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Returns & Refunds

Easy Returns & Hassle Free Refunds

Occasionally things don’t go quite to plan or you may change your mind. That’s ok but be sure to check out our return and refund policy before cancelling or returning your item.


Returns & Refunds FAQ.

Q1 - I’ve placed an order for the wrong item. Can I change or cancel my order before delivery?


Yes! If wish to cancel or change an order prior to delivery that’s fine, but be quick as many of our products are picked, packed and sent out the same day. You must let us know as soon as possible by calling 0330 002 0229 or email

You will receive a full refund for cancellations in this instance.

Q2 - I’ve taken delivery but ordered the wrong item. What can I do?


If you discover you have ordered an incorrect item please give us a call so we can arrange collection of the unwanted goods and organise re-delivery of an alternative product. If the order has been delivered a collection charge will be incurred.

Please be careful when selecting your appliances to ensure they are the ones you require. Collection charges reflect the true cost of collection which will be liable by the buyer.

Collection charges vary dependant on the area you live and the size of your parcel. Collection costs and details about our 14 day exchange and cancellation policy can be found below.

Q3 - How quickly will a refund payment take to reach my account?


Our team will immediately process a refund upon request. It can, however, take 3-5 working days before the funds appear on your statement or the credit shows on your bank account.

Collection Costs


Change Of Mind & Cancellations.

We offer a 14 day exchange or cancellation after delivery. If you wish to cancel the order under the Distance Selling Regulations Act you may do so in writing via email to to arrange collection. We will respond to your email within 1 working day. Under the terms of the distance selling directive you, as the customer, have a duty of care for the product whilst it is in your possession.

You’ll receive a full refund for cancellation prior to delivery. If the order has been delivered you will need to pay a collection charge.

Collection Costs

Small Parcel (Via DPD)

  • Mainland UK - £25.00
  • Channel Islands - £30.00
  • Scottish Islands/ Highlands - £25.00
  • Isle of Man - £25.00
  • Scilly Isles - £30.00

Large Bulky Items

  • Mainland UK: £60.00 Sinks & Appliances. £80.00 Range Cookers & Side by Side Fridge Freezers.
  • Scottish Islands/ Highlands: £80.00 Sinks & Appliances. £120.00 Range Cookers & Side by Side Fridge Freezers.
  • Channel Islands/ Isle of Man : £125.00 Sinks, Appliances, Range Cookers & Side by Side Fridge Freezers.

Small items can be returned by the buyers chosen courier at their own cost. Please let us know by post or email if you plan to return the goods this way.

Items can be returned to:

Appliance House HDL
Unit 1B,
Squires Gate Lane,
FY4 3RN.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and no later than:

    • 14 days after the day we receive back from you any goods supplied, or
    • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
    • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Damaged & Faulty Items


Claims for damage after delivery will not be accepted once the item has been signed for. It is therefore essential to check all goods at the time of delivery. If you find a problem you must note this to the delivery team before they leave your property. If any of the goods are damaged they must be refused at the point of delivery. Items can not be left without a signature and can not be signed 'unchecked’.

All products sold by Appliance House Ltd are covered by a minimum 12 month guarantee. Many of the products we sell come with 5 year parts cover, others offer lifetime guarantees.

If you find a fault after the goods have been fitted you should do the following.

  • Step 1 - Check the manufacturers instruction book to ensure that it has been installed and is being used correctly.
  • Step 2 - Email or call us (stating your order number) to report the defect within 2 days of discovery.
  • Step 3 - Allow us to arrange a manufacturer's engineer to visit your home to inspect the faulty appliance.

We shall, at our discretion, repair or replace such goods (or the defective part) or refund the price of such goods, whichever is considered to be economically viable by Appliance House.

If the engineer cannot find a fault with the product you may incur a call out charge.

If an exchange is necessary, the manufacturer will arrange this without unreasonable delay and without charge. In most cases an uplift number will be provided by the engineer to authorise a replacement, this must be provided to us before we can replace the faulty appliance.

IMPORTANT! You must not attempt to repair any items yourself or contract a third party to repair the faulty goods. This will void the manufacturers' warranty.

Fair wear and tear in our reasonable opinion, abnormal working conditions (i.e. non-domestic use), failure to follow manufacturer instructions, misuse, alteration, accidental damage, deliberate damage or negligence will also void the manufacturers' warranty.

Extended warranties are available from most manufacturers and other providers should your goods eventually fall outside of their warranty date. This is recommended by Appliance House.

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