Frequently Asked Questions

When will my new kitchen be delivered?

A: You can wait between 3 to 6 months to take delivery of a bespoke Mastercraft Kitchen depending on what’s involved. Our current lead times for manufacture are around 42 days from order, but our installation slots are booked up well in advance. Mastercraft offers a form of pricing protection for customers who order our kitchens. The price is secured for up to 9 months when the kitchen specifications are confirmed and a delivery date has been set. Your new kitchen furniture will normally be delivered on or around the agreed day your kitchen installation commences, depending on the preliminary work.

Further information about actual delivery times can be given a few days before the delivery date.

Do I need to be available for the delivery?

A: As our customers benefit from our Project Managed Installation Service we will normally be on-site to accept our furniture deliveries for you. This does not apply to all products. You may need to be on-site to receive delivery of some appliances and outsourced accessories.

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 086 5911 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.

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.

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 the duration of the installation.  However, our professional kitchen installers aim to have all your facilities working within the shortest possible period of time, 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 free kitchen rip-out service and we carry out the labour to dispose of your old kitchen and any packaging for you.  However, you will need to arrange and pay for a skip to be on-site starting from the first day we arrive to start your new kitchen installation. Your project manager can advise on the size of skip required.

Some waste companies do not collect old white goods and some of the old white goods may need to be removed by the local council if they contain CFC gases. You will need to check with your skip provider what items cannot be placed into their skips.

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.

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.

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.

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. Any balances owing need to be paid in full in order to activate the warranty.

This warranty is split into four sections.

The first section is the installation warranty and cover runs for a period of 12 months from the last day of installation 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 supplied furniture products, such as doors 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.

The third section is for appliances, accessories, sinks, taps and gadgets.  The quarantee on these items varies from manufacturer to manufacturer.  These items carry their own manufacturers warranty.

The fourth section is for Mastercraft manufactured cabinet carcasses which have a 25 year warranty.

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 go to our contact page.