Website Terms of Use

Date of last update: 3rd July 2026

1. About these terms

These Website Terms of Use explain the rules for using the TrueNewel website.

They apply when you browse, visit, create an account, submit information, use a contact form, watch videos, read instructions, download information, make a trade enquiry, or otherwise interact with our website.

These terms are separate from our Terms and Conditions of Sale, which apply when you buy a product from us.

By using our website, you agree to follow these terms.

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:

truenewel.com

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

4. Other documents that may apply

Depending on how you use the website, the following documents may also apply:

• Terms and Conditions of Sale
• Product Safety and Suitability Notice
• Delivery and Returns Policy
• Privacy Policy
• Cookie Policy
• Contact and Company Information
• Complaints Policy
• Accessibility Statement

If you buy something from us, our Terms and Conditions of Sale will apply to that purchase.

If there is a conflict between these Website Terms of Use and the Terms and Conditions of Sale for a purchase, the Terms and Conditions of Sale will apply to that purchase.

5. Using our website

You may use our website for normal browsing, shopping, DIY research, trade research, product support and enquiry purposes.

You agree not to use the website in a way that:

• breaks the law;
• is fraudulent, abusive, harmful or misleading;
• damages or disrupts the website;
• interferes with website security;
• attempts to gain unauthorised access to our systems;
• copies or harvests data without permission;
• infringes our rights or someone else’s rights;
• places an unreasonable load on the website;
• affects other visitors’ ability to use the website.

You must not misuse the website by knowingly introducing viruses, malware, malicious code, automated attacks or other harmful material.

6. Product information and suitability

The information on our website is provided to help customers understand our products and decide whether they may be suitable for a project.

TrueNewel products are practical DIY saw guides. Each guide is designed for the specific newel post size and use stated on the relevant product page.

For example, TrueNewel 90 is designed for 90mm square stair newel posts. Future TrueNewel products may be designed for other post sizes or uses.

You are responsible for checking that the product is suitable for your own staircase, newel post, saw, refurbishment kit, skill level and project before buying or using it.

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

7. Website information is not professional advice

Our website may include instructions, diagrams, product photos, videos, FAQs, blog posts, measurement guidance, fitting notes and other support information.

This information is provided as general guidance only.

It is not professional joinery, carpentry, structural, safety or building-regulation advice.

Every staircase and refurbishment project is different. We cannot assess your staircase through general website information.

If you are unsure about the safety, suitability, structure, measurements, cut height, replacement parts or your ability to complete the work, please seek professional advice.

8. Cutting and DIY risk

Cutting an existing stair newel post is an irreversible job.

The website may show examples of how TrueNewel products can be used, but this does not guarantee that the product is suitable for every post, every staircase or every user.

You are responsible for:

• checking the correct product size;
• checking your post size and condition;
• reading the product instructions;
• reading the instructions supplied with your stair refurbishment kit;
• measuring and marking correctly;
• fixing the guide securely;
• using a suitable saw;
• using tools safely;
• deciding whether you are competent to carry out the work.

If you are not confident, please use a qualified tradesperson.

9. Product images, diagrams and videos

Product images, diagrams and videos are provided to help explain the product.

They are for guidance only.

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

Videos and diagrams do not replace the written instructions supplied with the product.

They also do not replace the instructions supplied with your stair refurbishment kit or the advice of a competent tradesperson.

10. Accuracy of website information

We take care to keep product information, prices, descriptions, images, stock information and delivery details accurate and up to date.

However, mistakes can happen.

If we find an error in a price, product description, delivery charge, promotion or other website information, we may correct it.

If the error affects an order you have placed, we will contact you where reasonably necessary and deal with the issue in line with our Terms and Conditions of Sale.

11. Website availability

We try to keep the website available and working properly, but we cannot guarantee that it will always be uninterrupted, secure or error-free.

We may suspend, withdraw, update, replace or change any part of the website at any time.

This may happen for maintenance, security, upgrades, technical issues, stock changes, product updates, legal reasons, business reasons or events outside our control.

We are not responsible for loss or inconvenience caused by the website being unavailable for a period of time.

12. Accounts

The website may allow you to create a customer account.

If you create an account, you are responsible for keeping your login details safe.

You must not share your password with anyone else.

Please contact us promptly if you believe your account has been accessed without permission.

We may suspend or close an account if we believe it has been misused, used fraudulently, used to break these terms, or used in a way that may harm us, the website or other customers.

You can ask us about closing your account by contacting:

support@truenewel.com

We will handle account data in line with our Privacy Policy.

13. Contact forms, trade enquiries and size requests

The website may include contact forms, trade enquiry forms, product support forms or “need another size” request forms.

You agree that any information you submit through these forms will be accurate, lawful and not misleading.

Submitting a trade enquiry, custom-size request or interest form does not mean we have agreed to supply a product, create a new size, reserve stock, offer trade terms or enter into a contract with you.

We may reply to enquiries at our discretion.

14. Customer-submitted content

You may be able to send us text, photographs, measurements, project details, screenshots, reviews, comments, files or other information.

You must not submit anything that is:

• unlawful;
• abusive;
• threatening;
• hateful;
• discriminatory;
• obscene;
• defamatory;
• misleading;
• fraudulent;
• likely to cause serious offence;
• infringing someone else’s rights;
• in breach of privacy, copyright, trade mark, design right or other legal rights.

We may refuse, remove or ignore content that we believe is unsuitable, unlawful, offensive, risky or likely to infringe someone else’s rights.

15. Reviews and feedback

You may be able to leave reviews, comments, photographs, feedback or other content on our website or through review platforms.

Please keep reviews honest, fair and relevant.

You must not submit reviews or content that are:

• fake;
• misleading;
• abusive;
• threatening;
• discriminatory;
• obscene;
• defamatory;
• spam;
• promotional without permission;
• copied from someone else;
• infringing anyone’s rights;
• unrelated to the product or service.

We may moderate, remove or decline to publish reviews or content that break these terms.

We will not remove a review simply because it is negative, provided it is genuine, lawful and fair.

16. Permission to use customer content

If you submit a review, photograph, comment, project image, testimonial or other content to us, you give us permission to use it for reasonable business purposes connected with TrueNewel, our website, our products and customer service.

This may include displaying a review on our website, using feedback to improve products, or quoting a short review in marketing.

We will take care not to knowingly publish private information such as your full address, payment details or private order information.

If we want to use customer photographs, project photographs or detailed personal stories in a more prominent way, we will aim to get appropriate permission first.

17. Intellectual property

Unless stated otherwise, all content on the website belongs to us or our licensors.

This includes:

• product designs;
• website text;
• photographs;
• graphics;
• logos;
• branding;
• page layouts;
• product layouts;
• icons;
• videos;
• illustrations;
• product names;
• diagrams;
• instructions;
• downloadable materials;
• software and code.

You may view website pages for normal browsing and shopping purposes.

You must not copy, reproduce, sell, publish, distribute, modify, scrape, reverse engineer, use commercially, or create derivative works from our website content without our written permission.

18. Product design, copying and competing products

The TrueNewel product design, product concept, instructions, diagrams, photography, videos, website content, branding and layout are protected by intellectual property rights where applicable.

You must not copy, reproduce, adapt, manufacture, sell, list, advertise or commercially exploit a product, guide, jig, kit or instruction set based on our designs or website content without our written permission.

You must not use our content to create competing products, marketplace listings, adverts, manuals, websites, videos, downloads or product instructions.

19. Trade marks and branding

“TrueNewel”, our logos, our product names, our website names, our branding and our designs may be protected by trade mark, copyright, design right or other intellectual property rights.

You must not use our names, logos, product images, branding or designs in a way that suggests a connection with us unless we have given written permission.

20. Automated access, scraping and data collection

You must not use bots, scrapers, spiders, crawlers, automated tools, data-mining systems or similar methods to access, copy, extract, collect, monitor or reproduce content from our website without our written permission.

This does not prevent normal search engine indexing by reputable search engines, provided they follow our robots.txt file and do not place an unreasonable load on the website.

You must not use information from our website to build competing products, copy our product range, train commercial systems, or create misleading listings or adverts.

21. Third-party links and services

Our website may contain links to third-party websites, platforms, payment providers, delivery providers, social media platforms, review platforms, videos, apps or tools.

These links are provided for convenience.

We are not responsible for the content, security, availability, policies or practices of third-party websites or services.

You should read the relevant third party’s own terms and privacy information before using their services.

22. Payments

Payments made through the website are processed by third-party payment providers.

We do not normally see or store your full card details.

Payment provider terms, security checks and privacy policies may apply when you make a payment.

More information about orders and payment is set out in our Terms and Conditions of Sale.

23. Privacy and cookies

We use personal data and cookies as explained in our Privacy Policy and Cookie Policy.

Please read those documents to understand what information we collect, how we use it, who we share it with, and what choices you have.

24. Security

You must not attempt to test, bypass, disable, damage or interfere with the security of the website, servers, software, systems, payment processes, accounts or data.

You must not attempt to gain unauthorised access to any part of the website, customer accounts, admin areas, databases, hosting accounts, payment systems or connected services.

We may report suspected illegal or harmful activity to hosting providers, payment providers, security services, law enforcement, or other relevant organisations.

25. Our responsibility to you

We do not exclude or limit our responsibility where it would be unlawful to do so.

This includes 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 exclude or limit liability.

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. This includes loss of profit, loss of business, business interruption, loss of goodwill, loss of opportunity, or loss of data.

We are not responsible for damage, loss or poor results caused by incorrect measuring, incorrect cutting, unsuitable use, unsafe use, failure to follow instructions, or using a TrueNewel product on an unsuitable project.

26. Breach of these terms

If we believe you have breached these terms, we may take reasonable action.

This may include:

• warning you;
• removing content;
• cancelling or refusing orders;
• suspending or closing your account;
• blocking access to the website;
• contacting relevant service providers;
• taking legal action where appropriate.

We will act reasonably, but we reserve the right to protect our business, website, customers, intellectual property and systems.

27. Changes to these terms

We may update these Website Terms of Use from time to time.

The latest version will be shown on the website.

By continuing to use the website after changes are published, you agree to the updated terms.

28. 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.

29. Contact us

If you have any questions about these Website Terms of Use, 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.