ARTISAN KITCHENS AND FURNITURE LTD

Terms and Conditions of Sale

Last updated: 5 September 2026

These terms apply when a consumer buys goods or services from Artisan Kitchens and Furniture Ltd. They do not affect your statutory rights. Separate written terms may apply to trade or business customers.

Please read these terms before placing an order. If you have questions, contact us before ordering.

1. About us and how to contact us

Artisan Kitchens and Furniture Ltd is a company registered in England and Wales under company number 15309656. Our VAT number is 457114009.

Registered office, trading and correspondence address:
Artisan Kitchens and Furniture Ltd
83A Marmion Road
Southsea
Portsmouth
PO5 2AX

Telephone: 02392 812835
Email: sales@artisankitchensandfurniture.co.uk
Website: https://www.artisankitchensandfurniture.co.uk

2. Scope and definitions

2.1 These terms apply to consumer orders placed through our website, by telephone, by email or at our showroom. Some rights, particularly the statutory right to change your mind, apply only to distance or off-premises contracts.

2.2 A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

2.3 Standard goods are goods that have not been made to a genuinely individual specification or clearly personalised. An item is not necessarily bespoke merely because it is assembled or manufactured after the order, or because the customer selects components from our standard range. Bespoke goods are goods made to a genuinely individual or non-standard specification, or clearly personalised for you, including made-to-measure kitchens and cabinetry.

2.4 If a quotation, order confirmation or specification contains terms specific to your project, those project-specific terms form part of the contract. If there is a conflict, the project-specific term takes priority only to the extent of that conflict.

3. Quotations, designs and placing an order

3.1 Website displays and quotations are invitations to place an order. Your order is an offer to buy from us.

3.2 We will acknowledge receipt of an online order electronically. An acknowledgement is not acceptance. A contract is formed when we send a written order confirmation accepting your order. For goods purchased and collected immediately in our showroom, the contract is formed when payment is accepted and the goods are supplied.

3.3 If we cannot accept an order, we will tell you and refund any payment made. This may happen because goods are unavailable, an obvious pricing or description error has occurred, payment has not been authorised, a credit provider has declined an application, or we cannot meet a requested delivery area or timescale.

3.4 Quotations remain valid for the period stated on the quotation. If no period is stated, they remain valid for 30 days. Quotations are based on the information, measurements, specifications and site conditions known when prepared.

3.5 Initial concept designs and quotations may be supplied without charge. After the initial design stage, we may require a £600 design and booking payment before releasing detailed or technical drawings. Before taking that payment, we will state in writing:

·           what design work or other service it covers;

·           when that work will begin;

·           whether you have asked us to begin during any applicable cancellation period; and

·           how it will be credited against the order price if you proceed.

The payment is not automatically non-refundable. If the contract is cancelled, we may retain or recover only sums that the law allows, including a proportionate amount for services properly supplied at your express request before cancellation or reasonable losses arising from a breach of contract. Your statutory rights are unaffected.

3.6 Drawings, plans and visualisations are intended to communicate the proposed design. Unless expressly stated otherwise, visualisations are illustrative and may not reproduce colour, grain, texture, proportions or surrounding décor exactly.

3.7 You must check the order confirmation, drawings, dimensions, appliance specifications, opening directions, colours, finishes and other details carefully. Tell us promptly if anything is incorrect. Approval does not remove rights you have where goods or services fail to comply with the contract or applicable law.

3.8 Changes requested after approval are subject to our written agreement. They may alter the price and timetable. We will confirm the effect of an agreed change before proceeding where reasonably practicable.

4. Products, natural materials and measurements

4.1 We take reasonable care to describe and display products accurately. Screen settings, lighting and natural variations mean colours and finishes may differ from images or samples.

4.2 Timber, stone, leather and other natural materials can vary in colour, grain, knots, texture and movement. These inherent characteristics are not faults unless the goods fail to meet the description, agreed specification or standards a consumer can reasonably expect.

4.3 Dimensions are approximate unless expressly confirmed as critical or made-to-measure dimensions. Minor variations may occur where reasonably necessary for manufacture or installation, provided they do not materially reduce appearance, function or quality.

5. Prices and payment

5.1 Consumer prices are in pounds sterling and include VAT at the applicable rate unless stated otherwise. Delivery, installation, supplementary works and other charges are included only if stated in the order confirmation.

5.2 If a displayed price is obviously wrong and you could reasonably have recognised the error, we may cancel the order and refund sums paid. Otherwise, we will contact you before acceptance if a price needs correction.

5.3 We accept the payment methods shown at checkout or confirmed in writing. We do not accept cash on delivery unless expressly agreed.

5.4 The deposit and payment schedule will be shown in the quotation or order confirmation. Unless otherwise agreed, cleared payment of the balance is required before delivery. We will not demand payment earlier than the agreed schedule merely because of a delay for which you are not responsible.

5.5 Refunds will be made to the original payment method unless you expressly agree otherwise. We will not substitute a credit note where the law entitles you to a monetary refund.

5.6 Choose Klarna at checkout. Klarna payment options are provided subject to eligibility, status and Klarna's separate terms. The payment options and applicable information will be shown during checkout. We do not guarantee acceptance and are not the lender. Choosing Klarna does not affect your rights against us as the supplier of the goods.

6. Lead times and delays

6.1 Any lead time or delivery date will be stated in the order confirmation. Unless we expressly agree that a date is fixed, lead times are estimates. We will keep you reasonably informed of a material delay.

6.2 We are not responsible for delay caused by an event outside our reasonable control, but we will take reasonable steps to minimise the effect. If there is a risk of substantial delay, you may contact us to discuss cancellation and any refund due. Nothing in this clause limits a statutory right to cancel where we fail to deliver within an agreed or legally applicable time.

7. Delivery

7.1 We deliver to the address in the order confirmation. Tell us promptly of any correction. A change of address is subject to our agreement and may affect the price or timetable.

7.2 Unless otherwise agreed, our standard delivery area is mainland Great Britain. We may agree delivery to a port, freight forwarder or other handover point for onward transport. If you arrange onward transport, our responsibility for the goods and your cancellation rights are governed by applicable law and the agreed delivery arrangements.

7.3 You must provide accurate access information and check that goods will fit through doors, corridors, stairways and other access routes. Please tell us before delivery about parking restrictions, stairs, lifts, fragile surfaces or other relevant risks.

7.4 You should clear a safe access route and take reasonable steps to protect or remove fragile items. We will exercise reasonable care and skill and remain responsible for damage caused by our failure to do so.

7.5 Someone aged 18 or over must normally be present to accept delivery. If delivery fails because nobody is available, access is unsafe, or information supplied by you is materially incorrect, we may charge the reasonable direct cost of redelivery. We will tell you the charge before rearranging delivery.

7.6 Risk in goods passes to you when you, or a person you identify to take possession, receives them. Ownership passes when we have received payment in full, unless the law provides otherwise.

7.7 Please inspect goods as soon as reasonably practicable and tell us promptly about transit damage, missing items or visible defects. A failure to report within a stated administrative period does not remove your statutory rights.

7.8 Where goods are delivered in parts, we may wait until all items are ready to reduce journeys. We will agree any charge for a customer-requested split delivery before arranging it.

7.9 When we notify you that completed goods are ready, we will store them without charge for 14 calendar days. If you cannot accept delivery or collection during that period for a reason that is not our fault, we may charge from day 15:

·           £15 per furniture item per complete or partial week, capped at £60 per order per week; or

·           £50 per complete or partial week for a bespoke kitchen or cabinetry order.

We will give written notice before storage charges begin. We will not charge for a period of delay caused by us or by an event for which we are responsible.

7.10 If an agreed delivery fails because nobody is available, access is unsafe or materially different from the information supplied, or the site is not reasonably ready, we may charge the reasonable direct cost of the failed delivery and redelivery. We will explain and confirm the charge before rearranging delivery.

7.11 If goods remain uncollected or undeliverable for 90 days after they became ready, we may give you at least 28 days' final written notice requiring collection, delivery arrangements and payment of outstanding sums. If you do not respond, we may exercise rights available under applicable law in relation to uncollected goods, which may include selling or disposing of them. Any sale proceeds will be applied to reasonable sale and storage costs and sums lawfully due, with any balance accounted for to you. Ownership will not pass to us merely because the storage period has expired.

8. Distance and off-premises cancellation rights

8.1 If you are a consumer who entered into a contract online, by telephone, by email or away from our business premises, you will normally have a legal right to cancel a contract for standard goods without giving a reason. The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods. For multiple goods delivered separately, the period normally ends 14 days after receipt of the last item.

8.2 To cancel, make a clear statement by email, post or telephone using the contact details in section 1. You may use the model cancellation form at the end of these terms, but you do not have to. Sending the notice before the period expires is sufficient.

8.3 The statutory right to change your mind does not apply to goods made to your specifications or clearly personalised. It may also be excluded for sealed goods not suitable for return for health-protection or hygiene reasons once unsealed. These exceptions do not apply merely because goods were ordered from a supplier, selected from standard options, or removed from ordinary packaging.

8.4 If you cancel standard goods, you must return them without undue delay and no later than 14 days after telling us. Unless we offered to collect them or agreed otherwise, you are responsible for arranging the return and paying the direct return cost. For bulky goods that cannot normally be returned by post, our collection service will normally cost between £20 and £150 per item, depending on the item's size, weight, location and access requirements. We will confirm the applicable cost before the contract is made where required by law. If unusual access or distance means the cost will exceed £150 per item, we will tell you and obtain your agreement before you order.

8.5 You may inspect goods as you could reasonably do in a shop. We may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. There is no automatic restocking charge for exercising a statutory cancellation right.

8.6 We will refund the price and the cost of our least expensive standard outbound delivery method. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first. We will make the refund within the period required by law and normally within 14 days of that event.

8.7 If you ask us expressly to begin a service during the cancellation period and later cancel, we may charge a proportionate amount for the service supplied up to cancellation. If the service has been fully performed within that period after your express request and acknowledgement that the right to cancel would be lost on full performance, the right to cancel that service may be lost.

8.8 Orders placed at our showroom do not have an automatic statutory change-of-mind right. Any goodwill return or exchange we agree will be subject to the written conditions provided at purchase. This does not affect rights relating to faulty, misdescribed or incorrectly supplied goods.

9. Faulty goods and statutory remedies

9.1 We are under a legal duty to supply goods that conform to the contract. Goods must be of satisfactory quality, fit for any particular purpose made known to us, match their description and sample or model where applicable, and be installed correctly where installation forms part of our contract.

9.2 If goods do not conform, you may have a short-term right to reject them within 30 days and receive a refund. After that, or if you choose, you may be entitled to repair or replacement and, in appropriate circumstances, a price reduction or final right to reject. The precise remedy depends on the circumstances and the Consumer Rights Act 2015.

9.3 We will bear reasonable costs of returning faulty goods where the law requires. We may ask for photographs or inspect the goods, but this will not unreasonably delay a remedy.

9.4 Do not attempt a repair or alteration before giving us a reasonable opportunity to inspect and remedy a suspected fault. This request does not exclude rights where an attempted repair did not cause or worsen the fault.

9.5 Flat-pack goods should be assembled in accordance with their instructions. We are not responsible for damage caused by incorrect assembly by you or a third party, but remain responsible for pre-existing faults and for any assembly or instructions we supplied that do not meet legal requirements.

9.6 Mattresses and other hygiene-sensitive goods may be returned where they are faulty. A change-of-mind return may be excluded only where the statutory sealed-goods hygiene exception applies or where a clearly stated, more generous goodwill policy applies.

10. Our voluntary guarantees

10.1 Our off-the-shelf products are covered by a one-year guarantee from the date of delivery. Our bespoke cabinetry and kitchens are covered by a 10-year structural guarantee from the date of delivery. These guarantees are additional to, and do not replace or restrict, your statutory rights.

10.2 The guarantees cover defects in materials and workmanship arising under normal domestic use. If a valid guarantee claim is made, we may repair the affected item, replace it with the same or an equivalent item, or provide another appropriate remedy. We will choose a remedy that is reasonable in the circumstances, taking account of the nature of the defect, proportionality and availability. This does not restrict any statutory remedy you are entitled to choose.

10.3 Unless expressly stated otherwise in writing, the guarantees do not cover:

·           fair wear and tear;

·           accidental damage, misuse, neglect or improper cleaning or maintenance;

·           damage caused by failure to follow supplied care or installation instructions;

·           alterations or repairs carried out without our approval where they caused or contributed to the problem;

·           damage caused by unsuitable site conditions, damp, structural movement, water ingress, excessive heat or defective utilities where these were not caused by us; or

·           natural variations in timber, stone, leather or other natural materials that are not defects;

·           paint finishes, paint cracking, marking, fading, discolouration or routine repainting;

·           ordinary timber movement, adjustment, shrinkage, expansion or normal settling that does not amount to a structural defect; or

·           removal, disconnection, reinstallation, refitting, decorating or making-good costs associated with accessing, repairing or replacing cabinetry.

10.4 The 10-year guarantee applies only to structural defects in the bespoke cabinetry we supply. Appliances, worktops, taps, handles, lighting, internal accessories, customer-supplied items and other third-party components are excluded. They remain covered by any applicable manufacturer guarantee and statutory rights. Unless we expressly agree otherwise in writing, the 10-year guarantee does not cover installation work undertaken under a separate contract with an approved contractor.

10.5 The guarantees apply to the original purchaser only, are not transferable and apply only to products supplied and retained at an address within the United Kingdom. Proof of purchase is required. A repaired or replacement part is covered only for the unexpired portion of the original guarantee period; repair or replacement does not restart or extend that period.

10.6 A guarantee claim should be made using the contact details in section 1, with proof of purchase and reasonable details and photographs of the issue. We may ask to inspect the item before deciding the claim. Further details are set out in our separate 10-Year Bespoke Cabinetry and Kitchen Structural Guarantee.

10.7 Clearance, ex-display and “sold as seen” goods remain subject to statutory rights. A specifically identified defect that was brought clearly to your attention before purchase may not amount to a breach in relation to that defect, but a general “sold as seen” label does not remove statutory protection.

11. Bespoke kitchens and furniture

11.1 Bespoke goods cannot normally be cancelled under the statutory change-of-mind rules once the contract is made. This does not affect rights where goods are faulty, misdescribed, damaged, incorrectly installed or otherwise do not conform to the contract.

11.2 Before manufacture, you will be asked to approve the relevant specification. Requested amendments after approval may be subject to additional reasonable charges and revised timescales, which we will confirm in writing.

11.3 If you ask to cancel or repudiate a bespoke order where no statutory cancellation right applies, we will take reasonable steps to reduce our losses. Any sum retained or claimed will reflect work performed, materials committed, costs incurred and other reasonably foreseeable loss, less costs saved or amounts we can reasonably recover. It will not be an arbitrary penalty.

11.4 A sofa or other furniture item made after ordering is not treated as bespoke for statutory cancellation purposes merely because you selected fabric, colour, leg finish, cushion combination or other components from our standard options. Such an item will be treated as bespoke only where it is made to a genuinely individual or non-standard specification or clearly personalised for you. The order confirmation will identify any specification that we consider genuinely bespoke. This does not affect rights where goods are faulty or do not conform to the contract.

12. Delivery, assembly and third-party installation

12.1 We do not provide or sell a general installation service as part of these terms. Unless your order confirmation expressly says otherwise, the price paid to us covers supply and the selected delivery service only.

12.2 Standard delivery means delivery to the agreed location on the basis described in your order confirmation. It does not include unpacking, assembly, installation, connection to utilities, removal of packaging or removal of existing furniture unless expressly stated.

12.3 Where white-glove delivery is purchased and stated in the order confirmation, our delivery team will bring the items into the agreed room, unpack them and carry out ordinary assembly that can safely be completed as part of delivery. White-glove delivery does not include fixing cabinetry or furniture to the building, kitchen fitting, plumbing, gas or electrical work, worktop fitting, decorating, building work, removal of existing goods or other specialist installation unless expressly agreed in writing.

12.4 You must provide safe and reasonable access, disclose relevant access difficulties and ensure that the delivery and assembly area is sufficiently clear. Our team may decline to move or assemble an item where doing so would create a material health-and-safety risk or a significant risk of damage. We will exercise reasonable care and skill when providing white-glove delivery and remain responsible for loss or damage caused by our failure to do so.

12.5 Bespoke cabinetry and kitchens may be installed by contractors whom we have approved or recommended. Unless we expressly state in writing that the installation contract is with Artisan Kitchens and Furniture Ltd, the installation contract is made directly between you and the approved contractor. The contractor will provide or confirm their own quotation, scope of work, payment terms, timetable, insurance, guarantees and terms of service.

12.6 Where the approved contractor contracts directly with you:

·           installation charges are payable to the contractor, not to us, unless clearly stated otherwise;

·           the contractor is responsible for performing the installation with reasonable care and skill;

·           concerns about installation workmanship and any workmanship guarantee should be raised with the contractor; and

·           we are not responsible for the contractor's acts or omissions merely because we approved or recommended them, although we remain responsible for the cabinetry, designs, measurements, information and services that we ourselves supply.

12.7 Approval or recommendation does not prevent you from choosing another suitably qualified installer. If you appoint your own installer, you are responsible for checking their competence, insurance and qualifications.

12.8 Gas, electrical and other regulated work must be completed by appropriately qualified persons. The installer should identify supplementary work and agree its scope and price with you before proceeding.

12.9 We will provide reasonable product information needed for installation. You and your installer must check the approved drawings, site dimensions, service positions and product requirements before installation begins and notify us promptly of any apparent discrepancy. This does not transfer responsibility for an error in a design, measurement or product that we supplied.

12.10 If you ask us to coordinate communications with an approved contractor, that administrative assistance does not by itself make us a party to your installation contract. The identity of the party contracting to provide installation should be stated clearly on the installation quotation and invoice.

12.11 If, for convenience, we process a card payment that is due to an approved contractor, we do so only as a disclosed payment-collection agent for that contractor. The contractor must remain clearly identified on the installation quotation, invoice and payment receipt as the supplier of the installation service, and the amount collected must be separately identified from sums payable to us. Processing payment in this way does not override any responsibility that the law attributes to us based on the actual arrangements and communications.

13. Liability

13.1 We do not exclude or limit liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or defective products under the Consumer Protection Act 1987.

13.2 If we fail to comply with the contract, we are responsible for loss or damage that is a foreseeable result of that failure or of our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable.

13.3 We supply to consumers for private use. We are not responsible for business losses, including loss of profit, revenue, business opportunity or business interruption, where you use the goods or services for a commercial purpose outside the scope of this consumer contract.

13.4 Nothing in these terms requires you to protect us from the consequences of our negligence or breach of contract.

14. Reviews

14.1 We may invite customers to submit a voluntary review. We may moderate or remove content that is unlawful, abusive, irrelevant, contains personal data, infringes rights or breaches a published review policy.

14.2 We will not edit a review in a way that changes its meaning or presents a misleading impression. Minor spelling or formatting corrections will be made only where appropriate and without altering substance.

15. Promotions, competitions and price matching

15.1 Promotion or competition-specific terms, including eligibility, closing date, prize, selection method and any platform disclaimer, will be published with the relevant promotion and take priority over this section.

15.2 Unless stated otherwise, entrants must be UK residents aged 18 or over; employees and their immediate families may not enter; no purchase is necessary; one entry is permitted per person; and no cash alternative is available. We may substitute a prize of equal or greater value where reasonably necessary.

15.3 Promotions run on a third-party platform are not sponsored, endorsed or administered by that platform unless expressly stated.

15.4 If we advertise a price-match promise, the current eligibility rules will be stated with the offer. Unless that offer says otherwise, the comparison must be for an identical, new and immediately available product sold in pounds sterling by an established UK retailer, including equivalent delivery, warranty and service charges. Marketplace, auction, clearance, mispriced, membership-only and insolvency sales may be excluded. Evidence must be current and independently verifiable. A price match is subject to the specific published offer and does not restrict statutory rights.

16. Timber sourcing statement

16.1 We aim to source timber responsibly and to work with suppliers that can provide appropriate evidence of legality and sustainability, including recognised certification where applicable.

16.2 We will comply with timber due-diligence, record-keeping and traceability obligations that apply to our role and supply chain in Great Britain. We will not describe all products as FSC-certified unless the relevant product and supply chain are covered by valid certification.

16.3 We seek to avoid timber linked to illegal harvesting, unlawful trade, destruction of protected or high-conservation-value forests, or armed conflict. This is a sourcing policy and is not a product certification unless expressly stated for a particular product.

17. Personal information and cookies

17.1 Artisan Kitchens and Furniture Ltd is the controller of personal information used to administer enquiries, quotations, orders, delivery, installation, payments, aftercare, legal obligations and legitimate business operations.

17.2 Depending on the purpose, we process information because it is necessary to take steps at your request or perform our contract, comply with law, pursue legitimate interests that do not override your rights, or because you have consented.

17.3 We may share relevant information with service providers such as payment providers, delivery companies, installers, IT and website providers, professional advisers and public authorities where lawfully required. Providers may use information under their own privacy terms where they act as separate controllers.

17.4 We retain information only for as long as reasonably necessary for the relevant purpose, including contractual, tax, accounting, product-safety and legal-claims requirements.

17.5 We do not treat acceptance of these sales terms as consent to electronic marketing. Marketing will be sent only where permitted by law, and you can opt out at any time.

17.6 Non-essential cookies or similar technologies will be used only in accordance with applicable consent requirements. Essential cookies may be used where necessary to provide a service you request.

17.7 You may have rights to access, correct, erase or restrict personal information, object to processing, request portability and withdraw consent. To exercise a right, email sales@artisankitchensandfurniture.co.uk or write to the address in section 1. You may also complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/.

17.8 This section is a summary. Our website should display a separate, fuller privacy notice and cookie notice explaining the categories of information, each purpose and lawful basis, recipients, international transfers and safeguards, retention periods, individual rights and any automated decision-making in enough detail for the processing actually carried out.

18. Complaints

18.1 Please contact us as soon as possible using the details in section 1. We will acknowledge and investigate your complaint and aim to provide a substantive response within a reasonable time.

18.2 You may seek independent guidance from Citizens Advice and may bring court proceedings. Nothing in this section limits your legal rights.

19. Changes to these terms

19.1 We may update these terms for future orders. The terms applying to your contract are those accepted when the contract was formed, together with any later change that you and we expressly agree. Posting amended terms online does not retrospectively change an existing contract.

20. General

20.1 If a court finds part of these terms unlawful, the remaining provisions continue in effect.

20.2 A delay in enforcing a right does not waive that right.

20.3 This contract is between you and us. No other person has a right to enforce it, except where legislation provides otherwise.

20.4 These terms are governed by English law. If you live in another part of the UK, you retain any mandatory protections and may bring proceedings in the courts available to you under applicable law.

Model cancellation form

Complete and return this form only if you wish to cancel an eligible distance or off-premises contract. You may instead send any other clear statement.

To: Artisan Kitchens and Furniture Ltd, 83A Marmion Road, Southsea, Portsmouth, PO5 2AX
Email: sales@artisankitchensandfurniture.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

................................................................................

Ordered on / received on:

................................................................................

Name of consumer(s):

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Address of consumer(s):

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Signature of consumer(s) (only if this form is sent on paper):

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Date:

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Delete as appropriate.