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After you've ordered

Tracking your order

You can track your order through our customer login area. We give up to date information about the status of your order and any tracking information from our couriers. You can log in via the link below or refer to the order confirmation email we sent to you at the time of placing the order.

Click here to go through to Order Tracking. All you need is your Sales Order Number and Email Address.

Changing your delivery date

We understand things can change and you may need to rearrange your delivery after you have already chosen a date. This option is available to you, however we ask that you let us know with at least 3 working days notice.

Preparing for connection & recycling

Here's your Checklist for Recycling:

  • We can only remove old refrigeration appliances if they have been fully defrosted, free of water and ready for collection.
  • We cannot remove dishwashers or washing machines if there is excess water still in the pipes.
  • All appliances requiring a collection must be un-installed and disconnected prior to delivery of the replacement item.
  • Please make sure all of these requirements in the checklist are met as we are unable to refund on this service.

Here's your Checklist for Connection:

  • If you have not selected our disconnection service, please make sure your old appliance is fully disconnected from sockets and pipe work.
  • The connection is in a domestic property.
  • There must be enough space to fit the new appliance.
  • There must be easy access to a working water connection and an independent waste outlet.
  • If not required, hot water should be capped off.
  • Please ensure your stop valve can easily be turned off and on by hand.
  • The connection should not require any carpentry work or an electrician; we are unable to hardwire appliances in.
  • The water connection needs to be within 1 metre of the appliance inlet.
  • Hoses must be provided if they do not come with the appliance.

We regret that we are unable to refund on this service, so please check all of the specific terms and conditions are met.

Easy Cancellation & Returns

If you are a consumer based in the UK and not a business or organisation then this section applies to you. If you are a business, please refer to our Commercial Terms where you will find the relevant information for you.

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, without any fee before the item is despatched.

Once despatched, if you have ordered the wrong item by mistake, you have 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. (Excludes business customers.)
Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

We cannot stress enough how important it is to check your order on delivery.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance. This does not affect your statutory rights.

It is also to your benefit to report things on delivery as it can be more expensive to return large appliances with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain adequate packaging material required for safe transport of the goods.

Please Note:
If you are beginning any big kitchen projects, meaning you won't be opening your new products for a while, we still advise you to check everything on delivery. If this is the case, and any problems are noticed after the 14 day period and the products are still unused, we recommend that you contact us to discuss the situation, and we will advise you as best we can.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

  • To process the return it's always quicker to first obtain a Returns Number (RMA). To obtain your RMA number please log into the Order Tracking System and create a Return.
  • For all cancellations:
    • You must cancel in writing within 14 days from delivery.
    • You are responsible for the cost of sending back the goods.
    • You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.
    • You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.
    • If the goods are returned with any damage, you will be charged for the diminished value of the goods.
  • We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.
  • You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.
  • You are responsible for the cost of sending back the goods.
  • To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing within 14 days will be returned to you for an administration fee of £49)
  • However, some items bought online or by mail order cannot be returned simply because you change your mind. These include:
    • CDs, DVDs or software if the seal is broken on the wrapping
    • tailor-made or personalised goods
    • newspapers, periodicals, magazines
    • betting, gaming, lottery services

Returns Address:

Appliances Direct
Neptune Way
Off Leeds Road
Trident Business Park
Huddersfield
HD2 1UA

Please note that if you have multiple deliveries on one order, the 14 days begins the day after the final delivery for that order.

If your appliance arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item/appliance if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss your situation.

If your appliance is faulty

PLEASE REGISTER YOUR PRODUCT WITHIN 30 DAYS OF DELIVERY.

On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.

All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer's local service centre to confirm this.

Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland. NOTE To return your goods to us you its often useful to call the manufacturer’s helpline for fault diagnosis and obtain a fault reference number. This helps to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work.

Faults Occurring Within 30 Days of Receipt: If any of our products develop a fault within the first 30 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large kitchen appliance or large TV it is often faster to call the manufacturer direct who will arrange for an onsite visit from an engineer, however we will be happy to do this for you if you prefer. To contact the manufacturer, click here for their contact details.

If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. Whist you don’t need to obtain the returns reference in advance, it makes it much faster to prove there is a fault and avoids additional product inspection checks by us. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. Please note that Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items where we can't find a fault will be returned to you for a small handling fee.

For all other faults after 30 days we’ll be happy to help. If the product is still within warranty we can advise you on the best options to have it repaired quickly, if its outside warranty we can give you alternate repair options, some of these may be chargeable. These do not affect your statuary rights.

Please note a handful of manufacturers include a warranty registration form in the box which may give you additional benefits – please don't forget to complete this and send it off within the specified time period.

If you have purchased a Kitchen Appliance for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. These terms do not affect to your statutory rights. Please refer to our Commercial Terms for more information.

Please call our Sales team to enquire about warranty extensions.

If you need to return goods to us please:

  • Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging, and ensure you package the product well. We may not accept liability for any goods damaged in transit due to insufficient packaging and a replacement or refund may not be offered. To speed up the processing please ensure that the RMA number is clearly visible on the outside of the packaging.
  • Make sure all goods are tested on return to verify the fault and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you. Software problems are not covered as part of the standard manufacturer's warranty. If no valid DOA reference is provided with the return we will need to make further inspections, if the goods aren’t faulty they will be returned to you with a processing fee.
  • Depending on the type of product fault we will either arrange a courier collection or request that you return the product to us directly. If we arrange a courier collection of your product we will specify a date for collection, however as we are unable to specify exact collection times this will require someone to be present when the courier arrives. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. If we ask you to return the product to us directly, please send it to the returns address at the end of this document.
  • Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods.
  • Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

*Your warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded. These terms do not affect your statutory rights.

To view a list of manufacturers contact details click here.

To speed up the return request log into the Order Tracking System and create a Return.

If you have any other queries please send us an eMessage.

How to contact us

We hope that your experience of shopping with us has been more than satisfactory - but if there's something you're not happy with, we'd like to hear from you so we can try and put things right.

Contact us straight away

In the first instance, please contact our Customer Service Department as soon as possible.

Telephone number: 0871 984 4416 (calls cost 13ppm plus your network access charge)

If you're an existing customer and you'd like to chat to us about your current order, you can find a local rate phone number on your order confirmation email. This is usually free to call from most landlines and mobile packages.

Emessage: You can also contact us by eMessage. We aim to respond to all eMessages within 4 working hours.

Need to escalate the complaint? Click here for our Complaints Procedure.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

As a Producer under the UK WEEE Regulations, we comply with its Producer Obligations by being registered as a Member of the WEEECare Compliance Scheme and obtaining the WEEE Producer Registration Number – WEE/FB5353ZX

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £19.98 (inc VAT) - this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.

Alternatively, there is a network of recycling centres across the UK where consumers and end users of WEEE can also take WEEE free of charge to be discarded, reused and/or recycled. The complete list of locations can be found at: www.recyclenow.com

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

Click here to see the WEEE information for the Republic of Ireland

 
 
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