GLENFIELD KITCHENS
TERMS & CONDITIONS
INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are:
We are Glenfield kitchens a company registered in England and Wales.
Our company registration number is 8653653.
Our registered office and address is 118-120 Station Road, Glenfield Leicester LE3 8BR.
Our registered VAT number is 328144761.
How to contact us:
You can contact us by telephoning our showroom at 01162 2871551 or by
writing to us at:
Email: info@glenfieldkitchens.co.uk
Post: 118-120 Station Road, Glenfield Leicester LE3 8BR.
How we may contact you:
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
THESE TERMS
1.1 What these terms cover.
These are the terms and conditions on which we supply products to you, whether these are goods (the actual kitchen products) or services (design and installation). We usually provide both goods and services, and so in these terms we refer to these together as product or products.
1.2 Why you should read them.
Please read these terms carefully before you place an order with us.
These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss.
OUR CONTRACT WITH YOU
2.1 Quotations and Orders. These terms and conditions apply once you ask us to carry out any initial steps, including design services, and including prior to any order being placed.
Following the design stage, we will provide you with a full quotation which will set out the goods and services you require. If you wish to proceed with that quotation, you must notify us.
All quotes require a confirmation from customer to accept the quote with a
30% deposit is paid.
An order is only valid once we confirm to you that we are able to accept your order.
2.2 Quotations are valid for 30 days. Delivery and installation costs, unless specified, will be additional.
2.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
2.4 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
2.5 We only sell to the UK. Our website is solely for the promotion of our products in the UK.
Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
PRICE AND PAYMENT
3.1 Where to find the price for the product.
The price of the product (which includes VAT) will be the price set out in your quotation. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 3.4 for what happens if we discover an error in the price of the product you order.
3.2 We will pass on changes in the rate of VAT.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
3.3 VAT Exemptions.
On some developments, there may be a VAT exemption. We will only
provide a VAT free or reduced VAT invoice once we have received proof of exemption.
However if HM Revenue and Customs deem that the project does not or did not qualify for exemption, then we reserve the right to reissue an invoice with VAT and require you to pay it.
3.4 What happens if we got the price wrong.
It is always possible that some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is higher than the price stated in our quotation, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
3.5 When you must pay and how you must pay.
We prefer payment by direct bank transfer but can accept debit or credit card payments. You must pay:
(a) A deposit equal to 30% of the overall quotation in order to place an Order;
(b) The second balance of 65% paid prior to delivery and installation of the
product. We usually request this 5-10 days prior to delivery.
(c) Final Balance 5% is due on completion date.
(d) For any additional sums, such as additional products, or requested extra
work or amendments during the installation, payment is required on receipt of an invoice from us.
3.6 What to do if you think an invoice is wrong.
If you think an invoice is wrong please contact us promptly to let us know.
All orders require a deposit before a start date is confirmed.
CARRYING OUT OF THE SERVICES
4.1. We must carry out the services by the time or within the period which you and we agree (either with us or in writing).
If you and we have agreed no time or period, this will be within a reasonable time.
4.2. Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, we will try to restart the services as soon as those events have been fixed.
Examples of events which might be beyond our reasonable control include:
4.2.1. you change the services, and this means we have to do extra work or wait for extra materials;
4.2.2. we have to wait for your other providers or Third Party Contractors to complete their work before we are able to carry out the services;
4.2.3. materials are not delivered at the time agreed with the supplier of the materials (and we cannot obtain a replacement within a reasonable time or the price charged by a supplier is much higher than the original charge);
4.2.4. we cannot access the site at the times we agreed with you;
4.2.5. you have not prepared the site in the way we agreed with you;
4.2.6. availability of trades people; or
4.2.7. poor weather conditions;
4.3. When we carry out the services, we might not have all of the materials we need.
This might be for a number of reasons, such as:
4.3.1. we have not provided an estimate to you and cannot work out what materials are necessary until we start carrying out the services;
4.3.2. where we have provided an estimate, it might not have been possible to work out what materials we needed at the time we provided the estimate to you and this might only be revealed when we start carrying out the services;
4.3.3. whether or not we have provided an estimate, the condition of an item or the area where the services are being carried out might become apparent only when we start carrying out the services and it might not have been possible to establish it until that point;
4.4. If we need to purchase extra materials, we will buy them from a local supplier, where possible. If we cannot do this:
4.4.1. We will order them from elsewhere and return later to continue to carry out the services
OUR PRODUCTS
Products may vary slightly from their pictures or displays. The images of the products in our brochure, on our website, rendering on our design software and displays in our showroom are for illustrative purposes only. Although we have made every effort to display the colours, sizes and features accurately, we cannot guarantee that a device’s display of the colours or the printed pictures in our brochure accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some products are custom made, all sizes, weights, capacities, dimensions and measurements indicated on our website, in our catalogue or brochure or our showroom have a 5% tolerance.
Appliances prices supplied are based on the manufacturer’s current prices and are subject to change up to the point of order placement. All appliance purchases are made in a single transaction based on prevailing supplier lead times, with a view to having all appliances ready for installation. Appliance costs will be included in the first invoice after the deposit invoice.
The quotation only provides an estimate of these costs and is subject to change with any development or alteration related to the quotation. We will confirm the final price and agreed date for installation upon receipt of deposit. We may vary the final contract price from the quotation by mutual agreement where products or services are different or in addition to those
set out in the quotation.
Natural products can vary. You should be aware that there is natural variation of colour and grain in all timbers. Further, given it is a natural product, there may be a degree of shrinkage or movement which may occur. You should also note that granite is a natural material with variations in colour, pattern and texture, and therefore our guarantee does not cover these issues.
Worktop prices are estimates based on the prevailing prices at the time of quotation and are subject to change. We will provide an estimated price for any worktops you have purchased from us, which will then be confirmed when templating has been carried out after kitchen installation (templating identifies any unforeseen issues with worktop manufacture and installation to allow a final price to be confirmed). Any additional charges due will be
communicated to you within 7 days of completion of the templating process and incorporated into the final balancing payment due on completion of the installation.
Making sure your measurements are accurate.
Usually, we will carry out our own measurements as part of the design services and therefore we are responsible for ensuring these are correct. If we are making the product to measurements and you have given us your
measurements, you are responsible for ensuring that these measurements are correct. You are also responsible for ensuring any goods not supplied by us are suitable for use with our design and in your property.
YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered, please contact us by writing.
We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. All change must be requested in writing.
Nothing verbal is a confirmation.
OUR RIGHTS TO MAKE CHANGES
Minor changes to the products. We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements and
(b) to implement minor technical adjustments and improvements, for example to address a security threat.
These changes will not affect your use of the product.
More significant changes to the products and these terms. In addition, we may make the changes to the product, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.
We endeavour at all times to establish, the design and carrying out of the work , however there are circumstances in which we cannot know the state of the surface area where work is to be done in which case the design and construction and costing have to be reviewed, amended and agreed upon by all parties.
PROVIDING THE PRODUCTS AND SERVICE
8.1. We use a computer aided design software system to produce a 3D design image. The intention is to provide a photo-realistic image of your finished project. Your project will be as close to this as possible although it is not an exact replica of the computer aided design
image.
8.2. If you are unsure of any aspect of the design, measurements or any technical or other aspect of the design, you should raise any query with us to enable us to have an opportunity to clarify any matter and/or amend your design if it is necessary to do so.
8.3. The design will be based on the style and colours you choose. Cabinets, work surfaces and appliances will be based on catalogue pictures/images. The shape, light and space in the room all influence the choice of colours/surfaces meaning each completed project may look
slightly different.
8.4. The Final Design plan confirms what you are getting (i.e. furniture and appliances) and where it is located. The Final Design will supersede and replace all versions of provisional designs and all information, materials, and requirements which you or we have previously communicated to each other. This will form part of your contract.
8.5. The Final Design, as approved by you that it meets your requirements, will form the basis of any Fitting and/or Supply Services that we provide to you. When you agree and confirm the Final Design that will be completed by us of the Design Services.
DELIVERY COSTS
The costs of delivery will be as quoted during the order process or as set out in our current price list.
9..1 When we will provide the products.
During the order process we will let you know when we will provide the products to you. when you are buying products which are not in stock there may be some time between order and delivery. We will always try to keep to the dates provided to you during the order process.
9..2 We are not responsible for delays outside our control.
If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
9.3 If you do not allow us access to provide services.
If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts,
we are unable to contact you or re-arrange access to your property we may end the contract and clause 9.2 will apply, meaning you will need to compensate us. Storage costs are a minimum of £100 per week.
9..4 When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
CANCELLATIONS AND CHANGES
You have 14 days from placing your order to cancel or make changes. However, once the contract is signed and the kitchen goes into production, returns or refunds are not possible.
10.1 You can always end the contract for the supply of a product before it has been ordered and completed. You may contact us to end your contract for a product at any time before we have delivered it or completed supplying it and you have paid for it, but in some circumstances, we may charge you for doing so, as described below.
10.2 What happens if you have a good reason for ending the contract. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not commenced build, been provided or have not been provided properly and you may also be entitled to further compensation.
The reasons are:
(a) we have told you about an upcoming change to the product
(b) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control.
10.3 What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause 10..2, then the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract, including our costs of labour and materials for the product and services (including the design service) already carried out by us at the date of the contract ending.
OUR RIGHTS TO END THE CONTRACT
11.1 We may end the contract if you break it.
We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
(d) you do not, within a reasonable time, allow us access to your premises to supply the services.
11..2 You must compensate us if you break the contract.
If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
REMEDIAL, SNAGGING AND ADDITIONAL WORK
12..1 How to tell us about problems.
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01162 871551 or write to us at info@glenfieldkitchens.co.uk .
Alternatively, please speak to one of our staff in-store.
12.2 Remedial or snagging work for completion of your kitchen/project is included in our service. For the avoidance of doubt the nature of remedial/snagging work is determined by Glenfield Kitchens. Any further return visits may incur a cost.
12.3 If the final payment is due before the remedial or snagging works are complete, payment cannot be withheld.
12.4 Additional work requested by the customer, not on the initial quote, may take additional time and/or cost. Non completion of the additional work by the time of installation is not a reason to withhold payment.
12.5 The working week is Monday to Friday. If you require additional work to be completed Saturday, Sunday or Bank Holidays an additional charge may be required.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you for foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 10.2 and for defective products under the Consumer Protection Act 1987.
13.3 When we are liable for damage to your property.
If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to
your property that we discover while providing the services.
In addition to the terms set out we do not accept any liability
for:
(a) loss, damage, damage to property, or any other claims where that work is
carried out by other third party instructed by you.
HOW WE MAY USE YOUR PERSONAL INFORMATION
14.1 How we will use your personal information.
We will use the personal information you provide to us:
(a) to supply the products to you;
(b) to process your payment for the products; and
(c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.
14.2 We may pass your personal information to credit reference agencies.
Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
14.3 We will only give your personal information to third parties where the law either requires or allows us to do so except that we may however have to
provide your contact details to sub-contractors for the purposes of supplying the products.
OTHER IMPORTANT TERMS
Your Obligations
We ask that you cooperate with us, regarding arranging access at agreed, dates and times agreed, all cupboard are emptied and Personal belongings are removed from the areas of installation.
By supplying information as reasonably requested. You are responsible for obtaining any necessary permissions, licences and consents where needed
We are responsible for arranging the safe and lawful disposal of any waste materials which are generated or removed from the property as a result of our work.
(As quoted for in the price)Unless the quotation specifies otherwise, you will be responsible for any cleaning and redecorating which is necessary after we have completed the agreed services.
Existing appliances being reinstalled remain your responsibility.
We under no circumstance take any responsibility if they do not work, or are damaged during installation.
Signature is required from you waver regarding any handling of exiting your
appliances.
CANCELLATIONS AND CHANGES
You have 14 days from placing your order to cancel or make changes. However, once the contract is signed and the kitchen goes into production, returns or refunds are not possible.
10.1 You can always end the contract for the supply of a product before it has been ordered and completed. You may contact us to end your contract for a product at any time before we have delivered it or completed supplying it and you have paid for it, but in some circumstances, we may charge you for doing so, as described below.
10.2 What happens if you have a good reason for ending the contract. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not commenced build, been provided or have not been provided properly and you may also be entitled to further compensation.
The reasons are:
(a) we have told you about an upcoming change to the product
(b) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control.
10.3 What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause 10..2, then the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract, including our costs of labour and materials for the product and services (including the design service) already carried out by us at the date of the contract ending.
OUR RIGHTS TO END THE CONTRACT
11.1 We may end the contract if you break it.
We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
(d) you do not, within a reasonable time, allow us access to your premises to supply the services.
11..2 You must compensate us if you break the contract.
If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
REMEDIAL, SNAGGING AND ADDITIONAL WORK
12..1 How to tell us about problems.
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01162 871551 or write to us at info@glenfieldkitchens.co.uk .
Alternatively, please speak to one of our staff in-store.
12.2 Remedial or snagging work for completion of your kitchen/project is included in our service. For the avoidance of doubt the nature of remedial/snagging work is determined by Glenfield Kitchens. Any further return visits may incur a cost.
12.3 If the final payment is due before the remedial or snagging works are complete, payment cannot be withheld.
12.4 Additional work requested by the customer, not on the initial quote, may take additional time and/or cost. Non completion of the additional work by the time of installation is not a reason to withhold payment.
12.5 The working week is Monday to Friday. If you require additional work to be completed Saturday, Sunday or Bank Holidays an additional charge may be required.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you for foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 10.2 and for defective products under the Consumer Protection Act 1987.
13.3 When we are liable for damage to your property.
If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to
your property that we discover while providing the services.
In addition to the terms set out we do not accept any liability
for:
(a) loss, damage, damage to property, or any other claims where that work is
carried out by other third party instructed by you.
HOW WE MAY USE YOUR PERSONAL INFORMATION
14.1 How we will use your personal information.
We will use the personal information you provide to us:
(a) to supply the products to you;
(b) to process your payment for the products; and
(c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.
14.2 We may pass your personal information to credit reference agencies.
Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
14.3 We will only give your personal information to third parties where the law either requires or allows us to do so except that we may however have to
provide your contact details to sub-contractors for the purposes of supplying the products.
OTHER IMPORTANT TERMS
Your Obligations
We ask that you cooperate with us, regarding arranging access at agreed, dates and times agreed, all cupboard are emptied and Personal belongings are removed from the areas of installation.
By supplying information as reasonably requested. You are responsible for obtaining any necessary permissions, licences and consents where needed
We are responsible for arranging the safe and lawful disposal of any waste materials which are generated or removed from the property as a result of our work.
(As quoted for in the price)Unless the quotation specifies otherwise, you will be responsible for any cleaning and redecorating which is necessary after we have completed the agreed services.
Existing appliances being reinstalled remain your responsibility.
We under no circumstance take any responsibility if they do not work, or are damaged during installation.
Signature is required from you waver regarding any handling of exiting your appliances.