Terms and Conditions

Cancelling and Returning an Order

You have 14 days from the day after delivery to tell us that you wish to cancel your order.

To request a return, email admin@primeappliances.co.uk with your order number and details of the product. We will arrange collection from the original delivery address.

A £49 collection charge applies to all change-of-mind return collections, regardless of the type of product. This will be deducted from your refund.

Please take reasonable care of the product while it is in your possession and return all supplied parts, accessories, manuals and other included items.

Refunds

Refunds will be issued to your original payment method within 14 days of the product being collected.

Standard delivery is free. Preferred Day Delivery and stair-access charges are additional services and will not be refunded once completed.

The £49 collection charge will be deducted from change-of-mind refunds. This charge does not apply where a product is faulty, damaged on delivery or different from what was ordered.

Faulty, Damaged or Incorrect Products

If your product arrives damaged or is incorrect, please contact us as soon as possible with your order number and details of the problem. Photographs or further information may be requested to help us investigate.

We will deal with the matter in accordance with your statutory consumer rights. Nothing in this policy affects those rights.

Delivery Options

We deliver to London addresses. Available options are:

• Standard Delivery within 3–7 working days: Free
• Preferred Day Delivery: £14.99
• Ground Floor or Lift Access: Free
• Stairs Delivery up to the third floor: £20

Deliveries normally take place between 8am and 6pm. Any delivery times provided are estimates and may be affected by traffic, weather or circumstances outside our reasonable control.

Delivery Access

Before delivery, please make sure:

• Someone is available to accept the delivery.
• The delivery area is clear and safely accessible.
• The product will fit through all doorways, hallways and stairways.
• You have selected the correct floor and access option.

Delivery changes must be requested by 2pm on the day before delivery.

A £49 failed-delivery or re-delivery charge may apply if we cannot complete the delivery because nobody is available, the address or contact details are incorrect, access is unsuitable, or another issue within your control prevents delivery.

Installation and Removal Services

Installation and old-product removal are only included where shown on the product page or selected during checkout.

Installation depends on suitable, safe and accessible electrical, water and waste connections already being available. We do not carry out gas work or make alterations to plumbing, electrical wiring, kitchen units or worktops as part of a standard installation.

We may refuse to complete an installation where doing so would be unsafe or where the product does not fit the available space.

Products being removed must be empty, accessible and, where required, defrosted before we arrive.

By requesting installation or removal during your cancellation period, you expressly ask us to begin providing that service. Once properly completed, the service charge is non-refundable unless the service was not carried out with reasonable care and skill.

Orders and Availability

Placing an order is an offer to purchase from us. Receiving an automated order summary does not by itself mean that your order has been accepted. A contract is formed when we confirm acceptance and the delivery arrangements.

All orders are subject to product availability and delivery coverage. If a product becomes unavailable or an obvious pricing error is identified before acceptance, we may decline the order. Any payment already taken will be refunded.

All consumer prices displayed on our website include VAT unless clearly stated otherwise.

Product Information

We take reasonable care to ensure product descriptions, specifications, images and prices are accurate. Product colours may appear differently depending on your screen, and dimensions may not include every protruding part, such as handles, hoses or controls.

Please check the full dimensions and installation requirements before ordering. Contact us before purchasing if an exact measurement is essential. This does not affect your rights where a product is not as described.

Events Outside Our Control

We are not responsible for delays or failure to provide a service caused by circumstances outside our reasonable control. If this happens, we will contact you and arrange the next available option.

Nothing in these terms excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or your statutory consumer rights.

Complaints and Contact Details

If you have a question or complaint, please email:

admin@primeappliances.co.uk

Prime Appliances is operated by:

The registered office is not a returns address. Please contact us before returning any product.

These terms are governed by the laws of England and Wales.