Your Design Scheme
Our designer’s objective is to create the exact look you want, which is totally unique to you. To this end our designers will take into account your wishes, preferences and comments, and from these discussions provide a final design scheme, including appropriate illustrations (moodboards) and samples, together with a quotation or estimate for your consideration. Your chosen scheme will be your personal choice, which you will have made from the selection of ideas presented. Therefore the Dulux Design Service, its employees, agents or franchisees, cannot be held responsible or liable in any way for any dissatisfaction of the finished appearance.
Our Designers and Tradespeople
Our designers are carefully selected and trained by Dulux in all aspects of business and customer care. They are fully insured for public liability and professional indemnity. Our designers work to strict criteria and standards which are laid out in our brochure ‘Helping You Create The Perfect Home’. We also list further information by categories for your easy reference.
Design Schemes will only be undertaken by designers approved by Dulux and who work under licence to the Dulux Design Service.
Our designers will undertake project management if required which will include the employment of tradespeople who are assessed and approved by Dulux.
Approved tradespeople are required to guarantee their workmanship, which is underpinned by Dulux. Please see the Guarantee section for further information. Tradespeople work to the Dulux Code of Practice which ensures that:
• Work is durable and to a high standard.
• They will take due care and attention of customer's property at all times.
• Adequate protection is provided for all surfaces, furniture and fixtures.
• The customer’s home is always left clean and tidy and any waste material is removed.
Our designers and tradespeople must provide a high standard of service. They should be honest and courteous in all their dealings with the customer.
Quotation/Estimate
The designer will make clear to you whether you have been given an estimate or quotation. A quotation is a binding agreement as to the price, an estimate is subject to confirmation or change. Quotations or estimates will be given formally, in writing, will be comprehensive and include a detailed specification of the work to be done. There will be no ‘hidden’ or undeclared costs, according to the information available at the time.
Terms of payment (including advance payments) will be made clear. VAT must be included (where applicable).
Deposits/Advanced Payments
Designers will require payment in advance before producing an initial design scheme. Before ordering materials, the designer will ask you to sign the extra copy of either the estimate or quotation that has been given to you to confirm your order. Please hand or return it to your designer along with your advance payment of 50% of the total value to enable them to purchase the goods on your behalf. This advance payment is limited to £5000. If the designer is managing the project for you, a deposit may be required by
tradespeople before starting work. This will not exceed 25% of the job value and is limited to £3,000.
The method of payment will be agreed between the both parties prior to the commencement of the scheme and before any advance payments are made. All advance payments are protected under the Dulux Guarantee which has been approved by TrustMark – the Government Endorsed Standard.
Please see the Guarantee section for further information.
Outstanding Balance
The outstanding balance must be paid immediately on completion of your scheme to the designer.
Order Cancellation
Dulux Design Service does not levy a cancellation charge. However some of our manufacturers and suppliers may do so under their own Terms and Conditions. Any charges levied for cancellation or return of goods will be recharged or deducted from payments already received at cost. Your statutory rights are not affected.
Insurance
Our designers are required to hold public liability for £1,000,000 and professional
indemnity for £500,000. All approved tradespeople are required to hold a minimum insurance cover in line with the above and are audited to ensure compliance.
Products Used
All materials and soft furnishings supplied will only be from approved suppliers who
provide appropriate product guarantees. All products must be fitted and used in
accordance with the manufacturers instructions. Failure to do so may result in the guarantee becoming invalid. Where paint is used in a Design Scheme, your designer will always use Dulux products to ensure maximum peace of mind and guarantee protection. Please see Guarantee section for further information.
Complaints Procedure
In the unlikely event that you have a complaint, please raise it in the first instance with your designer.
If your complaint is relating to work undertaken by a tradesperson your designer will instigate and manage the appropriate procedure which, under the Code of Practice, requires the tradesperson to resolve the complaint directly with yourself.
If your complaint is relating to work undertaken through Dulux Select Decorators service, this will be investigated by our independent assessors. Further information is available in our brochure ‘The Guarantee Your Home Deserves’.
If the tradesperson is an independent approved contractor in a trade other than decorating, complaints will be investigated through their complaints procedure as laid down by their official accredited Body.
If the complaint is against a Dulux Designer, in the first instance this should be raised with the Designer directly. If you are not satisfied with the outcome, you can complain directly to the Dulux Design Customer Service Centre on 0845 880 6888 who will investigate the complaint impartially.
If at any time you are dissatisfied with the actions or response to any complaint made against a Dulux Designer, a Dulux Select Decorator, or an approved tradesperson, under the terms of the Code of Practice you will be advised to use independent arbitration via an official Body such as Trading Standards who we will fully support during their investigations and be bound by their recommendations to resolve the complaint.
Two year guarantee
Scope of Guarantee
The guarantee is available only for work on private residential premises in the UK which is undertaken by the Dulux Design Service, the Dulux Select Decorators service or an authorised sub-contractor. This guarantee does not affect your statutory rights.
The Dulux Designer, the Dulux Select Decorators service and any approved tradespeople used by them, will guarantee their workmanship for a period of two years from the completion of the job. Your designer will allocate the appropriate tradespeople to undertake your work within the requirements of the guarantee. This guarantee will not apply if you appoint your own tradespeople to work in full or in part on the scheme recommended by the Dulux Designer.
This restriction also applies to tradespeople who are members of alternative Dulux schemes offering guarantees. If you appoint one of these tradespeople yourself, then their alternative guarantee will apply but it will be more restrictive than the guarantee offered by the Dulux Design Service. All products used in decoration which are manufactured by Dulux will be covered by the appropriate product guarantee. Dulux
will resolve any failures in product performance in line and to maintain the two year guarantee.
Non-Dulux products, including furniture, soft furnishing and fixtures and fittings, will be covered by the appropriate manufacturer’s guarantee and may be for a shorter or a longer period than the two year guarantee period stated above. In the case of complaints the Dulux Design Service will take up the complaint on your behalf with the manufacturer or agent. Your statutory rights remain unaffected.
The guarantee does not cover a breakdown in relationship between the two parties or contractual dispute. In these circumstances the Dulux Design Service will offer mediation and agree corrective action to be undertaken by the tradesperson under the guidance and supervision of an independent assessor, or at their discretion, may appoint and agree a remedial specification to be undertaken by another tradesperson.
Please note: All materials specified or work requested by customers against the professional advice of the Dulux Design Service or its approved tradesperson will not be covered by the guarantee, if ordered or undertaken. This will be clearly stated by the member in their quotation and on the job completion form. Your statutory rights remain unaffected.
Limit of Liability
The guarantee covers the amount by which the cost of remedying the defective work, when taken together with the cost of the work already done, exceeds the original price quoted for the work. Subject to this, the homeowner remains liable to pay for the work carried out unless otherwise agreed.
How to activate your two year guarantee Advance Payments
Advance payments requested by the Dulux Designer (50% of the scheme value) will be automatically covered to a limit of £5,000. No action is required from you.
Two year workmanship guarantee – What you need to do
To activate your two year guarantee you need to complete, sign and return the Job Completion Form that will be handed to you by your designer. Your guarantee will then be recorded and activated in the Dulux Design office. If you don't return your form within 28 days of job completion, your guarantee cover will become void.
Dulux Design Service
For further information and details of the Code of Practice and Guarantees
please refer to our brochure ‘Helping You to Create The Perfect Home’, which explains more fully the services offered by the Dulux Design Service, and ‘The Guarantee Your Home Deserves’ brochure which explains the service and guarantees provided by Dulux approved decorators.
We know the things that go
Dulux Design Service
DiVersity House, 72 Nottingham Road, Arnold, Nottingham, NG5 6LF
T: 0845 880 6888 E: info@duluxdesignservice.co.uk www.duluxdesignservice.co.uk
‘Dulux’, ‘Dulux Design Service’ and the Dulux Design Service logo are trademarks of Imperial Chemical Industries Limited.
Dulux Design Service is operated under licence and contract on behalf of Imperial Chemical Industries Limited by DiVersity Creative Marketing Solutions Ltd.