Terms & Conditions

When placing an order on our website you agree to all the terms and conditions below. We 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 in stock 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. 


Availability 

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 in stock 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. Appliance stock levels are shown on each product page. Appliances listed as “In Stock” means either we or our supplier have the appliance available. Appliances we physically have in stock can be delivered within 1-2 working days. Appliances we have available but not physically in stock will usually be delivered within 2-5 working days. All available delivery options are clearly displayed on the checkout page when making a purchase.


Website Information 

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.


Customer Reviews 

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.


Prices 

All the prices we display include delivery to CV, LE & NN postcodes and exclude our services such as door reversal, connection, installation and disposal.


Payment 

We accept all major debit and credit cards. This includes Visa, Mastercard, Maestro and American Express. We also accept PayPal on our website.


Deliveries 

We currently deliver to all CV, LE & NN postcodes, 6 days a week, Monday - Saturday (excluding public holidays). All large appliances are delivered personally by us to ensure the easiest and most convenient delivery service. Small items are occasionally sent via a selected courier service. We offer an Express Delivery service (1-2 working days) and a Standard Delivery service (2-5 working days). The delivery options depend on our stock levels and will be displayed clearly on the checkout page before you place an order. You can contact us on 01788 624422 to confirm a more accurate delivery date before placing an order. Once you have placed an order we will contact you via email with a delivery date. We will also contact you on the day your delivery is due to confirm someone is present to sign for the goods. If the delivery date that has been allocated is inconvenient for you, please contact us on 01788 624422 to arrange an alternative date. We will 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.


Delivery Restrictions 

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.


Installation 

We offer a connection or installation service on most of the products we sell. Prices start from £10 for freestanding appliances and from £50 for built in / integrated appliances. The exact prices are clearly displayed on each product page and can be selected when placing an order. 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 or worktops to allow a new a
ppliance to fit.


Should the kickboard 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 kickboard is fixed into position using glue or other form of bonding, we will not be held responsible should any damage occur to the floor, kickboard or any other item, if the customers asks us to proceed with the installation.


Please note: A £50 additional installation fee is applicable when a large appliance is to be installed on a boat or barge. 


Disposal

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. This service also includes disconnection of the old appliance. The fee charged covers our cost to transport and dispose the product accordingly. All we ask when the disposal service is purchased is that the appliance is empty. If it's a fridge or freezer we ask that it's also free from any ice and water. 


Gas Appliance Disposal

If you select our gas disposal service when placing an order and choose not to use our installation service, the gas appliance must be disconnected and ready to go. If you select both our installation and disposal services, we will disconnect your old gas appliance whilst we fit your new one.


Cookers, Ovens & Hob Installations

We offer an installation service for all gas and 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/gas 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 or gas safe engineer 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.


Returns 

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 £20 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.


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.