Company No. 13458918 · VAT No. 385365366
“Consumer” means an individual buying wholly or mainly for personal, domestic use, as defined in the Consumer Rights Act 2015. “Business Customer” means anyone acting for purposes relating to their trade, business, craft or profession (builders, developers, landlords, etc.). Where a clause applies differently to each, this is stated. Nothing in these terms affects a Consumer’s statutory rights.
This contract is between AOK Kitchens Ltd and the person(s) named on the order confirmation, quote or estimate. It incorporates these terms, the order specification, and any Credit Agreement. These terms apply to the exclusion of any terms a Business Customer purports to attach to a purchase order, unless we agree to them in writing. Our acceptance of your order takes effect when we confirm receipt of your deposit and confirm the specification in writing — that is when the contract is formed.
Draft plans, CAD drawings and specifications we produce for you remain our property and are for guidance only — computer-aided renders may show visual or colour variations from the finished product. Ownership of the drawings and specification transfers to you only once the final balance has been paid in full. You may not reproduce them or pass them to a third party without our written consent.
4.1 Because your kitchen is manufactured to your specific measurements and chosen specification, it falls within the “bespoke goods” exemption under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the standard 14-day cooling-off right does not apply once production has commenced.
4.2 You may cancel free of charge, or request changes, at any time before your order is confirmed with our suppliers or joinery.
4.3 If you cancel after that point but before manufacturing has started, we will retain a fixed administrative fee of £2,500, covering design, survey and order-processing costs already incurred, and refund the balance of any payments made.
4.4 If you cancel once manufacturing has started, we will retain 90% of the total order value. This reflects materials, labour and other costs we will have committed or incurred by that stage, which cannot be recovered or resold, together with our lost profit margin on the order.
4.5 This clause does not affect your right to reject faulty goods or your other statutory rights under the Consumer Rights Act 2015 (clause 11).
5.1 Prices are those current at the date of order and may only be varied where delivery is delayed at your request, additional storage is required as a result, or — where delivery is more than 6 weeks from the date of contract — our own supplier costs increase before delivery.
5.2 Credit sales are governed by the separate Credit Agreement.
5.3 Cash/direct sales are structured as: deposit (minimum 50% of order value, on order placement); interim payment (25% of order value, on confirmation of the order with our suppliers); balance (payable before delivery or collection — goods will not be released until the account is settled in full); fitting, where carried out by one of our approved installers, is arranged and paid for under a separate agreement directly between you and the installer (see clause 6.8) — it does not form part of this contract with AOK Kitchens Ltd.
5.4 Business Customers: interest on overdue amounts accrues under the Late Payment of Commercial Debts (Interest) Act 1998. Consumers: any late payment charge will be a genuine, reasonable estimate of our loss, not a penalty.
6.1 We will provide you with an estimated delivery date or window at the point of order confirmation, reflecting our current manufacturing lead time (typically 4–12 weeks). This agreed date applies in place of the 30-day default period under the Consumer Rights Act 2015, which only applies where no date has been given. For Business Customers, time of delivery is not of the essence unless agreed otherwise in writing.
6.2 If we miss an agreed delivery date, Consumers may set a new reasonable deadline for delivery; if we miss that too, you may treat the contract as at an end and receive a refund for goods not delivered.
6.3 It’s your responsibility to make sure the site — access routes, flooring, walls, services and utilities — is safe, clear and ready for delivery and installation. If it isn’t, we may reasonably defer the delivery or installation date until it is, and won’t be liable for resulting delay. You must also arrange any planning permission, building regulations approval, or listed building consent needed before installation.
6.4 Goods must be inspected on delivery. Shortages, defects or damage should ideally be reported within 3 working days of delivery, but this doesn’t limit your longer statutory rights to reject faulty goods under the Consumer Rights Act 2015 (clause 11). If one of our approved installers is fitting the kitchen, they’ll carry out this inspection on your behalf.
6.5 If you delay accepting delivery, we reserve the right to charge storage and insurance costs of £125 plus VAT per week from the original delivery date, and if the delay continues beyond 3 months, the full balance becomes payable immediately regardless of delivery status.
6.6 Deliveries are carried out by either a one-man or two-man crew, depending on the kitchen brand or manufacturer you’ve purchased — this is a delivery service provided by the manufacturer rather than by us directly, and the crew type applicable to your order will be confirmed in your order acknowledgement. We are not responsible for the manufacturer’s delivery crew’s conduct, or for delivery timing beyond what is stated in your order acknowledgement. Where delivery is by a single driver, you must provide reasonable assistance to bring the goods into the property, subject to safe access. Where this isn’t possible, or suitable assistance isn’t available at the time of delivery, the delivery will be a kerbside drop only, and moving the goods into the property from that point becomes your responsibility.
6.7 Where a delivery attempt fails because access wasn’t provided, no one was available to receive the goods, or assistance required under clause 6.6 wasn’t available, a redelivery charge of between £250 and £500 will apply, reflecting the vehicle, fuel and labour cost of the failed attempt and reattempt, and varying with load size and distance. This charge does not apply where the failed attempt was due to our own error (e.g. arriving outside the agreed window without notice).
6.8 Installation Services. This contract covers the supply of goods only. Where you choose to use one of our approved installers, installation is carried out under a separate contract directly between you and the installer, on their own terms, invoiced and paid directly to them. “Approved installer” means a tradesperson or company who has met our basic vetting criteria at the time of approval (for example, relevant qualifications and current public liability insurance). Approval reflects this vetting only — it does not make us a party to your installation contract, and we are not responsible for the standard of installation workmanship, timescales, or any other aspect of the installation service. Any concerns about the quality of installation should be raised directly with your installer in the first instance; we’re happy to help facilitate that conversation as a matter of customer service, but responsibility for resolving it rests with the installer. We recommend you obtain your own written quotation or agreement from your chosen installer covering cost, timescale and workmanship before installation begins.
Ownership of the goods stays with AOK Kitchens Ltd until paid for in full; risk passes to you on delivery. Until then you hold the goods on trust for us and must keep them identifiable as our property. Appliances, sinks and taps are covered by the manufacturer’s warranty once supplied. None of this removes our own responsibility for the goods being of satisfactory quality and as described at the point of delivery under the Consumer Rights Act 2015.
8.1 Please check the order specification carefully before signing — once production starts it can’t be changed except under clause 9 (Alterations). We reserve the right to make minor changes to materials, finishes or design on future orders, or where necessary for safety/regulatory compliance, without reducing quality or value.
8.2 Doors and drawer fronts are manufactured to a tolerance of ±2mm.
8.3 Colours, painted finishes and panel surfaces may vary slightly batch to batch, so an exact match can’t be guaranteed on later additional or replacement items.
Alterations or additions must be requested before manufacturing begins. We can’t guarantee changes requested after this point. Any extra cost will be confirmed with you in writing before we proceed, and you’ll only be bound to pay it once you’ve agreed.
You’re responsible for ensuring installation complies with applicable statutory regulations (e.g. building/fire regulations) and that any necessary third-party consents are obtained. We won’t fit goods that don’t comply with current regulations.
If goods are faulty, not as described, or not of satisfactory quality, Consumers have the right to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. Nothing in these terms limits or excludes those rights — they apply in addition to the warranty below, not instead of it.
12.1 Kitchen furniture manufactured by AOK Kitchens carries a guarantee of up to 10 years against manufacturing defects, from the date of installation. The exact period depends on the range purchased — check this or ask your sales representative if you’re unsure which applies to your order.
12.2 Worktops, sinks, taps, appliances and accessories are covered by the relevant manufacturer’s own warranty, not by AOK Kitchens. Terms and length vary by brand and product — details will be provided with your order.
12.3 It is your responsibility to register any manufacturer’s warranty within the timeframe that manufacturer specifies. We will provide the relevant registration information at the point of delivery or handover, but we are not responsible for a warranty being invalidated because it wasn’t registered in time.
12.4 Where a manufacturer or other third party offers cashback, promotional discounts or other incentives on any product in your order, it is your responsibility to submit any claim within the timeframe set by that manufacturer or provider. We will pass on the relevant promotional information available to us at the point of sale, but we are not responsible for an offer lapsing because a claim wasn’t made in time.
12.5 Conditions: the warranty remains valid regardless of who installs the kitchen, provided it is fitted to a satisfactory standard, in line with manufacturer fitting guidance and general trade practice, using methods that don’t compromise the structural integrity, quality or finish of the units. We recommend using one of our approved installers (clause 6.8) for this reason, though it isn’t a requirement. Other conditions: domestic setting and personal use only, used within its intended environment, supplied within the UK, non-transferable on sale of the property.
12.6 Exclusions: items not manufactured by AOK Kitchens; damage from negligence, misuse, or events outside our control (leaks, extreme weather, flooding, vandalism, pests, non-domestic use); normal wear and tear or colour fade from ageing; damage caused by installation carried out using unsuitable methods, materials or techniques that fall below manufacturer guidance or trade standards, regardless of who carried it out; damage from removing installed units; ex-display items.
12.7 To claim, you’ll need to allow one of our staff or an assessor we appoint to inspect the furniture and, where relevant, how it was installed. Where a fault is confirmed and isn’t due to misuse, poor installation, or overloading, we’ll repair or replace at our discretion, subject to the range still being available; if discontinued, we’ll offer the closest equivalent. This warranty covers the furniture itself, not installation costs. None of this limits your statutory rights under clause 11.
13.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be excluded, including your rights under clause 11.
13.2 We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill — that is, loss that was obvious or that both parties knew was possible when the contract was made. We are not responsible for loss that wasn’t foreseeable in this sense.
13.3 We supply goods for domestic and private use. If a Business Customer or Consumer uses the goods for a commercial, business or resale purpose, we have no liability for loss of profit, business interruption or loss of business opportunity arising from that use.
13.4 Subject to 13.1, our total liability for a given order is capped at the contract price, and we exclude liability for indirect or consequential loss, except so far as it would be unreasonable or unlawful to do so for a Consumer under the Consumer Rights Act 2015 and Unfair Contract Terms Act 1977.
Where events beyond our reasonable control (supplier failure, extreme weather, industrial action, or other force majeure) prevent or delay dispatch, we may suspend or cancel delivery without liability for resulting loss. If the delay continues beyond 60 days, either party may cancel the affected part of the order and receive a refund for goods not delivered.
We may end the contract by writing to you if: you don’t pay any amount due within 14 days of a reminder; you don’t provide information we reasonably need (e.g. site dimensions) within a reasonable time; or you don’t allow reasonable access for delivery or installation within a reasonable time. Where we do this, we’ll refund money paid for goods not yet provided, less reasonable compensation for costs we incur as a result of your breach.
We process your personal data in accordance with UK GDPR and the Data Protection Act 2018, and our Privacy Notice, available on request or on our website.
If something goes wrong, please contact us directly so we can put it right. We are not currently a member of an alternative dispute resolution (ADR) scheme; if we’re unable to resolve your complaint, we’ll confirm this to you in writing along with your right to pursue the matter through the courts.
If we can’t supply goods or services under this contract, you’re entitled to a full or partial refund for the specific item(s) affected.
19.1 If any clause is found unenforceable, the rest of the contract continues to apply.
19.2 These terms, together with your order confirmation, are the entire agreement between us and supersede any prior discussions, unless varied in writing and signed by both parties.
19.3 A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce it.
19.4 This contract is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (Consumers resident elsewhere in the UK may also bring proceedings in their local courts).
Contact information
Email: info@aokitchens.co.uk
Telephone: 01489 788617
491-493 Bitterne Road East,
Southampton,
SO18 5EQ
Opening Hours:
Monday to Friday – 9:30am to 5:00am
Saturday – 10:00am to 4:00am
Sunday – Closed
491-493 Bitterne Road East,
Southampton,
SO18 5EQ
Opening Hours:
Monday to Friday – 9:30am to 5:00pm
Saturday – 10:00am to 4:00pm
Sunday – Closed
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