Installation Terms & Conditions

  • 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 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. 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 Acknowledgment) has been issued in store. We shall assign an order number to your order, please quote this in all correspondence with us relating to your order.
  • 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 starting the day after the day the contract was agreed and the Order Acknowledgment is signed off. 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.
  • However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided. After the ‘Cooling Off Period’ you will be unable to make changes to/cancel your order as production will have commenced. Should you wish to add new items to your order after the expiry of the ‘Cooling Off Period’ this 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 attached Customer Cancellation Notice part if you wish to cancel the contract
  • The right to cancel does not apply to any goods that have been custom made to your specifications e.g. goods made to none standard measurements or colours. 
  • Any specifications, measurements, plans, choices and details you have provided us with during the ordering process, remains your responsibility, even if we are installing your products or have attended your premises prior to you placing your order. You may correct any errors during the ‘Cooling Off Period’, however we cannot guarantee changes or cancellation of your order after the ‘Cooling Off Period’ or refunds. 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 fail to comply with the requirements of the Consumer Rights Act 2015 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 variations can occur, for example textures and colours may vary between different batches.
  • The terms of sale shall become binding once an order confirmation has been issued in store. 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.
  • Prior to installation
  • •    The nominated sub-contracted installer who will be responsible for providing the installation service will contact you after you have paid your deposit to arrange a technical survey. The purpose of his visit is to check the proposed plan and layout confirming it will fit the area specified, is of a practical design and investigate all works to be undertaken discussed with your designer.
  • •    At the technical survey your installer will advise you should any supplementary work be required beyond the remit discussed at the time of deposit. If possible, at this time, or depending on the nature of the additional work involved, within 14 days, the installer and/or designer will confirm any additional costs verbally and in writing. You have then the right to cancel if the cost increases significantly.
  • •    Whereby you have your own tradesperson(s) undertaking elements of the installation in conjunction with our installer any of these works are outside of our agreement with you. As such we accept no liability in respect of any damage or delays in completion of your project arising as a result of any additional works carried out by such a chosen subcontractor.
  • •    The proposed plan and design forms the basis of the installation service provided to you. As such you must ensure that you are happy with any amendments suggested by the installer to the proposed plan and design and that you fully understand them before you sign off your order with us.
  • •    Should you be unhappy with any of our installers proposals, whether it be additional work or any alterations made to the proposed plan and design, you should contact the designer at the showroom at which you placed your order as soon as possible. As our products are made to order we may be unable to make any changes/alterations to your order once it has been placed.
  • Kettle Co Warranty      
  • We warrant the quality of our kitchen cabinets for a period of 25 years. Our doors for a period of 10 years. We warrant that upon delivery and for a period of 12 months from the date of delivery any products not covered by our cabinet/door warranty are:
  • Of satisfactory quality;
  • Fit for the purpose for which the products are supplied;
  • Free from material defects in design, material and workmanship;
  • Comply with all statutory and regulatory requirements;
  • Conform in all material aspects with their description and manufacturers specification.
  • This warranty does not apply to any defect in products arising from fair wear and tear, willful damage and neglect, accidental damage by you. If you use products in a way not recommended or you fail to follow instructions and/or care guidelines. Any alteration or repair carried out by you without our written approval.
  • Where products are not subject to our Kettle Co Warranty we shall endeavour to transfer to you any benefit of warranty or guarantee given to us by the manufacturer. Installation Services provided by us do not form part of these terms and are subject to separate terms and conditions. For further details see instore or view on our website.

•      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 not transferable.

3.1 Installation warranty

•    We warrant that on installation and for a period of 1 year thereafter the installation services shall be performed with reasonable skill and care.

•    We shall not be liable for any breach of the warranty should the following occur:

  • The installation services were provided in accordance with the specifications or instructions provided by you;
  • You have failed to inform or notify us in writing that the installation services have not been carried out to an appropriate standard and we have not been given a reasonable opportunity to re-perform the installation services;
  • the walls to which the products are to be attached or the utility connections are poor quality, flawed, faulty or unsafe.

•    If the installation services do not conform with the warranty, we shall elect to either re-perform the installation services to comply or agree a refund which will be no higher than the original installation price.

•    We shall not be responsible for losses or damage that result from the disconnection of any white goods, including but not limited to washing machines, dishwashers, fridges, freezers and/or radiators. However, we agree to be liable for any damage caused through our negligence or lack of duty of care.

•    We will endeavour to complete the installation services within the agreed timescale but will not be held liable for any reasonable delays due to unforeseen circumstances. No refund will be given for inconvenience or costs incurred due to the project running over schedule for an unforeseen reason.

4.   Your responsibilities

•    In respect of installation you are responsible for:

  • Ensuring that all measurements provided by you are correct and accurate
  • Obtaining all necessary planning permission and building regulations consents
  • Ensuring that our installer has clear and safe access to the area where the installation services are to be carried out
  • Providing adequate power, lighting, heating and other necessary facilities for the installer to be able to carry out the installation services

•    If you appoint your own tradesperson(s), rather than our installer, to carry out any additional works, you must ensure that these works are carried out with reasonable skill and care. In the event our installer is unable to proceed with the installation services due to work outstanding/ sub-standard workmanship of the additional works the installer will suggest one of the following:

  • Complete/rectify the defective additional works at your cost; or
  • Arrange a date in the future to carry out the installation services to allow you the time to rectify the defective additional works.

•    Please note It is your responsibility to ensure that the Products are stored in a suitable environment until such time as the installer is able to install the products should the situation mentioned above occur. You will be responsible for the costs, loss and/or damage caused due to the installer being unable to carry out the installation services on the original date.

•    You must inform us of any known structural defects or anomalies at the location where the installation services are to be carried out which may affect the installation services.

•    If during the installation services, you agree with the installer to deviate from the plan, then this must be communicated with Kettle Co. If the deviation is advised by the installer and confirmed by Designer or/and Project Manager, then Kettle Co. will be liable if the deviation cause loss or damage.

•    If at any time throughout the installation you have any concerns about the installer or the quality of workmanship, you must contact us immediately. Do not wait until the installation is complete.

•    On completion of the installation services, you will be asked to sign a certificate of completion and allow us to take photographs of the completed works. If you are not happy in any way with the installation services which have been carried out and you must note this on the certificate of completion.  

•    If you raise a claim or issue in respect of the installation services you will allow us access to review the installation services/products and to take photographs of the products and any alleged damage or poor quality of work.


4.     Installation services

•      We will endeavour to complete the installation services within the agreed timescale but will not be held liable for any reasonable delays due to unforeseen circumstances if they can be resolved within reasonable timing.

•      Provided that you comply with your obligations we will ensure that the installer completes the installation to the specification discussed at time of purchase.

•      If during the installation services, it appears that the walls are incapable of holding the products supplied or the utility connections are unsafe, faulty, flawed or of poor quality, we reserve the right to suspend the installation service until the necessary remedial works have been completed.

•      We shall not be responsible for or liable for any damage, loss or expense caused due the poor quality of or fault with any of the walls or utility connections, as long as the damage is not due to the company’s negligence or lack of duty of care.

•      Whilst we will try to ensure our installers keep dust and disruption to a minimum during the provision of the installation services, you should take all reasonable and necessary steps to minimise the impact of the installation services, for example by moving breakables/delicate items and covering areas likely to be affected with dust sheets. Whilst the installers will endeavour to clean up after themselves, you should expect some dust to result from the installation services and you agree that we will not be liable for any cleaning expenses resulting from such dust.

•      Minor damage may occur to decor, plaster and tiling during the installation services but you agree that we will not be responsible for redecorating or making good any damage unless it is as a result of our negligence rather than an unavoidable consequence of having the products fitted.

•      The installer will issue a certificate for any gas and/or electric work that has been carried out as per the industry requirements and safe working practice.

  • Delivery
  • We will make reasonable effort to deliver your order within 60 days of your order confirmation or as per the timescale agreed at the time of placing the order. Delivery will be made within the UK only, to an address nominated by you. Delivery charges will apply (see in store for details). We will contact you to arrange delivery. Our project coordinator will confirm this within 7 days of your order confirmation. We will give you 72 hours notice of when your delivery will be made in the morning or the afternoon. If we have not contacted you within 7 days to arrange a delivery date you may contact us to arrange an agreeable delivery date.
  • 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 timeframes.
  • If you fail to take delivery of your order, except where this is 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 30 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 of the order due to shortage of stock or operational issues we will deliver the order in instalments. There will be no additional delivery costs for this. If you request we deliver the order in instalments there will 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 28 days. 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 28 days. Any claims submitted after this time will not be accepted.
  • 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 as access is clear and safe.
  • 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 30 day short term right to reject on faulty goods and the right to a full refund within 14 days of it being agreed. This does not apply if the goods are installed incorrectly where a right to repair or replacement or price reduction is applicable.
  • Where a product has been returned to us we will make a thorough examination of it and either repair, replace it or issue a 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, along with the relevant delivery charge and any charges incurred in returning the item to us. For 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, Kettle Co. still acknowledge your protection as per the Consumer Rights Act. The defect will be taken to have 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 operatives. 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. All prices will include VAT unless otherwise stated. All or fitted kitchens are delivered free of charge.
  • •    The price of our installation service for the selected products and to achieve the discussed design will be set out in our Installation Quotation unless other agreed works have been discussed whereby the cost of this will be confirmed in writing.
  • •    If our installer has agreed to carry out any works supplementary to the agreed remit, the price for the works shall be set out in written quotation supplied by the installer. You will need to discuss the payment terms with the installer separately to Kettle Co.
  • Payment steps and methods
  • Payments of products must be made in advance of delivery as per the terms set out in the order confirmation. To secure your purchase we accept 25% Deposit while signing your current quotation.  To give you additional protection to your funds, we ask some of the deposit value (min. £100) to be paid by credit card. This practice will enable your entire purchase to be covered by Section 75 of the Consumer Credit Act 1974. When you make purchase on credit card that cost between £100 and £30,000, you benefit from an extra level of protection if something goes wrong. This credit card protection for purchases helps you get a full refund from you credit provider, even if you only pay a small proportion of the price by credit card, for example paying a £100 deposit, you are still covered.
  • Remaining balance for goods, 75% of total goods value (cabinetry, accessories, sink and tap, etc.) is expected two weeks before delivery.
  • Payment for installation is split into two stages:
  • We ask you to pay 50% of install charge 7 calendar days prior to agreed installation start date.
  • Final pay of remaining 25% of install will be requested upon job sign off. We will issue a Final Install balance invoice within 7 days of completion.
  • Payments accepted are cash, all major credit or debit cards or cheque. 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.
  • Liability
  • If either us or you fail to comply with these terms, neither of 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 to you 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 and shape of the space in which you intend to install our products.


  • 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 put 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: 01726 600034 (St. Austell) or 01752 936104 (Plymouth)

Or write to us (please request proof of receipt if posting):

St Austell Showroom
 1st Floor HBH Woolacotts Superstore
 The Valley Retail Park
 Gover Road, St Austell
 Cornwall PL25 5NE

Plymouth Showroom
 1st Floor HBH Woolacotts Superstore
 Coypool Retail Park
 Coypool Road, Plymouth
 Devon PL7 4TB

Or email us

We aim to respond within 3 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where we are unable to resolve your complaint using our own complaints procedure, we use Dispute Resolution Ombudsman and/or Which? Trusted Trader for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them.