Online Store – Terms and Conditions.
Contact Us
Mastercraft Kitchens is a trading name of Andron Manufacturing Ltd. Company Reg. No. 10677665.
Please use the contact page to send us your enquiry, we aim to answer all enquiries within 2-3 hours, but please allow up to a maximum of 24 hours for a reply.
Placing Your Order
Please make sure when placing an order, that your contact and delivery details are correct otherwise there may be a delay in the processing of your order. If the incorrect region is used, we reserve the right to cancel the order if the correct postage is not paid when requested.
Our website is intended for use by adults.
There is no minimum order required. We currently do not operate a ‘credit account facility’.
You can purchase as many different sample items as you wish, but only 1 item per product type. Any unwanted sample products can be returned in their original packaging (please open carefully) for a refund within 30 days of purchase, please contact us and we shall provide you with a returns authorization code. Refunds will be processed within 14 days of our receiving the unwanted goods, please ensure they are returned in a re-saleable condition or a repacking fee at 10% will be made.
We reserve the right to delay or refuse any order where a transaction contains incomplete details that cannot be verified or where fraud is suspected. We reserve the right to refuse any order, the decision of the management is final.
Please note that there may be slight variations between specific finishes and colours of products.
We reserve the right to alter the pricing of our products without prior notice.
The price stated on our website is the price you pay, no hidden extras.
It is your own responsibility to check your order once received, as errors and shortages cannot be rectified after 3 working days. The management’s decision is final.
Any parcel that has been refused by you the customer and then returned back to us may incorporate a charge from the courier. If this is the case, their charge will be deducted from any refund due back to you the customer from the returned order refund amount.
Payments
All payments made through our secure online payment facility, accept most major debit and credit cards. No sensitive information is held by Mastercraft Kitchens at any time, only your name, address and order details are known to us.
Debit and credit cards that can be used on our website are Visa, Visa Debit, Visa Electron, Master card, Maestro and Solo. Our checkout process has been checked and certified to confirm that we are safe to take your payments on our website.
Discounts
If you have been provided with any discount/voucher codes from us, please ensure that the correct code is entered onto the shopping basket page prior to checkout. We have the right to withdraw, change or refuse these codes without prior notice.
Cancellation Rights and Returns
Under the Consumer Contracts Regulations 2013 you have a right to cancel your purchase for goods bought through our website. This does not apply to bespoke kitchen orders. However, to exercise this right, you must notify us in writing via email or letter within 14 days from the day you receive your goods. No right of cancellation, refund or return exists under the Consumer Contracts (Distance Selling) Regulations 2013, once you have used the product, unless the product is defective and you are returning it for this reason.
Should you need to return your product because it is defective, please state the defect or defects when contacting us, you will be provided with a returns authorisation code at that point which should be noted and included with your returns parcel, the return postage in this case will be refunded by Mastercraft Kitchens.
It is your own responsibility to check your order once received, as errors and shortages cannot be rectified after 3 working days.
Any goods should be returned in a re-saleable condition, and in its original packaging, however if in an incomplete state we will charge 10% for each item that needs to be repackaged. Costs for return carriage are payable by the customer unless the product is defective. We recommend using a recorded and insured service as we cannot be responsible for damages or lost deliveries. We will not issue refunds for any items lost or stolen in transit to us. If your returned goods are lost or stolen in transit back to us, you should claim compensation from the company that shipped the return.
We will refund the cost of standard or recorded postage incurred if the product was incorrectly sent by us, or where the product has been returned due to a defect, the maximum paid will be £7.99. However, we will not refund any courier, overnight or express element of any delivery or postage charge including Royal mail special delivery. All refunds for goods returned will be processed within 14 days after the items have been returned and checked by us. Postage costs incurred for returning faulty goods shall also be refunded within 14 days of our receiving the goods.
Goods that are not general stock items and have to be ordered in at request can still be returned, but will have a 20% restocking fee applied.
If you had placed an incorrect order, or you decide that the order is not suitable, you can still return your items however you must comply with the following terms;
1, You must notify us within 14 days from the receipt of your order if you wish to be refunded.
2, You are liable for the return delivery charges, for more information please click here http://www.legislation.gov.uk/uksi/2013/3134/contents/made see regulations 34 & 35
3, Please contact us with your reasons for returning the goods in order to provide you with a returns authorisation reference code.
We shall only accept items that are returned within 28 days from the date of purchase. Returns outside this timescale is at the managements discretion and their decision is final. Items that are faulty are covered by a 12 month guarantee and will be accepted back within this time limit. Note however that items to be returned must be done so within 14 days of our being notified of their fault. Replacement items shall only be sent upon our receipt of the faulty goods.
Should an order be returned to us as ‘not called for’ or ‘not collected’ after unsuccessful delivery attempts, the order will be cancelled and a full refund given less the initial delivery charge.
Delivery
All orders received by 2pm are processed the same working day and delivered to you within 3-5 working days (subject to availability) by Royal Mail or our Courier services.
For all UK addresses:
Flat rate delivery charge of £15
NOTE: Premium delivery is only available on mainland UK Zone 1, Zones 2 & 3 will be only up to 1.5kg.
For Mainland UK, Zone 1 only:
Orders between 1.5Kg to 15Kg= £15.00
All orders over £79 in value will be delivered free of charge, light parcels up to the weight of 1.5kg will be delivered by Royal Mail 48hr tracked and for parcels over 1.5kg these will be delivered by DPD Local which on the day of delivery will give you a 1 hour window of when your parcel will be delivered. DPD Local will require a signature upon delivery.
For Northern Ireland, Isle of Man, Isle of Wight, Scottish Highlands & Islands, Jersey & Guernsey, Zones 2 & 3
Orders between 1.5kg to 10kg = £16.00
Orders between 10.001Kg to 15Kg = £18.00
Orders between 15.001Kg to 20Kg = £23.99
Orders between 20.001Kg to 30Kg = £28.99
Premium delivery is not available on any order.
Free delivery will be available on any order over £129.00.
Light parcels up to the weight of 1.5kg will be delivered by Standard Royal Mail 48 Tracked, and for parcels over 1.5kg these will be delivered by DPD Local which on the day of delivery will give you a 1 hour window of when your parcel will be delivered. Isle of Wight parcels over 1.5kg will be delivered by Parcel Force. Both couriers will require a signature upon delivery.
All of our delivery rates are based on weight in grams and kilograms, and also the final destination of the order.
We reserve the right to ship products at a later date (up to 28 days later after purchase) where the product ordered is not in stock at the time of purchase. In this very rare situation, you will be contacted with an estimated delivery date or offered a full refund instead of delivery of the product. Please DO NOT employ any tradesman until you have your order in full.
Delivery is only available to the United Kingdom and Northern Ireland on this website. Republic of Ireland orders must be via email or telephone.
Other countries please enquire first for a postal estimate.
Failure to select the correct area will result in your order being held until the correct payment is made. Should the payment for the area not be made within 7 days from the date of purchase, the order will be cancelled and all monies refunded. Please contact us immediately if you have incorrectly left ‘Mainland UK’ as your area. Telephone number is 0800 345 7655.
Please note that on the rare occasion of adverse weather conditions, your order may be delayed for longer than the stated period of time. Unfortunately, we have no control over this, however we would like to assure customers that everything would be done in our power to get your order delivered to you as quickly as possible.
We cannot be held responsible for any parcel, dispatched by us, and is then lost in transit to you. We will however investigate the matter on your behalf with our couriers and put a claim in for you. Whilst waiting for the claim to be completed, you can place a new order and purchase the items online should you still wish to have the goods.
Complaints
We endeavour to respond to all customer complaints within 2 working days.
Please use the contact us icon to send your complaints and provide us with as much detail as possible to enable us to resolve the matter within a satisfactory timescale. You will be kept informed of the status of your complaint.
Terms & Conditions
These Terms & Conditions set out the entire agreement and understanding between you and Mastercraft Kitchens. We reserve the right to change these Terms & Conditions at any time without giving prior notice to you.
Your statutory rights are unaffected.
All content and images shown on the website and any marketing material are solely for the use of Mastercraft Kitchens, any unauthorized use of content and images will be considered as infringement of copyright and will be reported to appropriate authorities.
The only information we hold is your contact name, delivery address and your order, and is held securely in accordance with the Data Protection Act 1998. We do not hold any credit/debit card or account information. We are committed to protecting your privacy.
Warranty Terms
All our retail products not manufactured by us have a 12-month warranty against manufacturing defects. Any goods returned to us for a warranty claim will be subject to inspection by Mastercraft Kitchens, where we will replace the item/s or refund the costs incurred. Warranty does not cover accidental, deliberate damage, acts of God or damage from incorrect use or any cleaning bleaching products, Warranty does not cover any incorrect purchases of our goods. Please note there may be slight variations on the finish of products of different designs.
