Terms & Conditions of Trading

Terms and Conditions of Sale

Panelven Kitchens


1.1 These pages give detailed information on the terms and conditions on which Panelven Kitchens (the Seller) supply any of the products (the Goods) listed on our website www.panelven-kitchens.co.uk to the customer (the Buyer). It should be read in conjunction with the current guide. It is important that you have read and understand these Terms and Conditions in detail when ordering kitchen furniture or other Products through Panelven Kitchens. Customers should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. Please print a copy of these terms and conditions for future reference.

1.2 The following Conditions shall apply to all contracts concluded by Panelven Kitchens.



2.1 Panelven Kitchens is a registered trading name of James Riches Ltd.

2.2 A company registered in England and Wales under company number 08360707, registered office address: Unit 4D, Lansbury Business Estate, 102 Lower Guildford Road, Knaphill, Woking, Surrey, GU21 2EP.

2.3 Our main trading address is Unit B, Greenforde Farm, Stoner Hill Road, Froxfield, Hampshire, GU32 1DY.

2.4 Our VAT number is 413613388.

2.5 The Company consists of a supply only kitchen business, using website www.panelven-kitchens.co.uk. The Company also operates a telephone service to deal with enquiries and after sales issues for those customers who wish to purchase or have purchased Products.

2.6 The registered telephone number is 01962 277070. Customers can also contact the Company online using the online quote form, enquiry form or emailing kitchens@panelven.co.uk.

2.7 All tenders and quotations are submitted and all orders accepted solely upon and subject to the following terms and conditions to the exclusion of all other terms and conditions except such (if any) as are specifically accepted by the Company in writing.

2.8 Acceptance of delivery shall be conclusive evidence of acceptance of these terms and conditions. Any provision or condition in the buyers order form or elsewhere which conflicts with or in any way qualifies or negates any of these terms and conditions shall have no effect and these terms and conditions shall prevail.

2.9 No variations to these terms and conditions shall be binding unless in writing signed by an authorised representative of Panelven Kitchens. The Buyer should not rely on any other documents or on any oral representations.



3.1 By placing an order through Panelven Kitchens, you warrant that:

  • you are legally capable of entering into binding contracts;
  • you are at least 18 years old; and
  • you have read and understood the guidance in our specification terms as to how orders should be made
  • you have read and understood the terms and conditions outlined in this document
  • you are resident in the United Kingdom.



4.1 Any quotation, estimate or price given by the Seller is given in good faith but constitutes only an invitation to the Buyer to make an offer and any order of the Buyer placed with the Seller pursuant of a quotation, price or estimate given by the Seller is not binding on the Seller until such time as the order is accepted by the Seller.



5.1 The Seller may, on the website or on request, provide to the Buyer samples, descriptions and/or drawings of the Products or advertising catalogues or brochures, these are produced solely to provide the customer with an approximate idea of the Goods they describe. They are not provided to give an indication of the quality, size, colour or description of the Goods, which the Seller supplies.

5.2 Certain samples are subject to a small charge, which will be notified to the Buyer at the time the sample is requested.

5.3 A full refund will be issued to the Buyer’s credit card for any sample door/s supplied only after the Buyer places an order that exceed £2,500.00. The samples may be returned on the Seller’s delivery van at point of delivery of the Order or it may be returned the Buyers own cost and must be in the original condition subject to an order being placed. Subject to a satisfactory inspection, a full credit for the cost of the sample will be issued to a maximum of 3 doors.

5.4 All samples returned to Panelven Kitchens must be suitably packaged. Failure to do so will result in NO refund being offered. Drivers will have the final authority to refuse to collect non-packaged doors.

5.5 In addition to the website the Company also provides a telephone number. This number is there for customer contact with kitchen designers, to answer enquiries and provide advice and assistance to customers in relation to our Products. It does not create any further obligations to customer from the Company contractual or otherwise, unless any such representations made are agreed with the customer in writing. Save in relation to fraud or fraudulent misrepresentation, the Company shall have no liability for any representations not agreed in writing, even if they prove untrue or misleading.



6.1 The Seller cannot be held responsible for dimensional errors that have been supplied by the Buyer/Builder and for errors and/or omissions on any plans/drawings issued. It will be the Buyers responsibility to have the plan(s) checked by a competent builder/fitter and to advise the Seller of any required changes. These changes may be subject to additional costs.

6.2 The Seller, will at the request of the Buyer attend site to measure. This service is subject to an additional charge of £200 + vat should the site be located over 30 miles or 1 hour in travelling from the Sellers trading address. If the site address is more than a 2 hour travelling time additional costs will be applied.

6.3 The Seller accepts no liability for dimensional errors arising if the building is altered following their visit, including but not limited to plastering, floor levelling and the installation of services.



7.1 The Seller is happy to accept orders through two different means. 1. Using the online quotation form. A designer will be in touch regarding customer requirements, provide 3d drawings if required, and provide the customer with a quotation for the exact specification. 2. By sending an e-mail or fax with a general list of requirements and architectural drawings if appropriate. The Seller will reply with a detailed quotation.

7.2 The Buyer will receive an order acknowledgement in writing which will include an order number, please quote this number in all correspondence. The contract between the Seller and the Buyer will be formed when we send you the order acknowledgment and proposal. The Contract will relate only to those Products whose order we have confirmed in the Order Confirmation, it is the Buyers responsibility to check it includes everything for their order, the proposal is only a visual representation and should not be relied on as confirmation as to what is included in the order. Cancellation requests should be sent in the same manner.

7.3 The Goods are “made to order” hence no right to cancel exists for the Buyer except where expressed agreed by the Seller in writing and we will ask for a reason for cancellation and must be agreed within 7 days of receiving the order with the exception of special and paint to order doors. These should be put in writing to kerry.hill@panelven.co.uk.

7.4 As the Goods are “made to order” amendments made to orders once placed will result in additional costs for alternate items. Amendments can only be made within 7 days of ordering and should be put in writing. Amendments can arise from the Buyer changing White Goods or other building works that have an effect on the suitability and design size of the kitchen to which Panelven Kitchens cannot be held liable for.

7.5 Liability for the order rests with the Buyer. It is the Buyers responsibility to check that the order is correct and that the items are suitable for their intended use. Any suggestions or guidance provided by Panelven Kitchens is for guidance only and Panelven Kitchens will not be held liable for such advice.

7.6 The Buyer will in the event of agreed cancellation by the Seller indemnify the Seller fully against all expenses incurred up to the time of such cancellation.

7.7 Where permission to return is agreed, the Goods cannot have been fitted and must be returned at the Buyers expense in their original condition in their original unopened packaging.

7.8 Where the goods are not made to order, under the consumer credit act you may withdraw from this agreement at any time up to 7 working days after we have delivered the Goods to you. If you do wish to return the goods they must be in perfect condition and in their original unopened packaging. Delivery expenses and the return of the Goods is the responsibility of the Buyer. Any applicable re-handling charges would be advised of on request, but at a minimum of a 25% re-stocking charge. After deducting any applicable re-handing costs, we will reimburse the due credit amount to you within 30 days of receiving the products in the condition described above. All cancellations must be received in writing to kerry.hill@panelven.co.uk.

7.9 The Buyer shall be responsible for checking all units and accessories are correct at the time of order, any advice given by Panelven Kitchens is not a guarantee of accuracy.

7.10 The Buyer is responsible for installing the Products in your property and the Seller will not be responsible for any damaged caused to the Products or your property arising during the course on installation.

7.11 The Buyer is entitled to free replacement of any Goods that arrive damaged. The Buyer must inspect the Goods and inform the Seller within 7 days of delivery of any damages, shortages or errors. The replacement goods will be shipped assembled or flat pack, dependent on UK geographical location.

7.12 We do not hold stock. All sales are final and cannot be returned. Should the customer not wish to accept delivery of bespoke commissioned furniture manufactured for them, we cannot offer a refund. These are considered as special orders; all sales are final and may not be changed or cancelled at any time.

7.13 The Company reserves the right to cancel any order at any time for whatever reason, in which case all funds paid by the Buyer will be returned.



8.1 The Company’s process allows the Buyer to provide their own specific measurements and specifications, it also provides the Buyer with the opportunity to send to the Company any special requirements or instructions. Please ensure all of these are completed fully and accurately, as the Seller shall not be liable for any defects or incorrect Products delivered as a result of the Buyers failure to provide correct information to enable the Seller to deliver the Products in accordance with the Contract.

8.2 Buyers cannot cancel, return or obtain refunds for items that are made to the Buyers own specification or size (Unless manufactured incorrectly by Panelven Kitchens). It is essential that the Buyer is happy with the kitchen order prior to confirming/making any payment for the order (including deposit).

8.3 All the kitchen units the Seller produces are made to order (not taken from existing stock) to the Buyers own specification.

8.4 When placing an order for a painted kitchen please be aware of the following: –

  • Due to the bespoke nature of a painted product, it is not possible to cancel or return orders once they have entered the production stage or have been delivered.
  • Although the Seller strives to maintain consistency, for a bespoke painted product there will be batch-to-batch variances and the Seller cannot guarantee an exact colour match between orders.
  • Bespoke painted products are susceptible to cracking along joints. Touch-up paints are available to order.
  • The paint colours on our sample doors are indicative of the colours in our bespoke painted range but may not be exact due to batch variances mentioned above.

8.5 The Company reserve the right to modify or amend without notice the specification of any Products. There is a high proportion of handwork in the Products, consequently there will be slight variations in items, and this should be accepted within reason. Any goods manufactured, treated or milled to the design, quantity, measurement or specification of the Customer are produced without warranty of any kind except their compliance with the design, quantity, measurement or specification. The Customer will unconditionally fully and effectively indemnify the Company in respect of any claim resulting there from including the infringement of patent, copyright, design, trademark or any other industrial or intellectual property rights resulting from the Company’s use of the said design or specifications.



9.1 All prices charged are those in place at the date of acceptance of the order from the Buyer unless otherwise stated.

9.2 The Seller reserves the right to adjust prices and specifications on the website with no notice and without exception to 9.3.

9.3 All prices quoted are valid for 7 days or until earlier acceptance by the Buyer, after which time they may be altered by the Seller without giving notice to the Buyer. Except in the circumstance whereby a promotional offer expires prior to the end of the 7 days.

9.4 Occasionally an error may occur in the pricing of our quotation system in which circumstances we will not be obliged to supply the products at the incorrect price.

9.5 The seller reserves the right to review the pricing on the Website from time to time.

9.6 Panelven Kitchens retains an individual item minimum order value of £300.00 + VAT.

9.7 Existing customers with previous orders may make additional purchases, if under the value of £300.00 + VAT these will incur a minimum administration fee of £75.00 + vat.


10. V.A.T

10.1 Panelven Kitchens reserve the right to revise any agreed prices to take account of changes in rates of value added tax and any new taxes or impositions by the United Kingdom government, which take effect after the date of contract.



11.1 The actual colour of products supplied may vary from the Website images, visual renders and samples provided. In particular, items of solid wood or veneer may vary in colour and grain. The Buyer is not entitled to end the contract or make a claim against the Seller on the basis of reasonably anticipated variation in colour or grain.

11.2 Whilst every effort is taken to provide accurate images and production information, we cannot guarantee the colours and finishes will be exactly the same. We supply cabinets with a standard quality, we do not make any guarantees regarding a products appropriateness for use.

11.3 Our renders are a visual guide only and may not reflect the Buyers order. It is the Buyers responsibility to check the written order to satisfy themselves as to what is included in the price.



12.1 Terms of payment are 50% of total cost with order as deposit.

12.2 A further 25% of total cost at week 8.

12.3 The balance is payable 7 DAYS prior to delivery, failure to meet this request may result in delivery being rescheduled/delayed and an administration fee of £50.00 + vat and subsequently potentially any storage costs mentioned below.

12.4 The Seller reserves the right at any time to demand payment in full before continuing with any order.

12.5 The Company accepts Bank Transfer as payment. The price of the Products and our delivery charges will be as quoted on the website and quotation, except in cases of obvious error.

12.6 The Seller will have the option if necessary to charge 3% of the order value per 7-day week from planned delivery to the Buyer of any delayed delivery if not the fault of the Seller but the Buyer beyond the original agreed delivery week.

12.7 We do not accept Credit Cards for payment of the balance.

12.8 Maximum credit card payment is £110.00.



13.1 Delivery of the goods shall be made by the Sellers delivery company direct to the Buyer’s specified mainland UK address, unless otherwise agreed.

13.2 The Seller shall be responsible for the delivery of Goods to the delivery address. The Buyer must arrange for assistance at the time of delivery unless additional staff have been employed.

13.3 The delivery date specified is a genuine forecast in the light of current conditions but is given without legal commitment. Factors outside the Sellers control can arise, potentially causing delays. A four-hour delivery window will be specified at the time that the Buyer is contacted directly the week before delivery.

13.4 The Seller shall not be liable for any delay in delivery howsoever caused. Late delivery of the Goods does not entitle the Buyer to reject the Goods, terminate the contract or withhold payment of any part of the price.

13.5 The Seller reserves the right to make delivery of the Goods by instalments. Failure by the Seller to deliver the Goods in a single instalment constitutes no right on the Buyers behalf to repudiate any part of the contract.

13.6 If the Seller is unable to deliver the whole of the order at one time due to operational reasons or stock shortages, they will deliver in instalments. The Seller will not charge for additional deliveries for this. If the Buyer requests for the delivery to come in instalments, additional delivery charges will apply.

13.7 The Seller shall inform the Buyer of any non-stock items or extended delivery dates by email or telephone.

13.8 Deviations in quantity of the Goods delivered from that stated in the Buyers order shall give the Buyer no right to reject the Goods or to claim damages. The Buyer shall be obliged to accept and pay at the hitherto stated rate for the quantity of the Goods delivered.

13.9 The Seller shall not be held responsible for any damage or injury caused by any object delivered by the Seller or its agents under the direction of the Buyer as to its final resting location.

13.10 The Seller or its agents shall not be held responsible to assist the buyer in movement of the goods except unloading to the curbside. Should they deliver to an alternate location for you, please make necessary arrangements to protect your flooring prior to your kitchen arriving.

13.11 Where a failed delivery takes place and additional delivery, storage or other costs are incurred when meeting the Buyers requirement, all additional costs will be passed on to the Buyer, and must be settled before re-delivery takes place.

13.12 It is the responsibility of the Buyer to inform us, at any time of order, of any unsuitable road conditions that may affect delivery. What constitutes road condition is at the discretion of the Seller’s delivery driver.

13.13 It is the responsibility of the Buyer, to inform us, at any time of order if the vehicular access for delivery is less than 2.5m wide, 3m high and 7m long.

13.14 The Seller takes no responsibility for damage to roads, driveways or paved areas, save where such damage is occasioned by proved negligence of a Company servant.

13.15 An estimated carriage costs will be included within our quotation. Panelven Kitchens reserve the right to revise these charges to take account of actual delivery costs at the time of delivery.

13.16 Panelven Kitchens cannot accept any liability for goods transported by others and/or contracted by a third party, namely you, the client. Once your goods have left our care, the designated freight forwarder is legally responsible for taking all the necessary steps to protect and preserve that consignment. This means the forwarder is liable to the Buyer (you) for any subsequent damage or loss, not Panelven Kitchens or any division of Panelven as a company. Your chosen freight forwarder or third party will sign the ‘delivery note’ to confirm all goods received in perfect condition.

13.17 Should the Buyer request to order additional items to accompany their original order, after the original order has been accepted, we shall endeavour to keep the lead time to a minimum, please be aware that standard lead times would apply.



14.1 If the Buyer requests that an order be held or delayed, prices and terms and conditions in effect at time of order shall apply.

14.2 Arrangements for holding/storage will be made directly between the Buyer and the Seller. Should the Buyer delay delivery beyond 5 days of the initial agreed delivery date, the cost of storage and insurance of the goods shall be for the Buyer’s account, at a minimum amount of £20.00 per day.

14.3 Any costs associated with the storage including demurrage, preparation for storage, storage charges and handling shall be billable by the carrier and payable by the Buyer before delivery.

14.4 In the case that the Seller is installing the kitchen, the Seller’s storage cost may not apply, however, if the Buyer wishes to delay the installation date of the kitchen, then a minimum of four weeks notice is required to reschedule whereby the Buyer will be offered the next available fitting date. Failure to provide the adequate notice will incur a re-scheduling cost of a minimum amount of £250.00 + vat.



15.1 Risk of loss passes to the Buyer at time of shipment. The Buyer or their representative shall inspect all Products upon receipt for visible damage to the Product as well as the packaging. Damage to the packaging alone does not constitute damage to the Product and will not be considered valid for claim purposes. The Buyer must note any damages on the delivery receipt upon delivery and notify Panelven Kitchens. Any damages must be reported to Customer Service within 24 hours of receipt. The Company will repair or replace Product damaged in shipment only if the customer has notified the Company of the damage within 24 hours of receipt. All Product and packaging must be retained for inspection.

15.2 In the event that something has been missed and you encounter damages after delivery these must be informed to us within 7 days of delivery. If you have not reported a fault within 7 days of delivery, then goods will be deemed as having been checked by you and to have met your satisfaction.

15.3 Failure to meet with these requirements will unable us to assist in free of charge replacements and will incur you additional costs.

15.4 In the unlikely event that any damages are found, please inform us by email to kerry.hill@panelven.co.uk with accompanying photos and the item number of the product as listed on your delivery note. We will confirm receipt of the email, investigate and update you by email within 7 working days of our findings.

15.5 Claims are only considered when meeting the requirements of 15.4

15.6 Any dispute and/or claim, which cannot be settled amicably, shall (except in the case of consumer sales) be referred to arbitration by a sole arbitrator appointed in accordance with the provisions of the Arbitration Acts 1950 to 1979.



16.1 Ownership of the goods shall not transfer to the Buyer until the Seller has received full payment.

16.2 The risk to the goods of loss or damage passes to the Buyer on delivery irrespective of whether title to the goods has passed or not. Goods collected from the Seller’s premises shall be deemed to have been delivered when they have been loaded on to the Buyer’s vehicle or otherwise in the Buyer’s possession.



17.1 By providing contact details to Panelven Kitchens, the Buyer will be indicating consent for the Company to make contact by email and SMS with order updates, delivery or offers/promotions, which may be of interest, unless the Buyer indicates an objection to receiving such messages.



18.1 It is the Buyer’s responsibility to ensure that the Goods are suitable for the purpose to which they are intended to be used.

18.2 No representation or warranty is given as to the suitability or fitness of the Goods for any particular purpose and the Buyer shall satisfy itself in this respect and shall be totally responsible therefore.

18.3 If the Buyer has any specific requirements for the use of the Goods the Buyer must notify these requirements to the Seller in writing before purchasing the Goods.

18.4 If the Buyer is unsure as to the suitability of any Goods for a particular purpose it should consult the Seller prior to purpose.

18.5 All timber products whether manufactured from natural or engineered boards are produced to comply with modern living standards and therefore have a very low moisture content in line with centrally heated rooms. It is therefore imperative that in a new house or home where building work has been undertaken that adequate drying time has been allowed prior to delivery of any kitchen cabinets or accessories. We cannot take responsibility for any faults arising from such situations it is the client’s responsibility to ensure that these areas are completely dry and well ventilated.

18.6 The carcass units, drawer runners, drawer boxes and hinges are fully guaranteed by the manufacturer against manufacturing defects for 20 years from the date of delivery. All doors, bins and wireworks purchased are guaranteed for 2 years only. All doors, facias, bins and fitted accessories carry a 24-month RTB (Return to Base) warranty, it is the Buyers responsibility to arrange removal and replacement of any item replaced by the Seller under its guarantee.

18.7 All appliances are supplied with a standard Manufactures warranty and if applicable the manufacturers after sales service. It is the Buyers responsibility to register these in accordance with the manufacturer’s requirements.

18.8 Panelven Kitchens guarantees your installation (including electrical and plumbing work) cabinets/furniture for a period of 12 months.

18.9 This warranty does not apply to any defect in the Products arising from:

  • Fair wear and tear;
  • Wilful damage, accident or negligence by you or any third party;
  • If you use the products in a way the Seller does not recommend;
  • You fail to follow the Seller’s instructions;
  • Any alteration or repair you carry out without our prior written approval; or
  • Any incorrect instructions or plans submitted by you to enable us to provide the Products

18.10 Panelven Kitchens decision relating to fair wear and tear is final.

18.11 For details of how to claim on your guarantee please contact us.



19.1 The Company, its contractors and subcontractors or suppliers of any tier shall not be liable to the Buyer for any special, indirect, incidental or consequential damages arising from Products or from a breach of this Agreement.

19.2 Except as specifically provided in these conditions, no liability is accepted for any direct or indirect costs, damages or expenses relating to damage to property or injury or loss to any person firm or company or for any loss of profits or production arising out of or occasioned by any defect in or failure of goods or materials or parts thereof supplied by the Company.

19.3 To the extent that the laws of any jurisdiction do not permit limitations or exclusions of implied warranties, incidental damages and consequential damages, the above limitations may not apply. In such jurisdictions, the above limitations shall be enforced to the greatest extent permitted by applicable law.

19.4 The maximum liability of the Buyer or the Seller under any contract between the Buyer and the Seller is limited to the price.

19.5 This clause only covers defects caused by faulty design, manufacture, materials or workmanship. It does not cover defects caused by abnormal use, misuse or neglect. It does not cover faulty design, manufacture materials or workmanship supplied or undertaken by the Buyer or third parties. In respect of goods not designed or manufactured by the Seller, the Seller only gives such guarantee or warranty to the Buyer as the Company receives itself. The Seller agrees that any defect covered by clause 19.5 is discovered during the period of 12 months commencing from the date of delivery, the Seller will either repair the Goods at its own expense or, if it chooses to do so, replace them. The Seller does not bear any responsibility for defects arising or introduced by a Buyer in the course of storage or handling of the products where that Buyer acts as an agent or distributor of the Seller’s products. The Buyer should consult the Seller if any doubt exists with regards to the appropriate storage or handling requirements of the Goods. The Buyer must inform the Seller of any defect applicable to this Clause within 48 hours of delivery. These goods are to be returned to the Seller, at the Buyers expense in the same fit state that the Goods were delivered to the Buyer. The risk of accidental loss whilst the Goods are being returned will be borne by the Buyer. In consideration for receiving the benefit of this clause, the Buyer agrees that, apart from those terms set out in clauses 7, 16 and 18, no other terms, conditions, warranties or innominate terms, express or implied, statutory or otherwise, shall form part of this Contract.

19.6 Exclusion of Consequential Loss the Seller shall not be liable for any consequential or indirect loss suffered by the Buyer whether this loss arises from breach of duty in Contract or in any other way (including loss arising from the Seller’s negligence). Examples of consequential loss or indirect loss are, but not limited to: loss of profits, loss of contract, damage to property of the Buyer or anyone else, and personal injury to the Buyer or anyone else (except when such injury is attributable to the Seller’s negligence).

19.7 Limitation the Seller’s total liability for any one claim or for the total of all claims arising from any one act or default of the Seller (whether arising from the Seller’s negligence or otherwise) shall not exceed £1,000,000.

19.8 The information and materials contained on our website, including without limitation, graphics, text and links are provided to the best of our knowledge and ability and we cannot accept liability as to the completeness or accuracy of the contents, products or services portrayed within. No assurance is given that our website is free of errors or viruses and use of our website as at your own risk.



20.1 The Company shall not be liable for failure to perform or for delay in performance due to fire, flood, strike, trade dispute or other labour difficulty, act of God, pandemic, act of any governmental authority or of the customer, riot, embargo, fuel or energy shortage, wrecks or delay in transportation, inability to obtain necessary labour, materials or manufacturing facilities from usual sources or failure of suppliers to meet their contractual obligations or due to any cause beyond its reasonable control. If any such event occurs, the Company may extend delivery date by a period of time necessary to overcome the effect of such delay, allocate available Product or cancel any purchase order.



21.1 The Buyer is solely responsible for compliance with all laws, ordinances, regulations, rules and standards relating to the installation, maintenance, use and operations of the products.



22.1 Nothing in these Terms and conditions shall be deemed to exclude or restrict the Company’s liability for death or personal injury resulting from negligence. To the extent that any condition herein would by virtue of the Unfair Contract Terms Act 1977 be of no effect that condition shall not apply.



23.1 If any of these conditions or part of a condition is found to be invalid for any purpose it shall for that purpose be deemed to have been omitted without prejudice to the effectiveness of all other conditions or parts of conditions.



24.1 All contracts are deemed to be entered into in England and shall be governed and constructed in accordance with English law



Effective April 2023

Panelven Kitchens