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Please note that although we take great care in supplying the specifications of the goods on our site they are liable to change without warning by the manufacturer. We will inform you as soon as we are aware of any changes. If you have any queries in relation to specific features to an appliance please do not hesitate to contact us. It is always advisable to view a real product before making a decision to purchase. All products are supplied with standard accessories as denoted by the manufacturer, but should additional ones be required (e.g. longer washing machines hoses) then please contact the relevant manufacturer's spares department, or local spares stockist (e.g. plumbers merchant).

Delivery times will vary depending on stock availability and busy periods, normally 2-5 working days. We will advise you the day they are to be delivered if coming direct from the manufacturer, and the day of despatch if coming direct from our warehouse. This information can be in the form of an email or phone call from one of our operators.

If an item is out of stock you will be contacted to rearrange delivery or to cancel the order if you do not wish to wait for the product. If the item is delivered direct from the manufacturer then payment would be required in full to secure your order. This is fully refundable should you choose to cancel prior to delivery or during the cancellation period. If the item is despatched from our warehouse then the full amount will be taken on the day of despatch.

We use express carriers to deliver these goods, which must be signed for on delivery. We use a daytime delivery service with the carrier Interlink. They will deliver between 9 am and 5 pm Monday to Friday. Other services are available upon request at an extra charge.

If by chance no one is available to accept the goods then the carrier will leave a card, and arrangements can be made directly with them to re-deliver the item. Alternatively you may collect the goods from your local depot. If yourself or a third party is accepting a smaller item and can not inspect it, then please mark the delivery book as 'UNCHECKED BY' and then the name of the person accepting it in capital letters.

Please be aware that all our main kitchen appliances will be delivered via a palletised delivery courier. In essence this means that the product will be delivered to you on a pallet, and the courier company are only liable to supply the item off their delivery vehicle and onto your property. Please note the delivery address must be accessible to a 60 ton lorry and any narrow lanes or roads could mean a failed delivery, which would incur a failure charge. The product will normally be delivered by one man with a pallet truck, which has limited movement on any uneven ground, whether that be by composition and/or gradient. The delivery agent is not under any obligation to deliver into your property or unpack, and it is advised that additional persons be available to assist you in moving the product if necessary once deposited by the delivery driver.

If an order is placed with us then the product will be ordered in if necessary, and then a confirmation call be made to you once it has arrived, and before dispatch. Once the item has arrived with the courier company in your area, they will call you and arrange a delivery within 3 working days. Please note they will not be able to warehouse your item any longer than this. An AM or PM delivery will be offered where possible. If you are able to remove the product(s) from the pallet(s) then the delivery company will take those pallet(s) with them. We would always recommend that an item is checked on delivery, but should it not be possible to remove the packaging then the goods must be signed 'Packaging intact, contents not checked'. Any damage MUST be reported by as soon as possible, for us to be able to take any action.

Please note that any item due for exchange must not be used unless the manufacturer or ourselves have authorised it. No used item will be accepted back for exchange unless previously agreed, and you may be charged for the aborted call or collection and return of the original product to you. If an item is being returned for refund to either ourselves or the manufacturer, no refunds will be issued until we have confirmation that the product has at least been collected.

All appliances supplied by freeNET have a minimum of 1 year manufacturer's warranty for parts and labour, and in some cases longer, as stated by the manufacturer. All warranties are valid for domestic use only unless otherwise stated. Most of these guarantees can be fully extended up to a 5 year cover  through our insurance company.

Some manufacturers do not have nationwide service engineers e.g. Panasonic, and with these companies you will need to contact their local authorised service dealer. If you do not have a local repair centre we can organise the return of small goods to us for repair but at your expense for any costs we incur.

SPECIAL NOTICE FOR LCD & PLASMA TELEVISIONS
freeNET would encourage consumers take the time to familiarise themselves with the nature of Plasma/LCD technology. ISO 13406 is an international manufacturing standard which addresses Plasma/LCD display image quality. Pixel defects are among the quality issues defined. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms and conditions of the warranty. This standard may be amended in the future with technical developments.

All our products named above are covered by a repair service carried out directly between the manufacturer and yourself. There is a telephone number detailed in the paperwork accompanying your purchase, and this can be called to organise a repair. With Plasma repairs, the manufacturer will leave a loan panel when available until your one is returned.

Please note that we are not allowed to handle any repairs to these items, and can only accept back products where damage has been caused during delivery. Should this be the case, then please refer to our terms above (Acceptance of Goods) regarding these situations.

Should you have any problems with the service we provide, we would welcome any comments either by phone or by email. These will be responded to as quickly as possible, but no later than five working days. All complaints will be dealt with on an impartial basis and in confidence, except where it is necessary to contact a manufacturer regarding your complaint.

In the event that there has been a problem with delivery, we will endeavour to have the matter resolved with the manufacturer in question within 48 hours. Should the complaint involve damage to the item on delivery, or complete non-delivery, we cannot promise that the matter will be resolved straight away. This is due to the movement of stock within the various manufacturers delivery procedures, and it may take a minimum of two working days to have the matter concluded. In all situations we will try our up most to resolve any problems as quickly, easily and fairly as possible.

Under the European Directive on distance selling, incorporated into UK Law by The Consumer Protection (Distance Selling) Regulations 2000, you as a customer have the option to cancel any order within seven days from the day after delivery. There are conditions that must be met however, for us to consider accepting back an item. These are:

• The item must not have been used in any way;

• The item must be unmarked and free from blemishes of any kind, except for those mentioned on the delivery form you signed when you accepted the item;

• The customer is liable for any cost incurred by us in having the item returned and restocked. This may include, for instance, any pick up charges made by a manufacturer if it has been home delivered, or the cost for the item to be returned by our nominated courier if this is not applicable.

You can use any method of carriage back to us should you prefer, but the safe delivery any item is your responsibility, and if we find the item is damaged you will need to claim on your nominated couriers insurance for the full cost of the item(s). If you have not taken out insurance you will be liable for the cost of the item yourself

If any of the criteria above is not met when the item is returned, then we will return the goods to you at your expense.

If the returned item is being returned directly to the manufacturer, refunds will be given when we have confirmation from the manufacturer that they are happy and all the above criteria has been fulfilled. If it is a collection back to our warehouse, we will inspect the goods when we have them. Your credit card will be credited within 30 days of cancellation.

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