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Our Customer Care Team
Although we try to get it right 100% of the time, occasionally things go wrong, however we have a dedicated Customer Care team on hand Monday to Saturday to give you the best possible service in the event of a problem. Whether it’s an issue with delivery, a damaged item or a faulty product we are here to help. We see Customer Care as a very important element of your buying experience because although we try our best to make sure everything goes smoothly, we also want you to know that we’re here to help on the odd occasion that it doesn’t. We also want to make sure that Appliance City is your first port of call next time you need an appliance, and that you’re happy to recommend us to friends & family.
Returns Policy
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods. Your right to return products does not apply to goods made to your specification that have been clearly personalised such as a door change. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. Any business-to-business transaction is excluded from the cancellation and returns terms.
A collection/distribution fee for the cost of returning the goods will apply. The fee will vary based on the size of the appliance. Collection of the goods will only take place from the delivery address to which they were delivered.
Alternatively, you can return the items at your own cost within 14 days of such cancellation. Please contact our Customer Services Department prior to returning an item to us. We will make the refund no later than 14 days after the appliance is returned to us. If the appliance has been installed and/or used or can no longer be sold as new, an appropriate reduction in the refund will be applicable. For our full returns policy please visit our Terms of Trading page.
You can download our returns form below. Please fill in all mandatory fields and email to [email protected] within 14 days.
Appliance Faults
From time to time faults can develop – in the event that your appliance does develop a fault within the warranty period we can arrange for an engineer to visit your property to repair the item free of charge within your manufacturer’s warranty guidelines. However, most manufacturers will charge a callout fee where no fault is found or where the product has not been used in accordance with the manufacturer’s instructions.
Delivery Issues
In the unlikely event of there being a problem with one of your appliances either on, or after delivery, you can rest assured that we have a dedicated customer service team working Monday to Saturday to look after your every need. We understand that it’s not always possible to check your appliance at the time of delivery, however we ask that you inspect it within two days of delivery to ensure that any issues can be resolved quickly.
Manufacturer contact details
If you have a mechanical fault with your appliance which is covered by the Manufacturer’s warranty you can either give our Customer care team a call or contact the Manufacturer directly and they will arrange a service visit. Please see below a list of manufacturers along with their contact information, many of which allow you to book a visit on their website. Alternatively feel free to drop an e-mail to our Customer Care team at [email protected] and we’ll be happy to book it on your behalf.
