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Kitchenaid Consumer Service

WELCOME

Your purchase is operated by the company Nayan NV, a company under Belgian law, having its registered office at Pittemsestraat 58D, Ardooie 8850 (Belgium), duly registered with the Legal Entities Registry of Gent, (department Roeselare) under number BE 0806.661.106, duly represented by Stef De corte on behalf of the company KitchenAid Europa, Inc. The relations between Nayan NV, KitchenAid and the User are regulated by the present Terms and Conditions, which are understood to be accepted by the non-professional buyer (the “User” or “You”). Nayan is responsible for the technical support of the payment process.

The Terms and Conditions regulate the security and the contractual relationship of the transactions between the User and Nayan NV. The above mentioned is applied, irrespective of the location from which You are completing the purchase.

The present Terms and Conditions may at all times, without prior notification, be amended. Any purchase after the amendment implies the acceptance of the new conditions by the user.

SELLER’S IDENTITY

The seller of the products and contractual partner of the User is Nayan NV.

ACCURACY OF CONTENT

The information as to the products and prices communicated on kitchenaid.co.uk, as well as the detailed order information that the User may find at the ‘Order Info Page’, are drafted and communicated under reserve of amendments and corrections. Modifications to the contents take place at a regular basis without informing You explicitly about them.

PRICES

All prices are inclusive of VAT. In any event, the total price indicated on the payment page when You confirm your order is the total price you will have to pay. The currency is at all times clearly mentioned. If an error is found in the price of the products you have ordered, KitchenAid Customer Service will inform You as soon as possible and offer You the option of cancelling your order, free of charge.

CUSTOMER SERVICE ORDERING

You can place an order if you are an adult aged 18 or over. The ordering process consists of following steps: You contact KitchenAid customer service team via email or phone You tell the team what products you would like to order; You provide the delivery and billing address; The agent submits your order You receive an e-mail with a payment link from consumercare.co.uk@kitchenaid.eu You will be asked to accept the Terms and Conditions; You indicate your payment method and enter your payment information; You receive an order confirmation with a detailed order overview You must make payment to the bank account of Nayan, details displayed on the payment section of the e-mail. After completing the payment, you will receive an email confirming receipt of your order. As soon as the goods are shipped, You will also receive a notification (the "Shipping Notification E-mail"). All orders are subject to possible stock fluctuations. At the occasion of an unforeseen stock crash, KitchenAid Customer Service will inform You and give You the right to freely cancel an order reservation.

SECURITY OF YOUR PERSONAL DATA

Nayan NV uses all reasonable efforts to protect User data. A payment with a credit card will only be kept online through the facilities offered by a leading on-line Payment Service Provider, Adyen. Adyen, a PCI approved European payment gateway. Standard "Secure Sockets Layer" (SSL) internet encryption technology provided by Netwerk Solutions will be used to transfer other Personal Data to the database of Nayan NV.

The servers will be housed in Brussels (Belgium) by a Microsoft Gold Partner, Combell Group, an internet hosting provider. These servers contain personal information, but will never contain any information with respect to payment modalities or bank records. The servers are secured by multi-level firewalls and a standard security protocol.

Your personal data are processed in accordance with current regulations. To learn more about the processing of your personal data, please read KitchenAid Privacy policy available at the following address: https://www.kitchenaid.co.uk/pages/privacy-notice and Adyen Privacy notice available at the following address: https://www.adyen.com/policies-and-disclaimer/privacy-policy.

PAYMENT

The payment modalities Nayan NV accepts figure on the Adyen payment page. The bill will be charged in the currency You ordered with. To learn more about payment and security modalities for credit card, please read Adyen Privacy notice available at the following address: https://www.adyen.com/policies-and-disclaimer/privacy-policy.

SALE AGREEMENT

A "Sale" is to be understood as a phone / email purchasing of an article that will be dispatched to your address. When payment takes place, at that moment the purchase comes about. The order will only be shipped after receipt of the payment.

Nayan NV reserves the right to refuse an order in the following cases:

  • If there is a serious suspect of abuse of law or lack of good faith by the user;

  • If the end of stock is reached or if a product is no longer be available;

  • If an invalid offer is determined;

  • In case of force majeure.

DELIVERY RESTRICTIONS

Care of PO Box addresses and military APO addresses are not accepted.

DELIVERY

As soon as KitchenAid ships the ordered goods from its warehouse, KitchenAid will send You an email to inform You. This email will contain the shipping information of your parcel, the parcel number and a hyperlink to track the parcel on the site of the shipping company. On that shipping company site, contact information of the shipper is available.

The products are only being delivered in those countries for which the customer care centre allows the delivery. We will use all reasonable efforts to deliver the products ordered within the timescales indicated on the individual order confirmation. Erroneously communicated addresses are the responsibility of the User and may lead to extra charges that will be redressed to the User.

All goods will be sent from the KitchenAid warehouse. If your product is not delivered within the specified timescale, please contact consumercare.uk@kitchenaid.eu with your client number or order number. Should exceptional circumstances result in the fact that You have not received any item You ordered after 30 days from the date of the Shipping Notification E-mail, You will have the option to cancel your order and request a full refund.

We only ship via a professional courier. Please note that we always require someone to sign for the delivery. You may accept that a delivery is signed for by a person other than the client, on the condition that this latter person is present at the indicated address. Should nobody be present at the time of delivery, You will be asked to arrange an appointment for a second presenting of the goods. This can be done either by telephone or by a card left in the letterbox.

DEFECTIVE PRODUCT OR WRONG DELIVERY

You must check whether your shipment is correct upon delivery. Should, in your opinion, the delivery not be in conformity with your demand, then please do not sign the delivery note and/or clearly note the nature of the discrepancy on the delivery note. You shall give KitchenAid written notification of the problem within 24 hours of the delivery date by e-mail to consumercare.co.uk@kitchenaid.eu. Should the failure be a fabrication error of KitchenAid, or in case KitchenAid has delivered the wrong goods, then KitchenAid will bear all shipping costs related to the returning of the goods.

DISTANCE SELLING

The User has the right to inform the supplier of his right of withdrawal, without payment of any fine and without notification of a motive at any time up to 14 calendar days from the day following the delivery date. If the User exercises his right of withdrawal, he must return the goods to KitchenAid at his own risk and expense. If the Customer has opted for a delivery method other than the cheapest standard delivery offered by KitchenAid, the resulting additional costs will not be reimbursed. During the withdrawal period, the User is advised to treat the product and packaging with care and to unpack or use it only to the extent it is necessary to ascertain the nature, characteristics and functioning of the product. KitchenAid reserves the right not to assume any depreciation of the products resulting from manipulations other than those necessary to determine the nature, characteristics and operation of the product.

In order to return the goods the following procedure needs to be followed:

  • Step 1 Please contact consumercare.co.uk@kitchenaid.eu, within 14 calendar days after the day of delivery, by means of an explicit declaration that You wish to revoke the contract, and indicate the order number. To do so, You can use the model form below if You wish. KitchenAid Contact Center will send You its return instructions by e-mail.

  • Step 2 Please pack the goods before returning them. The User must send at his own expense, the goods as well as accessories, in their original condition and packaging. All documentation accompanying the goods, proof of guarantee and packaging material must also be returned.

  • Step 3 Please print the return ticket and stick it on the box(es). The label received will contain all the information to ensure that the return goes smoothly (your data, the delivery address, the name of the carrier).

  • Step 4 If You have any questions after step 3, do not hesitate to contact KitchenAid Contact Center. If You have no questions, You must return the goods within 7 days of receiving the return instructions. The date of dispatch is decisive.

  • Step 5 If the goods arrive in good condition, You will be refunded within 30 days. If the goods arrive incomplete or damaged, You will be informed, only goods purchased online on the site can be returned.

Only goods purchased through KitchenAid customer care can be returned. As for any other return, we advise you to get in touch with the shop at which you have purchased the goods. As for any other return, we advise you to get in touch with the shop at which you have purchased the goods.

Needed information for Return: In order to receive a refund, please share the requested information below with KitchenAid Contact Center at the following e-mail address: consumercare.co.uk@kitchenaid.eu

- I/we (*) hereby state/communicate (*) that I/we (*) revoke (*) our contract for the sale of the following products/delivery of the following service (*): - Ordered on (*)/Received on (*) - First Name(s) & Last Name(s) of Customer(s) - Customer(s) address - Telephone number - Order number - Article name or number of product that you wish to return - Reason for return - Additional remarks we need to be aware of? (*) Please delete as appropriate

LIMITATION OF LIABILITY

a. Distance selling: Nayan NV is not responsible for uninterrupted availability from or in the relation to the distance selling, disturbances from the computer system, viruses or other inconveniences which might result from the distance selling (including but not limited to loss of profit). b. Use of the goods and / or delivery of the services: Nayan NV is not responsible for loss or for material or other damages of any kind, which the User or third would suffer in the use of the goods or in the delivery of the services.

LEGAL AND COMMERCIAL GUARANTEE

For consumers, there exists a legal guarantee equal to 2 years. This guarantee only covers a lack of conformity which already exists in the supplied goods. During the aforementioned period, the seller commits itself to replace or repair the concerned goods (or parts) free of charge. The seller reserves the right to trade the article if the costs for a repair are disproportionate, or if a repair is impossible. Defects that manifest themselves after a period of 6 months following delivery are not considered to have been present at the time of delivery, subject to proof by the customer. To appeal to a guarantee, the customer needs to present its sales receipt or invoice. The guarantee is non transferable. Any defect must be reported within two months after it has been discovered. Afterwards, every right to repair or replacement is void. KitchenAid offers an additional commercial guarantee on certain products. Please refer to the guarantee leaflet which goes along with the product to learn more about commercial guarantee.

USE OF THE MATERIAL VIA THE SITE It is prohibited to modify, reproduce, download, distribute, transfer or commercially exploit and/or share the services, pages of the Site, or computer codes that relate to the Site. The information and suggestions transmitted to us via the Site may be used without obligation and without compensation by Nayan NV.

INTELLECTUAL PROPERTY RIGHTS All rights, including copyright and compilation copyright, in this Site are owned by or licensed to KitchenAid. KitchenAid® is a registered trademark of Whirlpool Properties Inc., State of Michigan (USA). All other trademarks, marks, illustrations, images and logos which appear on the products, accessories or packaging, are and remain the exclusive property of KitchenAid; their reproduction, whether wholly or partially, for whatever reason and for whatever medium, is strictly prohibited, as is any combination or use in conjunction with any other mark, symbol, logo or other distinctive sign.

GOVERNING LAW

Any dispute regarding the closing, the validity, the interpretation or the execution of the contract or the Terms and Conditions is solely governed by the laws of Ireland and the courts of Ireland shall have exclusive jurisdiction. All parties agree to accept electronic evidence (e.g. e-mails, back-ups,...) as binding evidence in case of disputes. If any of the present Terms and conditions would be declared null and void or should not be applicable, the other terms and conditions will remain valid and the term declared null and void will remain applicable within the boundaries set by law.

ONLINE DISPUTE RESOLUTION

The User is informed that he may in any event resort to the European Commission's alternative online dispute resolution procedure. The online dispute resolution platform is a single point of contact for consumers in the European Union to resolve disputes relating to online purchases in Ireland and abroad and is available at the following address: https://ec.europa.eu/odr.

CONCLUSION

For any questions, remarks or technical issues with respect to this Site, You can contact us through the following channels: consumercare.co.uk@kitchenaid.eu , tel.: 00800 381 04026. These Terms and Conditions were last updated on December the 11th 2022.