Terms and conditions Kitchen Lab
Please note that all purchases made outside of EU are sold with 0% tax and shipped with unpaid taxes and local VAT.Applicable for sale of physical goods via the web.
These terms and conditions apply to the purchase of goods by consumers on the website https://www.kitchenlab.eu. The site is owned and operated by:
KitchenLab, Birger Jarlsgatan 106, 11420 Stockholm, Sweden
CVR no. 556785-6199, SE556785619901
Phone 0046(0)8-41095200
customer-service@kitchenlab.eu
If there are any parts of the terms that you do not understand, we recommend that you contact customer support before you start using https://www.kitchenlab.eu
If you experience any problems with your order at https://www.kitchenlab.eu please contact our customer support at: customer-service@kitchenlab.eu or phone: 0046(0)8-41095200
Important message
Please read the terms and conditions carefully before ordering goods from https://www.kitchenlab.eu
These Terms and Conditions apply when 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 system capabilities or in relevant laws and regulations) and therefore we ask you to agree to 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 Kitchen Lab means us as 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 try to carry out such maintenance during the night hours.
An order placed on a public holiday will be processed the first following business day.
You must be at least 18 years of age to purchase goods on the Website and hold a valid payment card accepted by us. If you are under 18 years of age, you must have a legal basis to enter into a contract with us.
It is possible to create an account with Kitchen Lab, you will therefore be able to log n to the webshop and track the progress of your order. You do not have the ability to cancel or change orders yourself once an order has been placed. If you wish to do so, please contact Kitchen Lab, at which it may be possible to make changes.
We can only process your order if the delivery address is a home or business address in one of the countries listed on our site, 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 not correct or cannot be verified
- Your order is placed with the intent to commit fraud, etc. or placed in connection with a criminal offence or other illegal activity
- An accidental error occurs on the Website, e.g. a payment error or similar.
- 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 in emails, letters, faxes and direct messaging.
At what point in the ordering process are you bound by your order?
Before placing your order, you have the opportunity to change the information you have entered, including delivery and invoice details or payment details. You also have the option to change the items or remove items from your shopping cart.
When you click "proceed to payment", a receipt will appear on your screen. From that point on, you are bound by the purchase agreement. Please read more under Right of withdrawal.
Please contact our Customer Support if you made a mistake when placing your order - they are ready to help you.
You will receive an order confirmation in an email directly after placing an order. After the conclusion of the agreement, the rules on the right of withdrawal will apply.
Payment
KitchenLab accepts the following payment methods through Klarna, which holds an SSL certificate for card payments:
Klarna
Klarna's payment options
Buy now and pay later option is not available for purchases in UK and EU.
Pay Directly: Automatic withdrawal from your bank account: based on direct debit and your account is debited approximately two banking days after the purchase has been completed or the item has been shipped. The terms and conditions for using direct debit can be found here.
In order to be able to offer a set of different payment options, we need to share your personal, contact and order details with the provider of the respective payment service. We recommend that you read our privacy policy.
The use of this information is regulated in accordance with the applicable data protection law and Klarna's privacy policy.
Card payment
The card payments are also managed by Klarna, which meets the requirements for PCI DSS, which is the current security standard for card transactions and storage of card data. No card information is handled by us at KitchenLab.
When you place your order, the current amount is reserved on the account, but the money is never withdrawn until we ship the goods.
When paying by debit card, the payment will be reserved on your account in accordance with the terms of your card until we withdraw or reject the payment. The amount will be deducted when the item is shipped.
Kitchen Lab never sees any information about your credit card number or bank account and all card and personal data transmitted via our payment providers is encrypted.
You must pay by submitting your credit or debit card details with your order. The payment will not be taken until your order has been dispatched.
Payments are made via our payment provider partner Klarna. No fees for payment are added to the order. Terms apply for using Klarna's Pay Later services (invoice and instalment). Klarna processes customer information in some cases to deliver their services. You can find Klarna’s privacy notice here.
Read more at: Klarna, https://www.klarna.com/se
Pricing
For EU Customers: All prices displayed on the Kitchen Lab online store include the applicable Value Added Tax (VAT) at the current local rates. These prices are final and represent the total cost of the product, excluding shipping fees. Shipping costs, where applicable, are additional and will be clearly itemized during the checkout process before you finalize your purchase.
For Customers Outside the EU: Products purchased from locations outside the European Union are sold on a tax-exempt basis, meaning they are priced with 0% VAT. However, please be aware that your purchase may be subject to local VAT, customs duties, and import fees upon arrival in your country. These additional charges are the responsibility of the buyer and vary by country. Kitchen Lab does not have control over these charges and cannot predict their amount. We recommend contacting your local customs office for further information before placing your order.
The price of the goods and any additional delivery or other charges will be available on the website before the order has been completed. Furthermore, it will also be available in the order confirmation.
Delivery and shipping cost
Packages are sent with UPS. UPS will provide collection at a service point or hom delivery. When your package is ready for collection, you will receive a notification from the selected forwarder via SMS - or email, if we do not have your mobile number.
The cost of handling and shipping depends on the selected shipping option.
For uncollected packages, we charge self cost depending on shipment country (normally 20-80 euro), which is deducted from the amount already paid.
As part of our environmental responsibility, we sometimes use product boxes from suppliers to ship orders. We think that many cartons have a longer life than a delivery before recycling. Of course, the content is the same regardless of the outer packaging.
Our delivery method is processed within 14 working days, your cover can be collected from your nearest UPS pick-up point. You will receive an email confirmation once your order has been dispatched.
We offer shipping prices starting from 10 euro. Free shipping is offered for orders above certain amounts to some countires.
Alternative address of delivery
Klarna's terms and conditions (of course only apply when paying with Klarna Invoice or - Account) require us to deliver the order to an address at which you are registered.
Delivery to a minor
Without the guardian's permission, we do not deliver to people younger than 18 years.
Terms of delivery
Goods will be delivered to the delivery address specified when ordering and shipped from Sweden. Please note we only deliver to private and business addresses.
If several items are ordered in one order and one or more of the items cannot be delivered immediately, we will only deduct the payment for the item(s) when the items are dispatched. The time of delivery depends on the country of delivery and the carrier used.
Any additional delivery or other charges will be available on the website before the order has been completed. Furthermore, it will also be available in the order confirmation.
A receipt for the goods is provided upon delivery. It does not necessarily have to be you who signs for the goods. Person(s) at the delivery address (e.g. a family member, friend, receptionist, etc.) may therefore acknowledge delivery with binding effect for you.
For private deliveries, our carrier will make at least one delivery attempt. At the delivery attempt, the carrier will leave a receipt informing you of the details of any self-collection option. The carrier will typically hold the item for up to 14 days before returning it to us as undelivered. Please note that our carrier can also deliver the item to your neighbour, if you have agreed to this and if circumstances allow.
Please note that you bear the full responsibility of the item after delivery. If the packaging appears to be damaged, you should refuse to accept the delivery. If you wish to complain about any defects, please inform us, see "Defective goods and wrong goods".
We normally delivery to England and Wales, Scotland, Northern Ireland, the Isle of Man and Channel Islands, including BFPO addresses; however, due to import restrictions, certain items cannot be shipped. For a full list of items that can/cannot be shipped to BFPO addresses click here.
You agree that we may deliver the goods in instalments if we suffer from a shortage of stock or have another genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.
Separate deliveries
You will normally receive your package within the specified date range on the product, usually within a week. All products are delivered in one shipment, which means that the delivery time is affected by the product with the longest delivery time, for example if you ordered an item that we do not have in stock.
Delivery is indicated on each product, but most deliveries will be sent within 1 – 3 working days after ordering. We will contact you if for any reason we cannot meet the delivery time.
Track your order and view history
Regardless of the delivery method chosen, you will receive an email from us once the order has been shipped. Generally delivery will be shipped within 1 - 3 weekdays and will be expected to be received within 2 - 8 days after ordering, as long as all items are in stock.
How to cancel
If you wish to exercise your right of cancel, you must contact customer service at: customer-service@kitchenlab.eu or by phone: 0046(0)8-41095200 (charges may apply).
You cannot cancel your order 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.
Any products that are produced to be tailor-made to your specific needs, your right to cancel is waived once the customisation of your order has started. Once you approve your order on the website and accept our General Terms and Conditions, you accept that the customisation can start. And as soon as the customisation process is initiated, your right to cancel, return or otherwise edit your order is waivered.
In the unlikely event that you change your mind after making an order, please contact us as soon as possible and we will do our best to cancel your order and stop production of your product. However, we cannot guarantee it will be possible to cancel your order as it depends on whether or not manufacturing of your product has started.
Right of withdrawal
Within EU, you have 30 day right of return from date of shipping. TUnused goods in original packaging (does not apply to foodstuffs with a best before date).
According to the Distance and Home Sales Contracts Act (2005:59), you as a customer have the right of withdrawal for 14 days after you have received the goods from us.
Goods returned must be unused and in original packaging.
No later than 14 days after the goods have been received by us, we will refund the value of the goods.
Returns are sent well packaged together with name, order number and reason for the return. Returns from other countries to Sweden take place in coordination with customer service. The return cost is always charged to the customer when choosing our shipping label.
Please note that the right of withdrawal does not apply to companies or organisations and to specially ordered/tailored products, e.g. custom order goods or products that are made to order.
When returning goods, the original shipping cost is never refunded, only the value of the goods being returned.
In the event of a dispute, we promise to follow the recommendations of the General Complaints Board.
Please note that the right of withdrawal does not apply to specially manufactured products such as stainless fittings, sinks, etc.
Please refer to the withdrawal form at the end of these Terms and conditions.
Faulty goods
In addition to the withdrawal and cancellation rights above, you also have statutory rights including that goods delivered are of satisfactory quality, are fit for their purpose and are as described.
Within six months of the date of delivery and in the event of the product being faulty, you are entitled to a repair or replacement. Or a where repair/replacement is not possible a refund. After six months from the date of delivery, similar rights exist, but only if you can prove that the fault was present at the point of delivery.
For further information about your statutory rights, please contact the UK International Consumer Centre.
Return of goods and return costs
You must contact us if you wish to arrange a return and if accepted we will arrange a return with you the customer. We will send return instructions to you, following you contacting us.
Return policy
You have the right to return the package within 30 days of receipt of the goods. The goods should be unused in original packaging (does not apply to foodstuffs with a best before date).
Business to Bussiness orders are not entitled to a return of products but will have a six months warranty.
According to the Distance and Home Sales Contracts Act (2005:59), you as a customer have the right of withdrawal for 14 days after you have received the goods from us.
No later than 14 days after the goods have been received by us, we will refund the value of the goods.
Returns are sent well packaged together with name, order number and reason for the return. Contact our customer service and we will send you a pre-printed return shipping slip.
All returns take place in coordination with customer service. The return cost is always charged to the customer when choosing our shipping label.
Please note that the right of withdrawal does not apply to companies or organizations and to specially ordered/tailored products, e.g. custom order goods or products that are made to order.
When returning goods, the original shipping cost is never refunded, only the value of the goods being returned.
In the event of a dispute, we promise to follow the recommendations of the General Complaints Board.
Please note that the right of withdrawal does not apply to specially manufactured products such as stainless fittings, sinks, etc.
Refunds
Except as set out below, if you cancel a contract in full (i.e. all items in the order), we will reimburse you all payments we have received for that order. Note that return costs are not reimbursed.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. By this, handling of the goods beyond that which is necessary to establish the nature, characteristics and function of the goods is meant. Such handling applies e.g. if it goes beyond the sort that would reasonably be allowed in a physical shop.
We will make the reimbursement without undue delay, and in all cases no later than:
- 14 days after the day on which we received the returned goods in question from you; or
- 14 days after the day on which you provide evidence that you have sent the goods back to us.
We will make the reimbursement using the same means of payment as was used for the initial transaction unless you have expressly agreed otherwise. In any event however, no fees will be added to the reimbursement.
Complaints - if there is something wrong with the goods
When buying goods, the rules of the Sale of Goods Act apply.
If your item suffers from a defect or we have delivered incorrect goods, please contact our Customer support on: customer-service@kitchenlab.eu or by phone: 0046(0)8-41095200
Contact our customer service at customer-service@kitchenlab.eu if you wish to start a complaint. Enter the order number, date of purchase, article number, description of the error and when the error occurred. When contacting Customer Support, please alays state the order number, item number, and describe what is wrong with the item, etc.
KitchenLab offers a 12-month warranty and 36-month right of complaint to private individuals. Most products in our online store are intended for household use unless otherwise stated. Household products used in a commercial environment are not guaranteed. For products intended for commercial use, we offer a 6-month warranty.
Your warranty and right of complaint cover malfunctions that occur during your warranty or complaint period. In cases where the product is not affected by a functional fault but a so-called handling fault (e.g. incorrectly set product, damage due to negligence, etc.) we have the right to charge you an examination fee, including shipping and handling costs. The examination fee is 150 euro. VAT and includes round trip fee. Therefore, keep in mind that it is important that you follow the recommendations and care instructions that come with the product or that we inform you about.
If we can't agree on what you are entitled to, you have the following complaint options:
A complaint about a product or service can be submitted to the Center for Complaint. You can complain to the Swedish Consumer Agency (Konsumentverket) is www.konsumentverket.se Swedish Consumer Complaints Board (Allmänna reklamationsnämnden or ARN) is www.arn.se.
The European Commission's online complaints portal can also be used to lodge a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be submitted here - EU Commission's Online Dispute Portal
Any dispute must be resolved by either the Allmänna reklamentationsnämnden (ARN) in Sweden or the European Commission Online Dispute Resolution (EU ODR). ARN: https://www.arn.se/ Allmänna Reklamationsnämnden, Box 174 101 23 Stockholm EU ODR: https://ec.europa.eu/odr
You have the right to send a complaint regarding your order. This means you can either request to have your goods repaired, exchanged, or for the purchase to be cancelled or to receive a reduction on the price. The right to a complaint will only be processed aslong as any faults and defects have not been caused as a result of incorrect or neglectful use of the product provided nor can the complaint be processed if the product in question has been damaged in any way through handling or accident after you as the customer have recieved your product.
When bringin a complaint to Kitchen Lab, you as the customer should have use of the guarantee and the complaint brought to the attention of the shop with reasonable time from receipt of the product. Contact should be made by phone, email or letter. The product will then be required to be sent to Kitchen Lab , following Kitchen lab instructions. Please note it is advisable to keep receipt of this return and your purchase receipt, this will then act as guarantee documentation.
Email: customer-service@kitchenlab.eu
Telephone: 0046(0)8-41095200
Personal information
Protection of your personal data is important to us at Kitchen Lab. We handle your personal data with confidentiality. Please read our privacy policy, which explains how we use the personal data that you give us in connection with the ordering procedure and what rights you have regarding your personal data shared with us.
Excluding liability
The supplier does not exclude liability for:
- any fraudulent act or omission; or
- personal injury or death caused by negligence or breach of the supplier’s other legal obligations. Subject to this, the supplier is not liable for a loss which was not reasonably foreseeable to both parties at the time when the contract was made; or
- loss (e.g. loss of profit) to the customer’s business, trade, craft or profession which would not be suffered by a consumer – because the supplier believes the customer is not buying the goods wholly or mainly for the business, trade, craft or profession.
Governing law, jurisdiction and complaints
Any agreement entered into between us under these Terms shall be governed by local relevant law and authorities. Any dispute arising in connection with our agreement, including the existence or validity of the agreement, shall be brought before a competent court in Sweden.
The contract including any non-contractual matters is governed by the law of England and Wales. Disputes can be submitted to the restriction of the courts of England and Wales or, if the customer lives in Scotland or Northern Ireland, in the courts of Scotland or Northern Ireland respectively.
If have a complaint about a product, our website or anything else, please contact our customer service at customer-service@kitchenlab.eu or by telephone on 0046(0)8-41095200. We will always try to find a reasonable solution. In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the UK International Consumer Centre here.
Applicable law and jurisdiction
Any agreement entered into between us under these Terms shall be governed by local relevant law and authorities. Any dispute arising in connection with our agreement, including the existence or validity of the agreement, shall be brought before a competent court in Sweden.
Other conditions
Update of https://www.kitchenlab.eu/
We do our best to update https://www.kitchenlab.eu/ and ensure that prices, offers, descriptions and other information about the goods are correct. However, spelling mistakes, errors in prices, offers, descriptions and other information about the goods may occur and sometimes we find that the price of an item is incorrectly stated.
