Terms & Conditions

Definitions

1. Price and Payment

1.1. All prices and product specifications quoted are subject to amendment following a site survey by Kingswood. If the survey results in changes to the price or specification that you do not accept, Kingswood will cancel the order and refund your deposit in full. No further costs or liabilities will apply to either party.

1.2. The contract price reflects the scope of works and products selected. Unless expressly stated in writing, price alone does not imply enhanced aesthetic detailing, or alternative construction methods beyond those standard to the product type supplied.

1.3. If you cancel your order after the deposit has been paid, if the survey has not been undertaken, your deposit will be refunded.  If the survey has been undertaken, your deposit will be forfeited. If manufacture of your goods has begun, you will be liable for the full remaining balance of the order.

1.4. If payment is not made by the due date, Kingswood reserves the right to charge interest on the overdue amount at a rate of 8% per annum above the Bank of England base rate, until payment is received. This is in addition to any other rights or remedies available to Kingswood.

2. Product Specification

2.1. Fitted Furniture

2.1.1. While Kingswood will provide drawings and images to illustrate the chosen design, the images provided are for illustrative purposes only and may not reflect the final solution.

2.2. Doors and Glazed Frames

2.2.1. All doors and glazed frames supplied are manufactured using standard industry construction methods appropriate to the selected product type. Certain construction details, including internal frame components or core materials, may be visible depending on the glazing specification selected (for example, clear glass versus mirrored or opaque finishes). Such features are inherent to the product design and do not constitute defects.

2.3. Shutter

2.3.1. Shutters are not designed to be a complete blackout solution. Due to the nature of the product and its many moving parts, some light bleed between the louvres and frame edges is to be expected — particularly in a darkened room when strong daylight or sunlight is present outside. Slight variations in spacing between louvres or panels are within manufacturing tolerance and are common across all shutter installations. These do not indicate a fault or defect..

3. Appearance, Finish & Expectations

3.1. References to appearance, finish, or quality are assessed against what is reasonable for the type of product supplied, taking into account standard industry practices and the agreed product description.

3.2. Minor visual characteristics that are inherent to the product’s construction, particularly in non-decorative or internal areas, are considered acceptable and do not render the goods unsatisfactory.

3.3. Where no bespoke finish, alternative construction method, or enhanced aesthetic detailing has been expressly specified and agreed in writing, the goods supplied will be deemed to meet the agreed specification if they correspond with the standard product selected.

4. Samples, Specifications & Customer Approval

4.1. It is the client’s responsibility to request and review any samples, drawings, or product information required to confirm colours, materials, finishes, textures, or visual characteristics prior to confirming the order.

4.2. In the absence of a request for samples or bespoke detailing, the client accepts the standard appearance and construction associated with the selected product range.

5. Delivery and Installation

5.1. Kingswood will make all reasonable efforts to complete delivery and installation within the timeframe agreed at the point of sale. However, time is not of the essence and Kingswood is not liable for any losses resulting from delays.

5.2. We aim to minimise any disruption during installation. However, Kingswood is not responsible for cosmetic repairs such as painting or decorating unless damage results from our negligence.

5.3. The order content shall be deemed accepted upon delivery, unless any defects are reported to Kingswood in writing within 5 working days.

5.4. If we are unable to complete delivery or installation due to reasons within your control, Kingswood reserves the right to store the product at your expense until installation can proceed.

5.5. Should you change the agreed installation date with less than 5 working days’ notice, you will incur a rescheduling charge equal to the original fitting charge.

5.6. If installation is delayed by you and has not been completed within 10 weeks of the date Kingswood notifies you that the order is ready, you will be required to pay the full balance of the order as if installation were complete.

5.7. If installation is delayed by you and has not been completed within 10 weeks of the date Kingswood notifies you that the order is ready, you will be required to pay the full balance of the order as if installation were complete.

5.8. If Kingswood is unable to complete installation for reasons within our control, our maximum liability is limited to the total value of the contract. This does not affect your statutory rights.

5.9. Upon completion of installation, the client is responsible for inspecting the works and notifying us in writing of any concerns relating to appearance, finish, or workmanship within 5 working days of completion.

5.10. Any concerns not notified within this period shall be deemed accepted, on the basis that the works correspond with the agreed product type and standard construction, subject always to the client’s statutory rights under the Consumer Rights Act 2015.

5.11. Concerns arising after this period which relate to inherent product characteristics, standard construction features, or subjective aesthetic preference shall not constitute a defect.

6. Title and Risk

6.1. Legal ownership of the goods remains with Kingswood until full payment has been received.

6.2. 6.2. Risk in the goods passes to the customer upon delivery.

7. Damage in Transit or Installation

7.1. Any damage to products that is visible on delivery must be reported to Kingswood within 24 hours. For hidden damage, you must notify us as soon as reasonably possible. Where damage is confirmed to have occurred during transit or installation, Kingswood will replace the affected items free of charge.Include:

8. Guarantees

8.1. We provide a 25-year guarantee for Fitted Furniture covering defects in materials and workmanship, subject to normal use and maintenance. The guarantee period for Shutters is 5 years.

8.2. This guarantee does not cover inherent product characteristics, cosmetic preferences, or features that are standard to the construction of the product supplied.

8.3. No separate guarantee certificate is issued unless expressly stated. Written confirmation (including email correspondence) shall constitute valid evidence of the guarantee.

8.4. A £175 call-out charge applies to inspections for issues that fall outside the terms of this guarantee. This charge will be waived if a legitimate product or installation fault is confirmed.

9. Defects vs Aesthetic Preference

9.1. A defect is defined as a failure of the product or installation to meet the agreed description, perform its intended function, or comply with standard industry construction for the product type supplied. Dissatisfaction based solely on personal taste, visual preference, or expectations not expressly agreed in writing shall not constitute a defect.

10. Assessment Against Industry Standards

10.1. Where the quality, finish, or construction of goods is disputed, assessment shall be made by reference to standard industry practices applicable to the product type supplied, rather than alternative construction methods, premium finishes, or bespoke solutions that were not specified or agreed at the time of order.

11. Feedback and Resolution Procedure

11.1. We’re committed to delivering a positive experience and welcome the opportunity to resolve any concerns quickly and fairly.

11.2. To raise an issue, please email:
info@kingswoodathome.co.uk

Include:
Your Full Name
Order Number
A brief description of the issue
Relevant photos or supporting documents (if applicable)

11.3. We aim to acknowledge your email within 2 working days and respond fully within 3–5 working days. Complex issues may take longer, but we will keep you updated throughout.

11.4. Please note, to ensure proper records and fair handling, all complaints must be submitted in writing. We do not resolve product-related issues by phone.

11.5. In the event of a concern being raised, our obligation is to assess whether the goods and installation meet the standard of satisfactory quality as defined by the Consumer Rights Act 2015, taking into account product type and industry standards.

11.6. Where the goods are found to meet this standard, no obligation arises to alter, remake, or replace the product purely on the basis of subjective aesthetic preference.

11.7. Any price adjustment or goodwill gesture offered in such circumstances is discretionary, made without admission of fault, and does not constitute acceptance that the goods are unsatisfactory.

11.8. If we cannot resolve your complaint to your satisfaction, we will provide details of independent Alternative Dispute Resolution (ADR) options.

12. Independent Inspection

12.1. Where there is a dispute regarding quality or finish, either party may propose an independent inspection by a suitably qualified professional. The cost of such inspection shall be borne by the party requesting it.

12.2. Any such inspection shall be jointly agreed, limited in scope to assessing whether the goods meet the standard of satisfactory quality for the product type supplied, and carried out within reasonable timescales.

13. Liability

13.1. Except in cases of death or personal injury caused by our negligence, Kingswood shall not be liable for any indirect, incidental, or consequential losses (including loss of profits or business). Our total liability in any case shall not exceed the total value of your contract with Kingswood.

13.2. This clause does not affect your statutory rights.

14. Liability

14.1. Failure by Kingswood to enforce any right under these terms shall not constitute a waiver of that right.

14.2. This contract is governed by the laws of England and Wales. Any disputes shall be subject to the non-exclusive jurisdiction of the English courts.

15. Privacy Policy

15.1. Kingswood respects your privacy. We only use your personal information to process your order and to communicate with you about products, services, or offers we believe may be of interest.

15.2. Your details will never be shared with third parties except as required for fulfilment of your order or where we are legally obliged to do so. For more information, please see our full privacy policy on our website.

16. Statutory Rights

16.1. Nothing in these Terms limits or excludes the client’s statutory rights under the Consumer Rights Act 2015. These Terms are intended to clarify expectations and provide a framework for assessing quality and resolution in line with those statutory rights.