Consumer Goods, Services Terms and Conditions.

1. These Terms

1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods or services.

1.2 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 terms, please contact us to discuss.

2. Information About Us And How To Contact Us

2.1 Who we are. We are Ashley Ann Limited a company registered in Scotland. Our company registration number is SC098823 and our registered office is at Unit 4a, Airport Industrial Estate, Wick, Caithness, KW1 4QS.

2.2 How to contact us. You can contact us by telephoning our customer service team at 01955604433 or by writing to us at enquiries@ashleyann.co.uk.

2.3 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.

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our Contract With You

3.1 How we will accept your order. 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.

3.2 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 of unexpected limits on our resources which we could not reasonably plan for, 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.

3.3 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.

3.4 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 accept orders from addresses outside the UK.

4. Our Products

4.1 Products may vary slightly from their pictures. The images of the products in our brochure are for illustrative purposes only. Although we have made every effort to display 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 our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated in our catalogue or brochure have a 2% tolerance

4.2 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.

5. 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 of supply 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.

6. Our Rights To Make Changes

6.1 Minor changes to the products. We may change the product:

(a) To reflect changes in relevant laws and regulatory requirements; and
(b) To implement minor technical adjustments and improvements. These changes will not affect your use of the product.

7. Providing The Products

7.1 Delivery costs. The costs of delivery will be as told to you during the order process.

7.2 When we will provide the products. During the order process we will let you know when we will provide the products to you.

7.3 We are not responsible for delays outside our control. If our supply 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.

7.4 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.

7.5 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.2 will apply.

7.6 If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 9.2 will apply.

7.7 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.

7.8 When you own goods. You own a product which is goods once we have received payment in full.

7.9 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, measurements. If so, this will have been stated in the description of the products in our brochure. 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 9.1) 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.

8. Your Rights To End The Contract

8.1 You can always end the contract for the supply of a product before it has been completed . You may contact us to end your contract for a product at any time before we have delivered it or completed supplying it and you have paid for it, but in some circumstances we may charge you for doing so, as described below. Of course, you always have rights where a product is faulty or mis-described (see clause 10, “If there is a problem with the products”).

8.2 What happens if you have a good reason for ending the contract . If you are ending a 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:

(a) We have told you about a change to the product or these terms which you do not agree to;
(b) 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;
(c) There is a risk that supply of the products may be significantly delayed because of events outside our control; or
(d) You have a legal right to end the contract because of something we have done wrong.

8.3 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 8.2, then the contract will end immediately and we will refund any sums paid by you for products not yet manufactured but we may deduct from that refund (or, if you have not made an advance payment, charge you). For the avoidance of doubt no commitment payment or deposit will be returned.

9. Our Rights To End The Contract

9.1 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:

(a) 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;
(b) 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, measurements;
(c) You do not, within a reasonable time, allow us to deliver the products to you; or
(d) You do not, within a reasonable time, allow us access to your premises to supply the services.

9.2 You must compensate us if you break the contract . If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract including the cost of manufacturing products you have ordered.

10. If There Is A Problem With The Product

10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01955604433 or write to us at  enquiries@ashleyann.co.uk or Unit 4a Airport Industrial Estate, Wick, Caithness, KW1 4QS. Alternatively, please speak to one of our staff in-store. If we deliver a product to you, you must inspect it within 24hours and let us know if there is a problem as soon as possible.

10.2 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.

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.

If your product is goods, for example furniture, 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. (This right would apply to off the shelf products such as electrical items, plumbing fixtures & ironmongery purchased from us but would not apply to kitchen, bathroom, bedroom furniture & worktops).
  • 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.
  • If your product is services, for example kitchen installation, the Consumer Rights Act 2015 says:
  • You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
  • If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must allow us to collect them from you. This option is unlikely to be available for bespoke products that we have manufactured for you.

10.4 Your right to a repair . We, Ashley Ann Limited of Unit 4a, Airport Industrial Estate, Wick, Caithness, KW1 4QS, offer the following guarantee which is in addition to your legal rights (as described in clause 10.2) and does not affect them. For kitchens manufactured by us and used in a domestic environment, we will provide a lifetime guarantee on production by you of a proof of purchase document in respect of cabinets, hinges, drawers, plinths, legs, cover panels and mouldings and a 10 year guarantee on production by the Customer of a proof of purchase document in respect of doors/drawer fronts, laminate worktops, handles and knobs. This guarantee is only offered to consumers resident in the UK.

10.5 Transferring our guarantee . You may transfer our guarantee at clause 10.4 to a person who has acquired the product or, where the product is services, any item or property in respect of which we have provided the services. 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, for example evidence of the house sale.

11. Price And Payment

11.1 Where to find the price for the product. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.

11.2 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 in full before the change in the rate of VAT takes effect.

11.3 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, 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 end the contract and refund you any sums you have paid.

11.4 When you must pay and how you must pay . We accept payment with most debit & credit card issuers (full list & breakdown available on request) or by bank transfer. When you must pay depends on what product you are buying:

(a) For goods, you must pay for the products 7 days before we dispatch them.
(b) For services, you must make an advance payment of 100% of the price of the services, before we start providing them.

11.5 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 Bank of Scotland 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.

11.6 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.

11.7 Where you pay us a Deposit or Commitment payment. These will not be refunded to you if you cancel an order or change your mind about proceeding.

12. Our Responsibility For Loss Or Damage Suffered By You

12.1 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 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.

12.2 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 products including the right to receive products 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; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987

12.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services or for damages caused to paintwork or tiling if we remove existing units.

12.4 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.

13. How We May Use Your Personal Information

13.1 How we will use your personal information. We will use the personal information you provide to us:

(a) To supply the products to you;
(b) To process your payment for the products; and
(c) If you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.

13.2 We will only give your personal information to third parties where the law either requires or allows us to do so

14. Other Important Terms

14.1 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.

14.2 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 do not need our agreement to transfer the benefit of our guarantee in clause 10.4 (see clause 10.5).

14.3 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 10.4 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.

14.4 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.

14.5 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. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings . These terms are governed by Scots law and you can bring legal proceedings in respect of the products in the Scottish courts. If you live in England you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

Credit is subject to status and affordability. Terms and conditions apply.
Ashley Ann Ltd, Unit 4 Airport Ind. Est., Wick Airport, Wick, KW1 4QS (Register no. 819935) is a credit broker and is authorised and regulated by the Financial Conduct Authority. Credit provided by Hitachi Personal Finance, a trading style of Hitachi Capital (UK) PLC, authorised and regulated by the Financial Conduct Authority (Register no. 704348).