Service Policy

What this policy covers

This policy describes how KUTCHENHAUS THEALE LTD handles questions and order requests on kutchenhausltd.com. Company number 14863205. 19 High Street, Theale, Reading, England RG7 5AH. [email protected]. +441183571988.

Payment, delivery, returns, privacy, and cookies are set out in their own policies. This page explains the service around those steps. It does not add an installation, design, or surveying service unless a written confirmation says that we will provide one.

The shop is in English, for customers in the United Kingdom. We reply in English. If you write in another language, we still reply in English where the question is clear.

What you can expect

We aim to describe each cabinet and worktop clearly enough for you to compare construction, size, and finish before you send a request.

We aim to reply to emails and the contact form on business days. We do not promise a fixed number of hours. If your question depends on a measurement or a finish, the reply will wait until we have the detail we asked for.

Messages about an order you have already sent are service messages. They are separate from the newsletter, which you can leave at any time.

Information we need from you

For a cabinet run, tell us the widths you are considering, the finish, and anything that affects a corner or a tall unit, such as a doorway.

For a worktop, tell us the length you need and whether a sink or hob cut-out is planned. A cut-out is not assumed from the catalogue photograph.

If you are writing about an existing request, include the reference, the name on the request, and the email you used.

Order handling

Submitting the basket asks us to review it. We check the lines, options, and whether we can supply them to a United Kingdom address. We confirm, ask a question, or explain why we cannot proceed.

A contract starts when we confirm in writing, not when the basket is submitted. If a product is no longer available, we will say so and will not substitute a different finish or length without your agreement.

A confirmation states what we will supply, the price in pounds sterling, and how to pay. A later message that conflicts with the confirmation applies only if we amend the confirmation in writing.

We acknowledge a complaint on a business day and say if a document is still missing. A fault that needs photographs and a comparison with the product page can take longer than a question about a width.

Errors on the website

We correct pricing, stock, and description errors when we find them. If you sent a request that relied on an obvious mistake, we will tell you the correct position before we ask you to pay.

The site can be unavailable for short periods for maintenance. An interruption does not by itself create an order.

Complaints

If you are unhappy with a reply, a product, or an order, email [email protected] with the reference and what you want us to do. We will look at the confirmation, the product page, and any photographs you send.

If we cannot resolve a consumer complaint, you may be able to use an alternative dispute process or the courts, and you can contact Citizens Advice for guidance. This policy does not remove those routes.

Limits of the catalogue service

Product descriptions are not a structural survey of your room and are not a fitting instruction for gas, electric, or plumbing work.

You are responsible for checking that a unit will fit the space and that any tradesperson you appoint follows the manufacturer’s fitting guidance. We remain responsible for the goods matching the confirmed description and for the statutory quality rights described in the Returns Policy.

We do not discuss an order with someone who cannot give the name, email, or reference on the request. That protects the details described in the Privacy Policy.