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Customer Care
We’re here to help if something goes wrong
Our Customer Care Team
Although we try to get it right 100% of the time, occasionally things go wrong, however we have a dedicated Customer Care team on hand Monday to Saturday to give you the best possible service in the event of a problem. Whether it’s an issue with delivery, a damaged item or a faulty product we are here to help. We see Customer Care as a very important element of your buying experience because although we try our best to make sure everything goes smoothly, we also want you to know that we’re here to help on the odd occasion that it doesn’t. We also want to make sure that Appliance City is your first port of call next time you need an appliance, and that you’re happy to recommend us to friends & family.
Appliance Faults
If your product develops a fault within the warranty period, please follow the fault finding guide in the instruction manual. If this doesn’t resolve the issue, the next step is to arrange an engineers visit. The manufacturer can inspect the appliance to establish the nature of the fault. If no fault is found, or the product hasn’t been used in line with the manufacturer’s instructions, you may be charged for the callout.
Delivery Issues
To discuss any issues regarding the delivery of your appliance, please contact our Deliveries department as soon as possible. We understand it isn’t always possible to thoroughly check your appliance during the delivery. However we do ask that you inspect it within two days of delivery. This way we can ensure any issues are resolved quickly.
Manufacturer contact details
If your appliance has a manufacturing fault and is still covered under warranty, you can contact the manufacturer directly for advice, troubleshooting or to arrange an engineer’s visit.
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Returns Policy
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods. Your right to return products does not apply to goods made to your specification that have been clearly personalised such as a door change. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. Any business-to-business transaction is excluded from the cancellation and returns terms.
A collection/distribution fee for the cost of returning the goods will apply. The fee will vary based on the size of the appliance. Collection of the goods will only take place from the delivery address to which they were delivered.
Alternatively, you can return the items at your own cost within 14 days of such cancellation. Please contact our Customer Services Department prior to returning an item to us. We will make the refund no later than 14 days after the appliance is returned to us. If the appliance has been installed and/or used or can no longer be sold as new, an appropriate reduction in the refund will be applicable. For our full returns policy please visit our Terms of Trading page.
You can download our returns form below. Please fill in all mandatory fields and email to [email protected] within 14 days.