Terms and Conditions

2. Quotations and Pricing

2.1. All quotations are based on the information, measurements, specifications and requirements available at the time of preparation.

2.2. Unless otherwise stated, quotations are valid for 30 days from the date of issue. The Company reserves the right to revise an expired quotation.

2.3. Quotations will specify the products, materials, installation works and other services included in the proposed project.

2.4. Any items, materials or works not expressly included in the quotation shall be treated as excluded.

2.5. Where unforeseen circumstances, changes to the specification or additional work affect the agreed price, the Company will notify the Customer and obtain agreement to any additional charges before undertaking the additional work, except where immediate action is reasonably necessary to address an emergency or prevent damage.

2.6. All prices will clearly state whether VAT is included or payable in addition.

3. Orders and Deposits

3.1. An order shall be considered accepted once the Customer has approved the quotation in writing and any agreed initial payment has been received, subject to any further order confirmation issued by the Company.

3.2. The deposit amount and payment schedule shall be specified in the quotation or order confirmation.

3.3. Deposits may be used to secure materials, place supplier orders, arrange labour and allocate project dates.

3.4. The Company will explain any non-refundable or committed costs that may apply in the event of cancellation. Any cancellation charge must be lawful, proportionate and consistent with the Customer’s statutory rights.

3.5. The Company will not treat a deposit as automatically non-refundable where the law provides the Customer with a right to a refund.

4. Kitchen Design and Specifications

4.1. Designs, plans, drawings and visual representations are provided to illustrate the proposed kitchen layout and specification. Final appearances may vary slightly due to lighting, screen settings, material characteristics and manufacturer tolerances.

4.2. The Customer is responsible for reviewing and approving the final layout, finishes, colours, appliance selections, accessories and other specified details before orders are placed.

4.3. Where the Company arranges measuring or design services through a third-party supplier, the relevant arrangements and responsibilities will be confirmed as part of the project.

4.4. The Customer must disclose any known structural issues, service locations, access restrictions or other information that may affect the design or installation.

4.5. Changes requested after design approval may result in additional costs, revised delivery dates or replacement charges for items already ordered.

5. Kitchen Supply and Materials

5.1. Products will be supplied in accordance with the accepted quotation and agreed specification.

5.2. Product availability and delivery dates are subject to supplier confirmation. The Company will inform the Customer of any material changes to anticipated delivery arrangements.

5.3. Where a specified product becomes unavailable, the Company may propose a suitable alternative. No material substitution will be made without the Customer’s agreement.

5.4. Natural materials and manufactured finishes may exhibit reasonable variations in colour, grain, texture or pattern. Such variations will not automatically constitute a defect, provided the products comply with their applicable specifications and legal requirements.

5.5. Manufacturer warranties will be passed on to the Customer where applicable. These warranties are in addition to, and do not replace, any statutory rights the Customer may have.

6. Installation Works

6.1. Installation will be carried out in accordance with the agreed quotation and project specification, using appropriately competent personnel.

6.2. The Customer must provide reasonable access to the property, suitable working conditions and access to available utilities where required for the agreed works.

6.3. Unless expressly included in the quotation, the Customer is responsible for removing personal belongings, clearing work areas and arranging the removal of existing furniture, appliances or materials.

6.4. Plumbing, electrical, gas, structural, plastering, tiling, decorating, flooring and other associated works are excluded unless expressly included in the quotation.

6.5. Any gas, electrical or other regulated work will be undertaken by appropriately qualified or registered persons where required by law.

6.6. The Company will take reasonable care to protect the property while carrying out the works. The Customer should remove or protect valuables and fragile items from the working area.

6.7. The Customer must inform the Company of any known hidden services, hazardous materials, structural defects or other site conditions that could affect the works.

6.8. If concealed defects or unforeseen conditions are discovered, the Company will explain the implications and any proposed additional work before proceeding, except where urgent action is necessary to protect persons or property.

7. Customer Changes and Additional Works

7.1. Requests to change the layout, materials, products or installation specification after acceptance may affect the price and programme.

7.2. Additional works will be agreed in writing, including the applicable price and any revised completion date, before they commence.

7.3. The Company shall not be responsible for delays or additional costs caused by changes requested by the Customer, subject to the Company’s obligations under applicable law.

8. Delivery, Scheduling and Delays

8.1. Any delivery, installation or completion dates provided are estimates unless expressly agreed in writing as binding dates.

8.2. The Company will make reasonable efforts to meet agreed schedules and will notify the Customer of significant delays.

8.3. Delays may arise from supplier availability, transport issues, adverse site conditions, additional works, customer-requested changes or other circumstances outside the Company’s reasonable control.

8.4. Where a delay affects the Customer’s legal rights or an agreed contractual deadline, the Company will comply with the applicable legal requirements.

8.5. The Customer must notify the Company promptly if access arrangements or other circumstances may prevent the scheduled works from proceeding.

9. Payments

9.1. Payments shall be made in accordance with the stages and dates stated in the accepted quotation.

9.2. The Company will issue invoices for payments due under the agreed payment schedule.

9.3. Any balance due following completion shall be payable in accordance with the agreed terms, subject to the Customer’s statutory rights and any agreed snagging or remedial arrangements.

9.4. If a payment is overdue, the Company may give written notice requesting payment and explaining any applicable consequences. Any interest, recovery costs or suspension of work must be permitted by the contract and applicable law.

9.5. The Customer must raise any concerns about an invoice promptly and provide sufficient details for the Company to investigate.

10. Inspection, Snagging and Workmanship

10.1. On completion, the Customer should inspect the installation and notify the Company of any apparent defects or incomplete items as soon as reasonably practicable.

10.2. The Company will review notified issues and, where it is responsible for defective or incomplete work, arrange appropriate remedial action within a reasonable period.

10.3. Minor snagging items that do not prevent the kitchen from being used safely may be completed after the main installation, by agreement with the Customer.

10.4. The Customer must allow reasonable access for inspection and any agreed remedial works.

10.5. Nothing in this section limits the Customer’s legal rights in relation to defective products, services or workmanship.

11. Cancellations and Returns

11.1. Cancellation requests must be submitted in writing to the Company.

11.2. Where the Customer is a consumer and the contract is entered into online, by telephone, at the Customer’s home or otherwise away from the Company’s business premises, statutory cancellation rights may apply. The applicable rules depend on how and when the contract was made and the nature of the goods and services supplied.

11.3. Where a statutory cancellation right applies, the Company will provide the required cancellation information and comply with applicable refund and payment rules.

11.4. Some goods, including certain bespoke or made-to-order items, may fall within statutory exceptions to cancellation rights. Any applicable exception will be assessed in accordance with the law and explained to the Customer.

11.5. Where no statutory cancellation right applies, cancellation charges may reflect reasonable, evidenced costs incurred and commitments made, subject to the contract and applicable law.

11.6. Returns of unused, standard-stock items are subject to the applicable supplier and Company return arrangements. This does not affect statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

12. Customer Responsibilities

12.1. The Customer must provide accurate information, approve designs and specifications in a timely manner, make payments when due and provide reasonable access for the agreed works.

12.2. The Customer must obtain any permissions or approvals for which they are responsible, including landlord, freeholder, planning or building-control approvals where applicable.

12.3. The Customer must notify the Company of any relevant restrictions on working hours, parking, loading, access or use of communal areas before the installation date.

12.4. The Company will advise the Customer where additional approvals or specialist assessments appear necessary, but responsibility for obtaining them will be determined by the agreed scope of work and applicable law.

13. Liability and Insurance

13.1. The Company will exercise reasonable care and skill in supplying its services and carrying out installation works.

13.2. The Company will be responsible for losses where and to the extent required under the contract and applicable law.

13.3. Nothing in these Terms and Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or the Customer’s applicable statutory consumer rights.

13.4. Subject to the preceding provisions, the Company shall not be responsible for defects or damage caused by misuse, inadequate maintenance, unauthorised alterations, third-party work or pre-existing property defects, except to the extent that the Company is legally responsible.

13.5. The Company will maintain any insurance required by law and any other insurance expressly agreed for the project.

14. Complaints and Dispute Resolution

14.1. Any complaint should be submitted to the Company in writing, with details of the project, the issue and any supporting photographs or information.

14.2. The Company will acknowledge and investigate complaints within a reasonable period and seek to resolve matters fairly.

14.3. Where appropriate, the Company may arrange an inspection, propose remedial works or discuss another reasonable resolution.

14.4. Nothing in this section prevents either party from exercising their legal rights or pursuing an appropriate legal remedy.

15. Data Protection and Privacy

15.1. The Company will process personal information in accordance with applicable data protection legislation and its privacy notice.

15.2. Customer information will be used for legitimate business purposes, including quotations, orders, project management, customer service, invoicing and legal compliance.

15.3. Further information about how personal data is collected, stored, used and shared will be provided in the Company’s privacy notice.