Returns Policy

How to cancel your order

Undelivered

If you want to cancel an order that has not been delivered yet please email info@premierappliances.co.uk or phone us on 01772 963159. Please state your order number or delivery address to help locate your order.

Once we have received your request, we will make contact with you to confirm we’ve received your request. Please do allow 14 working days for your refund to process once we have confirmed your request has been received.  

Returning Unwanted Products

To return unwanted appliances please contact our customer service team via email or phone to arrange a collection.

Depending on the size of product and location, a charge may be applicable, our customer service team will advise prior to booking this.

 

You must provide notice of cancellation within 14 days of when the item was first delivered to you. You then have 14 days from the date of informing us of your decision to cancel to ensure the item is returned to us. 

You are able to unpack the appliance and inspect it as you would have if you bought the item from a shop. However, all packaging must be undamaged and reusable. You must not attempt to install or use the item. The item must be undamaged and returned to us without any marks, or damage to the item itself or its packaging.

If the item is returned with damaged packaging or as damaged, this will affect our ability to resell the item as new, and subsequently we will likely charge you for the loss of saleability as this will incur a restocking fee. Where you have not used the product and it is returned in the original packaging undamaged and complete you will receive a full refund within 14 working days of the return of the item.

This returns policy for unopened goods is in addition to your normal statutory rights and applies to purchases in store or online.


Returning a Damaged Item

If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.

For large appliances our couriers will unpack your item in a room of your choice. Should any damage be visible, this must be reported to the courier. If you wish to reject the item based on damage, the courier will return the item back to us. We ask that you contact us once rejected to inform us of your decision regarding a replacement unit or refund.

We cannot offer returns for any damaged items once the first 48 hours from delivery passes. It is your responsibility to ensure the item is checked for damage within these timeframes.

Please note that a damaged item is NOT classified as a faulty item, damage can be seen by inspecting the item visually. Faults by nature are normally electronic or mechanical and therefore cannot be seen visually.

Please note faults are not considered to be faults in the following instances;

  • Accidental damage by you
  • Damage whilst in you care
  • Neglect i.e. lack of maintenance
  • Misuse
  • Incorrect installation

 

Received a faulty appliance

All products are sourced direct from manufacturers, however, if you have found a fault with the product, you have a right to either a refund, repair or replacement.

If the fault has been confirmed within 30 days of delivery or purchase, you will be able to return the product for a full refund, repair or replacement.

If the fault has developed after 30 days, we can provide the manufacturer contact details for assistance. In the event the item needs to be collected an uplift number will be provided by the manufacturer which we will require to arrange the collection. Following this, you can request a replacement or alternative model.