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Store Policies

  1. Prices
  2. Online Ordering System
  3. Delivery
  4. Returns Process
  5. Complaints
  6. Important Information
  7. Privacy
  8. Security
  9. Unsubscribe

1. Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices; should any unexpected change in price occur you will be informed and asked if you wish to reconsider your order before proceeding.

2. Online Ordering System

Our online ordering system is safe and 100% secure. No credit card information is compromised during interactions with our website.

To place an order, simply add items to the basket and follow the step-by-step instructions that will guide you through the process to complete the order.

We do not store any card details on file. As soon as an order is placed, your card details are destroyed in an untraceable format.

We encourage you to feel comfortable using your credit card to conduct commerce on our site. If you wish, you may also send us a Postal Order (only) or a personal cheque. Personal cheques will delay your order as we must wait for your funds to clear before we ship any goods.

Please allow an additional 7-10 business days for shipping of your goods if paid by personal cheque. To order by cheque, just print the order form with your shopping cart contents from the order confirmation page and complete the necessary fields, then post the form to the address indicated.

When you place an order with us (Kitchen Surplus) you are making an offer to buy goods and accept our terms of sale. We will send you confirmation via electronic mail that we have received this request. Once we have checked the price and availability of the goods, we will contact you separately via electronic mail to confirm that we accept your order and a contract will be made between the "customer" and "kitchen-surplus.co.uk". We send VAT invoices via email, once your order has been despatched.

In the unlikely event that the goods are no longer available, or there is a pricing mistake, we will advise you of this. There will be no contract between us.

3. Delivery

Our two man service is the recommended service for most deliveries, though we also offer several external courier options. Terms and conditions are specific to each courier.

Kitchen Surplus staff do everything possible to ensure that our external couriers deliver the high standards we expect. However Kitchen Surplus cannot be held responsible for any delays that occur as part of an external courier service. It is the responsibility of the customer to familiarise him/herself with the terms and conditions of each service prior to selecting a delivery option.

The terms for each service can be found below:

In-House Two Man Delivery Service

Goods are delivered by two personnel who will carry the customer's items to the nearest ground floor access point of the customer's property. The customer will be given a three hour timeslot but should there be a delay due to instances outside of Kitchen Surplus' control -such as heavy and unforeseen traffic - Kitchen Surplus cannot accept responsibility for this.

It is the customer's responsibility to ensure that there is a clear passageway - suitable for both the drivers and the goods - from the entrance of the property to the ground floor room of choice. If there are any obstructions, the Kitchen Surplus team are entitled to leave the goods at the closest safest point (or similar). If the obstructions can be moved then it is the customer's responsibility to undertake this process. If the passageway is not clear, and any damage is done to either the customer's property or possessions as a result of insufficient or unclear access, Kitchen Surplus bears no responsibility.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed via electronic mail within 48 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

Overnight Delivery

Goods are delivered by one man only. The customer agrees to ensure that someone competent will be available to help with the unloading of the goods. The goods can be extremely heavy; it is the responsibility of the customer to ensure the designated helper is fit / suitably strong to help with the delivery. We cannot be held liable for any injury to persons unloading the delivery (unless caused by our negligence). It is the responsibility of the customer to ensure the drop off point and unloading area are both suitable and accessible. Our standard delivery service is to the nearest ground floor access point, for health and safety reasons. Special requests can occasionally be accommodated, please contact us to request further information.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed via electronic mail within 48 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

This service is intended to be next-day; however, as this is an external courier, Kitchen Surplus cannot guarantee that this timeframe will be achieved. Customers should be aware that deliveries on this service can take up to three working days from point of order.

External Two Man Service

On this service, customers can expect a phone-call at least 48 hours prior to delivery to confirm. The customer will then be given a window of either am/pm. Within this window, a 2-3 hour time slot will be given but please note this is for guidance only. Kitchen Surplus cannot accept any responsibility if the delivery happens to arrive outside of this provisional time-slot.

The courier will attempt to contact the customer on three separate occasions. If all three attempts are unsuccessful, it is the customer's responsibility to make contact with the courier. If this does not occur within 21 days, the goods will be returned to Kitchen Surplus. The customer will then incur a further charge for redelivery and must contact Kitchen Surplus to make the necessary arrangements before the goods can be redelivered. Kitchen Surplus cannot be held responsible for any delays or charges resulting from this sequence of events.

All deliveries on this service are carried out by a two man team, and where possible the courier will put the items in the customer's room of choice. All room of choice deliveries are subject to a site survey by the delivery team; the team will then assess whether it is possible the place the item in the room requested by the customer.

If it is possible to place the item in the room of choice, the customer must read and sign the necessary disclaimer to confirm that he/she understands its content. If this disclaimer is not signed, the delivery will be made to the doorstep only. If the delivery team deems it unsafe or considers that placing the item in the customer's preferred room is not possible, the delivery team would ask the customer for an alternative room in which to place the product.

If it occurs that the external two man team are unable to place the product in a room of choice, the item will be left in the safest possible location.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed via electronic mail within 48 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

Accessory Delivery Service

A variety of timeslots can be selected with this courier service (next day, next day pre-noon, next day pre-10am etc). This is a signed for service and it is the customer's responsibility to ensure that there is someone at the property to receive the parcel at the relevant time (according to the delivery option chosen).

Should delivery be unsuccessful due to the customer not being at the property on the scheduled delivery date, the customer is liable for any and all costs, charges and fees incurred in returning or storing the undelivered shipment.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed via electronic mail within 48 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

Requests to Change Delivery Date

The final cut-off point for changing delivery date - for all delivery options - is 11:00 AM prior to the working day of despatch (i.e. 11:00 AM on Friday morning if the goods are to be delivered on Monday). Please note that for certain areas - those that must be booked at least 48 hours in advance - the cut-off point for changing delivery date is 11:00 AM on the working day prior to this time. It is the customer's responsibility to make contact with Kitchen Surplus to rearrange delivery within this time-period. Suitable confirmation of the new arrangements must be provided by Kitchen Surplus to verify successful rearrangement of delivery. Kitchen Surplus will make every effort to accommodate requests for alteration to delivery date but does not guarantee this. If confirmation of new delivery date from Kitchen Surplus is not received by the customer, he/she should assume that the original delivery date stands.

If delivery is not rearranged and confirmed with Kitchen Surplus prior to the aforementioned cut-off point, the customer bears the full responsibility of any delay or surcharges caused should the delivery not be successful.

4. Returns policy

Before despatch rigorous inspections are carried out to ensure that the goods are of a sufficient quality; however, on rare occasions problems may arise.

As the Distance Selling Regulations stipulate, customers have the right to return standard sized, un-oiled goods. In accordance with the Consumer Protection (Distance Selling) Regulations, private individuals have the right to cancel the contract for the purchase of any item(s) within a period of 14 calendar days, beginning with the day after the day on which the item(s) are delivered. Any cancellation requests must be made within the timeframe specified. We will then arrange to collect the whole order and give a full refund. The collection cost must be paid by the customer, except in instances where the goods supplied are faulty, have been supplied in error, or misdescribed by the seller. A collection charge will be confirmed when the collection is arranged. Alternatively, the customer may arrange transportation. The customer must pay all costs involved in transporting the goods back to the warehouse from which they were despatched (except if the goods are found to be faulty or defective, in which case such costs will be reimbursed). The goods must be insured whilst in transit for the full value. Customer returns must be agreed in writing or by electronic mail by both parties before the goods are returned. Any refunds for returned items will be processed within 14 days (from notice of cancellation, or in the case where goods are to be returned, within 14 days of receipt of the goods in suitable condition). We reserve the right to recover any amount, up to the full contract price, in cases where the value of the returned goods has been diminished as a result of unreasonable care.

The exception to this right of cancellation is bespoke items. Customers do not have the right to cancel the contract for the purchase of any goods that have been subject to any works by kitchen-surplus.co.uk.

Should faults or defects be present on delivery to you, these must be reported to us within 48 hours and all reasonable steps should be taken to ensure that items do not deteriorate further. In no circumstances will we be liable for defects arising from fair wear and tear, accidental damage, misuse, failure to comply with our installation and aftercare instructions, or other negligent actions by you or your installer. Providing that these terms are met, we will exchange or repair faulty or defective items.

Any cancellation or return requests must be made in writing within the timeframe specified. All products to be returned must be carefully repackaged in their original packing; for example, shrink-wrapped and factory packaged worktops must be returned unopened.

To make a cancellation, please use the text suggested in the ‘model cancellation’ form below:

MODEL CANCELLATION FORM

To Direct Online Services LTD,
Returns Department, Units 6-8, Brearley Court, Baird Road, Waterwells, Quedgeley, Gloucestershire, GL2 2AF
Email:

[I / We]* hereby give notice that [I / We]* cancel [my / our contract]* of [sale of the following goods / For Supply of the following service]*,
Ordered on [Insert Order Date Here]*,
[Name of consumer(s)]
[Address of consumer(s)]
[Signature of consumer(s)]
[Date]

*Delete as appropriate.

5. Complaints

We will deal with all complaints promptly. Kitchen Surplus will attempt to respond to all complaints within on working day, however during busy periods we will endeavour to reply within 5 working days. All complaints will be dealt with fairly and in confidence.

6. Important information

Please note that though the Kitchen Surplus team work hard to ensure that delivery will occur on a date best suited to the customers' requirements, we strongly advise that the hiring of various trades is not completed until the goods have arrived at the destination in satisfactory condition. Though we have an extremely high delivery success rate, occasionally, due to matters out of our control such as poor handling in transit or extreme weather conditions, delivery of the complete order in satisfactory condition may not be possible on the initial agreed date. As such, we also do not advise that any existing fittings are removed until a successful delivery has been achieved. We cannot be held responsible for any fees or losses caused by a delivery that is not delivered on the initial date but is still delivered within a reasonable time-frame. In the unlikely case that a delay in delivery does occur, we will of course give the order our utmost attention and attempt to resolve any problems in the shortest period of time possible.

All good should be inspected thoroughly on delivery and before any installation work commences. Any work carried out to any of the goods received constitutes immediate acceptance of the items. This includes cutting, oiling, or any alterations that remove the item from its original condition. Any defects or faults later reported will be deemed as to have been caused, and thus bear the responsibility of, the customer (unless the customer can demonstrate otherwise). Kitchen Surplus are not responsible for any fault or damage caused by negligent installation or failure to comply with our installation and aftercare instructions.

Do not attempt to fix any problem yourself without contacting us first. We are unable to accept a return of any goods if any unauthorized alterations have been made. If goods have been altered without our prior authorization this may invalidate the manufacturer's warranty.

All standard sized worktops are subject to a manufacturing tolerance. The manufacturing tolerance of a stave size is +/-2mm, therefore if worktops are to be joined end-to-end please inform us beforehand so that we can attempt to match as best as possible. The stave width of our full stave worktops, where advertised as approximately 90mm width staves, can vary by +/-10mm due to natural variations of timber. Due to the manufacturing tolerance of each individual stave, each complete worktop may have one stave with a reduced width at one edge of the worktop, in order to maintain the advertised complete worktop width. Due to the nature of the image reproduction process and the nature of the goods we supply, we cannot guarantee the colour accuracy of certain goods. Kitchen Surplus will always attempt to colour match goods ordered on a multiple basis, however as wood is a natural product we cannot guarantee any replication of colour from piece to piece. During manufacture, we go to great lengths to remove nearly all natural imperfections from the surface of our worktops. To not render the timber characterless, small natural imperfections are deemed acceptable and the customer accepts that small sound knots and minor shakes, which do not affect the performance of the worktop, are acceptable and shall not constitute faults or defects. Larger natural imperfections may occasionally appear on the underside of the worktop, and these shall not constitute faults or defects as long as they do not affect structural rigidity. Kitchen Surplus go to extreme lengths to reduce the moisture content of the timber by drying timber before manufacture for longer than the standard period of time, a cost which we accept to further improve product quality. Gradual movement of timber due to natural contraction and expansion however cannot be prevented and after installation small cracks may appear, a few millimetres in width. This comes as a standard with all timber and is accepted as the nature of each individual section of wood and is not a fault or defect. Any movement is a natural characteristic and is not deemed a fault. Any minor cracks are not faults or defects and can be filled neatly and easily using a similar coloured wax filler if necessary. Any images and samples should be treated as an approximate guide only, as stave widths, colours, lengths and appearance can vary from piece to piece. For avoidance of doubt, we provide a sale by description only, not sale by sample, and by continuing to purchase from us, you accept this.

We go to great lengths to provide detailed installation and maintenance information and Kitchen Surplus cannot be held responsible for the lack of initial oiling, incorrect installation, maintenance or general mishandling. We recommend finishing our products with "Rustin's Danish Oil". The maximum unsupported overhang that we recommend for a worktop is 200mm (based on a 620mm wide worktop). The recommendation for a larger overhang/span would be calculated on a pro-rata basis (i.e. the recommended unsupported overhang for a 960mm wide worktop [approx 55% larger than a 620mm wide worktop] would be 110mm). If you require a larger overhang, we may also suggest that a suitable support leg(s) is used. The customer agrees to install the products as per our installation and aftercare guide. Failure to follow this means that you accept full responsibility for any resultant damage or defects. Due to slight variations in stave size and colour as a result of batch variation, please contact us if you are attempting to match worktops to another worktop, or to a previous purchase, so that we can attempt to help where possible. Likewise, if you are joining a worktop end to end please inform us prior to purchase so that we will endeavour to locate two worktops that match as closely as possible. If you experience any problems with worktops that you have received, please contact us within 48 hours and always before you alter them from their original condition, as any goods altered from their original state cannot be returned or exchanged (unless you are able to prove that a fault or defect existed on delivery).

Kitchen Surplus reserves the right to alter these Terms and Conditions at any time upon providing advanced notice.

7. Privacy

This statement has been created to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this web site.

We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and to gather broad demographic information.

Our site uses cookies to keep track of your shopping cart. Cookies are used to identify you, allowing us to retrieve your information so that you don't have to re-enter it each time you visit our site. This information may also be used to improve our service (on an internal basis only), but will never be shared with third parties.

Our site's registration form requires users to give us contact information, like their name and email address, and unique identifiers. We use customer contact information from the registration form to send the user information about our company. The customer's contact information is also used to contact the visitor when necessary if they have subscribed to the mail list. Users may opt-out of receiving future mailings by choosing to un-subscribe. Unique identifiers are collected to verify the user's identity and for use in our record system.

This site may contain links to other sites. We are not responsible for the privacy practices or the content of such web sites.

Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information and unique identifiers. Contact information from the order form is used to send orders and information about our company to our customers. The customer's contact information is also used to get in touch with the visitor when necessary. Users may opt-out of receiving future mailings. Unique identifiers are collected from Web site visitors to verify the user's identity and for use as account numbers in our record system.

8. Security

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information such as credit card numbers on this site.

9. Unsubscribe

This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages.

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