Terms and Conditions – KitchenLab

Applicable to the sale of physical goods online.

These Terms and Conditions apply to the purchase of goods by consumers on the website https://www.kitchenlab.eu. The website is owned and operated by:

KitchenLab, Birger Jarlsgatan 106, 114 20 Stockholm, Sweden
Company reg. no. 556785-6199
EU VAT no. SE556785619901
UK VAT no. GB 520 2577 20
Phone: +46 (0)8-410 952 00
Email: customer-service@kitchenlab.eu

If there are any parts of these Terms that you do not understand, we recommend that you contact our customer service before using https://www.kitchenlab.eu. If you experience any problems with your order, please contact us at customer-service@kitchenlab.eu or by phone on +46 (0)8-410 952 00.

Important message

Please read these Terms and Conditions carefully before ordering goods from https://www.kitchenlab.eu. They apply whenever you order or purchase goods from the website. The Terms may be updated from time to time – for example to reflect changes in technology, our business model, our systems or relevant laws and regulations – and we therefore ask you to accept the Terms each time you shop with us. Any reference to “you” or “your” means you as a user of the website; any reference to “KitchenLab”, “we” or “us” means the online shop.

If you do not accept the Terms, you cannot order or purchase goods on the website.

Ordering

The online shop is open 24 hours a day but may be closed for maintenance. Where possible, we carry out such maintenance during night hours. An order placed on a public holiday will be processed on the first following business day at the earliest.

You must be at least 18 years of age and hold a valid payment card accepted by us to purchase goods on the website. If you are under 18, you must have a legal basis to enter into a contract with us.

You can create an account with KitchenLab to log in and track the progress of your order. You cannot cancel or change orders yourself once an order has been placed. If you wish to do so, please contact us and we will help where possible.

We can only process your order if the delivery address is a home or business address in one of the countries listed on our website, including our home market, Sweden.

We reserve the right to cancel the purchase agreement in any of the following situations, without being liable for compensation or other costs:

• Your payment details are incorrect or cannot be verified.
• Your order is placed with the intent to commit fraud or in connection with a criminal offence or other illegal activity.
• An accidental error occurs on the website, e.g. a pricing or payment error.
• We have reason to believe that you are under 18 years of age.

Contracts can only be entered into via the website. We do not process orders made by email, letter, fax or direct message.

When are you bound by your order?

Before placing your order, you can change the information you have entered, including delivery, invoice and payment details, and you can change or remove items in your shopping cart.

When you click “proceed to payment”, a receipt appears on your screen. From that point you are bound by the purchase agreement (see also “Right of withdrawal and returns” below).

If you made a mistake when placing your order, please contact our customer service – we are ready to help. You will receive an order confirmation by email immediately after placing an order.

Payment

All transactions are encrypted. KitchenLab never has access to your full card number or bank details; these are handled solely by our payment partners.

Card payment
Card payments are processed by Kustom/Stripe, which meets the PCI DSS requirements – the current security standard for card transactions and the storage of card data. When you place your order, the amount is reserved on your account but is not charged until your order is dispatched.

Klarna
Where available, you can pay using Klarna’s payment options. To offer these options we share your personal, contact and order details with Klarna. Buy-now-pay-later (invoice and instalment) is not available for purchases in the UK and the EU. No fees are added for payment. The use of your information is regulated in accordance with applicable data protection law, our privacy policy and Klarna’s privacy notice. Read more at https://www.klarna.com/se.

Pricing

EU deliveries: All prices include VAT at the applicable local rate. Prices are final and represent the total cost of the product, excluding shipping. Shipping costs, where applicable, are shown separately at checkout before you complete your purchase.

UK deliveries: All prices include UK VAT (KitchenLab UK VAT no. GB 520 2577 20). Any customs duties are not included at checkout. Depending on the value of your order, import charges may be applied by customs or the carrier on arrival and are the responsibility of the buyer.

Deliveries outside the EU and the UK: Goods are sold with 0% VAT. Your purchase may be subject to local VAT, customs duties and import fees on arrival in your country. These charges are not included at checkout, vary by country and are the responsibility of the buyer. KitchenLab has no control over these charges and cannot predict their amount; we recommend contacting your local customs office before placing your order.

The price of the goods and any additional delivery or other charges are shown on the website before you complete your order and are also stated in the order confirmation.

Delivery and shipping cost

All goods are shipped from Sweden. Packages are sent with UPS, DHL or FedEx, with collection at a service point or home delivery. When your package is ready for collection you will receive a notification from the carrier by SMS, or by email if we do not have your mobile number.

The cost of handling and shipping depends on the shipping option selected. Shipping prices start from EUR 10. Free shipping is offered for orders above certain amounts to some countries.

For uncollected packages we charge our actual cost depending on the destination country (normally EUR 20–80), which is deducted from the amount already paid.

As part of our environmental responsibility, we sometimes ship orders in supplier product boxes. We believe many cartons have a longer useful life than a single delivery before recycling. The contents are of course the same regardless of the outer packaging.

Most orders are dispatched within 1–3 working days. You will receive an email confirmation once your order has been dispatched.

Alternative delivery address
Klarna’s terms (which apply only when paying by Klarna Invoice or Account) require us to deliver the order to an address at which you are registered.

Delivery to a minor
We do not deliver to persons under 18 years of age without the guardian’s permission.

Terms of delivery

Goods are delivered to the delivery address specified when ordering and are shipped from Sweden. We deliver to private and business addresses only.

If several items are ordered together and one or more cannot be delivered immediately, we only charge for each item when it is dispatched. Delivery time depends on the destination country and the carrier used.

A receipt for the goods is provided on delivery. It does not have to be you who signs for the goods; a person at the delivery address (e.g. a family member, friend or receptionist) may acknowledge delivery with binding effect for you.

For private deliveries, our carrier makes at least one delivery attempt and leaves a receipt with details of any self-collection option. The carrier typically holds the item for up to 14 days before returning it to us as undelivered. Where you have agreed to it and circumstances allow, the carrier may also deliver the item to your neighbour.

You bear full responsibility for the item after delivery. If the packaging appears damaged, you should refuse to accept the delivery. To report a defect, please see “Faulty goods” below.

We normally deliver to England and Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands, including BFPO addresses; however, due to import restrictions, certain items cannot be shipped. For a full list of items that can and cannot be shipped to BFPO addresses, click here.

You agree that we may deliver the goods in instalments if we have a stock shortage or another genuine and fair reason, subject to the provisions above and provided you incur no extra charges.

Partial deliveries

You will normally receive your package within the date range shown on the product, usually within a week. All products are delivered in one shipment, which means the delivery time is determined by the item with the longest delivery time – for example if you order an item that is not in stock. Most deliveries are dispatched within 1–3 working days after ordering. We will contact you if for any reason we cannot meet the stated delivery time.

Track your order

Whichever delivery method you choose, you will receive an email from us once the order has been shipped. Orders are generally dispatched within 1–3 working days and are expected to arrive within 2–8 days of ordering, provided all items are in stock.

How to cancel

If you wish to exercise your right to cancel, please contact our customer service at customer-service@kitchenlab.eu or by phone on +46 (0)8-410 952 00 (charges may apply).

You cannot cancel your order simply by refusing to take delivery of the goods, or by failing to collect them, without informing us at the same time that you are withdrawing.

For products that are tailor-made to your specific needs, your right to cancel is waived once customisation has started. When you approve your order on the website and accept these Terms, you accept that customisation may begin; once it has started, your right to cancel, return or otherwise change your order no longer applies. If you change your mind after ordering, please contact us as soon as possible and we will do our best to cancel your order and stop production. We cannot, however, guarantee that cancellation will be possible, as it depends on whether manufacturing has already started.

Right of withdrawal and returns

Within the EU, you have a 30-day right of return from the date of shipping. In addition, under the Distance and Off-Premises Contracts Act (2005:59) you have a statutory right of withdrawal for 14 days after receiving the goods.

Returned goods must be unused and in their original packaging (this does not apply to foodstuffs with a best-before date). No later than 14 days after we receive the returned goods, we will refund the value of the goods.

Returns must be sent well packaged, together with your name, order number and the reason for the return. All returns are arranged in coordination with customer service, who can provide a pre-printed return shipping label. The return cost is always charged to the customer when our shipping label is used. Returns from other countries to Sweden are coordinated with customer service.

The original shipping cost is never refunded – only the value of the goods returned.

The right of withdrawal does not apply to companies or organisations, or to specially ordered or made-to-order products (for example custom goods, or specially manufactured items such as stainless fittings, sinks, etc.). Business-to-business orders are not entitled to a return but carry a six-month warranty.

In the event of a dispute, we undertake to follow the recommendations of the National Board for Consumer Disputes (ARN). Please see the model withdrawal form at the end of these Terms.

Faulty goods

In addition to the withdrawal and cancellation rights above, you have statutory rights, including that goods delivered are of satisfactory quality, fit for their purpose and as described.

Within six months of delivery, if the product is faulty you are entitled to a repair or replacement, or – where repair or replacement is not possible – a refund. After six months from delivery, similar rights apply, but only if you can prove that the fault was present at the time of delivery.

KitchenLab offers a 12-month warranty and a 36-month right of complaint to private individuals. Most products in our online shop are intended for household use unless otherwise stated; household products used in a commercial environment are not covered by warranty. For products intended for commercial use, we offer a 6-month warranty.

Your warranty and right of complaint cover malfunctions occurring during the warranty or complaint period. Where a product has no functional fault but a handling fault (e.g. an incorrectly set product, or damage due to negligence), we are entitled to charge an examination fee of EUR 150 incl. VAT, which includes return shipping. Please therefore follow the recommendations and care instructions supplied with the product or provided by us.

Refunds

Except as set out below, if you cancel a contract in full (i.e. all items in the order) we will refund all payments received for that order. Return costs are not refunded.

We may deduct from the refund any loss in value of goods resulting from unnecessary handling by you – that is, handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, going beyond what would reasonably be allowed in a physical shop.

We will make the refund without undue delay and in any event no later than:

1. 14 days after the day we receive the returned goods from you; or
2. 14 days after the day you provide evidence that you have sent the goods back to us.

We will use the same means of payment as the original transaction unless you have expressly agreed otherwise. No fees will be added to the refund.

Complaints – if there is something wrong with the goods

The rules of the Sale of Goods Act apply to the purchase of goods. If your item is defective, or if we have delivered the wrong goods, please contact our customer service at customer-service@kitchenlab.eu or by phone on +46 (0)8-410 952 00.

When making a complaint, please always state your order number, the date of purchase, the item number, a description of the fault and when it occurred. The right to complain does not apply where a fault or defect has been caused by incorrect or careless use, or where the product has been damaged through handling or accident after you received it.

Please contact us within a reasonable time of receiving the product, by phone, email or letter. The product should then be returned to KitchenLab in accordance with our instructions. We recommend that you keep proof of the return and your purchase receipt, which serve as warranty documentation.

If we cannot agree on what you are entitled to, you may use the following options:

• Swedish Consumer Agency (Konsumentverket): www.konsumentverket.se
• National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm: www.arn.se
• EU Online Dispute Resolution platform (particularly relevant for consumers resident in another EU country): https://ec.europa.eu/odr
• UK consumers may refer a dispute to the UK European Consumer Centre: https://www.ukecc.net/

Personal information

Protecting your personal data is important to us. We handle your personal data with confidentiality. Please read our privacy policy, which explains how we use the personal data you provide when ordering and what rights you have in relation to that data.

Limitation of liability

We do not exclude or limit our liability for:

• any fraudulent act or omission; or
• personal injury or death caused by our negligence or breach of our other legal obligations.

Subject to the above, we are not liable for any loss that was not reasonably foreseeable to both parties when the contract was made, nor for any loss (e.g. loss of profit) to your business, trade, craft or profession, as we assume goods are not bought wholly or mainly for business purposes.

Governing law and jurisdiction

These Terms, and any agreement entered into under them, are governed by Swedish law. Where you are a consumer resident in the EU or the UK, you also benefit from the mandatory consumer-protection rules of your country of residence, and nothing in these Terms affects those rights.

Any dispute arising in connection with our agreement, including its existence or validity, shall be brought before a competent court in Sweden, unless mandatory law in your country of residence gives you the right to bring proceedings elsewhere.

Other terms

We do our best to keep https://www.kitchenlab.eu/ up to date and to ensure that prices, offers, descriptions and other product information are correct. However, spelling mistakes and errors in prices, offers, descriptions and other product information may occur, and occasionally we find that the price of an item has been stated incorrectly.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. You may also notify us of your withdrawal in any other clear statement.)

To: KitchenLab, Birger Jarlsgatan 106, 114 20 Stockholm, Sweden – customer-service@kitchenlab.eu

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
____________________________________________

Ordered on / received on: ____________________
Order number: ______________________________
Name of consumer(s): _______________________
Address of consumer(s): _____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ______________________________________