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Terms and Conditions

 

Last updated on 11/04/2007

We recommend that you print and keep a copy of these Terms and Conditions for future reference.
To print please press CTRL + P

These Terms and Conditions

These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights.

We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on to the site (see date above). You will be asked to read and accept the Terms and Conditions each time you place an order to ensure that you are familiar with the most current ones.

Please note that different terms, including prices, delivery charges, delivery times and returns policies, may apply to purchases made in your  local store.

 

Our Contract

You will have an opportunity to check and correct any input errors in your order up until you click the Submit Order button.

After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an email acknowledging receipt of your order (Order Acknowledgement). We will then send a further email when we start to process your order (Order Processing). Please note that these emails are both acknowledgements, not acceptance of your order.

Acceptance of your order and the creation of a legally binding contract between us will only occur when we send you an email confirming your order (Order Confirmation). This will contain details of how your products will be delivered to you. Alternatively, we may decline all or part of your order for any reason, in which case our Order Confirmation email will tell you so.

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks with Experian Limited or other agencies. In particular, we may pass your details to Experian for them to check against certain public and private databases. Experian may keep a record to use in future security checks. This helps to protect you and us against fraudulent transactions.

We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method or suggest that you visit one of our stores. Please note that products, prices and offers in our stores may differ from those featured on this site.

 

Reserve & Collect

After you submit a Reserve & Collect order we will give you a reference number and details of your Reserve & Collect order. You will not be asked to pay for the goods until you collect the goods In store. For more details see below.

 

Prices and Payment

All prices and charges on this site are in UK pounds. They include any VAT payable, but exclude delivery charges. For details see ‘Delivery and Installation’ below.

The total cost of your order will be the price of the products you order, the applicable delivery charge, plus any additional services you choose e.g. installation. All these will be set out clearly in your Shopping Basket before you submit your order.

Prices, offers and products are subject to availability and may change before, but not after, we accept your order. If something becomes unavailable we may offer you an alternative or suggest that you visit our store.

We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we will contact you to ask whether you wish to continue with your order or cancel it.

We accept payment by most major credit and debit cards. Payment is deducted when we process your order. For Reserve & Collect orders you can also pay in cash, but not by business account or cheque. Payment is taken when you collect the goods.

 

Restrictions - Age Requirements and Limits on Orders

If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age.

 

DELIVERY AND INSTALLATION (not applicable to Reserve & Collect items)

Last Updated 11/04/2007

 

Where We Deliver

Delivery & Connection by our own service people is limited to our Catchment Area but we can offer Delivery to almost any address in the United Kingdom, but excluding the Channel Islands and, for some larger items, the Isle of Man, Anglesey, the Isles of Scilly and the Scottish Islands. All deliveries must be signed for except for items sent by post and which are small enough to be put through your letterbox. Please make sure you keep the receipt enclosed with your goods.

 

Delivery Charges

We make every effort to keep our delivery charges as low as possible. Our charge depends on the type of product ordered and whether you choose standard delivery of 5 working days or a premium service, and whether or not you have all of your products delivered at the same time. You only pay one delivery charge for each order, irrespective of the number of products ordered. If you order two or more products which fall into different categories, the higher charge applies.

The applicable standard delivery charge is normally shown on the product page. There are additional charges if you choose a premium delivery service, or if you opt to have your product installed or your old appliance taken away. You will always be able to see all applicable charges before submitting your order.

Please note that delivery arrangements may differ if you choose a delivered direct from the supplier. You will be given full delivery details during the order process.

 

How We Deliver

Smaller products are generally delivered either by courier or by post. If your product is one which is delivered by courier, you may be given the option of choosing a premium delivery service for a small extra charge during the order process.

Cookers, fridge/freezers, washing machines, dryers, dishwashers, and similar items are generally delivered by our own delivery service by the supplier or in some cases (if out of catchment area) via a courier. For these larger products you will be asked or told about delivery dates for standard delivery as part of the order process.

We will notify you which delivery method we will use when we send you the Order Confirmation email. Very occasionally different products in the same order may be delivered separately.

 

Delivery Times

For certain goods we will specify an “expected delivery date”.

In all other cases set out below, delivery times are calculated in working days i.e. Monday to Friday inclusive but excluding Bank Holidays. If you order after 3pm, please calculate your delivery time as if your order had been placed the following working day. For delivery on the next weekday (if available), please order before 10am.

 

Standard Postal and Courier Deliveries

Standard postal and courier deliveries should arrive within 5 working days of placing your order. To avoid disappointment, please allow a little extra time during busy sales periods.

 

Premium Courier Delivery Services

If you choose a product which is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified. Premium delivery is not available for products delivered direct from the supplier. All deliveries must be signed for.

If we are sending your product by courier, our Order Confirmation email to you will contain a link to the courier's website, and a parcel number, so that you can track your order right to your doorstep. Standard courier deliveries are usually made between 9am and 5pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.

 

Suddies Home Delivery Service

If you choose a product which is delivered by Suddies Home Delivery Service i.e. a large kitchen appliance (but excluding items delivered direct from supplier), you will be able to choose preferred delivery dates when you order. We will make every effort to deliver in line with your preferences. This will usually be in our Order Confirmation email to you. You can contact us from 9am the day before your delivery to confirm the 4-hour delivery slot allocated to you. Typically these products are delivered within 7 working days.

 

Supplier Home Delivery

Some of our products are delivered direct from the supplier, subject to availability. Some are made to order. Some can only be delivered to mainland Great Britain addresses. You will be contacted by phone or email to confirm precise details. As a rule of thumb, please allow up to 28 calendar days for delivery, unless the product page states otherwise.

 

Summer Fans

Some fans can be delivered in 2 working days. If so, this is specified on the relevant product page. In order to ensure delivery in 2 working days, please order fans separately. Our standard delivery charge applies.

IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, these cannot be guaranteed as occasionally delivery times may be affected by factors beyond our control e.g. problems obtaining authorisation for your payment. We will inform you if we become aware of an unexpected delay.

Please allow extra time for deliveries to Scottish Islands or if you apply for credit. We need to receive your signed application form back before we can process your order; this can add 5 working days to delivery times.

 

Tracking Your Order

You can track the progress of your order by logging in and then going to ‘My Account’. We will inform you if there are likely to be any unexpected delays.

 

Installation

We offer a high quality and efficient installation service for many large household items. If installation is available, you will be offered it as part of the order process. It is subject to additional terms and conditions which you must read before you order (see below) but includes:

- Your product unpacked and checked.

- Product positioned and set up for you. - Safe and secure installation.

- In most cases, your old product taken away for you.

Our installation charges are in addition to the delivery charge for the product.

 

Disconnection

If required your old appliance will be safely disconnected. If Gas or dual fuel cookers they would be disconnected by a CORGI-approved engineer and mains wired electric cookers would be disconnected by an electrically competent person.

Please note that if you have paid for installation of your new cooker, we will disconnect your old cooker for you at no extra cost.

 

Scrap Collection

For many larger products we offer to remove your old appliance for a small extra charge. If scrap collection is available you will be offered it as part of the order process. IMPORTANT: Your old appliance must be empty. Fridges and freezers must be fully defrosted.

 

Missing, Damaged or Incorrect Orders

We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check that they have been despatched by using our tracking facility. Simply log in and go to ‘My Account’. If your order is not on its way to you, either email us at suddieswebsales@suddies.co.uk or telephone 0845 230 2190. In the unlikely event that a product arrives damaged or faulty, please follow the instructions in the delivery documents.

 

Reserve & Collect

Products marked as available for Reserve & Collect can be reserved online for you to collect from your local suddies store, subject to the store’s stock availability.

Simply add the product to your basket as usual. When you reach the “Shopping Basket” screen, you will see which products you have selected for Reserve & Collect. Those marked as available for Reserve & Collect can be moved, if you wish, to your home delivery basket (or vice versa). Upon confirmation of your Reserve & Collect request, you will be returned to your shopping basket to complete your purchase of any delivery items.

If you select Reserve & Collect, you must go to your local to collect the goods by no later than close of business the next trading day. Please allow at least two hours between selecting your goods and arriving at the store to collect them. You will need to take your Reserve & Collect print out and reference number with you. On arrival, please go to the trade counter. We try to make sure that Reserve & Collect goods always remain available for purchase until you arrive at the store, however we cannot guarantee this. For this reason we do not take any payment from you until you come to our store. You can pay by cash,or credit/debit card, but not by any business account. In the unlikely event that the goods are not available we will do everything we can to get the product for you or find you an acceptable alternative.

All Reserve & Collect sales take place in our store. Sales are therefore subject to our usual in-store Terms and Conditions and the Manager’s discretion. However, provided you bring your Reserve & Collect print out and/or reference number with you, our store will supply the goods at the online price which applied when you chose to Reserve & Collect. This may be cheaper than the usual instore price!

You must provide a telephone number when you place a Reserve & Collect order. We may call you to ask whether and when you intend to collect the goods. If we are unable to contact you we may stop holding the goods available to you. 

 


Suddies Returns and Aftersales Policy

Last updated on 11/04/2007

We want you to be happy with your products. If for any reason you are dissatisfied with your purchase, please refer to the information on our returns and Aftersales service contained in this document. We suggest you keep this document with your receipt for future reference.

Cancellations for home delivery items only

You can cancel your purchase at any time either before or up to 7 working days* following the day the goods are delivered.

You can do this by:

  • returning the product to one of our stores with your receipt and bringing the card you paid with so we can credit it, or
  • emailing us at suddieswebsales@suddies.co.uk if you ordered online or if you ordered by phone to request that we collect the product, or
  • phoning us on 0845 230 2190 with your order reference number and delivery details to hand

* “working days” means all days other than Saturday, Sunday and Public Holidays


Your product must be complete and in 'as new' condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used or installed. It should be returned with the original box and packaging, along with any accessories you received with it.Any free gifts received with the product must also be returned.

If you follow the above steps, we will issue you with a full refund for the cost of the product and any delivery charge you paid. Refunds take 3-5 working days to be credited to your payment card.


If you would like us to collect the goods from you, the following collection charges apply(ONLY within our catchment area, & at the discretion of the management).

Product Type Collection Charge
Large kitchen appliances £19.99
All other items £7.99

If you return two or more product types together, only the higher charge applies. The collection charge will be taken at the same time as we refund your purchase price. This will be shown separately on your refund receipt.

Whilst the goods are in your possession you must take reasonable care of them and not use them.


We cannot cancel your purchase when:

  • you have chosen our Reserve & Collect service
  • you return your product to a store without proof of purchase
  • the goods were a special order to your specification

Faulty goods

The following are guidelines for all goods ordered for delivery. For Reserve & Collect items, please see in-store Terms and Conditions and your receipt wallet.

Wherever possible we will respond to your individual circumstances.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will offer a prompt repair service. You will always have the option of an exchange or refund if the fault occurs within 7 days of delivery. In all cases we reserve the right to inspect the product and verify the fault.

To qualify for a refund or exchange the product must be:

  • in otherwise 'as new' condition
  • complete with any accessories and free gifts offered with it

if possible, with the original box and packaging

 

You can either return the product to your local Suddies store or phone Aftersales on 0845 230 2191 to arrange a collection. Aftersales is open from 9am to 6pm, Monday to Friday. Any refund due to a fault or other defect will include a refund of the applicable delivery charge. In these cases, we will also pay for our costs of collecting goods if they are not taken into store. Replacement goods are sent by standard delivery only. Premium services are not available. If a fault occurs while you are abroad, please contact us after you return to the UK.


This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, are covered by guarantee for 3 months after delivery

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.

This Website

We and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

 

General

These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Your data protection rights are set out in our Privacy Policy

Additional terms and conditions may apply for prize competitions, and our added value services and offers. If so, you will be alerted to them at the relevant juncture.

These terms and conditions only cover the Suddies website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.
 
 
 

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