Terms of service

Wray-Tech Supplies LTD trading as National Insulation Supplies

 

1. APPLICATION

Wray-Tech Supplies LTD, trading as National Insulation Supplies (“the Company”), hereby sets forth these Terms and Conditions (“Terms”) which shall govern all sales of goods and services to the customer (“the Customer”). These Terms represent the entire agreement between the Company and the Customer, overriding all prior conditions, statements, and warranties, except where not permissible by UK law. A binding contract, subject to these Terms, is formed upon the Company’s acceptance of the Customer’s written or verbal instructions for the delivery of goods or services to the Customer’s usual business location or another specified address. If the Customer does not raise objections within three days of receiving the Company’s order acknowledgement, the acknowledgement, along with these Terms, shall be conclusive. Objections must be sent in writing by registered post to the Company’s address. The Company is entitled to correct clerical or typographical errors in its documentation. Furthermore, by accepting these Terms, the Customer consents to the sharing of their information with the Company’s parent entity in compliance with applicable data protection laws, for the purpose of fulfilling contractual obligations and in accordance with the Company’s Privacy Policy. 

 

1. DESCRIPTION

Goods supplied by the Company shall correspond to the descriptions detailed in the order acknowledgement and the accompanying delivery note. The goods are sold on the basis of these descriptions and are not guaranteed as suitable for any specific purpose or to meet any specific standards of construction unless such suitability or standards are explicitly stated in the order acknowledgement or delivery note.

A. Advertising and Promotional Material: Descriptions and specifications contained in the Company’s advertising, promotional, or informational materials are intended for general information purposes only and do not constitute part of the contract. Reliance should not be placed on these materials for contractual purposes.

B. Specification Changes: The Company reserves the right to alter specifications of the goods without prior notice. Unless expressly stated to the contrary, all specifications, including those stated in the order acknowledgement, delivery note, or in any quotations, are to be considered approximate.

C. Customer’s Obligation for Verification: The customer is responsible for ensuring that the goods ordered are fit for their intended purpose. This includes conducting necessary tests, examinations, and verifying all calculations, specifications, measurements, and representations provided by the manufacturer or supplier of the goods. Any specific requirements or exact specifications desired by the customer must be clearly communicated to the Company within three days following the dispatch of the order acknowledgment.

D. Reliance on Representations: The customer should not rely on any representations made by the Company regarding the goods unless these are explicitly warranted as correct in the order acknowledgement. It is the customer’s responsibility to conduct material and structural tests as required to confirm the suitability of the goods for their intended purpose.

 

1. ORDER PROCESS AND AVAILABILITY OF GOODS

The Company operates as a drop shipping business and, as such, does not maintain physical stock of the goods it offers. Orders are placed through the National Insulation Supplies website and subsequently processed by our parent company, Wray-Tech Supplies Ltd, in partnership with their suppliers.

All orders placed through the National Insulation Supplies website are subject to confirmation. Due to our drop shipping model, we are unable to guarantee immediate confirmation of orders upon placement. An order is considered confirmed only when the customer receives explicit confirmation that the Company has processed the specific order. This confirmation is dependant upon the availability of goods or their constituent parts and labour from our suppliers.

If, due to unavailability through our supplier’s stock in your delivery area, we cannot confirm your order, we reserve the right to propose an alternative product. We will promptly communicate details and seek your approval before proceeding. You have the right to accept or decline the alternative product offer. This ensures transparency and customer involvement in the decision-making process.

The availability of goods is inherently contingent upon the Company’s ability to economically procure these goods through its drop shipping arrangement. The Company is not liable for any delays or failure to perform its contractual obligations if the goods, or any parts thereof, are not obtainable from its usual suppliers via this model.

In cases where goods cannot be procured, leading to non-confirmation of an order, the Company will not be held liable for any resulting delay or non-performance of the contract. Customers will be promptly informed of any such instances where their order cannot be confirmed or fulfilled.

 

1. TIME

The Company endeavours to adhere to estimated delivery times and dates. However, it is important to note that the Company shall not be held liable for any delays in delivery. This includes any indirect or consequential losses incurred by the customer or any third party due to failure to deliver goods within a specified time, date, or to a specified place. In the event of late delivery, while the customer does not possess the automatic right to rescind or terminate the contract on these grounds alone, National Insulation Supplies strives for fair outcomes for our customers. We understand the importance of timely delivery and will evaluate each case individually to determine if fair refunds or cancellations are warranted in such circumstances.

 

1. PRICES

Pricing at Checkout: Prices displayed on the National Insulation Supplies website are the final prices that customers will pay at checkout. These prices include any applicable taxes, fees, and shipping costs.

VAT Inclusion: All prices shown on the website will display an included Value Added Tax (VAT) at the applicable rate. This will be calculated at checkout. And may also be included on all other applicable pages.

Price Updates: Prices may be subject to change without notice. However, the price displayed at the time of checkout will be the price charged to the customer. Price adjustments may occur due to various factors, including fluctuations in manufacturer pricing or adjustments made to remain competitive in the market.

 

1. THIRD PARTY MANUFACTURE

In instances where goods are wholly or partially manufactured by a third party, the Company will, to the extent possible, assign its rights against the third-party manufacturer to the buyer. Unless explicitly requested in writing by the buyer prior to forming the contract, the Company shall not be liable for any defects in goods or services not manufactured or directly supplied by it. The Company is not obligated to inspect goods not manufactured by it prior to delivery and may rely on the representations of the manufacturer or supplier.

If the buyer resells goods subject to this clause, they must include a similar provision in their own terms and conditions. Furthermore, the buyer must notify the Company in writing if they wish the Company to be held liable as a contractor in such transactions. The buyer agrees to indemnify and hold the Company harmless against all claims, actions, and demands made by third parties in respect of goods sold or supplied by the Company under these circumstances. 

 

1. FORCE MAJEURE

The Company will not be liable for delays or non-performance of its contractual obligations arising from circumstances beyond its reasonable control. This includes, but is not limited to, incidents such as fires, accidents (irrespective of cause), strikes, lockouts, criminal acts, government actions or priority orders, transportation difficulties, shortages of fuel, raw materials, or labour, and any events constituting Force Majeure that prevent or delay the manufacture or delivery of goods.

Should there be anticipated delays or difficulties in fulfilling contractual obligations due to the aforementioned reasons, including limitations inherent to the drop shipping model, the Company will endeavour to inform the customer promptly.

 

1. LIABILITY

Upon receiving the order acknowledgement form from the Company, the customer is responsible for promptly reviewing it. Within three days of dispatch, the customer must notify the Company of any discrepancies, errors, omissions, or specific representations on which they rely that are not explicitly stated in the acknowledgement. The customer affirms that their reliance is solely on the terms set out in the order acknowledgement, the delivery note, and any written communication received within the stipulated three-day period.

In terms of liability, the Company’s responsibility for any indirect or consequential loss, or for latent defects in goods, is limited to the amount paid by the customer for the goods in question. This liability is only assumed if the customer explicitly states a requirement for such liability prior to the formation of the contract, in a written form, and defines any limitation of this liability. Any carrier tasked with delivering goods to the customer or as per the customer’s instruction is deemed the customer’s agent and not that of the Company.

The goods are provided “as is” and the Company expressly disclaims all warranties, whether express or implied, to the extent permitted by UK law. This includes, but is not limited to, implied warranties of merchantability and fitness for a particular purpose. The customer agrees to indemnify and hold the Company harmless from any claims, damages, losses, and expenses, including reasonable legal fees, arising from the use or resale of the goods, except where such claims are attributable to the Company’s intentional misconduct or gross negligence.

 

1. INSPECTION

Upon delivery, it is incumbent upon the customer to conduct a thorough inspection of all goods received. This inspection must ascertain that the goods conform in every respect with the contractual requirements, including quantity, quality, and specification, as detailed in the delivery note and the contract. Any discrepancies, including shortages and defects, must be promptly communicated to the Company in writing/email.

The Company disclaims liability for any defects that could have been identified during such an inspection but were not reported as per the terms herein. In the event of goods being damaged in transit, the customer is obligated to notify the Company in writing/email, ideally at the earliest opportunity, but no later than three days following the delivery confirmation of the goods from the company.

Subsequent to delivery, the customer’s entitlement to claim against the Company for any defects is conditional upon the customer notifying the Company in writing/email as soon as such defects are discovered. Additionally, the customer must make the goods available for the Company’s testing and inspection to ascertain the nature and cause of the defects.

 

1. PAYMENT

A. Immediate Payment:

Payment for your order is due at the time of checkout. This immediate payment allows us to process your order promptly and ensures a swift delivery of your chosen items.

B. Online Checkout Process:

Our secure online checkout system makes it easy for you to complete your purchase instantly. You can use various payment methods to finalise your order.

C. Discounts:

 Please ensure that you review and meet the criteria for any applicable discounts. We also have a dedicated promotions page where you can view all current offers and discounts available directly from National Insulation Supplies here 

Disclaimer:

Discount codes are only valid for a limited time and may require a minimum spend. Codes must be entered exactly as provided and may not be used with other offers unless stated. Please be aware that many third-party coupon websites list unofficial or expired discount codes for National Insulation Supplies. Only codes shared directly by us—either on this website or through our official channels—are guaranteed to work.  National Insulation Supplies is not responsible or liable for any fake, misleading, or invalid discount codes promoted by third-party websites or platforms.

D. Invoice Confirmation:

Upon successful payment, you will receive an invoice confirmation detailing your order. This confirmation serves as your receipt.

E. VAT Receipts:

If you require a VAT receipt for your purchase, please get in touch via the contact details on our contact page. Our team will happy to assist you and provide the necessary documentation via email.

F. Non-Immediate Payment (Bank Transfer):

Customers have the option to select bank transfer as a payment method at checkout. Upon selecting this option, customers will receive a message confirming that their order has been received, but processing will not begin until payment is received. Instructions on how to complete the bank transfer will be provided.

Customers should include their order number as the reference when making the payment to facilitate prompt matching with their order. Once payment has been successfully received, the Company will begin processing the order, and customers will receive a confirmation email with relevant information.

G. Buy now Pay Later: 

We now offer the convenience of Buy Now Pay Later options through Klarna and Clearpay. With Klarna, you can choose to spread the payments over 3-4 easy, interest-free instalments, or opt for the Buy Now and Pay later option of 30 days. Similarly, Clearpay offers flexible payment options allowing you to pay for your purchase in 4 interest-free instalments. No additional fee or interest will be charged on instalments, provided they are paid on time. T&C’s Apply.

Please note that the terms and conditions of Klarna and Clearpay may change over time. We recommend reviewing their respective terms and conditions on their websites for the most up-to-date information.

Additionally, while we currently offer Klarna and Clearpay as payment options, availability may vary and they may not always be available at checkout. Please check the available payment methods during the checkout process for the latest options.

This policy also applies to any other alternative Pay Now Pay Later payment methods we may introduce in the future.

 

1. CANCELLATION

Priority on Clear and Fair Approach: National Insulation Supplies prioritises a clear and fair approach in its dealings with individual consumers.

Given that payment is required at the time of checkout, cancellations are typically processed upon request within a specific timeframe. To initiate a cancellation or refund, the customer must notify National Insulation Supplies in writing via email or use the necessary forms provided on our website. This notification should be made as soon as possible after confirmation of the order, but no later than within the 14-day period. For requests made after this period, customers are encouraged to get in touch using our contact forms to discuss further options. While refunds may not be available for requests made after the 14-day period, National Insulation Supplies encourages customers to reach out to assess their situation and explore potential resolutions.

National Insulation Supplies reserves the right to cancel any order in cases where there has been an obvious pricing error. If such an error occurs, customers will be notified as soon as possible, and a full refund will be issued.

 

1. TITLE

Ownership Upon Delivery: Upon the delivery of goods and the subsequent transfer of risk, the ownership and title to the goods shall be vested in the buyer upon completion of the checkout process and receipt of full payment. An online confirmation will serve as the acknowledgment of payment and completion of the transaction.

 

1. INSTALMENTS

Customers now have the option to spread their payments over time using Buy Now Pay Later options such as Klarna and Clearpay. With Klarna, customers can select to pay in 3-4 interest-free instalments or opt for a 30-day payment period. Similarly, Clearpay offers the flexibility to pay for purchases in 4 interest-free instalments. No additional fees or interest will be charged on instalments, provided they are paid on time. T&C’s Apply.

Please refer to the "Buy Now Pay Later" (10. Payments: G) section for more details on these payment methods.

 

1. DELIVERY

Delivery of goods supplied by the Company shall be made to the premises specified by the customer. In instances where the Company undertakes delivery of goods to a site, the customer is responsible for ensuring that the site provides safe working conditions and adequate facilities for the loading and unloading of goods.

Furthermore, the customer agrees to indemnify the Company against any damage caused to the Company’s vehicles, property, or personnel, including subcontractors, during the delivery process, except in cases where such damage is attributable to the negligence of the Company or its employees. This indemnity covers all forms of damage irrespective of how it is caused, reaffirming the customer’s obligation to maintain a safe and suitable environment for delivery activities.

As most of our deliveries are transported by HGVs, it is essential for customers to assess and inform us of any potential restrictions at their delivery location. Customers are responsible for ensuring that their delivery area is accessible for larger vehicles, taking into consideration factors such as narrow roads or other conditions unsuitable for such transportation.

Customer Responsibilities:

• All customers should inform us before placing an order if they believe their delivery location is a restricted area for larger vehicles.
• In the event that customers become aware of delivery access restrictions after placing an order, they must promptly notify us. If an alternative method of delivery cannot be arranged, we reserve the right to cancel the order and issue a refund.
• If an order is shipped using a custom-designated courier, the courier shall be solely responsible for the delivery.
• If an order is fulfilled directly by our supplier, the supplier assumes responsibility for the delivery. However, the customer may be asked to assist with offload.

Cancellation and Returns and Refund Policy:

• If informed after the order, and an alternative method of delivery cannot be arranged, we reserve the right to cancel the order and refund the customer.
• Customers acknowledge that any additional delivery and non-refundable material costs incurred due to restricted access, which cannot be claimed back from our suppliers or delivery couriers, may be passed on to the customer. This includes but is not limited to expenses associated with alternative delivery methods.

By placing an order, customers agree to take proactive measures to communicate any potential access issues, facilitating a smooth delivery process.

Please see our delivery & shipping policy for further information.

 

1. CANCELLATION AND GOODS COLLECTION
   
   In the event of cancellation or the necessity for goods to be collected due to the buyer’s cancellation, the Company reserves the right, at its discretion and as an alternative to other legal remedies, to impose a charge. The charge will be determined by the Company based on a fair evaluation of the circumstances.
   
   Furthermore, if goods are required to be collected after being delivered to the buyer, regardless of whether the goods were sold on a ‘sale or return’ basis or under other conditions, the buyer is obligated to pay a fee determined by the Company. This fee is applicable to all goods collected under such circumstances.

Please refer to our Return, Refund and Cancellation Policy for further details.

 

1. CONDITIONS OF FORBEARANCE, INDULGENCE, AND CONTRACTUAL TERMS

Any act of forbearance or indulgence granted by the Company shall not constitute a waiver of the Company’s rights to enforce these terms and conditions at a later time. Such acts shall not be construed as an estoppel against the Company, nor shall they alter the Company’s right to enforce the terms herein strictly.

Applicable Law and Contract Interpretation:

• All contracts entered into with the Company shall be governed and construed in accordance with English law.
• The headings used in this document are provided for guidance only and do not form a part of the contract.
• The provisions of the Interpretation Act shall apply to these terms and conditions as they would to an Act of Parliament.

Amendments to Terms and Conditions:

• Any variation or amendment to these terms and conditions shall not be effective or binding upon the Company unless it is made in writing and duly signed by an authorised representative of the Company.

Definition of Goods:

• For the purposes of these terms and conditions, the term ‘goods’ encompasses both tangible goods and services provided by the Company.

 

1. RETURNS & REFUNDS

National Insulation Supplies Ltd is dedicated to ensuring customer satisfaction. While refunds are generally at the discretion of the Company, we comply with the Consumer Contract Regulations, offering a 14-day period from the receipt of goods during which a consumer may cancel their contract for any reason. However, it is essential to adhere to the following terms in our Returns, Refunds and Cancellation policy.

 

18. SUBSTITUTION

Due to external forces/geographical location/or extraordinary demand certain items may not be available ex stock at certain times. In such cases the customer will be informed of delivery delays/alternative products available and be given the opportunity to cancel their order and receive a full refund should they wish not to wait or accept the alternative product in substitution.

 

1. PRICE FLUCTUATIONS

Our business model involves billing by our suppliers once the material has been delivered to the customer. However, it is important to note that material prices from our suppliers may vary over time. In the event of a significant price increase by our suppliers after a customer has placed an order, the following conditions apply:

Customer Notification:

• In cases where our suppliers increase prices significantly before the delivery of the ordered material, we reserve the right to notify customers of the price change and its impact on their order.

Cancellation and Refund Policy:

• Customers have the option to proceed with the order at the revised price or cancel the order for a full refund if they are unwilling to accept the new pricing.

Supplier Price Increases:

• While we make every effort to maintain competitive pricing, unexpected supplier price increases beyond our control may occur. If such price increases result in a net loss for us on an order, we reserve the right to cancel the order and issue a full refund to the customer.

Timely Communication:

• We will make all reasonable efforts to communicate any pricing changes promptly and transparently to customers affected by supplier price increases.

By placing an order, customers acknowledge and agree to the possibility of price fluctuations due to supplier increases and the outlined procedures for addressing such situations.

 

1. GDPR COMPLIANCE STATEMENT FOR DROPSHIPPING.

In compliance with the General Data Protection Regulation (GDPR), we are committed to ensuring the protection and proper handling of personal data for all our customers. Our drop shipping operations adhere to stringent data protection principles, ensuring that customer information is processed lawfully, fairly, and in a transparent manner. We collect, use, and disclose personal data solely for the purposes of fulfilling orders with third party suppliers and providing customer service, under a legitimate interest basis. Data is retained only for as long as necessary to provide our services and is secured against unauthorised access, disclosure, or destruction. We also respect the rights of individuals to access, rectify, erase, or restrict the processing of their personal data, in accordance with GDPR provisions. Please adhere to our Privacy Policy for further details.

 

1. COMPLAINTS

We are committed to providing a high-quality service to all our customers. If you’re not entirely satisfied with our service, we want to hear about it. To lodge a complaint, please contact us via email at sales@nationalinsulationsupplies.com or by calling 020 3004 5451. More information can be found on our "contact us" page. Upon receiving your complaint, we will acknowledge it within 2 working days and conduct a thorough investigation. A formal response will be provided within 14 working days of receiving your complaint. We aim to resolve all complaints amicably and efficiently, ensuring your satisfaction with our service.

 

1. ACCEPTANCE OF TERMS: Privacy Policy, Delivery & Shipping Policy, Cookies Policy, Returns, Refunds and Cancellation Policy and all other policy(s) stated on www.nationalinsulationsupplies.com.

By proceeding with the checkout process and accepting these terms and conditions, you also acknowledge and agree to the terms outlined in our Privacy Policy, Delivery & Shipping Policy, Cookies Policy, Returns, Refunds and Cancellation Policy and all other policy(s) stated on www.nationalinsulationsupplies.com. Please take a moment to review our policies here.

We use cookies on our website to enhance your browsing experience. By clicking “Accept,” you agree to the use of cookies as described in our Cookies Policy. You also have the option to reject or manage your cookie preferences by clicking “Manage Cookies.” In the circumstance where the user changes their mind, and wishes to opt-out of our cookies policy, we have created a dedicated "Do not sell or share my personal information" page where the user has the option to opt-out at any point.

We are committed to safeguarding your privacy and ensuring a transparent browsing experience on our website. Your trust is paramount to us, and we value the privacy of every user. If you have any concerns about the use of cookies or the handling of your personal information, please don't hesitate to contact us. Your feedback helps us continually improve our practices and provide a secure online environment for all our users.

 

23. Delivery Damages Caused by Third-Party Suppliers or Couriers:

 

• Liability: National Insulation Supplies shall not be held liable for damages caused during the delivery process by third-party suppliers or other any delivery courier(s). Our responsibility for the goods ceases upon their delivery to the carrier or courier for shipment to the customer. Any claims for damages incurred during transit or delivery will be directed to the carrier or courier service responsible for the shipment/delivery.
• Claims and Resolution: In the event of damages occurring during delivery, customers are advised to immediately notify National Insulation Supplies of the issue. We will endeavour to assist customers in filing claims with the responsible carrier or courier service. However, the resolution of such claims, including any compensation or reimbursement, is subject to the policies and procedures of the carrier or courier service or supplier, over which we have no direct control.
• Indemnification: Customers agree to indemnify and hold National Insulation Supplies harmless against any claims, actions, or demands arising from damages incurred during delivery by third-party suppliers. This indemnification includes but is not limited to legal costs, expenses, and liabilities incurred in connection with such claims.
• Customer Responsibilities: Customers are responsible for inspecting delivered goods and reporting any damages to National Insulation Supplies within a 3-day timeframe. Failure to report damages promptly may affect the customer's ability to file a claim for compensation or reimbursement.
• Our Responsibilities: When a customer reports an issue with a delivery, we are committed to promptly addressing their concerns and finding a resolution. Here's how we handle delivery-related issues.

o   Customer Notification: As previously mentioned, in writing, customers should report any delivery issues to us promptly. This can be done by using our customer feedback form on our website or by emailing us directly.

o   Review and Investigation: Upon receiving the report, we will promptly review the circumstances surrounding the issue.

o   Communication with Suppliers/Courier: We will then liaise with the relevant supplier or courier service responsible for the delivery in question. We will request a detailed statement from them regarding the incident.

o   Collaborative Solution: After gathering all necessary information, we will collaborate with the supplier or courier service to agree on a suitable solution. This may include compensation or reimbursement for any damages incurred.

o   Customer Resolution: Once a solution is agreed upon, we will communicate this to the customer to ensure their satisfaction. It's important to note that during this process, the responsible courier or supplier may directly engage with the customer to reach a mutually agreed solution. In such cases, we will work alongside the courier or supplier to ensure the customer's satisfaction is met.

• Policy Updates: National Insulation Supplies reserves the right to update or modify this section of the terms and conditions at any time. Customers are advised to review this policy periodically for any changes or updates.