Terms for non-bespoke items purchased online
We accept orders from residential consumers only, delivery will be to mainland UK only. We do not accept orders from commercial (business to business) customers. The website content is presented in the English language only. All prices shown on this website include VAT at the current rate of 20%.
These terms are applicable to items purchased online at www.buy-kitchen-worktops.co.uk, this includes timber worktop blanks, timber and Slab Tech worktop installation kits, care and maintenance kits , Slab Tech Modular Blank worktops and sinks.
To print a copy of these terms, click on ‘file’ and then ‘print’ on your computer.
If you are purchasing bespoke fabricated goods from us, please click here for the ‘Template and Fit Terms and Conditions of Sale’.
Online ordering and payment with us is safe and secure. We use Sage Pay to collect and process transaction information. No payment information is stored by us on our website. To view the Sage Pay security policy please click here
Buy-kitchen-worktops.co.uk are PCI DSS compliant. This demonstrates our commitment to payment card security. Compliance is Secured by Elavon®.
To keep track of cart data, WooCommerce makes use of 3 cookies:
The first two cookies contain information about the cart as a whole and helps WooCommerce know when the cart data changes. The final cookie (wp_woocommerce_session_) contains a unique code for each customer so that it knows where to find the cart data in the database for each customer. No personal information is stored within these cookies.
To place an order, select your items, place the items into your shopping basket, then follow the instructions on the website through to checkout. If you are purchasing solid timber worktop blanks or Slab Tech worktop blanks, the relevant care kit or installation kit will be added to your basket. These are mandatory purchases and are required for the warranty of the products. Please adjust the amount of kits in your basket prior to checkout, however the minimum amount must be one kit. In the event you delete all kits, we will suspend your order and contact you to either;
i. cancel your order and accept a full refund
ii. add the relevant kit to your order and proceed
By placing an order with us online you are entering into a contract with us to purchase the specified goods.
Your order acknowledgement
We will email an acknowledgement as confirmation we have received your order.
In the event any products ordered by you are out of stock, we will contact you by telephone and email. We will advise you of any delay in the delivery time and give you the option to cancel your order, in which case we will process a full refund to the payment card used to place your order within 2 working days.
If you have made an error on your order, please contact us on receipt of the order acknowledgement from us, or within 1 working day of you placing your order, and we will happily amend your order. In the event your order value increases we will require you to pay us the balance before we continue to process the complete order. In the event your order value decreases, we will process a refund immediately back to the original card you used as payment for your order.
Our standard delivery period for stock items is 7 working days, but can be up to 30 days. For the avoidance of doubt, working days exclude Saturdays, Sundays and Bank Holiday days. Delivery times will also be extended during Christmas and New Year due to factory shutdown. Dates affected are December 23rd to January 4th. During this time no orders will be processed or delivered. The cost of delivery is included in the cost of the goods ordered. We do not deliver to any address outside mainland England, Scotland and Wales.
We will contact you by telephone and email to advise you of the exact delivery date and an approximate time slot.
Delivery is to ground floor only. We only supply one driver to deliver your products, therefore the driver may ask for your assistance to offload the goods.
All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any shortage or damage must be clearly written on the delivery note and we must be informed via telephone and electronic mail within 24 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.
Should delivery be unsuccessful due to you or your authorised representative not being at the property on the scheduled delivery date, or you are unable to assist with the offloading of the goods if required, you are liable for any and all costs incurred in returning the goods to the warehouse and subsequent re-delivery of the goods . The cost for re-delivery will be £135.00 including VAT. Re-delivery will not be scheduled until you have paid the associated costs. Re-delivery will usually be within 7 working days, but can be up to 30 days.
We advise that you do not instruct your installer until you have received the goods and have checked them to ensure they are correct , complete and undamaged, as no claims will be accepted by us for aborted installation work or time lost.
The risk in the goods shall pass to you on delivery.
Cancellation and Returns
Consumer Contracts Regulations protect private individuals when purchasing goods online, and give you the right to cancel the contract for the purchase of any item(s) from the date in which you placed your order and within 14 calendar days following the day on which the item(s) are delivered.
To cancel, please contact us by telephone on 01223 290531 and confirm your request by email to [email protected] Alternatively you can use the model cancellation form, which can be found here model cancellation form
You will be responsible for the transportation of the goods back to the warehouse from where they were despatched. The goods must be insured whilst in transit for the full value. Customer returns must be agreed in writing or by email by both parties before the goods are returned. Refunds will be processed within 14 calendar days of collection.
We will exchange or repair items if they are faulty or defective on delivery to you provided that you notify us by telephone and email within 5 working days of delivery.
We, nor our suppliers, will be liable for defects arising from fair wear and tear, incorrect use, accidental damage, failure to comply with our installation and aftercare instructions, excessive handling, or negligence by you or your installer. All products to be returned must be repackaged in their original packaging. We reserve the right to fully inspect all returned items before we process a refund. We reserve the right to charge you for any defects found to be outside of our liability.
We make every effort to ensure the prices shown on our website are accurate. All prices shown are inclusive of VAT ( no. 943568884) and delivery. In the event we identify a pricing error during the checking of your order, we will contact you by telephone and email to advise you of any errors. We will either refund you the difference if the price shown is higher than the price you should pay, or request further payment from you if the price shown is lower than you should pay. You will be entitled to a full refund if you do not wish to proceed with your order. Refunds will be processed within 2 working days of you notifying us that you do not wish to proceed with your order.
In the event you wish to make a complaint to us, then please call us on 01223 290531, or email us at [email protected] or write to us at Premservice Limited, 2 Mill Road, Haverhill, Suffolk, CB9 8BD. All complaints will be responded to within 2 working days. Please note we are unable to make site visits to inspect and/or resolve complaints, however our suppliers may, at their discretion, and with your agreement, arrange to send a representative to site to resolve issues where digital images sent to us by you are inconclusive for us to reach resolution.
Any work carried out to any of the goods received constitutes immediate acceptance of the items. This includes cutting, oiling, or any alterations that remove the item from its original condition. Any defects or faults later reported will be deemed as to have been caused, and thus bear the responsibility of, the customer (unless the customer can demonstrate otherwise). We are not responsible for any fault or damage caused by negligent installation or failure to comply with our installation and aftercare instructions.
Please do not attempt to fix any problem yourself without contacting us first. We are unable to accept a return of any goods if any unauthorised alterations have been made. If goods have been altered without our prior authorisation this may invalidate the manufacturer’s warranty.
There is a manufacturing tolerance for all standard sized worktops. The manufacturing tolerance of a timber stave size is +/-2mm. Staves may not line up if you are attempting to join two worktops in a straight line or at 45 degrees in a corner. Samples and digital images of all goods are for guidance only. We cannot guarantee actual products will match samples and images exactly. As wood is a natural product we cannot guarantee any replication of colour from piece to piece. Small natural imperfections in timber are deemed acceptable and the customer accepts that small sound knots and minor shakes, which do not affect the performance of the worktop, are acceptable and shall not constitute faults or defects. Larger natural imperfections may occasionally appear on the underside of the worktop, and these shall not constitute faults or defects as long as they do not affect structural rigidity. Gradual movement of timber cannot be prevented due to natural contraction and expansion, and after installation small cracks may appear, a few millimetres in width. This comes as a standard with all timber and is accepted as the nature of each individual section of wood and is not a fault or defect. Any movement is a natural characteristic and is not deemed a fault. Any minor cracks are not faults or defects and can be filled neatly and easily using a similar coloured wax filler if necessary.
Care and Maintenance
We cannot be held responsible for the lack of initial oiling, incorrect installation, maintenance or general mishandling of your new timber or Slab Tech worktops. You must use the installation and care products provided in the Installation and Care and Maintenance kits despatched with your new worktops, as per the linked documents below, to ensure the product warranty remains valid.
You will receive all manufacturers’ warranties with your purchased goods. All Apollo products are supplied with a 10 year limited warranty. Franke sinks are supplied with a 50 year guarantee against manufacturing defects. Warranties will be invalidated if you do not use the Installation, Care & Maintenance kits provided.
We shall not be liable for any failure or delay in performing our obligations under these terms and conditions to the extent that such failure or delay is caused by any event beyond our reasonable control, including strikes, lock-outs or other industrial disputes (whether involving its own workforce or a third party’s), failure of energy sources or transport network, acts of God, war, terrorism, riot, civil commotion, interference by civil or military authorities, national or international calamity, armed conflict, malicious damage, breakdown of plant or machinery, nuclear, chemical or biological contamination, sonic boom, explosions, collapse of building structures, fires, floods, storms, earthquakes, loss at sea, epidemics or similar events, natural disasters or extreme adverse weather conditions, or default of suppliers or subcontractors.
We reserve the right to alter these Terms and Conditions at any time upon providing advanced notice.
If you need to Contact Us
Call us on 01223 290531 between the hours of 8.00 – 18.00.
Email us anytime at [email protected] or
Write to us at Premservice Limited, 2 Mill Road, Haverhill, Suffolk, CB9 8BD.