Ordering / Customer Service Line - 01664 502 608

If you prefer to place your order by phone, or if you need further assistance, please contact us on this number between 9.00 am and 5.30 pm Monday to Friday. These calls are charged at National Rate. Should you wish to email us with your enquiry, see our contact page for details and we will endeavour to respond to your email within one working day.

Method of Payment

We accept most credit/debit cards showing the MasterCard, Visa or Switch logo, but do not accept American Express. If you prefer to pay by cheque please allow 5 working days for it to clear after reaching us before goods can be despatched. We do not offer any credit facilities. Please note that full payment will taken once your order has been confirmed with an operator unless otherwise stated. Payment by BACS can also be arranged.

Price of Goods

All prices shown are inclusive of V.A.T. but may exclude delivery.

Description of Products on Our Site

Please note that although we take great care in supplying the specifications of the goods on our site, they are liable to change without warning by the manufacturer. We will inform you as soon as we are aware of any changes. If you have any queries in relation to specific features of an appliance please do not hesitate to contact us. It is always advisable to view a real product before making a decision to purchase. All products are supplied with standard accessories as denoted by the manufacturer, but should additional ones be required (e.g. longer washing machines hoses) then please contact the relevant manufacturer's spares department, or local spares stockist (e.g. plumbers merchant).

Delivery/Carriage

Delivery and Carriage charges may vary from machine to machine and are shown during the order process by adding an item to your basket. Any additional charges to your postcode will be displayed before you complete your order. We can only deliver items to UK mainland postcodes and to the address your payment card is registered.

PLEASE NOTE WE DO NOT DELIVER TO UK OFF SHORE ISLANDS

Delivery Duration

Delivery times will vary depending on stock availability and courier delivery days in your area, but we normally expect 2-5 working days once the item is in stock with us. We will advise you the day they are to be delivered if coming direct from the manufacturer, and the day of despatch if coming direct from our warehouse. This information can be in the form of an email or phone call from one of our operators.

Out of Stock Items

If an item is out of stock you will be contacted to rearrange delivery or to cancel the order if you do not wish to wait for the product. If the item is delivered direct from the manufacturer then payment would be required in full to secure your order. This is fully refundable should you choose to cancel prior to delivery or during the cancellation period. If the item is despatched from our warehouse then the full amount will be taken on the day of despatch.

Delivery Information

Small Electrical Items e.g. Vacuum Cleaners, Carpet Washers, Steam Cleaners, microwaves etc.

We aim to deliver in stock orders placed by 2pm, within 3 working days, however delays can sometimes occur. As soon as your order is despatched you will receive an email or text confirming the delivery date and details of how to track your parcel.  In most area’s the courier will be able to give you a 1-3 hour delivery slot. Your parcel will be usually delivered between the hours of 9am and 6pm and a signature is required. If you are not available then a calling card will be left with instructions on how to re-arrange delivery, or collect in person from the local depot. In the unlikely event that your parcel arrives damaged please refuse delivery. Once accepted we recommend that you unpack and inspect your item within 48hrs of delivery, and notify us of any damage with 7 working days.

Courier Delivery Options (some options may not be available to certain postcodes)
Standard Delivery – Normally within 3 working days.
Next Day Delivery* - Additional charge (orders must be placed by 2pm on any working day)
Saturday Delivery* - Additional charge (orders must be placed by 2pm on Friday)

Large Electrical Items e.g. Fridge Freezers, Washing Machines, Tumble Dryers, Dishwashers etc.

Pallet Delivery

We aim to deliver in stock item orders placed by 3pm within 5 working days. Once we have received you order a member of our Customer Service Team will call to arrange a delivery date. Delivery will usually be between the hours of 9am and 6pm, however in most cases you can select a morning or afternoon delivery for a small additional cost. Please be aware this is a palletised delivery service only, and the driver is under no obligation to take your order into your property or unpack it. The delivery address must be easily accessible to large vehicles, with any narrow lanes or access difficulties we are not notified of at the time of order, and resulting in a failed delivery, incurring additional charges. The delivery driver will remove the appliance from the vehicle and using pallet wheels bring it as close to your doorstep as possible. Please be aware he will not be able to manoeuvre the wheels over any uneven ground e.g. steps, steep slopes or gravel driveways. A signature is required and we recommend that you sign the contents as unchecked. In the unlikely event your appliance arrives damaged please refuse delivery. Please unpack and inspect the item within 48hrs of delivery and notify us of any damage within 7 working days.

Pallet Delivery Options (some options may not be available to certain postcodes) Standard Delivery - Normally within 2-5 working days Next Day Delivery* - Additional Charge (orders must placed by 3pm on any working day) AM or PM Delivery - Additional Charge Saturday Delivery* - Additional Charge (orders must be placed by 3pm on Friday)

* Please note; we will endeavour to deliver to your requirements, however due to circumstances out of our control e.g. adverse weather conditions, traffic issues, breakdowns etc. this may not always be possible.

Acceptance of Goods

Please note that on delivery of the goods you will be asked to sign to state that you have received the goods. We would therefore ask you to check to goods as thoroughly as possible before signing. If damage is found or a fault occurs after the delivery company have left, an engineer will normally have to call before any uplift or exchange will be authorised, depending on the manufacturer. You must tell us about any fault or damage as soon as possible. If you are planning to store your new purchases until the location for them is ready, please still unpack them at the time of delivery or soon after to check for damage. We do not accept any responsibility for the condition of items moved on to another location by a third party retained by yourself once they have been signed for. Most manufacturers will not accept any claim of delivery damage after 24 hours from delivery. Please mark any damage to the outer packaging or machine itself on the delivery note, no matter how insignificant you think it may be.

If you are unhappy with the condition of the item at the time of delivery, we would always recommend refusing the item, and a replacement model can be organised.

If an exchange is authorised, then this will have to be processed with either ourselves or the manufacturer, and can often take a minimum of a week to have the exchange completed. With manufacturers items we will endeavour to have the new machine delivered and the faulty one taken away at the same time. If it is an item despatched from our warehouse, then we will despatch the new machine when the faulty one has been returned to us for evaluation. Any damage or fault on items dispatched from our warehouse must be reported to us as soon as reasonably possible, so we suggest your purchase is inspected by someone shortly after delivery.

Please note that any item due for exchange must not be used unless the manufacturer or ourselves have authorised it. No used item will be accepted back for exchange unless previously agreed, and you may be charged for the aborted call or collection and return of the original product to you. If an item is being returned for refund to either ourselves or the manufacturer, refunds will be issued on goods within 30 days of this cancelation and return once authorised.

Appliance guarantees

All appliances supplied by Freenet have a minimum of 1 year manufacturer's warranty for parts and labour, and in some cases longer, as stated by the manufacturer, subject to customer registration. All warranties are valid for domestic use only unless otherwise stated. Most of these guarantees can be fully extended up to a 5 year cover through our chosen extended warranty company, Domestic & General. Please note that your standard warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded.

Returns process for Faulty Small Appliances (Up to 28 days)

To return your goods to us you first need to call the manufacturer's helpline. This is to ensure the goods are actually faulty, as in over 80% of cases goods that are first thought to be faulty are experiencing initial setup errors. Often it's because the instruction books are difficult to decipher or because the items are complicated to use that a fault is wrongly suspected. This call to the manufacturer can often resolve the issue and prevent unnecessary return, saving you time and the return costs should the product be found to be in full working order. If the manufacturer cannot resolve the problem, they may give you a returns reference number. In this instance please contact us and then complete our online return form providing details including the reference number. When you return the goods to us you must ensure you package the product well and include all the items you received in the original package.

We will arrange collection of your product and specify a date for collection, however as we are unable to specify times this will require someone to be present when the courier arrives to sign for the collection. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. Proof of postage is not proof of delivery, and you are strongly advised to send your parcel by courier with sufficient insurance to cover the value of the goods in this instance.

All goods are tested on return to verify the item is faulty, and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you, and you will charged an inspection fee plus any return delivery costs.

Repair process for Faulty Small Appliances (Over 28 days)

If your product develops a fault within the supplied warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange for an engineer to visit, or arrange collection of the product for repair. It may take up to 28 days to return your repaired item to you depending on the nature of the problem.

Whilst we are more than happy to return faulty items on your behalf when authorised, this can ultimately increase the overall repair time. For this reason we recommend you return any faulty products directly to the manufacturer.

Please note that your standard warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded.

These terms do not affect your statutory rights.

Service on domestic appliances

In the event of a breakdown within the warranty period, a call out may be booked directly with the manufacturer's service organization. Details on how to contact the service point are supplied with the machine. Should you have difficulty we would be happy to organize a service call for you. Please note that manufacturer and extended warranties are valid for domestic use only unless stated otherwise.

In accordance with the waste and electronic equipment regulations 2006 Freenet Electrical is fulfilling their distributor obligations as a member of the WEEE Distributor Take Back Scheme. For further information please visit www.recycle-more.co.uk.

Localised service arrangements

Some manufacturers do not have nationwide service engineers e.g. Panasonic, and with these companies you will need to contact their local authorised service dealer. If you do not have a local repair centre we can organise the return of small goods to us for repair but at your expense for any costs we incur.

Service on home entertainment products

Manufacturers in this category will not have a home call out service for the majority of their goods. It will be necessary for you to take your faulty appliance to a local registered dealer for any repairs, and we would recommend that you find out who that may be before you purchase your item. With larger products where a call out is necessary, the local service agent may charge you for the call out although the actual work on the item will be done under guarantee if applicable. Any products that need to be returned to us, must be done so in their original packaging.

SPECIAL NOTICE FOR LCD & PLASMA TELEVISIONS

Freenet would encourage consumers take the time to familiarise themselves with the nature of Plasma/LCD technology. ISO 13406 is an international manufacturing standard which addresses Plasma/LCD display image quality. Pixel defects are among the quality issues defined. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms and conditions of the warranty. This standard may be amended in the future with technical developments.

Service on Cameras, Camcorders, DVD recorders and Plasma

All our products named above are covered by a repair service carried out directly between the manufacturer and yourself. There is a telephone number detailed in the paperwork accompanying your purchase, and this can be called to organise a repair.

Please note that we are not allowed to handle any repairs to these items, and can only accept back products where damage has been caused during delivery. Should this be the case, then please refer to our terms above (Acceptance of Goods) regarding these situations.

Complaints

Should you have any problems with the service we provide, we would welcome any comments either by phone or by email. These will be responded to as quickly as possible, but no later than five working days. All complaints will be dealt with on an impartial basis and in confidence, except where it is necessary to contact a manufacturer regarding your complaint.

In the event that there has been a problem with delivery, we will endeavour to have the matter resolved with the service in question within 48 hours. Should the complaint involve damage to the item on delivery, or complete non-delivery, we cannot promise that the matter will be resolved straight away. This is due to the movement of stock within the various delivery procedures we operate, and it may take a minimum of two working days to have the matter concluded. In all situations we will try our up most to resolve any problems as quickly, easily and fairly as possible.

Cancellation Rights

Under the European Directive on distance selling, incorporated into UK Law by The Consumer Protection (Distance Selling) Regulations 2000, you as a customer have the option to cancel any order within seven working days from the day after delivery. There are conditions that must be met however, for us to consider accepting back an item. These are:

• The item must not have been used in any way and preferable with its original packaging.
• The item must be unmarked and free from blemishes of any kind, except for those mentioned on the delivery form you signed when you accepted the item;
• The customer is liable for any cost incurred by us in having the item returned and restocked. This may include, for instance, any pick up charges made by a manufacturer if it has been home delivered, or the cost for the item to be returned by our nominated courier if this is not applicable.

If any of the criteria above is not met when the item is returned, then we will return the goods to you at your expense.

If the returned item is being returned directly to the manufacturer, refunds will be given when we have confirmation from the manufacturer that they are happy and all the above criteria has been fulfilled. If it is a collection back to our warehouse, we will inspect the goods when we have them. Your credit card will be credited within 30 days of cancellation.