TERMS AND CONDITIONS
Terms & Conditions
These Terms and Conditions apply to every order placed with Rangecooker Showroom. We are passionate about our customers and making sure that you are happy. The following sets out the terms and conditions that apply to your order (instore or over the phone).
Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement.
However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods. We reserve the right not to fulfil your order for any reason. For example, if we have made an error on the price or similar or we simply can’t get hold of the model you need.
In the event of these circumstances we will refund you any price you’ve paid to us.
We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
Customer Reviews
Any customer reviews of the products we sell are the opinions of our customers. They do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.
Prices
From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply.
We may also offer delivery and services (including installation) at a reduced rate as part of a promotion. This is subject to availability and can be withdrawn at our discretion.
Some of our products are not held in stock in our warehouse, and are held by our partners or ordered from manufacturers. These products may not be eligible for any delivery promotions.
Delivery
We offer delivery to London, the south of England and the Midlands. Delivery fees vary depending on location.
The products we deliver are often heavy items to lift. Steps, narrow corridors, radiators and restricted parking are some examples of issues that may hinder our ability to deliver. It is your responsibility to ensure access to your property.
In situations where we cannot gain access, we may be able to offer delivery to the nearest point possible, so you can make arrangements to get the product in.
Delivery Limitations
It is possible that something out of our control (closed roads, other adverse weather conditions, etc.) may prevent us from completing the delivery.
We will contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if your delivery cannot be fulfilled due to reasons beyond our control.
On the rare occasions where a delivery is unsuccessful, we are not liable for costs incurred. This might include things like a third party engineer or food deliveries.
Disconnection
Please note that disconnection is covered in the installation charge on cooking and integrated appliances.
We can only disconnect your cooking or built-in/integrated appliances when you select the installation service on a new cooking or built-in/integrated appliance when you place your order.
If you have ordered a disconnection service, there are a few things you will need to do before we arrive:
- Please ensure your fridge or freezer is defrosted and all food is removed
- For washing machines and washer dryers, you’ll need to remove any clothes from the drum
- If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed
Remove & Recycle
When using of our recycle service and you haven’t opted for our disconnection service, please disconnect (and defrost if necessary) your appliance before we arrive.
The cost of this service relates to safely transporting the product to a recycling plant. Under the WEEE regulations, recycling costs are borne by the product manufacturer.
Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our premises; Rangecooker Showroom, 370 Rayners Lane, Harrow, Middx HA5 5ED – Friday to Monday 10.00 to 16.00. Proof of the delivery of our product will be required. We can only accept like for like items to those that were delivered.
Installation
We offer an installation service for most of the products, but we won’t be able to connect your new items if:
- Any electrical/plumbing supplies needed fail the delivery team’s testing or are unsuitable.
- Any water supply needed cannot be isolated or is unsuitable.
- Any drainage/waste facilities needed are unusable.
- Mechanical adjustments are required to the item(s) to overcome such things as water pressure etc. Alterations to existing plumbing and electrical are required.
If you’re making use of a connection/installation service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive.
From time to time we may offer installation services as part of a promotion, for example half price or free installation. Postcode restrictions apply.
Conditions for Gas and Electric Installation
We use third-party Gas Safe engineers who are also skilled in electrical connections and able to install your new cookers, range cookers, hobs and ovens.
If you need us to disconnect your old appliance, we will do this when we arrive (and for gas and hard-wire installations, disconnection is included in the installation charge).
For your safety there are rules around connecting cookers:
- Please ensure that you have suitable ventilation.
- You need to check the dimensions of your new appliance and make sure there’ll be enough room around the back and side for ventilation once we’ve installed it.
- You need to make sure you’ve got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the “Hot Zone”, need to comply with the manufacturer requirements and Gas Safe legislation
- It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the Hot Zone isn’t clear, we won’t be able to complete your installation
- There needs to be an existing gas supply to the installation point
- There needs to be access to a 3-pin electric socket within 1.2 metres of the installation area
- If you’re planning to run your appliance using cylinder gas, you’ll need to make us aware when you place your order
Installing Hobs and Cookers
We install hobs based on the current hole in the worktop not being larger than the size of your new hob. If required, we can make this hole bigger to install the new hob but we can only cut into worktops that are made of wood.
Surfaces such as granite, composite or metal will have to be the right size for installation before we get there.
For electric cookers and hobs, we need to access an isolation switch and electricity supply at the connection point.
There are some induction hobs we can’t connect due to the type of wiring required. We will only be able to know for sure when we arrive. If this happens, you’ll need to call an electrician to complete the installation.
If we are connecting a built-in or built under oven, the housing will be assessed to make sure it’s safe for use and can hold the weight of the new appliance.
If we do find any damage to the housing we will not be able to fit your appliance. There should be an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the “Hot Zone”, need to comply with the manufacturer requirements and Gas Safe legislation.
It also needs to be clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If the Hot Zone isn’t clear, we will not be able to complete the installation.
There needs to be an existing gas supply to the installation point, and adequate ventilation.
There needs to be access to a 3-pin electric socket within 1.2 metres of the installation area
If you’re planning to run your appliance using cylinder gas, you’ll need to make us aware when you place your order.
With a gas item, our engineers will need to switch off your gas supply so that they can carry out the work safely. This will be turned back on and we will attempt to restart any items you need us to.
Some gas items, such as boilers, may not restart and you will need to call out a heating engineer. This is rare, but we will not be responsible for any boiler repair costs.
Cancellation
If you’re not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 14 days of delivery to receive a refund.
If you have used the product or had it installed, we may not be able to sell it to someone else. Where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. I
f you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of collection of the appliance.
To cancel a product and request collection please call 0208 866 8000.
We’ll collect your product free of charge within a reasonable time from when you cancel and on a day that suits you. We’ll also refund you the cost of delivery.
You will receive an estimated timeslot on the morning of your collection.
If Products are Faulty
The Rangecooker Showroom offers products that are fit for purpose. This is important to us and it is also our legal responsibility. The Consumer Rights Act 2015 states that a customer has a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards.
Sometimes faults could be problems that arise during installation or setup. As a first step we will attempt to fix any fault over the phone. This is to make sure there is not another reason for the problem.
- If a fault is confirmed within 30 days of delivery you’ll be able to return it for a full refund, or have it repaired or replaced.
- If a fault is confirmed after 30 days of delivery (but within 6 months of owning it) you can choose whether you’d like us to either repair or replace it for you.
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- In some cases, it may not be possible to offer your preferred option – if it is disproportionate to the other (for example it has a much higher cost to us than the alternative). If this is the case, you will still be offered a repair or replacement to fix the issue, but not the choice of either.
- If we cannot offer a repair or replacement, you can opt to keep the product and receive a partial refund or return the product and receive a full refund.
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- If you find a fault six months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned in point 2.
Manufacturers are best placed to help you deal with faults. So we may ask you to get in touch with them to resolve the issue.
Your manufacturer warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. Some manufacturers even offer extended warranties. If you are not sure if warranty registration is required for your product, call us on 0208 866 8000 and we will find out for you.
For more advice about your legal rights, you can get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control.
Such events include any act, non-occurrence, omission or accident beyond our reasonable control.
Our obligations under these terms are suspended for the period of the event. We will have an extension of time to perform these obligations for the duration of that period.
We will take reasonable steps to find a solution by which our obligations under these terms can be performed despite the event.
Our Liability To You
Rangecooker Showroom strives to deliver a great service to every customer. But we acknowledge that sometimes mistakes happen.
We want to ensure that we take full responsibility where we are accountable for a mistake.
For example, if our team causes any accidental damage during an installation we will repair this damage.
We cannot repair any pre-existing faults or damage discovered during the installation process.
As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.
Complaints
If you have a complaint about Rangecooker Showroom you can contact us as follows:
By writing us a letter:
Rangecooker Showroom
370 Rayners Lane
Harrow
Middx
HA5 5EF
By calling us on 0208 866 8000
By emailing us at roy@rangecookershowroom.co.uk and we’ll get back to you within 48 hours.
