Placing Your Order

Our website is designed to help you through the purchasing process.

We are flexible to your needs, providing three ways to place your order.

Click -	Search our entire catalogue from the comfort of your own home and make an online purchase that can be delivered straight to your door or place of work.
Call -	Our sales team are happy to take your call and are highly trained and experienced so will be able to answer any queries you may have.
Collect -	Do things the “traditional” way and visit us at one of our showrooms and browse our huge range of selected products.

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Payment

We accept all major credit and debit cards, including Visa, MasterCard, Switch, Delta, Maestro, Solo and American Express for delivery to the card registered address.

If you require delivery to a family or work address this is possible but may delay your delivery in respect of additional checks needing to take place. Proof of identity will be required to help avoid malicious use of your card and help to prevent cases of fraud.

We also accept PayPal, Google Checkout and Amazon Checkout as a means of payment. You can select any of these payment methods from the basket page.

Product Availability

All orders are processed and shipped as quickly as possible. This is made easier by our large warehouse facilities that enable us to keep large stocks of popular items. We keep stock availability on our website as accurate as possible to ensure you know when your earliest delivery is available. In rare instances where our stock is fully allocated we may ship direct from the manufacturers to you, further enabling a faster delivery.

If for any reason the product or promotion you've ordered is no longer available, or there’s been a price change, we will notify you within 5 working days and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place upon despatch of your products.

Promotional Codes

How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "Apply". You will get a notification to say it has been successful and the discount which will be visible on your order.

If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout.

Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date. We reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice. If you exploit a promotional code we have the right to contact you to return any items which were obtained that didn’t meet the criteria of the promotion.

Care Plan

Protect your new Appliance against the cost and hassle
of unexpected failure.

Why is our Care Plan so good?

It's cheaper than a single call-out! You could end up paying from at least £20 for a washing machine just for a service call - and that's without labour and parts.

We'll cover you for accidents! We understand that occasionally things can happen by accident which can leave you with a damaged machine, taking out our care plan will cover you for situations like this; giving you complete peace of mind.

Your call will be dealt with in one contact centre. You won't be passed from one place to another until you find the person you need to talk to.

No excess charges. There are no hidden fees! All genuine repair costs including parts, labour and call-out charges are with no excess or upfront payments needed by you.

No limit. If you continue to experience problems, you are eligible to use your care plan - as many times within the agreed contract term, provided the total costs do not exceed the original appliance value.

Replacement issued if repair isn't possible. If we can't repair a product covered under warranty for any reason, we aim to replace with the very same product. If that's no longer available, we'll discuss with you the closest available replacement.

Click here for the Key Facts

Call the Care Team now to add peace of mind to any item bought from us, on 0844 893 7998.

Order Tracking

We now offer an order tracking service - an easy way for you to find out more about your order.

Click here to go through to Order Tracking.

You'll need your Sales Order Number and Email Address.

Delivery Prices

Additional charges apply to the following areas; Scottish Highlands and Islands, N.Ireland, Ireland, Channel Isles, Isle of Wight, Isle of Man.

Most products on our website are in stock and available for next day or 3 day delivery.

In the rare case an item is out of stock , we will contact you as soon as we have delivery details from the manufacturer so you can choose a convenient delivery date.

Rangemaster cookers are built to order so the lead time for these products is 4-5 weeks.

For most appliances we use two-man delivery teams to ensure that your goods arrive safely. As part of this high quality service our drivers will deliver your new appliance into your home, unpack it, allow you time to check for any damage before asking you to sign for the goods and then take all the packaging away with them. Deliveries can take place from 7am till 8pm.

Late Delivery

On the rare occasion that your goods don't arrived when expected, please follow the link above to go to our order tracking service.

If we have promised to send your goods to you on an agreed date and we fail to deliver, we will refund you the difference between the priority delivery service and our standard service or £5, whichever is the greater. To request this fixed compensation, please send us an eMessage.

Special orders, and appliance deliveries may have additional manufacturer supply delays that are beyond our control, but we will work together to try and ensure this doesn't affect your expectations.

We highly recommend that customers do not book fitters or engineers until you have received your goods and you're fully happy with your purchase.

Failed Delivery

We understand that sometimes you will not be available to receive your goods. If you have ordered a small item, it may be left at your local post office for you to collect. For large items, if you are not available to receive your goods, there will be a redelivery charge. Unsuccessful deliveries will be charged the return delivery fee to our warehouse.

Customer Reviews

Honest and genuine reviews are the best way for you to tell what we are really like. Rather than us telling you we have the best offers, deals, service and expertise, you can see it for yourself in our customer reviews.

If you'd like to read our customer reviews or even submit a review then go to our dedicated page: Appliances Direct Reviews.

No Quibble Returns

Worried you may have made the wrong choice? With our no fuss 7 day returns policy it doesn’t matter as you can send the goods back to us and you’ll receive a full refund.

Before delivery:

We want you to be entirely happy with your purchases from us. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason and there is no cost for making this cancellation.

During delivery:

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.

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.

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 check everything on delivery. If this is the case and any problems are noticed after the 7 day period, and the products are still unused, we recommend you contact us to discuss the situation and we will advise as best we can.

After delivery:

We advise you check the products as soon as they are delivered so that any problems can be raised with the delivery drivers immediately. We also allow 7 days from the day following your delivery to let us know if you find you want to return your product(s) as long as they are unused.

To process the return it’s always quicker to first obtain a Returns Number (RMA). To obtain your RMA number you will need to complete our returns form.

Returns: Terms and Conditions

You may cancel your order within 7 working days for the day following delivery subject to the following conditions:

For all cancellations:

1. You must cancel in writing within 7 working days from delivery.
2. You are responsible for the cost of sending back the goods.
3. You have 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.
4. 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 or missing any of the supplied equipment, manuals and accessories, will be rejected and returned to you.

For speed of collection with product insurance we recommend that you use our collection service - charges from £20.

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. We highly recommend that you use the original packaging as this will help prevent any damage in transit. Any missing items, including manuals, will be charged to you so please make sure these are returned at the same time.

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 can't be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing within 7 days will be returned to you for an administration fee of £49.)

Cancellation

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

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, this must be at least 3 working days before delivery is due for there to be no cost for cancelling.

You can also cancel your order within 7 working days from the day following delivery. (Excludes business customers).

Click here for details about how to cancel your order and return your goods to us.

Faulty Items

PLEASE REGISTER YOUR PRODUCT WITHIN 28 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.

Faults Occurring Within 28 Days of Receipt: If any of our products develop a fault within the first 28 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 much faster to call the manufacturer direct in the first instance who will arrange for a onsite visit from an engineer. 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. 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. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).

Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.

Faults Occurring After 1 year but within manufacturer’s warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.

Faults Occurring Outside Manufacturer’s warranty period: As an additional service we are able to quote on repairs for some items. This does not affect your statutory rights. Please contact us by eMessage for more details.

Please note a handful of manufacturers include a warranty registration form in the box - don’t forget to complete this and send it off within the specified time period. If you have purchased an Kitchen Appliance for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information

For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer’s warranty. Please call our Sales team on or send us an eMessage to enquire about warranty extensions.

These terms do not affect to your statutory rights. Please Click Here for Faulty Goods Return Policy.

Damaged/Missing Items or Wrong Items

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by HiWay, 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.

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

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 that your items will have been checked and reported within 5 days. 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

In order to help us resolve issues arising from these problems, please use our Online Returns Form within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.

After Sales Service

We operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.

Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer's specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. We aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.

Technical Help

Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.

If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.

Website Security

We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128 bit encryption.

If you have any questions/comments about privacy or security, please contact us via the eMessaging service.

Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.

In addition, from time to time we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.

View our full privacy policy.

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.

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.

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.

Commercial Purchases

For any enquires regarding purchases for commercial use please read our terms.