Terms and Conditions
You may have gathered through your shopping with us that we like to be different and we like to put you first. We have set out our Terms and Conditions so they are simple and so you can understand them with nothing that is important buried in language that only legal people either understand or care about.
First and foremost
We offer you a 10 day no fuss returns policy. This means that you can cancel your order for any reason what so ever within 10 days of us delivering it.
We won’t charge you to return it or for us to collect it and we will refund you for the product and any and all delivery charges you have incurred in full.
If we need to come and collect it for any reason, we won’t even make it difficult for you. We will come and collect it on any day of the week that suits you (Yes. Even Sunday)
Now let’s be honest... it doesn’t get much better than that!
I know what you’re thinking.... What’s the catch here?
The answer is that there isn’t one. As long as the product is in its original condition and has not been used or damaged we will come and get it, and refund you in full. We are passionate about our customers and making sure you are happy. We believe you will in return be honest with us and that forms a stronger bond with our customers than any Terms and Conditions could ever offer. We’ll do right by you and you do right by us. Simple.
If you haven’t watched the video that gives you a look inside our business then don’t miss out and click here to watch. Bet you’re surprised!
There is a little bit of small print that legally we have to publish which is below – we have tried really hard to keep the lawyers out and simple English in so here goes;
Prices;
Our prices displayed include VAT and exclude delivery. The various delivery charges are made very clear on the delivery page
Website info;
This is about pictures and dimensions and stuff. The first thing you need to know is the product dimensions are exactly that (dimensions of the product only). Any handles, knobs, controls and other stuff are not included in the dimensions. We do our very best to get them 100% accurate. Given we are human we do very occasionally get it wrong. If we do we’ll put it right for you and we will apologise sincerely. It is clearly in our interests to get it right otherwise we have to spend our money coming to pick it up so we do work very hard on this for both our sakes.
Availability;
We display our availability on the website and also display when this means you can have it delivered. We deliver over 20,000 appliances a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will somehow sort it out for you. How we sort it out will depend on what best suits you at the time. This sometimes involves us giving you a better model for no extra cost which isn’t normally an area for complaint!
Legal contract;
A legal contract is formed between us when we put the appliance(s) you have ordered on a van to deliver it to you. Legally until then we can decline to supply the goods to you but we don’t understand why we would want to do that. We are in the business of trying to sell you things!
We do however in the interests of fairness reserve the right not to fulfil your order for any reason if we have made a massive cock up on the price or similar or we simply can’t get hold of the model you need. In the event of these circumstances we will refund you in full to make sure that you don’t lose out financially.
Delivery;
We have the best Delivery Company in the business (Expert Logistics) who deliver to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland). They have a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. However, as you can imagine these are big, heavy things to lift, so there will be certain occasions when they may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder their ability to deliver. In these situations they may be able to offer delivery to the nearest point possible i.e your garage, so you can make arrangements to get the appliance in. If not we will attempt another delivery date, or give you a full refund. We will do what we can, but even Superman would struggle to deliver some of these fridges!
Consequential loss;
Given that most people are honest and fair we will do what we believe is right and fair if we cause you inconvenience. We do admit to getting some stuff wrong now and again and we will want you to come back and shop with us for years, tell your friends in fact maybe stand on the rooftops and proclaim how good we are. Why wouldn’t we look after you? Please remember our strong bond here though – we are fair where you are!
Connection and Recycling;
The charges for this are clearly laid out in the connection and recycling pages. The first big point here is that we can only connect – we do not disconnect so you need to make sure you have disconnected your old appliance. If you have a freezer then that must be defrosted and food must be removed. Pretty obvious stuff I know... but you’d be surprised!
Another big thing is we employ a crew of full time drivers (not plumbers) to deliver your appliance. The drivers are trained to connect appliances, but only to existing pipe work, so if you’re expecting “Pete the Plumber” to turn up with a plunger and a wrench in hand then you’ll be disappointed (and we don’t want that!).
There are a few things that will stop us connecting your new appliance and taking away your old one. Please read the FAQ section (the link is at the bottom of the page) because we pay the courier company anyway and cannot give you your money back if we are unable to complete the service for these reasons.
We only charge for the cost of transporting your appliance for recycling. Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our distributor’s premises;
Expert Logistics
Bury Road
Radcliffe
M26 2XH
Monday to Friday 10.00 to 16.00
Proof of your delivery will be required and they can only accept like for like items to those that were delivered.
Things beyond our control;
This is a bit where the lawyers take over!
The bit below basically says that if there is something big happens that is beyond our control then there’s not a lot we can do. We will do our very best (as you would expect) to get you sorted but we cannot be held liable if something huge happens that we can’t control. These things might include floods, war, fire, strikes blocking the motorways etc
We have to have the formal wording for this section so here it is...
- 1.1
- The Company will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control (Force Majeure Event).
- 1.2
- A Force Majeure Event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
- Strikes, lock-outs or other industrial action; or
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
- Impossibility of the use of public or private telecommunications networks
- 1.3
- Our obligations under these terms are suspended for the period that the Force Majeure Event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms can be performed despite the Force Majeure Event.
Please also note, unfortunately our warranties only cover domestic use; commercial sales might not be covered.
Payment
You will not be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa card and we do all we can to ensure your details are secure. If there are any problems with receiving payment we will let you know.
General;
We are all governed by English courts (strange that as we are in England!) so we do everything we can to abide by English law. If we ever do anything outside of these laws then we will apologise and put it right.
Customer Services
Our intention is to give you all of the information you need so you never need to call us. However, if you want to check something, change something, ask a question or simply find out about life in general then we have a team of people waiting to take your call on 0871 704 9000.
If you don’t want to talk to us, you can email us at customerservices@appliancesonline.co.uk or write to us at:
Appliances Online
DRL Limited
Aspinall House
Middlebrook
Bolton
BL6 6QQ