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Terms & Conditions

These Terms & Conditions (“Terms”) apply to all orders placed with KDH Ltd, trading as Appliance Superstore (“we”, “us”, “our”) via our website www.appliancesuperstore.co.uk.

Our aim is to provide excellent service and clear communication at every stage of your order. Please read these Terms carefully alongside our Delivery Terms.

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

1. Company Information

KDH Ltd, trading as Appliance Superstore
Riverside 1, 32 Riverside
Sir Thomas Longley Road, Medway City Estate
Rochester, Kent, ME2 4DP
Tel: 01622 541 500
Email: sales@appliancesuperstore.co.uk

2. Our Contract With You

  • When you place an order with us, we will send you an email confirming that we have received it.
  • This acknowledgement email does not mean that your order has been accepted.
  • A binding contract is formed only when we dispatch the goods to you.
  • If we are unable to fulfil your order (for example, due to stock issues or pricing errors), we will inform you as soon as possible and refund any payments you have made in full.

3. Availability

  • Stock information is updated from our own warehouse and live manufacturer feeds.
  • Standard delivery is usually 3–7 working days, and in some cases we may be able to deliver sooner.
  • If an item is unavailable, we will contact you within 24 hours to advise on the expected timescale. If we cannot deliver within the stated 3–7 working day window, the transaction will not be completed and no payment will be taken.

4. Product Information

  • Dimensions listed are approximate and may exclude protruding features such as handles or controls. We recommend checking the manufacturer’s technical drawings if exact measurements are critical.
  • While we aim to keep product details accurate and up to date, manufacturers occasionally update designs, specifications, or energy ratings without prior notice.
  • Images are provided for illustration only. Colours, finishes, and design details may vary slightly from what is shown online.

5. Pricing & Payment

  • All prices include VAT.
  • Delivery is included in most orders, though surcharges apply to certain postcodes (see Delivery Terms).
  • We accept Visa, Mastercard, Amex, PayPal, and Klarna (subject to Klarna’s approval).
  • Payment is not captured until your order has been processed. If an order is cancelled, the transaction will be voided. The speed at which your bank or payment provider releases any pending authorisation may vary.
  • Where you request cancellation in writing, we will process the cancellation within 24 hours. The time taken for funds to return to your original payment method will depend on your bank or payment provider.
  • Special order or bespoke items may be charged in full once confirmed, as these are ordered directly from the manufacturer and cannot usually be cancelled.

6. Delivery

  • We deliver across the UK mainland, with some postcode exclusions (see our Delivery page for details).
  • Deliveries may be made by our own team, the manufacturer, or a trusted courier.
  • You’ll receive confirmation of your delivery date, and usually a 4-hour timeslot the day before.
  • Please ensure safe and adequate access to your property. Where access is restricted, delivery may be to the nearest accessible point.
  • Drivers will always take reasonable care when delivering appliances. However, it is the customer’s responsibility to ensure that adequate precautions (such as protecting flooring, walls, and fixtures, and clearing access routes) are taken prior to delivery. Appliance Superstore and its delivery partners cannot accept liability for accidental damage to property where suitable precautions have not been made.
  • All deliveries must be signed for and checked upon arrival.

7. Damaged or Incorrect Items

  • Please inspect your appliance at the point of delivery wherever possible. If this is not practical, we recommend unpacking and checking it within 24 hours.
  • Any damage or discrepancies must be reported to us within 48 hours of receipt so we can raise the issue promptly with the carrier or manufacturer.
  • If damage is visible on delivery, you should refuse the item and clearly note the reason on the delivery paperwork.
  • If damage is found after delivery (within 48 hours), please contact us immediately. Do not install or use the product, as this will be treated as acceptance and the item will become non-returnable.
  • Once an appliance has been installed or used, it is considered accepted and cannot be returned for damage or incorrect supply. For issues that arise after installation, please refer to Section 11: Faulty Products & Warranty.

8. Special Order / Bespoke Items

  • Special order or bespoke items will be clearly marked on your order confirmation. These are products that are either made to order, customised, or sourced specifically for you.
  • Because of their nature, these items are non-cancellable and non-returnable unless they arrive faulty or damaged. Any damage must be reported within 48 hours of delivery (see Section 7: Damaged or Incorrect Items).
  • In exceptional cases, and at our sole discretion, we may agree to accept the return of an unwanted special order item. Where this is allowed, a restocking fee may apply to cover supplier charges and handling costs.
  • Please ensure that any special or bespoke items are exactly what you require before placing your order, as we are unable to resell these products in the usual way.

9. Services (Disconnection, Recycling, Installation)

  • Disconnection and installation services are available for most products if selected at checkout.
  • We do not alter pipework, wiring, cabinetry, or flooring.
  • Recycling requires appliances to be empty, defrosted, disconnected, and accessible.
  • If we cannot complete installation due to unsuitable connections or access, service fees are non-refundable.

10. Cancellations & Returns

Please read these Cancellation & Returns terms carefully alongside our full Returns policy.

  • Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of delivery.
  • Products must be unused, undamaged, and returned in their original packaging. You may open the packaging to inspect the item as you would in a shop, but it must be repacked carefully and in a resaleable condition.
  • If the product or its packaging is missing, damaged, or shows signs of use, we may refuse to accept it. Where a return is accepted, a restocking fee may be applied to reflect the reduced resale value.
  • Refunds are processed within 14 days of the returned item being received and inspected. Funds will be returned via the original payment method, with no exceptions.
  • Return collection can be arranged by us (a collection fee will apply), or you may choose to return the item yourself which will be at your own expense and at your own risk. All items remain your responsibility until received back by us.
  • Certain products are excluded from cancellation rights, including special order or bespoke items (see Section 8).

Cancellations & Returns (Business / Trade Orders)

  • The statutory 14-day cancellation rights apply only to consumer purchases.
  • For business or trade customers (B2B), cancellations or returns are subject to our approval and may incur restocking fees. Please contact us to discuss any return request.

11. Faulty Products & Warranty

  • You have statutory rights under the Consumer Rights Act 2015 in relation to faulty or misdescribed goods. Nothing in these Terms affects those rights.
  • All appliances are supplied with the manufacturer’s warranty, which is a minimum of 12 months (covering parts and labour). Some brands provide extended warranties of 2, 5, or even 10 years. Please check your product details or warranty documents for confirmation.
  • Any extended warranty offers, cashback promotions, or registration bonuses are operated directly by the manufacturer. Customers are responsible for completing any registration with the manufacturer within the required timeframe.
  • If your product develops a fault during the warranty period, the manufacturer will normally arrange repair or replacement directly. We can provide contact details and guidance to help you reach the manufacturer if required. However, due to GDPR regulations, we cannot pass on your personal information, book service visits, or manage the warranty process on your behalf. Once delivered, the product and its warranty are the responsibility of the purchaser, and you will need to report the fault and liaise directly with the manufacturer to arrange service under the warranty.
  • Faults that occur due to misuse, neglect, incorrect installation, or lack of maintenance (for example, blocked filters) are not covered under the manufacturer’s warranty.
  • Our liability is limited to the product supplied. We cannot be held responsible for associated or consequential costs, such as installation charges, service calls, loss of food, time off work, or damage caused by a faulty appliance.

    12. Liability

    We are not liable for delays or failure to perform our obligations where the cause is outside of our reasonable control. This includes, but is not limited to:

    • Severe weather, natural disasters, accidents, or transport disruptions.
    • Strikes, lockouts, industrial action, or civil unrest.
    • Manufacturer delays, supply chain issues, or courier failures beyond our control.
    • Road closures, driver availability restrictions, or government regulations.

    For this reason, please do not schedule tradespeople, fitters, or related works until your goods have been delivered in full and checked. We cannot accept liability for any costs incurred as a result of delivery delays or rescheduled appointments.

    We supply products for domestic and trade use only. We are not liable for loss of profit, business interruption, loss of opportunity, or any indirect or consequential costs arising from any order or delay.

    13. Complaints

    We aim to resolve complaints quickly and fairly.

    • Email: sales@appliancesuperstore.co.uk
    • Tel: 01622 541500
    • Write: KDH Ltd, Appliance Superstore, Riverside 1, 32 Riverside, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent, ME2 4DP

    We acknowledge complaints within 48 hours and update you on progress.

    14. Privacy

    We may use your information to provide updates and promotional offers. You may opt out at any time by contacting us. Please review our privacy policy in full.

    Telephone calls may be recorded for training and monitoring.