Returns & Cancellations
Returns & Cancellations
If you are not 100% happy with your new product, whether the product is faulty, damaged or just not really what you wanted, we will help you out:
Returning or Replacing a Faulty Product
If your product is faulty and does not work as specified or even at all, you have 14 days to return the product back to us so contact our store and our staff will endeavour to assist you with replacing your faulty product or assist you with receiving a full refund.
When returning anything, just make sure you have proof of purchase such as store receipt or confirmation email.
Make sure the item (and any free items that came with the product) are:
- unused (with any tags still attached)
- in original packaging
- in a resalable condition
Faulty items - If you've had your item less than 28 days, we'll happily replace or refund it if it's faulty. If you've had the item between 28 and 365 days we'll get it repaired, replaced or, if neither are possible, refunded.
If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you.
We'll refund your money to the original payment method. If you paid on card, it can take up to 7 days to appear back in your account. PayPal refunds can take up to 30 days.
Returns and refunds
Returns & Cancellation of Orders
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.
Returning an Unwanted Product
We are happy to return a product that you have changed your mind about, with a refund being made before 7 days after delivery. However, if you have used or installed the product, we will only be able to offer you a refund of up to 50% of its’ value. Please contact us to discuss your options.
Returning an item to one of our shop
Our returns policy
You can return or exchange unwanted items up to 7 days after purchase.
Items must:
- Be unused and in their original condition (including all labels and tags intact)
- Not contain personal data or have been manufacturer-registered (for phones, tablets, computers, etc)
- There are some items that we can't return or exchange unless faulty. Read our return policy to find out more
How to Return
Simply bring the item to your local Appliancentre shop with proof of purchase e.g. receipt, delivery note or order number.
Returning or Replacing a Damaged Product
We apologise that you have received a damaged product. Please contact our store with a description of the damage and any information on the driver who delivered it, to discuss replacing or refunding you your damaged product.
Faulty Item
Before contacting us, please try the following:
- Check if you have a product manual
- If you received a product manual with your purchase, it may contain helpful information and guidance for setup and common issues.
It may also be useful to check the manufacturer's website for product support and guidance.
Read our troubleshooting guides
Our troubleshooting guides have useful advice for typical problems with washing machines, tumble dryers, dishwashers, refrigerated appliances and TVs.
If you're still having difficulty with the item, simply contact us to arrange a repair or replacement.
You can also take the item into your local shop, along with your receipt, delivery note or order number.
Damaged on delivery
We're sorry your item arrived damaged
So we can resolve this quickly, please follow these steps before the call.
NEXT STEPS
- Take photos of the damaged item
- Send them to us and tell us what you can about the damage. When you submit your email, you'll get a case reference number.
- Call us and quote your case reference number
Exchanging an item
What is your reason for exchanging the item?
I no longer want it
Exchanging a small item
If the item weighs less than 15kg, simply bring it into one of our shops to make an exchange.
We can exchange an item up to 28 days after purchase if it meets the conditions of our returns policy.
Exchanging an item you bought online
If you bought the item online, you can also simply place a new order for the item you want, and return the item you do not want.
There are some items that we can’t exchange unless faulty – read our returns policy to find out more.
It's a faulty electrical item
Before contacting us, please try the following:
- Check if you have a product manual
- If you received a product manual with your purchase, it may contain helpful information and guidance for setup and common issues.
It may also be useful to check the manufacturer's website for product support and guidance.
Read our troubleshooting guides
Our troubleshooting guides have useful advice for typical problems with washing machines, tumble dryers, dishwashers, refrigerated appliances and TVs.
If you're still having difficulty with the item, simply contact us to arrange a repair or replacement.
You can also take the item into your local shop, along with your receipt, delivery note or order number.
Other
We're sorry there is a problem with your item
Please contact us and we'll try to resolve your issue. If you bought the item online, please have your order number ready.
Phone
Speak to one of our Partners and have your order number ready, if you have one.
0345 017 0803
6 days a week 9:00am - 6:00pm (Mon - Sat)
Please note: if you prefer to email us, it may take up to 24 hours for a response and longer for us to resolve your query. We recommend phone or chat for a quicker response and resolution.
Check the status of a refund
Information about our returns policy
You can find out more about your refund and when you can expect to get your money back in two ways.
- FROM YOUR ACCOUNT
Check the online order details in your account. When we have processed your return, we'll show you the item you returned alongside your refund details. - FROM YOUR CONFIRMATION EMAIL
We sent you a confirmation email when you placed your order. If you weren't signed-in while ordering, use the links in your confirmation email. - HOW LONG WILL A REFUND TAKE?
This varies and depends on how you choose to return the item. Below are our return options, click one to find out more.
Returns Policy
Returns Policy. Our customers terms & conditions
Our returns policy
If you've changed your mind about keeping your purchase, please return it within 28 days in its original condition with proof of purchase. We'll exchange or refund it, as long as it meets our terms and conditions explained on this page.
By original condition we mean:
- You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
- You haven’t used the product.
- The product contains no personal data and isn’t registered to a user.
How to return
Online purchases can be returned to us in an Appliancentre shop, via the post, or any of our Click & Collect locations.
See how to return an item
- Sign in to start a returnSign in to start a return
- What can't be returned
- These products can only be returned if they’re faulty or not as described.
Purchases received over 30 days ago
- Items you’ve opened or unsealed, other than where necessary to inspect
- Items without the original packaging or labels
- Items or packaging in poor condition
- Items that contain your personal data or have been registered with the manufacturer
- Products made or cut to your own specifications
- Products that have been personalised for you
If you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your receipt or order confirmation.
How you'll be refunded
You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.
Returning faulty items
If your product develops a manufacturing fault within 28 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data.
After 28 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Get in touch if your item is faulty.
None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. More information on your rights under Consumer Contracts Regulations 2013.
Returns cost
- Small items that can be posted to us or taken into a shop are free to return.
- Large items that need to be collected from you are free to return if they’re damaged or faulty. If not, we charge a £29.95 collection fee.
Business orders
Contact our Business Team for corporate returns.
Gifts with purchase
Free gifts received as part of an offer or promotion when purchasing an item must be returned with the main ‘qualifying’ item to receive a full refund. You can still buy the gift, provided it’s for sale on the Appliancentre website as a stand alone item, by placing a new order for it at the normal advertised price.
If you want to cancel the main qualifying item in a ‘gift with purchase’ order, this will also cancel the connected promotional (free) item. This will result in a refund of the entire order price and neither of the items will be delivered or available for collection.
Issues with your return
You should receive your refund for returns within 14 days of sending the item back.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed and your refund should be in your account within five days.
If you haven’t received your refund within 14 days of sending it, please contact us: Get in touch about your refund.
See our FAQs for other returns issues.
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