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delivery and returns

Terms for non-bespoke items purchased online

Online Ordering

We accept orders for delivery on mainland UK only. 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 apply to items purchased online at buy-kitchen-worktops.co.uk, this includes timber worktop blanks,  worktop installation kits, care and maintenance kits, Apollo Slab Tech modular worktops, Apollo Magna modular worktops, upstands, splashbacks, sinks, adhesives, pan bars, worktop jigs, and miscellaneous worktop care goods.

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 Bespoke Terms and Conditions of Sale’.

Online ordering and payments with us are safe and secure. We use Sage Pay and Paypal 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.

To view the Paypal security policy please click here 

 

Buy-kitchen-worktops.co.uk is 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:

woocommerce_cart_hash
woocommerce_items_in_cart
wp_woocommerce_session_
The first two cookies contain information about the cart as a whole and help 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. By placing an order with us online you are entering into a contract with us to purchase the specified goods. Please note that for timber and slab tech worktop blanks, the manufacturer’s warranty is invalid if you cannot prove that you have used the correct worktop care & maintenance kit. We, therefore, recommend the kit is purchased with your worktops when you order with us.

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 upon receipt of the order acknowledgement from us, or within 1 working day of you placing your order, and we will happily amend your order. If 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.

Apollo work surface goods – delivery policy

Our standard delivery period for stock items is usually within 7 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 the factory shutdown. 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 email you with storage and handling instructions after you have placed your order and before delivery. Failure to observe correct practice for storage and handling will result in our refusal to accept returned goods or honour the product warranty.

We will contact you by telephone to advise you of the exact delivery date and on the day of delivery, our driver will contact you with one hour’s notice of arrival.

Delivery is to the internal ground floor only.

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 costs incurred in returning the goods to the warehouse and subsequent re-delivery of the goods. The cost for re-delivery will be as set out by our supplier, plus a £25.00 plus VAT administration fee. Re-delivery will not be scheduled until you have paid the associated costs. Re-delivery will usually be within 7 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 – Apollo work surface goods

All Apollo modular products are made to order. If you wish to cancel your order or return unopened products you must tell us within 7 calendar days of delivery.

To cancel or advise us of a return, please confirm your request by email to [email protected]

You may be responsible for the transportation of the goods back to us. We will advise you if this is the case. The goods must be insured by you whilst in transit for the full value. Customer returns must be agreed upon in writing or by email by both parties before the goods are returned. Refunds will be processed within 14 calendar days of collection, providing the goods are returned to us in a re-sellable condition.

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 one working day 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 unopened in their original packaging.

Our solid wood worktops delivery and returns policy

Delivery policy

Our standard delivery period for stock items is usually within 5 to 7 working 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 the factory shutdown. 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 email you with storage and handling instructions after you have placed your order and before delivery. Failure to observe correct practice for storage and handling will result in our refusal to accept returned goods or honour the product warranty.

We will contact you by telephone to advise you of the exact delivery date.

Delivery is to the kerbside only. You will need to provide 2 able-bodied persons to move the worktops from the tailgate to the property.

All goods must be inspected for damage, colour, specification and shortfall on delivery in the presence of the delivery driver. Any issues must be clearly written on the delivery note and we must be informed via telephone and electronic mail within 24 hours of delivery. 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 offload the goods, you will be liable for any costs incurred in returning the goods to the warehouse and subsequent re-delivery of the goods. The cost for re-delivery will be as set out by our supplier, plus a £25.00 plus VAT administration fee. Re-delivery will not be scheduled until you have paid the associated costs. Re-delivery will usually be within 7 working 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.

Returns policy

To cancel or advise us of a return, please confirm your request by email to [email protected] , within 7 calendar days of delivery. 

You will be responsible for the transportation of the goods back to us. The goods must be insured by you for the full value whilst in transit. Customer returns must be agreed upon in writing or by email by both parties before the goods are returned. Refunds will be processed within 14 calendar days of collection, providing the goods are returned to us in a re-sellable condition.

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 one working day 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 are to be returned in their original packaging.

 

 

 

Advertised prices and our price promise

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. We will whenever possible honour our best price promise, however, we reserve the right to not match or beat a competitor’s price if their price is lower than our cost price to purchase the goods and/or does not cover our incurred admin expenses. Any request made by You asking Us to consider matching or beating a competitor price must be made before you place your order with Us. 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. We will not price match competitors who operate outside of the UK.

Complaints

In the event you wish to make a complaint to Us, then please call us on 02030 11 22 62, or email us at [email protected] or write to us at Premservice Limited, Skippers Hall, Withersfield Road, West Wickham, Cambridge CB21 4SF. 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 the site to resolve issues where digital images sent to us by you are inconclusive for us to resolve.

Important

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. The 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 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 solid timber, Magna, or Slab Tech worktops.

Warranties

You will receive all manufacturers’ warranties with your purchased goods. All Apollo modular products and our solid wood worktops 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 correct worktop care kit.

Force majeure

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, the 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.

General

We reserve the right to alter these Terms and Conditions at any time upon providing advanced notice.

If you need to Contact Us

You can;
Call us on 02030 11 22 62  between the hours of 8.00 – 18.00 Monday to Friday.
Email us anytime at [email protected] or 
Write to us at Buy Kitchen Worktops, Skippers Hall, Withersfield Road, West Wickham, Cambridge, CB21 4SF.

 

 

You’re in safe hands with us, we’re registered BIKBBI installers…

You’re in safe hands with us, we’re registered BIKBBI installers…

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