Returns and Refunds

NOTHING IN THIS RETURN AND REFUNDS POLICY AFFECTS YOUR STATUTORY LEGAL RIGHTS.

7.1 Table of Charges

We reserve the right to make the following charges but only if you are at fault or you to choose to cancel your order and return your item after the 14 day period set out at clause 7.3.1. We will also not apply these charges if we are at fault or the item is damaged or faulty and clause 7.2 applies.

	Standard Items	Large Items (American refrigeration, range cookers, TVs over 65")
Re-delivery	£30 per item	£75 per item
Cancellation after receipt of goods (Collection charge)	£100 per item	£175 per item
Failed installation/connection (Call out charge)	100% of the connection charge per appliance	100% of the connection charge per appliance

7.2 Damaged or faulty goods

7.2.1 - Should you discover a fault with products that you have received you should contact us as soon as reasonably possible. Our friendly customer service team will be happy to support you by either using online chat or visiting our damaged or faulty item page. Do not attempt to repair the product yourself. We do not cover accidental damage caused by the customer.

7.2.2 - If the fault is found within 30 days of delivery or installation (where we are providing installation services), you are entitled to a full refund or exchange (subject to stock availability). If a fault is discovered after 30 days but within the guarantee period of your product, you can contact us or the product manufacturer, who will assist with your issue.

7.2.3 - We want all of our products to reach the customer undamaged, in brand new condition and we do our very best to ensure this is the case. However, if any of our customers note any damage to our products on delivery, we encourage customers to ensure that damage is reported to our customer service team as soon as reasonably possible and ideally within 48 hours. To ensure you are able to obtain a full refund for a damaged item you should not start to use it or install or input any data/software.

7.3 Unwanted item

7.3.1 - You can choose to cancel your order and return your item within 14 days (starting from the day after the item is delivered). Products should be returned as new and where possible, in their original packaging. If you have unwrapped the product yourself and you no longer have the original packaging, you may only be eligible for a partial refund. If the product has been used, you may not be eligible for a refund, unless it is faulty (see 7.2).

7.3.2 - Please do not return any products to us until you have discussed your return with a customer service representative and your return has been confirmed.

7.3.3 - 
Small appliances, coffee machines, floorcare
If you wish to return a small product by your own means (at your own cost), we generally only accept DPD as a return courier. Please note that if you use any other courier, you may not receive a refund. If you would like us to collect the product ourselves we will charge a £35 collection fee. Note, if you are purchasing a new product or exchanging your product, we may reduce these collection charges.

Large or extra-large appliances
We will charge you the direct cost to us of collection, which is £100 per item for larger washing machine size products, or £175 for extra large products such as range cookers and American fridge freezers. Note, if you are purchasing a new product or exchanging your product, we may reduce these collection charges.

7.3.4 - You have a duty of care while the products are in your possession, and we reserve the right to charge you for any damage that may have occurred during this period.

7.4 Cancelling an order

7.4.1 - To cancel your order, please fill out our Order queries form and a member of our team will assist you.

7.4.2 - You must contact us before 4pm the day before delivery to cancel your order. If you fail to contact us before this time, you may incur failed delivery charges.

7.5 Returns

	Standard Items (Collection charge)	Large Items (Collection charge) (American refrigeration, range cookers, TVs over 65")
Within 14 days Boxed / Unboxed but unused	£100 per item	£175 per item

7.5.1 - If products have been used or installed you may not be eligible for a refund, unless there is a clear fault with the product.

7.6 Exchange

	Standard Items (Collection charge)	Large Items (Collection charge) (American refrigeration, range cookers, TVs over 65")
Within 14 days Boxed / Unboxed but unused	£50 per item	£75 per item

7.6.1 - If products have been used or installed you may not be eligible for an exchange, unless there is a clear fault with the product.

7.7 Faulty or damaged

Faulty or damaged products within 30 days	Exchange	No charge
	Return	No charge