TERMS & CONDITIONS
When placing an order on our website you agree to all the terms and conditions below. We (Distons Retail Limited) have set out our terms and conditions as clearly as possible to ensure a smooth and pleasant transaction for you, the customer. When placing an order on distons.com you are purchasing from Distons Retail Limited.
Placing an Order
All of our available products can be purchased online via our website, distons.com or over the phone by calling us on 01788 624422.
Our Contract with you
When you have placed an order you will receive an automated email with details regarding your order. This is an acknowledgment of the order you have placed and not confirmation. Once we can confirm your order can be fulfilled you will receive a second email which includes your full sales receipt and information about your delivery. Until then we reserve the right to cancel your order for any reason if, for example we can no longer supply the model you ordered or we have made an error on the price. We will try to ensure this never happens but in these circumstances we will refund the payment you have paid in full. We reserve the right not to accept an order for any reason and will not be liable to you or anyone else in these circumstances.
All appliance stock levels are updated regularly but are subject to change without prior notice. Should a customer order an appliance online which is no longer available, then either a full refund will be offered or an alternative appliance will be suggested with any difference in price to be settled in full before delivery.
We try to make sure all the specifications and descriptions are accurate for every product listed on our website. Please note the dimensions shown for each product are the appliance “body” size only and do not include features such as handles and controls etc. Whilst we try to be as accurate as possible, all sizes, weights and measurements shown on the website are approximate only. We try to display the product colours as accurately as possible, however we cannot guarantee the image displayed on your monitor will accurately reflect the true product colour. Please also be aware that colours may vary depending on the manufacturer.
We offer all customers the chance to review our products after making a purchase. Any customer reviews of the products we sell do not form part of the description or specification of any product and is the customers opinion only. We are not liable if any information obtained from a customer review is inaccurate.
All prices displayed on our website include delivery to selected postcodes and exclude our services such as door reversal, connection, installation and disposal. A full list of the postcode areas we cover can be found on our Delivery information page.
We accept all major debit and credit cards. This includes Visa, Mastercard, Maestro and American Express. We also accept PayPal & Klarna payments on our website.
From time to time we'll offer discount codes for customers to use during checkout. These discounts can vary from money off your order when you spend a minimum amount or a percentage off one of the services we offer. Only one discount code can be used per order and not in conjunction with any other offer. Discount codes are limited to one use per customer and can only be redeemed on Distons.com. They are also subject to availability and can be withdrawn at any time. If you are returning part of an order where a discount code has been applied, you'll receive a full refund minus the discount.
We offer a delivery service, 5 days a week, Monday - Friday (excluding public holidays). All large appliances are delivered personally by us (unless otherwise agreed) to ensure the easiest and most convenient delivery service. Small items are sent via a selected courier service. You can choose a delivery date that's convenient for you after adding an item to your basket. We'll always try our best to deliver on your chosen date however, this is not guaranteed and is subject to our stock levels and availability.
If you (the customer) have provided us with a mobile phone number on your order, we'll text you a 3 hour delivery time slot the night before your delivery is due. If a mobile number has not been provided, you can add one after you have placed an order by clicking the "Add Number" link in the email that will be sent. Please note: the delivery text can only be sent to mobile phone numbers. If for any reason you can no longer accept the delivery on the date chosen or within the time slot given, please contact us on 01788 624422 and we can arrange an alternative delivery time and date.
We will contact you on the day your delivery is due to confirm someone is present to sign for the goods. We'll also un-package your large item(s) whilst delivering to ensure there are no damages. We ask the customer to also check the item(s) before signing for the delivery. By signing for the delivery you agree the item(s) have arrived in good condition.
The products we deliver are often large and heavy items to lift, so occasionally it may not be possible to access your property. It is your responsibility to ensure there is adequate access. Lots of steps, radiators, furniture, parking restrictions, narrow entrances such as doors and corridors are all things that could disrupt our delivery. In situations where we cannot access your property we can offer delivery to the nearest point possible, for example your garage. In this case any connection or installation services that may have been purchased will be refunded. It will then be the customers responsibility to make arrangements to get the product in. Unforeseen circumstances such as road closures, special events or bad weather can sometimes occur and may delay the delivery. If this is the case we will arrange an alternative delivery date that’s convenient for you. We’ll always do our best to deliver in these circumstances but cannot be held responsible if we cannot fulfil the delivery for reasons out of our control. If the delivery cannot be fulfilled, we are not liable for any costs incurred such as food deliveries or third party engineers.
We offer a connection or installation service on most of the products we sell. Prices start from £10 for freestanding appliances and from £65 for built in / integrated appliances. The exact prices are clearly displayed in the services section on each product page and can be selected when placing an order. The prices shown are to connect or install a 'like for like' appliance*. Below you can see what is included in these services:
• Connection to an existing water supply and waste pipe (if applicable) within 1.5 metres.
• Connection to an existing and suitable power supply within reach of the new appliance.
• Connection to an existing vent hose or hole (tumble dryers).
• Levelling the new appliance.
• Fixing the new appliance to existing kitchen unit(s) and or worktop where suitable (built in / integrated appliances).
• Installation of kitchen unit door and kick board (built in / integrated appliances).
• Removal and disposal of new appliance packaging.
Not included in our connection or installation service:
• We do not undertake any plumbing or electrical jobs that may be required in order to install the appliance.
• We do not drill holes to allow for ventilation for appliances such as tumble dryers etc.
• We do not alter kitchen units to allow a new appliance to fit.
Should the kick board need to be removed to allow the installation of a new appliance, it should be easy to do so and not glued or bonded into position. If the kick board is fixed into position using glue or other form of bonding, we will not be held responsible should any damage occur to the floor, kick board or any other item, if the customers asks us to proceed with the installation.
*For example: to replace an existing single oven with a new single oven. The fee does not include for example: If you would like to install a new induction hob, but you currently have a gas hob. This replacement can usually be done however, additional charges will apply. Please contact us for a quote to replace an appliance that is not 'like for like'.
We offer a disposal service with most of the products we sell, starting from £10. The price is clearly displayed on the appropriate product pages and can be selected when placing an order. The fee charged covers our costs to transport and dispose of the product accordingly. If you're only selecting the disposal option, the old appliance must be disconnected and ready to go before we arrive. If it's a fridge or freezer we ask that it's also free from any ice and water.
Cookers, Ovens & Hob Installations
We offer an installation service for all electric cookers, ovens and hobs that we have available. When installing a new hob, the current hole in the worktop must not be any larger than the new hob. If required, we are able to make the worktop hole bigger to allow the new hob to fit, but this can only be done on wooden worktops. Other worktops such as Tiled, Metal, Granite etc must be made the correct size before we arrive. We need to be able to access an isolation switch and connection point for the power supply to safely carry out the installation of a new cooker, oven or hob. In the rare occasion we cannot complete an installation, the customer will need to call out an electrician to complete it. If this is the case any money paid for our installation service will be refunded. We’ll check the housing or unit that we are installing a new built in or built under oven into before carrying out the installation. This is to ensure it is safe to use and can hold the weight of the new appliance. If we do find damage, unfortunately we won’t be able to carry out your installation. It is the customers responsibility to ensure that the new cooker or hob is a safe distance away from anything flammable, such as plug sockets, wallpaper, cupboards and shelves. If we arrive and it’s unsafe, we won’t be able to complete your installation.
Damage to property
While we ensure every appliance is delivered and disposed of with the utmost care, Distons Retail Limited cannot be held responsible for any damage or injury to a property or person that may occur whilst we are delivering, installing or disposing of an appliance.
If you’re not completely satisfied with your new appliance, we can offer you a refund if you let us know within 30 days of delivery. If the product has been used or installed then only a partial refund will be given to allow for the decrease in value from your use. In this case, we will only offer a refund of up to 50% of the original purchase price. We check most large appliances whilst we deliver to avoid any issues with damages, however, on some occasions we may not be able to do this, for example if the appliance is being delivered by an alternative courier. If the appliance is not checked by the delivery driver and is damaged, please contact us immediately to make us aware of this. We will require a description of the damage, along with photographs to help us resolve the issue quickly. Damaged appliances caused by the customer moving it cannot be returned. Should any damage be found after signing for the delivery, we cannot be held responsible. To request a return please contact us by calling 01788 624422 or using the contact us section on our website. We charge £35 to collect large appliances which will be deducted from the total amount refunded. Small appliances can be posted back to us at the customers cost. Any appliance returned back to us that has been ordered in specifically for a customer will be subject to a 30% restocking fee.
Faulty or Damaged Appliances
If an appliance is thought to be faulty, we’ll offer a resolution depending on the timeline or situation as stated below:
• Within 30 days of delivery, We’ll arrange for an engineer from the appliance manufacturer to visit your premises to confirm the fault. If a fault is confirmed we’ll offer a replacement or refund.
• Within the guarantee period, the manufacturer will send an engineer to repair or replace the faulty part or appliance. If an appliance is deemed to be faulty due to being wrongfully installed by a customer or third party, or from customer neglect, then no exchange or refund will be issued. If an engineer is sent out from the manufacturer and these faults mentioned are found, then the manufacturer may charge a call out fee for the engineers time.
• If your product becomes faulty after the guarantee period, no replacement or exchange will be offered. The appliance may be repairable, in this case the manufacturers call out and repair fees will apply.
Please note: Some manufacturers offer a parts only guarantee. In this case, only the cost of parts are covered if a repair is carried out. The manufacturers call out and labour fees will still apply.
It’s extremely important to remove any transit bolts or packaging that may be fitted to the appliance before use. Failure to do so may result in permanent damage to the appliance and will void any guarantee.