Terms and Conditions

Terms and Conditions

Installation Services Group Limited, trading as KBB Supply Services, acts on behalf of the following companies, all are subsidiaries of Installation Services Group Limited: Bathroom Installation Services, Kitchen Installation Services and KBB Supply Services. All companies are registered at 7 St. Petersgate, Stockport, England, SK1 1EB and trade from 6D Hawthorn Lane, Wilmslow, SK9 1AA.

Please read these terms and conditions (“these terms”) carefully before you order as they may affect your rights and liabilities under the law and set out the terms under which the goods are available to you. Ordering goods from Installation Services Group Limited and its subsidiaries via any method acknowledges your understanding and you agree to these terms and conditions. Installation Services Group Limited reserves the right to update these terms and conditions and terms of use without prior notice. 

  • Use of kbbtradepartners.co.uk & kbbtradepartners.com
  • These websites are provided to you free of charge for personal use subject to these terms. By using these websites, you agree to be bound by these terms. All orders and purchases made on these websites will also be governed by these terms and will be between you and Installation Services Group Limited. Your contract will not under any circumstance be with any other party, including any retailer whose website may have directed you to this website. These terms do not affect your statutory rights. 
  • Although Installation Services Group Limited aims to offer you the best possible service, Installation Services Group Limited cannot guarantee that the service will be fault free. If a fault occurs in the service, please report this to customer services and we will attempt to correct the fault as soon as possible. 
  • Your access to this website may be occasionally restricted to allow for maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we can. 
  • Due to limitations on photographic reproduction, colours may differ slightly from the actual products shown. Please see the sample section of these terms. 
  • Installation Services Group Limited performs a number of checks on feedback with an aim to ensure that feedback is authentic and will remove feedback that in its sole discretion appears to be fake, uses profanity or any other form of abuse, but makes no claim or warranty of the accuracy or authenticity of any feedback.
  • Online Account
  • Placing an order with Installation Services Group Limited or any of its subsidiaries you will automatically create a customer record which can be used on kbbsupplyservices.co.uk and kbbsupplyservices.com to monitor past and place future orders.
  • All customer records and information such as user name, identification number, account code and/or password must be kept confidential. All information provided for the use of the account holder. The record holder is responsible for any consequences of unauthorised access of your account due to any disclosure of your account information to any third party.
  • When creating an account, you must provide accurate and complete information. You must not create a customer record on the behalf of anyone else. On creating a record, you consent that all the information provided is true, accurate, current and complete. 
  • Installation Services Group Limited reserve the right to withdraw or restrict access to the record without notice. 
  • If you know or suspect that any breach to your record has taken place you must contact customer services immediately. 
  • Prices
  • The prices payable for the items that you order are clearly set out in the website and any quotation that is sent to you. If by mistake we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we dispatch the item concerned. 
  • All prices on the website are displayed in pounds sterling inclusive of VAT at the current rates. Where quotations are sent the prices will be displayed without VAT but we shall show the VAT separately and include it in the total price. This will be the case unless otherwise stated.
  • The price of the items does not include any delivery charges. If any are applicable these will be charged at the rates applicable at the date you place the order and that are displayed at the time of the order. If by mistake we have undercharged for delivery, we reserve the right to cancel the order but will attempt to gain contact with the purchaser to capture the required shipping cost to dispatch the order.
  • Our prices are reviewed periodically and are liable to change at any time, all changes will not affect orders that have been dispatched prior to the change. Any orders that are pending may be liable for the price increase. 
  • Availability
  • If for any reason beyond our reasonable control, we are unable to supply any particular item, we will notify you as soon as possible. We will give you the opportunity to cancel the order or change to a suitable alternative. Please note that an additional charge may be taken if exchanging for a more expensive item. 
  • Order Acceptance
  • On placing an order with us you will receive an order confirmation, please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy products. 
  • Contracts between us are formed on dispatch of the goods. 
  • If we decline to supply goods and payment has already been taken, we shall credit you via the appropriate payment method with the price of the goods and services within 30 days of declining your order. Installation Services Group Limited are not obliged to offer you any additional compensation for disappointment or inconvenience suffered. 
  • If there is a problem with your order in terms of availability of the goods or our availability to deliver, we shall contact you as soon as reasonably practicable. 
  • The contract will relate only to the products that have been detailed in an order confirmation. We will not be obliged to supply any other products which have not been confirmed on the order confirmation. 
  • Our Liability
  • Some of our products will be supplied by a third party company. Please note that the legal contract is between you and ourselves and you are subject and bound to these terms. 
  • All deliveries are by third party carriers; Installation Services Group Limited will not be held liable for any damages caused in the normal delivery process to property or possessions. If any damage occurs, then the courier delivering the product should be contacted.
  • Delivery, Shortages and Acceptance
  • Please ensure that at least one telephone number is supplied and that it is valid and contactable at all times. This may be needed for delivery confirmation. Failure to provide a valid contact number may result in your order being delayed for which we accept no responsibility.
  • Delivery will be made to the address specified by you on the completed order form or at the time of placing the order. Once the goods have been delivered to you they will be held at your risk and we will not be liable for their loss or destruction.  
  • If you are not able to take delivery of the products, depending on the carrier used, your goods will either be stored at the depot nearest to your address until you are able to collect them or the carrier will attempt to re deliver the goods to your address.  
  • We shall use our best endeavours to secure delivery within our advised timescales but shall not be liable for loss or inconvenience by a delay in delivery. Please note that all delivery dates specified are an estimate however a specified time and date is available at an additional cost however Installation Services Group Limited will not be responsible for any failed deliveries out of their control. 
  • It is the policy that if you are not available at the address specified, the carrier will attempt to complete the delivery to one of your direct neighbours within one house.
  • If you order items with different delivery dates, we will hold all the items until the last item is available. You may however choose to have each item delivered separately and we reserve the right to charge you additional shipping costs. 
  • In the unlikely event of missing, incorrect or damaged items, this must be reported directly to customer services within 2 working days from the date of delivery. Following this point, Installation Services Group Limited reserves the right to reject any claims and any costs for replacements that may be incurred by the consumer. 
  • All deliveries will be sent with a despatch or delivery note and should be checked against the goods received. 
  • Claims will not be accepted for any goods where they have been used, modified, installed or assembled.   
  • All claims for damages will need to be supported with photographic images and the buyer must be available as additional information may be required.
  • Kitchen & Bathroom Deliveries - further terms in relation to kitchen and bathroom deliveries can be found below. These are inclusive of all other terms. 
  • All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. Please advise of any factors that may affect delivery including access and restrictions. 
          1. If a package shows signs of damage, customers should not refuse a delivery. Items are suitably over packaged to withstand transit damage and the product may be intact. We will however endeavour to replace damaged parts if this should be the case on inspection. 
  • A restocking fee may be charged for any failed deliveries of 15%.
  • There may be additional delivery charges for re deliveries. 
  • Pallet Deliveries - All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. Please advise of any factors that may affect delivery including access and restrictions
        1. Goods will have been deemed to be successfully delivered after 7 days of the estimated delivery date. If you do not receive goods ordered by you within 30 days of the date of which you ordered them or the confirmed delivery date, Installation Services Group Limited will accept no liability for the non-delivery; this includes the cost of the goods, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) and compensation.  
        2. We do not offer a collection service. Please contact customer service for more information. 
  • Installation
        1. We suggest that before scheduling any installation you check all the products that you have received are damage free and complete. Installation Services Group Limited cannot be held responsible for any loss or additional charges incurred for delay, damages or shortages on delivery. 
        2. All installers that are located on our websites or are aware of our company are in no way affiliated or employed by Installation Services Group Limited. It is the responsibility of the customer to ensure that they have the necessary insurance and liability. 
        3. It is the responsibility of the installer to check the corresponding manufacturers installation information and the manufacturers technical information to ensure that this is up to date and to ensure that the products can be fitted in a way that meet the buyers’ requirements.
        4. We specifically exclude any liability for products that are assembled or fitted that are not as per the manufacturer's specifications or instructions.
  • Cancellation
  • You have the right to cancel your order up to 30 days following delivery. There are some exclusions to this (this is included on order confirmation):
  • Bespoke products
  • Pre-drilled doors
  • Made to measure products
  • Samples
  • Made to order products
  • Where goods have been dispatched to you; please see the returns section of these terms
  • Cancelled goods will be refunded within 30 days of the cancellation including any additional charges.  
  • We reserve the right to refuse refund of any shipping charges if cancelled once dispatched. There may be a 15% restocking fee applied to all cancellations in this manner.
  • Returns
        1. You have the right to return your order within 30 days following delivery if the product is unused, un damaged and in its original packaging, please contact customer services to arrange this. There are some products that are non-returnable:
          1. Bespoke Products
          2. Pre-drilled doors
          3. Made to Measure 
          4. Samples
          5. Made to Order
          6. Used
          7. Assembled or built
          8. Lubricated, Oiled and Fuelled
          9. Modified
        2. In the unlikely event of damage or goods that have been received short, see paragraph 6 of these terms.
        3. All our products come with a 12 months’ warranty period (unless specified on the product listing), if a fault is discovered within this time you should contact us immediately to report this. We will endeavour to fix any faults over the telephone and where spare parts are required to rectify the fault these will be sent free of charge. It is within our rights to attempt one repair to fix any fault before any return is accepted. Please note there are some products that will require regular maintenance and will suffer general wear and tear, these products are exempt from returns under these circumstances as they are not a manufacturing defect. Please see below:
          1. Hinges
          2. Mechanisms
          3. Other moving parts
        4. All warranties and guarantees are non-transferrable and are only valid for the original purchaser. Installation Services Group Limited will not be responsible for any purchases from a reseller.  
        5. For faulty disputes it is the onus of the customer to prove that it is a manufacturing fault. Installation Services Group Limited will not be liable for any additional costs or compensation associated with this. 
        6. Returns should be sent to: Installation Services Group Limited, 6D Hawthorn Lane, Wilmslow, SK9 1AA. Please note that this address is not open all the time and therefore customers should track the delivery and make sure that we are available to accept the return. Installation Services Group Limited will not be held liable for returns that are unexpected or not received with a signature from an ISG member of staff. 
        7. All returns will be inspected and if they comply with our returns terms and conditions will be refunded with 3 working days of receipt. Any returns that are not within our terms will be refused a refund and you will be charged for return shipping. 
        8. For faulty and damaged returns you will be refunded all shipping costs, any other return reasons will be exempt from shipping refunds. 
        9. Installation Services Group Limited is not responsible for any return shipping costs. Any costs agreed to be refunded will be to a maximum of £10.00 in all circumstances. 
        10. It is the buyers’ responsibility to return goods including all the parts and the return postage costs. It is the responsibility of the customer to ensure that the products are returned new, unused, damage free and in a resellable condition in their original packaging. If items are damaged on return they will be refused a refund and you will be charged the return shipping. It is advisable to insure your returns due to this reason. 
        11. It may be possible to arrange a collection for an item however there will be a charge for this service. Please note that there is not a fixed cost for this and it should be discussed with Customer Service if available. 
        12. All returns must be received within 30 days, any returns outside of this timescale may be refused and returned to the customer.
        13. Kitchen and Bathroom returns may be subject to a 15% restocking fee. 
        14. Additional packaging for returns is not available. All products should be returned in such a way as to prevent any or further damage to the product. The onus for this is for the customer. 
  • Colour Matching Service
        1. We have a colour matching service available. This is only available on limited ranges. Please contact customer services for further information.  
        2. An additional charge of £50 plus VAT per 20 doors may be added for this service. 
        3. If you have a sample, or where possible a colour code or RAL colour number we will be able to match it. 
        4. There will be an up to 6 weeks lead time for the colour match service, this will consist of a 3 week’s sample creation for you to approve and followed by a 3-week manufacture. 
        5. Please note all orders hand painted and made to measure/order products will be requested in writing and are non-returnable and cannot be cancelled after the sample has been approved. 
  • Samples, Quotations, Drawings and Telephone Assistance
        1. Certain products may not be suitable for matching to existing products therefore when purchasing kitchen and bathroom products we recommend using our sample service to avoid disappointment and returns. 
        2. Installation Services Group Limited will refund all samples purchased to the value of £20 for subsequent orders of over £800. This process is not automated so please contact customer services to take advantage of this service, this must be done within 30 days or your order. 
        3. All quotations will only be valid if in writing on a Installation Services Group Limited or any of its subsidiary official quotation or proforma document. These will be valid for 30 days from the date created unless stated otherwise on the paperwork. After this date there may be a need to recalculate the price.
        4. All quotations are bound by these terms and conditions. 
        5. A quote or estimate is not a confirmation of purchase.
        6. Any samples, drawings, descriptive matter or advertising produced are an approximate idea of the goods described in them. They shall not form part of the contract or have any contractual force. 
  • Payment
  • Payment is accepted by all major credit or debit cards and PayPal. Please note we do not accept payment by American Express. 
  • PayPal payments may be subject to a 3.5% charge. 
  • Payment can be made by via, BACS, bank transfer and postal cheque and the goods will be shipped on clearance of the payment. 
  • All refunds will be made via the original payment method. 
  • Authority for payment will be assumed at the time of the order. 
  • Our liability to you in connection with any order will not exceed the total price charged for the goods. 
  • Intellectual Property
        1. The content of this website is protected by copyright, trademarks and other intellectual property rights. 
        2. All trademarks, service marks, trade names, logos, copyright, images and other intellectual property rights on our website and any other publication are either owned by us or licensed to us. All such rights are protected by intellectual property laws around the world and all rights are reserved. 
        3. All branding and intellectual property owned by a third party may be trademarks of their respective owner, who may or may not endorse or be affiliated with us. 
        4. You may retrieve and display content of this website on a computer screen, mobile device and store such content in electronic format on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, crop or distribute or use for commercial purposes, any of the material or content on  Installation Services Group Limited or its subsidiary’s websites without written permission from  Installation Services Group Limited.
        5. No Licence is granted to you in these terms and conditions to use any trademark of  Installation Services Group Limited.
        6.  Installation Services Group Limited owns all the intellectual property rights relating to kbbsupplyservices.co.uk and kbbsupplyservices.com, including designs, text, database, graphics and layouts, and you agree to not use or copy any part thereof without express permission. 
  •  Liability of kbbsupplyservices.co.uk & kbbsupplyservices.com
        1. This website is provided by Installation Services Group Limited without any warranties or guarantees. You must bear the risks associated with the internet. 
        2. In particular, we disclaim all liabilities in connection with the following:
          1. Incompatibility of these websites with any of your equipment, software or telecommunications links.
  • Technical problems including errors of the website 
  • Unsuitability, unreliability or inaccuracy of the websites
  • Inadequacy of the websites to meet your requirements
  • You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from us. The importation or exportation of certain goods to you may be prohibited by national laws. We make no representation and accept no liability in respect to the export or import of goods you purchase.
  • Nothing in these terms and conditions is intended to limit any rights that you might have as a consumer under the applicable law or other statutory rights.
        1. Nothing in these terms shall exclude our liability for personal injury or death shall exclude our liability for personal injury or death caused by our negligence or shall affect or exclude your statutory rights where it would be unlawful to do so.
      1. Third Party Websites
        1. Our websites include links to other websites and material which are beyond its control.  Installation Services Group Limited is not responsible for content on the internet or World Wide Web, or any other website outside of our websites.
  • General
        1. These terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only in English courts. 
        2. If any of these terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining terms which will continue to be valid and enforceable to the fullest extent permitted by law.
        3. We reserve the right to edit/remove reviews that contain inaccurate, abusive, slanderous, malicious and contain any language that may cause offence. 
  • Customer Service
  • Customer service is available Monday to Friday 09.00 – 17.00. 
  • Please call 01625 365167 or email trade@kbbsupplyservices.co.uk
  • Customer Services are available to assist in all aspects of your enquiries including pre and post-sale. We have a technical support team available along with a dedicated order and aftercare team. It may be necessary to arrange a call back from the team in the event that they are not available to take your call at that time. 

    Disclaimer Regarding "Trade Partner" Relationships

    1. Independent Trade Partners: KBB Supply Services (hereafter referred to as "KBB") operates as a supplier of products and materials to independent Trade Partners. We wish to clarify that KBB is entirely separate from the relationships, contracts, and work quality established between Trade Partners and their respective customers.
    2. No Control or Association: KBB does not exert control or influence over the terms, conditions, agreements, or performance of Trade Partners in their interactions with customers. The relationship between Trade Partners and their customers is entirely independent and autonomous.
    3. Quality of Work: KBB is not responsible for the quality, timeliness, or outcomes of services provided by Trade Partners to their customers. Any issues, disputes, or concerns related to the services rendered are the sole responsibility of the Trade Partner and the customer.

    Trade Partner Responsibilities:

    1. Trade Partners are expected to conduct their business operations ethically, professionally, and in compliance with all relevant laws and regulations. This includes adhering to industry standards and best practices in their service delivery.
    2. Trade Partners are responsible for managing customer expectations, providing accurate information, fulfilling contractual agreements, and addressing any issues or concerns raised by their customers.
    3. Any warranties or guarantees offered by Trade Partners to their customers are the sole responsibility of the Trade Partner and should be clearly communicated and honored.

    Customer Dispute Resolution:

    1. In the event of disputes or disagreements between Trade Partners and their customers, it is the responsibility of both parties to engage in good faith efforts to resolve such matters through negotiation, mediation, or other dispute resolution mechanisms.
    2. KBB is not involved in, and shall not be held liable for, any disputes between Trade Partners and their customers. KBB does not act as a mediator or arbitrator in these matters.

    Limitation of Liability:

    1. KBB shall not be held liable for any damages, losses, claims, or disputes arising from the interactions between Trade Partners and their customers. KBB's liability is limited to the supply of products and materials in accordance with separate agreements.

    Changes to Terms and Conditions:

    1. KBB reserves the right to amend these terms and conditions at any time without prior notice. It is the responsibility of Trade Partners to regularly review these terms and ensure compliance.

    By engaging in a partnership with KBB, Trade Partners acknowledge and accept the above terms and conditions, specifically the independent nature of their relationships with their customers. Trade Partners are encouraged to maintain transparency, professionalism, and accountability in all their business dealings.

    If you have any questions or concerns regarding these terms and conditions, please contact KBB Supply Services for clarification.