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 23/01/2026.

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

KDH Appliances Ltd (trading as Appliance Superstore) will be referred to as “we”, “us”, or “our” throughout these terms. The purchaser will be referred to as “you”, “your”, “customer(s)” or “the client(s)”.
When you place an order with us, we will send you an email confirming that we have received it.
This order acknowledgement email does not mean that your order has been accepted.
A binding contract is formed only when we dispatch the goods to you, not at the point of order.
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.
During exceptionally busy periods, such as Black Friday or the lead-up to Christmas, delivery lead times may be longer than usual. If you require a specific lead time, please contact us before placing your order.
During the Christmas period, standard delivery timescales will be extended due to increased order volumes and UK bank holidays. Orders placed in the lead-up to Christmas, particularly from mid-December onwards, may experience delays as courier networks operate reduced services on Christmas Day, Boxing Day and New Year’s Day. As a result, deliveries that would normally arrive within standard timescales may take several additional working days. Customers who require delivery before a specific date are strongly advised to contact us prior to ordering to confirm current lead times.
If an item is unavailable for an extended length of time, we will contact you 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. Although if we have placed the order for direct delivery from the manufacturer we may be unaware of an extended delay.
Any products marked as Pre-Order, Special Order, or Due In are exempt from our standard delivery timescales. These items are either awaiting stock, manufactured or ordered specifically on purchase, or subject to extended supplier lead times. As a result, delivery dates may vary and are provided as estimates only. Where a lead time or delivery window is shown, this reflects the most accurate information available at the time of ordering. If you require delivery by a specific date, we recommend contacting us prior to placing your order for confirmation.

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

Prices displayed on third-party websites, including but not limited to search engines such as Google and Bing, or affiliate and comparison websites such as Redbrain, Shopping.co.uk, and similar services, are not guaranteed to be accurate and are excluded from any price-matching considerations. These platforms often rely on automated data feeds or scraped information, which may be out of date or incorrect.
The price displayed on our website at www.appliancesuperstore.co.uk is the correct and most accurate price at the time of purchase and will take precedence over any pricing shown elsewhere.
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 will 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. Depending on the delivery location and the product being supplied, deliveries may also be made on a pallet. Pallet deliveries are provided on a kerbside-only basis and require suitable access at the delivery address. Any concerns regarding pallet deliveries, access, or unloading arrangements must be raised with us prior to placing your order.
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.
Free standard delivery is available on all orders over £300. A delivery charge will apply to orders under £300 or when selecting optional premium services, which are defined as Express Delivery.
Express Delivery is offered on a product-by-product basis and is dependent on stock availability, driver scheduling, routing, and overall capacity. Express Delivery is defined as delivery from the next working day.
For products where Express Delivery is available, orders must be placed before 1pm to qualify.
Orders placed after 1pm will be allocated to the next available next working day. For example, an order placed on Friday at 2pm would have an earliest possible delivery date of Tuesday, as weekends do not count as working days.
If you’re unsure whether Express Delivery is available for your item or need guidance on delivery timings, please contact us to discuss your requirements.
All deliveries must be signed for and checked upon arrival.

7. Promotions & Offers

All promotions and offers are subject to change or withdrawal without notice.
This includes removing specific products from eligibility or discontinuing an entire promotion at any time.
While stock levels are updated regularly, items may occasionally sell out before the website reflects availability. If you are unsure about stock or offer eligibility, please contact us prior to purchasing to avoid disappointment.
Any promotional codes applied at checkout are subject to final approval at the point of order processing.
Unless explicitly stated otherwise, promotional codes, discounts, and offers cannot be used in conjunction with any other offer.

8. Damaged or Incorrect Items & Glass Product Policy

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 of receipt.
Any damage, breakage, or discrepancies must be reported to us within 48 hours of delivery so we can raise the issue promptly with the carrier or manufacturer.
If damage is visible at the point of delivery, you should refuse the item and clearly note the reason on the delivery paperwork.
If damage is identified 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 our Faulty Products & Warranty terms.
Important information regarding glass products: Appliances containing glass components, including but not limited to glass induction hobs, ceramic cooktops, and extractor hoods, are carefully inspected prior to dispatch. Where delivery is carried out using our own vehicles and drivers, glass products may be opened at the point of delivery for inspection and then resealed to confirm they have arrived free from breakage or damage.
You must allow our driver to complete this inspection at the time of delivery. Failure to permit inspection of glass products on delivery will result in any subsequent claim for damaged glass being refused. Glass damage must be identified and reported at the point of delivery, as responsibility for the care of the product passes to the recipient once delivery has been completed.
We cannot accept responsibility for damage to glass products reported after delivery where inspection was declined or where the item has been moved, unpacked, installed, or used.
Glass Products – Third-Party Deliveries: Where delivery is carried out by a manufacturer or third-party courier (i.e. any delivery service not operated by us), it is the recipient’s responsibility to insist on inspecting any glass products at the point of delivery before signing. This includes, but is not limited to, glass hob cooktops, extractor canopies, and appliances with glass components.
Any visible damage must be reported and recorded with the delivery driver at the time of delivery. Failure to inspect and report damage at this stage may result in any subsequent claim for damaged glass being refused, as responsibility for the condition and care of the product passes to the recipient once delivery has been completed and accepted.

9. Pre Order / Due In / Special Order / Bespoke Items

Any products marked as Pre-Order, Special Order, or Due In will be clearly identified on the product listing and along with your order confirmation, you will receive a separate note confirming the status of this order. These products may be awaiting stock, manufactured to order, customised, or sourced specifically for you once an order is placed.
Where a product is classed as a Special Order, it is ordered or made specifically to fulfil your purchase. As a result, Special Order items are non-cancellable and non-returnable once the order has been confirmed, unless the item arrives faulty or damaged. Any faults or damage must be reported within 48 hours of delivery (see Section 8: Damaged or Incorrect Items).
In exceptional circumstances, and entirely at our discretion, we may agree to accept the return of a Special Order item. Where a return is approved, a restocking fee may apply to cover supplier charges and handling costs.
We strongly recommend that you carefully review all product details, specifications and lead times before placing an order for any Pre-Order, Special Order, or Due In item.
Special Order items are ordered or manufactured specifically to fulfil your purchase and, as such, are non-returnable once ordered, as they cannot be resold in the usual way.
Pre-Order and Due In items are sold with estimated lead times and do not affect your statutory cancellation rights.

10. 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.

11. 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. Packaging must be intact and suitable for resale, as you would not reasonably expect to receive a product with damaged, previously opened, or returned packaging.
Any assessment of reasonable inspection and resaleable condition is based on the condition of the product and its packaging at the time it was supplied to you. Items returned in a condition different from that in which they were supplied may be refused or may be subject to an appropriate restocking fee.
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 9).

Cancellations & Returns (Business / Trade Orders)

The statutory 14-day cancellation rights are exempt from business and trade orders and apply only to direct consumer purchases.
For business or trade customers (B2B), cancellations or returns are subject to our approval and may if approved incur a restocking fee. Please contact us to discuss any return request.

12. 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.

13. 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 any liability for any costs incurred as a result of delivery delays or rescheduled appointments, any claims for compensation and/or costs relatign to any delays in delivery.

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.

14. 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.

15. 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.