Refund policy

Terms and Conditions of Sale

1. Definitions
“Company”, “we”, “us” or “our” refers to Nova Star Ceilings.
“Customer”, “you” or “your” refers to any purchaser of Goods, whether acting in the course of business (“Trade Customer”) or as a consumer (“Retail Customer”).
“Goods” refers to fibre optic ceiling panels and associated products supplied by us.
“Bespoke Goods” refers to any products manufactured to a customer’s specific requirements, including but not limited to custom sizes, layouts, fibre densities, or designs.
“Standard Goods” refers to standard 1m x 1m panels manufactured to a fixed specification.

2. Application of Terms

2.1 These Terms and Conditions apply to all contracts for the sale of Goods.
2.2 By placing an order, you agree to be bound by these Terms.
2.3 These Terms apply to both Trade Customers and Retail Customers, subject to applicable statutory rights.

3. Orders and Acceptance

3.1 All orders are subject to acceptance by us in writing.
3.2 Once an order is confirmed, it may not be amended or cancelled except with our written agreement.
3.3 Customers are solely responsible for ensuring all specifications, measurements, and requirements are complete and accurate prior to order confirmation.

4. Pricing and Payment

4.1 All prices are stated in GBP and are exclusive of VAT unless otherwise stated.
4.2 Pricing is the same for both Trade Customers and Retail Customers unless otherwise agreed in writing.
4.3 Full payment is required prior to production unless alternative terms are agreed in writing.
4.4 We reserve the right to suspend or delay production until payment has been received in cleared funds.

5. Delivery

5.1 Delivery dates are estimates only and are not guaranteed.
5.2 Risk in the Goods passes to the Customer upon delivery.
5.3 Title to the Goods shall not pass to the Customer until full payment has been received.
5.4 The Customer must inspect the Goods upon delivery and notify us of any damage or shortages within 48 hours.

6. Returns and Refunds

6.1 Standard Goods (1m x 1m Panels)

Retail Customers may request a return within 14 days of delivery, subject to:

  • Goods being unused, uninstalled, and in original packaging
  • Prior written approval from us
  • Return shipping costs borne by the Customer
  • A restocking fee may apply

Trade Customers are not entitled to returns unless agreed in writing.

6.2 Bespoke Goods

6.2.1 All Bespoke Goods are non-refundable and non-returnable once production has commenced.
6.2.2 Orders for Bespoke Goods cannot be cancelled after specifications have been approved.
6.2.3 Customers are responsible for verifying all design details prior to manufacture.

6.3 Faulty or Damaged Goods

6.3.1 Notification of faulty or damaged Goods must be made within 48 hours of delivery.
6.3.2 Photographic or other supporting evidence may be required.
6.3.3 Where a fault is confirmed, we will offer repair, replacement, or refund in accordance with our obligations under the Consumer Rights Act 2015.

7. Consumer Rights (Retail Customers Only)

7.1 Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.
7.2 Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to Bespoke Goods made to your specifications.

8. Installation and Use

8.1 Goods are supplied for professional installation.
8.2 While guidance, manuals, and training may be provided, installation remains entirely the responsibility of the Customer.
8.3 We shall not be liable for:

  • Incorrect or improper installation
  • Failure to follow instructions or training materials
  • Use of the Goods outside their intended purpose
  • Any damage occurring during or after installation

9. Measurements and Specifications

9.1 The Customer is solely responsible for the accuracy of all measurements, drawings, and specifications provided.
9.2 We accept no liability for errors, omissions, or inaccuracies in information supplied by the Customer.
9.3 Any issues arising from incorrect measurements or specifications, including unusable or ill-fitting Goods, shall be the responsibility of the Customer and may incur additional costs.

10. Limitation of Liability

10.1 Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
10.2 Subject to clause 10.1:

  • We shall not be liable for indirect, incidental, or consequential losses
  • We shall not be liable for loss of profit, business, or anticipated savings
  • Our total liability shall not exceed the price paid for the Goods

11. Warranties

11.1 We warrant that the Goods will be of satisfactory quality and as described at the time of delivery.
11.2 This warranty does not apply where defects arise from:

  • Incorrect installation
  • Misuse, modification, or neglect
  • Failure to follow provided instructions
  • Normal wear and tear

12. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control.

13. Intellectual Property

All designs, layouts, product configurations, and specifications remain the intellectual property of Nova Star Ceilings and may not be copied, reproduced, or distributed without prior written consent.

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Information

Nova Star Ceilings
44 Main Street
Mexborough, South Yorkshire 
S64 9DU

info@novastarceilings.co.uk
07719 138893