Terms & Conditions

Our terms

  1. These terms
    • What these terms cover. These are the terms and conditions on which we supply products to you.
    • Why you should read them. Please read these terms carefully before you submit your order to us. 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, please contact us to discuss.
    • Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
  • You are an individual.
  • You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).

Provisions specific to consumers only are in blue and those specific to businesses only are in green.

  • If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
  1. Information about us and how to contact us
    • Who we are. We are a supplier of bespoke kitchen, bedroom, and office furniture as well as bathroom products, furniture and home accessories. We are 3D Kitchens Limited (trading as House & Haven).  We are a company registered in England and Wales with company number 06853600. Our registered office is at Mucklow Hill Corner, Mucklow, Halesowen, West Midlands, England, B62 8BW. Our registered VAT number is 971497969.
    • How to contact us. You can contact us by telephoning our customer service team at +44(0) 121 794 6693 or by writing to us at info@houseandhaven.co.uk or Mucklow Hill Corner, Mucklow, Halesowen, West Midlands, England, B62 8BW.
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • We do not install any products. We do not install any install any products we sell, nor do we recommend any installers. You are responsible for sourcing a suitably qualified installer and details may be available on industry body websites.  However, we are not responsible for your choice of installer, nor for any defective installation of our products by any installer.
    • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  2. Our contract with you
    • Process before we can accept your order. As the majority of our kitchens, bedrooms and home office furniture is bespoke made to measure, we follow the process below.
      • 3D Images. For bespoke and made to measure products, we provide you with a 3D plan based upon measurements that you have provided.  You are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure in our brochure or on our website, or by contacting us.
      • Dimensional Plan. If you would like a dimensional plan of the design of your products, we can provide you with this subject to the payment of a charge we will inform you of during the process.   If you place an order with us for the products using the procedure below, this charge will be deducted from the price of the products.   This dimensional plan is based upon measurements that you have provided.  You are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure in our brochure or on our website, or by contacting us.
      • Installation sign off required before you can place an order. You cannot place an order with us for any bespoke products unless and until your chosen installer has carried out an inspection of the installation location and approved in writing the dimensional plan provided by us or any updated dimensional plan requested by your installer.
      • We take no responsibility for any installation sign-off. Any bespoke products supplied will be based on the dimensions and measurements checked and approved by your installer.  As each of you and we are reliant on your installer checking and approving the dimensions contained in the dimensional plan, we accept no responsibility if the products supplied in accordance with the approved dimensional plan do not fit.
    • Validity of quotes.
    • How we will accept your order.  Any quotes we provide are valid for a period of 20 days.  Our acceptance of your order will take place when we tell you that we are able to provide you with the product, which we will also confirm in writing to you, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
    • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
    • We only sell to the UK. Our brochure and website are solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK.
  3. Our products
    • Products may vary slightly from their pictures. The images of the products in our brochure or on our website 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 or the printed pictures in our brochure accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some of our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website or in our catalogue or brochure have a 2% tolerance.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website or in our catalogue or brochure.
    • Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure in our brochure or on our website, or by contacting us.
  4. Your rights to make changes
    • If you wish to make a change to the product you have ordered please contact us. 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 product, the timing for delivery 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.
  5. Our rights to make changes
    • Minor changes to the product. We may change the product: (i) to reflect changes in relevant laws and regulatory requirements; or (ii) to implement minor technical adjustments and improvements, for example safety standards.
  6. Providing the products
    • Delivery costs. The costs of delivery will be as told to you during the order process / set out in our current price list.
    • When we will provide the products. During the order process we will let you know when we will provide the products to you. Typically, the delivery time frames for:
      • bespoke kitchens, bedrooms, or home offices can be between 8 to 10 weeks of your order; and
      • bathroom products is between 1 to 2 weeks of your order.

We will deliver it your order as soon as possible and we will contact you to agree a delivery  date, which will be within 90 days after the day on which we accept your order (for bespoke kitchens, bedrooms, or home offices) and 30 days after the day on which we accept your order (for bathroom products).

  • We are not responsible for delays outside our control. If our delivery of the products is delayed by an event outside 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 caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
  • Deliver to a ground floor room. Our delivery team will deliver the products to a ground floor room of your choice as long as it is safe to do so. You must ensure that our delivery team have clear and safe access to deliver the products to your chosen ground floor location.
  • Collection by you. In the unlikely event you have asked to collect the products from our premises, you can collect the products from us at any time during our working hours of 9am to 5pm on weekdays by prior agreement with us.
  • If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery.
  • If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs (since we will have specifically agreed a date for initial delivery). If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.
  • When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us.
  • When you own the products. You own the products once we have received payment in full.
  • What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, confirmation from your installer of any dimensional kitchen plan provided is accurate, confirmation that the electrical infrastructure of your property will meet the requirements of the products ordered and your gas supply is also sufficient, and you have sufficient storage space to take delivery prior to installation beginning, or other specific details relating to your order. If so, this will have been stated in the description of the products in our brochure or on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (see clause 1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
  • Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
    • deal with technical problems or make minor technical changes;
    • update the product to reflect changes in relevant laws and regulatory requirements;
    • make changes to the product as requested by you or notified by us to you (see clause 6).
  • Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days past any estimated time provided to you under the order process and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
  • We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 13.7). As well as suspending the products we can also charge you interest on your overdue payments (see clause 13.5).
  • Please do not arrange installation until after you have opened the product(s). Please do not schedule or commit to any third-party products or services (such as hiring an installer to install the products) until after the products have arrived and you have checked they are complete and undamaged. We will not be liable for any third-party costs (including cancellation or call-out fees) which result from the products not arriving on time or in working order.
  1. Your rights to end the contract
    • You can always end the contract for supply of a product before it has been delivered and paid for. You may contact us to end your contract for a product at any time before we have delivered it and you have paid for it, but in some circumstances we may charge you for doing this, as described below. Of course, you always have rights where a product is faulty or mis-described (see clause 10 if you are a consumer "If there is a problem with the products" or clause 11 if you are a business).
    • What happens if you have good reason for ending the contract. If you are ending the contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly and you may also be entitled to further compensation. The reasons are:
      • we have told you about an error in the price or description of the product 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;
      • we have suspended supply of the product for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
      • you have a legal right to end the contract because of something we have done wrong.
    • What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause 2, then the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) any loss we suffer, as compensation for the net costs we will incur as a result of your doing so. We will try and sell the products you ordered and cancelled, and the refund we will pay to you will be the amount we sell your unwanted products up to the maximum amount you paid – but we may not be able to recover the full amount of the payment you have made.
    • Returning products after ending the contract. If you end the contract after products have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us. If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal rights to end the contract because of something we have done wrong then we will pay the costs of return. In all other circumstances you must pay the costs of return.
  2. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, confirmation from your kitchen installer that the kitchen plan is accurate;
      • you do not, within a reasonable time, allow us to deliver the products to you.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you for the net costs we will incur as a result of your breaking the contract. We will try and sell the products you ordered and cancelled, and the refund we will pay to you will be the amount we sell your unwanted products up to the maximum amount you paid – but we may not be able to recover the full amount of the payment you have made.
    • We may withdraw the product. We may write to you to let you know that we are going to stop providing the product, for example, due to manufacturing issues. We will let you know at least 14 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
  3. If there is a problem with the product
    • How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our consumer service team at +44(0) 121 794 6693 or by writing to us at info@houseandhaven.co.uk or Mucklow Hill Corner, Mucklow, Halesowen, West Midlands, England, B62 8BW. Alternatively, please speak to one of our staff in-store.
  4. Your rights in respect of defective products if you are a consumer
    • Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

up to 30 days: if your goods are faulty, then you can get an immediate refund.

up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

  • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on +44(0)121 794 6693 or email us at info@houseandhaven.co.uk for a return label or to arrange collection.
  • Warranty policy. Without affecting your legal rights, we will supply you with the warranty details for your products at the time you place your order or shortly thereafter.  We may not be responsible for damage to the goods under any warranty if:
    • the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product;
    • the defect arises as a result of not following any instructions supplied by us with the product(s);
    • you alter or repair the product without our written consent; or
    • the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
  1. Your rights in respect of defective products if you are a business and general terms
    • If you are a business customer we warrant that on delivery, and for a period of 12 months from the date of delivery (warranty period), any products which are goods shall:
      • conform in all material respects with their description and any relevant specification; and
      • be free from material defects in design, material and workmanship.
    • Subject to clause 3, if:
      • you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the warranty set out in clause 1;
      • we are given a reasonable opportunity of examining such product; and
      • you return such product to us at our cost,

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full.

  • We will not be liable for a product's failure to comply with the warranty in clause 1 if:
    • you make any further use of such product after giving a notice in accordance with clause 2(a);
    • the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
    • the defect arises as a result of not following any drawing, design or specification supplied by us with the product(s);
    • you alter or repair the product without our written consent; or
    • the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
  • Except as provided in this clause 12, we shall have no liability to you in respect of a product's failure to comply with the warranty set out in clause 1.
  • These terms shall apply to any repaired or replacement products supplied by us under clause 2.
  • You are not an official re-seller. Whilst you may be purchasing our products for the basis of re-sale, you are not and are not entitled to describe yourself as one of our official resellers.
  • Intellectual property rights. The products are our (or our licensors’) intellectual property and nothing in these terms shall confer any licence or grant any rights in relation to in relation to the products or our trademark(s).
  • Indemnity. If you are contracting as a business customer you agree to indemnify us for any loss, damage or injury which occurs to any persons or property and any claims, actions and expenses or liabilities that we suffer as a result of your negligence or breach of these terms.
  1. Price and payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price set out in our price list in force at the date of your order unless we have agreed another price in writing. We use our best efforts to ensure that the price of product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product (including delivery costs) in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may terminate the contract, refund you any sums you have paid and require you to return the product at our expense.
    • When you must pay and how you must pay. We accept payment by way of debit card, credit card and BACS payment. Unless set out on any order form we issue (for example, were you take out any credit finance for the products), you must pay for:
      • 50% of the price of the products (including delivery) at the time you place your order in order to enable us to purchase the materials for your order and to start manufacturing them; and
      • the unpaid balance of the price of the products (including delivery) before we dispatch them. We will contact you when we have a delivery date so that you can pay the balance.
    • Our right of set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
    • We can charge interest if you pay late. 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 4% a year above the base lending rate of HSBC Bank plc 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.
    • What to do if you think an invoice is wrong. If you think an invoice 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 invoiced sums from the original due date.
  2. Our responsibility for loss or damage suffered by you if you are a consumer
    • We are responsible to you for foreseeable loss and damage caused by us. 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 this contract or our failing to use reasonable care and skill, but, except as set out in clause 2 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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods, including the right to receive goods which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; and for defective products under the Consumer Protection Act 1987.
    • We are not liable for business losses. 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.
    • Other losses which we are not liable for. We do not accept any liability for:
      • loss or damage which arises as a result of any modification of the products, or where the products being used in a manner which is inconsistent with the instructions provided or any health or safety warnings attached to the product; or
      • third-party costs (such as the costs of calling out or cancelling an installer).
  1. Our responsibility for loss or damage suffered by you if you are a business
    • Nothing in these terms shall limit or exclude our liability for:
      • death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
      • fraud or fraudulent misrepresentation;
      • breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or
      • defective products under the Consumer Protection Act 1987; or
      • any matter in respect of which it would be unlawful for us to exclude or restrict liability.
    • Except to the extent expressly stated in clause 1 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
    • Subject to clause 1:
      • we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us (including any third-party costs such as the costs of calling out or cancelling a plumber); and
      • our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100 per cent of the total sums paid by you for products under such contract.
  1. How we may use your personal information
    • How we may use your personal information. We will only use your personal information as set out in our privacy policy
  2. Other important terms
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.
    • Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date..
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.