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Online sales · In-store sales · Supply-only and Supply-and-fit
These terms and conditions apply to all sales by Dennis and Robinson Limited trading as Paula Rosa Kitchens ("PRK", "we", "us" or "our"). Please read them carefully and ensure you understand them before placing an order. By placing an order with us, whether online, or in one of our stores, you agree to be bound by these terms and conditions.
Important notice for consumers: Nothing in these terms and conditions affects your statutory rights. Where any provision of these terms is inconsistent with your statutory rights, your statutory rights will prevail.
How these terms are structured. Section A sets out terms that apply to all sales. Section B applies to online (supply-only) sales. Section C applies to in-store sales (supply-only or supply-and-fit). Section D applies whenever PRK provides installation ("fit") or measurement services. Section E contains general provisions applying to all sales. Where a section refers to a different sales channel from the one you are using, that section does not apply to you.
PLEASE READ — our products are bespoke. Almost every Product we sell, including kitchen units, doors, cornices, plinths, pelmets, worktops, painted items and colour-matched items, is made to order to your specification. We do not manufacture or hold meaningful stock of these items in advance. Once your order enters production, it cannot be cancelled, returned or refunded, save where the Product is faulty or otherwise fails to meet your statutory rights. This applies whether you order online, or in store. PLEASE check your order carefully before you confirm and pay.
1.1 We are Dennis and Robinson Limited, a company registered in England and Wales, trading under the name "Paula Rosa Kitchens". Our registered office, main trading address, company registration number and VAT number are published on our website and shown on any order acknowledgement we send you.
1.2 Our trading name is PAULA ROSA KITCHENS ("PRK").
1.3 We sell our products through three channels:
(a) online, through our website, on a supply-only basis ("Online Sales");
(b) from our retail stores, on either a supply-only or supply-and-fit basis ("In-Store Sales"); and
(c) by way of a home measure carried out by one of our representatives, leading to a supply-only or supply-and-fit order ("Home Measure Sales").
1.4 We operate a customer service helpline for enquiries and after-sales matters. Contact details are published on our website and at our stores.
2.1 In these terms and conditions:
"Appliances" means kitchen appliances supplied by PRK, including (without limitation) ovens, hobs, extractors, microwaves, refrigerators, freezers, dishwashers, washing machines, sinks and waste disposal units (see clause 7).
"Customer-Provided Measurements" means measurements, dimensions and specifications given to PRK by the Customer (typically used for Online Sales and any other order placed without a PRK Home Measure).
"Fitting Services" or "Installation Services" means installation, fitting and any related works carried out by PRK or its sub-contractors at the Customer's property, including the fitting of both kitchen furniture and Appliances.
"Goods" or "products" means kitchen units, doors, worktops, accessories, Appliances and other items supplied by PRK. References to bespoke products in these terms apply to kitchen furniture and other made-to-order items, but not to Appliances (which are stock items, see clauses 4 and 7).
"Order Confirmation" means our written acceptance of your order (whether by email or signed in-store).
"Home Measure" means the survey carried out by PRM to confirm the kitchen layout and specification required. The findings of the Home Measure will be recorded within the Home Measure Report, which will be provided to the Customer for review and acceptance and will form the basis of the final quotation, kitchen design, and order.
"Pre-Fit Survey" means the survey carried out by PRM (or its appointed representative) prior to the commencement of the Fitting Services. The purpose of the Pre-Fit Survey is to verify that the site is ready for installation, confirm that the site dimensions and conditions remain consistent with the Home Measure Report.
"Supply-Only Order" means an order for Goods (including Appliances) only, with no Fitting Services.
"Supply-and-Fit Order" means an order under which PRK supplies the Goods (including Appliances where applicable) and also provides Fitting Services.
By placing an order through any of our channels, you warrant that:
3.1 you are legally capable of entering into binding contracts;
3.2 you are at least 18 years old;
3.3 you are resident in the United Kingdom and the delivery / installation address is in the United Kingdom (unless we agree otherwise in writing); and
3.4 where the order involves Fitting Services, you are the owner of the property or have the lawful authority of the owner to authorise the works.
4.1 Almost all products supplied by PRK are bespoke and made to order to the Customer's specification. This includes (without limitation) kitchen units, doors, drawer fronts, cornices, plinths, pelmets, worktops, painted items, colour-matched items and any decorative items. We do not manufacture or hold meaningful stock of these items in advance.
4.2 Because products are made to your specification, the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to them once an order has been accepted (see clauses 9 and 11 below). The exemption from the right to cancel applies whether the Product is ordered online, in store, or following a Home Measure.
4.3 A small number of items we sell are not bespoke and are held as stock items. These include (a) Appliances (which are dealt with separately in clause 7); and (b) certain handles, accessories, samples and catalogue items not made to order, which are identified as such on our website or in store. The right to cancel under the Consumer Contracts Regulations 2013 may apply to these stock items where they are bought through a distance or off-premises contract (see clauses 9 and 11), and they may be returnable in accordance with clause 21.
4.4 We strongly recommend that you check your order, including all measurements, dimensions, finishes, colours, hinging, handing and quantities, carefully before confirming and paying. We accept no liability for ordering errors made by you, save where caused by our breach of these terms or where PRK has carried out a Home Measure under clause 17.
5.1 Any samples, descriptions, drawings, advertising catalogues or brochures we make available are produced solely to give an approximate idea of the products. They are not intended as an exact representation of the quality, size, colour or description of the products available for sale.
5.2 Certain samples may carry a small charge, notified at the time of request. The charge is refunded when a full order is placed and accepted, or when the samples are returned to us in good and resalable condition, and you have complied with your obligations under the Contract.
5.3 A quotation is valid for 30 calendar days from its date of issue, unless we notify you in writing that it has been withdrawn during that period.
5.4 Our customer service helpline exists purely to answer enquiries and provide general advice. It does not create further contractual or other obligations on our part unless any representations made are agreed with you in writing by a member of the company. Save in respect of fraud or fraudulent misrepresentation and save where liability cannot be excluded under the Law, we accept no liability for representations not agreed in writing, even if they later prove incorrect or misleading.
6.1 Online Sales. Once you place an online order, you will receive an email acknowledging that we have received it. This acknowledgement does not constitute acceptance. Your order is an offer to purchase the products subject to these terms. The contract is formed only when we send you a Dispatch Confirmation or order confirmation by email.
6.2 In-Store Sales. For Supply-Only orders placed in store, the contract is formed when you sign our written order confirmation and pay the agreed deposit (or the full price). For Supply-and-Fit orders placed in store, the contract is formed when you sign our written order confirmation (which incorporates the Home Measure or quotation) and pay the agreed deposit, but it remains conditional on completion of the survey under clause 16 where a pre-fit survey has not yet taken place.
6.3 Home measure Sales. Where the order is placed following a Home measure, the contract is formed when (a) we issue a final written Order Confirmation reflecting the Home measure measurements, and (b) you confirm acceptance in writing and by paying the agreed deposit.
6.4 The Contract relates only to those products and Services confirmed in the Dispatch Confirmation or Order Confirmation. We are not obliged to supply any other products or Services until separately confirmed.
7.1 PRK supplies a range of kitchen appliances ("Appliances"), including but not limited to ovens, hobs, extractors, microwaves, refrigerators, freezers, dishwashers, washing machines, sinks and waste disposal units. Appliances are supplied separately from, or as part of, a kitchen order, and may be ordered online, in store, or following a Home measure. Where you have ordered Fitting Services in respect of Appliances, PRK will install them in accordance with Section D.
7.2 Nature of Appliances. Unlike our kitchen furniture (which is bespoke — see clause 4), Appliances are stock items supplied to manufacturer specification. They are not made to your order. Accordingly:
(a) the right to cancel under the Law applies to Appliances ordered online or off-premises (subject to the exceptions in clauses 9.6 and 11.2 — for example, where an Appliance has been unsealed and is not suitable for return for hygiene reasons, or where an Appliance has been inseparably mixed with other items by installation);
(b) where you cancel within the cooling-off period and the Appliance has not yet been installed, you must return it to us in its original packaging, unused and in resalable condition, and you will bear the direct cost of return; and
(c) once an Appliance has been installed by PRK or by you, it will normally fall within the "inseparably mixed" exception at clause 9.6(c) and the right to cancel will no longer apply, although your statutory rights are unaffected.
7.3 Manufacturer warranties. Most Appliances are supplied with a manufacturer's warranty (typically 12 or 24 months, but varying by manufacturer and model). The manufacturer's warranty is a contract between you and the manufacturer, and the manufacturer's terms will be supplied with the Appliance. The manufacturer's warranty is in addition to, and does not affect, your statutory rights. Where an Appliance fails within the manufacturer's warranty period, you may contact either PRK or the manufacturer; we will assist you in liaising with the manufacturer where reasonable.
7.4 Compatibility and dimensions. For built-in or integrated Appliances, the Appliance must be compatible with the cabinetry, ventilation provision, and services (water, gas, electricity, drainage) at the installation site. Where you have provided your own measurements (Customer-Provided Measurements — see clause 8), you are responsible for ensuring that the Appliance you select is compatible with the kitchen layout and your existing services. Where PRK has carried out a Home measure (clause 17), PRK is responsible for ensuring compatibility between the Appliance, the cabinetry and the services as recorded in the Home measure, subject to the carve-outs in clause 17.3.
7.5 Gas Appliances. Installation of any gas Appliance (including gas hobs, gas ovens and gas ranges) must be carried out by a Gas Safe registered engineer in accordance with the Gas Safety (Installation and Use) Regulations 1998. Where PRK provides Fitting Services for gas Appliances, the work will be carried out by a Gas Safe registered engineer and a Gas Safety certificate will be issued where required. Where you have ordered Supply-Only, you are responsible for arranging Gas Safe installation; PRK is not liable for any loss or damage arising from installation by an unqualified person.
7.6 Electrical Appliances. Installation of fixed electrical Appliances may, depending on the work involved, be "notifiable" under Part P of the Building Regulations and require certification by a competent person registered under an approved scheme. Where PRK provides such installation, certification will be issued where required by law. Plug-in Appliances do not normally require certified installation.
Channel summary. Online orders are supply-only. PRK does not visit your property, does not take measurements, and does not install the Goods. All measurements, sizes and specifications are given by you, and you are responsible for their accuracy. Note that Appliances ordered online are stock items (not bespoke) and are dealt with separately under clause 7.
8.1 For Online Sales, all measurements, sizes, dimensions, layouts and configurations are provided by you. You are solely responsible for the accuracy of all such information and for ensuring that the products will fit and function correctly in the intended location.
8.2 We will manufacture and supply the products in accordance with the measurements and specifications you provide. We accept no liability for products that do not fit, do not function correctly, or are otherwise unsuitable, where this results from inaccurate, incomplete or incorrect Customer-Provided Measurements or specifications.
8.3 Where you are unsure of the correct measurement or specification, we strongly recommend that you instruct a qualified surveyor or kitchen fitter, or place your order through one of our stores so that PRK can carry out a Home measure (see Section C).
8.4 Once an Online Sale order has been accepted by us, we cannot guarantee that subsequent corrections to measurements or specifications can be incorporated. Where corrections cannot be incorporated, the relevant products will be manufactured to the original specification and the consequences of clause 8.2 apply.
Statutory cancellation right (distance contracts). Online Sales are "distance contracts" under the Law. If you are a consumer, you have a 14-day right to cancel certain orders without giving any reason.
Please note: almost all of our products are bespoke (see clause 4). Bespoke items are excluded from the right to cancel under the Law. As a practical matter, this means that for the great majority of kitchen orders placed online, there is no right to cancel once the order is confirmed. The right to cancel under this clause 9 will, in practice, only apply to a small minority of stock items as described in clause 4.3.
9.1 Where the right to cancel does apply, the cancellation period expires 14 days after the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the products. Where the order consists of multiple products delivered separately, the period expires 14 days after the day you receive the last Product.
9.2 To exercise your right to cancel, inform us by a clear statement (for example, by post or email) using the contact details on our website. Sending your cancellation before the cancellation period expires is sufficient.
9.3 If you cancel, we will reimburse all payments received from you, including standard delivery costs (but not any supplementary costs of a delivery type other than our least expensive standard option). Reimbursement will be made without undue delay, and not later than 14 days after the day we receive the products back, or 14 days after you provide evidence of return, whichever is earlier.
9.4 We will refund using the same payment method as your original transaction, unless you expressly agree otherwise. You will incur no fees as a result of the reimbursement.
9.5 You must return the products without undue delay and in any event within 14 days of telling us you wish to cancel. You will bear the direct cost of returning the products. You are liable only for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. You must return it to us in its original packaging, unused and in resalable condition, and you will bear the direct cost of return; and once the product has been installed by PRK or by you, it will normally fall within the "inseparably mixed" exception at clause 9.6(c) and the right to cancel will no longer apply, although your statutory rights are unaffected.
9.6 Exceptions to the right to cancel. The right to cancel does NOT apply to:
(a) products made to your specifications or clearly personalised, including (without limitation) all bespoke kitchen units manufactured to your dimensions, bespoke painted doors, colour-matched items, oak timber items, worktops cut or templated to size, and any decorative items made to a special request — that is to say, the great majority of items in any normal kitchen order;
(b) products which have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons; and
(c) products which, after delivery, are inseparably mixed with other items.
Channel summary. In-store sales may be (i) supply-only, where PRK supplies the Goods only (which may include kitchen furniture and/or Appliances); or (ii) supply-and-fit, where PRK supplies the Goods and provides Fitting Services. PRK can also send a representative to your property to take measurements; in that case, PRK is responsible for the accuracy of those measurements (clause 17). On-premises contracts (signed in store) do not carry the 14-day statutory cooling-off right.
10.1 When you place an order in one of our stores, you will be asked to choose between:
(a) Supply-Only — you provide the measurements (or accept a Home measure under clause 17) and arrange your own installation; or
(b) Supply-and-Fit — PRK arranges installation in addition to supplying the Goods (see Section D).
10.2 For both options, you may either provide your own measurements (in which case clause 8 applies as if the order were an Online Sale, with the same consequences for accuracy) or request a PRK Home measure (clause 17).
10.3 Where you select Supply-and-Fit, a Home measure is mandatory before the order is finalised. PRK will not provide Fitting Services on the basis of Customer-Provided Measurements alone.
10.4 All in-store orders are confirmed by your signature on a written order acknowledgement, together with payment of the agreed deposit. The deposit is generally non-refundable once manufacturing has commenced (see clause 13.4), subject to your statutory rights.
11.1 Contracts entered into in store are "on-premises contracts" under the Consumer Contracts Regulations 2013 and do not carry the statutory 14-day cooling-off right that applies to online or off-premises (home) contracts.
11.2 However, where any element of the contract was concluded simultaneously at your home (for example, where final agreement is signed at your property after a Home measure), it may constitute an "off-premises contract" and the 14-day cooling-off right under the Consumer Contracts Regulations 2013 will apply. In that case, clause 9 (with necessary modifications) will apply, and:
(a) if the contract is for services (such as Fitting Services) and you have expressly requested that PRK begin those services within the 14-day cooling-off period, you may be required to pay for any services already performed up to the point of cancellation; and
(b) the right to cancel does not apply to Goods made to your specifications or clearly personalised, in line with clause 9.6(a).
11.3 We will tell you, before you sign your order, whether the contract is being formed in store (no statutory cooling-off) or off-premises (statutory cooling-off applies).
12.1 Even where you have no right to cancel, we may, at our sole discretion, allow cancellation as a goodwill gesture provided that you contact us before manufacturing of your bespoke products has commenced. Manufacturing normally commences within 24--72 hours of Order Confirmation; the time available for goodwill cancellation is therefore very short and we cannot guarantee that production can be halted. Any goodwill cancellation will be subject to retention of the deposit (or a portion of it) to cover our reasonable design, survey, processing and administrative costs.
12.2 We strongly recommend you check every detail of your order, including measurements, finishes, colours, hinging, handing and quantities, before signing the order acknowledgement and paying the deposit.
13.1 For in-store Supply-Only orders, you will pay a deposit on order (25% of the price), with the balance payable 2 weeks before delivery, unless we agree otherwise in writing.
13.2 For Supply-and-Fit orders, the payment schedule will typically be: (a) deposit on order (25% of the price); (b) final payment 2 weeks before delivery of the Goods to your property.
13.3 Where you fail to make any payment by the due date, we may suspend further work or delivery without liability and may charge interest on overdue sums at 4% per annum above the Bank of England base rate from time to time.
13.4 Subject to your statutory rights, deposits are non-refundable once manufacturing of any bespoke element of the order has commenced. Where you cancel before manufacturing has commenced, we will refund the deposit less any reasonable design, survey or administrative costs we have already incurred.
Channel summary. This Section applies whenever PRK provides Fitting Services or carries out a Home measure at your property. Fitting Services cover both kitchen furniture and Appliances. PRK takes responsibility for the accuracy of its own surveyed measurements and for performing Fitting Services with reasonable care and skill. Gas and notifiable electrical works are carried out by appropriately certified persons (see clauses 7.5, 7.6 and 15).
14.1 Where PRK provides Fitting Services, we will carry out those Services with reasonable care and skill. Fitting Services may include the installation of kitchen furniture (units, doors, worktops, accessories) and Appliances supplied as part of your order. We will use reasonably qualified fitters or sub-contractors, including (where required) Gas Safe registered engineers and Registered electricians. PRK remains responsible to you for the work of any sub-contractor it appoints.
14.2 Fitting Services will be performed within the timescale agreed in the order acknowledgement or, if no time is agreed, within a reasonable time.
14.3 The price of Fitting Services will be as quoted in the order confirmation or Quote. Where any aspect of the price has not been fixed in advance (for example, additional works identified once the existing kitchen is removed), it will be a reasonable price and we will obtain your prior agreement before incurring such additional costs, save in case of emergency.
14.4 You agree to provide reasonable access to the property, working power and water, and a clear and safe working environment. Delays caused by the property not being ready for installation may incur additional charges.
14.5 Removal and disposal of your existing kitchen and old Appliances will only be included in the price where expressly stated in the order confirmation.
15.1 Standard Fitting Services include the installation of kitchen units, doors, worktops and accessories supplied by PRK, and the connection of Appliances supplied by PRK (subject to clauses 7.5 and 7.6 in respect of gas and electrical works). Unless expressly stated in the order acknowledgement, Fitting Services do NOT include:
(a) structural building works, plastering or making good of walls, ceilings, and floors;
(b) removal or alteration of asbestos-containing materials;
(c) gas works (which must be carried out by a Gas Safe registered engineer);
(d) notifiable electrical works under Part P of the Building Regulations (which must be carried out by a competent person registered under an approved scheme); or
(e) any works requiring planning permission, building regulations approval or party wall consent.
15.2 Where any such works are required, you are responsible for arranging and paying for them with appropriately qualified contractors, unless PRK has agreed in writing to include them. PRK may arrange such works as a separate service for an additional charge.
15.3 All gas and electrical works carried out by PRK or its sub-contractors will be performed by appropriately certified persons and accompanied by the relevant compliance certificates where required by law.
16.1 PRK is not responsible for the condition of your property prior to commencement of works, including the condition of walls, floors, ceilings, plumbing, electrical wiring, gas pipework or any structural elements.
16.2 Where, during the Fitting Services, we discover a pre-existing defect or latent condition that prevents the work from proceeding as planned (for example, hidden damp, rot, structural movement or non-compliant existing services), we will stop work, notify you, and provide a quote for any additional works required. Work will resume only after you have agreed in writing to the additional works and cost. For the avoidance of doubt, PRM's scope is limited to kitchen-related works and does not include structural or general building works.
16.3 Reasonable additional charges may apply to cover standby time during such delays.
17.1 Where PRK carries out a Home measure at your property, our representative will measure the relevant areas and record the measurements in a written Home measure report. You will be asked to confirm the accuracy of any layout drawings produced from the Home measure.
17.2 Where the order is manufactured to PRK's surveyed measurements, PRK is responsible for the accuracy of those measurements. If a Product does not fit at the installation site as a result of an error in PRK's surveyed measurements, we will (at our option and at our cost) replace, modify or refund the affected Product, and we will bear the reasonable additional cost of any consequent re-fitting carried out by PRK.
17.3 Clause 17.2 does NOT apply where:
(a) you have changed the property after the Home measure (for example, by altering the room dimensions, plastering, flooring or services);
(b) you have provided incorrect information that PRK has reasonably relied on (such as the location of pipework or wiring concealed behind walls); or
(c) you have approved layout drawings produced from the Home measure that subsequently prove inaccurate, save where the inaccuracy was an error PRK ought reasonably to have detected.
17.4 Where you signed your order at home or otherwise off premises (for example, immediately following the Home measure at your property), the contract will normally be an off-premises contract under the Consumer Contracts Regulations 2013 and the 14-day cooling-off right at clause 9 will apply (subject to the exceptions for bespoke goods at clause 9.6 and the rules for services at clause 11.2).
18.1 We will use all reasonable endeavours to fulfil your order on or between the delivery dates set out in the Dispatch Confirmation or Order Confirmation, or, where no date is specified, within a reasonable time.
18.2 Delivery dates are not guaranteed. We will notify you of any unexpected delay and arrange a new date with you.
18.3 If you fail to take delivery on the agreed date, except where this is caused by our breach or by an event beyond your control:
18.3.1 we will store the products until delivery and may charge a reasonable sum (currently £20 per day) to cover storage and insurance;
18.3.2 we will have no liability for late delivery; and
18.3.3 additional delivery costs may be charged where a further delivery attempt is required.
18.4 If you have not taken delivery within two weeks of our notifying you that the products are ready, we may, after giving reasonable prior written notice, resell or dispose of part or all of the products. After deducting reasonable storage and selling costs (or, for bespoke products that cannot be resold, the price of those products), we will pay you any excess over the original price or charge you for any shortfall.
18.5 Where we cannot deliver the whole order at one time, we may deliver in instalments. Each instalment is a separate Contract. Late delivery or fault in one instalment does not entitle you to cancel any other instalment, save as required by your statutory rights.
18.6 On delivery, you should inspect the products and report any visible defect, damage or shortage as soon as reasonably possible. This is without prejudice to your statutory rights.
18.7 For the safety of our delivery drivers and fitters, they wear safety footwear when entering your property. Please make any necessary arrangements to protect your flooring.
18.8 We do wrap our units and accessories extremely well but should any of your order arrive damaged then we allow you the customer, 10 days in which to check your order for damages. Please ensure that you have checked your kitchen delivery within those first 10 days after delivery, as we are unable to replace damages after that point.
19.1 Risk in the products passes to you on delivery. Where PRK provides Fitting Services, the products remain at risk on the property from delivery, but PRK will exercise reasonable care of them while present on site for installation.
19.2 Title (ownership) in the products passes to you only when we receive payment in full and in cleared funds of all sums due in respect of the products and any related Fitting Services.
20.1 Prices and delivery / fitting charges are as quoted on our site, in our stores or in your written quotation, except in cases of obvious error.
20.2 All prices displayed to consumers are inclusive of VAT at the prevailing rate.
20.3 Prices are liable to change but changes will not affect orders for which we have already issued a Dispatch Confirmation or Order Confirmation.
20.4 Where a Product is incorrectly priced, we will normally verify prices before dispatch. If the correct price is lower, we will charge the lower amount. If the correct price is higher, we will, at our discretion, contact you for instructions or reject the order. Where the pricing error is obvious and unmistakeable and could reasonably have been recognised by you, we are not obliged to supply at the incorrect lower price.
20.5 Payment for Online Sales must be by credit or debit card. For In-Store and Home measure Sales, we may also accept bank transfer or finance arrangements (where offered).
21.1 When returning items, we recommend you take out appropriate insurance to cover the value of the items. Where such cover is not in place, we cannot be held responsible for damage occurring in transit. This does not affect your statutory rights.
21.2 Cancellations under the statutory 14-day cooling-off right (clauses 9 or 11.2) will be refunded within 14 days as set out in those clauses. No restocking fee will be applied to such cancellations. products returned after 14 days will be subject to restocking fee of up to 25%.
21.3 Where products are returned because they are defective, or we agree to collect them, or we accept photographic evidence of defect, we will examine the Product or evidence and notify you whether we will (a) refund (in whole or part), (b) replace, or (c) repair the Product.
21.4 Where we agree a refund for defective Goods, we will process it within 14 days of confirming entitlement. We will refund the price of the defective Product in full, applicable delivery charges, and any reasonable return costs. This is without prejudice to your statutory rights.
21.5 Refunds will normally be made using the same payment method as your original transaction, unless you expressly agree otherwise.
21.6 Almost all of our products are bespoke and made to your specification (see clause 4) and are therefore non-returnable, save in the limited circumstances set out in this clause 21 and as required by your statutory rights. The categories of non-returnable products include (without limitation):
(a) kitchen units, all of which are made bespoke to your order;
(b) bespoke painted doors;
(c) bespoke painted cornices, plinths, pelmets and decorative items;
(d) colour-matched doors, cornices, plinths, pelmets and decorative items;
(e) worktops cut, templated or otherwise sized to your specification;
(f) oak timber items made to size or finish;
(g) any items made as a special request; and
(h) any other painted items, which we may reject for return at our discretion.
21.7 Stock items. Where you have purchased a stock item identified as such on our website or in store (for example, certain handles, accessories, samples or catalogue items not made to order), and the right to cancel applies, those items may be returned in their original packaging and unused condition in accordance with clauses 9 or 11.2 (as applicable). Stock items cannot be returned merely because you have changed your mind once any applicable cooling-off period has expired.
Nothing in clauses 21.6 or 21.7 limits your right to a refund, replacement or repair where the products are faulty, not as described, or otherwise fail to meet your statutory rights.
22.1 We warrant that any Product purchased from us will, on delivery, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all purposes for which products of that kind are commonly supplied.
22.2 Where Fitting Services are provided, we warrant that the Services will be performed with reasonable care and skill.
22.3 Manufacturer warranties for Appliances. Appliances are typically supplied with a manufacturer's warranty (see clause 7.3). The manufacturer's warranty is a contract between you and the manufacturer and is in addition to, and does not affect, your statutory rights against PRK as the seller. We will provide manufacturer warranty documentation with the Appliance and will assist you in making a manufacturer warranty claim where reasonable.
22.4 Our voluntary warranty does not apply to defects arising from:
22.4.1 fair wear and tear;
22.4.2 wilful damage, accident or negligence by you or any third party;
22.4.3 use of the products in a way that we do not recommend;
22.4.4 your failure to follow our instructions;
22.4.5 any alteration or repair carried out by you, your contractor or a third party without our prior written approval (this includes any third-party fitter where the order was Supply-Only — defects caused by third-party fitting are not covered by our warranty, although your statutory rights in respect of the Goods themselves are unaffected); or
22.4.6 any incorrect Customer-Provided Measurements, instructions or plans submitted by you (subject to clause 17 where PRK has carried out a Home measure).
23.1 Subject to clause 23.4, if we fail to comply with these terms and conditions, our liability is limited to the purchase price of the products and Fitting Services.
23.2 Subject to clause 23.4, where you are a business customer, we will not be liable for: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time.
23.3 We supply the products primarily for domestic and private use. Where you are a business customer, you agree not to use the products for any commercial, business or re-sale purpose unless agreed with us in writing.
23.4 Nothing in these terms excludes or limits our liability for:
23.4.1 death or personal injury caused by our negligence;
23.4.2 fraud or fraudulent misrepresentation;
23.4.3 any breach of obligations implied by statute
23.4.4 any other matter for which it would be unlawful to exclude or attempt to exclude liability.
23.5 Supply-Only Orders — fitting. Where the order is Supply-Only, you are responsible for installation. We will not be liable for any damage to the products, your property, or for any consequential loss arising from installation by you or a third-party fitter.
23.6 Supply-and-Fit Orders — installation damage. Where PRK provides Fitting Services, we will be liable for damage to your property arising directly from the negligent performance of those Services, subject to the limits in this clause 23 and to your statutory rights. We carry public liability insurance and details are available on request.
23.7 Where kitchen unit carcasses are ordered to your specific Customer-Provided Measurements, we accept no liability where you have failed to allow adequate room for ventilation or have ordered incorrect sizes (this clause 23.7 does not apply where measurements were taken by PRK at a Home measure — see clause 17.2).
24.1 Where you provide your own measurements or specifications (whether through Online Sales or in store as Customer-Provided Measurements), please ensure these are completed fully and accurately. We accept no liability for defects or incorrect products delivered as a result of your failure to provide correct information, save where PRK has carried out a Home measure under clause 17.
24.2 Consumers cannot cancel, return or obtain refunds for items made to the Customer's own specification or size unless those items have been manufactured incorrectly by PRK or are otherwise faulty. It is essential that you are satisfied with your kitchen order before confirming and paying.
24.3 Painted kitchens. (a) Once a painted product has entered production it cannot be cancelled or returned, save where the products are faulty or otherwise fail to meet your statutory rights. (b) Batch-to-batch colour variances may occur and we cannot guarantee an exact colour match between orders. (c) The paint batch for your kitchen will be retained for one month from production. After that, additional batches will incur a charge and we cannot guarantee batch consistency. (d) Painted products are susceptible to cracking along joints; touch-up paints are available. (e) Sample door colours are indicative only.
24.4 Oak timber kitchens. Oak is a natural product and incorporates features such as knots and medullary rays. Each piece of oak is unique. We carefully select our timber to balance character and consistency.
24.5 As a natural product, timber is susceptible to changes in temperature, light and humidity. Our shaker doors are kiln-dried before processing to minimise movement. Painted timber doors may show very slight "whisper lines" along flush joints; this is normal and will not affect the door in use.
24.6 Doors are inspected for defects by holding them at arm's length, which is the industry standard for painted timber and MDF. Very small particles may occasionally be present in the lacquered surface; these tiny inclusions are normal and will not affect appearance or durability in use.
25.1 We may cancel the Contract if: (a) we or our suppliers have insufficient stock or the products have been discontinued; (b) we do not deliver to your area or cannot reasonably provide Fitting Services in your location; or (c) one or more products were listed at an incorrect price due to a typographical error or supplier error.
25.2 If we cancel, we will notify you by email and re-credit your account with any sum deducted, within 14 days of cancellation. We will not be liable for additional compensation.
25.3 Where stock is unavailable, we may, at our discretion, offer substitute products of equivalent quality and price instead of cancelling. If you exercise your right to cancel under clause 9, the cost of returning such substitutes will be met by us.
All notices to us must be sent to Dennis and Robinson Limited at our registered office address or to the email address published on our website. We may give notice to you at the email or postal address you provide when placing an order. Notice is deemed served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter.
27.1 The Contract is binding on you and us and on our respective successors and assignees.
27.2 You may not transfer, assign, charge or otherwise dispose of a Contract or any rights or obligations under it without our prior written consent.
27.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract or any of our rights or obligations under it at any time during its term, provided this does not adversely affect your rights. In particular, we may sub-contract Fitting Services to qualified third-party fitters; PRK remains responsible to you for the work of any sub-contractor it appoints.
28.1 We will not be liable for any failure to perform, or delay in performing, our obligations where caused by events outside our reasonable control (a "Force Majeure Event").
28.2 Force Majeure Events include strikes, lock-outs and industrial action; civil commotion, riot, invasion, terrorism, war or threat of war; fire, explosion, storm, flood, earthquake, subsidence or natural disaster; impossibility of using transport or telecommunications networks; the acts of any government; and pandemic or epidemic.
28.3 Performance is suspended for the duration of the Force Majeure Event and we will use reasonable endeavours to bring it to an end or to find a workaround.
29.1 Any failure by us to insist on strict performance, or to exercise any right or remedy, does not constitute a waiver and does not relieve you from compliance. A waiver of any default is not a waiver of any subsequent default. No waiver is effective unless expressly stated in writing.
29.2 If any provision of these terms is held to be invalid, unlawful or unenforceable, it will be severed to that extent only, and the remaining terms will continue in full force and effect.
29.3 These terms (together with any document expressly referred to in them, including the Order Confirmation, Home measure report) constitute the entire agreement between us and supersede all prior discussions, correspondence and agreements relating to the subject matter of any Contract. Neither party relies on any representation or warranty not set out in these terms. This clause does not limit liability for fraud.
30.1 We may revise these terms from time to time to reflect changes in market conditions, technology, payment methods, relevant laws and regulatory requirements, or our system's capabilities.
30.2 You will be subject to the policies and terms in force at the time you order, unless any change is required by law (in which case it will apply retrospectively), or we have notified you of the change before the Dispatch or Order Confirmation (in which case we are entitled to assume you have accepted).
These Terms, any contract for the purchase of products and/or Fitting Services, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by the law of England and Wales, except where mandatory laws applicable to consumers in Scotland or Northern Ireland provide otherwise.
If you are a consumer:
(a) if you are resident in England or Wales, any dispute may be brought in the courts of England and Wales;
(b) if you are resident in Scotland, any dispute may be brought in the Scottish courts;
(c) if you are resident in Northern Ireland, any dispute may be brought in the courts of Northern Ireland.
We may only bring proceedings against you in the courts of the part of the United Kingdom in which you are resident.
If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or any contract between us.
A person who is not a party to these terms or a Contract has no rights under or in connection with them by virtue of the Contracts (Rights of Third Parties) Act 1999.
By providing your contact details to PRK, you consent to be contacted by email and SMS regarding your order, delivery, installation, and offers and promotions which may be of interest, unless you indicate otherwise. You can unsubscribe from marketing communications at any time. Personal data processing is governed by our Privacy Notice (see clause 36).
34.1 If you have a complaint about any Product or our service (including Fitting Services), please contact our customer service team in the first instance using the details on our website. We operate a written complaints procedure, a copy of which is available on request, and we aim to resolve complaints promptly.
34.2 Nothing in this clause prevents you from bringing legal proceedings or affects your other statutory rights.
35.1 We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, as amended.
35.2 Our Privacy Notice (available on our website and at our stores) sets out how we collect, use, store, share and protect your personal data, the legal bases on which we rely, your rights as a data subject, and how to make a complaint to the Information Commissioner's Office (www.ico.org.uk). The Privacy Notice forms part of these terms and conditions.
We are committed to providing a service accessible to all our customers, including those who may be vulnerable due to age, health, disability or personal circumstances. If you require additional support in placing an order, understanding these terms, arranging a , or resolving an issue, please contact our customer service team or speak to a member of staff in store.
