Our booking terms and conditions. 

We've put together this list of requests based on customer expectations and employee needs.   We aim to make sure the booking goes as smoothly as possible and we hope that the list below helps us to do this.


Do you have a call-out charge?

Travelling to and from bookings can take a fair amount of time for our technicians.   We charge a minimum of £35 per booking for any combination of our services.   If we attend and are told that the actual list of items to build equates to less than the £35 for any reason, we will charge the full £35 as agreed on the booking.  This just makes it fair to us as a business and to the technician who attends.


How do I pay?

We prefer all payments to be made my credit or debit card using the link found on your booking confirmation.  If you haven't received a link, please contact us to get one by SMS.  Full balance is payable on completion of the work.  All payments will be receipted electronically by us.

If for any reason, payment is not made by midnight on the night of the booking, a £10 charge may be added to the balance.  This is discretionary.



With effect from 1st January 2020, we will be securing every booking with a £35 deposit (our minimum call out charge).

This is only payable once both parties have agreed the date and time of the booking and, your booking is confirmed once the £35 deposit has been paid securely by card using the link on your booking confirmation.  The deposit amount will be deducted from your final balance.


What if I need to cancel my appointment?

We try to be as fair as possible.  If you need to cancel your entire booking with more than 24 hours before the booking date and time, there will not be a charge.  If less than 24 hours notice is given, we have the discretion to retain the deposit amount of £35.

Rescheduling my booking.   If you wish to simply reschedule the appointment for another date, this will need to be re-booked as soon as possible and usually rescheduled with two days (except for exceptional circumstances) with the booking being completed within 28 days of the original booking date.  The deposit will be retained by us and deducted from the final balance.  If the booking is not completed within 28 days of the original booking, the deposit amount shall be forfeited by the client.

If you cancel your appointment with less than 24 hours and after seven days, you have not rescheduled your booking, it will be deemed that you do not wish to reschedule and the deposit will be forfeited by the client.


Our time is equally as valuable as yours.  As a business, we need to know as soon as possible if you need to cancel so that we can give your booking to somebody else.  That way, we don't need to charge a cancellation fee.


If, in the unlikely event that Kent Flat Pack Ltd need to reschedule your booking, we will give you the option of a full refund of your deposit or, offer you an alternative date and time immediately to give you the option.  We will be as flexible as possible with the alternative arrangement.

Paying in full, in advance.

You are welcome to pay the full balance in advance.  Please contact us if you’d like to do so.


Can you take away the boxes after?

We can’t dispose of the cardboard but we’ll always tape it up and move it to the front garden for you.


What details do you need from me?

Full address and contact details are required at time of booking.  These details will only be used by Kent Flat Pack and not for any other purpose.


IMPORTANT: What do I need to do beforehand?

To enable the booking to go as smoothly as planned, please ensure:

The furniture is left in the room(s) where they are to be built.

Smoking: All of our staff are non-smokers.   While it is your home we're working in, our staff do reserve the right to decline to work in a room where the occupant is smoking or, has been smoking heavily.  This is for their own safety as well as the benefit of other customers that day.

That there is sufficient floor space in each room for the furniture to be built (or even better, completely empty).

If there are children or animals present, that they are kept away from the work area. This is for safety purposes due to many small parts being present.

Our technicians work methodically and as efficiently as possible.  We need the room we're working in to be as clean and clear as possible.

We are kept informed of any additions or amendments to the furniture as soon as possible. Please tell us as soon as possible if there are any changes to the furniture.

We may need to add an additional charge where: it takes us more than five minutes to move the boxes or to move existing furniture or where there is not enough space in the room to build the furniture.   Simply moving toy boxes, laundry or any large and bulky items out of the way can help us greatly to keep on track.

From time to time, we may take before (boxed) and after (assembled) photos of furniture. These are to add to our portfolio of work and will never be contain identifiable content. Should you not wish for us to take photos, please let us know.


Can you move the boxes into the room for me?

We understand that most couriers will only deliver to the front of the property.

Please let us know in advance if you need us to move the boxes to the rooms they’re to be built.  If moving the boxes or existing furniture will take more than five minutes, we will need to charge a nominal fee of £15 for this additional service.  We allow a set amount of time to build you furniture and moving the items can sometimes take up to an extra hour of our time to complete.

Will the furniture fit?
Please double check when ordering your items, that they fit the space. If the bed will fit into the space (allow for skirting board thickness), if the wardrobe can be built face down and will have clearance to tilt into position, for outdoor items that the concertée base is big enough etc etc.
Wardrobes: We can sometimes assemble wardrobes in situ standing up which does require two people to assemble.

If we are unable to complete the build because you’ve failed to check that the item fits or, where we need to re-attend or have a second person attend, there will be a flat fee for this if £35.


What if there are missing or broken parts?

We do carry a variety of spare fixings on board and we will always supply these free of charge to you.  We inspect the package for all components prior to starting a new piece of furniture. Should we not have a part that we can provide, we will not be able to assemble that piece of furniture and you’ll need to contact the supplier for the missing part. If we really cannot assemble that piece of furniture at that time, we may need to charge a re-attendance fee when you've received the new parts.  For some furniture companies, they will reimburse you for our re-attendance fee,   We can discuss this should the unfortunate happen.

If a part is damaged, we will advise you as soon as possible.  If you would still like us to assemble the item, this can be done and by allowing us to complete the assembly, you're accepting that our workmanship guarantee is not valid for this assembly.    If you're able to order a replacement part from your supplier to be fitted after the booking, we can re-attend at the advertised re-attendance rate.  In many cases, this fee can be reimbursed to you by the supplier however we would need payment of that fee in advance of the re-attendance.


Our guarantee.

We treat every job as an advert for the next and will deal with every issue in the best way possible.   If there's ever a problem with the work we have done, please don't be afraid to tell us in person on the day.  If you don't notice it until after we've left, please get in touch as we will re-attend and fix the issue.   If however, the defect is in the manufacturing, we will advise on this prior to building the item.

We want you to have a happy experience with us and we want to leave you with happy furniture.




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