Returns & Cancellations

At Appliance Superstore we aim to make the returns process clear and straightforward. Please read this section in conjunction with our Terms & Conditions (see Sections 7, 10 & 11).

We may update this policy from time to time — the current version is dated 19/09/2025.

Cancelling an Order (Before Delivery)

If you wish to cancel an order before it has been delivered, please contact us by phone or email (see below) as soon as possible.
An initial phone call can be made to notify us, but all cancellations must be confirmed in writing (via email) before they can be processed.
Once we receive your written request, we will confirm the cancellation in writing and begin processing it.
If your order has not yet been dispatched, no charges will apply and your transaction will be voided or refunded as appropriate.
If your order has already been dispatched, cancellation may still be possible, but you will be responsible for the actual cost of returning the goods. This charge may be deducted from any refund due.
In all cases, goods must be returned unused, uninstalled, and in their original packaging (see Return Conditions below).
Refunds will only be processed once the goods have been received back and inspected at our warehouse.

Returning an Unwanted Product

You have 14 calendar days from the day after delivery to notify us in writing (email: sales@appliancesuperstore.co.uk) if you wish to return an unwanted item. We will confirm receipt and provide return instructions or a collection quote.
Goods must be unused and uninstalled, returned in their original, undamaged packaging, include all manuals/accessories/components, and be in a condition that allows us to resell them as new.
After notifying us, you have a further 14 days to return the goods yourself or arrange a collection. Collection charges may apply depending on the item size and your location.
If packaging has been opened or the product shows signs of handling beyond what would reasonably be expected in a shop (e.g. installation, visible marks, missing parts), we may deduct an amount from your refund or apply a restocking fee.
Refunds will be issued within 14 days of us receiving and inspecting the returned item(s). Refunds are always made to the original payment method.
Special order, bespoke, ex-display, or clearance items are not eligible for return under this policy unless faulty or damaged (see Section 11: Faulty Products & Warranty).

Return Options:

Return to store (with a return reference).
Arrange collection (a fee may apply depending on size/location).

Damaged Items

All damage must be reported within 48 hours of delivery by emailing sales@appliancesuperstore.co.uk with your order number and photos (see Section 7 of our Terms & Conditions).
We recommend unpacking and inspecting your appliance within 24 hours to allow time for reporting.
If damage is visible on delivery, refuse the item and clearly note the reason on the driver’s paperwork (see Delivery Terms).
Do not install or use a damaged product — this will be treated as acceptance of the goods and the item will become non-returnable.
Damage refers to physical/visual defects (scratches, dents, cracked glass); faults are mechanical/electrical issues that may only appear after installation (see Section 11: Faulty Products & Warranty).

Faulty Items

Faults reported within 14 days of delivery: you may return the product for an exchange or refund once the fault has been verified. Please contact us to arrange a return reference before sending the item back or arranging collection.
Faults reported after 14 days: these are normally handled under the manufacturer’s warranty. We will help by providing manufacturer contact details and guidance, but due to GDPR restrictions we cannot book service visits, manage your case, or share your personal data on your behalf. The responsibility to register and manage a warranty claim rests with you as the purchaser.
In all cases, the appliance may be inspected by us, the manufacturer, or an authorised service agent to confirm the fault. Issues found to be caused by incorrect installation, misuse, neglect, or accidental damage will not be covered under warranty and may result in charges.
Warranty length varies by manufacturer and product, with a minimum of 1 year (parts and labour). Some products may include extended warranties or promotional coverage (e.g. 2, 5, or 10 years). Where relevant, claims for extended warranties or cashback promotions must be registered and redeemed directly with the manufacturer.
Please note: faults differ from damage. Faults are mechanical/electrical issues (e.g. failure to power on, malfunction), whereas damage is physical/visual and must be reported within 48 hours of delivery (see Section 7: Delivery & Damage).

Special Order / Bespoke / Ex-Display Items

All special order, bespoke, and ex-display items are clearly marked on your order confirmation so you are aware at the point of purchase.
These items are strictly non-returnable unless they are confirmed as faulty or damaged on delivery. In such cases, damage must be reported within 48 hours of receipt (see Section 7: Delivery & Damage).
If we agree, at our discretion, to accept the return of a special order, bespoke, or ex-display item for any reason other than fault or damage, a restocking fee may be applied. The fee will depend on the condition of the item and its packaging.
Please ensure you are certain of the item’s suitability before ordering, as returns for these product types are limited and tightly controlled.

Return Conditions

You are fully responsible for the security, safety, and condition of goods until they are received and accepted back into our warehouse.
We strongly recommend returning items via a recorded and insured method of delivery. If you choose not to use insurance and the goods are damaged or lost in transit, you will remain liable for the full cost of the goods.
To qualify for a full refund, goods must be returned in perfect condition, in their original, undamaged packaging, and with all accessories, manuals, and components included.
Refunds may be reduced, or returns refused, if the product or its packaging shows signs of use, damage, tampering, or missing items. Restocking fees may apply in such cases.
Collections, where arranged by us, can only be made from the original delivery address. Alternative addresses cannot be accepted.
We may request photographic evidence of the item and packaging before approving or arranging a collection, to help ensure safe return and avoid disputes.
Do not install or use unwanted or damaged goods. Doing so will be deemed as acceptance of the item, and returns may be rejected.

Business Customers (B2B/Trade)

Consumer distance selling rights do not apply to business or trade customers (B2B transactions). These rights apply only to private consumer purchases.
Returns from trade customers may be accepted entirely at our discretion and must be requested in writing. We reserve the right to decline returns in full.
Where returns are accepted, a restocking fee may apply. The amount will vary depending on the product, its condition, and whether it is a standard or special-order item.
All goods must be returned in original packaging, unused, and in resalable condition to be considered for return.
Refunds or credits will only be processed once goods have been inspected and accepted back into our warehouse.
Trade customers are advised to check specifications, access, and suitability carefully before ordering, as unwanted returns cannot be guaranteed.

📞 To arrange a cancellation, return, or collection, please contact us:
Phone: 01622 541550
Email: sales@appliancesuperstore.co.uk
Please have your order number ready.