Buyers Guide
Payments- Payments can be made by credit or debit card securely via Google checkout. For finance options please contact our advice line. When you enter your details they are only used for the purpose of processing your order, we never pass them on to third parties unlike some of our competitors.
Privacy- At Kitchen Heaven we feel very strongly about the security and privacy of your details which is why we NEVER pass your details to a third party. Kitchen Heaven only collect information given by the customer at the time of placing the order, and which is relative to carrying out the order to completion. All information is collected lawfully and complies with the data protection act 1998. We would only ever use such information for our own purposes such as from time to time informing you of any promotions etc.
Guarantees- All products supplied by Kitchen Heaven are covered by the manufacturer’s guarantees or warrantee’s. We never sell slight seconds, graded or any other sub standard goods. Your guarantees and rights are exactly the same if you purchase from us, or any other high street retailer. We aim for low prices, but we only sell top quality new perfect items.
Delivery- Kitchen Heaven only delivers to U.K. mainland. Kitchen appliances and accessories are usually delivered 3-5 working days after your order has been placed. For delivery times of kitchen furniture please contact our advice line. All items must be checked and signed for on delivery by a responsible person. Very occasionally an item may be damaged on delivery, which is why it is essential to open all appliances and check for damage before signing the delivery note. Even if the packaging does not appear to be damaged in anyway, it is worth checking as goods can be damaged before they leave the factory. It will also avoid opening the packet on the day of installation to find the item damaged and not be able to install it. This can also be costly, as you may have booked an installer or engineer. Please note that any damage must be reported within twenty four hours of delivery, we will not accept any claims made after this time. (This does not affect your statutory rights). We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes out of our control. Any dates we specify for the delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the goods. We shall not be liable to you if we are prevented or delayed in performing of our any obligations to you if this is due to any cause beyond our reasonable control eg : an act of God, explosion, flood, fire or accident, war or civil disturbance, strike, industrial action or stoppages of work, any form of government intervention, a third party act or omission, failure by you to give us a correct email or delivery address or notify us of any change of address. If this happens we shall inform you as soon as is reasonably practicable and if these circumstances continue for 30 days either you or we will be free to cancel the contract. If so, we will give you a full refund of any payment we have received from you within 30 days of cancellation.
Cancellations- Up to 24hrs before delivery you can cancel your order and receive a full refund. If you wish to cancel an order after delivery, we allow seven working days from the day after delivery to cancel an order, providing that the item is still sealed in its original packaging and has been kept in good condition. We will charge the cost of transporting the goods back to the warehouse which will be deducted from any refund. We will also deduct the original delivery charge which was charged at the time of sale. The only exception would be in the case of items specifically made for the customer i.e.: custom made ranges, or build to order products like Rangemaster. Usually it is not possible to return these items unless they are faulty/damaged. We ask that any such request be received at your earliest request by telephoning our advice line in the first instance, and then confirming in writing by e-mail, fax or letter. If you wish to cancel an order after seven days after delivery: Should any item fail to operate correctly or not perform to the makers claims, you may, within the first twenty eight days after delivery ask for either a full refund or exchange. This would be subject to allowing the maker to send a qualified representative to inspect the item, and to confirm the item is faulty or not working to their specification. We ask that any such request be received at your earliest request by telephoning in the first instance, and then confirming in writing by e-mail, fax or letter.
Complaints- We have guidelines on how to deal with your complaints promptly and in a fair and reasonable manner. If you wish to make a complaint, we suggest that you make it in writing either by e-mail, fax or letter. Once we have received the complaint, if possible we will respond immediately dealing with the issues raised. If the nature of the complaint requires further investigation, then we will respond within one working day to confirm we have received the complaint. And we will outline how long it should take to deal with, but usually all complaints will be resolved in five working days. We allow up to seven days after delivery for you to inspect your goods for wrong model/colour etc, damage must be reported within 24 hours. Please e-mail or call us at the earliest instance. We will not be able to exchange/refund any goods after this time.