Frequently Asked Questions
Please find following a list of popular questions and answers to assist you with the preparation and development of your new fitted kitchen.
When will my new kitchen be delivered?
A: For our Supply Only customers your new kitchen furniture will be delivered on your requested delivery date usually within 14 days of order. For our customers who choose our Project Managed Installation Service your new kitchen furniture will normally be delivered on the agreed day your kitchen installation commences. Further information about actual delivery times can be given a few days before the delivery date.
Do I need to be available tor the delivery?
A: For our Supply Only customers you will need to be available to accept and sign for your kitchen delivery. For our customers who choose our Project Managed Installation Service we will be on-site to accept all deliveries for you.
What do I need to do before the commencement date?
A: You will need to completely empty all your cupboards. You will also need to make room for the delivery of your new kitchen as even though we will begin to install your kitchen the day it is delivered, much of the kitchen furniture will need to be stored. If you are unsure, please contact our sales department on Free phone 0800 345 7655 and we’ll be happy to answer any of your questions.
Please be aware you are about to go through a very disruptive period whilst your new kitchen is being installed. Take extreme protective precautions against dust to your living environment before commencement, dust will get into the air and travel throughout. Please protect any valuable items inside and outside of your house.
Am I protected once I have paid my deposit?
A: As long as you pay a deposit on a credit card, your deposit and any subsequent payments whether they are on a credit card or not are protected. Please see this explanation of section 75 of the consumer credit act.
When is the deposit payment made?
A: A 25% deposit of your contract value is paid to Mastercraft Kitchens when you confirm your kitchen order.
When am I able to use my sink and appliances?
A: Please prepare yourself for alternative arrangements for up to one – two weeks. However, our professional kitchen installers aim to have all your facilities working within a few days, but if preparations are made in advance then there are no disappointments.
What happens if I decide to make changes after I have ordered my kitchen, paid my deposit or work has begun?
A:If you decide to make changes after you have ordered your kitchen or a deposit has been paid then we will ensure, where possible, to make these changes during our technical survey. Any additional charges or vice-versa, if applicable, will be added or subtracted to the contract price at that stage and balances will be amended.
Once the technical survey is complete, the contract is finalised and that is the cut off point for any changes.
Extra costs may be incurred if you change your mind after the survey date or after your kitchen is delivered or at any time during the installation.
What happens with the removal of the old kitchen and with the waste packaging from the new kitchen?
A: Mastercraft Kitchens offer a removal service, if required and we can arrange to dispose of your old kitchen and any packaging for you. This service includes a 4 ton skip which will be delivered to your house on a specified site. You may organise your own rubbish removal if you choose to; please note that this service only allows for the supply of one 4 ton skip per kitchen installation. We are unable to remove rubbish by any other means. Any additional skips will be charged accordingly.
Some of the old white goods may need to be removed by the local council if they contain CFC gases.
When can I receive a kitchen floor plan of my new kitchen design?
A: Your new kitchen design will be presented and discussed with you during your kitchen design consultation. However, only once your kitchen deposit is paid may an itemised and dimensioned CAD drawing of your floor plan be provided to you. This will usually be sent by E-mail or post. Mastercraft Kitchens will also provide you with several 3 dimensional views of your new kitchen for you to approve, prior to technical survey, at your leisure. Any changes to the design can be made without penalty up until the completion of the technical survey. Technical surveys are usually carried out one to three weeks before the agreed delivery date.
What if I need to delay my new kitchen installation?
A: Mastercraft Kitchens will try to accommodate you should you need to delay your kitchen installation. There is generally a lead time with all kitchen installations therefore Mastercraft Kitchens will endeavour to book you in on our first subsequent available kitchen installation date. Rest assured, Mastercraft Kitchens have your best interests at heart and will do whatever we can to ensure minimum disruption.
Are there warranties with my appliances, sinks and taps?
A: Yes – these are provided by the appliance manufacturer. All the associated paperwork will be left within your kitchen during your kitchen installation. Please remember to register each individual warranty for each of your new appliances, including sinks and taps within one month of your kitchen’s delivery date. If you are asked for proof of purchase, your contract number should be given. Any faults found on your appliances, sinks and taps after delivery will mean the appliances will either be replaced or repaired under the terms of the manufacturer’s warranty. This does not effect your statutory rights as a consumer. Mastercraft Kitchens or any other engineer, unless otherwise appointed by the manufacturer, cannot attempt to repair any appliance, sink or tap as this will deem any warranty with your manufacturer invalid.
Is there a warranty on my kitchen installation and kitchen furniture?
A: Yes – Our Mastercraft Kitchens Warranty provides protection for you, in respect of the cost of rectifying both workmanship and product defects.
This warranty is split into two sections. The installation warranty section of cover runs for a period of 12 months from the completion of your kitchen and provides protection for you in the event that work is required to rectify faulty workmanship, originally carried out by Mastercraft Kitchens fitters.
The second section warranty period is for Mastercraft manufactured products, such as doors, cabinets and furniture fittings and this runs for a period of 60 months from the delivery of your kitchen. This provides protection for you in the unlikely event that a manufacturing defect should occur. Wear and tear conditions apply and these conditions are detailed on your warranty certificate, supplied on completion.
Who do I contact if I have further queries or questions?
A: If further help is needed, please don’t hesitate to contact our sales department on 0800 345 7655 or fill out the question form below.