Terms & Conditions

Our terms and conditions as set out below apply to all transactions on or relating to the Home Product Shop web site.

Terms and conditions may change from time to time; changes will be posted here and will apply to all subsequent orders received. These terms do not affect your statutory rights.

Delivery

All prices on the Home Product Shop web site include VAT and Delivery to most UK Mainland addresses unless otherwise stated. Deliveries are to UK Mainland addresses only, delivery to other destinations including, but not limited to, Channel Islands, Isle of Man, Orkney, Scottish Islands, can sometimes be arranged but may incur an additional charge. Deliveries to remote locations will take longer than the approximate times indicated online and in some cases may also incur additional delivery charges (as there are different delivery methods for different products we can not specify what will be classed as a remote location, in general parts of Cornwall, some parts of Wales and Scotland particularly the Scottish Highlands may be considered remote for some items). If you believe you may not qualify for Free Delivery please contact us for a delivery charge quotation.

Delivery of most items is usually within 7-15 working days (please allow 10 – 20 working days for American Refrigeration and Range Cookers). You will receive a call within 7 working days of placing your order from the delivery company to book the exact date (or within 10-15 working days for American refrigeration and Range Cookers). Fast Track is a faster delivery service, if you selected this option you will be contacted by our ordering team to discuss delivery before your card is debited.

All goods are subject to availability and whilst every effort is made to deliver goods within the time scales specified delays are sometimes unavoidable. We will inform you of any delays as we are made aware of them. In the event that there is an unacceptable delay for goods you have already paid for you may cancel the order (prior to dispatch), and we will give you a full refund providing the delay is not a result of any special arrangements you have requested. Cancellations after dispatch may be subject to a return cost. All cancellations made after the payment date should be made in writing.

Most manufacturers have a shut down period over Christmas and New Year, which will obviously result in some delays to orders over this time. Some manufacturers also have a summer shut down period, which may affect delivery on some orders. Our order team will advise details of such delays when they contact you.

If you are unable to take delivery on the date given, or you require special delivery arrangements, please contact us as soon as possible and we will endeavour to offer alternative arrangements. Although most carriers will agree to store goods for a short while they will not be able to do so for long periods. If delivery can not be taken fairly soon after the first available date the carrier has they may have to return the item to the manufacturer, which will result in us having to raise a repeat order when you are ready to accept the delivery, this can in turn affect the availability of the product. Delivery other than our usual service may incur an additional charge; any additional charge will be confirmed by phone. Standard delivery is a single manned vehicle delivering to ground floor properties, or double manned vehicles on some larger products. There may also be a charge imposed by the manufacturer or courier for failed deliveries that have been pre-booked for a set date. Failure to advise us of reasons why standard delivery might not be possible may result in a charge for failed delivery.

Please inspect your goods prior to signing for them; if goods are damaged or incorrect do not accept the delivery. We strongly recommend that you do not sign the delivery note before inspecting the goods, most delivery notes state that the goods are correct and in good condition, when you sign the delivery note you are indicating that you agree to that statement which makes it more difficult to resolve any problems later. Some deliveries of smaller goods are made by Royal Mail or overnight parcel couriers, in these instances you may not be able to inspect the goods fully prior to signing for them, we recommend that you confirm the model on the packaging, sign for them as “unchecked”, then check them as soon as possible after receiving them and report any problems to us immediately. Always read paperwork before signing it.

Goods should only be delivered to the address your credit or debit card is registered to. In some circumstances we may be able to offer delivery to alternate addresses, although we may request that you make payment by alternate means. Delivery should only be made to the final destination of the product, as damage resulting from transit will not be covered if you have transported the product since delivery. If you need to arrange onward transport of a product any damage later found would be the responsibility of the person or company transporting the goods onward for you. All goods delivered must be signed for by an adult aged 18 years or over.

External carriers carry out most deliveries for Home Product Shop. In the event that you have a complaint regarding the delivery you should report this to Home Product Shop and detail any claim being made in respect to the complaint. We will take the matter up with the carrier responsible for the delivery. The carriers we use have set procedures in place for dealing with delivery related problems and in some instances it is quicker for you to make your claim directly to the carrier, we will always log your complaint and provide you with any information you require to pursue the matter.

Delivery dates / timescales are accurate at the time we advise you of them. The company making the delivery will confirm the delivery date and any delays will be advised as soon as possible. Home Product Shop will not accept responsibility for failed deliveries and will not accept any claim for compensation for loss of time or other expenses subject to the delivery not being made on the originally indicated date.

Removal and Installation

Removal of your old appliance and/or connection of your new appliance (to existing services only) can usually be arranged. Removal and/or connection must be requested at the time of order, they can not be added or altered later. Due to European legislation relating to the control of CFC’s and HCFC’s removal of refrigeration products can not be arranged as easily as it can on most other items, please contact us for further details and prices (the price ranges from £45 to over £100 depending on area and size of refrigeration product). We suggest you contact your local council for advice on the disposal of any refrigeration products as some councils offer this as a FREE service and very few of them charge more than £45.00.

Ordering

You can order using our secure server (instructions are given on each page), please save or print the order details when prompted to do so.

We try to ensure all information on our web site is correct and accurate; details are obtained from Manufacturers web sites, brochures and promotional literature. Specifications and price may occasionally change. Home Product Shop can not be held responsible for errors on this site including but not limited to price. If we discover an error (including errors in price) we will contact you immediately to give you the option of reconfirming your order, and we will correct the error as soon as possible.

Line drawings are for guidance only, you should always check with the manufacturer for exact measurements before commissioning kitchen fitters to build units specifically for certain models. The line drawings supplied by the manufacturer show approximate sizes and should not be relied upon to be exact.

We reserve the right to withdraw goods from sale at any time.

Payment can be made using most major credit and debit cards, cheque, bankers’ draft or cash. We do not make a charge for credit card transactions. All cards used should be registered to a UK address. Cash must be paid in person at our Dunstable sales office and cheques or bankers’ drafts must have your full name, address and online order number written on the back. Cheques and Bankers Drafts should be made payable to "Direct Electricals Ltd" (our parent company). We require all cheques and bankers’ drafts to clear before we will process your order. Details of your order (product details, price, delivery address, and delivery time scale) will be confirmed by phone before your card is debited, after your cheque has cleared, or once your cash payment has been received. Acceptance of your order is taken to be at this time for cheque and cash payments, acceptance of credit or debit card orders is taken to be once the transaction has been settled by the card issuer.  In some cases your details may be confirmed by email if we are unable to contact you by phone. If we are unable to contact you, your order will be held as pending, goods will not be dispatched and your card will not be debited. If you give a contact number for somebody other than yourself you should ensure that they are fully aware of the order and you are happy for them to confirm any details, they will also be advised of any changes to lead times etc. and you should confirm with them that they have been contacted and check whether any details have changed or still need to be confirmed. We will verify all debit and credit card details with the card issuer before processing your order, the card issuer will usually reserve funds for the transaction but we will not draw on those funds until after we have confirmed your order details. Once payment has been taken and your order accepted we will send confirmation of your order by post in the form of an invoice; this will include our contact details and your customer & order numbers. In the event that we do not contact you within 3 working days of you placing your order please telephone our sales team. The order number on the automated response is a temporary number and will change once your order is processed, the order number you should quote when contacting us is the one displayed on your invoice (Please also include the Customer Number from your invoice in all correspondence). All customers ordering from us will receive an invoice by post. Please check all details carefully and contact our sales team immediately if there appears to be an error.

When placing an order please ensure that the invoice address you give is the address your credit card is registered to, and the name you give is the cardholder name as it appears on the card. Failure to do so will result in your transaction being declined and delays in processing your order.

A different delivery address can only be accepted if the address is also registered with your card issuer or you pay by cheque, bankers draft or cash.

After Sales Service

In the event that your purchase is damaged in transit do not accept delivery, but do contact us as soon as possible. Our Sales team or Customer support team will advise you on how to proceed if this occurs. If you discover a problem with your purchase after accepting delivery please contact our Customer support team immediately. Once the product has been accepted and the delivery team has left it will be necessary for an engineer to inspect the goods before any replacement, collection, refund or repair can be arranged.

If you experience any problems with your purchase we recommend that you check the relevant section of your instruction manual before arranging for service. In our experience many apparent faults can be solved quickly and easily in this way.

All goods supplied by us have a minimum of 12 months full parts and labour guarantee (for domestic use) excluding accessories. The guarantees are given by the manufacturers, in most cases the after sales service is handled by the manufacturers own service organisation. Details on how to arrange service should be supplied with the product. If you have difficulties arranging service or are unhappy with the service supplied by the manufacturer please contact our Customer support team. Please advise us of any contact names or reference numbers you have been given as well as the nature of the problem. Please also include the Customer Number and Order Number from your invoice.

Extended warranties are available on most products.

Key benefits:

No unexpected bills.

Full call out, parts and labour cover for up to 5 years.

Annual renewal available at the end of the covered period.

New for old replacement if necessary.

No penalty for making a claim, no limit on claims.

Customer help line 6 days a week.

The following information may assist you in deciding whether or not to purchase an extended warranty:

Your Statutory Rights

Whether or not you purchase an extended warranty, as a consumer you have various statutory rights that apply to the purchase of your goods. These include the right to claim for a repair or replacement up to six years (five in Scotland) if your electrical goods were not of satisfactory quality or fit for their purpose when sold. Within the first six months, the burden of proof is on the retailer to establish that the goods you purchased were of satisfactory quality and fit for their purpose. However, after the first six months, you will have to prove that the goods had a fault when sold to you. Please be aware that this does NOT cover faults that develop during the normal life of the product, it relates to faults present at the time of purchase. Further information on your rights can be obtained from your local Trading Standards Department.

Other Extended Warranty Providers

We offer a range of extended warranties for your purchase. Extended warranties may also be available from other high street outlets, insurance companies and other providers. Extended warranty cover may also be available free if your purchase was made using certain credit cards, please check with your credit card issuer.

Household Insurance

Some household contents insurance policies cover for accidental damage, fire or theft of electrical goods. However, an excess may be payable and a claim mat effect the cost of subsequent insurance premiums.

You Do Not Have To Purchase An Extended Warranty At The Same Time As You Purchase Your Electrical Goods

You are entitled to shop around for extended warranty. (We will be happy to offer you a written quotation for the price and duration of one of our extended warranties, which will remain valid for 30 calendar days from the date of issue of the written quotation. Any offers, such as discounts/vouchers etc., which are linked to the purchase of the extended warranty will also remain available for that period).

Comparing Extended Warranty

When comparing prices for extended warranty remember to check what is actually being covered. Not all policies cover call out, parts, labour and replacements and some providers restrict you to specific places to purchase replacements from.

Your right to cancel and receive a full refund

If you decide to purchase an extended warranty for one of our electrical goods, you have the right to cancel that extended warranty within 45 calendar days and receive a full refund provided no claim has been made under the terms of the extended warranty. You will be sent a reminder of this right at least 20 calendar days before this period runs out.

Right to Terminate

You will also have the right to terminate the extended warranty at any time after the 45 day cancellation period and receive a pro rata refund of the amount paid. The amount refunded will be calculated in proportion to the number of complete unexpired months of protection remaining.

 If you make a claim under the terms of the extended warranty during the 45 day cancellation period you will not be eligible to cancel the extended warranty policy and receive a full refund. However, should you wish you will still be able to terminate the extended warranty after that period and receive a pro rata refund in relation to the number of complete months remaining before the expiry of the extended warranty. You may give notice of your intention to cancel or terminate the extended warranty in person, by telephone or in writing to the address shown on your policy document.

Financial Protection

Our extended warranties are provided by a UK based insurance company (Retra Insurance Services) which means that if the provider gets into financial difficulty, money from the financial Services Compensation Scheme will be paid to you so will not lose out.

Continuous Cover

If you decide to replace the electrical goods during the life of this extended warranty your warranty cover will cease, and no refund will be payable.

Claims

If you make a claim under this extended warranty Retra Insurance Services will continue to provide coverage under the warranty until its expiration date, provided that the goods are economically repairable in relation to the aged value of the goods. 

All goods supplied are for domestic use only unless otherwise stated, if you are planning to use them for business purposes please make sure you have appropriate insurance cover.

Free extended warranties that are occasionally offered by manufacturers are usually by redemption, this means that you will receive a form with the product which must be completed and returned to the manufacturer to qualify for the extra warranty. Failure to complete the form and return it in the required time will mean the guarantee period will remain at the standard 12 months. Upon receipt of your completed form the manufacturer will send you confirmation of your extended warranty and a policy, which you should keep safe along with a copy of your invoice. Other manufacturers offers usually operate in the same way, failure to complete your redemption form and return it to the manufacturer in time will result in not receiving the item on offer. Please do not send your forms to our offices unless specifically asked to do so as this will result in delays processing your claim.

Refunds and Returns

If a service or product you have paid for is not received please contact our Customer support team. The situation will be rectified, or a refund will be given, usually within 10 working days of your details being confirmed. You will receive a statement showing your refund details by post within 30 days. We require written confirmation of all cancellations made after payment has been taken.

If for any reason you are unhappy with your purchase you may cancel your contract with us and return the goods. Your request to cancel must be made in writing within 7 working days from the day after delivery. You are required throughout the period prior to return to retain the goods and take reasonable care of them. All goods being returned must be unused and in their original undamaged packaging along with all accessories. If the item, packaging or accessories are missing or damaged the uplift and refund will be refused.

If you wish to return an item please contact our Customer support team who will advise you of the procedure and any relevant reference numbers you may need. Returns other than those covered by the guarantee will be at the customers’ expense. Return costs will be treated as a separate transaction; the amount will be confirmed prior to arranging the return. Returns must be authorised by our Customer Support team, unannounced returns will not be accepted. Additional packaging should be used where necessary to ensure the safe carriage of the goods. The cost of the uplift will not be refunded if the item is refused for any of the above reasons or any other valid reason.

Exceptions to the returns policy are: Special Orders, Goods made to the consumers personal specification / clearly personalised goods, Goods which by reason of their nature cannot be returned, Goods liable to deteriorate or expire rapidly, Audio or Video recordings or Computer software which have been opened by the consumer. Kitchen Units, spares and accessories are special orders, as are some products, particularly those that are made to order (this is usually those products that have a long delivery lead time).

In some cases the manufacturer may wish to arrange the refund and/or return, in which case details of their procedure will be advised when they contact you. For goods being returned directly to the manufacturer we will require a signed copy of your collection note before we can process your refund. In all cases where a product is being returned the item (or items) will be inspected for signs of damage, installation or use when they are received and you will be notified of any costs for which you are liable or the refund will not be authorised. Costs arising from damaged returns may be deducted from the final amount refunded or charged as a separate transaction. Credit card refunds will only be made to the card used for the original transaction. You will receive confirmation of the refund by post.

Please be aware that returning an item can be expensive as Manufacturers have to make special arrangements for collections they may charge up to 20% of the purchase price (in some cases it may even be higher than 20%). If you are in any doubt about the product you have ordered prior to delivery please contact us immediately and we will either cancel your order or place your order on hold until you can double check the details you are concerned about. There may also be a charge imposed by the manufacturer or courier for failed deliveries that have been pre-booked for a set date, so please notify us as soon as possible before the booked delivery date.

Mailing

We may contact you by email with special offers that we feel may be of interest to you. All forms on our web site have the option to refuse this service. All offers sent by email will include the opportunity to be removed from our mailing list. If you request specific information from us and we are unable to contact you by phone or email we may contact you by post with the information you requested. Business clients may receive mailings and offers by post from us. Any mailing list compiled by us will not be shared or sold to companies out side our company group. If you receive mail from us in error, that was not requested or that you do not wish to receive please contact our customer support team so that we can correct the error and prevent it from happening again.

Feedback

We greatly value your opinions and suggestions, if you have any comments you wish to send please use the "Feedback" button at the top of any page within our site. If you would like a reply please make this clear when you contact us and supply us with your contact details. Your comments and name may be published on our web site or in other advertising mediums (your contact details will not be displayed).

Complaints

It is our aim to provide an excellent level of service at all times, however if you have a complaint please use the "Feedback" form to report it to us. Alternatively contact our Customer support team by post to Customer Support, Home Product Shop, 5 Thames Industrial Estate, High Street South, Dunstable, Beds. LU6 3HL.

Please include your Customer Number, Order Number, and a brief description of the problem, your email address and/or your telephone number so we may contact you. The information you supply will be kept confidential, all complaints will be acknowledged within 5 working days.

The laws of England shall govern the contract between us and any disputes will be resolved exclusively in the courts of England.

Security and Privacy Policy

We take the privacy of our customers very seriously. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We do not sell, share or rent any of the information collected on this site. The only details about you we pass on are those details required to fulfil your order or answer any enquiries, e.g. it is necessary to pass your name, address and contact number to the delivery company so they can deliver the items ordered.

This web site uses cookies to enhance your viewing of our site, as do the majority of other web sites. We also use IP addresses to gather broad demographic information and to analyse trends. Although it is possible to identify visitors to our web site using IP addresses we do not do so except in cases of fraud or attempted fraud. To protect against fraud we undertake a number of security checks. The information we receive may be supplemented with information from 3^rd party sources.

The type of information we will collect about you includes:

Your name

Address

Phone number(s)

Email Address

Credit/Debit Card details

The information is collected in two places on our web site. We ask for your name, address, phone number, and email address on our email quotation form, this is used to prepare your quote. The amount of information you provide is up to you. The information you supply enables us to be more accurate with your reply and provide a better service.

To place an order using our secure server you will be required to supply personal information including phone number, address and credit card details. This information is not optional; we will need this information to be able to process your order. The information you supply on the order form is encrypted using only the highest levels of SSL Internet security.

We will never collect sensitive information about you without your specific consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting our Customer Support team. If you find any inaccuracies we will delete or correct it promptly.

All of our staff use password protected PC’s and are regularly kept up to date on our Security and Privacy Policies. Our security measures are in accordance with current law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

Our web site contains links to other sites. Please note that we are not responsible for the privacy practices of these other sites. We recommend that you read the privacy and security statements of any site that requests personal information from you.

All calls to Home Product Shop may be recorded.

Our privacy statement applies only to Home Product Shop. If you have any questions or comments about our Security and Privacy Policy please contact "The Controller of Data Protection" at the address given below.

Contact Details for Home Product Shop

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