Returns and refunds
These terms apply to orders placed with , trading as , through . They sit alongside your legal rights and do not replace them.
Changing your mind
Because you buy online, you have fourteen days to cancel without giving a reason. The period runs from the day you, or someone you name, take physical possession of the goods. Where an order is delivered in parts, it runs from the day the last part arrives.
How to cancel
Tell us in writing before the fourteen days are up. Email with your order number, or write to , . A clear statement is enough; you do not have to use a particular form. We confirm every cancellation by email on the day we receive it.
Sending the goods back
Send the appliance back within fourteen days of telling us you are cancelling. Repack it in the original carton with the manuals, fixings and accessories. You pay the cost of return, which for a built-in oven, hob or hood typically falls between £30 and £70 depending on size and collection address. We can arrange a collection and deduct the actual cost from your refund if that is easier.
The condition goods come back in
You may handle an appliance as you would in a showroom: open the packaging, check the finish, open the door, look at the controls. If it comes back damaged or worn beyond that, we may reduce your refund by the drop in value.
An appliance that has been wired in, plumbed, connected to gas, or fitted into a housing or worktop cut-out cannot be returned as unused. Check dimensions and cut-out drawings before installation begins.
Refunds
We refund within fourteen days of receiving the goods back, or of the day you show us they have been sent, whichever comes first. The refund goes to the payment method used for the order and includes the standard delivery charge you paid to receive it. If you chose a faster or timed delivery, we refund the standard rate and you carry the difference. Refunds are issued in the currency you paid in.
Faulty or misdescribed goods
Under the Consumer Rights Act 2015 the goods we sell must be of satisfactory quality, fit for purpose and as described.
- First 30 days. Tell us about a fault within thirty days of delivery and you can reject the appliance and have a full refund.
- Up to six months. After thirty days we will repair or replace the appliance. If that fails, or is not possible, you can claim a refund, which may be reduced to reflect the use you have had.
- Six months to six years. The right to claim continues, though after six months it is for you to show that the fault was present when the appliance was delivered.
Where goods are returned because they are faulty or were described wrongly, we pay the return costs.
Damage in transit
Check the packaging while the driver is present and note any damage on the delivery paperwork. Tell us within 48 hours of delivery, with photographs of the carton and the appliance, and we will arrange a replacement or a refund at no cost to you.
Where cancellation does not apply
- Appliances made or modified to your specification, such as bespoke fascia panels or non-standard duct runs.
- Goods that have been installed and cannot be returned to a saleable condition.
- Business orders, which are covered by our trade terms rather than by consumer cancellation rights.
Manufacturer guarantee
Appliances carry the guarantee offered by their manufacturer, normally two years from delivery. A guarantee is an extra promise. It does not limit the rights you have against us under consumer law, and you can choose which to rely on.
Talking to us
Call or email . We answer within one working day and resolve most cases within fourteen. If we cannot agree, you may use an alternative dispute resolution scheme or take the matter to court. Nothing here affects your statutory rights.