Terms and Conditions
We’ve tried to keep our Terms and Conditions as clear as possible, and give you all the information we can (but not too much) about your online transactions so that you completely understand the whole process, from order to delivery and beyond. It’s really important to us that your online shopping experience meets expectations, so please spend a few minutes and read on. You’ll need to accept our T’s & C’s every time you make a purchase – they might change from time to time, so do check the date at the top of the page.
Please note that different terms (including prices, charges for services, availability, delivery times and returns policies) apply to purchases made in one of our stores.
Our contract after you have ordered
Firstly, don’t panic if you make any mistakes during your order, you can correct any input errors right up until you confirm payment. Once you’re happy everything is correct and you’ve submitted an order you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered. You’ll then receive an email headed ‘Your Home Appliances Online Order ’ recognising receipt of your order. We will then send a further email headed ‘Order Details’. This second email also lets you know how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.
Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time, even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.
If you choose our Reserve and Collect service you will be given a reference number and details of your order. You will not be asked to pay until you collect the goods from your chosen store.
Because all Reserve & Collect sales take place in our stores, sales are subject to the normal in-store terms of sale, statutory rights and the Manager’s discretion. Just take your Reserve & Collect print out and/or reference number with you and our store will sell you the goods at the website price or store price, whichever is cheaper.
Prices and payments
As you would expect all our prices are in UK pounds. The total cost of your order will be the price of the products you order, the delivery charge (if any), plus any additional services you choose e.g. premium delivery or installation. You’ll see all these in your Shopping Basket before you submit an order. Payment is deducted once an order is submitted.
When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
Restrictions – age requirements and limits on orders
Some of our products have a minimum age requirement (computer games for example), and by ordering you are confirming that you are of the required age. Your age may be checked using an approved age verification service.
Please note that we are only able to accept orders for a maximum of 2 PAYG mobile phones.
Delivery and installation services
You’ll find all the finer details about our delivery (including where we deliver to), installation and recycling services in our Customer Services section.
Disconnection of your old appliances
You’ll need to have safely disconnected your old appliance prior to our arrival unless you have chosen one of our installation services for your new product. Gas and dual fuel cookers must be disconnected by a Gas Safe registered engineer and mains wired electric cookers should only be disconnected by a qualified person.
For most large products we can take away your old appliance for you when we deliver your new one. Full details can be found in our Recycling section
Missing, damaged or incorrect orders
We do everything we can to ensure your order arrives at your door complete and safely. If you don’t receive all of your products at once, you can check that they have been dispatched using our tracking facility detailed in the order details. If it’s not on its way or order received is incorrect , you can contact us firstname.lastname@example.org.
In the unlikely event that the product arrives damaged please contact us immediately. If a large item weighing more than 30kg arrives damaged you can refuse delivery on the day, and must contact us within 48 hours detailing the damage to avoid any delivery charges.
Returns/cancellations and after sales policy
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging and warranty/security seals not damaged/removed. This option is available for 14 days after delivery. In all instances buyer pays return postage.
In all cases, please contact us to obtain a return authorisation, parcel label and instructions on how to return the purchase.
Home Appliances Online will not be held responsible for any loss, damage or costs incurred by the customer if our returns procedure is not adhered to fully.
Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition, undamaged and returned in the original packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input or removed any parts/data on them. Whilst the goods are in your possession you must take reasonable care of them. DVDs, CDs, memory cards and software packaging discs must still be sealed. If you want to return a Software Product Activation Key card which is not faulty, the silver strip on the back of the card must be fully intact as new and any items such as Laptops and small appliances that have warranty seals must not be tampered with partially or completely damaged or removed.
In the case of a service contract or a contract for the supply of a digital download, the cancellation period will expire after 14 days from the day of the conclusion of the contract.
There are two ways to refund/cancel your purchase:
You can return the product to our store with a copy of your receipt and have your transaction ID so we can process the credit or you can return item via post. Items sent back are at your own risk, therefore please have correct level of insurance cover in place and must be traceable. Please keep a copy of proof of postage. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel. You can cancel your order by contacting us email@example.com.
Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you or use.
If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed.
Please note that it can take up to 14 working days for a refund to appear in your Paypal account.
We cannot refund/cancel your purchase:
- If you return your product to a store without proof of purchase
- There is a contract for services with the product and you have started using the services; this would include, for example, a mobile phone subscription
- The seal has been broken on any DVDs, CDs, memory cards or software, including games, or on any personal hygiene products such as shavers
- If the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed
- the goods were a special order to your specification
- If the warranty security seal has been tampered with or partially or completely damaged or removed, the goods were a special order to your specification.
It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible. We advise before you return a product, please check that there definitely is a fault to avoid unnecessary delivery costs.
We do not stock spare parts, and are unable to send replacement parts.
You always have the option of an exchange or refund if the fault occurs within 14 days of delivery. Most items normally come with at least 12 months Manufacturers Warranty, so if the fault with your product occurs within this period we will offer you a prompt repair service*. In all cases we reserve the right to inspect the product and verify the fault for a refund or exchange. The product must be in otherwise “as new” condition, complete with any accessories and free gifts offered and if possible, with the original box and packaging. If a DVD, CD, or software item is faulty under guarantee we will happily exchange it for the same title or offer a refund.
You can either return the product in person to our store** or post it back to us. Refunds for faulty goods include the applicable delivery charge and you will not be charged for collection. If you return item by post you must ensure correct level of postage insurance is paid and retain proof of postage. Replacement goods are sent by standard delivery. If a fault occurs while you are abroad, please contact us to discuss how we can assist.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries and ink cartridges are covered by guarantee for 3 months after delivery.
*Often repairs will be carried out by the manufacturers’ own service teams with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers. If we refer you to such a repair centre when you call us, please be assured this is to help you get the right service for your particular product as quickly as possible. If you’re not happy with their service we urge you to let us know.
** Excludes goods delivered direct from the Manufacturer
For all returns and after sales service, please contact firstname.lastname@example.org and we will assist you. Items delivered direct from the Manufacturer cannot be returned to one of our stores.
For more details please see returns policy
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.
We, our Group of companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Additional terms and conditions may apply for prize competitions and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the Home Appliances Online website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply. We acknowledge we have a legal duty to supply goods that are in conformity with a contract.
Home Appliances Online is a trading name of Home Appliances Online Ltd, 10 Osborne Road, Oldham, Lancashire OL8 1SJ, registered in England No. 09509292, VAT No. 212 280 258.