Customer Terms & Conditions

Smile Kitchens Limited

Customer Terms and Conditions

These are the terms and conditions (Terms) on which we supply our kitchen products (Products) listed on our website www.smilekitchens.com (our Site) to you.

These Terms tell you who we are, how we will provide Products to you, how you and we may change or end the Contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss.

1. How to contact us

You can find everything you need to know about us, Smile Kitchens Limited, and our products on our website (www.smilekitchens.com) before you order.

We also confirm the key information to you in writing before or after you order, either by email or by telephone.

You can contact us by emailing us at [email protected] or calling our offices on 0161 509 1010 (Monday to Sunday 9am – 5pm).

If we have to contact you, we will do so by telephone or by writing to you at the email address you provide to us.

Important information

You must be 18 or over in order to engage with us for the supply of Products.

By engaging with us for the supply of Products, you agree:

• that you are 18 years or over;

• to be bound by these Terms; and

• that these Terms form basis of the contract between you and us for the supply of Design Services and Products (Contract).

We draw your particular attention to our Privacy Policy, and the following sections of these Terms:

• Section 3 (Variation in product);

• Sections 4 and 5 (Changes to your order);

• Section 9 (Kitchen fitting);

• Section 10 (Refunds and returns);

• Section 11 and 12 (Your rights and our right to end the Contract);

• Section 12 (Paying for your kitchen);

• Section 15 (Product Guarantee); and

• Section 16 (Our responsibility for loss or damage suffered by you).

In these Terms:

• we, us or our means Smile Kitchens Limited, a company registered in England and Wales. Our company registration number is 12417876 and our registered office is at Stanmore House 64 – 68 Blackburn Street, Radcliffe, Manchester, England, M26 2JS;

• you or your means the person whose details are provided to us in order to receive the Design Services
and/or whose details are set out in the order submitted to our Site;

• You should print a copy of these Terms for future reference;

• Our website and our services are solely for the promotion of our Products within Mainland UK. We regret that we are unable to accept orders for delivery to addresses outside of this area, including certain remote or hard-to-reach locations. This may include, but is not limited to, specific postcodes in the Scottish Highlands, offshore islands, and other areas where delivery logistics are restricted or incur excessive costs. If you are unsure whether your address falls within our delivery area, please contact us prior to placing an order.

We have documented our terms and conditions into a helpful Q&A style format so you can hopefully find what you need quickly and easily:

2. When will the order be placed for my kitchen?

Your acceptance of an order will take place when you return a signed order confirmation to us via email (Order Confirmation). At this point the Contract will come into effect for the supply of the Products set out in your Order Confirmation.

The Order Confirmation confirms:

• what Products we are supplying to you;
• that you are happy with the chosen colour and finish of the Products specified;
• the price listed in our quote is correct and still valid;
• the estimated delivery date and location for delivery;
• any access issues to the delivery address that could impede us delivering the Products; and
• that you understand and agree to our payment terms for the Products.

Please check your Order Confirmation carefully and correct any errors before signing to confirm your acceptance of it. If you think any information in your Order Confirmation is wrong after signing, please contact us promptly to let us know and we will do our best to amend the order.

When you send a signed Order Confirmation, we will acknowledge it by email. This acknowledgement does not however mean that your order has been accepted and that we are obliged to supply the Products in our design, it is a request for the supply of the Products.

We only accept orders when we’ve checked them. We contact you to confirm we’ve received your order and then we contact you again (normally within a few days) to confirm we’ve accepted it. Sometimes we reject orders, for example, because a product is unexpectedly out of stock or because a credit reference we have obtained is unsatisfactory, because you are located outside of our delivery areas, as stated on our website and in our marketing or because the Product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

3. Our Products may vary from the pictures on our site and from samples provided

The images of the Products on our Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products. A tolerance of minor variation in colour and finish is considered acceptable and will not be treated as a fault or defect.

Any samples of wood, finishes, or materials we provide are intended to give a general idea of the Product only. Due to the natural characteristics of wood and other materials, variations in grain, colour, texture, and tone are to be expected. These differences are part of the natural beauty of the material and will not be treated as faults or defects. As part of our service we also supply solid worktop samples, these are a small cut out of a larger slab. Due to the nature of how solid worktops are fabricated, the vein and colour of the worktop may slightly vary from your samples.

We make every effort to ensure that the final product is consistent with the sample, but exact matches cannot be guaranteed. By placing an order, you accept that reasonable variation may occur.

We offer a colour matching service to help you select finishes that closely match your preferences. While we make every reasonable effort to achieve a close match, exact colour matching cannot be guaranteed due to variations in materials, lighting conditions, and manufacturing processes.

By using this service, you acknowledge and accept that minor differences in shade, tone, or texture may occur, and that such variations are within acceptable industry tolerances. These differences will not be considered a fault or defect, and we shall not be liable for any Product defect claims arising from such variations.

4. Our rights to make changes to your order.

We may change our Products from time to time:

• to reflect changes in relevant laws and regulatory requirements;
• to resolve a stock issue on an item in your Order Confirmation (such a change will always be
communicated and agreed before the substitute Product is delivered); and/or
• to implement minor technical adjustments and improvements.

5. Can I change my design after my order is placed?

You are responsible for making sure your measurements are accurate. We will make and/or supply the Products to measurements you provide, and you are responsible for making sure those measurements are correct. Find information and tips on how to measure here on our website or contact your Designer.

If you wish to make a change to the Products set out in the Order Confirmation, please contact us as soon as possible. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. A fee may be charged to you for changing the design depending on the nature of it.

6. When will my kitchen be delivered and what happens on delivery day?

Your estimated week-commencing delivery date will be communicated to you on your Order Confirmation document in line with our expected lead times for the Products you have chosen.

We will call you at least ten (10) days before your estimated delivery date to check you are ready to accept the delivery of the kitchen on this date. If at this point (or any time before) you need to change the delivery date, we will accommodate, free of charge, a change of up to one month after the original estimated date.

Any revised delivery date (as requested by you) of more than one month after the original estimated delivery date will incur a storage charge of £100 per month. This will be added to your final invoice.

If you communicate a late delivery date change (i.e. changing your delivery date within 10 days of the agreed delivery date) a £350 re-delivery fee will be added to your final invoice.

Please see the following page on our website for advice on what to consider before your Products are
delivered: https://smilekitchens.com/delivery/

We will be responsible for the costs of delivery of the Products (which is included in the price of the Products). We will deliver the Products to you on the day agreed with you unless we inform you beforehand of a change.

If our supply of the Products is delayed by an event outside of our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays or any costs you incur caused by the event outside of our control.

If no one is available at your address to take delivery of the Products, we will contact you via telephone to inform you of how to rearrange delivery and a £350 re-delivery charge will be applied to your invoice.

If, after a failed delivery to you, and despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the Contract. Even if we end the Contract, you will still be responsible for paying for the Products as per your Order Confirmation.

The Products will be your responsibility from the time we deliver them to the address you gave us. You must store the Products somewhere safe to avoid them being damaged and in accordance with our instructions until they are fitted.

You have seven days from the date of delivery to report any missing or damaged items. For any damaged
or missing items from initial delivery, the seven days will start from the date the missing or damaged items
have been delivered.

You will own the Products once we have received payment in full for the Products.

7. Will everything arrive on the same day?

Not necessarily. Some products, such as worktops, may arrive after the initial delivery date as these are delivered direct from the manufacturer. We will advise you if this is the case and let you know what day they are due to be delivered so you can plan your installation accordingly. Please note that even if Products are due to arrive after the initial delivery date, payment is still due seven (7) days after the initial delivery date.

8. What do I do if there is a problem with my delivery?

We’re really sorry if this is the case, but with there being so many components included in a kitchen order, sometimes items do arrive damaged and / or are missing from a delivery.

If we are aware of any out of stock / missing Products from your delivery in advance of your delivery date, we will inform you as soon as possible and arrange for delivery of these items as soon as possible.

You have seven (7) days from the date of delivery of each Product to report any missing or damaged items to us. If no communication on missing or damaged items is received within the seven (7) day period we will assume that the order has been delivered in full to satisfactory quality and payment for the kitchen will be due.

Our drivers that deliver the kitchen will take photographs of the product once it’s been delivered so we can refer back to this should there be any queries over what was delivered.

9. Can you fit my kitchen for me?

We are a design and supply business only so we do not provide installation services. Kitchen fitting is your responsibility.

As we will not be visiting your property, we cannot guarantee that our designs will be appropriate for the actual space. It is your responsibility to check yourself (where you are fitting the kitchen) or with your kitchen fitter (where you are having it professionally installed) that the design is appropriate to be fitted in the space before placing your order and before any Product installation commences.

We will amend the design as requested where you inform us that amendments to the design are required, however these amendments must be made before the Order Confirmation document is signed.

We will provide you with an installation pack which accompany your design to assist in the kitchen fitting. This pack will be in accordance with the Specification and based on the layout shown in the kitchen design provided.

You are responsible for installing the Products in your property or engaging a kitchen fitter to install the Products in your property on your behalf. We will not be responsible for any damage caused to the Products or your property arising during the course of installation.

We will not be responsible if you take the kitchen design we have produced in accordance with your Specification as part of a Design Services:

• to a third party for their review or amendment; or

if you order products from any other third party on the basis of the design.

10. Can I return items?

We pride ourselves in offering fast, free remedials to our customers.

If you think there is something wrong with your Products, we require you to report this to us via email within seven (7) days of the date that the Product is delivered to you. We also require you to provide images to support this claim. Items cannot be reported as damaged after they have been installed.

Where we accept that the Product(s) are damaged and/or faulty, we will replace the relevant Product(s) as soon as possible, free of charge, and will communicate a delivery date for the replacements as soon as we can.

All Products should remain in their original, (unopened where possible) packaging for return to us. We will not accept returned Products which have been damaged whilst in your possession nor Products (unless they are faulty) which you or your kitchen fitter have begun to install at your property.

11. Can I cancel my order?

Your rights to end the Contract will depend on whether there is anything wrong with the Products, how we are performing the Contract and when you decide to end the Contract.

Our kitchens are made to your specific measurements and design and are therefore considered bespoke items (also known as ‘Made To Order’ products). This means that they cannot be returned and therefore refunds will not be available. These Products are considered bespoke goods under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and as such are exempt from the usual cancellation rights.

However, you may cancel your order for the following reasons:

• we have told you about an upcoming change to the Products which fundamentally changes the agreed design which you do not agree to;
• we have told you about an error in the price or description of the Products you have ordered and you do not wish to proceed;
• there is a risk that supply of the Products may be significantly delayed because of events outside our control; or
• we have suspended supply of the Products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days.

You may end the Contract for one of the reasons above by emailing us at [email protected] with your Order Confirmation and clearly stating the reason for ending the Contract.

Ending the Contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the Contract before it is completed, but you will have to pay us compensation.

The Contract is completed when the Products to be supplied under the Contract are delivered and paid for. In these circumstances, if you want to end a Contract before it is completed, you must contact us in writing to let us know. The Contract will end immediately, and we will discuss and agree with you the amount of compensation you may have to pay us. The compensation charged will reflect our costs incurred to cancel the contract with our manufacturers.

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. For help with returns and collection arrangements for Products which can’t be posted, contact our Aftercare Team.

If the returned Product’s condition is not “as new, the packaging is damaged or accessories are missing, we will reduce your refund. In some cases, because of the way you have treated the Product, no refund may be due. Our Aftercare Team can advise you on whether we’re likely to reduce your refund.

Once the Products have been collected, we refund you within 14 days. We refund you by the method you used for payment. We don’t charge a fee for the refund.

12. Our rights to end the Contract or suspend/withdraw supply of a Product

We may end the Contract for a Product at any time by contacting you if:

• you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Design Services or Products; or
• you do not, within a reasonable time, allow us to deliver the Products to you.

If we end the Contract in the situations set out in the above circumstances we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the Contract.

We may have to suspend the supply of a Product:

• to deal with technical problems or make minor technical changes;
• to update the Product to reflect changes in relevant laws and regulatory requirements; or
• to make changes to the Product as requested by you or notified by us to you.

We may withdraw the Products. We may contact you to let you know that we are going to stop providing the
Products. We will let you know at least 7 days in advance of our stopping the supply of the Product.

13. How do I pay for my kitchen and when do I need to pay for it?

We will send you an invoice on the same day that your kitchen is delivered. Your invoice is due for payment in full within seven (7) days of the first date of delivery (also called the initial delivery date).

If any missing, damaged or faulty items are reported (within 7 days of initial delivery date), your invoice is still due for payment in full within seven (7) days of the date of the first delivery. We will deliver any missing items and replace any damaged or faulty items free of charge at our earliest convenience.

We accept payment by way of:

• bank transfer to a nominated bank account, the details of which are set out in our invoice
requesting payment; or
• via secure online payment, a link to which will be provided in our invoice requesting payment.

We may charge interest if you are late in paying for Products. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

We may pass on some increases in VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

If you think our pricing is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly priced sums from the original due date for payment.

We may charge you for reasonable costs of collection if you are late in paying for Products. If you do not pay your invoice on time and we have to take steps to recover the money owed, we may charge you for any reasonable costs we incur in doing so. This may include the cost of using a debt collection agency or legal fees. We will only charge you what it actually costs us and will not apply any unfair or excessive charges.

These remedies do not affect your legal rights. If you are having difficulty paying, please contact us — we may be able to agree a payment plan.

Making a Subject Access Request (SAR) under data protection laws does not affect your obligation to pay any outstanding invoices. All payments must be made in accordance with the agreed payment terms, regardless of whether a SAR has been submitted. We will respond to your SAR separately and within the timeframes required by law, but this does not delay or suspend your payment responsibilities.

14. Do you offer finance options to pay for the kitchen?

Yea we do! Please see https://www.smilekitchens.com/pricing/ for our finance calculator which will have our latest finance options on there.

Please note this page also includes the eligibility criteria required to be met in order to apply for finance.

If you are hoping to apply for finance, the application must be processed and approved in advance of the Order Confirmation being signed. We cannot retrospectively apply for finance as a method of payment after an order is placed.

15. What guarantee do you offer on your Products?

The product guarantee applies:

• to kitchen furniture, namely fascias, cabinets, hinges, drawers and trims. It excludes worktops, appliances, sinks, taps & lighting which are covered by the individual manufacturers’ own warranties;
• to individuals who purchased the kitchen furniture as a consumer for private use, not to businesses, companies, partnerships or sole traders (unless otherwise agreed);
• to the person who purchased the kitchen furniture. The guarantee may only be transferred to another individual if we are informed of a change in ownership in writing e.g. property sale;
• to kitchen furniture used entirely within a domestic environment for personal use, not to kitchen furniture put into and used within business premises, places of work, rental properties, student properties or similar; and
• to kitchen furniture used and installed in accordance with any guidelines provided by Smile Kitchens Limited.

We, Smile Kitchens Limited, undertake to guarantee the kitchen furniture for 10 years subject to the purchaser remaining in the property from the date of purchase, during which time we will replace, or repair, at our option, any kitchen furniture (as detailed above) that is defective as a result of faulty product design, the materials or workmanship (of manufacture and not installation). If at any time the replacement for a failed product is no longer available, we will supply an alternative design that best suits
the existing kitchen.

The customer must retain proof of purchase.

If you do not allow a Smile Kitchens Limited’s representative to review the product which is subject to the warranty claim you will invalidate the warranty in respect of that claim.

The guarantee is limited to supply of replacement products only. Replacement products will be guaranteed for the remainder of the original guarantee period only. This guarantee is given in addition to and does not affect your statutory rights.

The guarantee does not apply to:

• damage caused or contributed to by:

o reasonable wear and tear;
o poor, faulty or incorrect use, installation or maintenance;
o the removal of the cabinets following initial installation;
o wilful damage, abuse, mistreatment, negligence, abnormal storage or environmental conditions; or
o household animals and misuse by children.

• consequential loss or damage or deterioration arising from the fitting or positioning of unsuitable or incompatible handles or appliances;
• damage or colour deterioration caused or contributed to as a result of normal wear and tear; or damage from heat, steam, moisture, dye, chemicals, food colourants or colour changes from UV
or natural light.

16. Our responsibility for loss or damage suffered by you

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:

• death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
• fraud or fraudulent misrepresentation;
• breach of your legal rights in relation to the Products including the right to receive Products which are: as described and match information we provided to you and any sample or model seen or examined by you except in the circumstances explained in Section 15; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care;
• breach of your legal rights in relation to the Design Services including the right to receive Design Services which are: performed with reasonable skill and care and performed within a reasonable time; and
• defective Products under the Consumer Protection Act 1987. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Any such commercial, business or re-sale usage is strictly prohibited.

17. How do I raise a complaint?

We are sorry if you feel the need to raise a complaint about our service. If you are unhappy with any of the Design Services or our Products, please contact us as soon as possible.

Please send an email to [email protected] to raise a complaint in writing. We will acknowledge the complaint within 48 hours and ensure it is escalated to our Complaints Manager within this time frame.

Please see www.smilekitchens.com/wp-content/uploads/SMILE-KITCHENS-LIMITED-Complaints Procedure-Oct-2025.pdf for our complaints procedure and policy.

We will try to resolve any disputes with you quickly and efficiently.

If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know we are unable to resolve the dispute, and let you know the details of an alternative dispute resolution provider we use.

If you want to take proceedings to court, these Terms are governed by English law and you can bring legal proceedings in respect of the Products and/or Design Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Products and/or Design Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Products and/or Design Services in either the Northern Irish or the English courts.

18. Other important terms apply to our contract

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.