Terms & Conditions

Your order

These terms and the details of your order are considered by us to be the whole agreement between you and us for the sale of your kitchen products. Please check the detail within both are correct, complete and accurate. We would specifically draw your attention to any personal specifications/ requirements, measurements, plans and layouts in respect of the items to be manufactured, prior to committing yourself to the contract.

Should you suspect an error has been made please inform us at least 4 weeks prior to delivery. Please ensure you read and understand these terms and conditions prior to signing your order as you will be bound by these terms once an order confirmation (Order Acknowledgement) has been issued in store. We shall assign an order number to your order, please quote this in all correspondence with us relating to your order.

Notice of the Right to Cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, for all our products, we will allow you to cancel or amend your order within 14 calendar days of the initial order being placed. This will be your ‘Cooling Off Period’. During that period if you choose to cancel the contract any money paid by you will be refunded.

After this point you can still cancel if the order has not been Acknowledged and all final paper signed. However, we will withhold a design fee to cover the design work conducted by Williams & Sons, this can be up to 10% of the order value.

After the order is Acknowledged and final order signed all items are ordered and you are liable for the full value of the order. Should you wish to add new items to your order after this point it will be a new and separate order and thus separate lead times and additional delivery charges may apply.

If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the person named below. You may use the form below if you want to, but you do not have to. The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent. Complete and return attached Customer Cancellation Notice part if you wish to cancel the contract

If the delivery date requested by customer at the Order Acknowledgement stage requires manufacture of the product to commence within 14 day ‘Cooling Off’ period, then customer will potentially be liable for the full contract value if decide to cancel the order.

All our products, with exception of kitchen accessories, are made to order, using the specifications, measurements, plans, choices and details you have provided us with during the ordering process. This remains your responsibility, even if we are installing your products or have attended your premises prior to you placing your order. You may correct any errors prior to Acknowledgement, however we cannot guarantee changes or cancellation of your order after the Acknowledgment has been signed. Hence, any changes or cancellation of order made after production commenced would cause substantial disruption to the production and as a result incur significant costs. Therefore, we will not be able to provide replacements, or allow you to reject products that have been made to order which have been supplied to you in accordance with specifications, measurements, plans, choices and details you have provided us with during the ordering process unless the products are faulty or fail to comply with our warranty terms.

Any samples, illustrations and descriptions contained in our catalogues and brochures are issued solely to provide you with an approximate idea of the products. They do not form part of the contract between you and us. We have taken care to show all products as accurately as possible, despite this slight variation can occur, for example textures and colours may vary between different batches.

The terms of sale shall become binding once an order Acknowledgment has been issued. A quotation will have been issued to you on the basis that this will become an order. All quotations are valid for 30 days from their date of issue unless we write to you informing you otherwise. Any quotations subject to a promotional offer will be valid for 30 days from its date of issue to you or, if sooner, on the expiry of the promotional offer.

We reserve the right to amend these terms and conditions from time to time to reflect changes in market conditions that may affect our business. Changes in technology, payment methods, laws and regulatory requirements and changes in our systems capabilities. You are subject to the terms in force at the time you place your order with us.

Williams & Sons Warranty       

Our unique handmade kitchens all come with a 25-year guarantee on cabinets, doors and drawer fronts. In the extremely unlikely event that subject to wear and tear, any of the cabinets, doors or drawer fronts should fail, it will be repaired or replaced at no expense for a period of 25 years from the date of installation.

We warrant the quality of our Kuhlmann, Williams & Sons, as well as Trade/Contract range for a period of 10 years.

We warrant that upon delivery and for a period of 12 months from the date of delivery any products not covered by our cabinet/door warranty:

I.             Are of satisfactory quality;

II.            Are fit for the purpose for which the products are supplied;

III.           Are free from material defects in design, material and workmanship;

IV.          Comply with all statutory and regulatory requirements;

V.            Conform in all material aspects with their description and manufacturers specification.

This warranty does not apply to any defect in products arising from:

I.             Fair wear and tear;

II.            Wilful damage and neglect; 

III.           Accidental damage occurring after delivery;

IV.          Use of the products in a way not recommended, or failure to follow instructions and/or care guidelines;

V.            Any alteration or repair carried out by you without our written approval.

After this 12 month period, where products are no longer subject to our Williams & Sons Warranty, we will endeavour to transfer to you any enduring warranty or guarantee given to us by the manufacturer. Installation services provided by us do not form part of these terms and are subject to separate terms and conditions.

Warranty is not endorsed or underwritten by any external insurance policy.

All warranty agreements are valid only for the original purchaser of the kitchens and are not transferable.

This does not affect your right to redress under the Consumer Rights Act 2015.


Delivery date will be agreed at Order Acknowledgement stage.

We will make reasonable effort to deliver your order within 60 days of your order confirmation or as per the timescale agreed at the time of placing the order. Delivery will be made within the UK only, to an address nominated by you. Delivery charges will apply (see in store for details). Our project coordinator will confirm this within 7 days of your order confirmation. We will give you same day notice of when your delivery will be made – in the morning or the afternoon.

We cannot guarantee that your delivery will be completed within 60 days of your order confirmation. Occasionally delivery may be delayed due to factors beyond our control. We will let you know if we become aware of an unexpected delay and will arrange a new delivery date with you. We shall have no liability for late delivery if it is delayed within reasonable time frames.

If you fail to take delivery of your order, except where this is failure by us to adhere to the terms set out or by an event beyond your control we will store the products until delivery can take place but may charge you an additional fee to cover storage expenses and insurance.  We will charge you for any subsequent attempts to deliver your order. If you have not taken delivery within 30 days of our initial attempt to deliver the order, we may, after giving you reasonable prior written notice, dispose of or resell the order.

If we are unable to deliver the whole of the order due to shortage of stock or operational issues we will deliver the order in instalments. There will be no additional delivery costs for this. If you request we deliver the order in instalments there will be an additional delivery cost for this.

 You must ensure that either you or a nominated person over the age of 18 is present at the designated delivery address to accept and sign for the delivery.

All deliveries must be checked within 3 days. Any discrepancies found between the delivery and the order confirmation must be reported to us within this timescale. It is your responsibility to inspect the products upon delivery. If the products are damaged upon arrival you must report this to us within 3 days. Any claims submitted after this time will not be accepted.

You must ensure that our delivery team have clear and safe means of access to your nominated delivery address. We reserve the right to refuse to deliver and will store the items at cost to you until such time as access is clear and safe.

Goods not fit for purpose/returns

In the unlikely event that the ordered products do not conform with our terms, please let us know as soon as possible after delivery. You have 30 day short term right to reject on faulty goods and the right to a full refund within 14 days of it being agreed. This does not apply if the goods are installed incorrectly where a right to repair or replacement or price reduction is applicable.

Where a product has been returned to us we will make a thorough examination of it and either repair, replace it or issue a refund of the defective product. Where a refund is issued due to a defect the price of the specific item will be refunded in full, along with the relevant delivery charge and any charges incurred in returning the item to us. For replacement or repair of a defective product we will not charge you for redelivery. You must notify us of your intention to return a product by contacting your local store.

Where defects are discovered within six months, Williams & Sons still acknowledge your protection as per the Consumer Rights Act. The defect will be taken to have been present at the time of delivery (unless we prove otherwise). After six months you must demonstrate the issue and may need to provide some evidence (expert opinion etc.). This reverse burden of proof does not apply when you use the 30 day short term right to reject option.

Price and Payment

The price of products will be set out in a quotation provided to you by our store operatives. This will be confirmed at the time of order. Prices are liable to change at any time but changes will not affect any orders that have been confirmed in writing. All prices will include VAT unless otherwise stated. All or fitted kitchens are delivered free of charge.

The price of our installation service for the selected products and to achieve the discussed design will be set out in our Installation Quotation unless other agreed works have been discussed whereby the cost of this will be confirmed in writing.

If our installer has agreed to carry out any works supplementary to the agreed remit, the price for the works shall be set out in written quotation supplied by the installer. You will need to discuss the payment terms with the installer separately to Williams & Sons.

Payment steps and methods

Payments of products must be made in advance of delivery as per the terms set out in the order confirmation. To secure your purchase we accept 50% Deposit while signing your current quotation. 

To give you additional protection to your funds, we ask some of the deposit value (min. £100) to be paid by credit card. This practice will enable your entire purchase to be covered by Section 75 of the Consumer Credit Act 1974. When you make purchase on credit card that cost between £100 and £30,000, you benefit from an extra level of protection if something goes wrong. This credit card protection for purchases helps you get a full refund from you credit provider, even if you only pay a small proportion of the price by credit card, for example paying a £100 deposit, you are still covered.

Remaining balance for goods, 50% of total goods value (cabinetry, accessories, sink and tap, etc.) is expected three weeks before delivery.

Note: The final balance payment on goods is due three weeks prior to the delivery date that is agreed at the point of Order Acknowledgement, or the actual delivery date if the date is brought forward. If the delivery is pushed back by either party, the payment date remains in line with the original delivery date agreed at Acknowledgement.

Payments accepted are cash, all major credit or debit cards or cheque. Failure to pay in advance of delivery as per our terms will result in the delay/cancellation of your order until the outstanding amount has been paid. 

Legal ownership, or title, to the goods will not pass to you until payment has been made in full.


If either us or you fail to comply with these terms, neither of party shall be responsible for any losses incurred as a result, except where the losses are a foreseeable consequence of the failure to comply with these terms.

We are not liable to you or responsible for losses or damages incurred by you due to you providing us incorrect measurements, plans, specifications, choices and details or failure by you to take account of the features, size and shape of the space in which you intend to install our products.

Complaints Procedure

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where you may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Either call us on: 01726 600034 (St. Austell) or 01752 936104 (Plymouth)

Or write to us (please request proof of receipt if posting): 

St Austell Showroom

1st Floor HBH Woolacotts Superstore

The Valley Retail Park

Gover Road, St Austell

Cornwall PL25 5NE

Plymouth Showroom

1st Floor HBH Woolacotts Superstore

Coypool Retail Park

Coypool Road, Plymouth

Devon PL7 4TB

Or email us sales@williamsandsonskitchens.co.uk

We aim to respond within 3 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where we are unable to resolve your complaint using our own complaints procedure, we use Dispute Resolution Ombudsman and/or Which? Trusted Trader for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them.


Name of customer:         ……………………………………….

Address of customer:     ……………………………………….


I/We hereby give notice that I/We wish to cancel my/our contract dated: ……………….….

Customer signature:       …………………………………….      

Date:             ………….…………

This notice should be sent to:

St Austell Showroom

1st Floor HBH Woolacotts Superstore

The Valley Retail Park

Gover Road, St Austell

Cornwall PL25 5NE

Plymouth Showroom

1st Floor HBH Woolacotts Superstore

Coypool Retail Park

Coypool Road, Plymouth

Devon PL7 4TB

Email address:

Contract reference:


Work commencing prior to the expiry of the Cancellation Period

If the delivery date requested at Order Acknowledgement stage requires manufacture of the product to commence within 14 day ‘Cooling Off’ period, then you need to complete, detach and return this part of the form. Please retain the above in case you wish to subsequently cancel the contract within the 14 days cancellation period.

I/We agree that Williams & Sons may commence manufacturing work, before my cancellation period has expired.

I understand that if I decide to cancel within fourteen working days, I may be asked to pay for any work that has been done prior to my cancellation. I am aware that in certain circumstances, I can also be liable for the full contract value if decide to cancel the order.

Name of customer:           ……………………………………….

Address of customer:  ……………………………………….


Customer signature:       ……………………………………….      

Date:         ………….…………

Williams & Sons
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