Terms and Conditions
TERMS AND CONDITIONS
The defined terms set out below are used in these terms and conditions and they have the following meanings:
"Company" means Custom Fronts Limited, a company registered in England and Wales with company number 11209999, whose trading address is Units 29/30, Bridge Farm, Barcombe Mills Road, Barcombe, East Sussex BN8 5BX, United Kingdom
"Goods" the goods that we are selling as set out in the order.
"Customer" means the Customer of the Company.
"Order" your order for sale of goods as set out in the invoice which we send you.
Our Contract with you
Please find below our full terms and conditions. We ask you to read these terms and conditions fully. All orders placed with and accepted by Custom Fronts are bound by these terms and conditions. If you think there has been a mistake or if you require any changes, please contact us to discuss. We will confirm any changes in writing to avoid any confusion between you and us. By confirming that your order is correct and that you wish to proceed, you agree that you have fully read, understood and agree to our terms and conditions. All orders placed with and accepted by Custom Fronts are bound by these terms and conditions.
The images of the Goods on our website and any catalogues, brochures, magazines or social media are for illustrative purposes only. We cannot guarantee that the pictures accurately reflect the colour of finish of the Goods. Your Goods may vary slightly from those images and we will make every effort to discuss any differences with you prior to ordering the Goods.
Your final Goods may vary in tone or grain and we cannot guarantee that they are exactly the same as your samples we have provided as they vary from batch to batch. Samples should be regarded as approximate representation only.
Custom Fronts accepts payment with all major cards or a bank transfer. Your payment options will be presented to you in the payment process
Custom Fronts always makes every effort to deliver goods within the delivery option requested at the time the order was placed. Our fronts are made to order and our standard production time is generally in the region of 6-8 weeks, depending on the finish, the workshop schedule, and time of year. General lead times at the time of order will be discussed before an order is finalised. Depending on the destination, the delivery will require 1-7 days extra. However we cannot guarantee this, and we will not accept any liability if your order is delivered outside any previously agreed time or date. We recommend that you only arrange for tradesmen to carry out work on your behalf after your goods have actually been delivered. We can't be responsible for any losses incurred for late delivery no matter howsoever caused. If there is any damage during delivery, we will of course try to replace or repair the items as quickly as possible, however we are not liable for any costs you may have incurred.
Unfortunately we cannot give you an exact delivery date in advance but we always do our best to work with you to find a date to suit as far as this is possible.
When your order is ready for dispatch you will be contacted by either us or our delivery partners.
Deliveries including fronts, sides or tops are delivered to the kerbside of your building or as close as the delivery vehicle can get. They will not be carried indoors.
Please note that someone will be required to sign for and carefully check the goods; if no one is available to help unload and/or sign for the goods, re-delivery will result in a re-delivery charge equal to the original cost of delivery, unless the inability to deliver prejudices further deliveries, in which case Custom Fronts reserve the right to charge the Customer for the cost of other re-deliveries which we were unable to make due to the inability to deliver. Help must be provided by the Customer for unloading, and the delivery service is to the kerb side only. Where Custom Fronts informs the Customer that the kitchen is particularly heavy and require multiple helpers, it is the Customer's responsibility to provide the correct number of suitable helpers to help carry the delivery. If the driver helps carry the delivery into a Customer's house, this is on the strict understanding that neither Custom Fronts nor the delivery driver have any liability whatsoever in attempting to help the Customer. This help is at the discretion of the driver, and forms no part of the contracted delivery service. Transfer of liability for the delivery passes to the Customer once the delivery is safely out of the delivery vehicle. Custom Fronts will not accept any liability for damage to the delivery, the Customer's property, or any personal injury to the Customer or any third party. The Customer agrees there will be someone competent available to help with the unloading of the delivery or other goods. Since the Customer warrants that any helpers are suitable for the unloading process, Custom Fronts will not accept any liability for any injury arising from any delivery. Our deliveries can be extremely heavy; it is the Customer's responsibility to ensure the designated helper is able to help with the delivery. It is the Customer's responsibility to ensure the unloading area and drop off point are suitable. Custom Fronts cannot be held liable for any injury to persons unloading the delivery no matter how caused. 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. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person elected by the Customer who must be 18 or over. Where goods are delivered by courier, it is essential the goods are unwrapped and checked for damage. If the goods are signed for in good condition then Custom Fronts cannot be held liable for any damage.
Returns and Exchange
Our fronts, sides and tops are custom-made for you. Any product made to order for you cannot be returned unfortunately unless we have accepted liability for a product which was damaged on delivery. When returning a product, the sender is responsible for returning the product in perfect condition and unused. If the product has been damaged by you it does not qualify for the return policy.
All our products are covered by a 2 year warranty regarding product origin and production defects. Everyday occurrences like heat exposure, water damage, scratches and fading are not included. If the customer causes damage for had altered the product in any way the product is not covered by the warranty. Custom Fronts are responsible for the product until it reaches the delivery point.
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you register on our site, place an order, subscribe to a newsletter, fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
• To personalise user's experience and to allow us to deliver the type of content and product offerings in which you are most interested.
• To improve our website in order to better serve you.
• To allow us to better service you in responding to your customer service requests.
• To quickly process your transactions.
• To send periodic emails regarding your order or other products and services.
• To follow up with them after correspondence (live chat, email or phone inquiries)
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide users with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when it's release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Consumer Rights and Distance Selling regulations
Under the distance selling regulations, a private Customer has the right to return standard size goods within seven days of the goods being received without giving a reason. As the manufacturer, Custom Fronts do not stock any standard sizes in any timber products, therefore, regardless of size and dimensions, all kitchen/worktops, wardrobe and sideboard fronts, tops and sides, upstands, are bespoke made, and cut specifically to your order. These orders are therefore not subject to the right of return under the distance selling regulations. For any other items which are stocked and are a standard size, a private Customer is fully covered by the distance selling regulations. Goods returned must be in a saleable, as new condition and returned in their original packaging. The Customer must arrange transportation and pay all costs involved in transporting the goods back to the warehouse from which they came. The goods must be insured whilst in transit for the full value of their cost price, goods received damaged after return will not receive a refund from the Company and the Customer shall pursue their carrier for reimbursement and or return. Returns made under this provision must be agreed in writing or by email by both parties before the goods are returned. Once a returns note has been issued, the goods must be returned within seven days. These rights do not apply to business purchases.
Goods are prepared for the Customer according to our workshop schedule. If the Customer delays delivery or collection after the kitchen/worktops have been made, storage of the goods is entirely at the Customers' risk. Custom Fronts will not be liable for any damage no matter how caused. Custom Fronts will endeavour to store the items carefully, however the Customer agrees that timber, as a natural product, is subject to movement and may move during the period of storage. The Customer expressly agrees that Custom Fronts is not liable for any such movement, as we do not have the correct environmental storage to prevent such movement. Custom Fronts reserves the right to revise prices and details at any time without notice. If we list a product at the wrong price due to a typographical or other error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will not adjust any prices without informing clients first, and will allow you to withdraw your order at no cost to yourself and; if applicable, a full refund will be given. If any items of your order are out of stock or the material to make them is not available, we will advise you immediately of the expected delay in delivery. All works undertaken by Custom Fronts have a + / - 2 millimetre margin for error per cut. All timber reacts differently when cut. When undertaking work on a Customer’s product, the Customer accepts that unforeseen variations in the timber may result in minor breakouts or machine marks. In order to minimise any possible effects of this, Custom Fronts may, at its discretion, chose to modify or amend any cutouts or sizes as it sees fit to best deal with the situation. Further, where necessary, Custom Fronts may use filler in order to repair such damage. The Customer accepts that it is these variations in density and hardness of timber are a natural part of the product, and not the fault of Custom Fronts. Of course, we warrant that we will take all reasonable steps to avoid damage of this, or any other nature. In certain circumstances, flaws and faults within the timber may be exposed during the manufacturing process. The Customer accepts this is a natural feature of the timber, and not the fault of us. We will do their best to remedy the situation, but cannot be liable for any defects exposed in this way. The statutory right of cancellation does not apply to orders which are made to measure or in any way cut or altered to your requirements. If custom or bespoke orders are faulty, we can repair or replace depending on which is most appropriate.
Whilst every effort is made to ensure colour accuracy, we can never guarantee to absolutely match any colour. There may be a difference in sheen level for example but as close a match as possible is achieved.
No claims for damage / discrepancies can be made by the Customer after installation, as installation of our materials constitutes acceptance of the product in its current state. Similarly, we will not accept any claims for damages / discrepancies once the Customer has performed any work on the order, including cutting, shaping, finishing or oiling. Any work carried out on the order constitutes immediate acceptance of the order. As custom-made orders are not cancellable, you must make sure that the information and materials (e.g. plans, designs, lists and sizes of products required) provided by you and those provided by us (e.g. items listed in our quotation) are correct and suitable for your use before you place an order with us.
Quotes, Sizes, and Order Confirmation
Whilst we do our best to interpret figures, diagrams, drawings or conversations which detail the sizes, shapes and details of your quote, we are unable to guarantee that this is a correct interpretation of your exact requirements, and cannot be held liable if these subsequently prove to be incorrect. It is up to you the Customer to ensure that the sizes, shapes and dimensions detailed in our quote are correct for what you require. Before manufacture, we will produce an order confirmation which is the basis on which we manufacture. It is also up to you the Customer to ensure that sizes, shapes and all the details of your order as detailed in your order confirmation email are correct for what you require. Apart from some preparation work and cutting timber to rough over size, we will not make your order until we have received confirmation that the order details are correct. The company reserves the right without notice and without affecting the validity of the contract to make such changes in materials, dimensions and design as are reasonable and desirable.
Changes to Order or Terms
We may revise these terms from time to time in order to comply with changes in relevant laws and regulatory requirements.
If we have to revise these terms we will give you written notice of any changes before they take effect. You can choose to cancel the contract in relation to any Goods ordered before we give you notice.
We have a cut off date with 5 working days to finalise amendments, mistakes and any additional panels you may need. Unfortunately as the made-to-measure goods are made to your requirements. You will not be able to amend the order once the order has been sent to the workshop as the materials order has been placed.
Each urgent amendment after this period will incur a fee of £100. Any additional after the panels will be placed as a separate order.
All design and text on https://www.customfronts.co.uk is the copyright of Custom Fronts and the imagery is the copyright of Custom Fronts and our site may not be altered in any way or republished without express prior consent from us. Custom Fronts are the copyright holders for all of their images and text
No images may be sold on or assigned to or by any third party.
Custom Fronts reserves the right to: (a) Alter these Terms and Conditions upon giving you advance notice, and (b) Decline service to any individual Customer. The above Terms and Conditions shall not affect your statutory rights as a consumer. The contract between us shall in all respects be governed by and construed and interpreted in accordance with the laws of England and the parties hereby submit to the exclusive jurisdiction of the English courts.