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After you've ordered

Tracking your order

Want to know how your order is progressing? Log into the order tracking portal below; you just need your sales order number and email address.

Click here to go through to Order Tracking.

Changing your delivery date

Give us a call on 0330 041 2271 if you need to change your delivery date. We’ll need at least 3 working days’ notice to make the change.

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 Returns

Ordered the wrong item? Or not happy with the product? You can return it to us within 14 days of delivery. The product must be unused.

If the item has been used or installed we will only make a partial refund to cover the loss in value of the product which can be up to 50% of the price of the product.

  1. Log into our returns portal to create a return request
  2. We'll get back to you within 48 hours to authorise the return.
  3. You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
  4. Once we've received the product back we’ll check it over and then contact you with the next steps.

Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.

My product arrived damaged

Please contact us immediately on 0330 041 2271 to report any damage.

It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.

For our large appliances delivered by a 2 man team we offer an unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required, this speeds up the process for us to send a replacement.

Please check your new item as soon as it arrives, you should report any damage or missing items within 14 days of delivery. Any requests made after this time will be treated on a case by case basis.

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.

My new product is faulty

We’ll sort it for you.

All our new products come with at least 12 months warranty for UK and Irish consumers. In over 50% of cases we find that products aren’t actually faulty, we will arrange the repair for you, but we find it’s always useful for you to contact the manufacturers helpline first who’ll help you diagnose the fault and try to resolve it on the call, if they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action.

Faulty within 30 Days:
For repairs and replacements of large appliances and TVs we can arrange a repair between you and an engineer, but it’s often quicker to contact the manufacturer’s helpline directly who diagnose the issue and send out an engineer to your house, however we will happily do this for you if you prefer.
You can find the manufacturer contact details here.

How to return a product to us:
Where possible please contact the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, this will help speed up the process.

  1. Log into our returns portal to create a return request.
  2. We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
  3. Once we've received the product back we'll check it over and then contact you with the next steps.

Faulty after 30 Days:
We’re happy to help. If the product is still within warranty we can advise you on the best options to have it repaired quickly in your home for large appliances or at an approved repair centre for other items, if it’s outside warranty we can give you alternate repair options, some of these may be chargeable. These do not affect your statuary rights.

We're here to help

We love speaking to our customers! We don’t hide our contact details away, feel free to get in touch whichever way suits you best.

See our customer service page, for the most ideal way for you to get in touch with us.

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.

Need to escalate a 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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