Terms and conditions

1. About us and these terms

These terms apply when you buy a kitchen, fitted bedroom, media wall or other furniture from Primora Interiors Ltd ("we", "us"), whether supplied and fitted or supply only. We are a company registered in England and Wales, company number 11517514, registered office Office 1, Brunswick Road, Brunswick Way, Liverpool, L1 3BN.

To contact us, email hello@primorainteriors.co.uk or call 0333 188 5868. Please read these terms with your quote. If anything in your written quote is different from these terms, the quote applies.

2. Online estimates

The prices from our online estimator and quick price tools are a guide, based on the answers you give and our standard prices. They are not a quote or an offer to sell. Your final price depends on your exact measurements, layout and choices, which we confirm after your design visit.

3. Design visits

Design visits are free and there is no obligation to buy. We measure your room, talk through your ideas and show you door samples, then send you a 3D design and an itemised quote.

4. Your quote

• Your quote lists exactly what is included: units, doors, worktops, appliances, accessories, delivery and, if you choose it, fitting and any other work.
• Quotes are valid for 30 days. After that, prices may change if our suppliers' prices go up.
• Anything not listed in your quote is not included. If you ask for changes or extra work, we will confirm the new price in writing before we go ahead.

5. Placing your order

• To place an order you sign or accept your quote in writing and pay a deposit of 25% of the total.
• Your contract with us starts when we confirm your order in writing.
• Before we order anything from our manufacturer, we check the final design, sizes and colours with you. Please check these carefully: we order exactly what you approve.

6. Paying us

• The balance is due before delivery, unless your quote says otherwise. We will send you an invoice showing the amount due and the date.
• You can pay by bank transfer, or by card where we offer it.
• Beware of fraud: we will never change our bank details by email. If you receive an email saying our bank details have changed, do not pay it. Call us on 0333 188 5868 to check.
• If you do not pay on time, we may delay delivery or fitting until payment is made.
• Your order belongs to you once you have paid in full.

7. Your right to cancel

If you agree your order with us at your home, or online, by phone or by email, you normally have 14 days to change your mind and cancel. The 14 days start on the day we confirm your order.

• Made to measure: your kitchen or furniture is made to your measurements and your choice of colours and finishes. If you ask us to place your order with our manufacturer within the 14 days, you agree that you may not be able to cancel once it has been made to your specification, or that you will pay the costs we cannot get back.
• Fitting: if you ask us to start fitting within the 14 days and then cancel, you pay for the work done up to the point you told us.
• Refunds: if you cancel within your rights, we refund what you have paid, less any amounts above, within 14 days.

To cancel, email hello@primorainteriors.co.uk or call 0333 188 5868. Telling us in writing is best. You can also cancel at any later point, but we may then keep your deposit or charge for costs we cannot recover. These terms do not affect your legal rights.

8. Delivery

• We will agree a delivery date with you. Dates depend on our manufacturer's lead times, so they are estimates until we confirm them, and we will tell you as soon as possible if anything changes.
• Supply-only orders are delivered to your door. The delivery charge is shown in your quote.
• Please make sure someone is home, and that there is clear access and space to store your units.
• Please check your delivery and tell us about any damage or missing items within 48 hours, before anything is fitted. We will replace damaged or missing items as quickly as we can.
• Once your order is delivered, it is your responsibility to keep it safe.

9. Fitting

If your order includes fitting, our team fits everything listed in your quote. To help things go smoothly, we ask you to:

• clear the room, or make sure the old kitchen strip-out is in your quote;
• give us access to the property, power, water and somewhere to park during working hours;
• tell us about anything we should know, such as hidden pipes or cables, or uneven floors and walls you are aware of;
• arrange any electrical, gas and plumbing work with qualified, registered trades, unless it is included in your quote.

Sometimes we only find problems once work starts, such as damp, rotten floors, walls that are badly out of true, or old wiring or pipework. If this happens, we will stop, explain the problem and agree any extra cost with you before we carry on.

Kitchen fitting is building work and creates some noise and dust. We clean up as we go and leave your room tidy at the end of each job. Unless your quote says otherwise, the price does not include decorating, tiling, flooring or plastering.

10. Supply only

• If you choose supply only, you or your own fitter are responsible for fitting your kitchen, and for any damage or faults caused during fitting.
• Please check every unit and door before it is fitted. We cannot accept claims for visible damage or the wrong item once it has been fitted.
• Our 10-year workmanship guarantee only covers fitting by our own team. The manufacturer's guarantees still apply to the products.

11. Worktops, appliances and sinks

• Laminate and composite worktops are fitted by our team. Quartz and other stone worktops are measured (templated) once your units are fitted, then made and fitted later, normally within a few weeks.
• Appliances, sinks and taps come with their own manufacturer's guarantee. Please register your appliances with their manufacturers.
• Natural materials such as solid wood and stone vary in colour and pattern. This is part of their character and is not a fault.

12. Colours and samples

Colours on screen and in photos can look different from the real thing, so we bring real door samples to your design visit. Painted and wood finishes may vary slightly between batches and from samples.

13. Our guarantee

• 10-year workmanship guarantee: if anything we fitted goes wrong because of the way we fitted it within 10 years of fitting, we will put it right free of charge.
• Products: units, doors, worktops, accessories and appliances are covered by their manufacturers' guarantees. We will help you with any claim.
• The guarantee does not cover normal wear and tear, misuse, accidental damage, damage from leaks or work by other trades, or changes made by anyone else.
• Your legal rights are not affected. If what we supply or fit is faulty, not as described, or not done with reasonable care and skill, you are entitled to have it repaired or replaced, or in some cases a price reduction or refund.

14. If something goes wrong

If you are not happy with anything, please tell us as soon as possible: email hello@primorainteriors.co.uk or call 0333 188 5868. We aim to reply within 2 working days and to put things right as quickly as we can.

15. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not using reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

16. Things outside our control

We are not responsible for delays caused by events outside our control, such as severe weather, supplier or transport problems, or illness. If this happens, we will tell you and agree a new date. If the delay is long, you can cancel and receive a refund for anything you have paid for but not received.

17. Your information

We use your personal information as explained in our privacy policy.

18. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.