Who Is Responsible If Kitchen Installation Goes Wrong?

Retailer Warranty vs Workmanship Warranty

Two separate warranties apply to a newly installed kitchen. The retailer's warranty — typically 5–25 years depending on the brand — covers defects that arise from the manufacturing process. A door that warps without cause, a hinge that fails under normal use, a drawer box that breaks without misuse — these are manufacturing defects and the retailer is responsible for replacing the components. The fitter's workmanship warranty covers defects that arise from the installation itself — incorrect levelling, a poorly jointed worktop, a damaged carcass side caused during fitting. These are installation errors and the fitter is responsible for correcting them.

What Each Warranty Covers

Understanding the boundary between the two warranties matters when something goes wrong. If a door warps, it is likely a manufacturing issue — contact the retailer. If a door will not close correctly because the hinge was fitted at the wrong angle, it is an installation issue — contact the fitter. In practice, the distinction is usually clear. A professional fitter will not attempt to attribute installation errors to manufacturing defects, and a reputable retailer will not attempt to deny a genuine warranty claim. Problems arise most often when either party is unclear about their responsibilities — a written quote from the fitter and a clear written warranty from the retailer prevents ambiguity.

Our 12-Month Workmanship Guarantee

Install My Kitchen provides a 12-month workmanship warranty on all installations. If any aspect of the installation proves defective within 12 months — a joint that opens, a unit that has moved, a plinth that has come away — we return to correct it at no charge. This guarantee reflects our confidence in the quality of our work. Call 07399 651836 to discuss this in more detail.

How to Document a Problem

If you notice a defect after your kitchen is installed, take clear photographs from multiple angles as soon as you spot it, note the date you first noticed it, and avoid using or adjusting the affected item further until it has been assessed. Contact your fitter or the retailer promptly — delays in reporting can sometimes complicate a claim, particularly if the item is later argued to have been damaged through use rather than a pre-existing fault. Keep all correspondence in writing, including any emails or text messages confirming what was agreed.

When Disputes Escalate

Most kitchen defects are resolved directly between the customer and the fitter or retailer without further escalation. If a dispute cannot be resolved, options include raising a complaint through the retailer's formal complaints process, contacting Trading Standards for advice, or, for larger disputes, seeking guidance from a consumer body such as Citizens Advice. Using a fitter who provides a written workmanship warranty and a retailer with a clear guarantee from the outset significantly reduces the likelihood of reaching this stage.