Terms Of Service.
Last updated: May 2026
These terms set out how we work, what you can expect from us, and what we ask of you in return. They apply to anyone using this website, requesting a quote, or commissioning Tewkesbury House Ltd to design and build for them.
If anything here is unclear, or you'd like something explained before you sign, email Robert: robert@tewkesburyhouse.com
1. Who we are
Tewkesbury House Ltd is a limited company registered in England.
Registered address: Chelwood Gate Road, Nutley, East Sussex, TN22 3HE
VAT registration: GB 800 9044 65
Email: robert@tewkesburyhouse.com
Phone: +44 1892 852691
We design and build bespoke kitchens, bathrooms, fitted furniture and whole-house renovations across the Home Counties. Where these terms refer to "we," "us" or "Tewkesbury House," we mean Tewkesbury House Ltd.
2. About this document
This document does two things:
It governs your use of tewkesburyhouse.com (Sections 3–5).
It sets out the framework for working with us on a project (Sections 6 onwards). When you commission a project, this framework is incorporated into your individual project agreement, alongside the specific quotation, drawings and schedule we prepare for your home.
Nothing in these terms is intended to override your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
3. Using this website
The website, its content, photographs, designs and copy are the property of Tewkesbury House Ltd. You're welcome to view, save and share pages for personal, non-commercial use. You may not reproduce, republish or use our content commercially without written permission.
We try to keep the information on the site accurate and up to date, but we make no guarantees that it is complete or error-free. Pricing examples on the site are illustrative — your project price will be set by your individual quotation.
4. Links to other sites
Our website may link to third-party sites — suppliers, partners, sources of inspiration. We're not responsible for the content of those sites or the way they handle your information.
5. Liability for website use
To the extent permitted by law, we accept no liability for any loss arising from your use of the website itself. This does not affect your rights when you commission us for a project, which are covered in the rest of this document.
6. Working with us — overview
A typical project moves through five stages:
Conversation — an initial chat about what you'd like to do
Survey — a visit to your home, usually 1–1.5 hours
Quotation — a budget proposal, issued 2–3 weeks after the survey
Design — detailed drawings and specification, 3–4 weeks
Build — manufacturing (12–16 weeks) and installation (3–4 weeks)
Each stage builds on the last. You can decide at each stage whether to continue.
7. Initial conversation, survey and quotation
The initial conversation and home survey are provided free of charge.
After the survey, we will issue a quotation. This is a budgetary proposal based on the floor plan and our understanding of your brief. It is not a fixed price for the final design — that comes once the design is agreed in detail.
Quotations remain valid for 30 days from issue.
8. Design fee, revisions and amendments
To begin detailed design work, we ask for a design fee of £350. This fee is deducted from the cost of your build if you commission us. If you decide not to proceed, the design fee is retained in full.
The fee covers the initial design plus up to two further rounds of amendments.
We distinguish between minor adjustments and design rounds:
Minor adjustments are free and not counted as a round. These include changes to door style, finish, handle choice, worktop edge profile, or swapping the function of a single unit (for example, a pan drawer for a cupboard door).
A design round is anything that requires us to redraw the layout, reposition cabinet runs, reroute services, or substantially change the specification. Adding or removing units, changing appliance specifications that affect surrounding cabinetry, or moving the configuration all count as rounds.
Additional rounds beyond the two included are charged at £350 per round, payable before the work begins.
9. Intellectual property in our designs
All drawings, renderings, plans, specifications and visual materials we produce remain the intellectual property of Tewkesbury House Ltd at every stage.
Your design fee grants you a licence to review the designs during our process. Drawings are typically issued to you in watermarked form during the design phase.
If you commission the build, you receive a perpetual licence to use the designs for the property in question only.
If you decide not to proceed, no rights pass to you. The designs may not be used, reproduced, modified, or shared with any other supplier, designer, contractor or third party.
10. Commissioning your project
Your project is commissioned when:
You sign the project agreement (or confirm in writing)
You pay the first stage payment in line with Section 11
At that point your design fee is credited against the build cost, and we begin the manufacturing process.
You will be asked to nominate up to two named approvers — the people authorised to approve variations on your side. Where a project is for a couple, both partners typically sign off.
11. Payment schedule
Our payment schedule is structured around milestones, not fixed dates, so that any delays do not disadvantage either party. Each stage is invoiced when the milestone is reached, and payment is due within 7 days of invoice.
Stage 1 — Furniture (typically 50–66% of project value). Due on confirmation of your project — the point at which you sign off the final design and commission the build. This payment secures your slot in our schedule and funds the ordering of long-lead components.
For protection on both sides, bespoke manufacture is not released until the 14-day cancellation period in Section 12 has ended. The two weeks between confirmation and manufacture release are used to lock the final specification, order long-lead materials and stock items, and finalise the delivery and installation schedule.
If you wish to hold a confirmed project for more than six months before manufacture begins, this payment becomes due in line with our work plan.
Stage 2 — Appliances, sinks, taps and accessories. Often combined with Stage 1, but offered as a separate payment where helpful, since furniture has the longest lead time.
Stage 3 — Worktops. Due at the start of installation.
Stage 4 — Balance. Due on completion sign-off (Section 16).
Late payment. If a stage payment is more than 7 days overdue, we reserve the right to pause work until the payment is received. Interest on overdue balances is charged at 1.5% per month. Where work is paused due to non-payment, any consequent delay is treated as a client-caused delay (Section 18).
12. Cancellation period (the 14-day right to cancel)
When you sign off the final design and pay your Stage 1 invoice, the build contract is formed. Because our project agreements are typically concluded either at your home or remotely (by email or phone) rather than at our premises, you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The 14-day clock starts the day after the build contract is formed.
This section explains how that right works alongside the bespoke nature of our work.
The £350 design fee is not affected by this period. It pays for design work already completed before the build contract is formed and is non-refundable, as set out in Section 8.
Bespoke manufacture is released only after the 14-day period ends. This is deliberate. It means that during the cancellation window, no cabinetry, fitted furniture or made-to-measure worktops have entered production. If you cancel within these 14 days, your Stage 1 payment is refunded in full, less:
Any stock items already ordered (refundable subject to a 20% restocking charge — see Section 13)
Any work or materials we have provided at your express written request, as set out below
If you ask us to begin bespoke work earlier — express request to start within the 14-day period. Sometimes timelines require us to begin manufacture or place specific orders inside the 14 days. If so, we will ask you to sign an express request as part of your project agreement. If you then cancel within the 14 days:
You will be charged proportionately for any work and materials already provided
Bespoke items already in production at the point of cancellation are exempt from the right to cancel under Regulation 28 of the 2013 Regulations, as they are made to your specification. They remain payable in full
In short: bespoke work that has started cannot be cancelled. Bespoke work that has not started can be. Our default sequencing — releasing manufacture only after the 14 days — is designed to keep this clean for both sides.
After the 14-day period. Once the cancellation window has expired, the standard cancellation terms in Section 19 apply.
How to cancel. A cancellation form and full information about your statutory rights are issued with every project agreement. To cancel within the 14-day period, complete the form and email it to robert@tewkesburyhouse.com, or send a clear written statement of cancellation to the address in Section 1. Email cancellation is effective from the time it is sent.
13. Variations during the build
Once the design is agreed and the build is underway, every change is priced in writing before any work happens. No variation is made without your written approval.
Variations to bespoke items (cabinetry, fitted furniture, made-to-measure worktops). Once these items are in production, they cannot be altered without an additional charge. You retain ownership of the original item and pay separately for the replacement.
Variations to stock items (appliances, sinks, taps, accessories). These can be returned for a 20% restocking charge, provided they are unused and in their original packaging. Used or damaged items are non-refundable.
Approvals. Variations must be approved by one of the named approvers on the project agreement.
Lead-time limit. We cannot accept new variations within 14 days of installation start, except in exceptional circumstances at our discretion.
14. Manufactured goods — appliances, sinks, taps and fittings
Items we supply that are made by third-party manufacturers — appliances, sinks, taps, hardware, light fittings and similar — are covered by their respective manufacturer warranties, which are passed through to you.
Our responsibility for these items is split into two windows:
During installation and the snagging period. If a manufactured item is faulty on arrival, damaged during installation, or fails within the snagging window set out in Section 17, we will resolve the issue directly. This may involve repair, replacement, or arranging a manufacturer service visit on your behalf. There is no cost to you for this.
After the snagging period. Beyond the snagging window, manufacturer warranties apply directly between you and the manufacturer. If an appliance or fitting develops a fault, you should contact the manufacturer's service line. We will provide warranty documentation, model and serial numbers, and proof of purchase on request, but the warranty claim itself is between you and the manufacturer.
This split reflects the practical reality of how manufacturer warranties work — they are written to be administered directly by the maker — and ensures any issue during the period we are most accountable for is dealt with by us. Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.
15. Site conditions and unforeseen issues
You are responsible for clearing the working area before installation begins. We will let you know in good time what's needed.
If, once work begins, we discover unforeseen issues — rotten joists, unsafe wiring, asbestos, structural concerns — we will stop, document the issue, and quote separately for the additional work. No remedial work is carried out without your written approval. Where the issue affects the project timeline, the schedule is adjusted accordingly.
16. Project completion and sign-off
When the work is complete, we will arrange a Final Walk-Through with you. We walk through the work together, room by room, and any outstanding items are recorded on a written Snagging List.
At the walk-through, you sign one of two things:
Project complete — the work is finished to your satisfaction. This triggers the final payment and the start of your warranty period.
Project complete subject to snagging — the work is finished, with the listed items to be resolved. We agree target dates for each item.
Once the snagging list is resolved, you sign it off. That signature is the formal trigger for your warranty period and project completion.
This is the practical form of our promise: the job is done when you say it is. We will keep going until you can sign off the work — within the framework of these terms.
17. Warranties and aftercare
Our warranties divide cleanly into two categories: items we make and items we supply.
Items we make
Furniture and cabinetry. A 2-year warranty from sign-off, covering defects in our workmanship.
Worktops.
10 years on the worktop material itself
1 year on joints (joints are subject to natural movement in the home and may need re-sealing over time)
If something we have made fails within these periods due to a defect in our workmanship, we will repair or replace it at no cost to you.
Items we supply
Appliances, sinks, taps, hardware and other manufactured goods are covered by their manufacturer's warranty, passed through to you. The split of responsibility between us and the manufacturer is set out in Section 14.
Snagging window
For 3 months from sign-off, any issues identified — whether on items we have made or items we have supplied — are resolved at no cost to you, regardless of cause. This is your snagging period. After this window:
Items we have made are covered by our warranties above
Manufactured goods are covered by the manufacturer's warranty and you deal directly with the manufacturer (Section 14)
After your warranty expires
If a furniture or cabinetry issue develops in later years, beyond the warranty period, we are happy to take a look on a cost-only basis where possible. We stand behind the work we have made, and we want it to last.
Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.
18. Delays
Client-caused delays. If the agreed installation start date is delayed by more than 14 days due to circumstances within your control — decisions outstanding, site not ready, payment outstanding, access not provided — we reserve the right to reschedule your installation to the next available slot in our schedule. Goods already manufactured may be subject to storage charges of £75 per week from the third week of delay. Any decisions or specifications outstanding at the agreed cut-off date will be deemed approved as last drawn.
Our delays. If we delay your project for reasons within our control, we will tell you, explain why, and propose a revised schedule. Where the delay causes you genuine, demonstrable cost, we will discuss a fair adjustment.
Force majeure. Neither party is liable for delay or failure to perform caused by events beyond reasonable control, including acts of God, severe weather, fire, flood, war, terrorism, civil unrest, government action, lockdowns or public health restrictions, industrial action affecting suppliers or transport, supply chain disruption, and serious illness or incapacity of key personnel. In such circumstances the timeline is extended by a reasonable period. If a delay continues beyond six months, either party may terminate the contract, and a fair settlement is reached for work completed.
19. Cancellation
Before commissioning (during the design phase). You may stop the design process at any time. The design fee is non-refundable. No further charges apply.
After commissioning. Once the project is confirmed and manufacture has begun:
Bespoke furniture and made-to-measure worktops are non-refundable once in production.
Stock items (appliances, sinks, taps, accessories) may be returned for a 20% restocking charge, provided they are unused and in original packaging.
Used or installed items are non-refundable.
Any work already carried out is invoiced at fair value.
We will always work with you to reach a sensible settlement.
20. When we may walk away
It has never happened before that we’ve had to step away from a project. If we do, it is for serious reasons only — most commonly, behaviour towards us or our team that makes the relationship unworkable, or repeated breach of these terms.
In those circumstances, we will:
Tell you clearly why
Complete any work safely up to a natural stopping point
Invoice for work and materials to date
Issue a fair settlement
21. Photography and marketing
When a project is complete, we may ask your permission to photograph the work — either ourselves or with a professional photographer — and to use those images on our website, in our brochure, on social media, and in our portfolio. We may also produce digital renderings using design software.
Permission is asked, not assumed. You are free to decline.
If you grant permission, you may:
Request that specific rooms or images are not used (for example, children's bedrooms)
Ask us to not identify your address or any personal details
Where permission is granted, we retain the right to use the imagery in our marketing on a perpetual, royalty-free basis for the property in question.
22. Disputes
If something goes wrong, the first step is a direct conversation with Rob. Our intent is always to make things right.
If we cannot reach a resolution between us, we are open to mediation through a mutually agreed mediator before any formal action is taken.
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any matter not resolved by the steps above.
23. Liability
Our total liability under any project agreement, whether in contract, tort (including negligence) or otherwise, is limited to the total contract value paid by you for that project.
This cap does not apply to:
Liability for death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Defective products under the Consumer Protection Act 1987
Any other liability that cannot be limited or excluded by law
We carry public liability insurance to the value of £5 million. Evidence of cover is available on request.
24. Privacy
How we handle your personal information is set out in our Privacy Policy. The Privacy Policy forms part of these terms.
25. General
Entire agreement. These terms, together with your project agreement, quotation and any signed variations, form the entire agreement between us.
Severability. If any part of these terms is found to be unenforceable, the rest remains in force.
No waiver. If we choose not to enforce a right under these terms on one occasion, that does not prevent us from enforcing it on another.
Changes to these terms. We may update these terms from time to time. The version that applies to your project is the one in force on the date your project agreement is signed.
26. Contact
For anything relating to these terms, your project, or how we work:
Robert Tewkesbury - robert@tewkesburyhouse.com +44 1892 852691
Tewkesbury House Ltd Chelwood Gate Road, Nutley East Sussex, TN22 3HE