TERMS AND CONDITIONS OF SALE

This website is operated by Ruislip Appliances Limited trading as ("we", "us" or "our").Please read these terms and conditions carefully. By submitting an order on this website you are agreeing to the terms that appear below (as amended from time to time). The terms that will govern your purchase will be those in effect at the date of your order.

These terms and conditions do not affect your statutory rights. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

Security

All credit card numbers are totally secure and are encrypted in the software when the order is placed using 128bit SSL encryption. We also have "Verified by Visa" and "Master Secure" on our website for additional security. To process your order securely we require you to provide us with a landline telephone number.

Prices

All our prices are inclusive of VAT. (Also see "Delivery" below for information about delivery charges.)

Payment Methods

We accept payment by Visa, Mastercard, Switch, Delta, Maestro and Solo. We also accept cheques, direct transfers (BACS and CHAPS payments) or postal orders, however all cheques must receive a bank clearance before the order will be processed. This can add up to 7 days to your delivery date.

We take full payment for the goods when you place your order with Ruislip Appliances.

Order Confirmation

You will receive an email confirmation immediately after you have placed your order to let you know that we have received your order.

Order acceptance

You will then receive a further email from us confirming that your order has been accepted. This email will include your invoice which will be sent to you as an attachment. Please ensure that all your details on the invoice are correct. Any changes need to be notified to us within 24 hours of you receiving your invoice.

Description of Goods

All the products we sell are of a technical nature. We do publish technical drawings supplied to us by the manufacturer but please note that these are a guideline only. All images, descriptive matter, specifications and advertising on our site are provided for the sole purpose of giving an approximate description of the goods and may not be exact. We don’t give dimensions for built in products because of the difficulty in applying the correct details to every request. Full detailed specifications as well as actual cut outs are available directly from the manufacturers and it is the customer’s responsibility to confirm exact dimensions with them if required.

IT IS THE CUSTOMERS RESPONSIBILITY TO ENSURE THAT THERE IS SUFFICIENT ACCESS FOR THE APPLIANCES TO BE DELIVERED BEFORE PURCHASING. PLEASE NOTE THE DIMENSIONS BEFORE PROCESSING YOUR ORDER.

Delivery

Delivery of all appliances is to the ground floor of any mainland UK address with suitable access. (Please see "Access") Delivery usually includes bringing the appliance to your home, un-boxing and removing the packaging. We are able to store your goods for a maximum of 14 days, free of charge. Thereafter, each item will incur a weekly storage charge of £25. If you want delivery to be made to a destination other than the ground floor, please contact us to check whether this is possible. This will depend on the type of appliance you are ordering and the level of access available. If you are not at home on the date that has been agreed and the delivery company cannot contact you, we reserve the right to charge you for the re-delivery. Your statutory rights are not affected by this clause. Some smaller units will be delivered by a courier company. You will not be contacted beforehand, and if nobody is available to accept delivery, you will be carded. Contact can be made directly to arrange a redelivery. Delivery will be between 7.00am and 8.00pm. Ruislip Appliances will endeavour to make the delivery as easy as possible, but any delivery times given are a guide only and we expect to have access between 7.00am and 8.00pm as well as being able to contact customers if required. Any special arrangements made directly with a delivery company are between that company and the consumer. Ruislip Appliances will not be held liable for any of these arrangements.

Despite us offering a free delivery on appliances, there are actually significant costs involved in delivering the product. If for whatever reason you are unable to accept delivery, please contact us as soon as possible. Failure to accept delivery on the arranged specified day, or cancellation of a pre booked delivery, less than 48 hours prior to the specified date, will incur delivery charges as listed below:

RE-DELIVERY FEES
Standard delivery £55
American refrigeration, Range Cookers and oversized items £110

Under certain circumstances, special deliveries may have been arranged, and priced, on an individual basis. If these deliveries prove to be failed, the full charge would be levied in order to carry out a re-delivery.

In addition to the above charges, in order to cancel or amend the date of delivery, giving more than 48 hours notice, an administrative charge of £15 will be payable.

Delays in Availability of Goods and Delivery Dates

Major domestic appliances are normally delivered directly from the manufacturers and are usually delivered within 14 Days of you placing your order. American refrigeration and range cookers can take up to 3 weeks to be delivered. If a delivery is going to take longer than we would normally expect you will have the right to cancel the order. We will endeavour to deliver goods within these time periods, but goods are subject to availability and delay in the delivery of goods is frequently in the hands of a third party and often outside our control. Any dates we specify for the delivery of goods are approximations only and we shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay in the delivery of the goods. Some orders may be delivered in more than one drop.

All orders taken are processed with our suppliers within 24 hours, and it may take us a few days to get back to you on delays because we are dependant on how quickly the manufacturer advises us of a stock problem. Should you choose to cancel your order; we will refund any money to you for any goods that are out of stock with the supplier within 7 days of taking your payment.

WE RECOMMEND THAT YOU DO NOT ARRANGE DATES FOR YOUR FITTERS UNTIL THE APPLIANCES HAVE ARRIVED AND HAVE BEEN CHECKED FOR DAMAGE.

Inspection of goods

We will only deliver goods to the address on the order and goods will not be left without a signature. You are required to make all the necessary arrangements to take delivery of the goods whenever they are tendered for delivery. When your goods arrive, please make sure that they are unpacked and inspected whilst the driver is still present BEFORE signing the delivery note. Claims for goods not checked will not be accepted. This does not affect the guarantee of the product. In the unlikely event of damage occurring during transit, please refuse delivery of the goods and notify us immediately by telephone and in writing via email. Products that are deemed to be faulty cannot be used. If this is the case then an exchange can no longer be made and an engineer will have to call out to repair it. We cannot accept liability for damages or errors if goods have been fitted or if you have had the appliances in your possession for more than 7 days and have failed to notify us in writing if a product has been delivered incomplete.

PLEASE ENSURE THAT YOU KEEP THE ORIGINAL PACKAGING IN CASE YOU HAVE ANY REASON TO RETURN OR EXCHANGE YOUR GOODS.

Access

Please measure access to doorways and stairs to ensure that what you have ordered can be manoeuvred to its destination. The appliance should be able to fit through all doors and access passages, including stairs, without the need to remove, bend or distort any house fixtures or fittings or the appliance itself (i.e. doors, frames etc). Ruislip Appliances will endeavour to deliver as near as possible to the site as a safe hard road permits. In the event that suitable access is not available, the delivery agent reserves the right to refuse delivery. There may be a further charge for additional man power and each additional floor is subject to a charge. This is provided it doesn’t contravene any Health & Safety regulations. You can of course have your order delivered to the ground floor and arrange for the goods to be taken into your home yourself. We reserve the right to refuse delivery if you have not informed us that delivery should not be made to the ground floor, and we will give you the choice of our leaving the appliances on the ground floor or taking the appliances away and levying a failed delivery charge (see schedule of charges under "Delivery"). In extreme cases, up to 6 people as well as mechanical equipment could be necessary to complete a delivery. Any additional manpower or equipment required for this will be chargeable to the customer. Once again, it is imperative that you note the dimensions of the product and make sure that the item will fit in your home before purchasing.

Cancellation and returns

PLEASE ENSURE THAT YOU KEEP THE ORIGINAL PACKAGING IN CASE YOU HAVE ANY REASON TO RETURN YOUR PURCHASE.

You may cancel your order at anytime before booking delivery and without penalty. A full refund will be made within 7 days of your request to cancel.

You may also cancel your order up to 7 working days after the day of delivery and return it under the Consumer Protection (Distance Selling) Regulations 2000, for an exchange or refund. However the following points must be observed:

  • Cancellations will only be accepted by emailing us at sales@ruislipappliances.com or if it is put in writing and sent to us at the address we have listed on the contact page of our site. You will be notified once your order has been cancelled and any refund due has been made.
  • Items must be returned in an unused condition with the original packaging, along with the receipt or other valid proof of purchase, within 28 days of notifying us of the cancellation to the Ruislip Appliances Distribution Centre which is at 112-116 Pembroke Road Ruislip Manor HA4 8NW. As we cannot be held responsible for non-delivery of returned goods we recommend that you obtain proof of posting. The customer is also responsible for any damage caused to the goods whether made while in his/her possession or in transit back to Ruislip Appliances. Returns outside of 28 days may not be accepted and full charges may apply.
  • Charges may be levied to cover admin, handling, transport, storage and repackaging. This is rarely more than 25% of the cost of the appliance. Correct paperwork must be completed and a return form will need to be attached to the appliance.
  • Items are to be returned at the customer’s expense unless the item purchased was damaged or faulty when it was received. Ruislip Appliances can arrange for the goods to be collected but it is to be noted that the amount charged for delivery of a product is subsidised, and that the true cost of delivery will be charged for products we collect. Please refer to the schedule of costs under "Delivery" to see what the true delivery costs are.
  • All goods received back from customers are carefully checked when received. In the event of the product being damaged or missing fittings or fixtures, the product will be returned to the customer at the customer’s expense and a full refund will not be processed. No goods will be accepted back without the correct paperwork.
  • Customers will be charged for accessories that don’t get returned back with the product. Examples of these charges are £10 for an instruction manual and £20 for washing machine pipes. We cannot accept returns of unwanted goods if the item has been installed or used.
  • We cannot accept any returns that have been made up to a customer's specification, if the customer has made an error.

All goods are ordered specifically for individual orders. The customer should check at the time of ordering that all items are correct. Subsequent changes may incur administrative charges.

Faulty Goods

All goods are sold with full manufacturer warranties. The manufacturer reserves the right to repair the product. You must notify the manufacturer immediately if a product should fail to operate correctly. If it is within 28 days of delivery we will request the manufacturer thereof to send a qualified representative to inspect the item to confirm that the item is faulty or not working to their specification before arranging an exchange of the product. You will need to be available to accept a service call on a week day between the hours of 0800 and 1800. An engineers report is required before a replacement can be considered. This will be at the discretion of the manufacturer.

Please note that once an electrical appliance is installed, the manufacturer would need to send a service engineer to inspect any appliance to ascertain whether or not any fault was due to a product defect or a bad installation. This call is chargeable if the problem has been caused by a bad installation and the engineer finds no mechanical or electrical fault with your product. Remember that you should use a qualified fitter for certain appliances (i.e. gas appliances should only be fitted by someone with the appropriate Gas Safe certification). If a product is returned as faulty, but is not deemed to be faulty by our technicians the product will be returned back to you. This will be done subject to an administration fee of £50 along with the cost of carriage, which can be seen in the schedule we have under "Delivery".

Guarantees and claim forms

All products supplied are covered by the terms and conditions of the manufacturer's guarantee. This is usually for a period of 12 months, but can be for up to 10 years. If a service call is made whilst a product is under guarantee, the full cost of the service call will be charged to your credit card account if our engineers find no mechanical or electrical fault with your product. This does not affect any statutory rights that you may have. In the event of the manufacturer offering an extended warranty, it is the customer’s responsibility to complete the paperwork and to process this directly with the manufacturer. If this is not done by the customer where required, Ruislip Appliances:w are not in a position to assist the customer with any extended warranty claims.

Refunds

Refunds will be made to the same credit card that was used for the transaction, within 7 days of notification.

Risk

The risk in the goods shall pass to you, the customer, on arrival at the delivery premises. Damage due to difficult site access or unloading shall be at your risk. When difficult access is encountered, the customer will be asked to sign a disclaimer form. Although every care will be taken during the delivery of the appliance(s), neither the delivery drivers nor Ruislip Appliances can take responsibility for damage to persons, property or the appliance(s) during the delivery, once a disclaimer form has been signed. This does not affect your statutory rights.

Installation and connection

None of our prices include installation. However, in some cases, connecting the product to existing pipe work might be included in our price. This will be stated in the product description if applicable. Please note that the service to connect the product to existing pipe work will include no installation or building work. It is the customer’s responsibility to ensure that all fittings and connections are in place, safe and functioning prior to delivery and this may involve arranging for this to be done with a qualified tradesman.

Removals

Ruislip Appliances are able to offer a removal of certain old appliances in most post codes for £35 per product. This is provided the products are disconnected and free of excess water and that all fittings have been disconnected prior to our arrival. In the event of the product still being installed, we will be unable to refund the £35 charge, or make an appointment to collect at a later stage. www.recycle-more.co.uk where they can get details of their nearest registered recycling facilities.

Accessories

Please note that accessories can only be delivered free of charge if they are ordered together with an appliance. Accessories are also all classified as special orders and can therefore not be accepted back from customers once they have been ordered.

Help with Fitting Gas Appliances

If you are buying a gas appliance, you will need a Gas Safe Registered Engineer to fit it for you. This is not a service we can offer, but you can find your nearest Gas Safe registered engineer by clicking on the link Gas Safe Registered Engineer.

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and in accordance with the Data Protection Act 1998. We collect this information to enable us to process your order and offer you the best possible service. Calls may be recorded for quality and training purposes.

All personal information that you provide will be held confidentially within our secure database and will not be passed to third parties unless you give permission to do so or it is necessary to do so in order to provide you with the services you have booked. Where payment is processed via credit card, credit card numbers are not retained on our database.

The type of information we will collect about you includes:

  • Your name
  • Address
  • Telephone number
  • Email address

The information we hold will be accurate, up to date and can be also be verified by emailing us. Should you find any inaccuracies we will delete or correct them as required. We may also use this information to inform you about update you on our product offers if you have agreed to receive if you have opted in. If you do not wish to receive this information from us please send us an email at unsubscribe@ruislipappliances.com

Ruislip Appliances 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.

Restrictions on use of material

No material from Ruislip Appliances or any website owned, licensed or controlled by Ruislip Appliances may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any way, without the prior written consent of Ruislip Appliances. Modification of the materials or use of the materials for any other purpose is a violation of Ruislip Appliances copyright and other rights. In the event that you download software from the site, the software, including any files, images incorporated in or generated by the software, and data accompanying the software are licensed to you by Ruislip Appliances. Ruislip Appliances retains full and complete title to all information contained within this site.

Trademarks

All company names, logos, trademarks, product names or photographs displayed in this website are the property of their respective owners.

Ruislip Appliances reserves the right to amend these terms and conditions without notice.

Complaints, enquiries and company details

Should you have a grievance with Ruislip Appliances please:

  • Email us at sales@ruislipappliances.com
  • Contact us by telephone on 01895 633837
  • Write to us at:
    Ruislip Appliances
    114 - 116 Pembroke Rd, Ruislip Manor, Middlesex, HA4 8NW

Registered in the UK, Company Number: 607584, Registered Office: 112-116 Pembroke Road Ruislip Manor Middx HA4 8NW

Should you feel that we could improve our service at Ruislip Appliances, please do inform us of your comments and recommendations and we will take them into consideration.

Disclaimer

It is our intention that all information on this website is as accurate and up to date as possible. However, we cannot guarantee this. We shall have the right to refuse or cancel any orders to take account of any increase in our suppliers prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been confirmed. Errors on our website are rare, but mistakes can happen. In the unlikely event of an error in price being made on our website, we will contact you and give you the opportunity to amend or cancel your order. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your credit card account in the value of the incorrect price (including delivery charges). We will not be liable for any injuries or financial loss from accidents related to the order or loss of time and monies resulting from delays, non-deliveries and wrong delivery. Price and availability information are subject to change without notice.

Ruislip Appliances and its employees and agents accept no responsibility whatsoever for any damages caused by any means howsoever to floor coverings, worktops, appliances or any person or property upon the delivery, removal, return, installation of appliances or for any other reason whatsoever. We do not accept responsibility for time or earnings lost or for any other consequential loss.