Terms & Conditions

These terms may have changed since you last reviewed them
These terms were last updated on 14/05/2025.

Where to find information about us and our products
You can find everything you need to know about us, Maple & Stone Limited T/A Prenwood, and our products on our website Prenwood – Bespoke Kitchens & Furniture or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email or on paper.

We don’t give business customers all the same rights as consumers for example, business customers can’t cancel their orders, they have different rights where there is a problem with a product and we don’t compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

1. Basis of our contract with you

Our quotation does not constitute an offer and is only valid for a period of fourteen days from its date of issue.
Your order is an offer to purchase in accordance with our terms as applicable at the date your order is placed. Our terms apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by law, trade custom, practice or course of dealing.
We only accept orders when we’ve checked them and the deposit has been paid. We will confirm in writing when we’ve accepted your order and at that point the contract between us comes into existence.
Sometimes we reject orders Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas, or because the product or service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

2. Products

Products can vary slightly from their pictures Any samples, drawings, descriptive matter or advertising issued by us and any illustrations or descriptions of products or services on our website or contained in catalogues or brochures are issued or published for the sole purpose of giving an approximate idea of the products and services described in them and do not form part of any contract between us. In particular, where products are sourced from natural materials there will always be deviations in colours, textures and appearance.
You’re responsible for making sure your order and any measurements are accurate you are responsible for ensuring the terms of your order are accurate and, where we’re making or supplying a product to measurements you provide, you’re responsible for making sure those measurements are correct.

3. Changes

We can always change these terms or a product or service:
1. to reflect changes in relevant laws and regulatory requirements;
2. to make minor technical adjustments and improvements that don’t affect your use of the product or service.
If we wish to make a change other than permitted under clause 3.1 above after the contract between us has come into existence we’ll notify you and give you the option to end the contract before the change takes effect and receive a refund for any products or services you’ve paid for in advance, but won’t receive.

4. Charges and payment

We charge you
1. a fifty percent deposit plus the full price applicable to any appliances or white goods when you order; and
2. where products are purchased for delivery only, for the full balance prior to delivery taking place; or
3. where we are providing delivery and installation services:-
  1. for forty percent of the remaining balance seven days prior to the agreed installation date (this will still be payable if you request a delay to the installation date after the invoice has been submitted); and
  2. the balance on completion of the installation.
We charge you if you don’t give us information we need or do preparatory work as agreed with us. We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery, installation or to provide services or if you don’t do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule services.
If you are a business customer you have no set-off rights. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
We charge interest on late payments. If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

5. Delivery and installation

Any dates quoted for delivery and/or installation are approximate only, and time is not of the essence.
We’re not responsible for delays which:-
1. are due to your failure to carry out any required preparation works or to provide us with any requested information, adequate delivery instructions or any other instructions that are relevant to the supply or installation of your products; or
2. are otherwise outside our control If our supply or installation of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: [email protected] to end the contract and receive a refund for any products or services you have paid for in advance, but not received.
You are responsible for preparing your premises and ensuring that we have such access and facilities as may be necessary to enable us to complete delivery and installation. We will normally confirm our requirements to you seven days prior to any agreed installation date.

6. Your right to change your mind

Right to change your mind. If you are a consumer and you placed your order by email you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
When you can’t change your mind. You can’t change your mind about an order for:
1. services, once these have been completed;
2. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
3. goods that are made to your specifications or are clearly personalised; and
4. goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind you must let us know no later than 14 days after:
1. the day we deliver your product, where it is goods. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
2. the day we confirm we have accepted your order, if it is for a service (installation) unless we agree with you that the service is to commence prior to the deadline for changing your mind in which case you waive the right to change your mind on the date delivery of the service commences.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team: [email protected].
You have to return products at your own cost within 14 days of your telling us you have changed your mind. You can:
1. bring the product to our showroom at 5 Abbey Road North, Wrexham LL13 9RX. You will need your email receipt and the card you paid with;
2. send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, contact our Customer Service Team: : [email protected].
We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: [email protected] can advise you on whether we’re likely to reduce your refund.
When and how we refund you. If your product is a service, or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don’t charge a fee for the refund.

7. You have rights if there is something wrong with your product or service

Let us know. If you think there is something wrong with a product or service supplied by us, you must contact our Customer Service Team: : [email protected] who will investigate the issue. They may request that you provide photos and/or that you allow us to inspect the product and will discuss our requirements with you.
Products subject to our Lifetime Guarantee. We believe exceptional cabinetry should be enjoyed for generations and all our custom-built furniture comes with a lifetime guarantee, because it’s made to last – not to end up in landfill. It’s a promise that our products have been made and installed using high quality materials and craftsmanship and a guarantee that we’ll help you to look after them. Your statutory rights are unaffected.
1. Products covered by the Lifetime Guarantee The Lifetime Guarantee applies to products manufactured and installed by us. It does not cover
  1. products (or parts of products) not manufactured by us, i.e. kitchen appliances, worktops, sinks, drawer runners etc;
  2. products which have not been installed by a fitter approved by us or which have been altered, modified or repaired following installation;
  3. natural movement and changes to solid timber cabinets as they adjust to your home;
  4. natural ‘weathering’ resulting from the location of the products (including fading, cracking and splitting, changing colour to interior or exterior appearance);
  5. any defects or deterioration resulting from
    1. a failure to comply with any after care guide or instructions as to use and care provided by us;
    2. normal wear and tear, i.e. dents or scratches or normal deterioration that is caused by regular use;
    3. deliberate or wilful damage; or
    4. water, chemical, liquid and fire damage.
2. What the Lifetime Guarantee covers. Once we have investigated and verified your claim we will arrange to repair or replace the defective product. The Lifetime Guarantee covers:-
  1. parts & labour for the first twelve months after completion of delivery/installation; and
  2. thereafter parts only
    including in each case the cost of transportation of the product(s) to be repaired or exchanged. If a product has to be replaced and that product is no longer available, we reserve the right to use an alternative similar product.
3. Our lifetime guarantee is not transferable, and is only valid for the original purchaser at the original installation address.

Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is services, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

Your rights if you are a business. We warrant that on delivery, and for a period of 12 months from the date of delivery (warranty period), any products manufactured by us but not covered by our Lifetime Guarantee shall:
1. conform in all material respects with their description and any relevant specification;
2. be free from material defects in design, material and workmanship;
3. be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
4. be fit for any purpose held out by us.For products not manufactured by us (for instance appliances) we will pass on the manufacturer’s warranty.
Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers’ warranty) if:
1. you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the business customer warranty (see Your rights if you are a consumer);
2. we are given a reasonable opportunity of examining such product; and
3. you return such product to us at our cost,
4. we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers’ warranty. We will not be liable for a product’s failure to comply with the business customer warranty (see Your rights if you are a business) if:
1. you make any further use of such product after telling us it is non-compliant;
2. the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
3. the defect arises because we followed any drawing, design or specification supplied by you;
4. you alter or repair the product without our written consent; or
5. the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

8. We can end our contract with you

We can end our contract with you and claim any compensation due to us (including enforcement costs) if:

you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product or service;
you don’t, within a reasonable time, either allow us to deliver the product or service to you or collect the product from us.

9. We don’t compensate you for all losses caused by us or our products

Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
1. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
2. Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
3. Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
4. A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Your rights if you are a business.
Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:
1. we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
2. our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract.
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
1. death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
2. fraud or fraudulent misrepresentation;
3. breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
4. defective products under the Consumer Protection Act 1987; or
5. any matter in respect of which it would be unlawful for us to exclude or restrict liability.
No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.

10. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: Privacy Policy Last updated 06.09.22 – Prenwood

11. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: [email protected] will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

12. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and if you are a consumer we’ll ensure that the transfer won’t affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.