Terms & Conditions

Orders and prices

All prices are in pounds sterling and shown including applicable VAT. Online delivery is available only to eligible addresses in our published delivery area. We may decline or cancel an order where fulfilment is not possible; where payment has been taken and we cannot supply the order, we will provide an appropriate refund.

Delivery options and cut-off times

Where available at checkout, customers may select standard delivery within five days (free), priority delivery within three days (£5), or next working day delivery (£10). Delivery times refer to working days unless a different timeframe is expressly agreed. Orders are subject to the applicable order cut-off time, which must be communicated to customers at checkout before they order. An order received after the published cut-off is treated as received on the next working day for delivery scheduling. Delivery options remain subject to operational capacity, safe access, weather, public holidays and circumstances outside our reasonable control. We will contact you if a delivery needs to be rearranged.

Access and safe delivery

Please ensure safe access to your oil tank and enough capacity for the quantity ordered. We cannot deliver safely to unsuitable containers, including oil drums. If the tank cannot accommodate the ordered quantity, please contact us before delivery; a smaller delivered quantity may affect the applicable price per litre, subject to your statutory rights.

Deliveries through houses and buildings

Where a delivery requires our hose or equipment to pass through a home, garage, outbuilding or other enclosed area, please tell us in advance and ensure the route is clear, safe and suitable. Our drivers will take reasonable care to avoid damage or spillage. Customers should protect vulnerable floors, carpets and furnishings and advise us of any particular hazards before delivery. We may refuse or stop a delivery if safe access cannot be provided. We are not responsible for loss or damage caused solely by pre-existing defects, unsafe access or circumstances beyond our reasonable control.

Cancellations, refunds and short deliveries

If you need to cancel, please contact us before delivery. Where applicable, refunds are made using the original payment method. If we deliver fewer litres than you paid for, we will reconcile the delivered amount and any money due back. Refund processing times depend on the payment provider and bank. Your statutory consumer rights are unaffected.

Contact and updates

Contact New City Fuels Ltd on 0800 001 6457 or sales@newcityfuels.co.uk with order or delivery enquiries. These terms may be updated; the terms applicable to an order should be identifiable when that order is placed. Orders must be placed by customers aged 18 or over.