This Installations Policy (the “Policy”) govern the provision of installation, assembly, commissioning, snagging and related onsite services by Sanipex Group or our authorised service partners. Read this Policy together with the Terms and Conditions of Sale, Warranty Policy, Shipping & Delivery Policy, Returns & Refunds Policy and Privacy Notice. Capitalised terms have the meanings given in the Terms and Conditions of Sale.

Where Sanipex offers installation for an eligible product, such installation is currently provided at no additional charge as part of the delivery or product package, subject to the scope, exclusions, and customer obligations set out in this Policy.

2.1 Services include installation, assembly, commissioning, basic configuration, removal of standard packaging, functional testing and a commissioning report where applicable. Where an approved layout or installation drawing has been provided and accepted, services are carried out in accordance with that drawing; the drawing defines the scope for the specific product or work described therein, and any deviation from an approved drawing constitutes a Variation under clause 3.3. Where Sanipex offers installation for an eligible product, the standard installation scope described in this Policy is currently provided at no additional charge unless expressly stated otherwise in the Work Order.

2.2 Services exclude civil, structural, electrical rewiring, plumbing rerouting, the supply and installation of plumbing fixtures (including sinks, mixer taps, waste assemblies, overflow fittings, and flexible connections), waterproofing, tiling, carpentry, masonry, painting, post-installation reinstatement or remediation of surfaces, finishes, or structures disturbed during installation works (including filling, patching, plastering, painting, tiling, and grouting), scaffolding and access equipment hire unless expressly quoted and accepted in a Variation Order.

2.3 Unless expressly agreed in writing, we do not modify cabinetry or substrates. Any such work requires a separate quotation and acceptance. Where a layout or installation drawing has been approved, the scope of work is limited to the specific product and configuration shown on that drawing.

2.4 Included Installation Scope. Where installation is provided at no additional charge, it is limited to standard installation of the eligible product in a ready site, during standard working hours, using existing suitable connection points and substrates, and excludes any excluded items in clause 2.2 and clause 2.3 and any additional works requiring a Variation. Standard scope assumes any required preparatory or concurrent works by third-party trades are complete or available prior to attendance.”

2.5 Installable Products. For the purposes of this Policy and any related undertaking, “Installable Products” means Kitchen Appliances, Outdoor Living, Sauna, and Kitchen Countertops, or such other product categories as Sanipex Group may from time to time designate as eligible for installation services.

3.1 Work Order. Each job is documented in a Work Order describing the location, products, scope, service level, price basis, proposed dates, and where applicable, approved layout or installation drawings. Acceptance may be by signature, verified email, or, where applicable, payment of quoted charges.

3.2 Price Basis. Where Sanipex offers installation for an eligible product, standard installation is currently provided at no additional charge unless expressly stated otherwise in the Work Order. Sanipex reserves the right to introduce installation, removal, re-attendance or other service charges in the future, and to provide services on a fixed-price or time-and-materials basis in accordance with a published rate card or a quotation. Any applicable charge will be notified in advance and will apply only to services booked after the effective date of the change or to Variations accepted by the customer.

3.3 Variations. Any change to scope, quantities, access, site readiness, scheduling, or to an approved layout or installation drawing is a Variation. Variations require approval by email or signature and may affect pricing and timelines.

3.4 Cancellations and Re-bookings, Cancellations within forty-eight (48) hours of the slot, no-access, unsafe conditions, or customer no-show may require rescheduling. Where a re-attendance fee applies under an accepted quotation or the then-current published rate card, such fee may be charged. Rebooking will be confirmed with acknowledgement from the customer.

4.1 We will offer an attendance window (for example, AM or PM) and confirm by SMS/ WhatsApp, email or call. Where feasible, we provide an on-route notification.

4.2 Attendance is subject to the availability of the products, cleared funds and completion of required checks. Force majeure and carrier delays may affect dates.

5.1 Provide complete address, contact details, working hours and any access restrictions or permits in advance.

5.2 Ensure safe, unobstructed access to the area of works with adequate lighting, ventilation and clearances, including elevators or stair access for bulky items.

5.3 Isolate water and power supplies where required. Provide accessible shut-off valves, isolators and breaker panels.

5.4 Disclose hazards and concealed services. We rely on your disclosure and existing as-built drawings where available.

5.5 Remove existing fixtures and prepare surfaces unless the Work Order expressly includes removal. Where removal is included, it excludes post-installation reinstatement or remediation of surfaces, finishes, or structures disturbed during installation works (including filling, patching, plastering, painting, tiling, and grouting) unless expressly stated.

5.6 Provide a responsible adult on site to grant access, review the commissioning report and sign the job completion form.

5.7 Ensure walls, floors, substrates, fixing points, and supporting structures are sound, level, and fit for installation. Where a product is to be installed on or within a supporting structure (including cabinetry, counters, frames, or built-in furniture), the customer is responsible for ensuring that structure is structurally adequate to bear the weight and load of the product. Sanipex is not responsible for any damage, failure, defect, displacement, or delay arising from unfit, inadequate, or unstable supporting structures, surfaces, concealed conditions, or third-party workmanship. Where re-attendance or remedial works are required due to site readiness issues, such works may be subject to a Variation and may be chargeable where fees apply under clause 3.2 and clause 11

5.8 Where the installation scope requires concurrent or preparatory works by third-party trades, including but not limited to carpentry, electrical, and masonry, the customer is responsible for ensuring those trades are present and available on the day of attendance. If required trades are absent and this causes Sanipex to abort or reschedule, a re-attendance charge may apply.

6.1 Our personnel may use standard HSE/PPE equipment and lifting aids and may decline to proceed if conditions are unsafe or non-compliant.

6.2 Stair-carry and no-lift scenarios may require additional labour or rescheduling. Where risk is elevated, we may require a signed Letter of Undertaking and Indemnity before proceeding beyond reasonable access.

6.3 We are not responsible for damage to finishes arising from pre-existing defects, concealed conditions, inadequate substrates or customer-directed methods contrary to manufacturer guidance.

7.1 On arrival we will verify products against the Work Order and assess site readiness. We may decline to proceed if products, parts or access are incomplete.

7.2 Serial Capture. Where products carry a serial number, you consent to capture and secure storage of the serial number at installation or commissioning for warranty validation and future claim administration.

7.3 Cabinetry Access. Where products are housed in cabinetry or fixed joinery, you authorise temporary removal solely to verify serials and condition where safe and proportionate.

7.4 Commissioning and Testing. Commissioning includes functional checks within manufacturer tolerances. We may request photos or short video clips as part of the commissioning record.

7.5 Commissioning Report and Sign-Off. A completion form summarising works performed, observations, and any snags will be presented for signature.

8.1 Snags arising from our workmanship will be addressed within a reasonable period. Access obligations apply equally to snagging visits.

8.2 Where an issue is traced to a product defect, the Warranty Policy procedure applies. Where an issue is traced to site conditions, third-party workmanship, misuse, or maintenance failure, re-attendance may be required and may be subject to a Variation and may be chargeable where fees apply under clause 3.2 and clause 11.

8.3 The Customer shall ensure the site and all surfaces are properly prepared and suitable for installation. Any damage, defect, or failure arising from unfit site conditions or surfaces remains the Customer’s responsibility, regardless of who installs. Where a third-party installer is used, that installer acts independently and Sanipex has no liability for their workmanship or site-related outcomes.

9.1 Sanipex warrants its installation workmanship for [12] months from completion unless a different period is stated on the Work Order. This covers correction of workmanship defects only.

9.2 Exclusions. Workmanship warranty does not cover product defects, fair wear and tear, user damage, limescale or chemical damage, or failures arising from site conditions, third-party works or lack of maintenance.

9.3 Relationship to Product Warranty. Product warranty remedies are governed by the Warranty Policy. Replacement of a product does not restart the workmanship warranty unless the replacement requires our new installation services.

• Structural modifications, waterproofing, tiling, carpentry, painting and post-installation reinstatement or remediation of surfaces, finishes, or structures disturbed during installation works (including filling, patching, plastering, painting, tiling, and grouting) unless quoted and accepted in a Variation Order.
• Concealed services, substrates and pre-existing defects outside our reasonable control.
• Consequential loss, business interruption, loss of profit or data to the extent permitted by law.

Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited or excluded.

11.1 Current Position. Where Sanipex offers installation for an eligible product, standard installation is currently provided at no additional charge unless expressly stated otherwise in the Work Order.

11.2 Where charges apply, they are as per an accepted quotation or the then-current published rate card. Minimum call-out and other minimums may apply where stated.

11.3 Where charges apply, re-attendance, out-of-hours and emergency attendance may be charged as per the quotation or the then-current published rate card.

11.4 Where charges apply, payment is due as stated in the Work Order, either in advance or upon completion, depending on the service level. Unpaid amounts may delay attendance.

11.5 Where charges apply, parking, permits, access equipment hire and disposal of non-standard waste may be charged at cost plus a handling fee where notified in advance.

12.1 Standard packaging will be removed where feasible. Disposal of crates, pallets, rubble or old fixtures is excluded unless quoted.

12.2 We comply with applicable environmental rules for disposal. You remain responsible for site-wide waste unless our quotation includes removal.

13.1 Cancellations within forty-eight (48) hours of the slot or failure to provide access may require rescheduling. Where cancellation or re-attendance charges apply under an accepted quotation or the then-current published rate card, such charges may be charged.

13.2 If the site is not ready, if services are not isolated, or if hazardous conditions are present, we may reschedule. Where a re-attendance fee applies under an accepted quotation or the then-current published rate card, such fee may be charged.

13.3 Missed appointments by the customer may require a new booking. Where a minimum call-out charge applies under an accepted quotation or the then-current published rate card, such charge may be charged.

14.1 We process limited personal data, including contact details, serial numbers and commissioning photos/video, for the purposes of scheduling, delivery of services, warranty validation, safety and fraud prevention. See the Privacy Notice for lawful bases, retention and sharing with service partners and manufacturers.

14.2 Do not capture our personnel without consent.

15.1 Where assistance is requested beyond reasonable access or Delivery Zone as defined in the Shipping & Delivery Policy, or where special-order non-stock items are involved, our service may be conditional on signing the Letter of Undertaking and Indemnity and/or the Non-Stock Special-Order Undertaking.

15.2 Sanipex may amend this Policy and may introduce or revise charges for installation, removal, re-attendance or related services by publishing an updated Policy, rate card, quotation, or checkout disclosure. Any such changes apply prospectively to services booked after the effective date of the change and do not apply to a confirmed booking unless the customer accepts a Variation.

Sanipex Group may perform the services described in this Policy directly through its own personnel or, at its discretion, through authorised third-party service partners holding appropriate licences and insurance for the services to be performed. Sanipex Group may also assign or subcontract installation and related service obligations to any entity within the Sanipex Group, including subsidiaries or associated companies established for this purpose, whether now existing or incorporated in the future, without requiring separate consent from the customer in each instance. Where services are subcontracted or assigned, this Policy continues to apply. Sanipex Group remains responsible to the customer for performance of services under this Policy, regardless of whether services are performed directly or through an authorised partner or group entity.