.

Before cutting, you should:

• read the TrueNewel instructions;
• read the instructions supplied with your stair refurbishment kit;
• check that the guide size matches your post size;
• check that the product is suitable for your post;
• check the correct cut height;
• mark carefully;
• measure more than once;
• check any lower guide line or reference line shown in the instructions;
• make sure the guide is securely fixed;
• make sure your saw is suitable;
• make sure you can cut safely;
• seek professional advice if unsure.

Do not cut structural stair parts unless you are confident the cut is suitable, safe and appropriate for your project.

9. Customer responsibility

The final result depends on several factors, including:

• choosing the correct TrueNewel model for your post size;
• the condition of your existing newel post;
• accurate measuring;
• correct marking;
• correct positioning of the guide;
• secure fixing;
• correct assembly, where using a flat-pack kit;
• the saw used;
• how carefully the cut is made;
• access around the post;
• the instructions supplied with your stair refurbishment kit;
• your skill and confidence using hand tools.

We are not responsible for poor results caused by incorrect measuring, incorrect positioning, choosing the wrong guide size, unsuitable posts, unsuitable saws, poor fixing, unsafe use, cutting in the wrong place, or failure to follow instructions.

If you are not confident carrying out the work, please use a qualified tradesperson.

10. Flat-pack kits

If you buy a flat-pack kit, you are responsible for assembling it correctly before use.

Please follow the supplied assembly instructions carefully.

The flat-pack kit may include glue. You must allow the glue to cure properly before using the product.

Do not use the guide before it is properly assembled, bonded, dry and ready for use.

Incorrect assembly may affect accuracy, safety and product performance.

11. Ready-assembled kits

If you buy a ready-assembled kit, it will usually arrive assembled and ready for normal use, subject to reading the instructions and checking suitability before cutting.

You must still check that the guide is the correct size for your newel post and that it is suitable for your project.

A ready-assembled kit does not remove the need to measure carefully, position the guide correctly, fix it securely and use a suitable saw.

12. Saw kits

If you buy a saw kit, the supplied saw is included to provide a suitable saw option for use with the guide.

You are responsible for using the saw carefully and safely.

The saw is a sharp hand tool and should be kept away from children.

Please follow normal hand-tool safety precautions.

13. Disposable and sacrificial nature of the product

TrueNewel guides are designed as practical, affordable, disposable one-project cutting guides.

They are sacrificial guides. The saw runs through or against the guide faces during use, so marks, wear and cutting damage are expected.

They are not permanent workshop tools.

Normal saw marks, guide-face wear, MDF wear, acrylic wear, screw-hole wear or other signs of use are not normally considered faults once the product has been used.

14. Placing an order

To place an order, you will usually need to:

1. choose the product, size or kit you would like to buy;
2. check the product suitability information;
3. add the product to your basket;
4. check your order carefully;
5. enter your delivery and contact details;
6. choose a delivery method, where options are available;
7. complete payment.

Before placing your order, you will have the chance to check and correct your details.

Please make sure your email address and delivery address are correct, as we will use these to contact you and send your order.

15. Order acknowledgement and acceptance

After you place an order, you should receive an order acknowledgement by email.

This confirms that we have received your order, but it does not necessarily mean that we have accepted it.

Your order is accepted when we either:

• confirm that we have accepted it;
• mark your order as being processed;
• pack your order;
• dispatch your order.

If we cannot accept your order, we will contact you and refund any payment you have already made for that order.

16. When we may refuse or cancel an order

We may refuse or cancel an order if, for example:

• the product is unavailable;
• we cannot obtain suitable materials or components;
• there is an error in the product price or description;
• payment is not authorised;
• the order appears fraudulent or suspicious;
• delivery is not available to your address;
• an event outside our reasonable control prevents us from fulfilling the order.

If we cancel an order before it has been dispatched, we will refund the amount you paid for the cancelled item.

17. Prices

Product prices are shown on our website.

We may change prices at any time, but price changes will not affect orders we have already accepted.

We are not currently VAT registered and do not charge VAT on our products. This means our receipts and order confirmations will not show VAT as a separate amount.

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

Where delivery is included in the product price, this will usually be made clear on the website.

18. Payment

You must pay for your order during checkout.

We accept the payment methods shown on the website at the time you place your order.

Payments are handled securely by third-party payment providers. We do not normally see or store your full card details.

If payment is not authorised, we may not accept or process your order.

If you believe there is a payment issue, please contact us at:

support@truenewel.com

19. Dispatch and delivery

Dispatch and delivery information is shown on the website and in our Delivery and Returns Policy.

Delivery estimates are not guaranteed unless we clearly say otherwise.

We are not responsible for delays caused by postal services, couriers, customs, weather, strikes, incorrect addresses, failed delivery attempts, or other events outside our reasonable control.

20. Incorrect delivery details

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

If you provide an incorrect or incomplete address, your order may be delayed, returned to us, or lost.

If an order is returned to us because of an incorrect address, failed delivery, refusal to accept delivery, or failure to collect from a delivery office, we may ask you to pay the reasonable cost of redelivery.

21. Changing or cancelling an order before dispatch

If you need to change or cancel an order, please contact us as soon as possible at:

support@truenewel.com

We will do our best to help.

However, we may not be able to change or cancel an order once it has been packed or dispatched.

22. Cancellation rights

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 a further 14 days to return the product to us.

To cancel, you must clearly tell us that you wish to cancel. You can do this by emailing:

support@truenewel.com

Returned products should be unused, complete, in a resaleable condition, and returned with their original packaging where reasonably possible.

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

23. Used, assembled or damaged products

You may inspect a product in the same way you would in a shop.

However, TrueNewel products are practical cutting guides and may lose value once they are assembled, glued, screwed to a post, used with a saw, cut into, damaged, marked, or returned incomplete.

If you return a product that has been used, assembled, glued, altered, damaged, marked by a saw, or returned incomplete, we may reduce your refund to reflect the loss in value.

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 is faulty, damaged when received, not as described, or we have made an error.

24. Flat-pack kit returns

If you buy a flat-pack kit and then 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.

This does not affect your statutory rights if the product is faulty, damaged when received, not as described, or we have made an error.

25. Ready-assembled kit returns

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

Once a ready-assembled kit has been screwed to a post, used with a saw, cut into, damaged, altered or returned incomplete, it 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, not as described, or we have made an error.

26. Saw kit returns

If you buy a saw kit and want to return it because you have changed 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 sharp tools carefully when returning them.

27. 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, repair, partial refund, full refund, or another fair solution.

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

Nothing in these terms limits your statutory rights.

28. What is not normally treated as a fault

The following are not normally treated as product faults:

• expected saw marks after use;
• normal wear from the saw blade;
• damage caused by incorrect assembly;
• damage caused by using the guide before glue has cured;
• damage caused by choosing the wrong guide size;
• damage caused by using the guide on an unsuitable post;
• 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 a twisted, unsuitable or out-of-square post;
• cosmetic variations in MDF, acrylic, screws or other materials that do not affect normal use.

29. Product images, diagrams and videos

Product images, diagrams and videos are provided to help explain the product and how it is used.

They are for guidance only.

The appearance of materials, colours, components, packaging and kit contents may vary slightly.

Videos and diagrams do not replace the written instructions supplied with the product or the instructions supplied with your stair refurbishment kit.

You are responsible for checking suitability, measuring correctly and using the product safely.

30. Instructions and advice

Any instructions, videos, diagrams, website information, FAQs or support messages we provide are general guidance only.

They are not a substitute for professional advice.

Every staircase and refurbishment project is different.

If you are unsure about the safety, structure, suitability, measurements, cutting height, replacement parts, stair kit instructions or your ability to complete the work, please seek advice from a qualified joiner, carpenter, stair fitter or other competent professional.

31. Need another size?

If your post size is not currently covered by a TrueNewel product, you may contact us to register interest in a future size.

Submitting an enquiry about another size does not mean that we will make that size, accept an order, or guarantee future availability.

Any future sizes, custom sizes, trade versions or special runs may be subject to separate product information, pricing, availability and terms.

32. Trade and wholesale enquiries

We may accept trade, wholesale, sample, custom-size or partnership enquiries.

Any trade supply, wholesale arrangement, custom product, sample supply or business-to-business agreement may be subject to separate terms.

Unless separate terms are agreed in writing, these terms apply to purchases made through the website.

33. Returns

Our returns process is explained in our separate Delivery and Returns Policy.

Before returning an item, please contact us at:

support@truenewel.com

This helps us deal with your return properly and give you the correct return instructions.

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

We recommend using a tracked delivery service when returning items.

34. Refunds

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

Refund timing may depend on your bank, card provider, payment provider, or platform.

Where you return a product to us, we may wait until we have received the returned item, or evidence that you have sent it back, before processing the refund.

We may reduce a refund if a returned non-faulty item has been handled more than necessary, used, assembled, damaged, altered, marked by a saw, or returned incomplete.

35. Offers, discounts and promotions

From time to time, we may offer discount codes, sales, bundles, free delivery offers or other promotions.

Promotions may be subject to separate terms, expiry dates, product exclusions or order value requirements.

We may withdraw or change promotions at any time, but this will not affect orders we have already accepted.

Only one discount code may be used per order unless the website clearly allows otherwise.

36. Intellectual property

All designs, photographs, text, graphics, product layouts, website content, branding, instructions, diagrams, videos and other materials on our website belong to us or our licensors unless stated otherwise.

You must not copy, reproduce, sell, distribute, modify or use our content for commercial purposes without our written permission.

This includes copying the TrueNewel product design, instructions, photographs, diagrams, videos, website layout or product wording for competing products or listings.

37. Privacy

We will handle your personal data in accordance with our Privacy Policy.

This includes information needed to process your order, deliver your order, handle customer service, respond to enquiries, process payments, prevent fraud, meet legal obligations, and run our business.

38. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We are not responsible for losses that are not foreseeable.

We are not responsible for business losses. Our products are sold mainly for DIY, domestic and project use. If you buy products for business, resale, professional installation, trade or commercial use, we will not be liable for loss of profit, loss of business, business interruption, loss of goodwill, loss of opportunity, or loss of data.

We are not responsible for damage to your staircase, newel post, refurbishment kit, property, tools, flooring, decoration, fixtures or fittings caused by incorrect measuring, incorrect cutting, choosing the wrong guide size, unsuitable use, unsafe use, failure to follow instructions, or using the product on an unsuitable project.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights;
• any matter where the law does not allow us to limit or exclude liability.

39. Events outside our control

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include postal or courier delays, strikes, extreme weather, fire, flood, illness, power failure, machinery breakdown, supply issues, internet failure, payment provider issues, changes in law, or other events we could not reasonably prevent.

If such an event affects your order, we will contact you where reasonably possible and try to find a fair solution.

40. Changes to these terms

We may update these terms from time to time.

The terms that apply to your order are the terms shown on the website at the time you place your order.

We recommend saving or printing a copy for your records.

41. If there is a problem

If you have a problem with your order, please contact us first so we can try to put things right.

Email:

support@truenewel.com

Please include your order number, name and a short explanation of the issue.

We aim to deal with problems fairly and practically.

42. Governing law and jurisdiction

These terms are governed by the law of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also have rights under the laws of that part of the UK.

Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

43. Company details

This website is operated by:

Syxth Limited trading as TrueNewel
Company number: 09221533
Registered in England and Wales

Registered office and principal place of business:

The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

Email:

support@truenewel.com

We are not currently VAT registered and do not charge VAT on our products.Terms and Conditions of Sale

Date of last update: 3rd July 2026

1. About these terms

These Terms and Conditions of Sale explain how we sell products through the TrueNewel website and what you can expect from us when you place an order.

Please read them carefully before placing an order.

By placing an order through our website, you agree to these terms.

These terms do not affect 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. Website covered by these terms

These terms apply to purchases made through:

truenewel.com

They also apply to any other TrueNewel website, sales page or checkout operated by Syxth Limited trading as TrueNewel, unless different terms are clearly shown.

4. Our products

TrueNewel sells practical DIY stair-refurbishment products.

Our main products are saw guides designed to help DIY stair refurbishers cut existing square stair newel posts more accurately.

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 stair newel posts. Future TrueNewel versions may be created for other post sizes if there is enough demand.

Products may be available in different kit options, which may include:

• a flat-pack kit;
• a ready-assembled kit;
• a saw kit;
• screws;
• glue, where supplied with a flat-pack kit;
• instructions;
• other accessories, sizes, versions or product variations shown on the website from time to time.

Product details, prices, kit contents, compatibility information, delivery information and important safety notes are shown on the relevant product page.

We may change, remove or discontinue products at any time. This will not affect orders we have already accepted.

5. Product purpose

TrueNewel products are saw guides.

They are designed to help guide a suitable hand saw when cutting an existing square stair newel post during stair refurbishment.

Each guide is size-specific. You must use the correct TrueNewel model for the newel post size shown on the product page.

TrueNewel products are not:

• drilling jigs;
• dowel-hole guides;
• spigot-hole guides;
• structural assessment tools;
• professional installation services;
• guarantees of a perfect cut;
• replacements for the instructions supplied with your stair refurbishment kit;
• replacements for professional advice from a qualified joiner, carpenter or installer.

TrueNewel helps guide the saw once you have measured, marked, positioned and fixed the guide correctly.

6. Product sizes and model-specific use

TrueNewel products are made for specific newel post sizes.

The size or model name of the guide does not mean it will fit every staircase. You must check the actual size, shape and condition of your own post before ordering and before cutting.

For example, TrueNewel 90 is intended for 90mm square posts. If your post is not 90mm square, you should not assume that TrueNewel 90 will be suitable.

Future TrueNewel models may be made for other post sizes. Those products will have their own size information on the relevant product pages.

You are responsible for choosing the correct TrueNewel guide for your project.

7. Suitability

Before buying, you must check that the product is suitable for your project.

A TrueNewel guide may not be suitable for every staircase, post, refurbishment kit, saw, access situation or customer skill level.

Unless the relevant product page clearly says otherwise, TrueNewel products are not intended for:

• half-newel posts fixed against a wall;
• posts that are badly twisted;
• posts that are heavily out of square;
• posts that are a different size from the guide ordered;
• posts with heavy rounding, unusual profiles, boxing-in, coverings or alterations that prevent the guide fitting correctly;
• posts where there is not enough access to use a hand saw safely;
• deciding where your stair refurbishment kit requires the cut;
• drilling dowel holes, spigot holes or fixing holes for your replacement post;
• cutting structural stair parts where you are unsure whether the cut is safe or suitable.

You are responsible for checking product suitability before use.

If you are unsure, please ask a qualified joiner, carpenter, stair fitter or other competent tradesperson before buying or using the product.

8. Important before cutting

Cutting an existing stair newel post is an irreversible job.

Once the post has been cut, it cannot simply be restored to its original state.

Before cutting, you should:

• read the TrueNewel instructions;
• read the instructions supplied with your stair refurbishment kit;
• check that the guide size matches your post size;
• check that the product is suitable for your post;
• check the correct cut height;
• mark carefully;
• measure more than once;
• check any lower guide line or reference line shown in the instructions;
• make sure the guide is securely fixed;
• make sure your saw is suitable;
• make sure you can cut safely;
• seek professional advice if unsure.

Do not cut structural stair parts unless you are confident the cut is suitable, safe and appropriate for your project.

9. Customer responsibility

The final result depends on several factors, including:

• choosing the correct TrueNewel model for your post size;
• the condition of your existing newel post;
• accurate measuring;
• correct marking;
• correct positioning of the guide;
• secure fixing;
• correct assembly, where using a flat-pack kit;
• the saw used;
• how carefully the cut is made;
• access around the post;
• the instructions supplied with your stair refurbishment kit;
• your skill and confidence using hand tools.

We are not responsible for poor results caused by incorrect measuring, incorrect positioning, choosing the wrong guide size, unsuitable posts, unsuitable saws, poor fixing, unsafe use, cutting in the wrong place, or failure to follow instructions.

If you are not confident carrying out the work, please use a qualified tradesperson.

10. Flat-pack kits

If you buy a flat-pack kit, you are responsible for assembling it correctly before use.

Please follow the supplied assembly instructions carefully.

The flat-pack kit may include glue. You must allow the glue to cure properly before using the product.

Do not use the guide before it is properly assembled, bonded, dry and ready for use.

Incorrect assembly may affect accuracy, safety and product performance.

11. Ready-assembled kits

If you buy a ready-assembled kit, it will usually arrive assembled and ready for normal use, subject to reading the instructions and checking suitability before cutting.

You must still check that the guide is the correct size for your newel post and that it is suitable for your project.

A ready-assembled kit does not remove the need to measure carefully, position the guide correctly, fix it securely and use a suitable saw.

12. Saw kits

If you buy a saw kit, the supplied saw is included to provide a suitable saw option for use with the guide.

You are responsible for using the saw carefully and safely.

The saw is a sharp hand tool and should be kept away from children.

Please follow normal hand-tool safety precautions.

13. Disposable and sacrificial nature of the product

TrueNewel guides are designed as practical, affordable, disposable one-project cutting guides.

They are sacrificial guides. The saw runs through or against the guide faces during use, so marks, wear and cutting damage are expected.

They are not permanent workshop tools.

Normal saw marks, guide-face wear, MDF wear, acrylic wear, screw-hole wear or other signs of use are not normally considered faults once the product has been used.

14. Placing an order

To place an order, you will usually need to:

1. choose the product, size or kit you would like to buy;
2. check the product suitability information;
3. add the product to your basket;
4. check your order carefully;
5. enter your delivery and contact details;
6. choose a delivery method, where options are available;
7. complete payment.

Before placing your order, you will have the chance to check and correct your details.

Please make sure your email address and delivery address are correct, as we will use these to contact you and send your order.

15. Order acknowledgement and acceptance

After you place an order, you should receive an order acknowledgement by email.

This confirms that we have received your order, but it does not necessarily mean that we have accepted it.

Your order is accepted when we either:

• confirm that we have accepted it;
• mark your order as being processed;
• pack your order;
• dispatch your order.

If we cannot accept your order, we will contact you and refund any payment you have already made for that order.

16. When we may refuse or cancel an order

We may refuse or cancel an order if, for example:

• the product is unavailable;
• we cannot obtain suitable materials or components;
• there is an error in the product price or description;
• payment is not authorised;
• the order appears fraudulent or suspicious;
• delivery is not available to your address;
• an event outside our reasonable control prevents us from fulfilling the order.

If we cancel an order before it has been dispatched, we will refund the amount you paid for the cancelled item.

17. Prices

Product prices are shown on our website.

We may change prices at any time, but price changes will not affect orders we have already accepted.

We are not currently VAT registered and do not charge VAT on our products. This means our receipts and order confirmations will not show VAT as a separate amount.

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

Where delivery is included in the product price, this will usually be made clear on the website.

18. Payment

You must pay for your order during checkout.

We accept the payment methods shown on the website at the time you place your order.

Payments are handled securely by third-party payment providers. We do not normally see or store your full card details.

If payment is not authorised, we may not accept or process your order.

If you believe there is a payment issue, please contact us at:

support@truenewel.com

19. Dispatch and delivery

Dispatch and delivery information is shown on the website and in our Delivery and Returns Policy.

Delivery estimates are not guaranteed unless we clearly say otherwise.

We are not responsible for delays caused by postal services, couriers, customs, weather, strikes, incorrect addresses, failed delivery attempts, or other events outside our reasonable control.

20. Incorrect delivery details

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

If you provide an incorrect or incomplete address, your order may be delayed, returned to us, or lost.

If an order is returned to us because of an incorrect address, failed delivery, refusal to accept delivery, or failure to collect from a delivery office, we may ask you to pay the reasonable cost of redelivery.

21. Changing or cancelling an order before dispatch

If you need to change or cancel an order, please contact us as soon as possible at:

support@truenewel.com

We will do our best to help.

However, we may not be able to change or cancel an order once it has been packed or dispatched.

22. Cancellation rights

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 a further 14 days to return the product to us.

To cancel, you must clearly tell us that you wish to cancel. You can do this by emailing:

support@truenewel.com

Returned products should be unused, complete, in a resaleable condition, and returned with their original packaging where reasonably possible.

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

23. Used, assembled or damaged products

You may inspect a product in the same way you would in a shop.

However, TrueNewel products are practical cutting guides and may lose value once they are assembled, glued, screwed to a post, used with a saw, cut into, damaged, marked, or returned incomplete.

If you return a product that has been used, assembled, glued, altered, damaged, marked by a saw, or returned incomplete, we may reduce your refund to reflect the loss in value.

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 is faulty, damaged when received, not as described, or we have made an error.

24. Flat-pack kit returns

If you buy a flat-pack kit and then 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.

This does not affect your statutory rights if the product is faulty, damaged when received, not as described, or we have made an error.

25. Ready-assembled kit returns

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

Once a ready-assembled kit has been screwed to a post, used with a saw, cut into, damaged, altered or returned incomplete, it 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, not as described, or we have made an error.

26. Saw kit returns

If you buy a saw kit and want to return it because you have changed 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 sharp tools carefully when returning them.

27. 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, repair, partial refund, full refund, or another fair solution.

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

Nothing in these terms limits your statutory rights.

28. What is not normally treated as a fault

The following are not normally treated as product faults:

• expected saw marks after use;
• normal wear from the saw blade;
• damage caused by incorrect assembly;
• damage caused by using the guide before glue has cured;
• damage caused by choosing the wrong guide size;
• damage caused by using the guide on an unsuitable post;
• 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 a twisted, unsuitable or out-of-square post;
• cosmetic variations in MDF, acrylic, screws or other materials that do not affect normal use.

29. Product images, diagrams and videos

Product images, diagrams and videos are provided to help explain the product and how it is used.

They are for guidance only.

The appearance of materials, colours, components, packaging and kit contents may vary slightly.

Videos and diagrams do not replace the written instructions supplied with the product or the instructions supplied with your stair refurbishment kit.

You are responsible for checking suitability, measuring correctly and using the product safely.

30. Instructions and advice

Any instructions, videos, diagrams, website information, FAQs or support messages we provide are general guidance only.

They are not a substitute for professional advice.

Every staircase and refurbishment project is different.

If you are unsure about the safety, structure, suitability, measurements, cutting height, replacement parts, stair kit instructions or your ability to complete the work, please seek advice from a qualified joiner, carpenter, stair fitter or other competent professional.

31. Need another size?

If your post size is not currently covered by a TrueNewel product, you may contact us to register interest in a future size.

Submitting an enquiry about another size does not mean that we will make that size, accept an order, or guarantee future availability.

Any future sizes, custom sizes, trade versions or special runs may be subject to separate product information, pricing, availability and terms.

32. Trade and wholesale enquiries

We may accept trade, wholesale, sample, custom-size or partnership enquiries.

Any trade supply, wholesale arrangement, custom product, sample supply or business-to-business agreement may be subject to separate terms.

Unless separate terms are agreed in writing, these terms apply to purchases made through the website.

33. Returns

Our returns process is explained in our separate Delivery and Returns Policy.

Before returning an item, please contact us at:

support@truenewel.com

This helps us deal with your return properly and give you the correct return instructions.

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

We recommend using a tracked delivery service when returning items.

34. Refunds

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

Refund timing may depend on your bank, card provider, payment provider, or platform.

Where you return a product to us, we may wait until we have received the returned item, or evidence that you have sent it back, before processing the refund.

We may reduce a refund if a returned non-faulty item has been handled more than necessary, used, assembled, damaged, altered, marked by a saw, or returned incomplete.

35. Offers, discounts and promotions

From time to time, we may offer discount codes, sales, bundles, free delivery offers or other promotions.

Promotions may be subject to separate terms, expiry dates, product exclusions or order value requirements.

We may withdraw or change promotions at any time, but this will not affect orders we have already accepted.

Only one discount code may be used per order unless the website clearly allows otherwise.

36. Intellectual property

All designs, photographs, text, graphics, product layouts, website content, branding, instructions, diagrams, videos and other materials on our website belong to us or our licensors unless stated otherwise.

You must not copy, reproduce, sell, distribute, modify or use our content for commercial purposes without our written permission.

This includes copying the TrueNewel product design, instructions, photographs, diagrams, videos, website layout or product wording for competing products or listings.

37. Privacy

We will handle your personal data in accordance with our Privacy Policy.

This includes information needed to process your order, deliver your order, handle customer service, respond to enquiries, process payments, prevent fraud, meet legal obligations, and run our business.

38. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We are not responsible for losses that are not foreseeable.

We are not responsible for business losses. Our products are sold mainly for DIY, domestic and project use. If you buy products for business, resale, professional installation, trade or commercial use, we will not be liable for loss of profit, loss of business, business interruption, loss of goodwill, loss of opportunity, or loss of data.

We are not responsible for damage to your staircase, newel post, refurbishment kit, property, tools, flooring, decoration, fixtures or fittings caused by incorrect measuring, incorrect cutting, choosing the wrong guide size, unsuitable use, unsafe use, failure to follow instructions, or using the product on an unsuitable project.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights;
• any matter where the law does not allow us to limit or exclude liability.

39. Events outside our control

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include postal or courier delays, strikes, extreme weather, fire, flood, illness, power failure, machinery breakdown, supply issues, internet failure, payment provider issues, changes in law, or other events we could not reasonably prevent.

If such an event affects your order, we will contact you where reasonably possible and try to find a fair solution.

40. Changes to these terms

We may update these terms from time to time.

The terms that apply to your order are the terms shown on the website at the time you place your order.

We recommend saving or printing a copy for your records.

41. If there is a problem

If you have a problem with your order, please contact us first so we can try to put things right.

Email:

support@truenewel.com

Please include your order number, name and a short explanation of the issue.

We aim to deal with problems fairly and practically.

42. Governing law and jurisdiction

These terms are governed by the law of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also have rights under the laws of that part of the UK.

Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

43. Company details

This website is operated by:

Syxth Limited trading as TrueNewel
Company number: 09221533
Registered in England and Wales

Registered office and principal place of business:

The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

Email:

support@truenewel.com

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