Naked Kitchens Terms and Conditions

1. About us

We are Naked Kitchens (a trading name of Naked Design Limited, registered company number 16021077 and having its registered office at 48 King Street, King's Lynn, United Kingdom, PE30 1HE). (“Naked Kitchens”, “we”, “us”). We run the Naked Kitchens website through which we offer bespoke cabinetry.

Through the website , we also offer bespoke replacement doors and drawer fronts for sale through our sister company Naked Doors . Naked Doors is a trading name of Norfolk Oak Worktops LLP (registered address: 48 King Street, King's Lynn, United Kingdom, PE30 1HE). Where you request to purchase from us, we will confirm which Naked company will supply you with the goods and services (this will be detailed in the payment address of the invoice). All sales are made strictly subject to these Terms and Conditions.

If you run a business and would like to purchase from us, please contact us as different terms and conditions will apply to you.

2. Contact Information

To contact us, please email us info@nakedkitchens.com or call us on 01328 838854.

If we need 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 when you placed an order with us or when you contacted us.

3. Overview of our design process & how you can order from us

3.1. We offer initial calls or visits, which can be booked through our website or over the phone.

3.2. Following an initial Naked Kitchens’ design consultation, we will typically provide you with a render pack (a visual representation of your designed project) and an invoice detailing a breakdown of your estimated costs, and terms of payment. This is sent subject to these Terms. You have until the expiry date to confirm if you would like to proceed, otherwise we reserve the right to amend the invoice. This invoice will include details of the non-refundable deposit, which we require you to pay to proceed to the next phase of the design process.

3.3. If you accept our invoice, place an order, and pay the deposit in full, this creates a contract between you and us.

3.4. We then proceed with the detailed design phase, where you have the opportunity to make a reasonable number of requests to change the design before we create the final technical design drawing for your project. Where the final technical drawings mean there are changes to the original invoice we shared with you, we will issue a second invoice which reflects your chosen final technical drawings for your project.

3.5. Typically, we then ask for a second (non-refundable) deposit payment to secure your manufacturing slot before we start manufacturing your project. We will confirm these details of this to you in writing.

3.6. If we are not able to source or make any product once your order is placed, we will notify you asap and discuss possible alternatives (or issue a refund, if necessary). If you ask us to make any changes to your order (for example, changing dimensions or adding/removing products), this is entirely at our discretion and additional charges might apply – we will advise you of these before accepting any request and proceeding with the change.

3.7. It is your responsibility to check and confirm that the sizes, shapes and dimensions detailed in our quote and final technical drawings are correct for what you require and that our design and proposed products meet your requirements. Before manufacturing, we will produce an order confirmation which is the basis on which we manufacture. It is also up to you to ensure that sizes, shapes and all the details of your order as detailed in your order confirmation email are correct for what you require.

3.8. You are required to pay us any outstanding balances two weeks prior to your estimated delivery date.

4. Product Information

4.1. General

4.1.1. All key product details will be provided to you in writing. Product and product packaging images are for illustrative purposes only. When working with natural materials, there will inevitably be variances in colour and size and in other respects (see below for further information) and we are not responsible for these variables unless the products are faulty.

4.1.2. The images of products on our website, plus in any renders or technical drawing or designs which we provide to you are for illustrative purposes only. While we strive to represent colours accurately, the actual colour and finish may vary due to your device and screen settings, lighting, substrate, and other variables. Where available, we recommend using our samples in your home to give a clearer indication of the actual colour in your premises. You can also visit our showroom to get a clear understanding of our products.

4.1.3. All works undertaken by us can react differently; we therefore assume a + / - 2 millimetre margin for error per cut. This can mean that unforeseen variations in the product may result in minor breakouts or machine marks.

4.2. Additional Information - Natural Products (Timber, Stone, Worktops)

4.2.1. Timber and natural stone products (including worktops) inherently vary in grain, pattern, and colour. Whilst we go to great lengths to colour match as much as possible, we cannot guarantee any replication of colour and grain pattern from piece to piece.

4.2.2. Natural products can react differently when cut due to natural variations in density and hardness. Given this:

• 4.2.2.1. end grain is naturally prone to movement with atmospheric changes, causing potential dimension changes of up to ±1.5% and occasional small cracks, including along glue lines - these are not manufacturing faults.
• 4.2.2.2. where a design incorporates cut-outs leaving narrow worktop sections, these may crack despite our best efforts, as this can sometimes be unavoidable due to the nature of the material,
• 4.2.2.3. where any of the above happens we may, at our discretion, modify or amend any cutouts or sizes and/or use wax or fillers to repair such cosmetic imperfections. As a consequence, we will take all reasonable steps to avoid any cosmetic imperfections of this kind, but we cannot guarantee that there will be no cosmetic imperfections.
• 4.2.2.4. We take great pride in the hand-finished nature of our products. Due to the bespoke manufacturing process and the use of natural materials, minor variations or characteristics may occur. In accordance with industry standards, any surface blemish that is not visible to the naked eye when viewed from a distance of one meter under natural North Light (normal daylight) shall be considered acceptable and within the contract specification.

4.2.3. Natural products (e.g. marble, stone, granite) and manufactured stones (e.g. quartz, ceramic) may exhibit colour variations, imperfections and sizes from any samples presented

4.2.4. Natural products (e.g. marble, stone, and granite), along with manufactured stones (e.g. quartz and ceramic) often inherently exhibit colour variations, sizes, and unique imperfections. These differences are a natural part of their composition and manufacturing process and so the end product may vary from any samples provided.

4.2.5. Where you are purchasing a fabricated worktop (e.g. made from quartz, stone, or similar), to create your worktop, we must template the worktop at your site to ensure the final product will fit. You agree that:

• 4.2.5.1. you will contact us at least four weeks in advance of your requested worktop templating date to book a templating visit.
• 4.2.5.2. you will only contact us to book your templating date when the project is ready for templating in accordance with the Worksurface Preparation Checklist that we provide to you.
• 4.2.5.3. you will pay us a rescheduling fee if: (i) we attend the templating appointment and either we cannot access the property or it has not been properly prepared as requested; or (ii) you ask to reschedule the templating visit with less than 3 working days’ notice of the appointment time.
• 4.2.5.4. you will ensure that there is a decision-maker on site during our installation work to discuss join positions, appliance positions, and to answer any other questions.

4.3. Additional Information - Paint

4.3.1. Please note the limitations about colours explained in clause 4.1.2. Exact colour matches cannot be guaranteed and you can get the best idea of colour accuracy by requesting a physical sample from us or by coming into our showroom to view samples. Please note that paint colours may vary depending on the base material, primer, and application method used.

4.3.2. We cannot guarantee that any paint ordered in different orders will be exactly the same from one order to another, due to slight variations in dye lots and age of orders.

4.4. Additional Information - Third Party Products

4.4.1. If you request that we purchase products (e.g. fabricated worktops, white goods or appliances, such as sinks, taps, hoods, etc) from third parties on your behalf, you acknowledge and agree that such purchases are subject to the third party’s terms of sale.

4.4.2. Where we agree to buy third party products on your behalf, this is separate to the sale of our own products and services to you. This might mean a different delivery time applies to the delivery of our products compared with any third party products.

4.4.3. Once your third party products order is confirmed and the deposit paid, we will order these from the manufacturer or supplier and provide you with an estimated delivery date. If this date is not materially different to our own estimated delivery timelines, we will let you know as soon as possible.

4.4.4. We are not liable for any delivery delays by the third party manufacturer/supplier. If delays occur, we will do our best to assist, including offering a suitable alternative.

4.4.5. It is your responsibility to follow all instructions, including any installation, safety, maintenance or usage information provided by the seller/manufacturer of the products.

5. Your Responsibilities

5.1. You are responsible for ensuring that all information you provide to us is complete and accurate.

5.2. Our design and planning sessions are for you only and no-one else is allowed to participate, without our prior agreement. Many of our clients work with interior designers in relation to their project, but we will always need you (not your designer, or any other person) to sign-off on the plans and designs which we create for you, including where we have incorporated elements requested by your interior designer on your behalf.

6. Delivery

6.1. Our website sets out indicative delivery fees for UK-deliveries. Indicative delivery fees for non-UK deliveries can be provided on request. Your estimated delivery costs and charges will be detailed in our invoice.

6.2. We will confirm our estimated delivery dates to you once you pay your deposit to start the manufacturing of the products. While we provide indicative delivery dates in good faith, we cannot guarantee delivery dates.

6.3. You are responsible for ensuring that the delivery unloading point is safe and suitable for the delivery.

6.4. Deliveries must be signed for by you or someone (over the age of 18) who you have nominated to accept delivery on your behalf.

6.5. All deliveries are made by a single driver and are to kerbside only. You must provide assistance with unloading and ensure that anyone you ask for help with this understands the risks of helping you. If a driver chooses to assist you with carrying goods into your premises, this is at your risk as it is outside of the scope of the delivery service. If the goods are unusually heavy and we notify you in advance that additional assistance is required for unloading, it is your responsibility to find other people to help with the unloading.

6.6. We reserve the right to charge you for any additional delivery or storage costs which we incur due to your failure to do or not do something we have reasonably asked you to do (e.g. if no-one is at the site to accept a delivery, or if preparatory work has not been completed so that we cannot deliver or (if applicable) install the products at your site). Where this occurs, we will invoice you for our reasonable additional costs and charges, including storage, handling, insurance, and redelivery costs.

• 6.6.1. Where a delivery week has been agreed and the Client subsequently requests that delivery is postponed to a later date or delivery week, we reserve the right to charge reasonable storage fees from the originally agreed delivery week until the products are delivered.

6.7. If we have to store the products for longer because you have failed to collect them or accept delivery of them, while we will use reasonable endeavours to store the items carefully, you acknowledge and accept that such storage may be in unheated conditions and that, given timber is a natural product, some movement may occur over time. We will not be liable for any such movement or natural changes to the product.

6.8. If delivery is delayed by an event outside our reasonable control, such as the raw materials being withdrawn from sale or if their sale or delivery to us will be delayed, or delays due to postal or courier services, we will contact you as soon as possible to let you know. As long as we do this, we won't compensate you for the delay.

6.9. Once delivered to kerbside at your premises:

• 6.9.1. you are responsible for the products (e.g. responsibility and liability for the products passes to you), including their safe storage; and
• 6.9.2. unless agreed in writing with us, it is your responsibility to arrange for the products to be installed, following the installation and care instructions we provide for you.

6.10. It is your responsibility to unpack and check all products received within 48 hours of delivery and to notify us of any issues.

6.11. Once we deliver the products (including after they have been installed, where anyone other than us is doing the installation work), you are responsible for ensuring cabinetry, including any free-standing units, is properly secured to structurally sound surfaces by a qualified person in accordance with our installation instructions. We are not liable for any incidents of tipping, instability, or resulting damage or injury due to the unsecure, unsafe or improper installation of your products.

7. Installation by us

7.1. Where agreed with us in writing, we will install your products at the site for you using reasonable skill and care and in accordance with good industry practice.

7.2. You understand that if we perform the installation work, you are responsible for ensuring that all fixing surfaces, walls, and structures are suitable, safe, and capable of supporting the products. You understand and accept that our Company’s installers cannot verify or guarantee the structural integrity of any surface to which cabinetry or other products are fixed, and that any issues arising from inadequate or unsuitable structures remain your responsibility.

7.3. You are responsible for ensuring that the installation area is fully cleared, empty, and ready for installation prior to the agreed installation date. This includes the removal of all existing cabinetry, appliances, furniture, personal belongings, and any other obstructions, unless otherwise agreed with us in writing. If the installation area is not ready on arrival and this prevents or delays installation, we reserve the right to treat this as a delayed or abortive visit and to charge additional costs in accordance with these terms.

7.4. We do not undertake plumbing, electrical, or skilled carpentry (unless otherwise arranged and agreed with us). It is your responsibility to arrange these services, if you require them.

7.5. If there is a gap between delivery and completion of the installation services you are responsible for ensuring that appropriate, safe, and adequate storage facilities are available for the products upon delivery (i.e. you are responsible for them, as explained in clause 6.9.1). We will not be held liable for any loss, damage, or costs that arise from a failure to meet this requirement, and you agree to indemnify us against such claims.

7.6. Where installation by us has been agreed and scheduled, and the Client delays, postpones, or cancels the installation at short notice, we reserve the right to charge an additional abortive visit or cancellation fee. This is to reflect costs incurred and the loss of opportunity to allocate our installers and installation resources to other work where insufficient notice is given.

8. Prices and charges

8.1. Our pricing, including delivery (and, if applicable, installation costs) is set out in our invoice. If we later discover an error in the price of products or services you have ordered:

• 8.1.1. Where the correct price is less than the price stated in our invoice, we will charge the lower amount when dispatching the products to you.
• 8.1.2. Where the correct price is higher than the price stated in our invoice, we will contact you to inform you of this error and we will give you the option of continuing with your purchase at the correct price or cancelling the affected part of your order.

8.2. All prices on our website and on our invoices include VAT at the current rate unless otherwise stated.

8.3. Please note that 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 in full before the change in the rate of VAT takes effect.

8.4. You agree to pay us in accordance with the timescales set out in our invoice(s). If no timescale is specified, you must pay us within 30 days of the date of the invoice.

8.5. We own the products (including any third party products) until full payment is received.

9. Your rights if there is a problem with our products - warranty

9.1. General

9.1.1. Our warranties and any applicable third party warranties apply to the person(s) who purchased the products from us. They are not transferable to any other person.

9.2. Our products

9.2.1. We reserve the right to repair or replace the item, at our discretion. You agree that we may visit your premises to inspect any potential fault and either remove the item for repair or carry out remedial work at the premises, as we deem appropriate.

• 9.2.1.1. Where the repair under the warranty would involve excessive cost disproportionate to the cost of the item we have (entirely at our discretion) the option to refund that item.

9.3. Exclusions from our products warranty

9.3.1. Our warranty does not cover any issues arising from:

• 9.3.1.1. Your negligence or misuse of the product.
• 9.3.1.2. Your failure to store, install (this includes using any recommended finishing oil for worktops), use or maintain the products in accordance with our instructions.
• 9.3.1.3. Your alteration or repair of the product other than in accordance with our instructions.
• 9.3.1.4. You moving or relocating the product from the area where it was designed to be used (e.g. we supply products for your kitchen, you move some of them into another room).
• 9.3.1.5. Normal wear and tear resulting from typical usage of the product in a private, domestic setting. This includes degradation of colour, which may occur over time due to fair wear and tear.
• 9.3.1.6. Damage caused by you or by a third party.
• 9.3.1.7. Damage caused by events outside of our reasonable control;
• 9.3.1.8. Damage due to non-domestic or public usage;
• 9.3.1.9. Damage or degradation to any glass.
• 9.3.1.10. Liability for third-party products not manufactured by us (see next section, below).

9.4. Third party products

9.4.1. We will pass on any third party warranties relating to such purchases to you. It is your responsibility to register your warranty with the third party manufacturer (where applicable. You acknowledge and accept that we do not provide any additional warranties in relation to such third party products.

9.5. Non-UK orders

• 9.5.1.1. Any replacements will be parts only.
• 9.5.1.2. Replacements will be made available for collection, with shipping the responsibility of the Customer.
• 9.5.1.3. This includes orders whose original delivery was arranged by us

9.6. We may ask you to provide evidence of purchase, to confirm that the warranty period still applies and to return the product to us. When you contact us, we will explain how to return the items to us and we will cover the costs of this, provided our instructions about the return are followed. If we repair or replace a product through the warranty process this does not extend or renew the warranty period and your warranty continues to run from the original date of purchase.

9.7. If you have purchased the product in connection with running a business, this warranty does not apply to you and please refer instead to the terms of sale agreed between your business and us.

9.8. If you think there is something wrong with your product, please contact our Customer Service Team using the contact details in the Contact Information section above.

10. Returns

10.1. Bespoke/made to order products cannot be returned because you have changed your mind.

10.2. For help with returns, please contact our Customer Service Team by using the contact details in the Contact Information section above.

10.3. We recommend you obtain proof of postage as evidence that you have returned the product(s) to us. If you don’t do this and the products are not received or they are not received or within a reasonable time we won't refund you the price you paid for them.

11. Intellectual property rights

11.1. We are the sole owner or authorised licensee of all intellectual property rights in (i) our website, (ii) all content, materials, and data published on or through it, and (iii) any images, designs, concepts, works, or other materials (“Work Product”) that we create, develop, or deliver to you during the course of providing our services (“Protected Materials”). Protected Materials are protected by applicable intellectual property laws, treaties, and proprietary rights worldwide. All such rights, titles, and interests are strictly reserved.

11.2. Subject to your full and continued compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, and revocable licence to access and use the website and any Protected Materials solely for your personal (non-commercial) purposes, as expressly permitted by us.

11.3. Except as expressly provided in these Terms or required by applicable law, you may not, without our prior written consent: (a) copy, reproduce, republish, redistribute, modify, adapt, translate, create derivative works from, display, sell, license, or otherwise exploit any part of the website or any Protected Materials; (b) reverse engineer, decompile, or disassemble any functionality of the website or Protected Materials; or (c) attempt to circumvent any security features or restrictions on use.

11.4. You may print off one copy or download extracts of any page(s) from the website for your personal use, or to draw the attention of others within your organisation, provided always that you do not remove, obscure, or alter any copyright or proprietary notices.

11.5. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences, graphics, or design elements separately from any accompanying text or context originally provided.

11.6. Our status (and that of any identified contributors) as authors and owners of content, materials, or designs on the website or in any Work Product must always be acknowledged in all uses.

11.7. You must not use any content or Work Product from our website or delivered by us for any commercial purpose without first obtaining our explicit written consent or a separate licence from us or, where applicable, our licensors.

11.8. If you print off, copy, download, or otherwise use any part of the website or Protected Materials in breach of these Terms, your right to use the website or Work Product will cease immediately. At our discretion, you must return or destroy any copies of the materials you have made, and we reserve all rights and remedies in connection with such breach.

12. Changes to products/services and these Terms

12.1. We can always change a product/service:

• 12.1.1. to reflect changes in relevant laws and regulatory requirements;
• 12.1.2. to make minor technical adjustments and improvements which don’t affect your use of the product/services;
• 12.1.3. to reflect changes made by us (in relation to our own-branded products) or by the third party supplier (where the product is manufactured by a third party brand). If such changes would likely have a significant impact on your use of the product, we will let you know in advance by email and give you the option to cancel that particular product from your order.

13. Suspending or withdrawing the supply of products/services

13.1. We can suspend the supply of products/services to:

• 13.1.1. deal with technical problems or make minor technical changes;
• 13.1.2. update the product/services to reflect changes in relevant laws and regulatory requirements; or
• 13.1.3. make changes to the product/services (see “Changes to products/services and these Terms”).

13.2. If we need to suspend supply, we will let you know in advance unless the problem is urgent or an emergency. If we need to suspend supply for more than four weeks, you can contact our Customer Services Team to end the contract and we'll refund any sums you've paid in advance for products/services you won't receive. You can contact our Customer Service Team by using the contact details in the Contact Information section above.

14. When we can end our contract with you

14.1. We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• 14.1.1. you don't make any payment to us when it's due and you still don't make payment within seven (7) days of our reminding you that payment is due;
• 14.1.2. you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, you fail to provide full delivery details;
• 14.1.3. you don't, within a reasonable time, allow us to deliver the product to you or collect it from us.

15. Our liability to you if something goes wrong

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

15.2. Please see our warranty for details of what it covers and its limitations (see section “Your rights if there is a problem with a product - warranty” above).

15.3. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• 15.3.1. Unexpected and it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• 15.3.2. Caused by a delaying event outside our control.
• 15.3.3. Something you could have avoided by taking reasonable action, including following our reasonable instructions for assembly, use or maintenance.

15.4. You understand and agree that we only provide our website for domestic and private use. You agree not to use our website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. All purchases by businesses are subject to separate business terms and conditions, which we will provide you with on request.

16. Marketing & Photography

16.1. If you grant us permission to photograph or video your project in your home, you agree that the copyright for all such media belongs exclusively to us. You hereby grant us an irrevocable, royalty-free right to use these images and videos for any purpose, including marketing, social media, and promotional materials, without further notice or compensation.

17. Complaints

We hope you will enjoy your products and your experience of purchasing from our us. If you need to contact us for any reason, please contact our Customer Services Team by using the contact details in the Contact Information section above.

18. Other important terms which apply

18.1. We can transfer our contract with you, so that a different organisation is responsible for supplying services. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

18.2. You can only transfer your contract with us to someone else if we agree to this.

18.3. These Terms are the entire agreement between us and they supersede all other previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.

18.4. You and we each agree that in entering into this agreement neither of us relies on, and shall have no remedies in respect of, any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. Nothing in these Terms will limit or exclude any liability for fraud.

18.5. 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.

18.6. 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.

18.7. 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.

18.8. These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.