Atelier & Croft
Clear expectations for appliance repairs, sales and installation.
Draft for review. These pages are being prepared for launch. Business identity, correspondence details and retention arrangements must be completed before these documents are used as final customer terms.
Draft reviewed: 10 October 2026. These terms are intended for domestic consumer services.
Atelier & Croft is a sole-trader business. Contact info@atelierandcroft.co.uk. The legal proprietor identity and correspondence address must be confirmed and supplied before a customer contract is agreed.
A website enquiry alone does not reserve an appointment, place an order or create an obligation to pay. We will confirm the scope of work, price, payment arrangements, appointment or delivery details and relevant terms before you agree to a service. Online booking and shopping are not yet available.
We will provide agreed terms and confirmation in a form you can keep. Specific written arrangements form part of the agreement, but cannot remove your statutory consumer rights. Later website changes do not retrospectively alter an existing agreement.
A diagnostic fee, agreed before attendance, covers the visit and assessment described in your confirmation. If agreed in your quotation, that fee is credited towards the authorised repair. Diagnosis does not guarantee that every appliance can be repaired economically.
We will explain the proposed repair, parts, labour, total price including any applicable taxes and any delivery or installation charges before you authorise work. Additional work or charges require your agreement. Advance payments and parts-ordering arrangements will be stated in the quotation.
Requested appointment times remain subject to confirmation. Please ensure that a responsible adult can provide access and that the appliance, isolation points and required connections are accessible. Tell us about access restrictions, known hazards or changes as soon as possible.
We may stop or decline work where conditions are unsafe, access is not available or staff face abusive behaviour. We will explain what is needed to proceed. Any proposed attendance charge must have been disclosed, be reasonable and reflect relevant costs or losses rather than impose an automatic penalty.
Please contact us promptly if you need to cancel or rearrange. Any cancellation charges agreed for circumstances outside a statutory cancellation right must be fair and proportionate to actual losses, taking account of costs saved and reasonable steps to reduce the loss. There is no blanket forfeiture of all advance payments.
For eligible consumer contracts agreed at a distance or away from our business premises, a statutory 14-day cancellation period normally applies: from agreeing a service contract, or from receiving goods for a goods contract. Applicable exceptions and cancellation information will be explained before the contract is made.
If you expressly request a service to begin during that period, we will obtain the required request and explain any proportionate charge for work performed if you then cancel. The right to cancel a fully performed service ends only when the relevant legal conditions, including your prior express agreement and acknowledgement, are met.
An urgent repair specifically requested at your home may be subject to an exception for that requested repair and necessary replacement parts. Additional services or goods may still have cancellation rights. We will not treat every breakdown as exempt.
Where you buy goods directly from us, they must meet applicable standards for quality, fitness for purpose and description. Faulty, damaged or incorrectly supplied goods are dealt with under your statutory rights. Please report problems promptly to help us investigate; a short reporting deadline does not remove those rights.
For qualifying distance sales, you normally have 14 days after receiving goods to tell us you are cancelling and a further 14 days to return them. We explain return arrangements and any lawful return costs before purchase. Refunds include the basic original delivery cost where legally required and are made within the applicable statutory time limits.
We do not impose a blanket 50% restocking fee. Where permitted, a deduction for diminished value may apply if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning. Opening packaging alone does not automatically eliminate cancellation rights.
Ordering a standard part specifically for your appliance does not by itself make it legally non-refundable. A genuine made-to-specification or personalised item may be treated differently, but any applicable exception must be explained before ordering.
If you buy through our external spare-parts link, the supplier identified at that checkout is the seller. Its ordering and returns arrangements apply, alongside your statutory rights. We can help identify a model but cannot promise another seller's delivery charges or refund decisions.
Services must be performed with reasonable care and skill. Our additional 90-day guarantee covers faults in replacement parts we supply and fit and the associated workmanship, from completion. We will assess a reported fault and put covered work right without charging again for that covered part or labour.
Unrelated faults, new accidental damage, misuse, new blockages and customer-supplied components are not covered by the additional component guarantee. These exclusions do not excuse defective workmanship or restrict your statutory rights. A customer-supplied part is not guaranteed by us, but our fitting service must still meet the applicable standard.
If a subcontractor is engaged by us to perform an agreed service, that does not remove our responsibility under our contract with you. Any separate manufacturer guarantee is additional to, not a replacement for, your rights against the seller.
Delivery, installation, disconnection, disposal and any kitchen alterations must be included in the agreed scope or separately authorised. We will explain what is included, required preparation and any additional costs before work. We will agree an appropriate remedy where we damage property through a failure to take reasonable care.
Suitable existing connections and accessible isolation points may be required. Specialist gas or electrical work will only proceed where the person undertaking it has the qualifications and authorisation legally required. Nothing on this website is a claim of registration that has not been confirmed.
If a delay outside our reasonable control affects the service, we will keep you informed, take reasonable steps to limit the effect and discuss revised arrangements. If we cannot provide what was agreed, you retain the cancellation, refund and other remedies available under your contract and the law.
We are responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded. Pre-existing damage or unrelated faults do not remove responsibility for damage we cause.
Nothing in these terms restricts your rights under the Consumer Rights Act 2015 or other applicable consumer legislation. Our additional guarantees and commercial arrangements operate alongside those rights.
Send complaints to info@atelierandcroft.co.uk, including a description of the issue and any job reference. We will investigate and explain the proposed next steps. You can contact Citizens Advice for independent consumer guidance. Where a dispute cannot be resolved, we will provide any alternative dispute resolution information required by law.
Personal information is handled as explained in our Privacy Policy. An enquiry's privacy acknowledgement is not acceptance of a paid service contract.
These terms are intended to be governed by the law of England and Wales, without removing mandatory protections or court rights available to consumers elsewhere in the UK.
Where you have a right to cancel, you can email info@atelierandcroft.co.uk with a clear statement. You may use the following wording, but do not have to:
To Atelier & Croft: I give notice that I cancel my contract for the following goods or services: [describe]. Ordered or agreed on: [date]. Received on, if applicable: [date]. Customer name and address: [details]. Date of this notice: [date].
The business correspondence address must also be provided with the final contract and cancellation information before trading under these terms.
