Home Delivery Terms and Conditions – Consumer
Delivery Service Includes:
Your statutory rights are not affected by these conditions.
The goods will be delivered by our dedicated carrier service. We will contact you to arrange a delivery date confirming an appropriate day, but please note we cannot guarantee a specific time at that point. Following successful contact an email will follow confirming the agreed delivery date together with details of what you may need to do to ensure a successful delivery. Installation instructions for our cookers will be included in this email.
Prior to the day of delivery (usually 3 or 4 working days before) a text message will be sent to you reminding of the forthcoming delivery. Either on the delivery day of delivery or in some instances the day before the delivery crew will contact you and advise of the approximate time they will be arriving.
We make every effort to operate an eco-delivery day system. This simply means we deliver into set postcodes on set days thus trying to do our bit for the environment, reduce the traffic on the roads, save fuel and cutting carbon emissions.
The safety and wellbeing of our employees and you is paramount to us and our delivery crews are trained to identify hazards that may cause injury or damage. It is very important that you advises us when we are making the confirmation call of any access issues, particularly stairs or space concerns of where the product is to be taken.
We will normally be delivering to the room of your choice and we will take care while we are in your home. It is however your responsibility to ensure that there is adequate access and space to take the goods into your home. Failure to do this may mean that we may NOT be able to complete the delivery or that the product is delivered to the closest safe delivery point. If a return visit is necessary this could attract an additional charge. If a return visit is necessary due to no-one being at home an additional charge may also be levied.
If required, the product will be unpacked, allowing for inspection for any transit damage.
The delivery date can be delayed or changed but we do ask that we are notified at least 3 working days before the planned delivery date.
Accidents during delivery are rare however if we do cause any damage to property during the delivery, we will advise you about it at the time and will make sure you are not out of pocket to fix it. If you notice any damage after the delivery, you must contact customer services on 0370 7895107 within 3 days of the delivery as we may not be able to accept responsibility thereafter. We are not liable for any direct financial loss, loss of income or loss of use; any indirect or consequential loss. Nothing in these terms shall limit our liability for death or personal injury caused by our negligence.
We'll always try our very best to deliver, but occasionally we may experience delivery restrictions in an area beyond our control, for example, inclement weather causing access issues or road closure. In these type of situations we will always keep you fully informed of developments and in the unfortunate event that a delivery cannot be made we will re-schedule for the next available delivery date at no additional cost.
If an Express Delivery is required this will usually be carried out by a one-man delivery service, which is a "no frills" service which will not include delivery into the property. You will be advised in advance if this is the case so that you can organise additional resources to assist with moving the product into the house.
We'll deliver appliances to any address within mainland UK. If you are located in Northern Ireland, Eire, Channel Islands or the Isle of Man delivery can be organised but additional charges will apply. If you are located in the Scottish Islands delivery will be to the nearest mainland port only.
Gas and Electric Installation Service Includes:
If you are located in Northern Ireland, Eire, Channel Islands, the Isle of Man or the Scottish Islands we do not offer an installation service.
For any installation, before we arrive, you will need to check the dimensions of your new appliance and make sure there'll be enough room around the back and sides for ventilation once we've installed it.
We also need you to make sure you’ve got an adequate gap between the cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the hot zone isn't clear, we won't be able to complete the installation.
Before we can carry out any gas installation, there needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to the required electrical source within 1.2 metres of the installation area.
If you are planning to run the appliance using LPG, you'll need to make us aware when you place your order. This helps us make sure we've got everything we need to connect it when we arrive.
Please ensure your installation pipework is fitted with a suitable test point. Without this, your cooker connection may fail.
To install a gas appliance, our engineers will need to switch off the gas supply so that they can carry out the work safely. We'll always turn back on and attempt to restart any other appliances affected. However, on occasion, some gas appliances - such as boilers - may not restart and you may need to call out a Heating Engineer. This is very rare but if it does happen, any costs associated with this are your sole responsibility.
For electric cookers and hobs, we need to be able to access an isolation switch and electricity supply at the connection point.
We will always do our very best to connect the cooker and complete the installation to everyone’s satisfaction. Occasionally this may not be possible. If this happens, our team will do their best to help find a solution, whether that's to advise on how to rectify any problems, rearrange our visit or in exceptional circumstances refund the installation fee. If a return visit is required an additional charge may be levied.