TIMBERCRAFT CUSTOMWOOD LTD
TERMS AND CONDITIONS OF TRADING
(Consumer Contract Version)
Important Information
These Terms and Conditions apply to consumer quotations, designs, sales, supply of goods, delivery, installation and related services provided by Timbercraft Customwood Limited. They should be read together with the customer quotation, approved design, drawings, specifications, payment schedule, Customer Care Manual and any written variations agreed with Timbercraft.
Nothing in these Terms and Conditions excludes, restricts or reduces any statutory consumer right or remedy which cannot lawfully be excluded or restricted.
By approving the final quotation or design and paying the required deposit, the customer confirms acceptance of these Terms and Conditions, subject to any statutory rights that apply.
Key Terms Requiring Particular Attention
| Installation scope | Timbercraft is responsible only for work included in the Timbercraft contract and carried out by Timbercraft or under Timbercraft’s contractual responsibility. Independent third-party work is outside Timbercraft’s responsibility except where the law provides otherwise. |
| Customer-supplied appliances | If Timbercraft did not sell the appliance, Timbercraft does not warrant the appliance itself. Timbercraft is responsible only for the installation service it expressly agrees to perform. |
| Appliance registration | Customers should register appliances with the relevant manufacturer where required or recommended for a manufacturer guarantee, extended warranty or promotional cover. Manufacturer cover is additional to statutory rights. |
| Moisture and steam | Furniture is not waterproof. Water, steam, condensation and grease must be removed promptly. Damage caused by prolonged exposure is not an installation defect unless its underlying cause is a matter for which Timbercraft is responsible. |
| Aftercare | The original installation does not include lifetime free maintenance. Later maintenance, adjustment, wear and tear, appliance access and non-Timbercraft issues may be chargeable. |
| Site readiness | The customer must provide a safe, dry and ready site. Aborted visits, additional labour, storage, redelivery or remobilisation caused by an unready site may be chargeable. |
| Third-party alterations | Timbercraft is not responsible for damage or faults caused by later work, removal, alteration or refitting undertaken by the customer or an independent third party. |
Contents
1. Definitions
1.1 “Timbercraft” or “the Company” means Timbercraft Customwood Limited.
1.2 “Customer” means the individual entering into the contract for purposes wholly or mainly outside that person’s trade, business, craft or profession.
1.3 “Goods” means furniture, cabinetry, fittings, accessories, appliances and other products supplied by Timbercraft under the contract.
1.4 “Furniture” means kitchen, utility, bedroom, living room, bathroom or other cabinetry and associated furniture components supplied under the Timbercraft contract.
1.5 “Services” means those design, survey, delivery, installation, aftercare or other services expressly included in the customer’s quotation or subsequently agreed in writing.
1.6 “Contract” means the agreement comprising the accepted quotation, approved design and specification, these Terms and Conditions and any subsequent written variation accepted by Timbercraft.
1.7 “Third-Party Works” means building, electrical, plumbing, gas, flooring, tiling, decorating, structural, ventilation, appliance, worktop or other work not carried out by Timbercraft or under Timbercraft’s contractual responsibility.
1.8 “Customer-Supplied Goods” means appliances, sinks, taps, handles, lighting, worktops, accessories or any other item purchased by the customer from a person other than Timbercraft.
2. Quotations and Pricing
2.1 Quotations are valid for 14 days unless a different validity period is stated in writing.
2.2 Prices include Value Added Tax at the rate stated or applicable when the quotation is issued, unless the quotation expressly states otherwise.
2.3 Before an order is confirmed, Timbercraft may revise a quotation where specifications, quantities, supplier prices, taxes, exchange rates, site information or other relevant inputs change.
2.4 After a contract is confirmed, the agreed price will not be changed except where the customer requests or approves a variation; site conditions materially differ from the information reasonably available when the quotation was prepared; measurements or service positions supplied by the customer or a third party prove inaccurate; additional work becomes reasonably necessary and is agreed; or the law requires a change.
2.5 Clerical, typographical and obvious calculation errors may be corrected, with the customer being informed promptly.
2.6 A quotation based on architects’ drawings, customer dimensions, builders’ drawings or other third-party information remains subject to Timbercraft site measurement and technical verification where relevant.
2.7 Where actual site conditions materially differ from those represented to Timbercraft, Timbercraft may pause work and submit a revised design, specification, programme or quotation before proceeding.
3. Design, Drawings and Approval
3.1 The customer must carefully review the final design, specification and drawings before approval and must promptly identify any error or requested change.
3.2 Approval confirms, subject to Timbercraft’s own legal and professional obligations, the customer’s acceptance of the layout, finishes, colours, appliance positions, handles, worktops and other visible design choices shown.
3.3 Computer-generated images, screen representations, printed visuals and samples are illustrative. Colour and appearance may differ between screens, print, samples and finished products.
3.4 Dimensions shown on design drawings remain subject to final technical verification where appropriate.
3.5 Changes requested after final approval may result in additional charges, replacement components, manufacturing delays or a revised delivery or installation date.
3.6 Drawings supplied for builder, electrician, plumber or other contractor coordination must be checked by those contractors against the site and their own regulatory obligations. Unless expressly included in Timbercraft’s contract, Timbercraft does not supervise or certify independent third-party works.
4. Orders, Deposits and Contract Formation
4.1 An order is confirmed when Timbercraft accepts the order following receipt of the required deposit and the necessary design approval.
4.2 The deposit secures design, administration, manufacturing and supplier commitments associated with the project. It is not described as automatically non-refundable in all circumstances; any retention or deduction on cancellation will be limited to amounts Timbercraft is legally entitled to retain, having regard to work carried out, costs incurred, bespoke goods and supplier commitments.
4.3 Once furniture has entered production or third-party goods have been ordered specifically for the customer, changes or cancellation may be impossible or may result in reasonable charges.
4.4 Timbercraft may require further staged payments before manufacturing, delivery or installation in accordance with the accepted quotation.
5. Bespoke and Made-to-Order Goods
5.1 Timbercraft furniture is manufactured or ordered specifically for the customer’s approved design, specification and dimensions.
5.2 Where applicable under consumer law, goods made to the customer’s specifications or clearly personalised may be excluded from statutory cancellation rights that would otherwise apply to certain distance or off-premises contracts.
5.3 This does not remove statutory rights relating to faulty, non-conforming or incorrectly supplied goods.
6. Cancellation and Returns
6.1 A request to cancel must be made to Timbercraft in writing.
6.2 Where a cancellation occurs before manufacturing or supplier commitment has commenced, Timbercraft may deduct reasonable costs and losses already incurred, including design, surveying, technical preparation, administration and project-specific expenditure, where legally permitted.
6.3 Where manufacturing has commenced or goods have been ordered specifically for the customer, the customer may be responsible for reasonable losses arising from cancellation, including the cost of goods that cannot reasonably be cancelled, returned or reused.
6.4 Timbercraft will provide appropriate details of cancellation charges where requested.
6.5 Bespoke furniture and made-to-order worktops are not accepted for change-of-mind return where the law permits that restriction.
6.6 Standard appliances, sinks, taps, lighting and accessories may be returnable only where permitted by law and by the relevant supplier conditions. Any handling or restocking charge must be reasonable, transparent and legally permissible. No such charge applies where a return is required because of a matter for which Timbercraft is legally responsible.
6.7 Nothing in this section affects any statutory right of cancellation, rejection, repair, replacement, price reduction or refund that applies.
7. Payment and Ownership
7.1 Payments must be made in accordance with the payment schedule shown on the customer’s quotation or invoice.
7.2 Unless otherwise agreed in writing, sums due before delivery or installation must be received before that stage takes place.
7.3 Timbercraft may postpone delivery or installation where an amount properly due under the contract has not been paid.
7.4 Ownership of goods remains with Timbercraft until those goods have been paid for in full, subject to applicable law.
7.5 Risk in goods will pass in accordance with applicable consumer law. Timbercraft does not rely on a blanket provision that transfers all risk merely because goods have been delivered where the law places risk elsewhere.
8. Site Measurement and Building Conditions
8.1 Timbercraft measurements relate to areas reasonably accessible and visible at the time of survey.
8.2 Timbercraft is not responsible for concealed structural conditions, concealed services or defects that could not reasonably have been identified during a normal site survey.
8.3 Unless expressly included in the contract, Timbercraft does not undertake structural engineering or certify the adequacy of walls, floors, ceilings, lintels, beams or other parts of the building.
8.4 Building dimensions and conditions may change after survey because of plastering, flooring, dry lining, structural work or other building work.
8.5 Where subsequent changes affect the approved design or installation, additional work, replacement components, delays or charges may arise.
9. Customer and Builder Responsibilities
9.1 The customer is responsible for ensuring that building works are coordinated with the approved Timbercraft drawings where those drawings have been issued for construction coordination.
9.2 Unless expressly included in Timbercraft’s quotation, structural works, plumbing, electrical works, gas works, ventilation and ducting, flooring and floor levelling, plastering, decorating, tiling, drainage, building control compliance, relocation of services and specialist final connections remain the responsibility of the customer and the relevant independent contractor.
9.3 The customer must ensure that independent contractors are suitably qualified, registered or certified where required by law.
9.4 Timbercraft is not responsible for loss, damage, additional work or delay to the extent caused by independent third-party work, except where Timbercraft is legally responsible for that person or work.
10. Site Readiness and Access
10.1 The site must be clean, dry, safe and reasonably ready for installation on the agreed date.
10.2 Unless otherwise agreed, floors must be complete, dry and sufficiently level; walls complete, plastered and sufficiently dry; structural work complete; plumbing and electrical first fix complete; services positioned in accordance with agreed drawings; safe access available; the installation area cleared; and adequate working space available.
10.3 Timbercraft may postpone or suspend installation where proceeding would be unsafe, unreasonable or likely to damage furniture, appliances or property.
10.4 Where the site is not ready, or information provided to Timbercraft proves materially incorrect, reasonable additional costs arising from aborted visits, additional labour, transport, storage, redelivery, remobilisation or replacement components may be charged, provided those costs are properly explained and legally permissible.
10.5 The customer must notify Timbercraft in advance of restricted parking, stairs, lifts, narrow access, access time restrictions or other circumstances likely to affect delivery or installation.
11. Delivery, Storage and Programme
11.1 Delivery and installation dates are given in good faith and may depend on manufacturing, supplier availability, transport, site readiness and other circumstances.
11.2 Timbercraft will use reasonable efforts to meet agreed dates but may reasonably revise the programme where necessary.
11.3 Timbercraft is not responsible for delay caused by events genuinely outside its reasonable control.
11.4 Where goods are ready but delivery or installation cannot proceed because the customer’s site is not ready or access is unavailable, Timbercraft may arrange storage and may charge reasonable storage, handling, transport and redelivery costs.
11.5 The customer must provide safe and reasonable access for delivery and installation.
12. Scope of Timbercraft Installation Responsibility
12.1 Timbercraft is responsible for furniture installation and other installation services only to the extent that those services are included within the Timbercraft contract and are carried out by Timbercraft or by a person working under Timbercraft’s contractual responsibility.
12.2 Timbercraft’s responsibility does not extend to work independently undertaken by the customer’s builder, electrician, plumber, gas installer, flooring contractor, tiler, decorator, appliance installer, worktop contractor, ventilation contractor or other independent third party.
12.3 Timbercraft is not responsible for a defect, failure, damage or additional cost to the extent caused by third-party work; incorrect electrical, plumbing or other service installation; movement of services after survey; building movement or structural defects; floors or walls outside reasonable tolerances; leaks, water ingress, condensation or excessive humidity originating outside Timbercraft’s work; third-party alteration of Timbercraft furniture; or failure to follow reasonable care instructions.
12.4 If Timbercraft furniture is removed, altered, modified, cut, dismantled, drilled, relocated, refitted or otherwise interfered with by a third party, Timbercraft is not responsible for faults or damage caused or contributed to by that intervention.
12.5 Nothing in this section excludes responsibility Timbercraft has under consumer law for goods or installation supplied under its contract.
13. Appliances
13.1 General distinction
13.1.1 Appliances are manufactured by independent appliance manufacturers. Timbercraft does not manufacture appliances and cannot control their internal components, software, electronics, product performance or subsequent reliability.
13.1.2 The contractual position depends on whether the appliance was supplied by Timbercraft or independently purchased by the customer and merely installed, positioned or accommodated by Timbercraft.
13.2 Appliances supplied by Timbercraft
13.2.1 Where an appliance is purchased directly from Timbercraft, Timbercraft is the retailer and will comply with its obligations under applicable Irish consumer law.
13.2.2 The appliance may additionally benefit from a manufacturer guarantee, commercial warranty or promotional extended warranty.
13.2.3 Customers should register appliances promptly with the relevant manufacturer where registration is required or recommended to activate or extend manufacturer cover. Failure to register may result in loss of additional manufacturer cover that is conditional on registration.
13.2.4 Timbercraft will provide available proof of purchase and model details reasonably required for registration.
13.2.5 A manufacturer guarantee or warranty is additional to statutory rights and does not replace them.
13.3 Manufacturer diagnostics and repairs
13.3.1 Timbercraft furniture installers are not appliance diagnostic engineers unless expressly stated otherwise.
13.3.2 Where an appliance develops an error code, internal electrical or electronic fault, mechanical fault, software fault, heating fault, motor or pump fault, refrigeration fault, control-panel fault or other issue requiring specialist diagnostics, the manufacturer’s authorised service department will normally be the appropriate first technical route.
13.3.3 Where Timbercraft supplied the appliance, Timbercraft may direct or assist the customer in accessing the manufacturer’s authorised service network where appropriate. This does not remove statutory rights against Timbercraft as retailer.
13.4 Appliances not purchased from Timbercraft
13.4.1 Where an appliance is purchased by the customer from another retailer, supplier, website or manufacturer, Timbercraft is not the seller of that appliance.
13.4.2 If Timbercraft agrees to install, position or integrate that appliance, Timbercraft’s role in relation to the appliance is limited to the installation service expressly agreed.
13.4.3 Installation by Timbercraft does not make Timbercraft responsible for the appliance itself and does not create a Timbercraft product warranty or guarantee for that appliance.
13.4.4 Product faults and claims relating to the manufacture, quality, internal operation, durability or reliability of an independently purchased appliance must be pursued by the customer against the retailer, supplier or manufacturer as appropriate.
13.5 Matters outside Timbercraft responsibility for customer-supplied appliances
13.5.1 Unless caused by Timbercraft’s installation work, Timbercraft is not responsible for manufacturing defects, mechanical defects, electrical or electronic defects, software defects, component failure, control-board failure, motor or pump failure, heating-element failure, refrigeration failure, internal leaks, product recalls, unusual noise, vibration, performance issues, energy-consumption issues, cosmetic manufacturing defects or other appliance faults.
13.5.2 The fact that Timbercraft installed an appliance does not establish that a subsequent appliance fault was caused by Timbercraft.
13.6 Customer responsibility for appliance selection
13.6.1 Unless Timbercraft has expressly specified and confirmed the exact appliance model in writing, the customer is responsible for selecting a customer-supplied appliance and for its suitability, dimensions, compatibility, ventilation requirements and service requirements.
13.6.2 The customer must ensure that the appliance is complete, undamaged and supplied with all necessary fittings and installation components.
13.6.3 Timbercraft’s acceptance of a model number or dimensions supplied by the customer does not constitute a warranty as to the appliance’s quality, performance or suitability unless Timbercraft has expressly undertaken responsibility for selecting it.
13.7 Model numbers and technical information
13.7.1 The customer must provide the exact manufacturer and full model number sufficiently in advance of final design approval and manufacture where the appliance affects furniture dimensions or installation requirements.
13.7.2 Timbercraft may rely on manufacturer technical drawings, manufacturer dimensions, supplier specifications and information supplied by the customer.
13.7.3 Timbercraft is not responsible for incompatibility caused by inaccurate, incomplete or subsequently changed information supplied by the customer, appliance retailer or manufacturer.
13.7.4 If appliance specifications change after furniture is ordered or manufactured, resulting alterations, replacement components, additional labour or return visits may be chargeable.
13.8 Change of appliance after design approval
13.8.1 The customer must not substitute an appliance model after final kitchen approval without notifying Timbercraft.
13.8.2 Appliances described as the same nominal size can have different ventilation requirements, door configurations, hinge positions, installation clearances, plinth requirements, connection positions or housing requirements.
13.8.3 Where the customer changes an appliance after design approval, Timbercraft is not responsible for resulting incompatibility unless Timbercraft subsequently approves the replacement model in writing. Required modification, replacement furniture, labour or return visits may be chargeable.
13.9 Right to refuse installation
13.9.1 Timbercraft may refuse to install a customer-supplied appliance where it appears damaged, incomplete or incompatible; required components are missing; installation would conflict with manufacturer instructions; services or ventilation are unsuitable; specialist work is required; installation may damage the appliance or furniture; installation may be unsafe; or Timbercraft otherwise reasonably considers the proposed installation inappropriate.
13.9.2 A reasonable additional charge may apply where Timbercraft must return after the relevant issue has been rectified.
13.10 Timbercraft installation responsibility
13.10.1 Where Timbercraft agrees to install a customer-supplied appliance, Timbercraft is responsible for performing only the installation work expressly included in its contract with the care and skill required by law.
13.10.2 Timbercraft’s responsibility is confined to loss, damage or defect caused by that installation work or by a person carrying it out under Timbercraft’s contractual responsibility. Timbercraft does not assume responsibility for the appliance itself merely because it has handled, positioned, installed or integrated it.
13.11 Pre-existing and concealed defects
13.11.1 Timbercraft is not responsible for pre-existing damage, concealed damage, factory damage, internal appliance defects or defects that could not reasonably have been detected during installation.
13.11.2 Installation does not amount to an inspection, certification or confirmation that the appliance is free from defects.
13.12 Inspection before installation
13.12.1 Customers should inspect independently purchased appliances when delivered and report visible damage promptly to the seller.
13.12.2 Where an appliance remains packaged until the Timbercraft installation date, Timbercraft is not responsible for damage occurring before Timbercraft takes possession or control of the appliance.
13.12.3 If visible damage is identified on unpacking, Timbercraft may record the condition and may decline to install the appliance.
13.13 Testing and commissioning
13.13.1 Unless expressly included in writing, Timbercraft’s installation service does not include comprehensive functional testing, commissioning, diagnostic testing or certification of a customer-supplied appliance.
13.13.2 A basic operational check, where reasonably possible, does not confirm that every programme, function, component or safety system operates correctly.
13.14 Electrical, plumbing, gas and specialist connections
13.14.1 Fitting an appliance into furniture is separate from specialist connection work.
13.14.2 Unless expressly stated in the quotation, Timbercraft’s appliance installation service does not include new electrical circuits, electrical rewiring, gas connection, alteration of gas services, substantial plumbing alterations, relocation of services, structural alterations or other specialist works.
13.14.3 Work required by law to be carried out by a suitably qualified or registered contractor must be carried out by the appropriate contractor.
13.14.4 Timbercraft accepts no responsibility for work independently carried out by the customer’s electrician, plumber, gas installer or other contractor, except where the law provides otherwise.
13.15 Services and connection points
13.15.1 The customer is responsible for ensuring that required electrical, plumbing, gas, drainage and ventilation services are correctly positioned and suitable unless provision or alteration of those services is expressly included within Timbercraft’s contract.
13.15.2 Timbercraft is not responsible for appliance failure or damage caused by defective electrical supply, incorrect voltage, defective sockets or isolators, inadequate electrical circuits, incorrectly positioned services, unsuitable water pressure, blocked or inadequate drainage, third-party plumbing leaks, incorrect ventilation, unsuitable ducting or other building services outside Timbercraft’s responsibility.
13.16 Manufacturer instructions
13.16.1 Customer-supplied appliances must be capable of installation in accordance with the manufacturer’s installation requirements. Timbercraft will not knowingly install an appliance in a manner it considers unsafe or materially contrary to those requirements.
13.16.2 Where additional furniture alteration or ventilation becomes necessary because of appliance requirements not identified before manufacture, the additional work may be chargeable.
13.17 Subsequent appliance faults and access
13.17.1 Where a customer-supplied appliance subsequently develops a fault, the customer must contact the responsible retailer, supplier or manufacturer. Timbercraft is not obliged to diagnose a customer-supplied appliance fault.
13.17.2 Where a manufacturer or service engineer requires an appliance, plinth or surrounding furniture to be removed for access, that work is not automatically included in the original Timbercraft installation contract.
13.17.3 If Timbercraft is requested to attend for appliance access, removal or refitting, Timbercraft may charge reasonable call-out, labour, travel and material costs unless the attendance is required solely because of a matter for which Timbercraft is legally responsible.
13.18 Replacement appliances
13.18.1 Timbercraft does not guarantee that a replacement appliance supplied later by another retailer or manufacturer will have identical dimensions or installation requirements. Furniture alteration required to accommodate a replacement may be chargeable unless required because of an original Timbercraft installation error.
13.19 Damage during Timbercraft installation
13.19.1 Where Timbercraft or a person working under Timbercraft’s responsibility physically damages a customer-supplied appliance through a failure to exercise the required care and skill during installation, Timbercraft will assess and address that damage in accordance with its legal obligations.
13.19.2 This does not extend to pre-existing damage, concealed defects or faults inherent in the appliance.
13.20 Proof of purchase and registration for customer-supplied appliances
13.20.1 For an appliance Timbercraft did not sell, the customer is solely responsible for retaining proof of purchase, registering the appliance, retaining evidence of any extended warranty, complying with manufacturer warranty conditions and making retailer or manufacturer warranty claims.
14. Worktops, Stone and Other Materials
14.1 Stone, ceramic, quartz, timber and other worktops may show variations inherent in natural material or manufacturing processes.
14.2 Natural stone can vary in colour, markings, veining, pattern and texture. These characteristics are not in themselves defects.
14.3 Samples are representative only and cannot guarantee an exact match across an entire finished surface.
14.4 Joints, seams and changes in pattern may be necessary because of slab size, access, design or manufacturing requirements.
14.5 Worktop templating can take place only when the relevant furniture and site conditions are sufficiently complete.
14.6 Timbercraft is not responsible for worktop defects or damage caused by independent third-party templating, manufacture or installation where that third party is not working under Timbercraft’s contractual responsibility.
15. Furniture Care, Water, Steam, Heat and Moisture
15.1 Kitchen and household furniture is designed for normal indoor domestic use but is not waterproof.
15.2 The customer must promptly wipe away water, liquid, grease and other residue from furniture surfaces, edges, doors, drawers, panels, worktops and joints.
15.3 Particular care is required around sinks, dishwashers, kettles, coffee machines, ovens, hobs, washing machines, tumble dryers, integrated refrigeration, steam-producing appliances and plumbing connections.
15.4 Doors, drawer fronts and surrounding furniture exposed to steam, water or condensation must be dried promptly.
15.5 Prolonged or repeated exposure to water, steam, condensation, excessive heat, excessive humidity or grease can cause swelling, delamination, discolouration or other deterioration.
15.6 Timbercraft is not responsible for deterioration caused by misuse, lack of reasonable care, unresolved leaks, persistent condensation, prolonged moisture exposure, excessive heat or failure to follow supplied care guidance, except where liability cannot legally be excluded.
15.7 A plumbing or appliance leak must be dealt with promptly and affected furniture dried as quickly as reasonably possible.
15.8 Failure to clean or dry residual grease and moisture may cause damage over time and is treated as a care and maintenance matter rather than an installation defect unless the underlying cause is one for which Timbercraft is responsible.
16. Completion, Inspection and Snagging
16.1 Following installation, Timbercraft may prepare a completion or site report identifying agreed outstanding items.
16.2 Minor outstanding items do not necessarily prevent the installation from being substantially complete.
16.3 Customers should inspect the furniture promptly and report visible concerns as soon as reasonably possible.
16.4 Timbercraft requests notification of visible installation issues within 7 days where practicable so that they can be inspected promptly. This request does not remove or shorten statutory rights relating to a defect or lack of conformity that becomes apparent later.
16.5 A sign-off or completion report records the apparent condition and known outstanding items at completion; it does not remove statutory rights that cannot lawfully be excluded.
17. Defects and Remedial Work
17.1 Where goods or services supplied by Timbercraft do not conform to the contract, Timbercraft will provide the remedies required by applicable consumer law.
17.2 Timbercraft must be given reasonable access and a reasonable opportunity to inspect an alleged defect for which Timbercraft is said to be responsible.
17.3 Where Timbercraft accepts responsibility for an issue capable of repair or replacement, Timbercraft will arrange appropriate remedial work within a reasonable period, taking account of the nature of the issue and the availability of replacement parts.
17.4 Bespoke replacement furniture or components manufactured outside Ireland may be subject to manufacturing and transport lead times.
17.5 Where a customer arranges for a third party to alter or repair Timbercraft furniture without first giving Timbercraft a reasonable opportunity to inspect and, where appropriate, remedy the alleged defect, Timbercraft will not be responsible for additional damage or costs caused by that intervention.
17.6 The previous clause does not prevent reasonable urgent action where necessary to protect health, safety or property from immediate damage.
17.7 Timbercraft is not responsible for faults caused solely by misuse, accidental damage, fair wear and tear, inadequate maintenance, third-party alterations, customer-supplied materials, independent third-party services, building defects or failure to follow reasonable care instructions.
18. Aftercare, Maintenance and Return Visits
18.1 Completion of the original service
18.1.1 Once the contracted installation works and agreed outstanding installation items have been completed, Timbercraft’s original installation service is complete.
18.1.2 Completion does not create an ongoing maintenance, servicing or lifetime aftercare contract. Timbercraft remains responsible for obligations imposed by law but is not required to provide indefinite free maintenance, adjustment or repair throughout the lifetime of the kitchen or furniture.
18.2 Defect versus maintenance
18.2.1 Furniture in a working home is subject to normal use, movement, wear and environmental conditions. Over time it may reasonably require hinge or drawer adjustment, door alignment, handle tightening, shelf adjustment, replacement of worn consumable components, sealant maintenance, cleaning, lubrication, minor alignment or other routine maintenance.
18.2.2 A maintenance or adjustment requirement does not by itself establish that the furniture or original installation was defective.
18.3 No lifetime free call-out service
18.3.1 The purchase of Timbercraft furniture does not entitle the customer to unlimited or lifetime free service visits.
18.3.2 After completion of the original installation and agreed remedial work, later attendance may be treated as a separate aftercare or maintenance service. Where the issue is not a defect or installation matter for which Timbercraft remains legally responsible, Timbercraft may charge reasonable call-out, labour, travel, material, parking, access and other directly related costs.
18.3.3 Where reasonably practicable, Timbercraft will advise the customer of the potential charge before attendance.
18.4 Requests made months or years after installation
18.4.1 Where a customer contacts Timbercraft months or years after completion, Timbercraft will assess the nature, age and likely cause of the issue. The age of the kitchen does not automatically determine responsibility, but Timbercraft is not required to provide free repair or maintenance merely because it originally supplied or installed the kitchen.
18.4.2 A free remedial visit is appropriate only where the issue is one for which Timbercraft remains responsible under the contract or applicable law. Otherwise, attendance may be offered as a chargeable aftercare service, subject to availability.
18.5 Normal wear and tear
18.5.1 Timbercraft is not responsible for deterioration arising from normal wear and tear, including worn moving parts after prolonged use, loose handles caused by use, scratches, dents, impact damage, chipped edges, worn finishes, fading, staining, deterioration of silicone or sealants, general ageing, inappropriate cleaning methods, accidental damage or other ordinary use-related deterioration.
18.5.2 Where Timbercraft can assist with these matters, the work may be treated as chargeable maintenance.
18.6 Customer maintenance responsibility
18.6.1 The customer is responsible for routine maintenance and for caring for furniture in accordance with the Customer Care Manual, including keeping furniture dry, promptly wiping water and condensation, removing grease and food residue, avoiding prolonged steam exposure, using appropriate cleaning products, preventing persistent leaks and arranging prompt repair of leaking appliances or plumbing.
18.6.2 Failure to carry out reasonable maintenance may affect Timbercraft’s responsibility where that failure caused or contributed to the damage.
18.7 Building movement and environmental conditions
18.7.1 Timbercraft is not responsible for later movement or deterioration caused by settlement of the property, movement of walls or floors, structural movement, changes in heating or humidity, water ingress, damp, leaks, flooring changes, building alterations or other works carried out after installation, except where Timbercraft itself is responsible for the cause.
18.7.2 Where these matters cause furniture to require adjustment or alteration, Timbercraft attendance may be chargeable.
18.8 Appliance access and aftercare
18.8.1 Timbercraft does not provide free furniture removal, appliance removal or refitting merely because access is required to service an appliance.
18.8.2 Where a manufacturer, retailer, engineer, electrician, plumber or other contractor requires furniture or an appliance to be removed or refitted, Timbercraft may charge for that work unless the requirement arose because of a matter for which Timbercraft is legally responsible.
18.9 Inspection before accepting responsibility
18.9.1 Timbercraft is entitled to inspect the furniture and surrounding area before accepting liability or agreeing that work will be carried out free of charge. Timbercraft may request photographs, video, the date the issue first appeared, details of leaks or appliance faults, information about third-party work, maintenance history and reasonable access.
18.9.2 Agreement to inspect an issue is not an admission of liability.
18.10 Customer-arranged repairs
18.10.1 A customer who believes Timbercraft is responsible should give Timbercraft a reasonable opportunity to inspect and, where applicable, remedy the issue before engaging another contractor. Timbercraft will not ordinarily reimburse third-party remedial work arranged without prior agreement, except where consumer law requires otherwise or urgent action was reasonably necessary to prevent immediate damage or danger.
18.11 Chargeable inspection where no Timbercraft defect is identified
18.11.1 Where Timbercraft attends and reasonably determines that the issue is not a Timbercraft defect, or results from maintenance, wear and tear, misuse, water, steam, heat, an appliance, plumbing or electrical work, building movement, third-party work or another matter outside Timbercraft’s contractual responsibility, Timbercraft may charge reasonable call-out, inspection and labour costs.
18.12 Goodwill assistance
18.12.1 Timbercraft may occasionally provide advice, components, adjustments or other assistance as a gesture of customer service or goodwill. Such assistance does not constitute an admission of liability, extend a warranty, create an ongoing maintenance obligation or require equivalent assistance in the future.
18.13 Availability of aftercare services and parts
18.13.1 Any chargeable aftercare, maintenance or repair service is subject to fitter availability, availability of parts, continued product availability, supplier lead times and Timbercraft agreeing to undertake the work.
18.13.2 Timbercraft does not guarantee that replacement components will remain available indefinitely. Where a component is discontinued, Timbercraft may offer the nearest reasonably available alternative where practicable.
18.14 Discontinued finishes and replacement matching
18.14.1 Manufacturers may discontinue doors, colours, handles, hinges, accessories, appliances and components. A later replacement may differ in colour, sheen, grain, texture, design, specification or appearance. Natural ageing and light exposure can also prevent an exact visual match. Such differences do not by themselves constitute a defect in the replacement component.
18.15 Statutory rights
18.15.1 Nothing in this section excludes, limits or reduces a consumer right or remedy which Timbercraft cannot lawfully exclude. Where a genuine lack of conformity exists for which Timbercraft remains responsible, Timbercraft will comply with its legal obligations.
19. Adjustments and Normal Settlement
19.1 Furniture may require minor adjustment following installation and normal use.
19.2 Hinges, drawer fronts, doors and other moving components can require adjustment following initial settlement.
19.3 A reasonable adjustment requirement does not necessarily constitute a manufacturing or installation defect.
19.4 Timbercraft will assess reported concerns individually and comply with applicable consumer law.
20. Variations in Materials and Finishes
20.1 Timber, timber veneer, stone and other natural materials vary naturally in colour, grain, texture and pattern.
20.2 Painted, lacquered and manufactured finishes may show minor differences between production batches, replacement components and samples.
20.3 Natural ageing, ultraviolet light and environmental exposure may gradually alter colour.
20.4 Variations that are normal characteristics of the material or within reasonable manufacturing tolerances are not defects.
21. Customer-Supplied Goods
21.1 Where Timbercraft agrees to install or accommodate a customer-supplied appliance, sink, tap, handle, fitting, lighting product or other item, the customer is responsible for ensuring that it is suitable, complete, available at the correct time and compatible with the approved design unless Timbercraft has expressly undertaken responsibility for specifying it.
21.2 Timbercraft does not provide a product warranty for goods it did not sell.
21.3 Additional work caused by an incorrect, incomplete, delayed, damaged or incompatible customer-supplied item may be chargeable where reasonably incurred and where the issue was not caused by Timbercraft.
21.4 Installation of a customer-supplied item does not amount to Timbercraft adopting responsibility for its manufacture, quality or future performance.
22. Third-Party Works and Interference
22.1 Timbercraft is not responsible for independent work carried out after installation by builders, electricians, plumbers, appliance engineers, decorators, flooring contractors, other kitchen companies or other third parties.
22.2 Where a third party removes, dismantles, modifies, drills, cuts, adjusts, relocates or refits Timbercraft furniture, Timbercraft is not responsible for subsequent faults or damage caused or contributed to by that intervention.
22.3 If another person alters Timbercraft’s installation, Timbercraft may require the affected area to be inspected before undertaking further work, and inspection or remedial work may be chargeable where Timbercraft is not responsible for the underlying issue.
23. Events Outside Timbercraft’s Reasonable Control
23.1 Timbercraft is not responsible for delay or failure to perform an obligation where the delay or failure results from an event genuinely outside Timbercraft’s reasonable control.
23.2 Such events may include severe weather, transport disruption, industrial action, fire, flood, supplier or manufacturer disruption, import restrictions, government action or interruption to essential services.
23.3 Timbercraft will take reasonable steps to minimise the effect of such an event and resume performance as soon as reasonably practicable.
24. Liability
24.1 Nothing in these Terms and Conditions excludes or restricts liability where exclusion or restriction is prohibited by law.
24.2 Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any statutory consumer right which cannot lawfully be excluded.
24.3 Timbercraft is responsible for foreseeable loss or damage caused by its breach of contract or failure to exercise the standard required by law.
24.4 To the extent permitted by law, Timbercraft is not responsible for loss or damage caused by matters outside its contractual responsibility, including independent third-party work, building defects, customer misuse, customer-supplied product defects or failure to follow reasonable care instructions.
24.5 A customer has a duty to take reasonable steps to avoid or minimise loss once a problem becomes apparent. This does not remove any right the customer has against Timbercraft for a matter for which Timbercraft is legally responsible.
25. Photographs and Marketing
25.1 Timbercraft may ask for permission to photograph completed installations.
25.2 Where photographs identify an individual or contain personal information, they will be used in accordance with applicable data protection requirements.
25.3 Any marketing permission will be handled separately from the customer’s statutory rights under the contract.
26. Communications and Variations
26.1 Important changes to design, specification, price, programme or scope should be confirmed in writing.
26.2 Statements or instructions from third-party builders or contractors do not vary the Timbercraft contract unless accepted by Timbercraft.
26.3 Where the customer requests a change during manufacture or installation, Timbercraft will advise, where reasonably practicable, of resulting additional cost or delay before proceeding.
26.4 A failure by Timbercraft to enforce a term on one occasion, or assistance provided as goodwill, does not waive Timbercraft’s right to rely on that term on another occasion, subject to applicable law.
27. Complaints
27.1 A customer with a concern regarding Timbercraft furniture or services should contact Timbercraft and provide reasonable details of the issue.
27.2 Timbercraft may request photographs, video or other information to assist initial assessment before arranging a site visit.
27.3 Where an inspection is reasonably required, the customer must provide reasonable access.
27.4 Timbercraft will investigate complaints fairly and within a reasonable period having regard to the nature of the issue.
28. Severability
28.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.
28.2 The remaining provisions will continue to apply where legally possible.
29. Statutory Rights
29.1 These Terms and Conditions do not affect the customer’s statutory rights.
29.2 Any manufacturer guarantee or commercial warranty is additional to, and does not replace, statutory consumer rights.
29.3 Nothing in these Terms and Conditions requires a customer to pay a fee to exercise a statutory right or imposes a burden of proof on the customer where the law places that burden elsewhere.
30. Governing Law
30.1 These Terms and Conditions are governed by the laws of Ireland.
30.2 Nothing in this section limits any consumer right concerning jurisdiction which cannot lawfully be restricted by contract.