Terms & Conditions

Kitchens (Catering Utensils) Ltd. trading as Kitchens Cookshop - Terms & Conditions

These terms and conditions apply to the use of the website – www.kitchenscookshop.co.uk – anyone accessing this site and/or placing an order is bound by these terms and conditions.  If you have any queries regarding these terms & conditions please contact Web Sales by calling 029 2022 7899 or emailing ask@kitchenscookshop.co.uk

These Terms & Conditions do not affect your statutory rights.


  1. Definitions
  2. Content
  3. Privacy & Security
  4. Pricing
  5. Orders
  6. Deliveries
  7. Collect from store
  8. Cancelling an order
  9. Returns & refunds
  10. Gift vouchers
  11. Intellectual property
  12. General


1.  Definitions

i. ‘www.kitchenscookshop.co.uk’, ‘Kitchens Cookshop’, ‘We’, ‘Our’ or ‘Us’ refers to the trading company of Kitchens (Catering Utensils) Ltd.  Registered office: The Malthouse, Daveys Lane, Lewes, East Sussex, BN7 2BF.

ii. ‘The website’, ‘Our website’ or ‘This website’ refers to the website www.kitchenscookshop.co.uk .

iii. ‘You’ or ‘Your’ refers to anyone accessing our website.

iv. ‘Item’ refers to the items or products we present or offer for sale via the website.

v. ‘Working day’ means Monday to Friday 9.30am – 5.30pm, excluding all English statutory and public holidays.

vi. ‘Cookies’ are small text files that link our website to your computer to monitor and improve your shopping experience.


2.  Content

i. Whilst every effort is made to ensure that all content on the website is accurate it is possible that there may be occasional errors.  We cannot be held responsible for any errors and you agree that any errors or omissions found within the website may be subject to correction.

ii. In some instances an error may result in us cancelling an order or withdrawing an item from sale.

iii. If you are directly affected by an error you will be notified of any such error and our resulting action; we will of course endeavour to meet your requirements if at all possible.

iv. All stated weights, dimensions and capacities are approximate and intended as a guide only.

v. Every effort is made to ensure that images are a true representation but computer equipment can distort images and the colour reproduction may not be a true representation of the item; we cannot be held responsible for any such distortion or misrepresentation.


3.  Privacy and Security

i. We use a recognised, highly secure company that encrypts all credit and debit card information.

ii. All personal information is treated as highly confidential. 

iii. All such information will be securely stored and safeguarded under the terms of the UK Data Protection Act 1998.

iv. We will use the information you provide for the following:

  • To process your orders and payments.
  • To contact you, if necessary with regard to your orders and deliveries.
  • To collect and use selected data, with the use of Cookies, to monitor the effectiveness of our website; the information is gathered to help us improve our service. 
  • To notify you of news, events and offers (provided you have agreed to accept such information).


v. You can ask to be removed from our mailing list at any time by clicking on the word ‘unsubscribe’ on an email received from us, or by emailing us at ask@kitchenscookshop.co.uk

vi. In line with most websites we use Cookies to monitor and assist you in your use of our website – you will need to enable Cookies to access our website.

vii. We will never rent, sell or give your name or contact details to any other organisation.

viii. Whilst our methods and procedures are designed to protect and secure all personal information we cannot be held liable for any unauthorised access to the data you provide via our website.

ix. Please be aware that we will provide your information if requested by any legal authority, such as the police or a court of law.

x. All contracts and written communication will be completed in English.


4.  Pricing

i. Prices for all items are in Sterling and inclusive of VAT @ 20% (where applicable) but exclusive of carriage charges.

ii. If, in the unlikely event, a published price is incorrect we will correct it immediately.  If you have ordered an item that is incorrectly priced we will inform you of the correct price and ask you to reconfirm or cancel your order.


5.  Orders 

i. Our delivery options are based on delivery within the UK. Please contact us for a quote if you are outside the UK.

ii. To place an order click on the appropriate box and enter the required quantity to add the item to your basket. 

iii. Once you have completed your shopping click on ‘Proceed to checkout’, select your delivery option and complete all details as requested.

iv. It is your responsibility to check the accuracy of your order, including the items ordered, delivery address and payment details. 

v. Your order will not be processed until we have received and processed all payment details. 

vi.We accept MasterCard, Visa, Visa Delta, Maestro and Electron cards.  (See point 5ix. regarding the purchase of knives).  We cannot accept some credit cards and debit cards from overseas - please contact us by phone or email to place your order.

vii. Provided all details are correct and payment is acceptable we will accept your order by acknowledging receipt of your order.

viii. We use a recognised, highly secure company that encrypts all card information, we cannot be liable if, through no fault of our own, your payment details are used unlawfully by a third party.

ix. We reserve the right to remove from sale or alter a price on any item at any time, this could be because: 

  • The item was unavailable
  • The pricing was incorrect
  • Your payment was not accepted

x.    The Offensive Weapons Act 1996 states that we cannot, by law, sell knives to anyone under the age of 18 – this includes all items that incorporate knives, such as a waiters friend corkscrew.  Therefore, if purchasing knives please note:

  • We ask you to enter your age and date of birth.
  • We also ask you to tick a box confirming the details are correct. 
  • All knives can only be purchased by credit card.
  • Knives will only be delivered to the billing address.


6.  Deliveries

i.   See all our delivery options here. We aim to deliver to the UK mainland within 3 working days (working days are Monday to Friday, excluding Bank Holidays).  Selected items, such as Kitchen Trolleys may take up to 28 days to deliver.  Deliveries to the Scottish Highlands, Northern Ireland and all the islands may take a day or two longer. Due to exceptional delivery charges applied to certain goods we may not be able to apply our standard delivery charges to some orders for the Highlands, Northern Ireland and islands around the UK - we will contact you directly if higher charges have to be applied. 

ii.  Orders received by 1.00pm will usually be delivered a day quicker than orders received later on the same day.

iii. We offer a delivery option by 12 noon the following day. Please contact us for a quote if you require a delivery on a specified day or time.

iv. To avoid failed/delayed deliveries please give us special instructions when placing your order regarding where the parcel may be left in your absence.  Items worth £10 or more must be signed for by either someone at your address or a designated neighbour.

v.  Please note, if our courier has to make repeated attempts to deliver a parcel they may impose extra charges; in such instances we may ask you to cover the extra costs.

vi. If there is a delay with your order we will contact you to explain the situation, you may at this stage want to:-

a) Cancel your order.
b) Select alternative products.                                                                                                                             
c) Continue with your order which we will despatch as soon as the stock is available.

vii. Whilst we make every effort to fulfil every order promptly we are not liable for any failure to deliver, or delay in delivering items you have ordered due to reasons beyond our control


7.  Collect from store

i.   You can choose to collect your order from one of our stores (Bath, Bristol or Cardiff) - this service is offered free of charge. Just tick the appropriate option on the 'Checkout' / 'Choose a delivery option' page.

ii.  Please allow up to 2 days for your order to be available at your chosen store - it will probably be sooner.

iii.  We will contact you when the goods are available.

iv.   To avoid fraud please bring a paper copy of your shipping note (which we will email to you), the credit / debit card used to pay for the goods and proof of ID.

v.  If someone else is collecting the order on your behalf please give them some documentation confirming the arrangement (an email is acceptable), they will also need a copy of your shipping note and proof of ID.


8.  Cancelling an order

i. If you, as a private individual (and not in the course of a business) buy from us over the website (without any face to face contact) you are entitled to change your mind, cancel your order and get a full refund. 

These cancellation rights do not apply:

  • If you buy in store.
  • If the items have been specially ordered for you (i.e. non-stock items).
  • On perishable items, such as foodstuffs where the container seal has been broken.

ii. If you wish to cancel your order you must do so in writing as soon as possible (email, fax or post).

iii. You may cancel at any time from when the order is placed and up to 14 days after you receive the items.

iv. If you have not yet received the items you can refuse delivery and ask for the items to be returned to us.

v. If you have already taken delivery of the items then please return them at your own expense in the same or similar delivery packaging.  We recommend that you obtain proof of posting for all packets and parcels and that you send items by Special Delivery if they are over £41 in value.

vi. Returned goods must be in a resaleable condition as new.

Full details of your rights under The Distance Selling Regulations are available from your local Trading Standards Service or Citizens Advice Bureau.


9.  Returns & Refunds

 i.    We hope you will be pleased and satisfied with your purchases, however, in the unlikely event that goods are faulty, not as described or not fit for purpose, we will refund or exchange in accordance with your legal rights.  Please report the matter to us immediately, either by email (ask@kitchenscookshop.co.uk), fax (029 2022 2788) or phone Customer Services (029 2022 7899 – Mon to Fri 9.30am to 5.30pm).

ii. Our returns policy is as follows:

If you are not happy with your purchase for any reason (other than faulty or not fit for purpose) we will offer a refund or exchange on condition that the item is:

  • Unused
  • In a resalable condition as new and in the original packaging
  • Returned within 14 days of receipt of the goods
  • Not a special order [non-stock item]
  • Is an unopened foodstuff

 iii. Before returning any items please phone (029 2022 7899) or email us to request a returns number.  We will need to know your order number, the item reference and your reason for the return. Please complete the details requested above.

 iv. To avoid damage in transit please pack items to be returned in the original carton and similar outer packaging as that in which you received the goods.

 v. We will refund all monies received, including the standard outbound delivery cost, within 14 days of receiving the goods back. In line with legislation we have the right to deduct monies from refunds if the goods show signs of unreasonable use leading to diminished value.

 vi. Items delivered damaged must be reported to us within 3 working days of receipt of delivery and may be returned (if requested by us) within 30 days for a refund (including outbound and return delivery costs).

 vii. Unless otherwise requested all goods to be returned should be addressed to: Web Sales Returns, Kitchens, 14 High Street, Cardiff. CF10 1AX.

 viii. Alternatively you can personally return items to any one of our stores; please take your invoice details together with the item to the store.

 ix. Cash refunds cannot be given for items purchased with Gift Vouchers – such purchases will receive Gift Vouchers to the value of the refund.

 x. Gift Vouchers cannot be exchanged for cash.


10.  Gift Vouchers

i.   Gift vouchers are available for purchase online and from any of our stores.

ii.  Gift vouchers can only be redeemed against purchases made in person at any of our stores.

iii. Gift vouchers cannot be used for payment of goods via the website.


11.  Intellectual property

i. The designs, all material and content contained within the website remains the property of Kitchens (Catering Utensils) Ltd or our suppliers or licensors. 

ii. The material and content is available to you for your own personal, non-commercial use only.


12. General

i. To enhance the value of our website we provide some links to other websites that you may choose to access.  We are not responsible or liable for the information contained within, or practices of any third party site.

ii. We make every effort to ensure that our Website is free of viruses but we cannot be held responsible for any damage that is caused to your computer by our website or any links via our site.  It is your responsibility to implement your own security measures on your equipment. 

iii. Kitchenscookshop reserves the right to alter, amend or delete any details on the website at any time.

iv. English and Welsh law applies to these Terms & Conditions.