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TERMS & CONDITIONS
These Terms & Conditions set out the agreement between Jackson Hale Ltd, company number: 17477138, registered office: The Old Farm House, Low Crompton Road, Royton, OL2 6YP and the customer for the supply, preparation and installation of kitchen restoration works. They explain what is included, how the process works, and the responsibilities of both parties. By approving the design and quotation, the customer confirms that the agreed style, colour, finish and scope have been checked and accepted. Where the customer provides measurements, those measurements must also be checked and accepted; where Jackson Hale takes the final measurements, we remain responsible for carrying out that service with reasonable care and skill. These Terms also outline quotations, deposits, bespoke manufacture, fitting, payment expectations, cancellation rights, workmanship standards, defects, complaints and limitations of liability. Please read them carefully, as they form part of the contract once the order is accepted.
Contract documents: These Terms should be read with your Quotation, Design Sheet, Measurement Sheet and Order Confirmation. Job-specific details in those documents form part of the contract.
Scope of Works
The works include only what is listed in the Quotation, Design Sheet, Measurement Sheet and Order Confirmation. Jackson Hale may supply and fit replacement kitchen doors, drawer fronts, panels, trims, handles, worktops and related finishing items where these are specifically included in the agreed scope.
Unless expressly stated in writing, the works do not include structural work, building alterations, flooring, decorating, gas work, plumbing, electrical work, appliance repairs or other services outside the agreed kitchen restoration scope. Any additional work must be agreed as a variation before it is carried out, except where immediate action is reasonably required for safety.
Quotations & Contract Formation
A quotation is based on the information available at the time it is prepared and is valid for the period shown on the quotation. Prices, specifications and availability may change if the quotation is not accepted within that period.
A binding contract is formed when you accept the quotation and Jackson Hale confirms the order in writing, subject to receipt of any deposit or other payment stated as due. We will not normally place supplier or manufacturing orders until the required approval and payment have been received.
The quotation will state the total price for the agreed works and will show VAT where applicable. Any item not included in the quotation is not included in the contract.
Final Design & Colour Confirmation
The customer confirms that the chosen style, colour, finish, handles, worktop, layout and other design selections shown in the agreed documents are correct. Colours and finishes viewed on phones, tablets or computer screens can differ from physical samples, and appearance can change depending on lighting.
Where practical, physical samples should be used for final colour and finish selection. Minor differences between samples and finished products may occur because of lighting, texture and manufacturing batches.
Measurements & Fitment
Many Jackson Hale products are made-to-measure. Final production dimensions will be based on the Measurement Sheet and the approved design. Where Jackson Hale takes the measurements, we will do so with reasonable care and skill. Where the customer or a third party supplies dimensions, the customer is responsible for ensuring those dimensions are accurate.
If an item has to be remade because measurements supplied by the customer or their third party were incorrect, the reasonable additional cost may be payable by the customer. This does not apply where the error was caused by Jackson Hale.
Changes After Approval
Any requested change to the agreed design, specification, quantity, measurements, fitting requirements or scope must be made in writing. We will confirm whether the change is possible and any effect on price or timescale before proceeding.
Once bespoke goods or materials have been ordered or manufacturing has begun, changes may be impossible or may involve additional supplier, remanufacturing, delivery or labour costs. We will explain any such costs before agreeing the change.
Deposits & Payment Stage
The deposit and payment schedule for each project will be set out in the quotation or Order Confirmation. A deposit is a part-payment towards the contract price and may be used to secure manufacturing slots, bespoke materials or other project commitments.
A deposit is not automatically non-refundable in every circumstance. If the contract is cancelled, any amount retained by Jackson Hale will be determined in accordance with the cancellation terms below and will reflect applicable statutory rights together with any reasonable, direct and unrecoverable costs or losses caused by the cancellation.
Bespoke & Made-to-Measure Manufacture
Replacement doors, drawer fronts, panels, worktops and other items may be manufactured, cut, drilled, edged or otherwise prepared to the measurements and specification approved for your kitchen. The quotation or Order Confirmation should identify the items that are being supplied on a made-to-measure or clearly personalised basis.
Where goods are genuinely made to the customer's specifications or clearly personalised, the normal statutory change-of-mind cancellation right for distance or off-premises contracts may not apply to those goods. This does not affect your rights if the goods are faulty, not as described or otherwise fail to meet your statutory rights.
Product Availability & Substitutions
All products are subject to supplier and manufacturer availability. If an agreed product is discontinued or becomes unavailable before it is ordered or supplied, we will contact you to discuss a suitable alternative. We will not substitute a materially different product without your agreement.
If no suitable alternative can be agreed, any amount paid for the unavailable item or unprovided part of the works will be dealt with fairly in accordance with your statutory rights and the circumstances of the order.
Lead Times, Delivery & Installation Dates
Lead times depend on the products selected, bespoke manufacture, supplier availability and the fitting schedule. Unless the Order Confirmation expressly states that a date is fixed or essential, dates provided before installation are estimates rather than guaranteed completion dates.
We will keep you reasonably informed of material delays. If a delay is substantial or affects an agreed essential date, we will discuss the available options with you. Nothing in this clause removes any statutory remedy you may have where a legally binding delivery or performance obligation is not met.
Access & Site Conditions
Clear and safe access must be provided for delivery and installation. The customer should remove valuables, fragile items and personal belongings from the working area and ensure that areas reasonably required for the works are accessible.
Jackson Hale may pause or postpone work where the site is unsafe, inaccessible or materially different from the conditions reasonably expected when the quotation was prepared. We will explain the issue and, where appropriate, agree any necessary variation before further work is carried out.
Fitting & Installation
Jackson Hale will carry out the agreed installation with reasonable care and skill. Fitting may include normal adjustments needed to achieve a suitable finish within the existing kitchen and the agreed scope.
Existing plumbing, electrical, gas, appliance or structural work is not included unless specifically stated in the quotation. Where another trade is required, responsibility for arranging and paying that trade will be as stated in the quotation or subsequently agreed in writing.
Existing Kitchen, Property & Hidden Conditions
Kitchen restoration relies on parts of the existing kitchen being retained. Quotations are therefore based on the reasonable assumption that existing carcasses, walls, floors, services and other retained items are suitable for the agreed work, unless a known issue has been recorded in the quotation.
Jackson Hale is not responsible for pre-existing defects or conditions that were not caused by us, including hidden damage, damp, movement, structural defects, unsuitable or deteriorated cabinets, or defects in existing plumbing, electrical installations or appliances.
If a hidden condition is discovered that prevents or materially changes the agreed work, we will explain the issue and, where possible, provide options. Additional work or replacement items will not be charged without agreement, except where immediate action is reasonably necessary to make the site safe.
Material Variations
Minor variations in colour, shade, texture and grain may occur. Natural or wood-effect patterns can vary from piece to piece, and manufactured finishes can show minor batch variation. These variations are not necessarily defects where they are within the normal characteristics and reasonable tolerances of the selected material.
Colours may also appear different depending on lighting, surrounding colours and screen settings. The customer should rely on the agreed physical sample or supplier sample where one has been provided for final selection.
Customer Responsibilities During the Works
The customer must provide reasonable cooperation, access and information needed to complete the agreed works. This includes notifying us of any known hidden services, access restrictions, property rules or other matters that could reasonably affect delivery or installation.
The customer should not instruct another person to alter, remove or interfere with the supplied products or installation while Jackson Hale is carrying out the works without first discussing this with us, as doing so may affect our ability to complete or remedy the work.
Statutory Cancellation Rights
Where a contract is entered into online, by telephone or away from Jackson Hale's business premises, the Consumer Contracts Regulations may give a consumer a 14-day right to cancel without giving a reason. The exact start and end of the cancellation period depends on whether the contract is for goods, services, or a combination of goods and services.
Where a statutory right to cancel applies, you may cancel by using the model cancellation form at the end of these Terms or by making any other clear statement that you wish to cancel. The form is provided for convenience and you do not have to use it.
The statutory change-of-mind cancellation right does not generally apply to goods that are genuinely made to the customer's specifications or clearly personalised. This can include made-to-measure kitchen components manufactured to the approved dimensions and specification. Where this exception applies, we will make this clear as part of the order process.
Important: Cancellation rights are separate from your rights where goods are faulty, not as described or not fit for purpose, or where services are not performed with reasonable care and skill.
Starting Services During a Cancellation Period
If a statutory cancellation period applies and you want Jackson Hale to begin a service before that period ends, you must expressly request the early start. For an off-premises contract, that request should be recorded on a durable medium, such as by signing the confirmation in these Terms or by email.
If you then cancel before the service has been fully performed, you may have to pay a reasonable amount proportionate to the services supplied up to the time of cancellation, provided the legal information and consent requirements have been met. If a service is fully performed during the cancellation period after your express request and acknowledgement, you may lose the right to cancel that service once it has been fully performed.
Cancellation Outside Statutory Change-of-Mind Rights
If you ask to cancel after any applicable statutory cancellation period has expired, or where the statutory change-of-mind right does not apply to the relevant bespoke goods, please contact us as soon as possible. We will take reasonable steps to reduce the loss caused by the cancellation.
Jackson Hale may retain or recover only those amounts that are fair and reasonably reflect direct losses or unrecoverable costs caused by the cancellation, such as bespoke goods already ordered or manufactured, supplier charges, delivery commitments or work already carried out. We will not seek to recover the same loss twice, and any balance due back to you will be refunded.
Suspension or Cancellation by Jackson Hale
We may suspend work where a payment that is properly due remains unpaid, where safe or reasonable access is not provided, or where continuing would create a material safety risk. Where practical, we will tell you what needs to be resolved before work can continue.
If Jackson Hale cancels the contract for reasons that are not the customer's fault, we will account fairly for sums paid and for any goods or services already supplied. Nothing in this clause limits any refund or other remedy you are entitled to by law.
Payment Terms
Payments must follow the agreed schedule stated in the quotation, Order Confirmation or invoice. Payment should be made by the due date using an agreed payment method. Late payment may delay ordering, delivery or installation where the delay is reasonably connected to the outstanding payment.
If you believe an invoice is incorrect or there is a genuine dispute about part of the work, contact us promptly so that we can investigate. Any undisputed amount remains payable in accordance with the agreed schedule.
Completion, Snagging & Defects
At or shortly after completion, the customer should inspect the work and tell us about any apparent snagging or defect as soon as reasonably practicable. Reporting an issue promptly helps us investigate and put matters right, but this request does not reduce or replace any statutory rights.
Where Jackson Hale is responsible for a defect in goods or installation, we will provide an appropriate remedy in accordance with the customer's statutory rights. The customer must provide reasonable access for inspection and any agreed remedial work.
Workmanship Guarantee
All Jackson Hale installation workmanship is guaranteed for 12 months from completion. This covers defects arising directly from our installation workmanship, but does not cover fair wear and tear, misuse, accidental damage, alterations by others, or defects in pre-existing parts of the kitchen.
The workmanship guarantee is in addition to, and does not affect, the customer's statutory rights.
Product & Manufacturer Guarantees
Where a manufacturer or supplier guarantee applies to a product used in the project, we will provide or identify the relevant information where reasonably available. A manufacturer or supplier guarantee is separate from your statutory rights against Jackson Hale as the contracting business and does not replace those rights.
Liability
Jackson Hale is not responsible for pre-existing issues, structural defects, hidden conditions or damage caused after installation where those matters were not caused by us. We are also not responsible for damage caused by misuse, accidental damage, third-party work or subsequent alterations.
We remain responsible for loss or damage that is a foreseeable result of our breach of contract or negligence. Nothing in these Terms excludes or limits liability where the law does not allow it to be excluded or limited, including liability for death or personal injury caused by negligence, fraud, or the customer's statutory consumer rights.
Complaints
If you are unhappy with any part of the goods or services, please contact Jackson Hale as soon as possible and explain the issue. You can email info@jacksonhalekitchens.com or use the contact details shown on your quotation or Order Confirmation.
We will consider the complaint, may ask for photographs or other information, and may need reasonable access to inspect the work. We will aim to resolve genuine issues fairly and, where Jackson Hale is responsible, provide the remedy required by law or otherwise agreed with you.
Statutory Rights, Contract Documents & General Terms
It is our responsibility to supply goods that conform to the contract. Goods supplied to consumers must, where applicable, be as described, of satisfactory quality and fit for any purpose made known to us. Services supplied to consumers must be carried out with reasonable care and skill. Nothing in these Terms removes or restricts those rights.
These Terms, together with the Quotation, Design Sheet, Measurement Sheet and Order Confirmation, form the agreement between the parties. If a job-specific document expressly changes one of these Terms, that change should be recorded clearly in writing and agreed by both parties.
These Terms are governed by the law of England and Wales. This does not deprive a consumer of any mandatory rights they may have concerning where a dispute can be brought.
Model Cancellation Form
Complete and return this form only if you wish to cancel the contract.
To: Jackson Hale Ltd, The Old Farm House, Low Crompton Road, Royton, OL2 6YP, info@jacksonhalekitchens.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]: ______ Ordered on [*] / received on [*]: ______ Name of consumer(s): ______ Address of consumer(s): ______ Signature of consumer(s) (only if this form is notified on paper): ______ Date: ______ [*] Delete as appropriate.
Early Start Confirmation
Where the customer asks Jackson Hale to start the works before the end of the 14-day cancellation period, the customer confirms in writing (including by signing this confirmation or by email) that they request the works to begin within that period. The customer understands that if they then cancel, they must pay for the goods and services supplied up to the time they told Jackson Hale they wished to cancel, in proportion to the full contract price, and that they will lose the right to cancel once the services have been fully performed. Name: ______ Signature: ______ Date: ______
