Shipping policy

Contents

Preparing for delivery

To help ensure your delivery runs smoothly, please review the points below before your scheduled date. If you have any concerns about access or your property, contact us as soon as possible on 0161 794 3030.

  • Measure doorways, hallways, and the appliance space to confirm everything fits.
  • Clear the delivery route from your front door to the intended room.
  • Protect your flooring before our team arrives — floor protection is your responsibility.
  • If you have requested appliance removal, ensure the old item is disconnected and pulled out ready, unless you have separately purchased a disconnection or installation service from us.
  • Ensure someone is present for the entire delivery day — SMS notifications are only sent once our vehicles are loaded.

Due to insurance requirements, all appliances must be placed inside your property or garage. We cannot leave items outdoors or unattended. Photo confirmation of the indoor placement may be required, or we will be unable to complete the delivery.

Failed deliveries

A £39.99 failed delivery charge applies once an appliance has been loaded onto the delivery vehicle. Please do not select a delivery day unless you are available for the entire day, as SMS notifications are only sent once our vehicles are loaded.

A delivery will be considered failed if:

  • No one is present at the property to receive the goods.
  • Access restrictions were not communicated in advance and prevent delivery.
  • The appropriate delivery option was not selected (e.g. more than 3 steps but one-person delivery chosen).

What to expect on the day

Deliveries are scheduled between 7:00am and 7:00pm.

  • The evening before your delivery you will receive a text with a 2-hour delivery slot.
  • On the day you will receive SMS updates and a tracking link when the driver is on their way.
  • Delivery times are estimates and may be affected by unforeseen traffic or road closures. We will always do our best to meet your slot and provide real-time updates throughout the day.

One-person delivery
Standard delivery is carried out by one person and covers up to 3 steps, into a ground floor room of your choice (or upper floors where a lift is available). If you have more than 3 steps you must select the two-person delivery option to avoid a failed delivery charge.

Two-person delivery
Our two-person team will carry items up to a maximum of 3 flights of stairs where no lift is available and where it is safe to do so. Please ensure all access routes are clear and wide enough for your appliance.

Installation service
If you have chosen our installation service, the team will unpack, install your appliance, and remove all packaging. Installation uses your existing plumbing and electrical connections — we cannot modify or extend these. For local installations (within 20 miles of our Manchester store) we can also disconnect and remove your old appliance.

Large appliances
Range cookers and American fridge freezers require wider access, typically double-door width. Please make as much room as possible before our drivers arrive.

Access & property requirements

Please notify us in advance if any of the following apply, as they may affect your delivery:

  • Parking permits or traffic-restricted areas
  • Width-restricted roads or low bridges
  • Bus routes near the property
  • Steps to the property entrance
  • Active building work or skips on the access route
  • Gravel driveways
  • Upper-floor delivery with no lift
  • Yellow lines or other parking restrictions
  • Property not yet on sat nav (e.g. new builds or narrow lanes)

Failure to notify us of significant access restrictions may result in a failed delivery charge. Call 0161 794 3030 if you are unsure.

Changing your delivery date

If you need to change your delivery date please contact us as soon as possible on 0161 794 3030. Changes made after your appliance has been loaded onto the vehicle may still incur the failed delivery charge.

Stock & delivery timescales

We hold thousands of appliances in stock and most can be delivered within a few days. On occasion we may need to order an item from the manufacturer or a satellite warehouse, which can extend delivery to 3–30+ working days. If there are any unforeseen delays we will contact you by phone or email.

Where we are awaiting stock, any delivery dates given are estimates only. Please allow enough time for your appliance to arrive before arranging a tradesperson for installation — we cannot be held responsible for costs or losses resulting from delays in delivery.

Reporting damaged goods

Any damaged items must be reported to us within 48 hours of delivery. We cannot replace or refund items where damage is reported outside this window.

If your item arrives damaged:

  • Do not install or use the product. Using or installing the item will be taken as acceptance of the goods and we will be unable to exchange it.
  • Contact us within 48 hours with a photo of the damage.
  • Retain the original packaging — we will not accept a damaged goods claim if the original box has been discarded.

Returns & cancellations

You are entitled to cancel your contract providing you exercise your right no later than 14 days after the day on which you receive the goods. Your right to return does not apply to goods made to your specification or clearly personalised (e.g. a door change or bespoke item). Business-to-business transactions are excluded from cancellation and returns terms.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them until they are collected or returned.

Return collection fees

A collection fee applies for the return of goods. The fee varies by appliance size:

  • American fridge freezers or French-style fridge freezers — £130
  • Range cookers — £130
  • Fridge freezers — £85
  • Washing machines, tumble dryers, dishwashers, standard cookers — £75

Collection will only take place from the original delivery address. You may alternatively return items at your own cost within 14 days of cancellation. We recommend using a recorded delivery method and insuring the goods against transit damage.

If you purchased items as part of a multibuy package, the pricing of remaining items may be subject to change if one or more items are returned within your 14-day return period.

If an appliance has been installed and/or used, or can no longer be sold as new, a reduction of up to 50% of its value may be applied to any refund due. This does not affect your statutory rights.

Refunds

  • Refunds will be made within 14 days of the appliance being returned to us, by the same payment method as the original transaction.
  • If you cancel after goods have been despatched, the actual cost of collection or re-delivery will be deducted from any refund due.
  • We will not refund supplementary delivery costs if you chose a delivery type other than our standard service.
  • Returned appliances will be inspected to confirm they are in original condition and include all accessories, manuals, components, and any free gifts supplied.
  • We reserve the right to claim for any damage to the appliance that occurred whilst in your possession. This does not affect your statutory rights.

Faulty goods

Claims regarding faulty goods are subject to the terms and conditions of the manufacturer's warranty, though this does not affect your statutory rights. If your product does not appear to be functioning correctly:

  1. Check the manufacturer's instruction manual and follow the fault-finding guide.
  2. If the product has been installed, the manufacturer will need to send a service engineer to inspect the appliance and establish the nature of the fault.
  3. If the product is found to have been installed incorrectly, the manufacturer reserves the right to charge for the service call.

A qualified Gas Safe registered engineer is required for the installation of all gas appliances. Our team of Gas Safe engineers can install appliances within the Manchester area — see our installation pricing for details.

Exchanges of faulty goods

When a manufacturer deems an item unrepairable within the warranty period, they will issue an Uplift Number — this authorises us to exchange the goods. You may then:

  • Exchange for a like-for-like product.
  • Choose a different product — if more expensive you will pay the difference; if cheaper, we will refund the difference.
  • Opt for a refund — a fair usage charge for the period you have had the product will apply.

When we deliver a replacement, the faulty appliance must be disconnected and available for collection at the same time. We will not leave a replacement unless the faulty item is ready to be taken away. If we originally installed the appliance, we will disconnect it and install the replacement free of charge.

Warranties

All new products carry a manufacturer's warranty, with the length of parts and labour coverage listed on each product page. Optional extended warranties are available to purchase. Warranties are only valid where the appliance has been used solely for domestic purposes on domestic premises.

Any appliance with a guarantee of more than 12 months must be registered with the manufacturer within 28 days of receipt to qualify for any additional coverage. Claims for promotional warranties must also be registered within the timeframe set by the manufacturer's terms and conditions.

Flooring responsibility

Customers are responsible for protecting their flooring during delivery and installation. We recommend covering floors with appropriate protective materials before our team arrives. Any damage to flooring, carpets, or floor coverings that occurs during delivery or installation is the customer's responsibility. Our team will take reasonable care, but floor protection remains your obligation.