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Complaints Policy

Date of last update: 3rd July 2026

1. About this policy

We want customers to feel confident ordering from TrueNewel.

If something has gone wrong, please tell us. We would much rather have the chance to understand the issue and put things right where we reasonably can.

This Complaints Policy explains how to raise a complaint and what information to include.

2. Who we are

TrueNewel is 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

Email:

support@truenewel.com

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

3. Website covered by this policy

This policy applies to:

truenewel.com

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

4. What this policy covers

You can use this policy to raise a complaint about:

  • an order;
  • payment;
  • delivery;
  • a damaged parcel;
  • a missing parcel;
  • a faulty or incorrect product;
  • product suitability information;
  • product instructions;
  • product safety concerns;
  • returns or refunds;
  • customer service;
  • website problems;
  • accessibility issues;
  • privacy or data protection concerns;
  • trade, wholesale or size-request enquiries.

If your complaint is about a product return, our Delivery and Returns Policy may also apply.

If your complaint is about product safety or suitability, our Product Safety and Suitability Notice may also be relevant.

If your complaint is about personal information, our Privacy Policy explains your data protection rights.

5. How to make a complaint

Please email us at:

support@truenewel.com

Please include:

  • your name;
  • your order number, if you have one;
  • the email address used for the order, if relevant;
  • the delivery postcode, if relevant;
  • a clear explanation of the complaint;
  • what you would like us to do;
  • photographs, screenshots or supporting information, where helpful.

The more clearly you explain the issue, the easier it is for us to look into it properly.

6. Order complaints

If your complaint is about an order, please include the order number wherever possible.

Order complaints may include issues such as:

  • wrong item received;
  • missing item;
  • payment issue;
  • dispatch delay;
  • delivery issue;
  • incorrect address problem;
  • damaged parcel;
  • return or refund query.

We will check the order details and reply with the next steps.

7. Product complaints

If your complaint is about a product, please include clear photographs where possible.

Product complaints may include issues such as:

  • damaged item;
  • missing part;
  • incorrect kit contents;
  • suspected product fault;
  • poor fit;
  • unclear instructions;
  • concern about suitability;
  • concern about product safety.

Please do not use a product if you believe it may be faulty, damaged, unsafe or unsuitable.

If you are already part-way through a DIY job and are unsure whether it is safe to continue, stop work and seek advice from a qualified joiner, carpenter, stair fitter or other competent tradesperson.

8. Safety or suitability concerns

TrueNewel products are practical DIY saw guides. Each guide is designed for the specific 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.

If you raise a safety or suitability complaint, please include as much relevant information as possible, such as:

  • which TrueNewel product or kit you bought;
  • your post size;
  • photographs of the post and guide;
  • details of the saw used;
  • whether the guide was flat-pack or ready-assembled;
  • whether the guide was assembled and glued before use;
  • whether the instructions were followed;
  • what happened and when.

We may need this information to understand whether the issue relates to the product, assembly, post condition, saw choice, measurement, fixing, use, or another factor.

9. Delivery complaints

If your complaint is about delivery, please include:

  • order number;
  • delivery postcode;
  • tracking number, if available;
  • photographs of damaged packaging, if relevant;
  • any delivery provider notifications.

Delivery problems can sometimes be caused by events outside our control, such as postal delays, courier delays, strikes, weather, failed delivery attempts, incorrect addresses or failure to collect.

We will still try to help and find a fair solution.

10. Returns and refund complaints

If your complaint is about a return or refund, please include:

  • order number;
  • return tracking details, if available;
  • the date the item was returned;
  • the reason for return;
  • any previous emails about the return.

Please remember that used, assembled, glued, damaged, saw-marked or incomplete products may affect the refund available where the item is not faulty and you are returning it because you changed your mind.

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

11. Website or accessibility complaints

If your complaint is about the website, please include:

  • the page or feature affected;
  • the device you were using;
  • the browser, if known;
  • what went wrong;
  • screenshots, if helpful.

If you had difficulty using the website or placing an order because of accessibility, please tell us what happened and what would help.

We will do our best to assist.

12. Privacy complaints

If your complaint is about how we use your personal information, please email:

support@truenewel.com

Please mark your email clearly as a privacy or data protection complaint.

You also have the right to complain to the UK data protection regulator, the Information Commissioner’s Office.

You can contact the ICO through its website:

ico.org.uk

13. How we handle complaints

When we receive a complaint, we will usually:

  1. review the information you have sent;
  2. check the relevant order, product, delivery or website details;
  3. ask for more information if needed;
  4. consider what has happened;
  5. reply with our response or next steps.

We aim to deal with complaints fairly, practically and in a way that reflects the circumstances.

Some issues can be resolved quickly. Others may take longer, especially if we need to check delivery tracking, review photographs, inspect a returned item, speak to a service provider, or investigate a technical issue.

14. Possible outcomes

Depending on the complaint, we may offer:

  • an explanation;
  • an apology;
  • replacement parts;
  • a replacement product;
  • repair guidance, where appropriate;
  • a refund;
  • a partial refund;
  • a discounted replacement;
  • website help;
  • updated instructions or clarification;
  • another fair solution.

The outcome will depend on the issue, the product condition, the evidence available, your statutory rights, and our policies.

15. What we ask from you

To help us deal with complaints fairly, please:

  • contact us promptly;
  • provide accurate information;
  • include photographs where helpful;
  • keep the product and packaging where relevant;
  • do not continue using a product if you believe it may be unsafe or faulty;
  • treat our small team respectfully.

We will treat you with respect and ask for the same in return.

16. If the issue involves DIY work

TrueNewel products are used as part of DIY stair refurbishment work.

Every staircase and project is different.

We cannot take responsibility for damage, poor results or safety issues caused by incorrect measuring, incorrect cutting, unsuitable use, unsafe use, failure to follow instructions, unsuitable posts, unsuitable saws, or using the product on a project it was not designed for.

If a complaint involves DIY work already carried out, we may ask for photographs and details so we can understand what happened.

If there is any concern about the safety of the staircase or the suitability of the work, please seek advice from a qualified tradesperson.

17. If you remain unhappy

If you are unhappy with our response, please let us know why and we will consider whether there is anything further we can reasonably do.

Nothing in this policy affects your statutory rights.

18. Changes to this policy

We may update this Complaints Policy from time to time.

The latest version will be shown on the website.

19. Contact us

For complaints, 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.