Legal & Information

Terms of Business

The terms that apply when you order goods or services from Redwood Kitchens, including your right to cancel.

The key points in plain English

This summary explains how we work together. The full Terms below set out the complete position.

• What’s agreed is what’s written in your Pricing Document, drawings and specifications. Visuals and showroom examples are guides.
• Your deposit forms the contract. If we met at your home or agreed things by email, you can change your mind within 14 days (see Schedule A for when this starts).
• We don’t order anything until you’ve confirmed your final Order Confirmation in writing. Made-to-order items can’t be cancelled once ordered.
• Prices for furniture and materials are fixed once confirmed. Hidden conditions in homes can mean extra work; we’ll always explain and agree it with you first, except small urgent items within a set limit, which we’ll tell you about straight away.
• Dates are estimates until we confirm them in writing.
• Final payment is due when your kitchen is complete and usable, even if small snagging items remain. If there’s a genuine significant problem, you can hold back a fair amount until it’s put right.
• Warranties: 12 months on our workmanship, and longer periods on furniture and Redwood Select products, as set out in Ownership & Warranty.
• Concerns: talk to us first. If needed, our complaints procedure and independent help are available.
• Nothing in these Terms of Business affects your statutory rights as a consumer.

1. Definitions

1.1 “Supplier”, “we”, “us” means SystemXL Ltd, a company registered in England & Wales No. 11160526, registered office Redwood House, 81 Tamar Way, Wokingham, Berkshire, RG41 3UB, trading as Redwood Kitchens.

1.2 “Customer”, “you” means the person or persons buying goods and/or services from the Supplier. Where the Customer is more than one person, obligations are joint and several, and notice given to one is notice to all.

1.3 “Contract” means these Terms, the Pricing Document and the Project Documents.

1.4 “Pricing Document” means the written document issued by the Supplier setting out the scope, price and payment timetable for the project, whatever its title (for example Outline Pricing, Pricing Document or Order Confirmation). Each version supersedes earlier versions.

1.5 “Order Confirmation” means the final version of the Pricing Document, confirmed by the Customer under Clause 2.3, which is the definitive record of the agreed scope and Contract Value.

1.6 “Project Documents” means the documents defining the agreed project, including the Pricing Document, approved drawings, specifications, product schedules, technical survey results, variation records and handover records. Project Documents take priority over verbal discussions, showroom examples and visuals. Design presentations, artist’s impressions and other summaries are guides only. Where a drawing, visual or presentation differs from the Pricing Document, the Pricing Document is correct.

1.7 “Contract Value” means the total price of the Contract, including VAT, as stated in the Order Confirmation and adjusted for any Variations.

1.8 “Variation” means any change to the agreed scope, goods or works. A “Minor Variation” is a Variation within the threshold in Clause 9.2.

1.9 “Day Rate” means the Supplier’s day rate stated in the Pricing Document or, if not stated, provided on request.

1.10 “Commencement Date” means the date installation works are due to start, as confirmed in writing by the Supplier.

1.11 “Reasonable Standard” means the workmanship, function and finish reasonably expected of a competent fitted-kitchen installer, allowing for manufacturer tolerances and the conditions of an existing home.

1.12 “Material Issue” means an issue that materially affects safety, core function, the agreed design or the reasonable use of the kitchen. Ordinary snagging, adjustment and minor cosmetic points are not Material Issues unless their combined effect is material.

1.13 “Stage Completion” means the point at which a payment stage named in the Pricing Document (for example commencement of works, or installation of worktops) has been substantially completed to a Reasonable Standard so that the next stage can reasonably proceed. Minor snagging or adjustment items do not prevent Stage Completion unless together they amount to a Material Issue.

1.14 “Practical Completion” means the point at which the installation works are substantially complete to a Reasonable Standard and the kitchen is usable for its intended purpose, with no Material Issue outstanding. For smaller projects (such as worktop, appliance or tap replacement) it means the date the installation is completed.

1.15 “Ownership & Warranty” means the Supplier’s Ownership & Warranty document published at redwoodkitchens.co.uk/kitchen-care/warranty/, in the version applying at Practical Completion.

2. Formation of the Contract

2.1 The Contract is formed when the Customer pays the deposit (the “payment on account”) requested in a Pricing Document that includes, attaches or links to these Terms. By paying, the Customer confirms that these Terms were made available before payment.

2.2 Design development may continue after the deposit is paid. Any changes are recorded in a new version of the Pricing Document.

2.3 The Supplier will not order or start manufacture of goods until the Customer has confirmed the final Order Confirmation in writing, either by signing the Customer Order Contract page or by replying to the email that sends it. That confirmation is the Customer’s express request for the Supplier to proceed, including within any cancellation period.

2.4 Payments made before the Order Confirmation is confirmed. Until you confirm the Order Confirmation under Clause 2.3, we will not use your deposit to order goods. If the project does not proceed to a confirmed Order Confirmation, we will refund the deposit, less any design fee and the reasonable design and administration costs we have actually incurred, which we will show you. A holding deposit paid to reserve an installation slot is a payment on account under Clause 2.1 and is treated in the same way.

2.5 Pricing Documents are valid for 30 days from issue. After that, the Supplier may issue revised pricing before accepting a deposit.

2.6 Some products and services have additional terms, which are set out in the Pricing Document for your order. Guide prices given before survey are indicative only; the Pricing Document sets the price. Any promotional offer applies on the terms published with it at the time of your order.

3. Price and Payment

3.1 Prices for furniture and specified materials are fixed once the Order Confirmation is confirmed, provided the specification does not change, payments are made on time, delivery is not prevented by the Customer and the rate of VAT does not change. If delivery is postponed at the Customer’s request beyond the agreed date, supplier price increases arising after that date may be passed on, and we will show you them.

3.2 Installation prices are based on the survey and the conditions visible at the time. Additional work arising from existing conditions is dealt with under Clause 8.

3.3 Items in the Pricing Document that turn out not to be needed will not be charged. The final balance may therefore vary from the amount shown, up or down, in line with Clauses 8 and 9.

3.4 Where work is priced on a day, part-day or hourly rate, the actual time taken is charged at the agreed rate, plus materials used.

3.5 Payment stages, amounts, triggers and payment methods are set out in the Pricing Document. A stage payment falls due on Stage Completion of the relevant stage, which we will confirm to you in writing.

3.6 If a payment is overdue, the Supplier will give written notice. If it remains unpaid 3 working days after that notice, the Supplier may suspend works under Clause 14.

3.7 The Supplier may recover reasonable and proportionate costs necessarily incurred in recovering overdue payments.

3.8 Our bank details are shown in your Pricing Document and will not change during your project. We will never ask you to pay into a different account. If you receive any request to change bank details or to pay urgently, do not pay. Contact your usual Redwood contact using details you already hold. A payment counts as made only when it reaches our account.

4. Your Right to Cancel

4.1 14-day right to cancel. Where the Contract is made away from our premises or at a distance (for example after a home visit, or by email), you have the right to cancel within the cancellation period, without giving a reason. When the cancellation period ends, how to cancel, and a model cancellation form, are set out in Schedule A.

4.2 Goods made to your specification. Goods made to your specification or clearly personalised, such as made-to-order furniture and worktops cut to size, are not covered by the right to cancel. Standard items, such as appliances, sinks, taps and lighting, are covered. If they have already been delivered when you cancel, you must return them or let us collect them, and you will pay the direct cost of return. Under Clause 2.3 we do not order goods until you have confirmed the Order Confirmation.

4.3 Services started at your request. If you ask us to start services within the cancellation period and then cancel, you must pay a proportionate amount for the services provided up to the time you tell us you are cancelling.

4.4 Refunds. If you cancel within the cancellation period, we will refund payments within 14 days of your notice, less any amount due under Clause 4.3 and the cost of any goods excluded under Clause 4.2.

4.5 Cancellation after the cancellation period. If you cancel after the cancellation period has ended, we may deduct from your payments, or recover from you, the reasonable costs we have actually incurred: work done, design and administration time, goods ordered or manufactured, supplier cancellation or restocking charges, and carriage. We will refund any balance and show you how the deduction is made up.

4.6 Bespoke goods on cancellation. Where goods have been manufactured or procured for you before cancellation, we will deliver them to a ground-floor accessible location at your address once they have been paid for. Delivery elsewhere is by agreement and may be charged. Delivery under this clause completes our obligation to supply those goods.

4.7 Your right to end the Contract for our failure. You may end the Contract by written notice if: (a) we fail to start the works within 30 working days of the agreed Commencement Date without reasonable cause; or (b) a Material Issue you have notified to us in writing remains substantially unremedied 60 working days after your notice.

5. Programme and Delays

5.1 Start dates and durations are estimates. The Order Confirmation gives an estimated timescale, and we will confirm the Commencement Date in writing once delivery dates are known. Time is not of the essence unless agreed in writing.

5.2 We are not responsible for delays caused by supplier or subcontractor availability, delayed or damaged goods, weather, unforeseen site conditions, delay caused by you, or other matters outside our reasonable control. We will keep you informed and minimise the impact.

5.3 If works cannot reasonably proceed because of something within your control (for example access not provided, area not cleared or a decision not made), we will tell you. If the delay continues beyond one full working day, the Day Rate may be charged for the time lost. Where delivery or installation is postponed at your request, reasonable storage charges for goods held for you may also apply, and we will tell you before they start.

5.4 Events outside either party’s control. Neither party is liable for delay or failure caused by events outside its reasonable control, such as supplier or manufacturer failure, product discontinuation, extreme weather, government restrictions, or fire or flood at the property. The affected party will notify the other promptly and take reasonable steps to limit the effect. If performance is prevented for a period that makes continuing impracticable, either party may end the Contract by written notice, and you will be refunded payments made less the value of work completed and goods specifically procured for you.

6. Preparing for the Works

6.1 You will provide safe and reasonable access, clear the agreed working areas before work starts, keep the water stopcock, gas meter and consumer unit accessible, keep children and pets away from the working area, and provide a parking permit where needed.

6.2 You are responsible for obtaining any planning permission, listed building consent, or landlord, freeholder or management company consent needed for the works before the Commencement Date. We will arrange building regulations notification for regulated gas and electrical work we carry out.

6.3 Please remove valuables, fragile items and personal belongings from the working area before work starts. We will protect floors and access routes with suitable coverings. Some dust and disruption are unavoidable during installation.

6.4 We may photograph the property before work starts to record its condition. Please point out any existing damage in or near the working area.

6.5 Where you give us keys, alarm codes or key-safe access, you authorise entry for the purpose of the works and deliveries. We keep access details securely and only while the works are in progress.

7. Carrying Out the Works

7.1 We will use appropriate professional materials, methods and sequencing. If you have preferences about working arrangements, please tell us at the outset.

7.2 We may use employees, subcontractors and specialist trades to carry out parts of the works. We remain responsible to you for the works under this Contract. Regulated work (such as gas and electrical work) is carried out and certified by appropriately registered specialists under their own scheme rules and technical standards, and certificates are provided to you with your completion documents. This does not reduce our responsibility to you.

7.3 We are not responsible for the work, materials or delays of other contractors you engage. Under the Construction (Design and Management) Regulations 2015, we act as contractor (or principal contractor) for our own works only.

7.4 Standard working hours are 07:00 to 18:30, Monday to Saturday (including bank holidays where you have given access). Other hours are by agreement.

7.5 You will allow our team reasonable use of water, electricity and toilet facilities during the works, at no charge.

7.6 Gas, electricity and water may be interrupted during works. We will reinstate services at the end of each working day unless agreed otherwise.

7.7 Waste removal is included up to the capacity stated in the Pricing Document. Additional waste removal will be charged.

7.8 We may display temporary signage at the front of the property during works.

7.9 Where you supply goods, appliances or materials for us to install, we are not responsible for their defects, compatibility or performance. Additional work needed because of them is a Variation.

8. Existing Conditions and Hazards

8.1 Existing homes can hide conditions that are not visible at survey, such as concealed defects, out-of-level surfaces, unsuitable substrates, concealed services, structural irregularities or previous poor workmanship. We are not responsible for these conditions. Where they materially affect the works, the additional work needed is a Variation.

8.2 Where we have used reasonable skill and care, we are not responsible for unavoidable disturbance to adjacent surfaces (such as wall tiles, decoration or floor coverings) caused by removing or installing items.

8.3 Existing stopcocks, isolation valves, pipework and fittings can fail when operated or disturbed, even with reasonable care. We are not responsible for such failure of pre-existing items, and replacing them is a Variation. We will tell you before carrying out any replacement, except where urgent action is needed to prevent damage.

8.4 If the existing electrical or gas installation does not meet the standard required for our specialists to certify the new work, we will tell you before proceeding. Any remedial work needed is a Variation.

8.5 Hazards and asbestos. If we find or reasonably suspect asbestos or another hazardous material, or an unsafe condition, work in the affected area will stop and we will tell you. You are responsible for arranging and paying for any specialist survey, removal or remediation. Work resumes once a competent person confirms it is safe. Any resulting extra work is a Variation, and any resulting delay is dealt with under Clause 5.

9. Variations

9.1 Variations must be agreed in writing before the work is done. Written agreement includes email, text or messaging confirmation and signed variation records.

9.2 Where safety, continuity, prevention of damage or practical progress requires immediate action and you are not reasonably available, we may carry out a Minor Variation without prior agreement, up to 0.6% of the Contract Value per occasion, with a minimum of £150. Minor Variations made this way will not exceed 3% of the Contract Value, or £150 if greater, in total without your written agreement. All amounts in this clause include VAT. We will tell you in writing as soon as reasonably practicable.

9.3 Any other Variation needs your written agreement. If you are not available, the affected work may pause until you confirm.

9.4 Changes requested after goods have been ordered may incur the supplier’s actual handling, restocking or remake charges, which we will tell you before proceeding.

10. Ownership and Risk

10.1 Goods remain our property until paid for in full.

10.2 Risk in goods passes to you on delivery to the project address. From then on, you are responsible for their security and for loss or damage not caused by us. We will take reasonable care when storing and positioning materials in your home.

11. Practical Completion and Handover

11.1 Practical Completion is recorded on the Practical Completion & Handover Record, together with any snagging or follow-up items and how they will be dealt with.

11.2 The final payment is due at Practical Completion. Minor snagging, adjustments, manufacturer visits, additional requests and warranty matters do not prevent Practical Completion and are not grounds for withholding the final payment. We will complete agreed follow-up items through our aftercare process.

11.3 If you believe a Material Issue exists at handover, tell us in writing. You may withhold an amount that is reasonable and proportionate to that Material Issue until it is resolved. The rest of the final payment remains due. Disagreements are dealt with under Clause 15.

12. Warranties

12.1 Our warranties are set out in Ownership & Warranty, which forms part of this Contract. A copy is provided at or before Practical Completion and is available on our website. In summary: installation workmanship is warranted for 12 months from Practical Completion, and furniture, component and Redwood Select warranties apply for the periods stated in Ownership & Warranty.

12.2 Warranty claims are subject to the reporting, care and assessment provisions in Ownership & Warranty.

12.3 Before an item is repaired, removed or dismantled, we may inspect it and take photographs to assess the claim, unless urgent action is needed to prevent further damage.

12.4 Appliances, sinks, taps, flooring and other third-party products carry their manufacturer’s or supplier’s warranty. We will reasonably assist with valid claims for products we supplied.

12.5 Our warranties transfer to a later owner of the property as set out in Ownership & Warranty.

12.6 Our warranties are in addition to, and do not limit, your statutory rights under the Consumer Rights Act 2015.

13. Our Liability

13.1 Nothing in this Contract limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.

13.2 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of this Contract or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the Contract was made, or for business losses.

13.3 Subject to Clauses 13.1 and 13.4, our total liability under the Contract is limited to the Contract Value.

13.4 Clause 13.3 does not limit our liability for physical damage to your property caused by our negligence, for which we hold public liability insurance.

14. Suspension and Termination

14.1 We may suspend works by written notice where a payment is overdue (after the notice in Clause 3.6), the site is unsafe, reasonable access is repeatedly not provided, or you are otherwise in material breach of the Contract. Where the suspension is caused by you, the Day Rate may apply.

14.2 We may end the Contract immediately by written notice if you, or someone on your behalf, are abusive, threatening or violent towards us, our staff or subcontractors.

14.3 We may end the Contract by 3 working days’ written notice if you materially breach the Contract and do not remedy the breach within that period.

14.4 We may also end the Contract by 3 working days’ written notice if the working relationship has broken down so that continuing is not reasonably practicable. Before doing so, we will set out our concerns in writing and give you a reasonable opportunity to respond. If we end the Contract on this ground, you will pay only for work completed and goods ordered for you.

14.5 We may end the Contract immediately if you are made bankrupt or enter an individual voluntary arrangement.

14.6 On suspension or termination, you remain liable for work completed, goods ordered or delivered and reasonable costs incurred to that date. You will give us reasonable access to collect our tools, equipment and any unpaid goods. Our right to payment under this clause continues after the Contract ends.

15. Complaints and Dispute Resolution

15.1 Please raise any concern with us first. Most matters are resolved quickly and directly.

15.2 Formal complaints are handled under our Complaints Procedure at redwoodkitchens.co.uk/legal/complaints/. We will acknowledge a complaint within 5 working days and aim to give a full written response within 20 working days.

15.3 If we cannot resolve your complaint, we will tell you in writing and will consider referring it to an accredited Alternative Dispute Resolution provider. Either of us can also ask for an independent BIFIS inspection. This does not affect your right to take the matter to court.

15.4 SystemXL Ltd is an official BIFIS Partner (R050151) and is BIFIS registered and independently accredited (N285085), and follows the BIFIS Code of Conduct.

16. Intellectual Property and Personal Information

16.1 Drawings, plans, designs, renders, specifications and documents we produce remain the copyright of SystemXL Ltd. They are provided for your project and must not be passed to others or copied for another purpose without our written permission. Materials that include third-party content, such as supplier images and brochures, remain the property of their owners.

16.2 We take photographs and keep records before, during and after the works for project delivery, quality, warranty and evidence purposes. We will only use identifiable images of your home for marketing with your permission.

16.3 We handle personal information in line with our Privacy Notice at redwoodkitchens.co.uk/legal/privacy/.

17. General

17.1 The Contract is the entire agreement between us and replaces earlier discussions and representations. Documents referred to in these Terms apply in the version in force when the Contract was formed (or, for Ownership & Warranty, at Practical Completion), and will not be changed to your detriment without your written agreement.

17.2 Changes to the Contract must be in writing and agreed by both parties.

17.3 Notices under the Contract may be sent by email or message to the other party’s last known contact details and are treated as received at 09:00 on the next working day after sending. If you tell us a notice was not received, we will send it again by another means.

17.4 If any part of these Terms is found to be unenforceable, the rest remains in force.

17.5 No one other than you and us has any right to enforce these Terms, except that a later owner of the property may rely on the warranty transfer provisions of Ownership & Warranty.

17.6 Headings do not affect interpretation. “Including” means “including without limitation”.

17.7 These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Schedule A — Cancellation Information and Model Cancellation Form

Your right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period ends 14 days after the day you receive the goods (or the last of them, if they are delivered on different days). If your contract is for services only, it ends 14 days after the day the Contract is formed (the day you pay the deposit).

To exercise the right to cancel, you must inform us — SystemXL Ltd trading as Redwood Kitchens, Redwood House, 81 Tamar Way, Wokingham, Berkshire, RG41 3UB; telephone 0118 321 8286; email hello@redwoodkitchens.co.uk — of your decision to cancel by a clear statement (for example a letter or email). You may use the model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired.

Effects of cancellation

If you cancel, we will reimburse all payments received from you, without undue delay and not later than 14 days after the day we are informed of your decision. We will use the same payment method you used, unless you expressly agree otherwise, and you will not incur any fees as a result.

If you asked us to begin services during the cancellation period, you must pay an amount proportionate to what has been provided until you told us you were cancelling, compared with the full coverage of the Contract.

If goods have already been delivered, you must return them or allow us to collect them without undue delay and no later than 14 days after telling us you are cancelling. You will bear the direct cost of returning them. For items that cannot be returned by post, such as appliances, sinks and lighting, we estimate this at up to £95 for the first item and £40 for each additional item collected on the same trip. If an item has been installed, you are responsible for having it safely disconnected; we can do this for you at our Day Rate if you ask. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. This may include reasonable costs of cleaning and repackaging so the goods can be resold.

Goods made to your specification or clearly personalised are not covered by the right to cancel.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: SystemXL Ltd trading as Redwood Kitchens, Redwood House, 81 Tamar Way, Wokingham, Berkshire, RG41 3UB · hello@redwoodkitchens.co.uk

I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods and services:

Project reference: ______________________

Ordered on (date deposit paid): ______________________

Name of customer(s): ______________________

Address of customer(s): ______________________

Signature of customer(s) (only if this form is notified on paper): ______________________

Date: ______________________

Version 2026.11 · Applies to contracts formed on or after 1 November 2026
Previous versions: Terms & Conditions of Business (2018) — for contracts formed before 1 November 2026.