Returns and Cancellations
Cancellations
If you change your mind after placing an order, you can cancel at any time before the goods are despatched, regardless of the reason, without any cancellation fees.
Returns
If you are not entirely happy with your purchase or no longer require the product, you can return it to us within 30 days of purchase date. Just contact us via customer.care@shipitappliances.co.uk and we’ll provide you with return instructions.
We do require the product to be unused to provide a full refund.
- If you cancel your order within the 14-day statutory cooling-off period, we’ll refund you any standard delivery charges. Any service charges already completed will not be refunded.
- You may return the item directly to us at 8 Coronet Way, Salford, M50 1RE.
Once the return of an item has been confirmed with ourselves, it has to be completed within 14 days. If it arrives any later, we will not be able to issue a refund.
To speed up the identification of your return, we require your full name and order number to be clearly highlighted on the outside of the packaging, in such a way, that it does not damage the original product or the packaging.
Products returned without this information will require identification which can add further time and delays in processing the returns and refunds.
You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.
We recommend that goods should be inspected prior to the return and images sent to our customer care team. They must also be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.
If you do not use insurance and the goods are damaged or lost, you are fully liable for the cost of the goods. If the product is damaged in return transit, if insured, you will be able to put in a claim for reimbursement through the carrier.
We can provide any images or information that you require to process your claim.
Missed delivery
Damaged Goods
We cannot stress enough how important it is to check your order on delivery. Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However, if any damage is noticed at the point of delivery the order can be refused and returned with the driver.
For large items delivered by a 2-man carrier service, you can ask the driver(s) to help you unpackage the goods and wait whilst you check them. Please do take advantage of this service so any defects can be reported immediately and the goods taken away and exchanged for a quick resolution.
Whilst we understand that you may not want to open and test your item as soon as it arrives, it is very important that you report any issues as soon as possible, preferably on the day of delivery. However, if this isn’t possible, we consider it reasonable to check your items within 2 days of delivery.
If you do not intend to use your goods immediately, please open and inspect them before storing. We are unable to accept any damage requests reported outside 30 days of purchase date.
NOTE: Please do not try to fit a damaged item/appliance without calling us for advice first.
To report a damage after delivery, we would require you to send us an email to customer.care@shipitappliances.co.uk stating your order number, purchase date and your full name as well as include any images of the damage to the product and/or packaging so we can deal with the matter as quickly and efficiently as possible.
Failed deliveries
For us to deliver you appliances, we need you to support us. That means you have to do a few things, including having someone at your property on the date your appliance is due to be delivered.
If your delivery fails because you’re not in, or any other reason that you’re responsible for (including amending the order after 2pm cut off), a failed delivery charge will apply. See table below for details:
|
Item Size |
Failed Delivery Charge |
|
Large Item (30kg and above, e.g. freezer, oven or fridge) |
£50 |
|
Small Item (under 30kg, e.g. air fryer, mini fridge) |
£25 |
Faulty Goods
On rare occasions products may develop a fault. Our policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimize the time you are without a functioning appliance.
The policy for dealing with faulty items differs depending on the product type and when the fault developed. Depending on the above-mentioned circumstances we will aim to either repair or replace the appliance. If the aforementioned is not viable a refund would be offered.
We will offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.
To report a fault with a product, please send an email to customer.care@shipitappliances.co.uk stating your full name, date of purchase, order number, the product code, serial number and a description of the problem in order for us to deal with your enquiry quickly and efficiently.
Ship It Appliances Customer Care Department
Email: customer.care@shipitappliances.co.uk
Phone: 01623 625658
