TERMS & CONDITIONS OF SALE | The White Kitchen Company

Terms & Conditions

The White Kitchen Company Ltd (company number 09721233), registered office: Seven Grange Lane, Pitsford, Northampton, England, NN6 9AP; telephone: 01604 435835; email: info@thewhitekitchencompany.com.

Order Acceptance & Formation of Contract
1.1 Design Service Orders
1.1.1. A production order becomes binding when we receive a 50% deposit and provide written confirmation.
1.1.2. The deposit is based on the quotation provided at the point of sale. The final project cost may change if design amendments are made prior to final sign-off.
1.1.3. Orders placed via email or phone are “distance contracts”. Orders agreed in person at our showroom or office are “on-premises” contracts.
1.1.4. We reserve the right to decline any order before confirmation without liability.
1.2 Web Orders (DIY Shop)
1.2.1. Orders placed through our website are considered DIY orders. Customers are fully responsible for the design, specifications, and details provided.
1.2.2. These orders do not include design checks, consultations, or validation by our team. Optional design checks can be provided on request for a reasonable, cost-reflective fee quoted in advance. This does not include the provision of design elevations or visuals unless stated.
1.2.3. All web orders are non-refundable and non-returnable, as the goods are bespoke and made to order.
1.2.4. The statutory 14-day cancellation right under UK consumer law does not apply to personalised or made-to-order items.
1.2.4.1. This does not affect your statutory rights if goods are faulty or not as described.
1.2.5. At our discretion, we may accept cancellations subject to reasonable, evidenced charges for costs incurred up to that point.

Appliances
Appliances are purchased through a third-party supplier and delivered directly to the customer. The customer is responsible for:
• Reporting any defects with the appliance within 48 hours of delivery
• Ensuring agreed returns are in the original packaging where reasonably possible
• Registering all warranties and guarantees
If we take payment for the appliance, we act as retailer and your statutory rights under the CRA 2015 apply. If we act as a disclosed agent for a named third-party retailer and payment is made directly to that retailer, your contract for the appliance is with that retailer; we will assist with reasonable liaison.

Quotations & Validity
3.1. All quotations are valid for 30 days from the issue date unless otherwise stated.
3.2. Prices include VAT unless otherwise specified.
3.3. The remaining balance must be paid at least three weeks before dispatch.
3.4. If payment is not received at least seven days before delivery, we reserve the right to withhold delivery. Any additional costs will be charged to the customer.

Cooling-Off Period & Cancellations
4.1. The 14-day statutory cancellation period does not apply to bespoke or personalised goods.
4.2. We may allow cancellations at our discretion, with reasonable deductions for work already completed.
4.3. To cancel, written notice must be provided.
4.4. If manufacturing has already begun, cancellation may be refused or subject to charges reflecting costs incurred.

Drawings, Designs & Specifications
5.1. All drawings and visuals are for representation only and may not reflect the final product exactly. Final Approved Drawings/Specifications will be issued for your written approval before production.
5.2. Customers are responsible for confirming dimensions, specifications, and layouts.
5.3. We accept no liability for errors arising from incomplete or incorrect information supplied by the customer.

Manufacturing & Amendments
6.1. Once a project enters production, changes may not be possible, and deposits become non-refundable to the extent of costs already incurred.
6.2. Change requests must be submitted in writing and confirmed by us before production begins.
6.3. If an order is cancelled after acceptance, we may retain an amount reflecting costs and losses incurred (e.g., design time, materials, supplier fees).

Colour Matching
7.1. Due to the nature of timber and industrial paint processes, exact colour matching is not guaranteed.
7.2. We aim for a commercially acceptable match. Minor colour variations are not considered defects.
7.3. Non-standard bespoke colours may incur additional charges. Colour samples are available on request, subject to a fee.
7.4. Custom colour matches follow the same principle; minor differences are not considered defects.

Delivery & Storage
8.1 General
8.1.1. We will provide an estimated delivery window. Delivery dates are not guaranteed.
8.1.2. We are not responsible for delays due to third parties or events outside our control.
8.2 Address & Access
8.2.1. The delivery address will be confirmed during order placement and again before delivery.
8.2.2. Customers must inform us in advance of any access issues (e.g., stairs, narrow doors, restricted streets).
8.2.3. Standard delivery is kerbside. Assisted unloading/room-of-choice delivery is available for an additional quoted charge. If you choose kerbside delivery, you must ensure safe unloading arrangements.
8.3 Failed Deliveries
8.3.1. A failed delivery fee will apply if:
• No one is present at the scheduled time
• You selected kerbside delivery and safe unloading has not been arranged
• Access restrictions prevent delivery and were not disclosed
Fees will be reasonable and cost-reflective (e.g., re-delivery, storage, additional handling).
8.4 Delivery Delays & Storage
8.4.1. If you delay delivery by more than 21 days, storage fees may apply.
8.4.2. If the delay exceeds 60 days, we may, after at least 14 days’ written notice, sell the goods under the Torts (Interference with Goods) Act 1977 and deduct storage and selling costs. We will account to you for any surplus proceeds.
8.5 Goods Receipt
8.5.1. Please inspect goods on delivery and note any visible damage. Signing the delivery note confirms receipt but does not waive your rights in respect of hidden defects.

Site Readiness
9.1. The customer must adhere to the Site Readiness Document, provided at various stages of the process.
9.2. A copy of the document can also be accessed here: [insert link].
9.3. If the site is not ready for delivery or installation, additional charges may apply for storage, delays, or return visits.

Installation
10.1 Installations by The White Kitchen Company or Approved Fitters
10.1.1. Where installation is carried out by The White Kitchen Company or one of our approved installers, the work will be covered under our Lifetime Manufacturer’s Guarantee, provided that:
The site meets all conditions outlined in the Site Readiness Document at the time of installation;
Installation proceeds without objection from the installer regarding site suitability.
If the installer deems the site unsuitable for installation due to issues such as dampness, unfinished surfaces, or environmental concerns, but the customer instructs us to proceed regardless, the customer must sign an Electronic Waiver of Warranty and Liability prior to commencement.
By signing this waiver:
The customer acknowledges the unsuitability of the site,
Accepts full responsibility for any resulting damage or failure, and
Waives all rights to warranty claims, including but not limited to repairs, replacements, or rectification works.
Installation will not proceed until a signed electronic copy of the waiver has been received and acknowledged by The White Kitchen Company.
10.2 Installations by Third-Party Fitters
10.2.1. If you appoint your own installer, they must:
• Be suitably qualified and competent
• Follow our official installation guidelines (available on request)
• Accept full responsibility for the quality of installation and its outcomes
10.2.2. We are not responsible for work carried out by independent or customer-appointed installers.
10.2.3. Use of third-party installers may limit your warranty to a 1-year manufacturing warranty (see Section 11.2).

Guarantees & Warranties
The Lifetime Manufacturer’s Guarantee applies only when installation is carried out by:
The White Kitchen Company, or
An approved fitter recommended and authorised by us,
and where the installation is performed in accordance with the Site Readiness Document and without any objections from the installer regarding site suitability.
If installation proceeds against the installer’s professional advice, and the customer signs a Waiver of Warranty and Liability, this Lifetime Guarantee becomes null and void for all affected components and services.
11.2 Limited Warranty for Other Installations
If the customer uses their own installer, a 1-year limited manufacturing warranty applies.
11.3 Scope of Warranty
All products are guaranteed to be:
• Of satisfactory quality
• Fit for their intended purpose
• As described, in accordance with the Consumer Rights Act 2015
11.4. The guarantee does not cover:
General wear and tear
Misuse, neglect, or improper care
Paint wear, chips, water or steam damage
Installation in damp, unfinished, or unsuitable environments (e.g. recently plastered rooms, unheated spaces)
Alterations not authorised by us
Installation carried out by unapproved third parties
Any installation that proceeds against the recommendation of the fitter, for which a signed waiver has been submitted by the customer
Failure to comply with the Site Readiness Document
In such cases, all warranties, guarantees, and aftercare obligations are voided.
11.5 Legal Rights
This warranty is in addition to, and does not affect, your statutory rights under UK law.

Returns & Defects
12.1 Eligibility for Returns
Returns are only accepted if the goods are:
• Damaged in transit
• Defective due to a manufacturing fault
• Incorrect compared to your order
12.2 Notification Period
Please report delivery damage within 7 days to help us investigate. This does not limit your statutory rights for faults discovered later (including the 30-day short-term right to reject).
12.3 Inspection Fee
Where a reported issue is not a manufacturing fault, a reasonable, cost-based call-out fee may apply; any such fee is waived if a manufacturing fault is confirmed.
12.4 Remedies
If an issue is confirmed, you are entitled to repair or replacement within a reasonable time and without significant inconvenience. If repair or replacement is impossible or not carried out within a reasonable time, you may be entitled to a price reduction or final right to reject in accordance with the CRA 2015.
12.5 Alternative Remedies
As per the CRA 2015, a price reduction or refund may be available where repair or replacement is not possible or fails.

Limitation of Liability
13.1 What We Are Not Liable For
We are not liable for: indirect or consequential loss; delays due to third parties or events beyond our control; installation errors by customer-appointed third parties.
13.2 Maximum Liability
Our total liability is limited to the defective/incorrect item and cannot exceed the total value of your contract with us.
13.3 Legal Exceptions
Nothing in these terms limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any rights under the Consumer Rights Act 2015.

Intellectual Property
14.1. All designs, plans, images, content, and materials created or provided by The White Kitchen Company remain our intellectual property and may not be used by a third-party supplier.
14.2. You may not reproduce, copy, distribute, or otherwise use any such content without our prior written permission. Customer-supplied content must not infringe third-party rights; you warrant that you have the necessary permissions.

Data Protection & Privacy
15.1. We collect and store your personal data solely for the purpose of processing your order and maintaining your warranty.
15.2. We will not share your personal data with any third party, except where required by law.
15.3. Customer data is stored securely for the lifetime of the product to support warranty and guarantee claims, including under the Lifetime Guarantee.

Governing Law & Jurisdiction
16.1. These Terms & Conditions are governed by the laws of England and Wales.
16.2. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contract Precedence & Amendments
17.1 Contract Hierarchy
Order of precedence: (1) Your signed order/quotation/contract; (2) these Terms & Conditions; (3) any website terms or email correspondence.
17.2 Amendments
No variation to these Terms will be valid unless agreed in writing by a Director of The White Kitchen Company.

Force Majeure
We will not be held liable for any delay or failure to perform our obligations due to events beyond our reasonable control. These may include (but are not limited to): natural disasters, pandemics, strikes, transport disruption, and shortages of materials.

Customer Responsibilities
You are responsible for: ensuring the delivery address is correct and accessible; informing us in advance of any access restrictions (e.g., stairs, narrow streets); verifying the contents before signing the delivery receipt; preparing your site in accordance with the Site Readiness Document; appointing a qualified and competent installer, if not using our recommended service.

Acceptance of Terms
By placing an order with The White Kitchen Company, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions.

Complaints Procedure
All complaints must be submitted in writing to:
info@thewhitekitchencompany.com
We aim to acknowledge and respond to all complaints within 14 working days of receipt.
Please include your name, contact details, order number (if applicable), and a clear description of the issue.
We take all complaints seriously and will investigate each matter thoroughly before providing a formal response.