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Terms and conditions, refunds, returns and Privacy poilcy

Terms & Conditions - KDH LTD - T/A Kitchen Design House - 10808820

These Terms and Conditions apply to your interaction with the website and every order placed with kitchen design house. We're believe in providing the best service to our customers. We endeavour to ensure you are happy with every step of the process and the following terms and conditions apply to your order and have been written in a simple and customer friendly way. Please read these carefully and in conjunction with the delivery terms and conditions below.

Our Contract with you

When you place an order you are confirming your intention to buy the product from us and we will send you an order acknowledgement within 24 hours. However your accepted ordered will only become legally binding once dispatched by us, until then we can decline to supply the goods for any reason, this is normally only applicable to circumstances beyond our control in this unlikely event we will refund you all monies you’ve paid to us.


We use stock from our store and the manufacturers live stock portals therefore the availability status shown on the website will be from either of these systems. Due to the stock management system we offer a 3/6 working day delivery schedule, but can offer this sooner depending on stock status, please contact us if you need the item sooner. Although these systems are very good occasionally things go wrong, if we encounter a stock issue we will contact you within 24 hours of this issue confirming the expected wait and offering you a refund of all monies paid.

Website Information

We try to specify accurate dimensions for every product listed on however, please be aware that the product dimensions are the general size of the appliance and do not include any protruding features such as controls and handles etc. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Sometimes the design or specification is changed by the manufacturer of a specific model without notice and we can't guarantee that the image displayed will accurately reflect the true colour and design of the product delivered to you.

You agreed to the following

Photos, videos, links and data used by us or our suppliers forms part of the website.

We are entitled to amend our website or product listings including prices without notice, if this affects your order you be notified.


All the prices include VAT, delivery is included in 95% of all orders but some postcodes are available at additional cost please check the delivery page for details or contact us for advice.


You can pay via credit/debit card including Visa, Mastercard and Amex via our merchant partners Klarna & Stripe, these payments are taken securely online using the latest secure transaction protocols. Depending on your individual status Klarna can offer pay after delivery payments as well, we also accept PayPal on all online orders at no extra cost an invoice via Paypal can also be arranged allowing you to pay without a Paypal account.


Home delivery is offered to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland). and most are included in the price but please check our delivery service page. Delivery will be via our own transport service, the manufacturer or a preferred third party carrier and is based on a one man service only. Once delivery has been confirmed we will email you a delivery date, then the day before we will email you an anticipated four hour time slot smaller items may be dispatched by parcel carrier including DHL and UPS.

Appliances are normally big and heavy items to lift, so under certain conditions it may not possible to get it into your property. This in normally due to steps, 3 or more, large steps, narrow corridors, radiators and restricted parking these may all affect our ability to deliver. It is your responsibility to ensure access to your property, you are the only person who can supply us this information. In situations where access cannot be gained we may be able to offer delivery to the nearest point for example your garage, conservatory etc, so you can make arrangements to get the product in. All items will need to be signed for as accepted and checked for damage as a normally delivery.


If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.

All damages must be notified with 48 hours of receipt, we recommend you unpack you item at the point of delivery or with 24 hours of receiving the item, please note any damage to the packaging on the delivery note, signing as unchecked does not negate the need to check the item for damage within 48 hours of receipt. We cannot offer return for any damaged items after 48 hours from delivery, you must ensure the item is checked for damage.

Delivery Limitations

On occasion due to something beyond our control there may be accidents leading to roads closures, adverse weather conditions like, floods, snow or high winds that affect our ability to deliver. In the event of any of these we will contact you as soon as possible to advise of the current situation but we can’t be held liable for any ongoing costs, tradesman, food deliveries, etc. if we can’t fulfil the delivery. In the event of heavy traffic delivery may be postponed as we are governed by the drivers hours regulations and the working time directive.

Disconnection & Reconnection

Disconnection is available for certain existing appliances for water, please note we can only connect and reconnect freestanding and/or built-in/integrated appliances if you have selected the service at the time of ordering. Disconnection is included in the installation for both freestanding and integrated appliances, please note disconnection is not available for hard-wired free standing appliances.


If you have selected a recycling only service please note the following, fridge or freezers must be defrosted and all food is removed, washing machines, dryers, and dishwashers must be emptied and all appliances must be disconnected from power and water ready to be collected. Once the appliance has been removed it will not be possible to return it.


Installation services are available for most of the products we retail, we will not offer the following services;

Any alterations to pipe work or wiring or undertaking any work with means of isolation for water or electric.
Current drainage unsuitable for connection
Cabinet, or floor alterations including carpentry work.

Advisory notes

Check the dimensions of your new appliance to ensure there is suitable ventilation, ensure there is adequate space between cooking appliances and adjacent furniture. If in doubt please consult with the manufacturer requirements. All appliance installations need a suitable means of isolation for electric and/or water. Some new appliances need different requirements from the old ones they replacing, If connecting a built-in or built under oven, the housing must be suitable to safely support the appliance. If anything is deemed unsuitable we will not be able to fit your appliance.


If you change your mind please provide us with notice of cancellation within 14 days of delivery to receive a refund. You can unpack the appliance and inspect it as you would had you bought the item from a shop. However all packaging must be undamaged and reusable and the item must but undamaged and unused without any marks, damage to the item or packaging will affect our ability to resell the item. We may subsequently charge you for the reduction in this value. Where you have not used the product and it is returned in the original packaging undamaged and complete you will receive a full refund within 14 days of the return of the item.

To cancel an order please call us on 01622 541310 with 14 of delivery of the item. There may be a charge for collection or you can return the item to us.

If Products are Faulty

You have statutory rights in relation to products which are faulty, we have a legal duty to supply products that meet the requirements to be of satisfactory quality and fit for purpose. This liability only extends to the product itself and we will not accept any liability for any associated costs, this includes installation, service calls and trades people. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

All appliances will be supplied with the manufacturers warranty in addition to your rights under the Sales of Goods Act. You will receive warranty of varying lengths depending on the manufacturer and item purchased normally a minimum of 1 year warranty covering all parts and labour, or in some instances and sometimes 2, 5 or even 10 years depending on the item. Promotions operated via manufacturers, included cashback and additional warranties are normally redeemed directly with the manufacturer. We accept no liabilities for any faults or associated cost or any subsequent damage caused by a faulty appliance.

Things Beyond Our Control

We will not be liable or responsible for any failure of our obligations under these terms caused by events outside our reasonable control, such events include;

Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
Impossibility of the use of public or private telecommunications networks
Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

Our Liability to You

Kitchen Design House operate with an ethos of great customer service every time, but occasionally things do go wrong and its how we manage these issues that counts. Our service is for the supply products for domestic and private use only, we are not liable for any loss of profit, loss of business, business interruption, business opportunity or associated costs to any damage caused by an item purchased from us.

If you need any assistance with any aspect of our service please ask us a question or contact us on 01622 541310.

We May Use Your Personal Information you provide us with to offer special promotional opportunities from us or third parties. you may request these be stopped at anytime by contacting us.

Telephone calls may be recorded for training and monitoring purposes only.

Our delivery information

Delivery dates depend on stock status and routing to assist you with a smooth service we offer a preferred date selection system which can be accessed in the checkout. You can select your preferred delivery date from this menu, we will endeavour to deliver on your preferred delivery date but we cannot guarantee it. We do ask that you allow three working days between your preferred delivery date request and the date you place the order, Saturdays and Sundays are also not part of the normal delivery schedule.

Depending upon your location, delivery will be made by our own vehicle and staff these areas include of Sussex, Essex, Kent & London.  We may cover other areas ourselves but we may also organise delivery direct from the manufacturers own home delivery service or preferred carrier. Collections are also possible, please contact for information on the collection process.

Deliveries are made to your room of choice on the ground floor, we can deliver to an alternative location but we must know in advance, all deliveries are undertaken within Health and Safety parameters and delivery services will be undertaken according to the size and weight of the product in question, please contact us for details.

You can track the progress of you order by clicking the link below, please note tracking information is only available for deliveries undertaken on our own vehicles. Any delivery via carrier or direct from the manufacturer will not be available to view.

You will need your email address or phone number and your order number to check to the progress of your order via the link. Please note the status of your order is only updated once allocated to a vehicle and may show as "info received" until this process is complete, if you have been given a delivery date in advance this will still apply until fully allocated.

Delivery confirmation

A signature will be required for all deliveries, standard deliveries are made between the hours of 7am and 9pm, 6 days a week. 

Once a delivery date is confirmed you must be available to accept the delivery or notify us within 24 hours of the confirmation to rearrange the date, during delivery the delivery driver will;

  • Remove all packaging on the doorstep at your request.

  • Obtain a signature for the acceptance of delivery.

  • Allow adequate time for the condition of the appliance to be checked thoroughly.​​​​​​



If damage is noted at delivery you must refuse the delivery and sign as refused with the reason noted on the paperwork, if you notice damage after delivery and within 48 hours you must not install any damaged items this will be considered as acceptance of goods and the item will be non-refundable.

Damaged goods must be reported within 48 hours of delivery to us, we may use our discretion after this period.

In the case of a faulty item it may be a requirement that a service agent is appointed by the manufacturer to diagnose the fault prior to a replacement being arranged. 

Deliveries made to warehouses, shipping agents, couriers, forwarding agents etc, as requested by the customer will cease to be our responsibility once signed for as in good condition by the third party. This clause is in place as we cannot be held responsible for the handling of the items by the third party once delivered.

Delivery Charges

Delivery is free to most UK postcodes excluding;

The Isle of Wight, Channel Islands, Isle of Skye, Isle of Man, Orkney Isles, Scottish Isles Minor, Shetland Isles, Ireland and Scottish Highlands. (Please contact us for delivery information to these locations)

International Deliveries

Our deliveries are restricted to the UK Mainland we can arrange to have your goods delivered to a UK shipping agent on your behalf to be forwarded to your delivery location outside of the UK at your own cost.

Delivery lead times

Please note it may be possible to arrange delivery within 48 hours but please contact us first as this is not part of our standard delivery service.

Delivery to London and the South East is normally 2/5 working days for UK wide delivery services please allow 3/7 working days following confirmation of your order, but certain areas may be longer please contact us for further information regarding your order.

Once delivery is confirmed you will receive confirmation of the order, you will then be contacted again to confirm a delivery date. The day before we will confirm the delivery time slot.

Disposal of old appliance

Please ensure all appliance for recycling are ready and accessible to collect from your property before our arrival the driver will not be able to collect your old appliance otherwise. 

Disposal of your old appliance can be undertaken on a like for like basis only, excluding USA style fridge freezers and Range cookers, for £25 this charge represents the cost of transport only, we can offer recycling of these larger appliances but please call us to confirm. Recycling of Major appliances is not offered which includes, French style cooling appliances, AGA's, Subzero, Mastercool, appliances etc, this relates to all appliances over 125KG weight for to health and safety reasons.

Delivering Your Purchase

Our driver will endeavour to deliver your order into a room of your choice situated on the ground floor only with suitable access.

Our standard one man delivery service may not be able to deliver standard width appliances into your property if you have more than three standard steps at any point or/and awkward access and/or narrow hallways etc.

Appliances over 70cm in width including USA style Fridge Freezers and Range cookers can be delivered by our Free standard delivery service to kerb side or a close as possible to the property entrance. A one man delivery service will not be able to deliver this size of item into your property unless there is flat access or assistance is provided on site.

Its recommended that a two man delivery service is chosen at the checkout when ordering large appliances as re-delivery charges will apply for a failed delivery if you are unsure please contact us for advice. The delivery access routes inside your property should be adequately protected to protect your property as the delivery team may need to equipment to deliver your appliance.

Non-Billing Address Deliveries

When you request delivery to a different address this must be notified at the time of ordering in the checkout, after confirmation it may not be possible to arrange delivery to a different address.

Arranging a Delivery Date

In-stock will mean either we are physically holding the stock or new stock is in transit from the manufacturer.

Standard delivery is 2/6 working days based on the in stock status this can be next day depending on routing and availability  although sometimes for reasons beyond our control this is not possible but we will inform update you accordingly.

Its recommend that you do not book contractors until we have physically delivered the item we are always available to discuss the anticipated delivery schedules if you have any specific requirements. Contact will be made within 48 hours of you placing an order to confirm an estimated delivery schedule, some orders may be delivered directly from the manufacturer depending on location and could take between 4/9 days we will update you via email during this process. If your delivery is via the manufacturer the following stages will apply;

  • Delivery Contractor will contact you at least 48 hours prior to delivery to confirm that the day of delivery is suitable, this can be rearranged directly with the carrier if required.

  • Confirm the delivery address, access and contact details.

  • Confirm the order being delivered along with any recycling services booked.

  • They will provide an estimated delivery date and time frame for the agreed day.

Installation services

Freestanding appliance installation services is £40 and integrated is £100 these services are only available in the following areas, Kent, London, and the Southeast.
Installation services are available on integrated and free-standing ovens, washing machines, cooling, laundry and dishwashers they will be performed subject to the following criteria being met;

  • Connection can only be made to existing pipe work and wiring, with a means of isolation.

  • Connections will not be made if the mains socket or plumbing is considered unsafe.

  • Carpentry, electrical or plumbing work will not be undertaken as part of these services.

If the delivery driver considers that the installation service is suitable then he will provide the following;

  • Remove the transit bolts and packaging as required

  • Level the feet on the appliance as reasonably practical.

  • Connect the appliance to the power supply and/or power water connections.

  • Run test program to ensure that the appliance is functioning correctly and free from leaks.

Integrated installation services are available on Ovens, cooling, laundry and dish washing appliances they will be performed subject to the following criteria being met;

  • Connection can only be made to existing pipe work and wiring, with means of isolation.

  • Connections will not be made if the mains socket or plumbing is considered unsafe.

  • Carpentry, electrical or plumbing work will not be undertaken as part of these services.

Privacy Policy 

This privacy policy sets out how KDH LTD uses and protects any information that you give KDH LTD when you use this website.

Appliance Superstore is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Appliance Superstore may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we may collect

We may collect the following information:

  • Name and address

  • Contact information including email address

  • Demographic information such as postcode, preferences and interests

  • Other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • To process your order and obtain payment

  • Internal record keeping

  • We may use the information to improve our products and services

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 2018. If you would like a copy of the information held on you please write to us.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.

All rights reserved KDH LTD T/A Kitchen Design House - 32 Riverside Estate, Sir Thomas Longley Road, Medway City Estate, Rochester, ME2 4DP

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