STUDIO BROWN

Kitchen Design Service Terms & Conditions

Effective as of: 10th July 2026

 

Important Information – How Our Fees Work

🔹 Step 1: Site Survey – FREE OF CHARGE

We offer a completely free site survey and measurement service. This includes visiting your property, assessing the space, taking accurate measurements, and holding an initial consultation to understand your requirements, style preferences, and budget. There is no obligation and no payment required at this stage.

🔹 Step 2: Design Service – £840

Following the survey, if you confirm you wish us to proceed to the detailed design stage, the Design Fee of £840 becomes payable.

What this covers: Creation of custom 2D/3D layouts, detailed plans, material specifications, product selection, and a full written quotation. This represents our professional expertise, design time, and intellectual property.

  • ✅ If you choose to proceed with us: The full £840 amount will be deducted from the final total of your supply and installation quotation — effectively receiving the design service at no extra cost.
  • ❌ If you choose not to proceed: You will still receive and keep the complete detailed design pack and quotation. The £840 fee is non-refundable, as it is payment for the design work and documentation provided.

 

Introduction

Please read these Terms and Conditions carefully before engaging our service. They set out the rights and responsibilities between you (the customer) and Studio Brown Ltd (“we”, “us”, “our”), governing all kitchen survey, design, measurement, quotation, and related services we provide.

By booking a survey or proceeding to the design stage, you agree to be legally bound by these terms. If you do not agree with any part of these terms, please do not proceed with your booking or order.

These terms apply exclusively to consumer customers — meaning individuals booking for personal, household, or domestic use, not for business, commercial, or trade purposes. If you are acting on behalf of a business, please contact us for our commercial terms. The contract and all communications will be in English only.

Studio Brown Ltd

Registered in England and Wales | Company Number: 14796868

Registered Office: 86-90 Paul Street, London, EC2A 4NE

📧 Email: info@studiobrownliving.co.uk

📞 Phone: 07719 767969 | Monday–Saturday, 09:00–16:30

If you require these terms in an accessible format (such as large print, audio, or braille), please contact us using the details above.

 

1. Information We Provide

In compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we will share all key details clearly and in good time — typically by email or during our on-site visit — before any contract is formed. This includes:

  • Clear explanation of our service stages: Free Survey followed by Paid Design Service (£840)
  • Full description of what is included in the survey versus the design service
  • Our identity, contact details, and service areas
  • Total fees, including VAT
  • Any additional charges (e.g. travel fees for locations outside our standard service zone)
  • Payment terms and schedule
  • Timelines for visits, design work, and quotation delivery
  • Our complaint handling process
  • Details of your legal rights and our obligations
  • Terms of any applicable guarantees

All information provided forms part of this agreement. We may update these terms from time to time, but the version applicable to your booking will always be the one shared and agreed upon at the time of your enquiry or booking.

 

2. Privacy and Personal Data

Your privacy is important to us. All personal information you share — including your address, contact details, and property measurements — will be handled in line with our Privacy Policy, available at:

www.studio-brown.co.uk/privacy

This policy explains how we collect, store, use, and protect your data, your rights regarding your information, and how to contact us or the relevant authorities if you have questions or concerns. By using our service, you consent to the processing of your data as described in that policy.

 

3. Booking, Survey, Design & Quotation Process

3.1 Booking and Site Survey (Free Service)

When you book our kitchen service, we will agree a convenient date and time for our designer to visit your property to carry out a site survey and measurement. This service is provided free of charge and without obligation.

You are responsible for:

  • Ensuring safe, clear, and unobstructed access to all relevant areas of your property
  • Removing any hazards, obstacles, or fragile items before our arrival
  • Being present or having an authorised adult present during the visit
  • Informing us immediately if any details about your property or requirements change after booking

Our designer will take accurate measurements, discuss your needs, assess technical requirements, and provide initial advice. Any damage to your property that you believe was caused by our team must be pointed out and recorded before our representative leaves the site. We cannot accept responsibility or claims for damage that is not reported at the time.


3.2 Instruction to Proceed to Design

Following the survey, if you are happy to proceed, you must confirm your instruction for us to create your detailed designs and specification. At this point, the Design Service Contract begins.

To commence design work, you must pay the Design Fee of £840 as agreed.

  • Payment requirement: Payment of the design fee confirms your instruction to proceed and is required before any detailed design work begins.
  • Application of fee:
  • ✅ Proceeding with purchase: If you accept our quotation for supply and installation, the full £840 will be credited and deducted from your final invoice total.
  • ❌ Not proceeding: If you decide not to purchase goods or installation from us, you will still receive the complete design pack and documentation. The £840 fee is fully earned upon delivery of the design work and will not be refunded.


3.3 Quotation and Acceptance

Within 5 working days of receiving your instruction and design fee, we will send you a detailed design proposal, visuals, and written quotation. This document will outline:

  • Proposed design layout, materials, and specifications
  • Full costs for supply and installation (the £840 Design Fee has been deducted from this total if applicable)
  • What is included and excluded
  • Validity period of the quotation (usually 30 days)

A quotation is an invitation to consider our offer — it is not a binding contract for supply or installation. A contract for supply and installation only comes into effect when:

  1. You confirm acceptance of the quotation in writing or by signing our order form; and
  2. We send you a formal Order Confirmation by email or in writing.

Until that point, either party may withdraw without obligation regarding supply/installation. We reserve the right to decline or cancel any order for reasons including — but not limited to — unavailability of materials, incorrect pricing, legal restrictions, or inability to access the property safely. In such cases, we will notify you promptly and refund any payments made in excess of the design fee.


3.4 Accuracy of Information

You are responsible for confirming all measurements, property details, and requirements you provide. We will rely on the information shared during the visit or provided by you, and we cannot be held liable for errors resulting from incomplete or inaccurate details. Please review all designs and quotations carefully before confirming.


3.5 Entire Agreement

Once confirmed, these terms, together with the final quotation, design specification, and order form, represent the full agreement between you and us. They replace all previous discussions, agreements, or understandings — whether written or verbal.

Note: Our design service includes only design, measurement, and planning. Plumbing, electrical work, tiling, building alterations, supply of materials, or installation are not included unless explicitly listed and priced in your quotation. We can recommend trusted third-party contractors, but any contract for such work is between you and them — we are not liable for their work, and they are not our agents.

 

4. Payment Terms

4.1 Fees and Pricing

All prices are in GBP (£) and include VAT at the applicable rate. This includes:

  • Site Survey: FREE – No charge, no obligation.
  • Design Fee: Fixed amount of £840 payable only when you instruct us to begin detailed design work. Covers concept development, CAD design, visuals, specification, and quotation preparation. This fee is separate from any costs for supply or installation, but will be deducted from those costs if you proceed.
  • Supply & Installation Costs: As detailed in your quotation, payable only if you choose to proceed with purchasing goods or services from us. The £840 design fee will be subtracted from this total upon confirmation.

Prices are valid only for the period stated in your quotation. Any additional services, changes to design, or extra work requested after confirmation will be charged as agreed and may require an updated quotation.


4.2 Payment Schedule

Once an order for supply and installation is confirmed, payment shall be made according to the following schedule (Industry Standard 40/40/20 Structure):

  • Design Fee: £840 payable upon instruction to design. (Deducted from final balance if proceeding with purchase).
  • Supply & Installation Payments:
  • 40% Deposit: Payable upon signing the order form / order confirmation. Secures production dates and covers material procurement.
  • 40% Mid-Term Payment: Payable prior to delivery or upon notification that goods have arrived in our warehouse / are ready for dispatch. Must clear in our account before goods are loaded for delivery.
  • 20% Final Balance: Payable on the day of delivery or upon satisfactory completion of installation works, prior to the team leaving the property.

Note: Where orders are for bespoke, custom-made items, payment milestones may be adjusted to reflect manufacturing lead times, but will follow the same proportional structure.


4.3 Accepted Payment Methods

We accept payment via bank transfer, credit card, or debit card, as detailed on your invoice or order form. We do not accept cash, cheques, or American Express. Payment must be made without deduction, set-off, or withholding, unless required by law.


4.4 Late Payment

If payment is overdue, we reserve the right to:

  • Charge interest at 4% above the Bank of England base rate, calculated daily on outstanding amounts
  • Suspend all work, visits, or deliveries until payment is received
  • Cancel the contract and retain any payments made (including the design fee) to cover costs and losses


4.5 Retention of Title and Intellectual Property

We retain legal ownership and all intellectual property rights of all designs, drawings, plans, and documentation until full payment is received — including the design fee.

You are granted a personal, non-transferable licence to use these designs solely for your intended kitchen project, whether you use us or another company for installation. Even if you do not proceed with us and keep the designs, you may not reproduce, share, or sell these materials commercially without our written permission.


4.6 Payment Security

We use secure, encrypted payment systems. While we take all reasonable measures to protect your data, we are not liable for losses caused by unauthorised access if this is not due to our negligence or breach of duty.

 

5. Your Right to Cancel and Refund Policy

5.1 Cancellation Rights – Survey vs Design Stage

🔹 Site Survey Stage

As the site survey is provided free of charge and without obligation, you may cancel or reschedule your appointment at any time before the visit without penalty or charge.

🔹 Design Service Stage (Once fee paid / work started)

Under consumer law, you generally have the right to cancel your booking or order within 14 days of confirmation, without giving any reason. However, due to the bespoke nature of our design service:

  • ✅ If you cancel BEFORE design work has begun: We will refund 90% of the design fee (£756), retaining 10% (£84) to cover administration and processing costs. No further charges apply.
  • ❌ If you cancel AFTER design work has started OR AFTER designs have been issued: The full £840 Design Fee is NON-REFUNDABLE. This applies regardless of whether you like the design or decide not to proceed with purchasing goods or installation from us. You will still receive or keep the complete set of designs and documentation.

You cannot cancel once:

  • We have started work with your prior agreement
  • Designs, drawings, or specifications have been created specifically for you
  • The service has been fully completed


5.2 Cancellation of Supply & Installation Order – IMPORTANT

All kitchens supplied by Studio Brown are bespoke, custom-made products manufactured specifically to your measurements, design, and requirements.

Once an order has been placed with our manufacturing partners, you do not have the right to cancel, amend, or postpone the order. Due to the custom nature of these goods, they cannot be returned, resold, or used for another project. Consequently:

  • Orders cannot be cancelled once production has commenced.
  • If you attempt to cancel after the order has been sent to manufacture, you remain liable for 100% of the total contract price.
  • All payments made, including deposits and design fees, are fully non-refundable.

Statutory cancellation rights under the Consumer Contracts Regulations 2013 are explicitly excluded for bespoke goods manufactured to your specific specifications, as permitted by law.


5.3 How to Cancel

To cancel within the permitted period (only applicable before manufacturing begins), contact us by email or post using the details above, stating clearly that you wish to cancel. To meet the deadline, you only need to send the notice before the period expires.


5.4 Refunds

Where refunds are due (only applicable at survey or early design stage), we will process them within 14 days of receiving your notice, using the same payment method you used.


5.5 Changes or Postponement

If you wish to change dates or postpone our visit or work, please give us at least 10 working days’ notice. One reschedule is permitted free of charge; further changes may incur an administration fee. No changes to design or specifications can be made once manufacturing has started.

 

6. Delivery, Installation and Service Completion

6.1 Timelines

We will provide estimated timelines for visits, design work, and — where applicable — installation. While we aim to meet all agreed dates, delays may occur due to circumstances outside our control (e.g. access issues, supplier delays, severe weather). We will inform you promptly of any delays and provide a revised schedule. We are not liable for losses caused by such delays.


6.2 Access and Handover

You must ensure access is available as agreed. If no one is present or access is not possible at the agreed time, we may charge a return visit fee equivalent to our standard travel and labour costs.

Upon completion of our design service, we will hand over all final plans, specifications, and documentation. You are entitled to keep these documents in all scenarios where the design fee has been paid.

Where installation is included, we will conduct a final walkthrough with you. You must report any issues or defects in writing within 7 days of completion; otherwise, the work is deemed accepted and satisfactory.


6.3 Risk and Responsibility

Risk of damage or loss to materials, goods, or equipment passes to you once delivered to your property or handed over. You are responsible for the safety and security of all items and documentation once in your possession.

 

7. Standards, Quality and Faults

7.1 Compliance

All designs, advice, and work we provide meet professional standards and comply with relevant industry regulations, safety requirements, and the Consumer Rights Act 2015. We guarantee that:

  • Our service is carried out with reasonable care, skill, and attention
  • Designs are fit for the purpose discussed and agreed
  • All information and specifications are accurate to the best of our knowledge


7.2 Variations

Due to the handmade and custom nature of kitchen design and manufacture, there may be minor variations in colour, finish, or measurements (up to 2% tolerance). These are normal and not considered defects. Images, samples, or showroom displays are for guidance only — the final result may vary slightly.


7.3 Faults and Complaints

If you believe our service, design, or any supplied goods are faulty or do not meet the agreed specification:

  1. Notify us in writing as soon as possible, clearly explaining the issue and providing photos or evidence
  2. We will review your report and, where applicable, offer correction or revision
  3. If we cannot resolve the issue, or if the work fails to meet legal standards, you may be entitled to a partial refund or price reduction (this does not apply to the design fee if the service was carried out with reasonable care)

For further information about your statutory rights, you may visit the Citizens Advice website:

www.citizensadvice.org.uk

 

8. Liability Limitations

We provide our service with care and professionalism, but our liability is limited as follows:

  • We are not liable for indirect or consequential losses (such as loss of income, wasted expenditure, or inconvenience) unless caused by our fraud or deliberate breach.
  • Our total liability under this contract will never exceed the total amount you have paid us.
  • We are not liable for problems caused by your actions, incorrect information you provided, or failure to prepare your property or follow our advice.
  • We are not liable for work or materials provided by third-party contractors or suppliers you choose to use.
  • We are not liable for costs or outcomes if you choose to use our designs to have the work completed by another company.