Terms of service

Terms of Service

1. About us

These terms apply to all purchases made from Cheeky Charlie Oven Company Ltd. Our registered office is 2 Frederick Street, London WC1X 0ND, United Kingdom. We are registered in England and Wales. References to we, us or our are to Cheeky Charlie Oven Company Ltd. References to you or your are to the customer placing an order with us.

2. How to contact us

You can contact our customer team by email at info@charlieoven.com. We will contact you by email or telephone using the details you provide with your order.

3. Eligibility and use of the site

By placing an order you confirm that you are at least 18 years old, legally capable of entering into a contract, and purchasing for your own use or for use within your organisation. You agree not to misuse our website and to provide accurate and complete information.

4. How the contract is formed

Your order is an offer to buy products. We accept your order when we send an order confirmation email. If we are unable to accept your order we will inform you and will not charge you. Reasons may include stock limits, unexpected limits on resources, errors in price or description, or an issue with your payment.

5. Products and custom orders

Images of products on our website are for guidance only. Colours and finishes may vary slightly. Some products are made to order or customised. For custom colour finishes or branded items, please review the specifications carefully before confirming your order.

6. Pricing and payment

Prices are shown on the product page and at checkout. We take payment when you place your order unless agreed otherwise in writing. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT you pay unless you have already paid in full. If we discover a pricing error we may cancel the order and refund any sums paid.

7. Delivery, risk and title

Delivery dates are estimates. We will contact you to arrange delivery and provide instructions for access and placement. Risk in the products passes to you on delivery. Title passes once we receive payment in full. You are responsible for providing safe access for delivery and for ensuring that any required permissions or restrictions at the delivery address are managed.

8. Change of mind returns

We accept returns of unused products within 14 days of delivery. Items must be unused, uninstalled, undamaged and in their original packaging. Bespoke, customised or made to order products, including special colour finishes or branding, cannot be returned unless confirmed faulty. You must contact us by email for return authorisation before sending any item back. Once authorised, goods must be returned at your cost and risk. Refunds are issued after we receive and inspect the goods. This section is a summary. For full details see our Returns Policy page.

9. Faulty or damaged goods and your legal rights

Your legal rights under the Consumer Rights Act 2015 apply. Goods must be of satisfactory quality, fit for purpose and as described. If a fault is reported within the first 30 days of delivery you may be entitled to a refund or replacement. After 30 days and within a reasonable time we are entitled to repair or replace first. A refund is only considered if the product cannot be repaired or replaced within a reasonable time or without significant inconvenience.

10. Inspection and engineer access

Before any refund or replacement is agreed you must allow us a reasonable opportunity to inspect the product. For large or installed products you must allow access for an engineer to assess the product in situ. If after inspection no manufacturing fault is found we may charge reasonable costs for call out, collection or redelivery.

11. Repairs and replacements

If a manufacturing fault is confirmed we will at our discretion repair the product or component, replace the faulty part, or collect and replace the full product. Replacement of a product counts as a remedy under the Consumer Rights Act 2015. If a repair or replacement resolves the issue a refund will not be issued.

12. Final right to reject

A final right to reject a product and request a refund arises only where after one repair or one replacement a fault still remains and we have been given reasonable time and access to verify and resolve the fault. A refund cannot be considered if inspection is refused, if the product conforms to specification, or if the reported issue can be resolved by repair or adjustment. If a refund is issued under this right we may make a lawful deduction for use where permitted.

13. Products that cannot be returned

We do not accept returns of products that have been used, installed or assembled unless they are being returned due to a confirmed manufacturing fault. We do not accept returns of bespoke, customised or made to order items such as custom colour finishes or branded units unless confirmed faulty.

14. Warranty

All Charlie products are covered by a 12 month warranty against manufacturing defects. The warranty does not cover normal wear and tear, weathering, surface rust, misuse, incorrect installation, lack of maintenance, third party damage, or unauthorised repairs. Warranty claims follow the same inspection and remedy process set out in these terms. Full details are set out on our Warranty page.

15. Delivery issues and storage

If you are not available at the agreed delivery time or safe access is not provided we may charge for redelivery or storage. If after reasonable attempts we are unable to deliver we may cancel your order and refund any sums paid less our reasonable costs.

16. Limitation of liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot be limited by law. We are not liable for any loss that is not foreseeable. We are not liable for business losses including loss of profit, loss of business, business interruption or loss of business opportunity.

17. Events outside our control

We are not responsible for delays or failure to perform if caused by an event outside our control. If such an event occurs we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

18. User content and reviews

If you submit reviews, photos or other content you grant us a non exclusive, royalty free licence to use, reproduce and display that content on our website and marketing channels. You confirm you have the right to grant this licence and that your content is lawful and not misleading.

19. Privacy

Your personal data will be handled in accordance with our Privacy Policy. Please read it to understand how we collect and use your information.

20. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are those in force at the time you placed your order. The latest version will always be available on this page.

21. Governing law and jurisdiction

These terms are governed by the laws of England and Wales and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Contact details

Cheeky Charlie Oven Company Ltd, 2 Frederick Street, London WC1X 0ND, United Kingdom. Email info@charlieoven.com.