Our Contract with you
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When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) are ready to be delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the model you need. In such circumstances we’ll refund the price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
Availability
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Filters and accessories are generally delivered directly from stock and should arrive within 3 – 5 business days of your order being placed. If your item is out of stock and likely to take longer than this, we will advise you as soon as possible and offer a full refund if required.
Many of our appliances are delivered directly from the manufacturers distributors and we do not have access to real time stock availability information for them.
We recommend that you contact us before placing an order and we will be happy to provide an estimated delivery lead time so that you can decide if this suits your requirements.
Website Information
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Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on a monitor or screen will accurately reflect the true colour of the product delivered to you. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
Prices & Delivery Fees
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All the product prices we display include VAT. Orders of £100 or less are subject to a Flat Fee delivery charge of £7.99. Orders over £100 are delivered free of charge.
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Some geographical restrictions may apply. We may not be able to deliver if you’re in the Scottish Highlands or in more remote parts of Scotland, this includes IV25, IV27-29, IV33-40, IV52-53, KW0-14. For the following postcodes, delivery fees may be higher and your order won’t be eligible for free delivery (or other) promotions: BT, GY, HS, IV21-24, IV26-27, IV40-56, IM, JE, KA27-28, KW15-17, PA20-23, PA28-31, PA34 5*, PA 34 4*, PA41-78, PA80, PH33-50, SI, TR21-25, ZE. Unfortunately we’re not currently able to offer deliveries to the Channel Islands, the Isle of Man or the Republic of Ireland
Payment
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We use PayPal as our payment partner on all orders. Don’t worry… you do not need to have a PayPal account to order from us, simply click on “Pay by Credit or Debit Card” when prompted and you can check out as a guest with no need to enter your details twice.
Pre-Ordering a Product
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Pre-order terms apply alongside and in addition to our terms and conditions of sale.
A pre-order product is a product that is currently out of stock in the UK and on will need to be ordered from the manufacturer. By pre-ordering, you are paying for and reserving for yourself a product, to be delivered as soon as it becomes available.
Payment for your pre-order is taken when you place the order.
Normal refund rules apply to pre-order products.
Failed Delivery
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If our courier is unable to complete a delivery or because you aren’t in during the notified timeslot, or for another reason that you’re responsible for, you’ll be able to rebook. You’ll be advised of the re-delivery charge for your chosen date at that point. If instead you choose to cancel your order, a failed delivery charge will apply. Please note the delivery/service charges paid when you placed your order won’t be refunded in these circumstances.
Collection
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A collection charge will apply if you change your mind about your product after delivery and need us to collect it from you in order to return it. Full details of how our returns and refunds process works are in the Cancellations, Exchanges & Refunds section below.
None of the above affects your statutory rights.
Cancellations, Returns & Exchanges
If you’ve changed your mind about your product after delivery, you’ll need to let us know within 14 days to receive a refund of the cost of the product as outlined in your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales.
To cancel an order and request collection you can either contact us by email or via the contact us page on our website.
Our charges for collecting any items you would like to return are equal to the delivery charge paid for orders under £100, £12 plus VAT for accessories orders over £100 and £30 plus VAT for appliances.
We reserve the right to charge a further collection fee if our courier arrives within the estimated timeslot as arranged but nobody is in.
If you return your product to us unused in its complete original packaging and we’re therefore able to resell it ‘as new’, you’ll receive a refund of the full price of the product. We’re happy for you to unpack the product to inspect it, in the same way you’d be able to take a look at it in a shop, but please be very careful until you’re sure you’re going to keep it. If you’ve used the product, had it installed or handled it beyond what’s reasonably necessary to inspect it, we may not be able to sell it to someone else ‘as new’. This means that where the value of the product is reduced by actions you’ve taken, we may only make a partial refund or charge you for the reduction in value.
Refunds will be made within 14 days of collection of the item. Where a charge for collecting your returned item applies, we’ll deduct this from your refund and send you the balance – so there’s no extra collection charge to pay upfront.
If you cancel an order within 14 days of delivery (i.e. during your 14-day statutory cooling-off period) we’ll also refund you any standard delivery charge you originally paid.
If Products are Faulty
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Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.
Sometimes issues that appear to be faults could be problems that arise during installation or setup. For this reason, we ask that faults are confirmed by the manufacturer following a visit from an approved service engineer. This way, we’re able to make sure there’s not another reason for the problem.
If a fault is confirmed, by the manufacturers service representative, within 30 days of delivery, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced.
If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
All appliances carry a manufacturer’s warranty. The warranty period is 2 years for cooker hoods and 5 years for venting hobs. As well as being stockists of Elica products, we are also an authorised service partner covering warranty repairs across the South of England. Should you have any problems or concerns with your new appliance, please contact us in the first instance and we will take care of things from there.
Please note, manufacturers warranties only cover domestic use, so items for use in commercial properties might not be covered. As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.
Things Beyond Our Control
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We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
How We May Use Your Personal Information
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We will use the personal information you provide to us to:
Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.
You agree that we may pass your personal information to our delivery agents, service representatives where required or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.
If you attempt to make payment but there is an error or delay in processing, we may use this information submitted to contact you to complete your order.
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General
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The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.
Should you require any further information, please do Contact us via email or the contact form on our website. We aim to reply to all enquiries within 24 hours Monday to Friday.