Terms and Conditions

Reco Surfaces Ltd Terms & Conditions

1. Introduction

These terms and conditions (the "Terms") set out your rights and obligations, and those of Reco Surfaces Limited ("we" or "us"), in relation to this website, www.recosurfaces.com (the "Website"), and any products, services and material of any kind available through the Site or us (the "Services").

We are a company registered in England and Wales under registration number 02830877 under the name Reco Surfaces Limited; the address of our registered office is Enterprise House, Priory Road, Freiston, Boston, PE21 9AY. Our VAT registration number is 613 7854 31.

When we refer to "Reco" in these Terms, we mean us, the Site, and/or the Services, according to the context. By ordering from Reco, you accept that you are entering into a contract with us under these Terms. Visitors to Reco who do not order but who nevertheless use the Site, correspond or download material, affirm that they are bound by these Terms each time they access Reco Surfaces.com.

If you do not agree to these Terms, you must not use this Website.

You should be aware that these Terms may change from time to time in accordance with section 13 below.

You will be able to access most areas of Reco without registering your details with us. Other areas, and the opportunity to place orders with us, are only open to you if you submit contact details.


2. Trading details

Whenever you buy a product through this Website, you will be contracting with Reco Surfaces Limited, a limited liability company incorporated in England and Wales under company number 02830877.

Registered office: Enterprise House, Priory Road, Freiston, Boston, PE21 9AY, United Kingdom
Email address: info@recopanel.com
Telephone number: +44 (0)207 3862694
VAT registration number: 613 7854 31


3. Ordering from us

3.1. Product description

We use our reasonable endeavours to make sure that every product on Reco is shown accurately and that prices are correct. However, occasionally there may be small variations in colour, typefaces and layout. The colours on our website are only representational of the finished product. For accurate colour matching please request a sample, visit one of our retail partners or request a RAL or Pantone reference from our sales office info@recopanel.com

3.2. Placing your order

A contract for the purchase of a product is created as follows:

  • The User places the order through the Site by agreeing with their sales representative over email or telephone correspondence: if the product in question includes content selected by the User (for instance our bespoke range) it is a "personalised product"; if it is a standard product which does not include any content selected by the User it is a "non-personalised product"
  • By confirming your order, you are agreeing to purchase the product you have selected
  • At this point, we take payment for your order by means of your nominated payment method
  • We will send to you a "Thank you for your order" email detailing your order, and other information we must provide to you

From time to time, we may reject an order for the following reasons:

a. If, unfortunately, we do not have your chosen product in stock

b. Where we cannot obtain authorisation for your payment

c. If there has been a relevant pricing or product description error

d. If your order otherwise breaches any of the requirements of these Terms

e. The use of images for a personalised product which are corrupted, unsupported technically or inadequately pixelated

f. If a personalised product you wish to order contains anything which contravenes, or appears to contravene, our Content Rules (see section 3.4 below for our Content Rules)

g. We suspect that the order has been placed fraudulently

h. It appears that the order mistakenly duplicates another order

If your order is rejected, we will contact you to confirm this and reverse the payment you have made for that order.

There are limited circumstances in which you may cancel an order after it has been made – see section 6 on this.

Note that we may bar or prevent an individual user, email address or other identifier from making purchases or otherwise interacting with us where we reasonably suspect an association with fraud or other infringements of the law.

3.3. Personalising products

Reco aims to provide you with a fast, high-quality service. Please double-check your order acknowledgement email carefully to check that all the details are correct. It is up to you to ensure that content you have contributed for inclusion in a personalised product is correct, and (for example) is in the format we request. As a courtesy, we may allow you to make changes to your order whilst it is in process (depending upon the product ordered), you will need to contact our Customer Service Team by phone at +44 (0)1205 769002 during our standard opening hours (which are 8.30am – 5.30pm United Kingdom time, Monday to Friday, except Public Holidays in England).

If you are uploading a photo, images must be in TIFF, JPEG, BMP, PS, PSD or EPS format. Any other format such as Word documents and PDFs cannot be accepted. Please turn all TEXT into paths/outlines. Always ensure that all placed images are supplied with the set up file. Files may be set to any scale, just ensure the height and length are correctly proportioned to the final size you require.

Colour: Please ensure the working colour space is always set to CMYK and NOT RGB.

If your require colour accuracy, Please provide colour accrete files, making best use of spot colours and generic colour swatches such as “ Ral and Pantone ”. Then save all this information within the final file.

Scans & Placed Raster Images: All Raster images from file or scans are required to be supplied at a min resolution of 100dpi at full size. Also supplied as CMYK colour NOT RGB.

PDF files: Please be aware that although PDF file are a fantastic way of preflighting your files for print, there can

be issues, unseen with monitors. Any transparencies or special effects in combination with images can cause unexpected results with any postscript printers. Before saving a PDF file, ensure all transparencies have be flattened or rasterised. Also ensure no additional compression has been applied to placed images to prevent pixilation.

For best results, we advise that your images are a minimum of 4MB and bat least 150 DPI. We print images at 150 DPI (Dots Per Inch), so if your image is already to scale there is no need to exceed this amount. If your image is to be scaled by us then please send it at the maximum DPI you have. If you try to upload a photo that has a lower resolution or image size, we will accept it. However, we will email you to let you know that the image may not appear very well on the selected personalised panel.

By uploading, posting, contributing or including any content or material in a personalised product, you grant us a non-exclusive, royalty-free, irrevocable licence (including the right to grant sub-licences through multiple tiers) to use, reproduce, adapt, distribute and communicate to the public that content or material solely for the purpose of performing obligations and exercising rights under these Terms. Note that we may modify content or material in order to conform it to Reco or the requirements of the product you have ordered (such as by cropping images).

Once you have responded to your order confirmation email and asked us to process your personalised order you have entered into a compulsory purchase agreement and cannot change your selected image or refuse the finished product on image quality, choice or dimension/size grounds. It is up to you ‘the purchaser’ to check all of the sizing, cropping and image qualifications before agreeing to proceed with the order and Reco cannot be held responsible for customer errors.

3.4. Content Rules

We do not permit personalised products to include any content or material which:

  • infringes anyone's copyright: in particular, you must ensure that you either own the copyright in an image or any other content that you wish to include in a personalised product or that you are fully licensed by the copyright owner to include that image or other content in the personalised product
  • infringes any other rights, such as a trade mark, of any person or entity or a duty owed to any person or entity, such as a duty of confidentiality
  • contravenes any applicable law (including, without limitation, any criminal law) or regulation
  • is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person
  • misrepresents identity or impersonates any person
  • includes any material containing personally identifying information about another person, such as their address, phone number, or email address, except with the written approval of that person
  • contains material which is pornographic, obscene, indecent or offensive, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group
  • may harass, upset, embarrass or alarm any person
  • gives the impression that it emanates from or has been approved by us
  • advocates, promotes or assists any unlawful act

The above are our Content Rules.

3.5. Ordering multiple products

When ordering multiple products as part of the same order, Reco will inform you as to whether they will (or can) be despatched on the same day or as part of the same delivery

3.6. Payment

You can pay for your products using BACS, cheque or credit card, debit card or any other payment method through our PayPal portal which we will make available to you at the time of your order.

All products must be paid for in full before dispatch unless you have a trade account with Reco.

4. Supply and pricing of products

4.1. Supply of Products

Reco products sold by us through our Website and retailers are manufactured and shipped from factory in Boston, Lincolnshire in the United Kingdom.

4.2. Prices and VAT

All prices of products shown on the Website exclude Value Added Tax at the prevailing rate.

4.4. Postage and packaging charges

For most items sold through third party retailers, prices are shown inclusive of postage and packaging charges. For quotes obtained through our website postage will be shown separately in the confirmation email before you place your order. In some cases, prices shown may include postage and packaging. If this is the case this will be clearly stated.

4.5. VAT Receipts

In most cases your order confirmation email contains all the necessary information to constitute a simplified VAT receipt in line with the HMRC guidelines. However, should you require a Full VAT invoice you can request this via our contact form here. Please allow up to 10 working days for the full VAT invoice to be sent.

4.6. Substitute Products

Please note that if a product is unavailable, we may substitute it with an alternative product unless you request us not to do so.

5. Delivery

During the order process, Reco will generally notify you of the despatch dates available and the expected timeframe for receiving your order; however, Reco does not guarantee delivery dates or times. We will make you aware of delivery charges (if any) before you place your order.

Expected delivery times and charges will differ depending on which products you order. More details are set out below.

5.1. General despatch information

The despatch date is the day we SEND the item you have ordered, NOT the day it will be delivered.

  • Your order is likely to arrive much faster if you use a postcode
  • You can check that you have the correct postcode by using the Royal Mail's handy postcode finder available at www.royalmail.com/find-a-postcode. To state the obvious, we are not responsible for the accuracy of the Royal Mail's postcode finder
  • It is your responsibility to ensure that the delivery address you provide for any order you place is correct

You can find more detail around delivery of our products here

5.2. Circumstances Beyond Our Control

Neither we, nor any delivery service that we use, shall be liable for any failure to perform Services where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or industrial dispute or strike.

6. Changing or cancelling an order

Before you request a change or cancellation, it is best to check the status of your order by emailing us here. If the order has entered production then unfortunately it cannot be amended or cancelled.

It is best to call us if you need to cancel or change your order - dial. +44 (0)1205 769002. Please have your order number or the sales representatives details available so we can answer your query as quickly as possible.

Emails are answered during business hours (Monday - Friday 8.30am – 5.30pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes requested in the email.

7. Returns and refunds

At Reco, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem within 24 hours. We will then advise you on whether you are eligible for a refund or replacement.

We have different rules for returns of (a) personalised products and (b) non- personalised products – see "Returning products and issuing refunds" below.

7.1. Reporting a problem

If for any reason you are not happy with your Reco order, please contact our Customer Service Team on +44 (0)1205 769002, or use our email. You will need to quote your order number or the sales person you have been dealing with, or the email address you have registered with us and the details of the problem with the order.

We aim to acknowledge any complaint within 14 working days (usually it takes 1-2 days), and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to show our technical department. Should it be necessary, we will then advise you how to return your item.

7.2. Returning products and issuing refunds

Personalised or Bespoke products

Where an item is faulty, we will ask you to return it to us within three days of receipt. You can contact our Customer Service Team to arrange for a free collection but if the fault turns out not to be ours then you will be liable for this cost. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with or back into your Bank via BACS. Alternatively, we may offer to reprint (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size. Please see section 3.3, 'Personalising products', for more information.

Non-personalised products

Some of the products you can buy from us are form our standard Reco and designer ranges and are non-personalised. You have the right to cancel your contract for the purchase of a non-personalised product, provided you notify us of the cancellation – either by calling us or using our email – no longer than 2 days after the day following the day on which the product is delivered. You must return the unused non-personalised product to us within 14 days of notifying us of the cancellation, and must pay the cost of returning the product to our nominated address. We will refund the purchase price you have paid for the product and its standard delivery charges (but not any expedited, tracked or other special delivery charges you may have chosen to pay) within 14 days of its return. However, if the value of the product has been reduced by any handling of it beyond what is necessary to check whether the product is as expected, we may deduct an amount to reflect that reduction in value from the sum we refund to you. Note that the value of a product may be reduced to nothing if its protective film or capping seal has been removed. Please follow any returns procedure for non-personalised products which we specify from time to time.

Note that the right to cancel a contract and return a product as described in the paragraph above does not apply to personalised / bespoke product.

8. Privacy Policy

Reco is committed to protecting your privacy. We promise to use the information that we collect about you in accordance with the Data Protection Act 1998. We are listed in the Register of Data Controllers under the number Z4843659.

The Data Protection Act 1998 gives you the right to access personal data held about you. Your right of access can be exercised in accordance with that Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the personal information we hold about you.

8.1. How we use your contact information

The personal information you provide to us will include your contact and delivery details, payment information, and information about people to which you wish us to deliver products.

We will not disclose any of your personal data without your permission unless:

  • we are legally entitled to do so (for example, pursuant to a court order or for the purposes of prevention or detection of crime or fraud)
  • we are in negotiations with a third party for the sale or purchase of Reco or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets
  • Reco, or substantially all of its assets, is acquired by a third party, in which case personal data held by Reco about its customers will be one of the transferred assets
  • to enforce or apply these Terms and other agreements to which you are party, or to protect our rights, property, safety, customers, or others

We will use your information to send you email newsletters, keeping you informed of new products and seasonal offers. You can choose whether to receive these newsletters when you unsubscribing from the service.

Where a phone number is requested, we may use this to contact you to ensure that you are happy with the service you received.

8.2. Cookies

You can find out about our use of cookies here.

8.3. Credit card transactions

Your full card details are not recorded or stored in our database. Reco collects and stores only the PayPal available data. Once we have received authorisation from PayPal or our Bank then we will confirm your order.

9. Use of the Website

9.1. Abuse of service

You agree not to use Reco directly or indirectly for any unlawful purpose, or to cause distress or offence to any person. You also agree not to upload, email to us or print any images or other material which might infringe our Content Rules (set out in section 3.4 above).

9.2. Intellectual Property

All text, software, music, sound, photographs, graphics, video, page layouts, design and other material that appears on the Website is protected by Reco or third party copyrights, trademarks, service marks, patents or other proprietary rights and laws. "Reco" is our registered trademark, and you agree not to display or use it in any manner without our prior written consent.

You may use and access Reco to the extent required for the use of the Services in accordance with these Terms, and for the purpose that we make them available. You are not allowed to remove any copyright, trade mark or other intellectual property notices contained in material taken from Reco.

No-one may copy, distribute, show in public or create any derivative work from Reco, or any of the material which is found on Reco unless properly licensed in writing by us to do so. You are not allowed to use Reco (or to copy or use any material found on Reco) for any commercial purpose other than to conduct the purchase of a product from Reco.

No-one may use any robot, spider, scraper or other automated means to access Reco for any purpose without our prior express written permission.

9.3. Website content and service access

We will always try to ensure that Reco is relable 24 hours a day. However, we will not be liable if for any reason the Website is unavailable at any time, or for any period.

9.4. Links

Occasionally, we may provide links to other websites or resources for your convenience. We do not endorse the contents of those websites and are not responsible for their availability or service. We will not be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked third party websites you do so at your own risk.

9.5. Liability

We use reasonable care and skill to provide Reco products in accordance with our specifications for but:

  • the Services are provided "as is"
  • we cannot and do not guarantee that Reco or the Services will meet your requirements

We shall have no obligation, duty or liability whatsoever in contract, tort (including negligence, breach of statutory duty and any other tort) or otherwise, save as expressly provided in these Terms.

Nothing in these Terms excludes or restricts our liability for fraudulent misrepresentation or for death or personal injury resulting from our negligence, nor our contractual obligations in respect of products we agree to supply following our acceptance of your order in accordance with section 3.2. We are under a legal duty to supply goods which conform to our contract with the User.

We, our agents, directors, officers, shareholders, employees and subcontractors will not be liable to you or anyone else, whether in contract, tort (including negligence, breach of statutory duty or other tort) or otherwise:

  • for any loss of revenue, data, business, anticipated savings, profits, opportunity, goodwill or reputation, or for any business interruption
  • any loss or corruption of data
  • any loss or damage which does not directly result from (or which exceeds that which was caused as a direct result of) our breach of this Agreement, howsoever caused or arising

Except as expressly stated elsewhere in these Terms, all representations, warranties, conditions and other terms, whether express or implied (by common law, statute, collaterally or otherwise) are hereby excluded, except in the case of fraud, or where such exclusion is not permitted by law.

We will not be liable for any failure to perform our obligations under these Terms caused by matters beyond our reasonable control.

You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the Terms by you, your use of the Website.

The provisions of this section 9.5 shall survive the termination or expiry of these Terms.

9.6. Suspension

We reserve the right at any time and without notice (a) to suspend or terminate your ability to access Reco, (b) to suspend or terminate your use of all or part of the Services and/or any then-current orders for products, and/or (c) to take technical and legal steps to stop you from using Reco if you appear to us to be in breach of any provision of these Terms. Should we do so, you acknowledge that we shall not incur any liability to you or to any other person.

In addition, we are entitled to suspend provision of all or part of the Services at any time if we are obliged or advised to comply with an order, instruction or request of any limb of government, or any regulator, court or other competent authority.

9.7. Contact from third parties

If anyone contacts us in relation to you or your transaction, then you agree:

  • to provide all reasonable information and assistance we may require in connection with responding to that contact
  • to respond promptly and accurately to it, should we pass the message to you for a response

10. General

These Terms are intended to contain your entire agreement with us relating to the Services and the Website.

If any of these Terms is found to be invalid this shall not affect the validity of the remaining provisions which shall remain fully enforceable. Our failure to act with respect to a breach of these Terms by you or others does not waive our right to act with respect to subsequent or similar breaches.

Only you and Reco shall be entitled to enforce these Terms. No third party shall be entitled to enforce any of these Terms whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.