Terms & Conditions

Terms & Conditions

Customer Service





If you require further assistance before or after placing an order, please contact us on this number 01664 502608 between 9.00am and 1pm Monday to Friday. These calls at 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.

Methods of Payment

Credit/Debit Cards – We currently accept most credit/debit cards showing the MasterCard, Visa or Switch logo, but do not accept American Express.

We can only accept payments from a UK issued card and any payments from a NON-UK card will be cancelled.

Paypal – We also accept PayPal payments which you can use your own account to pay for your order. For the Buyer/Seller protection scheme from PayPal we will only deliver to authorised addresses on the PayPal account.

Cheque – If you prefer to pay by cheque please allow 5 working days for it to clear after reaching us before goods can be dispatched. If the cheque has not been cleared after 5 working days, we will contact you.

BACS Transfer – When you place your order and have selected the BACS option, you will receive an email with our bank details so you can make the money transfer. Please allow 1 working day before dispatch of your order.

Credit Services – We do not offer any credit facilities but PayPal may offer their own credit services which is the responsibility of PayPal and no liability to freeNET Ltd.

Please note that full payment will taken once your order has been confirmed with an email.

Pricing of Goods

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

Our prices are checked on a daily basis to bring the most competitive price to our customers. We can offer large discounts due to our strong relationships with manufacturers and distributors.

We do aim to make sure mistakes do not happen but in the event that our advertised price is incorrect we do have the right to cancel the order as long as the product has not been dispatched.

*Some Scottish postcodes may incur an extra charge.

Description of products on our website

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.


We offer FREE delivery/carriage on all products to the UK mainland, only certain Scottish postcodes may incur an additional charge. 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.


Delivery Timescale

Depending on the stock status when you order your item the following timescales are;

In Stock – These are dispatched from our warehouse and normally arrive with you the next working day.

Direct Delivery – These are dispatched from our manufacturer/distributor warehouse and could take up to 5 working days depending on their chosen carrier. Subject to stock availability, we will contact you should the order take longer than 5 days.

Pre-order – We will contact you with a rough estimate as to when the stock is next due for dispatch.

Out of Stock Items

If an item is out of stock you will be contacted with an estimated timescale for when the stock will arrive to us and rearrange delivery or to cancel the order if you do not wish to wait for the product.

Please note that due to payment being taken after the order has been processed on our website that we can only hold onto the funds for a maximum of 28 days. Any stock that will take longer than this to arrive will automatically be cancelled and refunded.

Acceptance of Goods


Any orders that have been sent out with DPD and then need to be cancelled, refused delivery or failed to deliver, you will be subject to a delivery charge of £15 which will be deducted from your refund when the item has been returned to us.

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 product/s as thoroughly as possible within 5 days from delivery. You must tell us about any fault or damage as soon as possible to our customer service team.

If you are planning to store your new purchases until the location for them is ready, please still unpack the item within 5 days 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.

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 dispatched from our warehouse, then we will dispatch the new machine when the faulty one has been returned to us for evaluation.

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 cancellation 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, Retracare. 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.



If you have chosen to take out a warranty extension the policy is with Retracare and will come into place after the manufacturers warranty. Please read the Retracare Summary Warranty Package for more information. If you have any questions regarding what is covered by Retracare you may contact them on Tel: 01234 245900.

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 with 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 can be returned to you, and you will charged an inspection fee plus any return delivery costs. This fee is £30 and you can choose to have the item delivered back to you or this fee reduced from your refund. If the item has excessive use then additional charges can be made.

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.


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

From June 13th 2014 under the European Directive on distance selling, incorporated into UK Law by The Consumer Contracts Regulations 2013, you as a customer have the right to cancel any order within 14 days from the day you receive it.

You must notify us by email or letter that you wish to cancel your order. Please see contact us tab for details.

  • Your right to cancel an order for goods starts from the moment you place your order and ends 14 days from the day you receive the goods.
  • This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
  • You must send the goods back to us at your own cost.
  • Please return to: Freenet Electrical, 14-18 Leicester Street, Melton Mowbray, Leics. LE13 0PP
  • The item must be returned in its original packaging. 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 recommend the parcel is insured to cover loss or damage in transit.
  • You may inspect the goods in a way that would be possible in store but may not use the goods in a way other than permitted in store. For example you can unpack, assemble and turn on the goods. Using the goods goes beyond what is necessary to ascertain the nature of the goods, and is not something the consumer would do in a shop.
  • You are liable for any diminished value of the goods for damage or wear and tear where the item has not just been checked but used.

We may be able to arrange to collect your item, provided we are operating this service in your local area. You will be charged our standard collection rate of £30 for this service. Please call us on 01664 502608 if you would like us to arrange a collection.


If you cancel this contract, we will reimburse to you all payments received from you using the same means of payment as you used for the initial transaction.

We may make a deduction from the refund for loss in value of any goods supplied, if the goods have been used. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

We will make the reimbursement without undue delay, and not later than –

  • (a) 14 days after the day we receive back from you any goods supplied, or
  • (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods

This does not affect your statutory rights for Faulty Goods.

Privacy Policy - Updated May 2018


By browsing or using our website you agree to this policy governing the use of the website. If you do not accept this policy then you must not continue to use our website.

We promise:

– To keep your data safe and private.
– Not to sell your data.
– To make it easy for you to manage/review or remove your marketing choices at any time.
– To delete your data if it is no longer required.

How we use your name and contact details

– To deliver your orders.
– Send order updates by text, e-mail or by telephone.
– Sending you information by e-mail or post about new products and services – If opted in.
– For fraud prevention.
– For customer service and product support.
– For training purposes.

How we use your date of birth information

– For Rental and Finance applications and for fraud prevention.

Your payment information

– We do not store credit card details on our servers these are processed directly by the credit card processing company HSBC Group Services on their secure Global payments system. Paypal will use tokenization, which means that the primary account number is replaced with a series of randomly generated numbers called the token. These tokens can then be passed through the Internet to process the payment without actual bank details being exposed.

Your contact history with us

– For customer service and support.

Your stored contact details

– Held on our secure in house system which is maintained by Glenfield Software Ltd
– This database is shared with our parent company Stuart Westmoreland (Holdings) Ltd.
– Any stored data is not used by our parent company Stuart Westmoreland (Holdings) Ltd or Glenfield Software Ltd.

Information about the devices you use on our website

Information you give us when you browse our website, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website.
To prevent and detect fraud against either you or freeNET Electrical and to meet our legal obligations about looking after your data.

Sharing your information

We will not sell or rent your personal data to a third party – including your name, address, email address, email address, telephone number/s.

However, in order to fulfil your order or service we will share it with:
– Payment service providers, stock suppliers and delivery companies.
– Companies that provide services selected by you such as SKY UK, POP.
– Professional service providers, such as our reviews collection company (Reviews.co.uk), marketing agencies, advertising partners and website hosts who help us run our business.
– Credit reference agencies, finance companies, law enforcement and fraud prevention agencies.
– Manufacturers when spare parts are sent to you or for warranty purposes.
– Service engineers or technicians repairing products in your home or work premises.
– We may provide third parties with anonymised information and analytics about our customers and, before we do so, we will make sure that it does not identify you.

Marketing messages

We will only send you marketing messages if you consent for us to do so.
You can stop receiving marketing messages from us at any time.

You can do this by the following methods
– By clicking on the ‘unsubscribe’ link in any email.
– By e-mailing sales@freenetelectrical.co.uk or by writing to freeNET Electrical, 14-18 Leicester Street, Melton Mowbray, Leicestershire, LE13 0PP.

Once you do this, we will update your profile to ensure that you don’t receive further marketing messages.
Please note that we will update our systems as quickly as we can but you may still get messages from us while we process your request – This should take no longer than 48 working hours.
Stopping marketing messages will not stop communications in regards to orders or customer related issues.

Online Advertising

Like many companies, we target freeNET Electrical banners and ads to you when you are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of freeNET Electrical or on freeNET Electrical banners or ads you have previously clicked on.

Your information

We will keep your information for as long as you have an account, or as long as is needed to be able to provide the services to you, or for as long as is necessary to provide product related services.

If required to meet legal or regulatory requirements, resolve disputes, prevent fraud, or enforce our terms and conditions.

Your rights

– The right to be informed about how your personal information is being used.
– The right to access the personal information we hold about you.
– The right to request the correction of inaccurate personal information we hold about you.
– The right to request that we delete your data, or stop processing it or collecting it, in some circumstances.
– The right to stop direct marketing messages and withdraw consent for other consent-based processing at any time.
– The right to request that we transfer or port elements of your data either to you or another service provider.
– The right to complain to your data protection regulator — the Information Commissioner’s Office.

Changes to our privacy statement

If significant changes are made to this statement than we will make that clear on our websites or by e-mailing you so that you are able to review the changes before you continue to receive marketing messages from us (If opted in).

Deletion of data

If you request deletion of your data, we will remove all your email/telephone information from all data holding areas. Only your name, address and order details with be kept in our in house system due to taxation laws (e.g the Finances Act 2008). This is currently held for 7 years from date of purchase.

How to contact us

If you want to contact us regarding anything within the privacy statement, review your stored data or request deletion of your data then please contact us by e-mailing sales@freenetelectrical.co.uk or by writing to us at:

Freenet Ltd
14 – 18 Leicester Street
Melton Mowbray
LE13 0PP

You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern https://ico.org.uk/concerns/

Google Certified Shops

You may also be contacted after your purchase asking you to review the products you purchased from freeNET Electrical. We supply the following information to Google who provide consumer reviews about some of the products on the site:

  • We will supply your name and email address and information about the purchased product to Google.
  • We will not share any credit or debit card information nor your address details with Google.
  • If you purchase multiple items in one order Google will only contact you about one of the products you purchased.


We may also obtain information about your online movements and use of the internet. We do this by placing a ‘cookie’ which is a small file, on your computers hard disk. Cookies are used for several reasons, for example to recognise you whenever you visit the website ensuring you do not have to enter all your details and thereby speeding up the process so you do not have to log on each time. It will also enable us to store your personal preferences, build up a profile about you and advertising campaigns. We cannot provide a full service to you if you disable the cookie function on your web browser so we advise you to maintain the same. For further information about cookies and how to disable them please go to: aboutcookies.org.

We use cookies in conjunction with Google Analytics, so we can track users throughout our website and continue to improve our service.

freeNet Electrical continually evolves its business for the benefit of its customers. In line with this it may be necessary from time to time to amend this Privacy Policy.

This website is owned by Freenet Ltd and the data controller is Freenet Ltd.


Legal Information


Freenet ELectrical T/A Stuart Westmoreland (Holdings) Ltd, 14-18 Leicester Street, Melton Mowbray, Leicestershire, LE13 0PP
Telephone 01664 502608
Fax 01664 502607

VAT Registration No. 598689541
Registered in UK 2992549
Registered office: Cawley House, 149-155 Canal Street, Nottingham, NG1 7HR

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