Personal Account Terms and Conditions of Sale

“We”, “us” and “our” mean JoinerySupply Ltd (trading as JoinerySupply), a company registered in England and Wales, with its registered office at Unit 6, Norton's Industrial Estate, Collier St, Tonbridge, TN12 9RR.

You can contact us by email at office@joinerysupply.co.uk. If we need to contact you, we will do so by the email address or telephone number you gave us when you ordered.

“You” means the person buying from us for their own use and not for a business. “Doors” means the made-to-measure doors, drawer fronts, panels and related items you order from us.

These terms are for personal accounts: people ordering for their own home, as consumers. If you are buying in the course of a business — for example as a kitchen fitter, joiner or builder ordering for a customer — please open a trade account; our trade terms apply to those orders and are written on a different basis.

• The configurator shows you a price for exactly what you have specified, and that price is what you pay. The pages of our website, including the configurator, are an invitation for you to order, not an offer we are bound by.
• When you press “Place order”, you are offering to buy the Doors on these terms and you are agreeing to pay for them.
• We accept your order, and a contract is formed, when we send you an email confirming it. We will ask you to pay by bank transfer; we start work on your Doors only once your payment has cleared. Until then your specification is not locked and no manufacturing slot is reserved.
• If we cannot accept your order — for example because we cannot make the Doors you have specified, because a price was clearly wrong, or because payment did not arrive — we will tell you and refund anything you have paid for that order in full.
• We will give you an order reference. Please quote it when you contact us and when you pay.

• Every Door is made to measure: it is machined to the exact dimensions, material, style and options you enter in the configurator. We do not hold stock, and a Door made to your specification cannot be sold to anyone else.
• The sizes you enter are the finished manufactured sizes of the Door. You are responsible for allowing for your own fitting gaps, clearances, hinges, handing and the conditions in your home. We make the Door to the size you give us; we do not adjust it.
• We do not offer a measuring or site-survey service, and we rely on the information you give us. Please check every measurement, quantity, style and option carefully before you place your order — you can save a project and come back to it as many times as you like before ordering.
• A Door that has been made correctly to the specification you gave us is not faulty because that specification turns out to be wrong or unsuitable, and we cannot accept it back or replace it free of charge on that ground. This does not affect your rights if a Door is faulty (section 10).

• Doors are made to a manufacturing tolerance of ±0.25mm on each dimension. A Door within this tolerance matches your order.
• Our Doors are CNC-machined from MDF. Minor variation in surface, colour, density and appearance is normal and is not a fault. Doors are supplied sanded and ready for you (or your decorator) to prime and paint; they must be sealed and finished before use. We are not responsible for problems caused by inadequate or incorrect finishing.
• MDF can move slightly with changes in temperature and humidity. Reasonable movement after manufacture is normal and is not a fault.

• Prices on a personal account are shown in pounds sterling including VAT at the rate in force when you order. You can switch the website to show prices excluding VAT; the price you pay is always the VAT-inclusive one shown at checkout.
• The price for your order is the price shown when you place it, together with any delivery charge shown at checkout. If the VAT rate changes between your order and the date we invoice you, we will adjust the VAT you pay unless you have already paid in full.
• We ask for payment in full by bank transfer before we start work. We send you our bank details when we confirm your order and in your confirmation email. Nothing is machined until your payment clears.
• If we have made an obvious pricing error, we may contact you before accepting your order to ask whether you wish to proceed at the correct price; if you do not, we will refund anything you have paid in full.

Made-to-measure goods have no 14-day cooling-off period. The right to cancel a distance contract within 14 days under the Consumer Contracts Regulations 2013 does not apply to goods made to your specifications or clearly personalised, and every Door we make is made to your specification. Instead:

• You can change or cancel your order at any time before we begin manufacturing it, by emailing office@joinerysupply.co.uk with your order reference. If you cancel before manufacture begins, we will refund everything you have paid, in full, within 14 days.
• Once manufacture has begun, your order cannot be cancelled or changed, and the price is not refundable, except where the Doors are faulty or not as described (section 10) or where we have failed to deliver them (section 8).
• If you ask us to change an order after manufacture has begun, we may agree at our discretion, and we will tell you of any additional charge before we make the change.
• We will tell you by email when manufacture begins, so you always know whether you can still change your mind.

• You choose delivery or collection at checkout. The dates we show you there are our estimate of when your Doors will be ready, counted from the working day your payment clears.
• Delivery and collection dates are always estimates and are not guaranteed. Please do not arrange fitters, decorators or any other trades until we have confirmed your delivery date.
• If we have not given you a date, we will deliver your Doors, or have them ready to collect, without undue delay and in any event within 30 days of accepting your order.
• If your order is running late we will tell you as soon as we can and give you a new estimate. If we still cannot deliver within a reasonable further time, you may have the right under the Consumer Rights Act 2015 to cancel the order for the undelivered Doors and receive a refund for them.
• Delivery is to UK mainland addresses by our own van or by pallet carrier, as shown at checkout. Please make sure there is safe access and somebody available to receive the Doors. If a delivery cannot be made for a reason within your control, we will contact you to rearrange it and may charge the reasonable cost of storage and re-delivery.
• The Doors are your responsibility (the risk passes to you) from the moment they are delivered to you or to someone you have asked to receive them, or from the moment you collect them.
• Please check your Doors as soon as you can after they arrive and tell us about any damage, shortage or wrong item, with photographs, so that we can put it right quickly. Telling us promptly helps us help you; it does not shorten your statutory rights in section 10.

The Doors become yours once we have received payment in full and have delivered them to you or you have collected them.

Your statutory rights. Under the Consumer Rights Act 2015 the Doors must be of satisfactory quality, fit for their purpose and as described. In summary:

• Within 30 days of delivery or collection, if a Door is faulty or not as described you can reject it and receive a full refund.
• After 30 days and within six months, you can ask us to repair or replace a faulty Door, at no cost to you. If that is not possible, or does not work, you can ask for a price reduction or reject the Door for a refund. In the first six months it is for us to show that a fault was not present when the Door was delivered.
• For up to six years after delivery you may still have a claim if a Door was faulty when delivered, though after six months it is for you to show that it was.

Our guarantee. In addition to those rights, we guarantee our Doors against defects in materials and workmanship for 12 months from delivery or collection. If a Door is faulty we will repair or replace it free of charge, or refund its price if neither is reasonably possible. To make a claim, email office@joinerysupply.co.uk with your order reference and photographs; we will tell you what happens next within five working days.

Neither your statutory rights nor our guarantee covers a problem that is not a fault in the Door — for example:

• a Door made correctly to a specification or measurement you gave us that turns out to be wrong or unsuitable (section 4);
• variation within the tolerance, or the normal material variation, described in section 5;
• damage caused by storing, finishing, sealing, painting, handling or fitting the Doors incorrectly;
• fair wear and tear, accidental damage, misuse, or damage after the risk has passed to you;
• a Door that has been altered, machined or modified by anyone other than us.

We supply Doors only. We do not fit them, and unless we have confirmed it in writing we have not advised you on whether a Door is suitable for a particular cabinet, opening or use. If you are unsure, please ask us before you order.

• We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the contract was made we both knew it might happen.
• We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights in relation to the Doors (including that they be of satisfactory quality, fit for purpose and as described), or for anything else the law does not allow us to exclude or limit.
• We supply the Doors for domestic and private use. If you use them for a commercial or business purpose we are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
• We are not responsible for a loss that results from information you gave us being wrong, or from a failure to fit, finish or store the Doors correctly.

We are not responsible for a delay or failure that is caused by events outside our reasonable control (for example a supply shortage, equipment failure, fire, flood, extreme weather, a strike, or an interruption to power, transport or telecommunications). If this happens we will tell you as soon as possible and do what we can to reduce the delay. If the delay is likely to be substantial, you may cancel the affected order and we will refund anything you have paid for Doors we have not delivered.

We use the personal information you give us to make and deliver your Doors, to take payment and to contact you about your order, as set out in our privacy policy.

• If you are unhappy with anything, please email office@joinerysupply.co.uk with your order reference and we will do our best to put it right. We aim to acknowledge every complaint within two working days.
• Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court.
• Nothing here stops you from bringing a claim in court.

• We may transfer our rights and obligations under this contract to another organisation, but this will not affect your rights or our obligations under these terms, and we will tell you if we do.
• You may transfer your rights under our guarantee (section 10) to a person who acquires the Doors from you; otherwise you need our written consent to transfer your rights, which we will not refuse without good reason.
• This contract is between you and us. No other person has any right to enforce any of its terms.
• Each paragraph of these terms operates separately. If a court finds any of them unlawful, the rest continue in full force.
• If we delay in enforcing this contract, we can still enforce it later.

These terms, and any order placed under them, are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland you can bring proceedings in either the Scottish or the English courts, and if you live in Northern Ireland in either the Northern Irish or the English courts. Nothing in this section takes away the protection given to you by the law of the part of the UK in which you live.