1. Who We Are & What We Provide

These terms apply when Natural Plaster Company (“we”, “us”, “our”) supplies goods to you (“you”, “your”). They take precedence over any conflicting terms from your end (e.g., on purchase orders).

Definitions:

  • Goods: Materials and products we supply.
  • Couriers: We use trusted third-party delivery services to ship your orders.
  • Contract: The agreement between us, including these terms.

2. Quality, Warranties & Liability

We stand behind our products—but here’s how it works:

  • You can only rely on what’s written here—unless confirmed in writing elsewhere.
  • If goods are defective and you tell us promptly (within 10 days), we’ll replace or refund that item.
  • We may request inspection or return of goods before processing claims.
  • We’re not responsible for damage caused by wear and tear, misuse, negligence, improper storage, or third-party repairs.
  • If you knew about a defect or it was obvious on inspection before use, we’re not liable.
  • If you specified a custom formulation or material and that causes the issue, the responsibility is yours.
  • Except for legal guarantees, our total liability won’t exceed the price you paid. We’re not liable for loss of profit, business, goodwill, or other indirect losses.

3. How You Pay

  • Payment is handled securely via Stripe at checkout.
  • Orders are only processed and dispatched after Stripe confirms payment.

4. Pricing Updates

  • Prices exclude VAT and applicable taxes.
  • We reserve the right to adjust prices before dispatch due to increases in our costs (like transport or materials).

5. Ownership of Goods

Ownership remains with us until full payment is received via Stripe. We reserve the right to retrieve unpaid goods from your premises.

6. Returns & Cancellations

  • Need to cancel or return? Contact us within 14 days of delivery.
  • If delivery is already underway, you can cancel only after delivery, but you can still return or exchange.
  • You must return items within 14 days of notifying us, using our return form and with proof of purchase.
  • A 10% handling fee may apply. Refunds or credits are processed within 14 days of receiving returned items.
  • Returns accepted only from the original purchaser.
  • Items must be unopened, undamaged, and in resale-ready condition.
  • Non-returnable unless faulty: perishable goods, custom-made items, mixed binders (lime, cement, etc.). Ask us if unsure.
  • You’re responsible for safely packaging and shipping returns, and for proof of postage.
  • Poor packaging that damages the item may reduce your refund. You’re responsible for return postage.

7. Delivery & Access Requirements

Who Delivers Your Order

  • We use third-party couriers—not our own vehicles—to deliver orders, especially those on pallets.

What We Need from You

  • The delivery location must be safe, stable, and have clear, unobstructed access for delivery vehicles (including HGVs).
  • If access restrictions exist—narrow roads, low gates, unstable surfaces—please let us know before we dispatch.
  • Couriers deliver to kerbside only; private roads, tracks, or inside gates are not accessible.
  • If access restrictions cause failed delivery or damage, you may be charged an extra delivery or redelivery fee.

On Delivery Day

  • The courier will check access on arrival. If deemed unsafe or unsuitable, delivery may be rescheduled or cancelled, with possible extra fees.
  • Waiting times on site may incur additional charges.
  • Delivery fees and estimated delivery timelines are shown on your invoice—but times are approximate.

Receiving Your Order

  • Inspect your order before signing the courier’s paperwork. The courier should wait while you check for accuracy, damage, or missing items.
  • Once signed, ownership and risk pass to you—even if you weren’t present.
  • For unattended delivery, please notify us in writing beforehand. Responsibility begins once the courier leaves the goods. We cannot guarantee address accuracy.
  • If delivery fails because no one is available or for access issues, you may be charged for redelivery.

8. Reporting Issues & Damage

  • Noticed missing items? Alert us within 3 days of delivery.
  • If there’s visible damage, record it on the courier’s paperwork and email us a photo within 48 hours.
  • Faulty goods can be repaired, replaced, or refunded according to your consumer rights.

9. Colour & Natural Variation

  • Colours shown online or in print are indicative only.
  • Natural materials (like sands and plasters) vary in colour, texture, and appearance.
  • For consistency, use the same batch across a project. We recommend requesting a sample pot.

10. Technical Help & Quantity Estimates

  • Quantity guides are estimates. Actual usage may vary by conditions.
  • You’re responsible for confirming quantities and ensuring the goods are suitable for their intended use.
  • All quotes remain valid for 30 days.

11. Safety Guidelines

  • Follow safe working practices and heed all hazard warnings on packaging.
  • Use appropriate personal protective equipment—ask us if you need advice.
  • Any guidance we provide (online or in print) is for informational purposes only. Always check suitability for your project.
  • For unique or complex projects, consider consulting a qualified professional.

12. Feedback & Complaints

We value your feedback. If you have concerns, questions, or complaints, please email us at sales@naturalplastercompany.co.uk and we’ll respond promptly.