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Terms & Conditions

These are terms and conditions of Direct Splashbacks. Please read these terms carefully, as by placing an order with Direct Splashbacks via our website, phone or email you accept of these terms.

Data Protection

Your personal details will not be passed on or sold to any other company in accordance with our company policy and the Data Protection Act.

Product

The Company agrees to supply (and, where applicable, install), and the Customer agrees to purchase the product(s) set out on the Order (“the Products”) and Agree to our Terms and Conditions.

The Company reserves the right to slightly change the Products to a similar product in the event that the original Product is unavailable. The Company shall use its reasonable endeavours to inform you of any such substitutions.

Up to 4mm tolerances are possible on all sizes due to the nature of glass production. Protrusion tolerance of up to 1.5mm is acceptable due to uneven surface level of walls.

Any angled/raked cuts will be taken from the longest to the shortest dimension with the glass cut in a straight line.

Industry Standards: Surface faults e.g. scars, scratches or toughening spots shall be deemed acceptable if the following phenomena are neither obtrusive nor bunched, hairlines, clusters or blobs. Fine scratches no more than 25mm long, will also be deemed acceptable.

Site Survey & Lead Time

The Company will undertake a survey of the site at which the Customer wishes to have the Products installed (“the Site Survey”). Unless otherwise agreed in writing with the Customer, the Company’s lead-time for the delivery of the Products shall be a minimum of twenty (20) working days from the date that the successful Site Survey is completed. This may vary during high demand business periods.

The Company will use its reasonable endeavours to carry out a Site Survey within seven (7) days of the date it receives a completed and signed Order from the Customer. If the Customer does not have an account with the Company the seven (7) days will commence from the date of receipt of the Customer’s deposit. By making a payment you agree to our terms & conditions.

The Consumer Contracts Regulations 2014 states “the supply of goods that are made to the consumer’s specifications or are clearly personalised” and should be excluded from the Regulations. Consumer’s have the right to a full refund or exchange within 14 days from the sale date only if the product was not from a bespoke nature and is a product held in stock by Direct Splashbacks. Due to the bespoke nature of our Services & Products, once the Customer has placed the order it may not be cancelled if the product is custom made to your needs. In the event of cancellation, the Company will retain the Customer’s deposit. Deposit payments are due on or before the day of survey, any delays will incur a charge of £70+VAT. Any cancelled order for Products that have already been manufactured by the Company must be paid for in full.

Collection

Any order collected from our works must be inspected for damage and defects prior to goods leaving the premises and must be signed for by a representative of the customer. We can’t entertain any claim for damage or defects once the goods have left our premises.

Pricing

All prices on Direct Splashbacks exclude delivery charges. On occasions we may have promotional offers. Delivery charges are added to your basket when items are added. We reserve the right to adjust prices, offers, goods and specifications of goods on Direct Splashbacks at our discretion at any time.

Ordering Terms

Your order may be changed at any time up until payment is received as the manufacturing process will then begin. If you do need to make a amendment to your order we can charge £20 to change this and this only applies if the panel has not started to be manufactured. You should be aware that with all toughened glass products, there is a 4mm tolerance each side and top and bottom. Up to 4mm tolerances are possible on all sizes due to the nature of glass production. Protrusion tolerance of up to 1.5mm is acceptable due to uneven surface level of walls. If you have carefully followed our measuring guide this should not be an issue but should your glass not fit due to this reason we cannot be held accountable.

Any angled/raked cuts will be taken from the longest to the shortest dimension with the glass cut in a straight line.

All our Coloured glass splashbacks are made by back spraying glass, in specifically manufactured coloured glass paint. If you intend to place a repeat order you should be aware that there may be a slight colour difference, for this reason we cannot guarantee that the colour will be the same. In these circumstances you should inform us before you order that you wish to match to a previous order and we can try to work with you to do that.

Please note that the colours displayed on our colour picker and website are only to be used as a guide. We do not use domestic household paint as these paints are not suitable for glass.

All colours are mixed on site to formulas taken from samples of leading manufacturers. Due to batching various quantities of paint we can’t guarantee there will not be a shade differences in orders. 

Lighting can be a huge factor in the appearance of a splashback. Artificial and natural light sources must be taken into account and can change the way the colour of a splashback appears between various panels/section of the same panel. Colours can also appear very differently depending on which screen you look at them on.

We mix our own paint as close as we can get to their formula, so should you wish to be sure of the colour of the glass you will receive, it is strongly advisable to order a sample as we cannot guarantee that our paint will match other paint manufacturers. Please be careful when picking colours from a PC as all PC and tablets colours my look different to the actual colour.

Please confirm via email if you wish for us to deduct for socket sizes. You must email us within 12 hours if deductions need to be made for socket sizes.

If you wish to cancel your order within 12 hours you must do so in writing to our email address. A 25 percent deduction will be taken for glass wastage and processing fees as all orders are started instantly.

Discount codes cannot be applied after your order has been placed

Please note that, due to the bespoke nature of the product, on occasion there can be a delay arising from a quality issue or other unforeseen circumstances. We are unable to consider any claims of compensation for any such delays. If this happens we will do our best to keep the delay to a minimum. We will email you through tracking details as soon as it is ready to dispatch.

Due to the bespoke nature of our products, orders cannot be cancelled once production has begun or an image has been approved. In instances where goods arrive faulty or damaged, we will decide on a resolution (full refund/ partial refund/ remake item) on a case by case basis.

Please note that if delivery is missed we will not be liable for any damage or breakage caused to the parcel by the courier. It is therefore in your best interest to make sure that someone can receive delivery – the panels are toughened glass but are still easily damaged.

Also note that once the parcel leaves ourselves you will be responsible for taking delivery of the parcel – if you have not received it within 3 days we would advise you call your local depot and check. If the courier attempts delivery and there is no-one home they will only hold it for a few days before returning the parcel to us – we would then have to charge a re-delivery fee to get the panel back to you. We will cover the safe delivery of the parcel to you up until the first delivery attempt.

Once the courier has attempted the first delivery to you, we will no longer be liable for any damages that may occur to the parcel whilst in the hands of the courier.

Colour Matching Service

Please be aware if you’re matching a colour to your wall that the splashback colour may vary in colour to your wall. All glass is back painted and this can look different when viewed through glass and in different lighting conditions.

Distance Selling Rules

In accordance with the distance selling regulations, your orders may not be cancelled once payment is received for the supply of goods made to the consumer’s own specification and measurements. However we reserve the right to make this decision as we may be able to issue a refund if the manufacturing process has not began (as mentioned above)

Delivery

Delivery prices quoted are mainland UK mainland only. However the following places incur additional delivery charges, N Ireland, Eire, Scottish Highlands and Offshore Islands. If a order is placed within these areas we will be in touch to quote an additional charge.

When all Products set out on the Order Form have been manufactured, the Company will contact the Customer and arrange a mutually convenient delivery date (“the Delivery Date”).

The Company will use its reasonable endeavours to deliver the Product on the Delivery Date and undertake to notify the Customer within a reasonable time in the event that the Delivery Date cannot be met. For the avoidance of doubt, time shall not be of the essence of delivery.

The Company excludes any and all liability (to the extent permitted by law) for any costs or damages of any kind (including direct, indirect and consequential losses) arising out of late delivery of the Product. The Company shall not be responsible for delays or late delivery caused by circumstances beyond reasonable control.

Any claim for non-delivery of any Product must be notified in writing by the Customer to the Company within ten (10) days of the date of the Delivery Date. Any claim that any Product has been delivered damaged, and not of the correct quantity or does not comply with their description must be notified in writing by the Customer to the Company within 48 hours of the delivery time.

Once the splashback has been installed no claims for damage or defects can be made. So please check your splashback prior to installation.

All panels currently have an estimated lead time of 16-21 working days. If you have ordered a panel that contains cut-outs, notches or any other customizations, the turnaround period will begin once you have approved the drawings.

Guaranteed Christmas delivery cut off date 30th November. Our Christmas break is from 22nd December 2023 – 2nd January 2024.

** Note all deliveries via our own service is a road side delivery only **

Installation By Customer

Fixings should be purchased from the Company and installation should be carried out using recommended products. The Company shall not be responsible for any issues relating to the size or fit of the Product. You must use the adhesive we supply when installing the glass splashback. This is as not all adhesives are suitable and we are unable to test all available adhesives to check if they are suitable.

Once the splashback has been installed no claims for damage or defects can be made. So please check your splashback prior to installation.

If the surfaces have been freshly painted allow at least 3 weeks before applying adhesive to ensure there are no solvents or other products that may react with the adhesive.

We are not responsible for any damage that occurs when installing or removing a splashback.

We are not responsible for the quality of the installation.

We recommend that all installations are completed by an experienced installer.

Completion Of Order

The Customer’s order will be deemed completed when all Products set out on the Order Form have been delivered.

Inspections

All inspections shall be made before collection or immediately after delivery. All goods are considered accepted, on collection or immediately after delivery. Any quality and quantity issues should be discussed before goods have left Direct Splashbacks premises or before courier vehicle departs.

Direct Splashbacks shall ensure reasonable inspection conditions (as described below) if goods are collected and client shall ensure presence of authorised person and reasonable inspection conditions if goods are delivered.

All inspections shall be made by a person with normal eyesight (corrected if necessary) under normal room-brightness.

For general applications quality inspection is routinely carried out by visual observation, that is looking at the surface in the plane of the sheet at normal incidence (i.e. at 90 degrees to the surface). The material shall be viewed from a distance of not less than 3m away if material is toughened or laminated glass; where it is not possible to stand at the right distance, stand as far away as possible from the surface.

Inspection of the internal applications products should be carried out under normal diffuse background lighting conditions, with illumination as usual and appropriate for the specific room (e.g. no spot lights), viewed at a right angle to the surface.

Inspection of external applications products should take place in natural daylight but not directly towards the sun and with no visible moisture on the surface of the product.

The use of strong lamps and/or magnifying devices is not allowed. It is not permissible to find defects at close range and then mark them so as to be visible from the given viewing distance.

All checks must be carried out before any bonding to a substrate or structure or rendering, plastering and/or other works adjacent to the installation or modifications not carried out by Direct Splashbacks.

We are putting our best effort to make sure all our products are fit for purpose. However, Direct Splashbacks is not an architectural or structural engineering practice so please consult your Architect or Structural Engineer to make sure the specifications and design satisfies building regulations and your requirements for particular intended use. Regardless we are happy to offer friendly advice based on our experience and all available references to relevant regulation documents.

Title & Risk

Notwithstanding the earlier passing of risk, title in the Product shall remain with the Company and shall not pass to the Customer until all amounts due by the Customer (including any applicable interest and costs) have been paid in full. Until title passes, the Customer shall hold the goods as bailee for the Company. The Company may at any time before title passes and without any liability to the Customer repossess and dismantle and use or sell all or any of the Product and by doing so terminate the Customers right to use, sell or otherwise deal in them, and, for that purpose (or determining what if any Product are held by the Customer on inspecting them) enter any premises of or occupied by the Customer. Unless otherwise set out in these Terms, risk passes onto the Customer once the goods are installed, delivered or collected (as the case may be).

Payment Terms

Should Direct Splashbacks only Supply the product a Full Payment in advance is required. Once the payment is received in cleared funds proceeding of the order will commence. All glass will be charged at a minimum of 0.25 square meters.


Unless otherwise agreed with the Customer in writing, payment shall be due immediately from the date the Company submits an invoice to the Customer. In the event of late payment, the Company reserves the right to:

Cancel the contract and issue new contract

Charge the Customer interest at the rate equivalent to that set for the purpose of Section 6 of the Late Payment of Commercial Debts (Interest) Act 1998:

Calculated (on a daily basis) from the date of our invoice until payment;

Compounded on the first day of each calendar month; and

Before and after any judgment (unless a court orders otherwise).

Failure to complete payment may result in loss of deposit, payment of all costs of materials and non-delivery of the Product;

Suspend or cancel future deliveries or outstanding work;

Cancel any discount offered to the Customer.

If the Customer has an approved business credit account the Company reserves the right to withdraw it or reduce your credit limit or bring forward your due date for payment.

The Customer does not have the right to set off any money they may claim from the Company against anything that the customer may owe the Company.

While the Customer owes money to the Company, the Company has a right to keep any property the Company may hold of the Customers until payment has been received in full (a lien).

If the Customer breaches any of the Customer obligation under these terms, they are to indemnify the Company in full against all direct or indirect expenses and liabilities incurred including legal costs and other related costs on a full indemnity basis.

The Customer should note that until the Company receives full payment the Guarantee offered by the Company to the Customer will not come into effect.

The Company may take any of the actions in this clause at any time without notice.

Upon confirmed and successful company credit check we will be able to offer you 30 days payment credit facilities. Payment terms are as follows:

If you require supply only:

Upon confirmed order you will be issued with pro-forma invoice based on your information provided

Upon signed off and confirmed delivery or collection you will be issued with a final invoice and you will be required to make a full payment within the next 30 days

If you require full service – Measure, Supply and Fit:

An estimate will be provided based on information provided

Upon confirmed order we will arrange for site survey

Following site survey you will be issued with updated pro-forma invoice based on site survey report

Upon signed off and completed project you will be issued with a final invoice and you will be required to make a full payment prior to our fitter leaving the property.

Colour

Colour is to be chosen from the Company’s standard range, from the Dulux™, RAL, British Standard paint mixing range, colour match, pattern or Direct Splashbacks exclusive collection at extra cost. Due to the variation in the manufacture of glass the colours as shown on the colour chart or sample cannot be guaranteed.

All colours are mixed on site to formulas taken from samples of leading manufacturers. Due to batching various quantities of paint we can’t guarantee there will not be a shade differences in orders. 

Lighting can be a huge factor in the appearance of a splashback. Artificial and natural light sources must be taken into account and can change the way the colour of a splashback appears between various panels/section of the same panel. Colours can also appear very differently depending on which screen you look at them on.

Printing Quality & Colours

Please keep in mind that colours on different screens and different materials will look different, we will do our best to achieve the most close match possible, however this cannot be guaranteed. Rendering of colours depends on quality and quantity of light such as frequency and tone of light as well as natural shadows – deprivation of light.

If your are very particular about certain colours please request sample on the material of your choice. Charges may be applied, subject to job size.

Samples provide rather close, but not 100% indication of the finished product as colour depends on multiple factors some of which are outside our control. (like temperature, different ink batches, humidity, atmospheric pressure etc). Samples provided to a Customer are for illustrative purposes only. We cannot guarantee an exact replication for any item supplied, we offer a ‘good match’. You should be aware that in situ natural light can affect material colour perception, especially with large expanses of material particularly in the lighter finishes and this can in some circumstances accentuate the inherent colour of the base material.

Large percentage of our jobs is matching clients samples and interior details. Colour matching to the samples is chargeable service and even though we are usually rather precise, 100% match can not be guaranteed.

Our usual precision on continuous images printed over several pieces of material is 1-2 mm, however up to 5 mm mismatch won’t be considered as defect.

Printing imperfections such as lines, dusting, white dots, minor scratches aren’t considered as defects if not visible from normal viewing distance as described in ‘inspections’ section.

Slight colour variations on every new ink batch are possible, so please try to keep jobs, where colour shades are particularly important in one order or at least make us aware that similar colour job is possible in future so that we record the settings and other parameters to ensure best possible consistency.

For consistency of material appearance throughout a project any initial order must include the total sqm and description for the whole project to enable the Company to order sufficient material from a single batch. Where replacement or additional material is required subsequent to the original project having been manufactured the client acknowledges that some visual variation may be apparent by reason of industry deviations

The print file scale tolerance is up to 11.3% as we might need to stretch/shrink the image to fit the substrate.

The Company will use its reasonable endeavours to match as closely as possible the finished Product with the colour chart, however the Customer is advised that it is difficult to match a printed colour chart with the Company’s paint.

Certain glass types other than Low Iron have a higher content of iron in them, which causes a green effect that changes the final colour of the colour coat. Please refer to the coloured glass samples for a more accurate indication. The colours on samples are slightly lighter than the finished product as samples allow more light through the edge of the glass thus making the colour lighter.

Toughened Mirrors

All manufacturing processes are the same as glass splashbacks, however, our new spraying technology allows us to mirror toughened glass and allows them to be used in areas subject to heat such as behind cooktops.

Due to the material nature and toughening process of mild distortions, reduced clarity compared to standard silver non-toughened mirrors of up to 10% is acceptable as well as hairline scratches up to 25cm in length may occur.

Obtrusiveness of blemishes shall be judged by looking through the glass, not at it, when standing at right angles to it on the room side at a distance of not less than 3 metres in natural daylight and not in direct sunlight. The area to be viewed is the normal vision area with the exception of a 50mm wide band around the perimeter of the glass.

Industry Standards: Surface faults e.g. scars, scratches or spots Toughened safety glass shall be deemed acceptable if the following phenomena are neither obtrusive nor bunched, hairlines, clusters or blobs, fine scratches not more than 25mm long, imbedded particles.

Non-Delivery & Defects Or Damage To Product(s)

Any claim for non-delivery of any Product must be notified in writing by the Customer to the Company within ten (10) days of the date of the Delivery Date. Any claim that any Product has been delivered damaged, and not of the correct quantity or does not comply with their description must be notified in writing by the Customer to the Company within 48 hours of the delivery time.

Any alleged defect must be notified in writing by the Customer to the Company within twelve (12) months of the installation of the Product. The Company accepts no responsibility for any damage or shortages to glass on a supply only basis once we have a signed delivery note. It is the Customer’s responsibility to check panels on receipt and sign them off. Allowing a third party to take delivery is at the Customer’s own risk.

Any claim under this Clause must be in writing and must contain full details of the claim including a full description of any allegedly defective Product. The Customer shall afford the Company a reasonable opportunity and facilities to investigate any claims made under this Clause , and the Customer shall if applicable, and if so requested in writing by the Company, properly return any Product subject to the claim and any packing materials securely packed and carriage paid to the Company for examination. The Company reserves the right to refuse any claim in respect of which the Customer has not complied with the claims procedure set out in this Clause 13.

If the Customer establishes that any Product have not been delivered, have been delivered damaged, are not of the correct quantity, or do not comply with their description the Company shall, at its option, replace with similar goods any Product which are missing, lost or damaged or do not comply with their description, allow the Customer credit for their invoice value or repair any damaged Product.

If the Customer establishes that any Product are defective the Company shall, as its option, replace with similar goods or repair any defective Product, allow the Customer credit for their invoice value or to the extent that the goods are not of the Company’s manufacture, assign to the Customer (so far as the Company is able to do so) any warranties given by the manufacturer of the goods to the Company.

The delivery of any repaired or replacement Product shall be at the Customer’s site or other delivery point specified for the original Product.

The right to a replacement Product, repair of the Product or a refund as set out in this Clause shall be the Customer’s sole and exclusive remedy.

Guarantee

The Company will use its reasonable endeavours to repair or replace free of charge, any coating which is found to be delaminating or discoloured within a period of time from the Delivery Date. This Guarantee is subject to full payment for all Product, charges, fees, and reasonable written notice by the Customer of such a fault to the Company. The Customer must maintain and clean the Product(s) in a proper manner. This excludes wilful damage and normal wear and tear.

This guarantee only applies to (a) the Customer noted on the Order Form and is not transferable and (b) Products installed by the Company’s approved and trained installers.

The guarantee does not cover any defects caused by mistreatment of the glass caused by cleaning agents either chemical or abrasive. The Company will not be responsible for any claims in respect of measuring errors when the Company’s site surveyor has not taken the measurements. The Company will not be held responsible for breakages or damage caused during transit where the Company is not paying for the cost of freight. Where the Company does not supply glass, any imperfections or damage during handling are not the responsibility of the Company.

Limitation Of Liability

Under no circumstances shall the Company have any liability of any kind for:

Any defects resulting from wear and tear, accident, improper use by Customer or use by the Customer except in accordance with the instructions or advice of the Company;

Any Product that have been adjusted modified or repaired except by the Company;

The suitability of the Product for any particular purpose or use under specific conditions whether or not the purpose or conditions were known or communicated to the Company;

Any substitution by the Customer of any materials or components not forming part of any specification of the Product unless agreed in writing by the Company;

Any descriptions, illustrations, specifications, figures as to performance, drawings and particulars of weights and dimensions are contained in the Company’s catalogues, price lists or elsewhere since they are merely intended to represent a general idea of the Products and are not to form part of these Terms or be treated as representations;

Any technical information, recommendations, statements or advice furnished by Company its servants or agents not given in writing in response to a specific written request from the Customer prior to the acceptance of the Order; or

Any variations in the quantities or dimensions of any Product or changes of their specifications or substitution of any materials or components, if the variation or substitution does not materially affect the characteristics of the subject matter, and the substituted materials or components are of a quality equal or superior to those originally specified.

The Company shall have no liability to the Customer for any loss or damage of any nature arising from any breach of any express or implied warranty or condition of these Terms or any negligence, breach of statutory or other duty on the part of the Company or in any other way out of or in connection with the performance or purported performance of or failure to perform under these Terms except:

For death or personal injury resulting from the Company’s negligence; or as expressly stated in these conditions.

In no circumstances shall the liability of the Company to the Customer under these Terms exceed the invoice value of the Product.

Product Care

It is the responsibility of the Customer to follow manufacturer’s instructions and to treat the Products with due care and attention, as no responsibility can be accepted by the Company for damage caused by incorrect use or cleaning with products that contain bleach or other corrosive agents. Glass should be cleaned with glass cleaning products or disinfectant.

Care must be taken when handling Glass Cladding products such as Tiles or Splashbacks before and during installation. Glass Splashbacks are made from toughened (also known as tempered) glass, which is a type of safety glass according BS EN 12150. Toughened glass should receive the same care as annealed (ordinary) glass. Careless handling and improper installation sometimes causes edge damage, and delayed breakage can occur when edge-damaged tempered glass is subjected to mechanical stress, as in installation. Further, if cut, knocked or dropped, this material will produce instantaneous total fragmentation. DO NOT under any circumstances attempt to cut or drill a Splashback as it will shatter.

All Glass tiles including Splashbacks must be installed a minimum of 5cm (11/8”) from any direct and visible heat source. This will include any hot water pipework concealed within walls and any radiant heat sources such as hobs, heated towel rails or radiators. Maximum withstand temperatures is no higher than 400ºC for our back-painted glass.

Splashbacks are only suitable for internal walls. They are not suitable for use as worktops.

General

These Terms shall be governed by laws of England and Wales and the parties hereby submit to the exclusive jurisdiction of the English courts.

The parties agree that these Terms and the Order Form constitute the entire agreement and understanding between the parties. These Terms and the Order Form supersede all understandings, representations and agreements made between the parties. However neither party seeks to exclude or limit liability for any fraudulent misrepresentations.

The waiving (which must be in writing and signed by an authorised representative of the relevant party) on a particular occasion by either party of rights under these Terms does not imply that other rights will be waived. If a party has a right arising from the other party’s failure to comply with an obligation under these Terms and delays in exercising or does not exercise that right, such delay in exercising or failure to exercise is not a waiver of that right or any other right.

Each clause of these Terms is a separate term and is intended to stand alone. Should any provision of these Terms be held to be invalid or unenforceable, such provision shall be severed from the remainder of these Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

Warranties

Glass splashbacks are made using low iron, toughened glass. The glass is highly durable and impact resistant on flat surfaces. Our glass is produced in accordance with BS EN 12150.

Guarantees:

2 years guarantee direct with glass supplier against manufacturing defect of the glass material

Up to 5 years guarantee against discolouration of the paint direct with the paint supplier

Cleaning Advice:

Our glass splashbacks can be treated with ordinary mirror or window cleaning products

We advice that you do not clean the glass with abrasive materials

The glass should be cleaned on a regular basis

Avoid using abrasive pastes or polishing materials

The glass will not be harmed by descaling chemicals

If there is any damage caused to the silicon seals, this should be repaired as soon as possible. Exposed edges must be treated with care.

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