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Terms and Conditions of Sale

Terms and conditions

Water Softener Terms and Conditions of Sale

Please read these terms carefully before placing an order or booking installation/services with North East Water Softeners.

Important: This page contains legal and policy wording. I have cleaned the layout and corrected obvious formatting issues only. The final wording should be reviewed by the business/legal adviser before rollout.

Standard Terms of Sale

  1. These standard terms and conditions of trading apply to all sales made and services supplied by us, and to all agreements entered into by us, unless they are expressly excluded by another written agreement between the parties and signed by both parties. No amendment shall be effective unless made in writing and signed by both parties.
  2. Payment is required before the day of installation or delivery unless otherwise agreed in writing.
  3. All prices are subject to alteration without notice. Goods are invoiced at the price ruling at the date of dispatch and services are invoiced at the date the last service is performed. Orders are deemed to be placed and accepted on this basis.
  4. Estimated delivery and service dates are given in good faith. Time is not of the essence of the agreement. In the event of non-delivery or non-performance, our obligation and liability shall be limited to the refund of any monies prepaid by the customer.
  5. All water softeners are supplied with individual warranties depending on the product chosen. Warranty terms are specific to each product.
  6. Depending on the hardness of your water, you may wish to opt for a separate drinking water faucet at an extra charge. Please discuss this with your NEWS representative before installation.
  7. After installation is completed, NEWS accepts no further liability regarding the drinking water supply unless a separate drinking water filter has also been installed.
  8. NEWS does not accept liability for changes in water quality supplied by the local water provider. Water hardness can vary depending on supply.
  9. Title to all goods supplied by us, including goods and materials fitted or supplied as part of services, is retained by us until the cost of the goods and services has been paid in full and any cheque or negotiable instrument has cleared. Until title has passed, we may take possession of unpaid goods at our discretion. The customer authorises access to the location of such goods for this purpose. NEWS reserves the right to remove stock or products that have not been fully paid for and charge a removal fee of £200.00.
  10. All statements, conditions or warranties, whether express or implied by law or otherwise, as to the quality of goods or services, or fitness for purpose, are excluded to the extent permitted by law.
  11. Appointments should be booked during normal working hours of 9am–5pm, Monday to Saturday, and will be scheduled for the earliest availability of an appropriately qualified engineer.
  12. Our engineers will only perform work on our products or components and will not perform work on other aspects of the property outside these products.
  13. If the fault is not product-related or is not covered by warranty, we reserve the right to charge a call-out fee. The customer is responsible for ensuring that our engineers have clear and safe access to work on the products or components.
  14. If installation can no longer take place, for example due to delays in building or renovation work or work commitments, you must give at least 72 hours’ notice to reschedule. Otherwise, a call-out fee may apply. If our engineer arrives on the agreed installation date and installation cannot proceed, a call-out fee of £100 + VAT may be applicable to cover costs.
  15. NEWS accepts no liability for issues relating to existing pipework, stop taps or other plumbing anywhere on the property.
  16. Once installation is completed, the customer is responsible for reporting any small leaks or weeps from joints or pipework within 14 days of installation. Any issues reported after the 14-day settling-in period will not be the liability of NEWS. Photo or video evidence may be required.
  17. NEWS does not accept liability for water damage or other damage to the property that has gone unnoticed for a long period and has caused further damage.

General Refund Policy

  1. We do not offer a returns policy for stock items ordered unless one of the following applies:
  • If the return is due to an error we have made, we will refund the item and delivery charges.
  • If the item is faulty or damaged, you must contact our returns team within 3 working days of delivery so we can arrange a replacement or refund.
  • If you change your mind within the 14-day statutory cooling-off period, which runs from the date of receipt of order, we will arrange collection of the goods and refund the full amount minus return carriage costs. Return carriage costs are typically £29.99, though these costs can fluctuate. The customer is responsible for return carriage charges.
  1. We will not accept returns unless authorised in advance by a member of staff. Authorised returns are at the cost of the individual and may be subject to a surcharge of a minimum 15% restocking fee.
  2. Please ensure you are ordering the correct items. North East Water Softeners Ltd cannot be responsible for incorrect items being ordered. If you need advice on the right product, please contact us before ordering.
  3. For warranted goods, a valid North East Water Softeners Ltd invoice must be produced. Repair or replacement of goods will be at the discretion of North East Water Softeners Ltd.

Water Softener Warranty for Systems Installed by NE Water Softeners

  1. All water softeners supplied and installed by NEWS have individual warranties, which may vary depending on the product chosen.
  2. For water softeners that come with a 10-year warranty, this is broken down into a 2-year labour and 10-year parts warranty. Within the first 2 years, if there is a malfunction, we will attend the property to fix the water softener. If it cannot be fixed onsite, we will remove the unit and take it back to base for further investigation. There will be no charge for labour or parts within the first 2 years of the warranty.
  3. After the first 2 years, if there is a malfunction, a call-out charge of £100.00 + VAT is applicable. An engineer will attend the property and, if the unit can be fixed onsite, the repair will be made during the visit. Further labour charges may apply depending on the issue. You will be advised of charges before changes or repairs are made. You will not be charged for parts if within the 10-year warranty period.
  4. Any third-party work carried out on the water softener or pipework installed by North East Water Softeners Ltd at the customer’s request will invalidate the water softener warranty. This also applies to removal and reinstallation of water softeners by a third party.
  5. All other products supplied and installed are covered by their own individual warranties, which may vary. You will be advised of these warranties on order.

Warranty for Water Softeners Sold Online

  1. All water softeners supplied by NEWS have individual warranties, which vary depending on the product chosen.
  2. Water softeners advertised online with a 10-year warranty, when correctly installed, are covered by a 2-year replacement warranty and 10-year parts warranty provided by us.
  3. If you experience a malfunction, we will ask you to complete basic checks to confirm the installation is correct and everything is as it should be. We may ask you to send images or a short video of the water softener and the issue.
  4. If it is determined that there is a fault with the water softener within the first 2 years, we will uplift the water softener and replace it with a brand-new product. This reinstates the warranty from the date the new water softener is installed. We will arrange and cover carriage costs.
  5. If the customer cannot disconnect the system, we will provide a plumber to disconnect the defective water softener and reconnect the new water softener. We will arrange the visit by the plumber and organise the return and replacement process.
  6. There will be no charge to the customer within the 2-year replacement warranty if there is a malfunction with the system.
  7. If a malfunction occurs after the first 2 years, call-out charges will apply. We will arrange for a plumber to attend and repair onsite where possible. If this is not possible, the water softener will be removed and sent back to base for investigation. No repairs will be made without the customer’s consent. Repair charges may apply depending on the issue. Parts will not be charged if within the 10-year parts warranty period.

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