Your Order
These terms and the details of your order are considered by us to be the whole agreement between you and us for the sale of your kitchen products. Please check the detail within both to ensure they are correct, complete, and accurate. We would specifically draw your attention to any personal specifications, requirements, measurements, plans and layouts in respect of the items to be manufactured, prior to committing yourself to the contract. Should you suspect an error has been made please inform us at least 4 weeks prior to delivery and we will do our best to amend this. Please ensure you read and understand these terms and conditions prior to signing your order, as you will be bound by these terms once an order confirmation (Order Acknowledgement) has been issued in store or electronically. We shall assign an order number to your order, please quote this in all correspondence with us.
Haven Kitchens Warranty
Our unique kitchens all come with a warranty that is backed by ourselves and the manufacturer. In the unlikely event of any manufacturing defects, and the cabinets, doors or drawer fronts should fail, the affected materials will be repaired or replaced on a supply only basis.
- We warrant the quality of our kitchen range of products for a period;
- Haven & W&S Ranges – 25 years on cabinets, and 10 years on doors/drawer frontals.
- Pure Range – 10 years on cabinets and 5 years on doors/drawer frontals
- We warrant any other product supplier for a period of 12 months.
Warranty periods start from the time of delivery.
Our warranty covers all goods and materials to ensure they;
I. Are of satisfactory quality.
II. Are fit for the purpose for which the products are supplied.
III. Are free from material defects in design, material, and workmanship.
IV. Comply with all statutory and regulatory requirements.
V. Conform in all material aspects with their description and manufacturers specification.
This warranty does not apply to any defect in products arising from:
I. Fair wear and tear.
II. Wilful damage and neglect.
III. Accidental damage occurring after delivery.
IV. Use of the products in a way not recommended, or failure to follow instructions and/or care guidelines.
V. Any alteration or repair carried out by you without our written approval.
Some kitchens are part, or all, manufactured from real wood. It is the responsibility of the client to ensure that the room the kitchen is being installed into is free from excessive moisture as defined by our suppliers, and does not suffer from excessive variation in moisture content or humidity. In any warranty claim, we reserve the right to refer this to our suppliers to conduct their own testing, to ascertain if the product has or hasn’t failed due to a manufacturers defect and not an environmental cause.
Our real wood kitchens and kitchen doors are, dependent on the order, sometimes hand finished and finishes may differ from samples supplied or viewed at the time of order. This is dependent on the paint chosen throughout the process and the application of the paint. This is not considered a manufacturing fault, and the correct warranty claim route must be adhered to if disputed by the client.
To finish applicable real wood kitchens on site, the site must be dust free. This also adds to the overall installation time scales, and estimated times for this process should be discussed with your designer or installer.
After this 12-month period, where products are no longer subject to our Haven Kitchens Warranty, we will endeavour to transfer to you, any enduring warranty or guarantee given to us by the manufacturer.
Warranty is not endorsed or underwritten by any external insurance policy.
All warranty agreements are valid only for the original purchaser of the kitchens and are non-transferable.
This does not affect your right to redress under the Consumer Rights Act 2015.
Delivery
Delivery date will be agreed at order acknowledgement stage. If, for any reason, this date is altered by yourself, the client, we reserve the right to add additional charges to your order to cover the costs incurred. We ask that you inform us of any changes to delivery date as soon as you are made aware.
Delivery will be made within the UK only, to an address nominated by you. Delivery charges may apply and will be confirmed at the point of order confirmation. We will give you same day notice, if requested, to advise when your delivery will be made; in the morning or the afternoon.
We will make every reasonable effort to deliver your order within the agreed timescales, and within 60 days, however we cannot guarantee that your delivery will be completed within 60 days of your order confirmation. Occasionally delivery may be delayed due to factors beyond our control. We will let you know if we become aware of an unexpected delay and will arrange a new delivery date with you. We shall have no liability for late delivery if it is delayed within reasonable time frames.
If you fail to take delivery of your order, except where this is a failure by us to adhere to the terms set out or by an event beyond your control, we will store the products until delivery can take place but may charge you an additional fee to cover storage expenses and insurance. We will charge you for any subsequent attempts to deliver your order. If you have not taken delivery within 45 days of our initial attempt to deliver the order, we may, after giving you reasonable prior written notice, dispose of or resell the order.
If we are unable to deliver the whole order, due to shortage of stock or operational issues, we will deliver the order in instalments. There will be no additional delivery cost for this.
If you request that we deliver the order in instalments, there may be an additional delivery cost for this.
You must ensure that either you or a nominated person over the age of 18 is present at the designated delivery address to accept and sign for the delivery.
All deliveries must be checked within 3 working days by yourself as the client. Any discrepancies found between the delivery and the order confirmation must be reported to us within this timescale. It is your responsibility to inspect the products upon delivery. If the products are damaged upon arrival, you must report this to us within 3 working days. Any claims submitted after this time may not be accepted and we reserve the rights to make this decision.
You must ensure that our delivery team have clear and safe means of access to your nominated delivery address. We reserve the right to refuse to deliver, and will store the items at cost to you, until such time the access is clear and safe.
The delivery will take place several days prior to the planned kitchen installation to ensure all items are onsite for your fitter to commence works on the agreed date. You will need to arrange space for the kitchen to be stored in a clean, dry, and secure environment until the installation date.
Worktops – Kitchen installation and preparation for templating
The Kitchen installer must fix all base units and end panels in position. These must be secured and tied into the walls, where possible, before templating. It is imperative that all base units are level.
All appliances must be on site prior to templating. Range/Aga style cookers must be in situ prior to templating.
During templating, the customer must be on site to confirm the size and positions of any cut-outs for hobs/sinks/taps as well as any other details.
Templating and granite fabrication is not an exact science and slight tolerances in both overhangs and thicknesses can be expected. Walls are also rarely straight and natural wall gaps can be expected.
After templating, units must remain in place. If they are moved, this necessitates re-templating of which the worktop installer may charge you.
If you are fitting granite tops onto existing units, you must ensure that the old worktops have been removed.
The customer or his/her representative will be required to sign off the finished work.
Goods not fit for purpose/returns
In the unlikely event that the ordered products do not conform with our terms, please let us know as soon as possible after delivery. You have a 30-day short term right to reject faulty goods, and the right to a full refund within 14 days of it being agreed by all parties. This does not apply if the goods are installed incorrectly.
Where a product has been returned to us, we will make a thorough examination of it and either repair, replace it, or issue a full or partial refund of the defective product. Where a refund is issued due to a defect, the price of the specific item will be refunded in full. For the replacement or repair of a defective product we will not charge you for redelivery. You must notify us of your intention to return a product by contacting your local store.
Where defects are discovered within six months, Haven Kitchens still acknowledge your protection as per the Consumer Rights Act. The defect will be taken as having been present at the time of delivery (unless we prove otherwise). After six months you must demonstrate the issue and may need to provide some evidence (expert opinion etc.). This reverse burden of proof does not apply when you use the 30-day short term right to reject option.
Price and Payment
The price of products will be set out in a quotation provided to you by our store designers. This will be confirmed at the time of order. Prices are liable to change at any time, but changes will not affect any orders that have been confirmed in writing and contracts signed. All prices will include VAT unless otherwise stated. All our fitted kitchens are delivered at the charge defined in your order confirmation, unless otherwise stated.
The price of installation is not included in your quotation and will need to be discussed directly with one of our referred fitters, or your own private fitter. This will form a separate private contract between yourself and your fitter of choice.
Payment steps and methods
Payments of products must be made in advance of delivery as per the terms set out in the order acknowledgement. To secure your purchase we require 50% of your total order value at the point of acknowledgement. This is managed in staged payments as follows:
Design & Survey Fee – 10% of potential order value
This payment is to progress from the initial design phase and covers detailed site survey and additional design work to finalise your order.
– This initial fee is refundable within the first 14 days providing no further designs or surveys have been carried out.
– This initial fee becomes non-refundable after a period of 14 days, or as soon as any additional designs or surveys have been carried out.
Order Acknowledgement – Additional 40% of confirmed order value – taking total payment up to 50% of the total confirmed order value. Any changes after this point are chargeable.
Upon Signing the order acknowledgment, the customer is agreeing and understands:
- That they have read the plans and specification and fully understand what this order includes/excludes.
- That they have checked all relevant room measurements, even if the designer had originally measured the room, to ensure they are correct.
- To pay the full/outstanding balance 7 days prior to the initial delivery unless otherwise agreed.
- If the customer delays the delivery the full balance is still payable 7 days prior to the original delivery date unless otherwise agreed.
- That this is the confirmed order of a bespoke kitchen. The order cannot be cancelled or altered from this point and any changes are chargeable.
- Our Kitchens are bespoke and made to order, we therefore cannot accept returns of supplied items outside of any warranty claims.
Balance Payment – Remaining 50% Balance
The balance payment is due 7 days prior to delivery of the kitchen based on the original date agreed at order acknowledgement. If the date is pushed back after order acknowledgement, the original delivery payment date is still applicable, and additional charges may apply if it is within 2 weeks of delivery.
Payments accepted are cash, all major credit or debit cards or bank transfer. Failure to pay in advance of delivery, as per our terms, will result in the delay/cancellation of your order until the outstanding amount has been paid.
Legal ownership, or title, to the goods will not pass to you until payment has been made in full. Failure to pay any outstanding balance will void any warranty.
Liability
If either us or you fail to comply with these terms, neither party shall be responsible for any losses incurred as a result, except where the losses are a foreseeable consequence of the failure to comply with these terms.
We are not liable or responsible for losses or damages incurred by you due to you providing us incorrect measurements, plans, specifications, choices and details, or failure by you to take account of the features, size, measurements and shape of the space in which you intend to install our products.
Fitter Referral Terms
At Haven Kitchens Ltd., we’re dedicated to helping you create your dream kitchen. While we provide everything we can for you to design and build your perfect kitchen with us, we have chosen to work with local contractors on a referral basis instead of offering installation services ourselves.
As a business, Haven Kitchens Ltd. recommends a selection of installers and contractors based on their reputation and quality of work. However, all customers are responsible for ensuring that they are happy with the terms and conditions that each installer issues at time of their quotation or commissioning.
Haven Kitchens Ltd is not responsible or liable for the installation work carried out by these fitters or any third-party fitter. It is the responsibility of the client to dispute any fitting errors or queries directly with the fitter, and does not form any part of the contract between Haven Kitchens Ltd and you, the client.
Whilst we make every attempt to support in the project management of any installation, it is not the responsibility of Haven Kitchens Ltd to arrange and book any fitting dates with your chosen fitter. We will provide all relevant information required to make an informed decision on fitting dates to ensure the smoothest possible process.
Complaints Procedure
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where you may not be completely satisfied. To ensure we are able to make things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Either call us on: 0333 888 0366
Or write to us (please request proof of receipt if posting):
Barnstaple Showroom
1st Floor HBH Woolacotts Superstore
Brannams Retail Park
Oakwood Close
Roundswell
Barnstaple
EX31 3NJ
what3words: ///cycles.liability.model
Plymouth Showroom
1st Floor HBH Woolacotts Superstore
Unit 1 Coypool Retail Park
71 Coypool Road
Plymouth
Devon
PL7 4FB
what3words ///sting.drive.dozed
St Austell Showroom
1st Floor HBH Woolacotts Superstore
The Valley Retail Park
Gover Road
St Austell
Cornwall
PL25 5NE
what3words ///proofs.tabs.cookbooks
Or email us enquiries@havenkitchens.co.uk
We aim to respond within 3 working days of receiving your complaint, and where possible, will provide you with a date to remedy any issues raised.
Notice of the Right to Cancel
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, for all our products, we will allow you to cancel or amend your order within 14 calendar days of the initial “Design & Survey Fee” being placed. This will be your ‘Cooling Off Period’. During that period if you choose to cancel the contract any money paid by you will be refunded.
After this point you can still cancel if the order has not been Acknowledged and all final paper signed. However, we will withhold the “Design & Survey Fee” to cover the time committed to the project by our designer.
After the order is Acknowledged, and the final acknowledgement pack is signed, your kitchen is ordered, and at this point you are liable for the full value of the order. Should you wish to add new items to your order after this point, it will be a new and separate order and thus separate lead times and additional delivery charges may apply.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the person named below. You may use the form below if you want to, but you do not have to. The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent. Complete and return the attached Customer Cancellation Notice part if you wish to cancel the contract.
If the delivery date requested by customer at the Order Acknowledgement stage requires manufacture of the product to commence within the 14 day ‘Cooling Off’ period, then the customer will potentially be liable for the full contract value.
All our products, with exception of kitchen accessories, are made to order, using the specifications, measurements, plans, choices and details you have provided us with during the ordering process. This remains your responsibility. You may correct any errors prior to Acknowledgement; however, we cannot guarantee changes or cancellation of your order after the Acknowledgment has been signed. Hence, any changes or cancellation of order made after production commenced would cause substantial disruption to the production and as a result incur significant costs. Therefore, we will not be able to provide replacements, or allow you to reject products that have been made to order which have been supplied to you in accordance with specifications, measurements, plans, choices and details you have provided us with during the ordering process, unless the products are faulty or fail to comply with our warranty terms.
Any samples, illustrations and descriptions contained in our catalogues and brochures are issued solely to provide you with an approximate idea of the products. They do not form part of the contract between you and us. We have taken care to show all products as accurately as possible. Despite this, slight variation can occur, for example textures and colours may vary between different batches.
The terms of sale shall become binding once an order Acknowledgment has been issued. A quotation will have been issued to you on the basis that this will become an order. All quotations are valid for 30 days from their date of issue unless we write to you informing you otherwise. Any quotations subject to a promotional offer will be valid for 30 days from its date of issue to you or, if sooner, on the expiry of the promotional offer.
We reserve the right to amend these terms and conditions from time to time to reflect changes in market conditions that may affect our business. Changes in technology, payment methods, laws and regulatory requirements and changes in our systems capabilities. You are subject to the terms in force at the time you place your order with us.
Name of Customer:……………………………………………………………………………………………………………….….…
Address of Customer:………………………………………………………………………………………………………………
…………………………………………………………………………………………….Post Code: …………………..………………
Customer Signature:………………………………………………………….……Date: ………….………………………………
CUSTOMER CANCELLATION NOTICE
Kitchen Project Reference:…………………………………………..………………..……………..………………….……….….
Name of Customer:………………………………………………………………………………..………………..………………….
Address of Customer:……………………………………………………………………………………………………………..
……………………………………………………………………………………………… Post Code: …………………..……………
Email Address:……………………………………………………………………..……………………….…………………..……….
Contact Phone Number:……………………………………………………….………………………………………………………
I/We hereby give notice that I/We wish to cancel my/our contract:
Dated:………….…………………………………… Customer Signature:……………………………………………………….
Work commencing prior to the expiry of the Cancellation Period
If the delivery date requested at Order Acknowledgement stage requires manufacture of the product to commence within 14 day ‘Cooling Off’ period, then you need to complete, detach and return this part of the form. Please retain the above in case you wish to subsequently cancel the contract within the 14 days cancellation period.
I/We agree that Haven Kitchens may commence manufacturing work before my cancellation period has expired.
I understand that if I decide to cancel within fourteen working days, I may be asked to pay for any work that has been done prior to my cancellation. I am aware that in certain circumstances, I can also be liable for the full contract value if decide to cancel the order.