Terms of service

Plain English Summary

This section is a helpful overview of the key points. It does not replace the full Terms & Conditions below. If there is any conflict between this summary and the full Terms, the full Terms apply.

• Who these Terms apply to: We sell to both businesses and consumers. Some clauses apply differently depending on how you are purchasing.
• Orders: A contract is formed when we confirm your order or dispatch your goods.
• Prices: If an obvious pricing error occurs, we will contact you and give you the option to proceed at the correct price or receive a full refund.
• Delivery: The delivery service depends on the product and delivery location. This may include Next Working Day kerbside delivery, Selected Day Unpack & Position, or Selected Day Room of Choice. Selected Day services are available to mainland UK postcodes only.
• Returns: Our Refunds, Returns & Warranty Policy explains voluntary returns, statutory cancellation rights and refund processing.
• Warranty: Consumer purchases are covered by KOVE’s voluntary manufacturer’s warranty in addition to statutory rights. Business purchases are generally covered by a parts warranty unless otherwise agreed.
• Installation: Delivery does not include assembly or installation. Some products must be installed by qualified professionals. Incorrect installation, unsuitable site conditions or use outside the product’s intended specification can affect warranty coverage.
• Liability: We do not limit liability where the law does not allow it. For business customers, liability is capped.

By placing an order with KOVE and checking the box at checkout confirming that you have read these Terms & Conditions, you agree to be bound by them.

KOVE supplies goods to both business customers and consumers. Some of our products are designed for domestic wellness use, while others may be suitable for commercial or shared-use environments where expressly stated. These Terms & Conditions apply to all purchases, but some clauses apply differently depending on whether you are purchasing as a Consumer or as a Business Customer. If you are purchasing as a Consumer, your statutory rights under UK consumer law apply where they differ from or override these Terms.

1. Interpretation

1.1 Definitions

• Business Customer: a Customer purchasing wholly or mainly for use in a business, trade or profession.
• Consumer: an individual purchasing wholly or mainly outside their trade, business or profession.
• Business Day: a day other than Saturday, Sunday or public holiday when banks in London are open.
• Conditions: these Terms & Conditions.
• Contract: the contract between Kove Limited and the Customer for the sale of Goods in accordance with these Conditions.
• Customer: the person or business who purchases Goods from us.
• Goods: the goods, or any part of them, set out in the Order.
• Order: the Customer’s order placed via our website, email, phone or in writing.
• Specification: any agreed specification, drawings or configuration.
• We / Us / Our: Kove Limited, company number 16792426, trading as Kove Designs.

2. Basis of Contract

2.1 These Conditions apply to all Orders. Any other terms the Customer seeks to impose are excluded unless agreed in writing.

2.2 The Order constitutes an offer. Acceptance occurs when we issue an order confirmation or dispatch the Goods, whichever occurs first.

2.3 Product descriptions, images, specifications and marketing materials are provided for guidance only and do not form part of the Contract.

3. Goods

3.1 Goods are described on our website or in written documentation.

3.2 Dimensions, weights, capacities, finishes, colours and materials are approximate. Natural materials, including wood, may vary in grain, tone and appearance. Minor variations do not constitute a defect.

3.3 We reserve the right to withdraw products, discontinue ranges, or alter specifications where required by law, supply availability, or product improvement, provided performance is not materially affected.

3.4 Where Goods are unavailable, we may, with the Customer’s agreement, supply equivalent or superior items.

4. Delivery

4.1 Delivery Address & Available Services

Delivery is made to the address provided in the Order. The delivery service applicable to an Order depends on the Goods purchased, the delivery postcode and the service stated on the relevant product page, at checkout or in the Order confirmation.

Our principal UK delivery services include:

• Next Working Day – Kerbside Delivery: Goods are delivered to the nearest safe external access point, such as a driveway, loading bay or kerb. The driver does not carry Goods indoors, unpack them, position them or install them.
• Selected Day – Unpack & Position (No Assembly): Available for specified products, including selected outdoor saunas and ice baths. The delivery team will unpack the Goods and move them to the Customer’s chosen position, subject to safe and suitable access. This service does not include assembly, installation, electrical work or other trade work.
• Selected Day – Room of Choice: Available for specified products, including selected infrared saunas and hyperbaric chambers. The packaged Goods will be carried to the Customer’s chosen room, subject to safe and suitable access. This service does not include unpacking, packaging removal, assembly or installation.

The service applicable to your particular Goods will be stated on the product page, at checkout, in your Order confirmation or otherwise communicated to you before delivery.

4.2 Selected Day Delivery

Selected Day delivery services are available to mainland UK postcodes only.

Where Selected Day delivery applies, our delivery partner will normally contact the Customer directly to arrange a suitable delivery date. Delivery will normally be arranged within approximately 3–5 days of the Order, subject to availability.

Selected Day deliveries may be arranged 7 days a week, including weekends, subject to availability.

Any delivery date or estimated timeframe communicated by us or our delivery partner is an estimate and is not guaranteed. Time is not of the essence in relation to delivery.

4.3 Next Working Day & Kerbside Delivery

Where Next Working Day delivery applies, Orders must normally be paid for by 3:00pm on a Business Day to qualify. Orders placed or paid for after the applicable cut-off time will normally be processed on the next Business Day.

Next Working Day delivery is an estimated delivery service and is not guaranteed. Time is not of the essence.

Standard kerbside deliveries normally take place Monday to Friday. Saturday kerbside delivery may be available for an additional charge, subject to postcode and carrier availability.

4.4 Non-Mainland UK Delivery

We deliver to non-mainland UK addresses where carrier services are available. An additional delivery surcharge may apply.

Non-mainland UK deliveries are provided on a kerbside-only basis unless we expressly agree otherwise in writing. Selected Day delivery services are not available to non-mainland UK postcodes.

4.5 International Delivery

International delivery may be available for certain Goods and destinations. International delivery charges, available services and estimated lead times are quoted individually and must be agreed before dispatch.

The Customer may also be responsible for import duties, taxes, customs charges, brokerage fees or other charges imposed in the destination country unless we expressly confirm in writing that these are included in the price.

4.6 Access & Customer Responsibilities

The Customer is responsible for ensuring that the delivery address and requested delivery position have safe, suitable and sufficient access for the Goods and the applicable delivery service.

Where Unpack & Position or Room of Choice delivery applies, the Customer must ensure that all relevant driveways, gates, paths, entrances, doorways, corridors, stairs, lifts, corners and other access routes are suitable for the dimensions and weight of the Goods or their relevant components.

The Customer is also responsible for ensuring that the intended delivery area is clear, safe and ready to receive the Goods.

Delivery personnel are not required to attempt any movement or positioning that they reasonably consider unsafe, likely to cause injury, likely to damage the Goods or property, or impractical due to inadequate access.

If the requested delivery service cannot reasonably be completed because of inadequate or unsafe access, the delivery team may leave the Goods at the nearest safe and accessible location. This will not constitute a failure to provide the delivery service.

4.7 Failed Delivery

If the Customer fails to accept delivery on an agreed or allocated delivery date, provides incorrect delivery information, or fails to provide suitable access, we may charge reasonable storage, redelivery or other costs incurred as a result.

4.8 Inspection & Transit Damage

The Customer should inspect the Goods and packaging on delivery where reasonably practicable and report visible damage or shortages as soon as reasonably possible, preferably within 24 hours.

Customers should retain relevant packaging and provide photographs where reasonably requested to assist us in investigating transit damage.

Prompt reporting assists us in making claims against our delivery partners. Failure to report within 24 hours does not remove or restrict any statutory rights available to a Consumer.

5. Price and Payment

5.1 Prices are as stated at checkout or in written quotations and exclude VAT unless stated otherwise.

5.2 While we take reasonable care to ensure prices are accurate, pricing errors may occasionally occur.

5.3 If we discover an obvious pricing error, we will contact you as soon as reasonably possible. Where the correct price is higher, you may proceed at the correct price or cancel for a full refund.

5.4 If the error is obvious and could reasonably have been recognised as a mistake, we reserve the right to cancel the Order and issue a full refund, even if acknowledged but not dispatched.

5.5 Once an Order has been accepted, prices will not change unless agreed in writing.

6. Title and Risk

6.1 For Consumers, risk in the Goods passes to the Customer when the Goods come into the physical possession of the Customer or a person identified by the Customer to take possession of them, subject to applicable consumer law.

6.2 For Business Customers, risk in the Goods passes on completion of delivery in accordance with the delivery service applicable to the Order.

6.3 Title to the Goods passes only once payment in full has been received.

7. Warranty, Product Care & Installation

7.1 Warranty coverage, product-specific warranty terms, maintenance requirements and exclusions are detailed in our KOVE Warranty & Product Care Guide. That guide forms part of these Conditions.

7.2 For Consumer purchases, KOVE provides a voluntary manufacturer’s warranty in addition to your statutory rights. Nothing in these Conditions or in our Warranty & Product Care Guide excludes, restricts or limits any statutory rights you may have under applicable consumer protection legislation, including the Consumer Rights Act 2015.

7.3 For Business Customers, unless otherwise agreed in writing, products are supplied with the business warranty stated in our Warranty & Product Care Guide. This is generally a parts warranty and does not include labour, installation, call-out charges, downtime, loss of business, loss of profits or indirect or consequential losses.

7.4 Delivery does not include assembly or installation unless expressly agreed in writing. Unpack & Position and Room of Choice are delivery services and should not be interpreted as installation services.

7.5 Many KOVE products are supplied as panel-based, modular or component-based products suitable for installation by competent persons. Certain products, including fixed-wired electrical products, must be installed by suitably qualified professionals in accordance with applicable laws, regulations and the supplied instructions.

7.6 The Customer is responsible for ensuring that the installation location is suitable for the Goods. This may include ensuring suitable access, ventilation, drainage, electrical supply, water supply, base or foundation, clearance and protection from weather or freezing conditions, depending on the product.

7.7 Warranty cover may not apply where a fault or damage arises from incorrect installation, unsuitable site conditions, misuse, lack of maintenance, use outside the product’s intended specification, unauthorised modification, unauthorised repair, or failure to follow the supplied instructions.

7.8 Products intended for residential use are not designed for commercial, rental, hospitality, spa, gym, clinic, treatment room or other high-frequency environments unless expressly approved by KOVE in writing or sold as commercial-grade equipment. Use of a product in an unsuitable environment may affect warranty coverage where that use contributes to the fault.

8. Returns, Cancellations & Refunds

8.1 Our Refunds, Returns & Warranty Policy explains how returns, cancellations, refunds and warranty support are handled and forms part of these Conditions.

8.2 Business Customers do not have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.3 Consumers may have statutory cancellation rights for online, distance or off-premises purchases. These rights are separate from any voluntary returns policy offered by KOVE and are explained in our Refunds, Returns & Warranty Policy.

8.4 Any voluntary returns policy offered by KOVE is provided in addition to, and does not replace, restrict or limit, any cancellation rights or remedies available to Consumers under applicable law.

8.5 Returned Goods must be packaged securely. Unless the return is due to our error, an approved warranty issue, or a statutory consumer right applies, the Customer is responsible for return shipping costs and for any damage caused during return transit.

9. Limitation of Liability

9.1 Nothing in these Conditions limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be limited or excluded.

9.2 Nothing in these Conditions limits or excludes any statutory rights or remedies available to Consumers under applicable law.

9.3 For Business Customers, our total liability arising out of or in connection with the Contract is limited to the price paid for the Goods giving rise to the claim.

9.4 For Business Customers, we shall not be liable for any loss of profits, loss of sales, loss of business, business interruption, loss of anticipated savings, loss of goodwill, loss of reputation, or any indirect or consequential loss.

10. Force Majeure

We are not liable for delays or failure to perform caused by events beyond our reasonable control, including extreme weather, supplier disruption, transport failure, strikes, labour shortages, customs delays, utility outages, fire, flood, war, civil unrest, pandemic, epidemic or government restrictions.

11. General

11.1 If any provision of these Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force.

11.2 We may update these Conditions from time to time. The version applicable to your Order will be the version in force at the time your Order is accepted.

11.3 No failure or delay by us in exercising any right or remedy shall constitute a waiver of that right or remedy.

11.4 The Customer may not assign or transfer the Contract without our prior written consent.

11.5 English law governs these Terms and the Contract. The courts of England & Wales have exclusive jurisdiction, except where applicable consumer law provides otherwise.

12. Company Details

Kove Limited
Company number: 16792426
Trading as: Kove Designs
Meyer Building
Wirral International Business Park
Riverview Road
Bromborough
Wirral
CH62 3RH
United Kingdom

Email: hello@kove-designs.com
Website: www.kove-designs.com