Your Rights When Buying a New Kitchen in the UK

Your contract is your protection, so never rely on what was said in the showroom. Before you pay anything, get a written quote and order that itemises exactly what's included: the units and doors, worktops, appliances (with model numbers), the sink and tap, fitting, and any extras like tiling, flooring or electrics. Vague quotes are where disputes start.

Also pin down the price (and whether it includes VAT), the payment schedule, and rough dates for survey, delivery and installation. A reputable company will happily put this in writing. If they won't, treat that as a warning sign.

Wherever you can, pay your deposit — or at least a chunk of it — on a credit card. For purchases between £100 and £30,000, Section 75 of the Consumer Credit Act makes your card provider jointly liable with the retailer, so if the company fails to deliver or goes under, you can claim from the card company. It's the single strongest protection you have.

Debit cards don't get Section 75, but you may be able to use 'chargeback' to reverse a payment through your bank — it's a card-scheme rule rather than a legal right, and it's time-limited, so act quickly. Be very wary of any company that pushes for a large cash deposit or a bank transfer for the full amount up front; spread payments to milestones (deposit, delivery, completion) so you're never far out of pocket.

Under the Consumer Rights Act 2015, the goods you're supplied must be of satisfactory quality, fit for purpose and as described — and the fitting service must be carried out with reasonable care and skill. If units arrive damaged, the wrong colour turns up, or the workmanship is poor, the company must put it right.

Report problems promptly and in writing, with photos. For faulty goods you generally have a short window (around 30 days) to reject them for a refund, and after that the retailer should repair or replace. If a service (like the fitting) isn't up to standard, you can ask them to redo the substandard work or reduce the price. Keep a paper trail of every conversation.

If you signed the contract in your own home (an 'off-premises' sale), you often have a 14-day cooling-off period to cancel. But there's an important catch for kitchens: bespoke and made-to-measure goods are frequently exempt from the automatic right to cancel once they've been made, so check your contract carefully and don't assume you can walk away penalty-free.

If the company enters administration or liquidation before finishing, your Section 75 or chargeback claim is usually your best route to recover a deposit. It's also worth checking before you buy whether the firm is a member of a trade body such as the KBSA (which offers a level of deposit protection and dispute resolution) or TrustMark — memberships like these are a meaningful sign of a business you can trust.