TERMS & CONDITIONS
These General Terms and Conditions apply to every order placed with A2B Kitchens through the use of the A2B website or through our face-to-face sales team. We're passionate about our customers and making sure that you're happy, so the following sets out the terms and conditions that apply to your order in what we hope is a straightforward and customer-friendly way.
Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) are confirmed as available and ready to ship by the supplier(s). Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the model you need. In such circumstances, we’ll refund the price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
Availability
We display our availability on the website but as with all suppliers, stock quantities are changing every hour. If an item is ordered but is out of stock, we will let you know when we expect availability. You can choose to wait and the status of the order will be changed to “pending”. Alternatively, you can choose to have a full refund. We work tirelessly to maintain the correct information on our online shop but in the event that an item is out of stock or has been discontinued, we cannot be held responsible for our inability to fulfil your order.
Website Information
We try to specify accurate dimensions for every product listed on our website. However, please be aware that the product dimensions do not include any protruding features such as controls and handles etc. and product dimensions represent the casing of the product only which is sourced from the manufacturers' website. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However, we can't guarantee that the image displayed on a monitor or screen will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
Prices
All the product prices we display include VAT. From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability.
Delivery
We offer free UK delivery that can range from a 3-10 day delivery window depending on the manufacturer. As we order direct from the manufacturers, the delivery dates are set by their carriers and not us. If you want to request a certain day, you can add this during checkout in the “additional delivery information”. Please be aware that this is not a guarantee and is a request only. The delivery date is confirmed once they have processed the order and we will keep you up to date with the progression of your order. Please note that once the delivery date has been confirmed, changing this may incur additional charges.
It's your responsibility to make sure someone is available to accept your delivery. If the delivery is made and no one is home to accept it, we will class this as a failed delivery and additional charges will be applied.
The products we deliver are often big and heavy items to lift. Our delivery service is kerbside only and it is your responsibility to ensure access to your property and to organise any help you may require.
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Delivery Limitations
Occasionally something will happen out of our control that closes roads, like floods, snow or other adverse weather conditions or things like sporting events which result in closed roads. In this event, we’ll block any affected dates out of the delivery calendar. If you’ve already selected your delivery date and you’re affected, we’ll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.
Unfortunately, on rare occasions where delivery is unsuccessful, we’re not liable for costs incurred. This might include things like a third-party engineer, installer or food deliveries.
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Cancellations, Returns & Exchanges
If you’ve changed your mind about your product after delivery, you’ll need to let us know within 14 days (statutory rights) to receive a refund of the cost of the product. In order for a refund to be applicable, the item(s) must not have been opened or tampered with. The collection will be returned to the manufacturer. A collection will be organised and the delivery charge will be covered by the customer and not us.
To cancel an order and request collection you can either call 07452733408 or visit the A2B Kitchens website and click the chat icon in the bottom right corner.
You’ll receive a date for your collection and you, or someone you trust, will need to be at your pick-up address for our driver to receive the returned item(s) from you. We reserve the right to charge a further collection fee if our driver arrives on the day given to you but nobody is in.
Refunds will be made within 28 days of the collection of the item. Where a charge for collecting your returned item applies, we’ll deduct this from your refund and send you the balance – so there’s no extra collection charge to pay upfront.
Failed Delivery, Re-Delivery & Collection Charges
Amendments after delivery confirmation: Contact us on the chat button on the A2B website in the bottom right corner.
Failed Delivery: If we’re unable to complete a delivery because there is no one to accept your order, we will contact you to rebook and you’ll be advised of the re-delivery charge. If instead, you choose to cancel your order, a failed delivery charge will apply. Please note that the failed delivery or a re-delivery is priced by our manufacturer's chosen carrier and not us.
Collection: A collection charge will apply if you change your mind about your product after delivery and need us to collect it from you in order to return it. Full details of how our returns and refund process works are in the Cancellations, Exchanges & Refunds section above.
If Products are Faulty
If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality goods, but sometimes things do go wrong. Here’s how we’ll fix it…
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It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.
Sometimes issues that appear to be a fault could be problems that arise during installation or setup. If that’s the case, it is best to go direct to the manufacturer who will have product experts on hand to help. If the manufacturer confirms that the item is faulty, we will be on hand to organise a refund, repair or exchange. By going direct to the manufacturer first, we’re able to make this process as efficient as possible.
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1. If a fault is confirmed within 30 days of delivery, just let us know and you’ll be able to repair, replace or refund. The advice and recommendation given by the manufacturer will be followed. If they advise that the item can be repaired, that will be the offer and we can’t be held liable as the agent.
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2. If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), please go directly to the manufacturer first. Our advice and options on based on their expertise.
In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a repair or replacement to fix the issue, but not the choice of either.
If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
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3. If you find a fault 6 months after delivery, we’ll offer the same resolution mentioned in point 2.
Manufacturers are best placed to help you deal with manufacturer faults. We always ask you to get in touch with them when trying to resolve any issues.
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And remember, your manufacturer warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. Some manufacturers even offer extended warranties of up to 10 years! IT IS IMPORTANT THAT YOU REGISTER YOUR WARRANTY ON THE MANUFACTURER'S WEBSITE. A2B Kitchens will not be held liable if you have failed to do this.
Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that are caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and include, in particular (without limitation), the following:
1. Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
2. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or
3. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
4. Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such an event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.