Terms of sale

Joinery, machining, shop goods and trade accounts are supplied by Painted Bespoke Joinery Ltd (company no. 15180866, VAT 453 0435 19). Spray finishing is supplied by Painted Ltd (company no. 13767710, VAT 448 4677 49). Both trade from Unit 2 Mill Lane Trading Estate, Croydon CR0 4AA. Your quote and invoice name the company.

A written quote holds for 30 days. It is based on the drawings, sizes, materials and finish listed on it. If the information changes, the price may change, and we will tell you before we carry on.

Prices are shown excluding VAT for trade and including VAT for the shop; the quote states which. An order is accepted when you approve the quote in writing and the first payment clears.

Spray finishing up to £1,000 and joinery up to £2,000 are paid in full before work starts. Above those figures we split the price into two payments: a deposit before work starts, and the balance before delivery, collection or installation.

Trade accounts pay on the terms agreed on the account, subject to the credit limit set. We charge interest on late payment under the Late Payment of Commercial Debts (Interest) Act 1998.

Goods stay ours until they are paid for in full.

Where a sample is asked for, it is priced separately on the quote and made before the main work begins. Nothing that depends on the sample starts until you have approved it in writing. Colour on a sample is matched under our booth lighting; small variation between batches and between materials is normal.

We give a booked slot and an agreed date, not a fixed number of days — the date depends on the size of the job and what is already on the board. We keep you posted if anything moves. Dates are our best estimate and are not a condition of the contract unless we have agreed otherwise in writing.

Ask us and we will price the change in writing before we do it. Changes usually move the date as well as the price. Work already made to your approved drawings is chargeable whether or not it is used.

Bespoke and made-to-measure items are made to your specification, so the usual 14-day right to change your mind does not apply to them. If you cancel, you pay for the materials bought and the work done up to that point.

Stock items bought through the shop or the trade counter are different: they can be returned within 14 days of delivery, unused and in their original packaging, by post or at the counter. See delivery and returns.

Consumers may cancel a standard stock order before despatch from the order page. If it has been paid by card, the cancellation completes when the refund is confirmed. If a courier has already been booked, its cancellation and any courier refund depend on Parcel2Go confirming that the parcel has not been collected or dropped off. Goods that have left us follow the returns process.

Delivery is quoted by postcode and confirmed before despatch. Somebody must be there to receive and check the goods. For installation, the site must be ready, safe, dry and reachable.

Our standard collection and delivery service is provided by one person. Please make sure suitable help is available at the address to load, unload and move items into or out of the property. Our driver will not move heavy or bulky items alone, carry them up or down stairs, or manoeuvre them through difficult or restricted access without that help. This is a manual handling and safety matter, not an unwillingness to help.

If help will not be available, ask us for a two-person collection or delivery when you book. An extra charge may apply, and we will tell you what it is before you agree to it.

Please also make sure access is clear and suitable for what is being moved — doorways, hallways, staircases, lifts, parking and any route the items have to take. Sizes are on your paperwork if you need to check them.

If our driver arrives and the items cannot be moved safely because help or access is not available, we may hold the collection or delivery until arrangements are made. Where a visit fails for a reason within your control, any return visit, waiting time, extra labour or re-delivery cost may be charged — we will tell you the amount before we charge it. The same applies to an installation visit where we attend and cannot work.

Workmanship — 12 months. Our workmanship is guaranteed for 12 months from delivery or installation. Report a problem through the aftercare link on your paperwork with photographs, and we will come back to you with a plan and a date. Fair wear and tear, damage by others, movement caused by damp or heat on site, and changes made by others are not covered.

Spray finishes — five years. Subject to these terms, correct care and the surface beneath our coating remaining sound, we guarantee our sprayed finishes for five years against coating failure such as peeling, cracking and premature yellowing.

The finish guarantee does not cover impact damage, scratching, abrasion, harsh chemical cleaning, excessive heat or moisture, substrate movement, water ingress, silicone contamination, failure of the original surface beneath our coating, or damage caused by third parties.

Neither guarantee reduces your legal rights. Your rights under the Consumer Rights Act 2015 are unaffected.

We do not limit liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Otherwise our liability for any order is capped at the price of that order, and we are not liable for loss of profit or other indirect loss.

Ring 020 8944 2817 or email info@painted.co.uk and we will answer within five working days. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.