Terms and Conditions
1.1 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" means the goods that we are selling as set out in the order.
"Customer" means the Customer of the Company.
"Order" means your order for sale of goods as set out in the invoice which we send you.
2 OUR CONTRACT WITH YOU
2.1 All orders placed with and accepted by Custom Fronts are bound by these terms and conditions.
2.2 Please ensure that you read these terms carefully and check that the details are complete and accurate before you sign the agreement. 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.
2.3 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.
3 GOODS AND NATURAL MATERIALS
3.1 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 or finish of the Goods. Your Goods may vary from those images, particularly as wood and bamboo are natural products, and colour tone onscreen and in print varies, and we will make every effort to discuss any differences with you prior to ordering the Goods.
3.2 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. Please note woods vary in tone, colour and grain, sometimes to a large degree - this is part of their beauty.
3.3 We ensure we use the highest quality materials. The Customer is aware of the properties of the product and the properties and durability of the finish they are purchasing.
3.4 Whilst we use the highest-grade ply and bamboo and work to get the perfect finish, the Customer understands wood and bamboo are natural products and accepts that there may be some natural characteristics in the materials, such as knots, and shake (cracks in the lumber which follow the annual rings) and other minor flaws. We place the most noticeable knots, shakes etc to the backside of the product as far as possible so they are not so noticeable but these are not faults in the product. Removal of these would take away from the natural character of the materials.
3.5 We do not grain/colour match, as this leads to unsustainable wastage, however we do this where possible. The Customer accepts that it is not always possible however and there may be variation in tone and grain. Timber and bamboo vary as natural products and we cannot guarantee uniformity.
3.6 We sometimes use filler to fill natural cracks, although these are not faults in the materials.
4.1 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 clerical or other error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will of course 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.
5 QUOTES, SIZES & ORDER CONFIRMATION
5.1 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.
5.2 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.
5.3 From the information obtained from the phone consultation we will produce an order confirmation which is the basis on which we manufacture. You will receive revised plans, your invoice and a cutting list.
It is 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.
5.4 After you receive your initial order confirmation, we allow for one revision before the final order can been placed. This is to allow plenty of time to come back to us for amendments before the material order and manufacture. We cannot accept changes after the final order has been placed, these will be made as a separate order.
Each urgent amendment after this period will incur a fee of £100. Any additional products will be placed as a separate order with separate lead times.
5.5 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.
5.6 We will not make your order until we have received confirmation that the order details are correct and have received the full payment.
6 CUSTOM SIZES
6.1 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. Changes unfortunately can't be made to custom sizes once the order has been placed.
6.2 We do not drill hinge or drawer mounting holes in custom sizes as a matter of course. Drilling these on site ensures that they are accurate and that pieces will fit.
7.1 As these are made-to measure goods we take full payment upfront.
7.2 Custom Fronts accepts payment with all major cards or a bank transfer. Your payment options will be presented to you in the payment process.
8 LEAD TIME
8.1 Lead Times begin once a final order has been placed and fully paid for. Lead times depend on the materials and finishes ordered.
Our fronts are made to order and our standard production time is generally 6-8 weeks from when the order is finalised and paid for depending on the finish, the workshop schedule, and time of year. If the Lead Times change we do of course endeavour to keep you updated.
8.2 To be fair to all of our customers who are also working to tight schedules we operate on a first come first serve basis. We cannot push delivery dates forward although we do work hard to push through orders as quickly as possible, while maintaining our high standards and the quality of the product. We will be in touch if your order can be delivered sooner than expected.
8.3 Rarely our suppliers are out of stock of a particular material. 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.
8.4 Lead times are estimates and not guaranteed and are subject to change without prior notice. Of course if any delays occur we always attempt to notify customers as soon as possible.
We recommend that you only arrange for tradesmen to carry out work on your behalf after your goods have been delivered. We cannot be liable for any losses incurred for late delivery no matter howsoever caused.
8.5 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.
9 MANUFACTURE OF GOODS
9.1 We make the goods according to the measurements you provide us. Please make sure all measurements are correct and accurate on the cutting list we provide. Unfortunately, we cannot accept the return of goods if the reason is inaccurate measurements.
9.2 All works undertaken by Custom Fronts have a + / - 2-millimetre margin for error per cut. All timber reacts differently when cut.
9.3 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 cut-outs 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.
9.4 The Customer accepts that these variations in density and hardness of timber are a natural part of the product, and not the fault of Custom Fronts. In fact, we consider them an inherent element of the products natural beauty. Of course, we warrant that we will take all reasonable steps to avoid damage, of whatever nature.
9.5 In certain circumstances, flaws and faults within the materials may be exposed during the manufacturing process. The Customer accepts this is a natural feature of the materials, 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.
9.6 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.
9.7 Due to the nature of sheet material any doors over 1.4 m in height are more prone to warping and we won't guarantee that doors over this size will be flat on delivery. Warping of doors over this size will not be considered a fault. We strongly advise that clients take this into account when planning and do not include doors larger than this size.
10.1 Goods are prepared for the Customer according to our workshop schedule. If the Customer delays delivery or collection after the fronts 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 reserves the right to charge at its entire discretion storage fees of £100 per week. 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.
Should the customer decide to accept delivery but defer the installation date then the customer is responsible for the safe storage of the product.
11. Colour Finishes
11.1 Our colour finishes are chosen for their durability, beauty and scratch resistance and every effort is made to prevent superficial scratches in the manufacturing process. We unfortunately cannot guarantee 100% that minor scratches won't occur, as this is the nature of the material and is outside our control.
11.2 If you notice any scratches on delivery, contact us for advice as in many cases this can be remedied by you. We advise that your installers take care not to scratch the fronts on installation. We unfortunately cannot accept liability for scratches.
12.1 Every effort will be made to deliver your goods on time, unfortunately we cannot accept liability for costs if delays beyond our control are incurred.
12.2 We unfortunately cannot accept liability for failed deliveries due to incorrect contact and delivery details.
12.3 Our delivery partners will provide a delivery window for when you should expect your goods. Someone is required to be available to receive the items the day of delivery.
12.4 Deliveries including fronts, sides or tops are delivered to the kerbside of your building or as close as the delivery vehicle can get. We do not offer at present inside delivery or white glove service. If you would prefer this, then please liaise with us in relation to arranging your own couriers to pick up the products from our workshop. We are not liable for any damage caused to the products once they leave our workshop.
12.5 It is the Customer's responsibility to ensure the unloading area and drop off point are suitable.
12.6 Our deliveries can be extremely heavy and often require multiple people to unload; it is the Customer's responsibility to ensure there will be someone competent available to help with the unloading of the delivery or other goods.
12.7 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.
12.8 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.
13 SIGNING OF GOODS UPON DELIVERY
13.1 The goods will be your responsibility from completion of delivery.
13.2 Please note that someone will be required to sign for and inspect goods for any missing boxes or obvious signs of transit damage in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note. No claims for delivery damage can be made after this.
13.3 Goods will not be left without a valid signature from the Customer. If the goods are accepted as being in good condition, then no claim for damage can be made after this.
13.4 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.
13.5 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.
13.6 It is essential the goods are unwrapped and checked for damage within 24 hours of delivery and that we are notified of any damage before the products are fitted. Custom Fronts cannot be held liable for any damage after this although we will of course do our best to help.
14.1 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.
WE CAN ONLY ACCEPT RETURNS THAT ARE IN THEIR ORIGINAL PACKAGING.
15 CONSUMER RIGHTS AND DISTANCE SELLING REGULATIONS
15.1 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.
15.2.1 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.
15.2.2 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.
15.1 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. It will be assumed that any damage occurred during fitting.
16.2 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.
17.1 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 only responsible for the product until it reaches the delivery point.
17.2 Any custom items or panels which are used in a way which is inconsistent with its intended use like using a panel as a worktop or using a door or drawer as a panel, or if it's altered by their fitter/builder then this is not covered by our warranty
18.1 We will use the personal information you provide to us to:
18.1.1 Provide the goods and/or services.
18.1.2 Process your payment for such goods/and or services.
18.2 We will not give your personal data to any third parties.
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.
20. CHANGES TO 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.
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.