Kitchens that feel like home.
Kitchens that feel like home.
Updated: June 20, 2025
Website Owner: FLAT Kitchens
This document explains how we work with clients who order FLAT kitchens. Each point is written clearly and practically, so you always know what to expect.
FLAT Kitchens produces kitchens exclusively according to the individual needs of each customer. Every order is personalized, and once confirmed, it cannot be canceled or modified without our prior approval.
By confirming an order, the customer guarantees that the provided information (dimensions, layout, materials, colors) is accurate and final. FLAT Kitchens is not responsible for errors resulting from incorrect information supplied by the customer.
The initial meeting, whether held in person or online, is non-binding and serves as an opportunity to get acquainted with your space, habits, and preferences. After this discussion, we prepare a preliminary design concept that includes two rounds of revisions — any additional revisions are charged according to the current price list.
After you approve the preliminary concept, we create detailed drawings and specifications. The space dimensions can be measured by our team or provided by you; if the measurements are provided by the client, they assume responsibility for their accuracy. Upon completion of the technical documentation, we send the final version for signature, which serves as the basis for production.
Production begins once we receive the advance payment. The standard production time is 6–8 weeks but may vary depending on the chosen materials and the scope of the project. In the event of extraordinary circumstances — such as delays in material delivery, specification changes, or force majeure — the timeline will be extended proportionally, and the client will be informed of any changes in a timely manner.
The delivery timeline is defined individually for each order, based on the complexity of the project and material availability. In the event of unforeseen circumstances (material delays, design changes, or force majeure), FLAT Kitchens reserves the right to extend the timeline, with timely notification to the client.
The exact delivery and installation date is arranged at least one week in advance.
Installation is carried out by agreement and is governed by a separate contract. Our certified team performs the installation, which typically takes one to three days, depending on the complexity of the project. The client is responsible for providing access, technical conditions, and a prepared space.
If the worktop is ordered through us, the final measurements for its production are taken after the kitchen units are installed. Our team communicates directly with the supplier to ensure precise fitting and timely delivery. Delivery and installation of the worktop are scheduled separately.
Transport of the kitchen within Serbia is included in the installation price and is organized by our team. Delivery is made to the client’s address, with prior notice and an agreed-upon schedule. The client is responsible for providing unobstructed access to the property and suitable conditions for unloading. In cases of hard-to-reach locations or specific requirements for moving elements (e.g., carrying to an upper floor without an elevator), additional costs are determined individually and communicated in advance.
For custom-made products, complaints are only possible in the case of factory defects, incorrect manufacturing, or deviations from the approved design.
FLAT Kitchens provides a warranty in accordance with the accompanying regulations:
• Structure and lacquered fronts: 5 years
• Fittings and mechanisms: according to the manufacturer’s terms
The warranty does not cover damages resulting from improper installation (if not performed by our team), incorrect use, mechanical damage, or moisture.
Potential complaints should be submitted via email or the contact form, and we respond within two business days.
Payment is made in two stages. After the order is confirmed and the offer is signed, the client is required to pay an advance of 60% of the total project value, which confirms all agreed-upon kitchen elements (dimensions, materials, layout, and colors) and initiates the production process. The remaining 40% is paid before the scheduled installation, within three business days after the delivery and installation date has been agreed upon. In case of a delay in paying the advance or final installment, FLAT Kitchens reserves the right to postpone production or installation until financial obligations are fulfilled.
Each offer is valid for thirty (30) days from the date of issue, unless otherwise specified in the offer. After this period, FLAT Kitchens reserves the right to update prices and timelines in accordance with market changes.
FLAT Kitchens reserves the right to make minor technical changes to the construction or installation process, provided that such changes do not affect the agreed-upon aesthetics, functionality, or overall quality of the kitchen.
All project documentation (3D renderings, drawings, moodboards) remains the intellectual property of FLAT Kitchens and may not be used for commercial purposes or shared with third parties without our written consent.
With each delivered kitchen, the client receives a document containing instructions for proper use and maintenance of surfaces and fittings. Adherence to these guidelines is a condition for the full warranty to remain valid.
If the client decides to cancel the project after the design phase is completed, any amounts paid for design and consultations are non-refundable.
If the client requests a postponement of the kitchen delivery for more than 14 days from the agreed date, FLAT Kitchens may charge reasonable storage fees, of which the client will be notified in advance.
For appliances, lighting, and other components not produced by FLAT Kitchens, the warranty and service conditions of the respective manufacturers apply. FLAT Kitchens does not assume responsibility for their performance beyond the legal framework and warranties provided by the manufacturers.