Refund & Returns Policy
Whether you’re looking to cancel an order or return an item for an exchange or refund, there’s a few things to bear in mind. For example, if your appliance has been made to your specifications or personalised in any way, we are unable to process a return.
Below is a quick overview of our returns and cancellation policy, followed by further details. Please read our full terms of trading for full disclosure.
Quick Overview
Cancelling An Order Before Processing
If you’ve had a change of heart or no longer need the product you’ve ordered that has yet to be processed for delivery, cancelling an order with Appliance City is rather simple. Call our team on 0115 965 1937 and we can cancel your order over the phone.
Cancelling An Order That Has Been Dispatched
If you’re looking to cancel an order at the last minute, you will be charged the cost of delivery and/or the cost of carriage return. This will be deducted from the overall refund amount due to you, to cover the costs of labour, fuel and work carried out by processing your order and preparing it for delivery.
The same applies if you refuse your order at point of delivery.
Returning An Order After Delivery
Cancelling and returning an order after delivery is only available within 14 days of delivery, and if your appliance or product is unused and in its original packaging. If you’ve unwrapped the product and no longer have the original packaging, you may be eligible for a partial refund of up to 50%.
If the product has been used, we are unable to offer a refund.
Before returning any product back to Appliance City, you must have had your return confirmed by a member of our team first. You can do this by phone on 0115 965 1937.
Please see below for our full terms and conditions on refunds and cancellations, including the cost for returning your product(s).
Cancellations, Returns & Refunds
Please read our full terms of trading for all our terms and conditions
You are entitled to cancel your contract if you so wish, providing you exercise your right no longer than 14 days after the day on which you receive the goods and if the product is unused and in its original packaging. 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.
Please do not return any products to us until you have discussed your return with a customer service representative and your return has been confirmed. We may request photographic evidence of the appliance prior to collection.
You may wish to return your items via your own means, at your own cost. Alternatively, we can collect from you, however we will charge you the actual shipping cost as follows:
- Small appliances and undercounter appliances up to 60cm wide £65
- Cooker hoods & standard hobs £65
- Televisions & Entertainment £65
- Televisions above 70″ £90
- Cooker hoods above 110cm wide £90
- Standard Fridge freezers £90
- Air Venting Hobs £90
- Range cookers above 70cm width £150
- American & French style fridge freezers £150
Collection of the goods will only take place from the delivery address to which they were delivered.
An administration charge of £25 (£75 for American style fridge freezers/range cookers) will be levied should you wish to change the collection date once you have received confirmation.
Alternatively, you can return the items at your own cost within 14 days of such cancellation. We recommend that goods are returned 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.
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 you cancel an order after the goods have been dispatched, you will be charged the actual cost of distribution and/or the cost of return from the carrier. The cost will be deducted from any refund that is due to you.
Upon receipt of the returned appliance(s) these will be inspected to ensure they are in perfect condition and are include all relevant accessories, manuals, components, any free gifts etc.
We reserve the right to claim for any damage to the appliance(s) that may have occurred whilst the goods have been in your possession. This does not affect your statutory rights.
On conclusion your order will be processed for reimbursement of monies paid less any applicable collection charges & or charges in respect of missing accessories, manuals, components, and gifts.
Pricing of any multi buy package may be subject to alteration should one or more items be returned within your statutory 14-day return period.
Any visible damage should be reported to our customer service department within a reasonable period. We give a 48-hour window for the damage to be reported to our customer service team. We may request photographic evidence to support your claim.
You have a duty of care while the products are in your possession, and we reserve the right to charge you for any damage that may have occurred during this period. An additional collection surcharge of £75 will apply in certain geographical areas.
Claims regarding faulty goods will be subject to the terms and conditions of the manufacturer’s warranty but this does not affect your statutory rights. If your product appears not to be functioning correctly, please first check the manufacturer’s instruction book and follow the fault finding guide. If a product has been installed the manufacturer will need to send a service engineer to inspect the appliance to establish the nature of the fault. Please remember if a product is found to be installed incorrectly the manufacturer reserves the right to charge for the service call.
When installing a gas appliance, a qualified Gas Safe engineer is required, all appliances will need to be installed by a qualified tradesperson, who will have the proper certification.
If a fault is discovered after 30 days but within the guarantee period of your product, you should contact the product manufacturer, who will assist with your issue. Please refer to https://www.appliancecity.co.uk/customer-care/