Please read through these terms and conditions before placing your order. They do not affect your statutory rights. Placing an order with VICTORIANA (UK) LIMITED constitutes your agreement to be bound by these terms and conditions. VICTORIANA (UK) LIMITED reserves the right to change these terms and conditions from time to time without notice and any changes will take immediate effect on the day they are posted. You will be requested to read and accept these terms and conditions every time you place an order. For this reason, we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. Before placing your order, if you have any questions relating to these terms and conditions please call us on 02392 812835 for further assistance.
This website is owned and operated by:
VICTORIANA (UK) LIMITED
76 Marmion Road
VAT Number: 902106969
Company registration number: 06019769
If you need to contact us, please email us at: firstname.lastname@example.org
Or call our customer service team on: 02392 812835
Our registered office address (Please do not contact this address unless you have an enquiry regarding the accounts):
Hughes Spencer Ltd.
Unit 12 Acorn Business Park,
Hampshire, PO6 3TH
1. How to place an Order
5. Contests & Competitions
7. Complaints Process
8. Price Match
9.Timber Sourcing Policy
10. Kitchen / Bespoke Furniture Installation & Service Conditions
1. HOW TO PLACE AN ORDER
1.1. You can place an order via our website www.victorianasouthsea.co.uk following the prompts given or by calling us on 02392 812835 and speaking to our sales team.
In the case of online orders, you will receive an electronic receipt of payment via the e-mail you used to register, immediately after your purchase. You will then receive a further e-mail within 24hrs confirming your order has been placed and the approximate lead-time of your order.
1.2. The placement of your order is deemed as your acceptance of these terms & conditions. Completion of the contract between you and us will take place upon the despatch of your products ordered, unless we have notified you that we do not accept your order or you have cancelled in accordance with the cancellation and returns clause in Section 4 of these terms & conditions.
1.3. In the unlikely event that we are unable to accept your order, we will notify you within 24 hours of you placing the order and a full refund or alternative will be offered. Non-acceptance of an order may be because of one of the following:
- The product you ordered being unavailable.
- A product pricing or description error.
- Our inability to obtain authorisation for your payment.
1.4. All orders have approximate lead-times shown next to them on the product description, the average lead-time for most items is approximately 4-6 weeks but longer ordering times are applicable to some items. If you are unsure how long your item will take to be ordered please contact our sales team on 02392 812835.
1.5. After your order has been delivered, we may contact you to ask if you could leave a voluntary review of the product(s) you have ordered. Submitted reviews will automatically appear on the relevant product page but we reserve the right to alter or remove reviews in the following cases:
- The review is not relevant to the actual product itself, i.e. applies to the service you received from VICTORIANA (UK) LIMITED (Reviews of our service can be left on our social media sites)
- The review contains language that could be considered offensive to other users
- The review contains spelling errors or grammatical mistakes that affect the readability of the review and presentation of the page. Please note that in this case, the review will normally be amended and confirmed with the customer, as long as it does not conflict with the first two conditions.
1.6. Once you have set up your account with us as part of the order process, you will be able to access your order details from our website.
1.7. We reserve the right to modify or withdraw temporarily or permanently this website or any part thereof with or without notice to you.
2.1. Payment for all or part of your order is made at the point of sale. We accept most types of credit and debit card, although American Express payments are not accepted. Alternatively, you can pay via PayPal by following the links in the website, or via BACs transfers. If you wish to pay via BAC’s, please contact our sales team on 02392 812835.
2.2. We will advise you if your payment details cannot be authorised for any reason. We will then arrange for payment to be made by another method.
2.3. If your order has a lead-time of more than 4 weeks, you can opt to pay 30% or other higher deposit amount. In these circumstances the balance of payment will become due once your goods are ready for delivery. All goods must be paid in full prior to delivery by either us or our home delivery service. This can be done via PayPal or by card payment over the phone. Unfortunately we do not offer a ‘cash on delivery’ service.
2.4. Whilst we make every effort to adhere to specified lead times, we are occasionally subject to delays from our suppliers, which may affect your delivery times. Unfortunately, VICTORIANA (UK) LIMITED cannot be held liable for any delay in delivery beyond our control.
2.5. All prices and charges on our website are quoted in Pounds Sterling. All product prices include VAT, but exclude any delivery costs. These are calculated as part of the checkout process, based on the delivery location and the size or weight of your goods. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the order.
2.6. Should we need to refund you for any reason refunds will be given by the same method that the payment was made by, or by form of a credit note in the case of non-faulty returns. All refunds will be issued within 14 days of us being notified.
2.7. In the case of Bespoke furniture or Kitchens, after the initial design stage, a non-refundable deposit of £300 will be required to release the technical drawings / plans of the kitchen or bespoke product. At the stage of placing your order this £300 deposit will be deducted from the total order value.
3.1. We will deliver your goods to the address you provide us at the time you place your order, unless we are informed of an alternative address.
3.2. We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us.
3.3. Unfortunately, if we are provided with incorrect information, which leads to a failed delivery, you will be charged for the costs incurred in line with our delivery charges listed below. Also note that, in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping.
3.4. We normally deliver within 5-10 working days after we have contacted you to confirm the completion of your order. However, some locations at the furthest corners of the country can take up to 28 days. Please contact our team if you require further clarification.
3.5. Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Subsequently, your out of stock items will be delivered at a later date. Please note that if you choose to split your order in this manner, you will be charged for both deliveries. Please contact our sales team on 02392 812835 for further details.
3.6. Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways and that all entrances are clear. We endeavour to give as much information as possible in respect to weight and size of our products, however, please contact our sales team on 02392 812835 if you are unsure.
3.7. Please be advised that whilst every care will be taken by the delivery drivers, we ask that the customer makes every effort to make access to the room as easy as possible whilst the delivery is in progress. Please therefore take care to cover any carpets or furniture and remove pictures and valuables from the delivery area and the route to it through your property.
3.8. You will be asked for a signature on receipt of your order, and where possible signatory confirmation that your goods have arrived in a satisfactory condition. Please refer to the cancellation and returns section of these terms and conditions for full details of what to do should you need to return your goods for any reason.
3.9. For all orders, it is essential that someone is available to receive delivery. Unfortunately, we will not be able to deliver your goods if there is no one at home to sign for them. If you miss your delivery, you will be charged for the costs incurred. Re-delivery charges are set at the same price of your original delivery.
3.10. Please note that our couriered and pallet delivery and collection services offer an all-day service and we are only able to advise specific delivery times in advance and at an extra charge.
3.11. To keep your items in the best possible condition, they are carefully packaged to avoid damage during transit. When you receive your goods, please remember to keep the packaging until you are 100% satisfied with your order. In the unlikely event that you need to return the item, we can only accept it in suitable packaging. This is important, as each piece of furniture needs the same amount of protection returning to our warehouse as it does on its way to our customers.
3.12. Whilst we will endeavour to adhere to delivery time slots, please bear in mind that they may be subject to change due to circumstances outside the drivers control such as, extreme weather conditions or excessive traffic.
3.13. If the goods are lost or damaged in transit, please let us know promptly by contacting us on 02392 812835. So we have all relevant information, please follow your call up with written confirmation via email to email@example.com
4. Cancellation and Returns
4.1. Cancellation - You are able to cancel your contract with us at any time up to 14 working days after processing your order. If you wish to cancel your order you can do so in writing, either by emailing us at firstname.lastname@example.org or by post to VICTORIANA (UK) LIMITED, 76 Marmion Road, Portsmouth, Hants, PO52BB, or by calling 02392 812835. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details, if the goods have already been delivered. Refunds will be processed within 14 working days.
4.1.2. In the case of bespoke kitchens / furniture, a non-refundable deposit of £300 will be required to release the drawings and plans. Should you decide to place your order with us the £300 charge will be deducted from your total order value. (Initial design visits and quotes remain free of charge)
4.2. Goods that have been delivered but are still within the 14-day cancellation period (online sales only) can be returned for free, by yourselves, to our warehouse based in Portsmouth. The details of which can be provided by our customer service team once you have notified us of cancellation.
4.3. You must exercise a duty of care over the goods until we have received them as you will be held responsible for any damage incurred after delivery to you. It is normally more cost effective and convenient for us to organise return transportation on your behalf, as this will relieve you of your duty of care once goods are handed over to the courier.
4.4. At VICTORIANA (UK) LIMITED we pride ourselves on providing the best quality furniture along with the highest level of customer service, which is why you can return or exchange any item within 14 days. If for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to arrange an exchange for you. Any item being returned must be in its original packaging and in the same high quality condition it arrived in.
4.5. We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish, please call us on 02392 812835 and we will be able to advise you further.
4.6. All collection of returned items will be charged at the same rate as your original delivery plus an additional charge per item, items returned may also be liable to a 30% re-stocking charge. This charge is not applicable to damaged or faulty goods.
4.7. Faulty Goods - While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please call us 02392 812835 and one of our customer services team will happily take you through the returns process. You have 30 days from date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing (including any photos of damage/faults if applicable) by way of an email to email@example.com
4.8. Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately, we are unable to accept goods back if any changes have been made as this will invalidate the manufacturer’s warranty. If you feel there is a fault with the product, please contact our team before attempting to assemble the item.
4.9. If you are ordering flat pack furniture, we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture, as partially assembled items are likely to be damaged in transit when returned to us.
4.10. Customers returning furniture that has been damaged or used whilst in their care (unless this has been pre-authorised by us, for example, in the case of you using an item whilst waiting to receive a replacement) will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please call us on 02392 812835 or via e-mail and we will try to arrange a replacement.
4.11. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify faults with your order may result in a return transport fee being taken off your refund. All items are inspected and photographed before delivery to ensure they are not damaged.
4.12. Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.
4.13. For security reasons, unless otherwise stated, refunds are given by the same method that the original payment was made by or by way of credit note in the case of items returned that are not damaged or faulty.
4.14. Assembly of flat pack items are the sole responsibility of the customer. VICTORIANA (UK) LIMITED accepts no responsibility for damage to any parts by a third party.
4.15. Guarantee – Almost all VICTORIANA (UK) LIMITED products are covered by our 1-year guarantee. The guarantee period starts from the date you receive your furniture and is renewed if an item is replaced due to being damaged or faulty. If an item is replaced then the new guarantee period will start on the date the replacement is delivered or collected. If anything should happen to the furniture within that year that would be considered a fault and would make the item unfit for purpose, we will happily arrange a replacement, repair or credit note at the customer’s discretion. This guarantee is not insurance backed and does not affect your statutory rights.
4.16. Please note that items bought directly from our ‘clearance’ outlet, due to being end of line products, are not covered by this guarantee as they usually have some minor cosmetic defects and often can’t be replaced due to being one off items or ex-display. This only applies to items bought from our ‘clearance’ outlet and not to any items marked as sale items on our website. Our sales team will be happy to explain what and where the defects are on the item before you purchase them.
4.17. Bespoke Products - Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged in transit. Victoriana UK Limited reserves the right to offer a repair or replacement only of bespoke items and will not refund items unless we have had the opportunity to amend any damages/faults first. All bespoke items will have been signed off by you, prior to the order being placed. Any amendments made after the drawings have been signed off may be liable to further charges.
4.18. Collection - If you would like us to collect any unsuitable goods, you will be charged at the cost of your original delivery. It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.
4.19. Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our warehouse within 30 days of delivery. Please be aware collections are an all-day service and we are not able to advise specific delivery times in advance.
4.20. Unfortunately, due to the costs involved in scheduling collections, we may impose a charge if the collection is missed. Please contact our Customer Services team on 02392 812835 to discuss your options if you are concerned about your collection.
This cancellation policy does not affect your statutory rights.
Returns within 14 days of delivery
*Applies to online sales only
Returns within 14-30 days of delivery
*Applies to online & shop sales
Damaged or faulty on receipt
We can arrange collection of your items at the cost of your original delivery plus an additional charge per item.***.
* Whilst we will always endeavour to take your preferred option, please be aware that in the case of clearance items a replacement may not always be available.
** Please note limited to 3 free exchanges per original order.
***You must exercise a duty of care over the goods until such time as they have been handed over to the courier.
5. Competition & Offers
If you enter our Facebook contest, it is assumed that you have read and agreed to the following rules.
- Contest entrants must be residents of the UK mainland and over 18 years old at time of entry.
- Contest is not open to employees of Victoriana UK Limited.
- No purchase necessary.
- Entry is limited to one per person.
- The winner of the contest will be selected at random from all entrants.
- The winner of the contest will be notified via Facebook. Winning entries must be claimed within 7 days of notification.
- No part of a prize is exchangeable for cash (or any other substitute).
- If in the unlikely event that the advertised prize is not available, we reserve the right to substitute an alternative prize of equal or greater value.
- Victoriana UK Limited reserves the right to amend the rules of this contest without notice. If we do amend the rules, we will publish the amended competition rules here in the terms and conditions
- We will endeavour to dispatch prizes within 30 days of the competition end date. However, we cannot guarantee this delivery time.
- All competitions are not endorsed by or connected to Facebook.
- To receive items before the Christmas day, entrants must supply their full details before end of day 18th December 2015.
6.1. We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.
6.2. When you shop on this Website, we will ask you to input and will collect personal information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password.
6.3. You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.
6.4. We confirm that any personal information which you provide to us (or which is available on public registers) and any user information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
- Processing your orders;
- For statistical or survey purposes to improve this Website and its services to you;
- To administer this website;
- To contact you about leaving a review on a product once your order has been completed;
- If you consent, to notify you of products or special offers that may be of interest to you
6.5. You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003
6.6. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information and /or user information, we are entitled do so.
6.7. VICTORIANA (UK) LIMITED will never e-mail you asking for bank details, passwords or any other sensitive information. Any e-mails purporting to be from us asking you to reveal any such details should be treated as fraudulent and reported as such. If we require payment at a later date from the initial point of sale one of our sales team will contact you to arrange this beforehand. All over the phone payments will be able to be traced to your unique order number located on your invoice.
6.9.If one of our delivery partners attempts to deliver an order to your address and finds there's no-one available to receive it, we reserve the right to take a photograph of the outside of the property to assure you we were in the right geographical location to fulfil your order, and confirm we had located the correct address. We can assure you that this photograph won't be published or circulated, or used for any other purpose other than verification, and that it's held securely in compliance with Data Protection legislation.
7. Complaint’s Process
We hope that you're pleased with any purchase you've made or service you've received from Victoriana UK Ltd, and that you'll never have reason to complain - but if there's something you're not happy with, or something you feel we could improve, we'd like you to tell our team about it so that we can try to put matters right.
What shall I do if I have a complaint?
Contact us straight away
In the first instance, if you are in one of our shops, do ask to speak to a manager, or call or email the shop as soon as possible.
If you're still not happy with our response, please contact us using one of these options. If you call us, we'll try to sort out your complaint while you're on the phone. If this is not possible, the advisor will agree a course of action with you.
Our contact details:
VICTORIANA (UK) LIMITED
76 – 89 Marmion Road
Telephone Number: 02392 812835
Fax: 02392 825825
Contact E-mail: firstname.lastname@example.org
What to do if an agreement can’t be reached?
As a reputable business trading for over 30 years we are confident that we will be able to resolve any problems before they ever reach this stage, however if you feel that an agreement cannot be reached we are accredited members of the alternative dispute resolution scheme ‘The Retail Ombudsman’. You can complain to the ombudsman by using their online complaints form on their website, www.theretailombudsman.org.uk. This can only be done after pursuing your complaint through us first. Further details on the ombudsman can be found below: -
There are two ways to bring your complaint to The Retail Ombudsman;
1. By post – if you do not have access to the internet you can telephone 0203 137 8268 and ask one of their team members to post a complaint form to you. Send your completed form to: The Retail Ombudsman, 33 Floor, Euston Towers, 286 Euston Road, London NW1 3DP.
2. Online – if you have access to the internet you can file your complaint via our online portal. To access this simply go to the home page of the website and click on ‘File your complaint‘. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.
Note: Upon submission of your complaint, one of their caseworkers will firstly determine whether your complaint falls within The Retail Ombudsman’s jurisdiction. If it does not we will not be able to deal with your complaint and they will notify you in writing, in no later than 21 days, of the reasons why.
Once accepted, your complaint will go through a 5-step procedure as shown below. You will be kept up-to-date with the progress of your complaint either via your personal online portal (if you have Internet access) or via post.
Once they have all of the relevant information and supporting documentation from yourself and ourselves, your complaint handler will initially attempt to make a recommendation to resolve the dispute informally. If this proves unsuccessful, we will issue a final determination. If you are not happy with the final determination, you will be free to take your complaint to court.
We aim to process all complaints within 60 days.
8. Price Match
8.1. We don't expect you to find a lower price at another high street competitor for the same individual product, sold with the same service conditions - but if you can, we'll match the price when you buy.
8.2. We are a small business with three shops, a dedicated sales team and a website, giving you flexibility in how and when you buy from us. The level of service we offer can't therefore be equalled by online or mail-order only retailers such as Amazon or eBay. It is for this reason we do not match their prices. There are also some fitting and installation service conditions we take into account when we look at a price match - see below for details.
8.3.High street competitors trade on the same basis as us, with premises on a high street or comparable shopping destination freely open to the public in the UK mainland. They should carry a reasonable range of goods in stock for you to buy and take away, with clearly displayed prices. Their websites need to trade under the same brand and on the same basis as their high street shops.
8.4. Outlets which trade on a different basis to us, such as those that operate only on the internet or through mail order, showrooms attached to internet-only companies, collection points, auction sites, factory outlets, membership clubs, duty-free shops, market stalls or home shopping channels, are not deemed equivalent high street competitors. We also do not match competitors who are in administration or closing down.
8.5.We define our local area as an 8-mile radius from the main Victoriana branch located in Southsea, Portsmouth, UK. Please ask the Customer Services department in store for more details if you are unsure.
9. Timber Product Sourcing Policy Statement
9.1. VICTORIANA (UK) LIMITED is committed to only working with suppliers using sustainable raw materials. To meet this commitment, we want to ensure our suppliers have correctly implemented an FSC (or equivalent) Chain of Custody procedure and can systematically confirm that products supplied to us are appropriately certified.
9.2. Imports of timber and timber products to the European market are regulated by the European Timber Regulation, which came into force in March 2013. Under this regulation, VICTORIANA (UK) LIMITED is primarily considered a “Trader”. A Trader is a company buying timber and / or timber products from another company within the EU.
9.3. As a Trader we are obliged under EUTR to work with a due diligence system to minimise the risk of putting illegal timber or derived product on the market. However, VICTORIANA (UK) LIMITED is going beyond compliance, and wishes to secure sustainability for its supply chain where timber is involved.
9.4. VICTORIANA (UK) LIMITED will not source timber for its products from:
- Forests or forest product suppliers that do not comply with all relevant national and international legislation relating to the trade in forest products.
- High Conservation Value Forests where these are recognised nationally or regionally, unless these forests are progressing towards credible forest certification in a time-bound, stepwise and transparent manner.
- Protected areas, Parks or similar areas where harvesting operations are not complimentary to responsible forest management.
- Forests which are currently being converted to other land uses, or forests that have been converted since 1994.
- Forests which are in areas of armed conflict or civil unrest where there is a direct relationship between the forest products trade and the funding of such conflicts.
10. Bespoke Kitchens / Furniture Installation and Services Conditions
These Conditions are supplementary to the applicable terms & conditions of sale and apply where you have ordered installation services with your order for Products. The definitions set out in those terms & conditions shall also apply to these conditions.
1.1. One of our subcontractors (the Fitter) who will be responsible for providing the installation services will contact you before your order arrives to arrange a pre-fit survey at which time the fitter will check against the proposed plan you were given at the time of ordering.
1.2. At or following the pre-fit survey, the fitter will advise you whether any supplementary work (which is outside of the standard installation package) is required. At this time the fitter will indicate the cost of him/her carrying out such supplementary work and will confirm the price of supplementary work in writing.
1.3. You are under no obligation to use our fitter to complete the supplementary work, you may use your own subcontractor to carry out the supplementary work. Any supplementary work which the fitter or your chosen subcontractor agrees to carry out is outside of these terms and shall be subject to a separate agreement for services between you and the Fitter or your chosen subcontractor. As such we accept no liability in respect of any damage arising as a result of any supplementary works carried out either by the fitter or your chosen subcontractor.
1.4. The plan forms the basis of the installation services, as such you must ensure that you are happy with any changes the fitter makes to the proposed plan and that such changes are clearly identified on the plan before you sign it. You agree not to sign and approve the changes to the plan until you are happy with them.
1.5. If you are not happy with any of the fitter's proposals for supplementary work or any changes made to the proposed plan you should contact your dedicated design team member at the showroom which you placed your order as soon as possible. You must contact us 14 days before delivery otherwise no changes can be made.
2. Price / Payment
2.1. The price for installation of our products will be set out in the initial stages of the order process.
2.2. Unless otherwise agreed in writing the price shall be due and payable in accordance with the applicable VICTORIANA (UK) LIMITED terms & conditions of sale at the same time as the products.
2.3. If the fitter has agreed to carry out any supplementary works, the price for the supplementary works shall be as set out in written quote supplied by the fitter and shall be payable in accordance with the fitter's own payment terms.
2.4. After the initial design stage, a non-refundable deposit of £300 will be required to release the drawings/plans of the kitchen or bespoke product. At the stage of placing your order this £300 deposit will be deducted from the total order value.
3. Your responsibilities
3.1. In respect of installation you are responsible for: -
3.1.1. Ensuring that all measurements taken by you are correct and accurate;
3.1.2. Obtaining all planning permission and building regulations consents;
3.1.3. Ensuring that the fitter has clear, safe and uninterrupted access to the delivery address and the area where the installation services are to be carried out;
3.1.4. Ensuring that all services which may affect or be affected by installation of the products are disconnected or have been discussed with the fitter;
3.1.5. Ensuring that the area where the installation services are to be carried out is clean, level, clear of debris and free from any damp or other issue that may affect the product during or after the installation process;
3.1.6. Providing adequate power, lighting, heating and other necessary facilities for the fitter to be able to carry out the installation services;
3.1.7. To notify us of any changes to the condition of your property at the time agreed for the provision of the installation services; and
3.1.8. Disposing of all packaging materials unless otherwise agreed.
3.2. If you appoint your own sub-contractor, rather than the fitter, to carry out any supplementary works, you must ensure that the supplementary works are carried out with reasonable skill and care.
3.3. If you fail to comply with your obligation under condition 3.2 and as a result the fitter is unable to proceed with the installation services the fitter will, at its option either:
3.3.1. Complete/rectify the defective supplementary works at your cost; or
3.3.2. Arrange a date in the future to carry out the installation services to allow you the time to rectify the defective supplementary works, if the latter option is selected, it is your responsibility to ensure that the products are stored in a suitable environment until the fitter is able to install the products. You will be responsible for the costs, loss and/or damage caused due to the fitter being unable to carry out the installation services on the original date.
3.4. If the option at condition 3.3.2 is selected, you must rearrange an installation date to occur within 3 months of the original installation date otherwise we will assume that you no longer require the fitter to carry out the installation services.
3.5. Delivery of the products and installation of the products must take place at the same location, unless we otherwise agree this with you.
3.6. You must inform us of any structural defects or anomalies at the location where the installation services are to be carried out which may affect the installation services.
3.7. If during the installation services, you agree with the fitter to deviate from the plan, then this is your responsibility and we shall not be liable for any costs, damage or loss arising from this.
3.8. If at any time, throughout the installation, you have any concerns about the fitter or the quality of work, you must contact us immediately, do not wait until the installation is complete.
3.9. 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 do not note this on the certificate of completion then we will accept no liability if, in the future, you make a claim to us for damage or loss occurred during or because of the installation services.
3.10. 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 inferior quality of work.
4. Installation services
4.1. We will endeavour to complete the installation services as soon as possible but time for completion is not of the essence of this contract and we will not be liable for any reasonable delays.
4.2. Provided that you comply with your obligations at clause 2.3 we will ensure that our fitter completes the standard installation package as follows:
4.3. Assembles, fits and installs the kitchen cabinet products (including interiors, doors, drawers, handles, kickboards, cover panels, cornices and décor trim)
4.3.1. Completes basic appliance installation where utilities such as gas, electricity and water are already in place;
4.3.2. Fits the worktop (including cut-out and fitting for cooker tops, sinks, taps);
4.3.3. Fits the sink, waste and taps;
4.3.4. Seals all joins and cut-outs. Unless specifically stated in your order, the sealant colour shall be selected based on what we deem most suitable.
4.4. If during the installation services, it appears that the walls are incapable of holding the products or the utility connections are unsafe, faulty, flawed or of inferior quality, we reserve the right to suspend the installation service until the necessary remedial works have been completed. This does not affect our right to take the full payment for the products and installation services in line with our terms & conditions.
4.5. We shall not be responsible for or liable for any damage, loss or expense caused due the inferior quality of or fault with any of the walls or utility connections.
4.6. Whilst we will try to ensure our fitter(s) keeps 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 fitters 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.
4.7. 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 because of our negligence rather than an unavoidable consequence of having the products fitted.
4.8. The fitter will issue a certificate for any gas and/or electric work that has been carried out.
5.1. We warrant that on installation and for a period of 3 years thereafter (subject to the other provisions of the terms) the installation services shall be performed with reasonable skill and care.
5.2. We shall not be liable for any breach of the warranty set out at clause 5.1 if:
5.2.1. You have failed to comply with clause 3.1;
5.2.2. The installation services were provided in accordance with the specifications or instructions provided by you;
5.2.3. You have failed to comply with clause 3.6;
5.2.4. 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;
5.2.5. The walls to which the products are to be attached or the utility connections are inferior quality, flawed, faulty or unsafe.
5.3. Subject to clause 5.2, if the installation services do not conform with the warranty at clause 5.1, we shall elect to either re-perform the installation services to comply with clause 5.1 or refund the price of the installation service.
5.4. If we comply with clause 5.3 we shall have no further liability for a breach of the warranty at clause 5.1 in respect of the installation services.
5.5. These terms apply to any re-performance of the installation services under this clause 5.
5.6. 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.
6.1. Our liability shall be limited in accordance with the applicable terms & conditions of sale.
7.1. If any court or competent authority decides that any of the provisions of these terms are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
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