This page together with the documents referred to on it sets out the terms and conditions on which we supply the product(s) listed on our website or in our retail premises. Please read these terms and conditions carefully before ordering any product(s). By ordering any product(s), you agree to be bound by these terms and conditions.

About us

WKA Ltd the trading name of Wiltshire Kitchens & Appliances Ltd which is registered in the U.K. (company number 16821291). The head office is at Wiltshire Kitchens & Appliances, 5 Mill Street, Trowbridge, Wiltshire, BA14 8BE. Wiltshire Kitchens & Appliances VAT number is TBC.

When you are buying from us you are agreeing that: –

Home Appliances

Online orders are only confirmed once we have checked them.

We contact you to confirm we have received your order by sending you a sale confirmation email. The contract between you and us will only be formed when a sale confirmation is sent to you and payment has been received.

Online Sometimes we reject orders.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock or has been discontinued, because you are located outside our delivery areas as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid. We are under no obligation to provide product(s) to you if they have been mispriced by us.

We are not responsible for delays outside our control.

If our supply of your product is delayed by an event outside of our control, we will contact you as soon as possible to let you know and will do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us at enquiries@wkaltd.co.uk or call 01225 839448 to end the contract and receive a refund for any products you have paid for in advance but not received.

Products can vary slightly from their pictures.

A product’s true colour may not exactly match that shown on your device screen or its packaging may be slightly different when viewed online.

Price

The price of any product(s) will be as quoted on our website site or in store, except in cases of obvious error. These prices include VAT at 20% but exclude delivery costs and any other additional services, for example installation, old product disposal etc. Prices are liable to change at any time, but changes will not affect orders that have been accepted by us.

Online Cooling-off period Online

If you are ordering product(s) as a consumer online you may cancel the contract at any time within a fourteen (14) day “cooling-off” period, beginning on the day after the day you receive the product(s). You have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

Online when you cannot change your mind.

You cannot change your mind about an order for:

• services, once these have been completed.
• sealed audio or sealed video recordings or sealed computer software once these products are unsealed after you receive them.
• goods that are made to your specifications or are clearly personalised

How to let us know. To let us know you want to change your mind, contact us with your order number: enquiries@wkaltd.co.uk or call 01225 839448.

Online you must return the product at your own cost. If your product is goods, you must return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost.

You can:

• bring the product to our store or contact us at enquiries@wkaltd.co.uk or call 01225 839448. You will need your email receipt and the card you paid with. Refunds will be paid in the same way that they were received. Cash refunds will be paid via BACS to your bank account.
• send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you do not do this and we do not receive the goods at all or within a reasonable time we will not refund you the price.

We only refund standard delivery costs. We do not refund any extras you have paid for, including express delivery or delivery at a particular time.

We may reduce your refund if the product is returned in a non-saleable condition. If you manage the product in a way which would not be acceptable in-store, we may reduce your refund to compensate us for its reduced value. For example, we may reduce your refund if the product’s is not in a saleable condition, the packaging is excessively damaged, or accessories are missing.

Return of faulty products. If the product is faulty, please contact us on enquiries@wkaltd.co.uk or call 01225 839448 and we will endeavour to resolve the issue. If the issue cannot be resolved and the product is less than 30 days old, the product can be returned at our cost, and you will receive a full refund. However, if any accessories are missing, the cost of these will be deducted from your refund. This does not affect your statutory rights.

Return of domestic appliances. If you wish to return a domestic appliance you need it to be uninstalled, for return. If you opt to return the appliance to us yourself then please be aware that the appliance needs to be returned undamaged and in a resalable condition.

Cancellation

If you would like to cancel an order, please contact us on enquiries@wkaltd.co.uk or 01225 839448 with your order number. If an order is due for delivery the cancellation request must be received by 12.00pm on the working day prior to your delivery date. If an order has already been placed with a third-party supplier by us, cancellation may incur a charge if the supplier has either already shipped the item to us or has had to manufacturer the product. Each case will be considered on an individual basis.

You have rights if there is something wrong with your product.

 If you think there is something wrong with your product, you must either bring it in store or contact us: enquiries@wkaltd.co.uk or call 01225 839448. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

We can change products and these terms.

 Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that do not affect your use of the product.

We do not compensate you for all losses caused by us or our products.

 We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

 We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://wkaltd.co.uk/privacy-policy/

You have several options for resolving disputes with us.

Our complaints policy. We at Wiltshire Kitchens & Appliances: enquiries@wkaltd.co.uk  or call 01225 839448 will always do our best to resolve any problems you have with us or our products as per our Complaints policy.

Other important terms apply to our contract.

 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.

Delivery

Local Delivery Information

We deliver to set postcodes within a radius of our store in Trowbridge. Please see our Delivery Services page for a list of postcodes. We try to accommodate delivery to locations outside of this for an additional fee, but this cannot be guaranteed.

Please contact us at enquiries@wkaltd.co.uk or call 01225 839448 to obtain a quote or check if your address is included within our local delivery area before placing your order. If an order is placed for delivery outside of our local delivery area an additional charge will apply. We will call you to advise and take payment of the additional charge before completing your order. Please be aware that we may be unable to fulfil your delivery if it is outside of our delivery radius, which may result in us cancelling your order. We would not make any charges to you if we cannot deliver your order and it is cancelled.

National Delivery Information

We do not offer delivery nationally; we only deliver to an area locally to us and use geo -targeting to an area around 15-20 miles from our store in Trowbridge. However, if you wish to get in touch with us and discuss delivery outside of that range, please contact us at ian@wkaltd.co.uk or call us on 01225 839448

Please be aware delivery of bulky items such as range cookers and side by side fridge freezers we can only deliver to a room on the ground floor. To clarify this that is a floor that exterior access is on the same floor as the floor being delivered too. We are also unable to offer installation services where delivery of an item is over fifteen miles from our store unless you get in touch with us ian@wkaltd.co.uk or call 01225 839448

Online Delivery Timescales

We try to deliver all goods purchased as soon as possible. Following receipt of your order we will telephone you to organise a convenient delivery day and time slot for your items.

Large domestic appliances – for items in stock we aim to deliver within 5-10 days.

Large domestic appliances delivery timescales can vary.

We will keep our customers updated on expected delivery dates. We reserve the right to change or move delivery dates according to supplier delivery dates to our warehouse. You should note that all delivery dates are approximate, and we are not responsible for any delay in delivery.

 Online or In-Store – Important Details Regarding Deliveries and Preparatory Work

We may charge you an additional fee if you do not provide us information about how we can access your property for delivery, installation or to provide services or if you do not do preparatory work for delivery or installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule services. You must notify us of any access restrictions otherwise we may not be able to deliver your item (s). Any failure by you to provide adequate information about access may result in delayed delivery and additional costs.

We shall not be liable for any damage caused by our delivery staff unless caused by their negligence. You are responsible for ensuring all floor coverings are suitably protected and that our delivery team have unobstructed access to deliver the product. This also includes any obstacles; items displayed on walls & light fittings.

Inspection and Damaged Items

Upon delivery you must inspect the product to ensure there is no damage in transit. If any damage is identified, then it should be noted on the delivery order. The damaged product(s) can be returned with the delivery driver, and a replacement will be arranged.

Any damage noted after delivery must be advised to WKA Ltd within 72 hours of delivery and photographs must be e-mailed to enquiries@wkaltd.co.uk . If you fail to notify us within this time limit, then the product(s) will be deemed accepted.

Delivery to an address different to that of the Cardholder Address

We will not deliver goods to an address that is different to that of the paying cardholder. All orders are checked by our internal software to ensure that the card used is not stolen or being used without the knowledge of the cardholder.

Failed Delivery

If no one is available to accept delivery of the product or the item is turned away when our delivery driver attempts delivery, the product will be returned to us. We reserve the right to charge an additional delivery fee for any re-delivery.

Installation

For full details on our installation service, please see our Installation and Removal page on our website.

We provide a range of installation services for goods delivered within our local delivery area. See our Installation page for installation eligibility. Unless specified otherwise, our pricing is for standard installations that require the correct connections to be in place. Please be aware:

• For appliances that require water, there must be an existing water supply for us to be able to install.
• Old appliances can be disconnected by us where possible and at the discretion of our installation team.
• If the installation team considers your plumbing to be unsuitable or is unable to isolate the water, then we will not be able to carry out the installation.
• If additional work is needed such as moving pipework, we can organise for this to be done, however it would incur additional charges and must be pre-agreed with us.
• If you are buying an induction hob or range cooker, you will need to check with an electrician if you have the correct electrical supply. We cannot commence installation of these items until this has been verified by an electrician.
• If you are buying a Gas hob, Gas Cooker, Dual Fuel product that has a Gas supply you will need to use a Gas Safe qualified installer. Organising this will be your responsibility, and we cannot remove an old gas product unless it is disconnected from the Gas supply.
• If an item has been successfully installed and a leak develops within 24 hours, please contact us on enquiries@knees.co.uk or call 01225 839448. After 24 hours from the time of installation, we will not be liable for any leaks that occur.

We do not undertake the following: –

• any structural work to cabinet or property,
• connecting to hardwired spur connections.
• disconnecting or reconnecting plugs, extensions, or major plumbing water connections.
• fitting gas or disconnecting gas appliances.

For full details on installation services please refer to our Installation page here.

Old Product Removal

For full details on our removal service please visit the Product Removal Page here.

Disconnecting old appliances. If you have asked us to remove and recycle your old appliance without us providing a disconnection service, then the product must be disconnected prior to removal. If we are required to disconnect the appliance, then we reserve the right to charge an additional fee.

Washing Machines and Dishwashers. All water must be drained from the inside of washing machines and dishwashers.

Fridges and Freezers. All Freezers and fridge freezers must be defrosted before they can be removed.

Waste Electrical and Electronic Equipment

If you are buying a new electrical item, we will recycle your old one for free and we are committed to following the guidelines for WEEE. Please bear in mind that the charge made for disposal is for the handling of your WEEE item and not for the disposal. This charge is in relation to transport, manpower and required paperwork to deal with your WEEE item.

Kitchens

Terms and conditions for kitchen sales and installation.

While we are happy to hold our pricing for kitchens 30 days post quotation date, the ongoing supply situation following resent world events has meant for a very changeable environment regards the availability and pricing of many appliances, wood-based materials, and stone worktops. We reserve the right to substitute models and amend pricing at the point of order; you will of course be consulted prior to any changes being made but please be aware these are outside of our control.

If you are supplying any components or trades for your new kitchen (appliances, flooring, own electrician, for example) it is imperative that they are available on-site in suitable time as delays may result in re-scheduling and additional costs.

Off plan designs. If we are designing your kitchen from plans supplied by you or your Architect, it is your responsibility to ensure we are working to current and up to date versions and any amendments are notified and supplied to us in suitable time. Any changes made after orders have been placed may well result in increased costs.

Ordering and payments Payment terms- on receipt of invoice. Please note, we do not accept payment via credit card on kitchen sales.

• Once an order has been placed with our manufacturer, deposits become non-refundable.

Acceptance of the quotation / order confirmation accompanying this document confirms acceptance of the following terms and conditions. If you are expecting things to be included in your kitchen but they are not specifically listed in the quotation paperwork (cabinet lighting, drawer dividers for example) please mention this at the point of confirming your order to ensure they have been included.

Full-Service Kitchens Including Installation – Complete new kitchens including installation require a deposit of 10% to secure current pricing (valid for 3 months) and receive fully dimension plans, a further 40% at point of order and a further 40% cleared 7 days prior to delivery. The final balance (10%) becomes due on completion of the kitchen installation. If the point of order is less than 7 weeks prior to delivery date, then 50% is required as initial deposit.

Supply Only Kitchens – Complete new kitchens, supply only require a deposit of 10% to secure current pricing (valid for 3 months) and receive fully dimensioned plans. A further 40% at point of order and the final balance (50%) cleared 7 days prior to site delivery. If point of order is less than 7 weeks prior to delivery date, then 50% is required as initial deposit.

• kitchens where we are installing only the worktops, please treat as supply only above.

Delivery and installation

Our Kitchen deliveries occur on specific days dependent on post code. Additionally, we are only given very approximate delivery times and could be as early as 7.30am. Unfortunately, we have no control over this. The vehicles used for deliveries vary and can be as large as 18-ton lorries. If site access is low, narrow, or difficult for any other reason please let us know at point of order so an appropriate vehicle can be booked. Failed deliveries caused by lack of access can result in significant additional costs and delays.

Supply only deliveries for supply only deliveries and deliveries occurring on days other than the start date of installation it is the customer’s responsibility to have someone on site to accept delivery and ensure all parts of the order are delivered and without damage. Any shortages or damage should be noted on documentation requested signed by the driver, and to ourselves in writing on the day of delivery, please email enquiries@wkaltd.co.uk  We always aim to work to agreed delivery dates however we cannot guarantee this as circumstances outside of our control may mean this is not possible.

Storing your kitchen once delivered can take a surprising large amount of space until it is fitted. Please make sure you have a suitable, clear and safe storage space available and ready on the day of delivery access to that storage area also needs to be clear.

Room to work our fitters will need room to work. Please give this some consideration and decide prior to the delivery day to facilitate this.

Insurance of goods the responsibility of insurance of the goods passes to the purchaser on delivery of the goods to the purchaser’s premises. In a standard household insurance this would be covered by the policy.

Preparation, please ensure all old units are empty and work surfaces cleared prior to our arrival. Also ensure any items of significant value (monetary or sentimental) are removed from all the areas we will need to access (including transport/access routes) as no responsibility for damage can be taken by WKA LTD.

Works We always aim to begin and complete your works within the dates we have given you however we can make no guarantee as circumstances beyond our control may mean this is not possible.

Existing Appliances, Sinks & Fittings While all care will be taken, if refitting existing appliances, sinks or other associated fittings we make no guarantee that they can be removed without damage and replacements, if required will be at customer’s expense. Any cleaning, preparation or replacement parts required prior to re-fitting are the responsibility of the customer and need to be done in good time.

Electrical and plumbing work is limited to that specifically mentioned in quotations. If existing pipe work, wiring or consumer unit/RCD protection is not to acceptable current standards it may mean a certificate cannot be issued without additional works and in the worst cases work may have to stop. Any additional works/materials required are at customer’s expense. Please note. We will not carry out any additional works without customer’s prior written permission.

Skips Any on site skips supplied by Wiltshire kitchen & Appliances are for the exclusive use of their installation teams only. It is the customers responsibility to ensure other trades know and respect this.

Redecoration work No re-decoration work is included unless specifically mentioned in quotations. If kitchens have been decorated prior to us installing the kitchen please expect some “touching up” to be required.

Promotional Offers & Discounts any promotional offers or discounts negotiated between the Purchaser and the Company are to be treated as settlement discounts and are conditional of the balance of the total value being paid within the terms of the contract, failing which said offer or discounts are withdrawn.

Ownership & Interest all goods supplied remain the property of Wiltshire kitchens & appliances until paid for in full. Kitchens Wiltshire reserve the right to charge interest (both before and after any judgement) on any unpaid amount at the rate of 8% per annum above base rate until full payment is made. Wiltshire kitchen & appliances reserve the right to pass on any or all collection fees incurred, to any customer who defaults on, or delays payment.