Kitchens, fitted bedrooms and bathrooms terms

1. Availability

As all products are subject to availability from our supplier, we can only give general guidance as to delivery dates. Although we do our utmost to keep customers informed of any delay, we cannot accept any liability for any delays which are beyond our reasonable control.

As products can be updated and improved without notice, continuity of supply cannot be guaranteed. Therefore, we advise you to purchase all your requirements under one order. We do not accept any responsibility for any subsequent changes in design, style or specification of products to those previously supplied, and reserve the right to refuse acceptance of damaged goods on your behalf.

2. Cancellations

Should you wish to cancel your order prior to delivery, every effort will be made to cancel the order with our supplier, but if the goods are already in manufacture or out for delivery then Crestwood are contractually obliged to accept them. If you still wish to cancel your order, then Crestwood reserves the right to make a charge of at least 50% of the total order value.

Bespoke made or ordered items, kitchens, bedrooms and bathrooms cannot be cancelled once in production.

3. Payment

No order can be accepted without a signed sales order and a deposit payment of 50% of the total order value requested at the time of purchase / placement of order.

By signing the sales order, you are entering a legally binding contract and confirming that the details contained within are correct, so please ensure you check the documents thoroughly prior to signing.

The full balance is due 48 hours prior, but must be no later than 24 hours prior, to either delivery of goods or commencement of works. No work can commence, and goods cannot be released from our warehouse, without confirmation that the balance has been settled in full.

Extras

It is not always possible to ascertain at initial site survey or subsequent site visits prior to commencement of works whether there is any unforeseen work that is not covered, costed or included in an estimate or quote.

This includes, and is not restricted to, unforeseen changes required to pipework, electrical work, walls and floors, and any preparation and repair work or suggested improvement to complete work to a satisfactory standard. Any additional unforeseen or uncosted works that are subsequently required or recommended will be costed in real time and must be agreed by the customer. In most cases a separate signed carbon copy chit will be raised by either your installer or the design office showing a brief description of the additional agreed work and the agreed costs. These agreed additional costs must be settled promptly.

If for any reason the customer cannot be contacted to discuss, or is not able to agree, the additional work and costs, then all work related to these extra costs will be paused until such agreement has been confirmed by the customer.

Refunds and exchanges

We will not refund or exchange any item specially ordered unless the goods supplied are faulty or your specification as contained in the order has not been met. This does not affect your statutory rights.

4. Delivery and access

Your signature on this form is confirmation that you have checked that:

• All doorways, hallways and points of access in your property have been measured to ensure they are adequate for the size of products being delivered.
• All products can fit into their respective rooms.
• Objects and surfaces that could be damaged in the delivery process will be removed and/or protected.
• Road access to the delivery premises is suitable, practical and adequate for the delivery vehicle.
• Delivery and unloading can be conveniently carried out.
• Whilst every endeavour will be made to complete the delivery process successfully, in the unlikely event of damage to property, Crestwood is absolved of all responsibility.
• If for any reason the goods are unable to be delivered into the property due to restricted access, it is the responsibility of the purchaser to provide an alternative means of delivery. Crestwood will not be liable for goods not fitting into a customer’s property.

5. Delivery dates and times

Deliveries will only be made to residences within the delivery area of the store between 9am and 5pm on the days specified by the store. Delivery dates and times cannot be guaranteed; however, every endeavour will be made to deliver on the agreed date. Where there is delay in the agreed date, we will contact you to arrange an alternative date. We will not be liable for any loss, however caused, because of any delay in delivery which is beyond our reasonable control.

6. Delivery charges

Crestwood reserves the right to make charges for deliveries and collections. Due to time constraints, only one attempt will be made to deliver to residences on the agreed date. Any further attempts to deliver may incur an additional charge.

7. Storage

Crestwood is unable to store goods without charge and you must arrange to accept delivery within 28 days of being advised that the goods have been received into our warehouse facility. Failure to make arrangements will result in a storage charge of £5.00 per item per day. Any account balance is also due in full if storage is requested.

8. Receiving deliveries

You will be responsible for checking the condition of the goods on delivery. We require you or your authorised agent to acknowledge receipt by signing the delivery documentation provided by the driver. Should any items arrive damaged, these items will be replaced as quickly as is possible in relation to the specific style of kitchen. Crestwood will not compensate for any such delays but will endeavour to provide a replacement and completion as directly as is possible.

Handmade and hand-built kitchens can differ in colour batches from sample swatches shown. This is not deemed as a fault but a normal characteristic of an item or items such as kitchen units, doors, work surfaces, etc.

9. Claims

All delivered items must be checked by the customer upon delivery from Crestwood. Once goods have been signed for, Crestwood will not accept any liability thereafter for any reported damage to items purchased.

Should an item become defective after delivery, Crestwood will endeavour to either repair or replace where possible said defective item in accordance with the manufacturer’s complaint procedure policy.

10. Installations

All installations are carried out by either our own employed staff or our appointed sub-contracted teams. All installation work that has been agreed and is written within your order will be carried out. Any additional work either that you have requested or that has been previously unknown but is subsequently required to complete the installation to a satisfactory standard will be charged as additional costs. Where possible this would be costed and agreed prior to carrying out any additional work.

It is your responsibility to make Crestwood aware of any pipework, cables, wiring, etc. set within walls or floors that could impede the installation of any kitchen or kitchen preparation. Crestwood will not accept any responsibility for damage occurred to pipework, electrical items or property that has been damaged through lack of knowledge being provided by the customer.

Crestwood reserve the right to change or alter as required any items that for any reason do not fit the intended area, either by design or change. Any alterations would be carried out to a satisfactory standard. Should any item appear damaged during or after completion, Crestwood will endeavour to provide satisfactory repair or where possible replacement.

Guarantees

Upon completion of all works Crestwood will provide all warranties and guarantees of all goods and items to the customer for your future use if required.