Company Policies
Terms and Conditions
Last updated on 14/08/2023
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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 the order has been agreed
After an order is agreed, 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. Please note that these emails are 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. 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, which will be detailed in an email we send you.
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 our store. Please note that products, prices and offers in our store may differ from those featured on this site.
Reserve & Collect
After you would like to Reserve & Collect an order we will give you a reference number and details of your Reserve & Collect order. .
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 to you 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.
We try very hard to ensure that all information on this site is accurate. However, 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 to 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 & Installation (not applicable to Reserve & Collect items)
Last Updated 14/08/2023
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.
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.
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.
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.
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 at an additional cost.
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 Gase Safe 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.
Collection
For many larger products we offer to remove your old appliance for a small extra charge. If 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. please contact us within 48 hours if a product recived is damaged or has missing parts.
Reserve & Collect
If you would like to Reserve & Collect, you must collect the goods by no later than close of business the next working day. You can pay by cash or credit/debit card, but not by any business account.
All Reserve & Collect sales take place in our store. Sales are therefore subject to our usual in-store Terms and Conditions and at the Manager’s discretion.
Returns & Aftersales Policy
Last updated on 14/08/2023
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 service@suddies.co.uk if you ordered online or if you ordered by phone to request that we collect the product, or
- phoning us on 01372748275 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 7-14 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):
- Large kitchen appliances: £24.99
- All other items: £9.99
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.
Wherever possible we will respond to your individual circumstances.
If there is a fault with your product within 12 months of delivery and after 30 days, we would refer you to the manufacterer. 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 10am to 4pm, 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 cover 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.
Privacy Policy
Last updated: 14/08/2023
Who we are
In this Privacy Policy references to "we" and "us" are to Suddies Domestic Appliance Centre Shop & Staff, registered office Unit 3 Ryebrook Business park, Leatherhead KT22 7UE
What information we collect and how
The information we collect via this website may include:
(1) Any personal details you type in and submit, such as name, address, email address, etc.
(2) Data which allows us to recognise you, your preferences and how you use this website. This saves you from re-entering information when you return to the site. This data is collected by cookies from your navigation around the site. A cookie is a small amount of data which we send to your computer. The data is then stored on your browser or hard disk. Most web browsers can be set to prevent you from receiving new cookies, notify you before accepting cookies or disable cookies altogether. Details about this can normally be found in the Help facility provided with your browser. If you disable cookies, you will not be able to receive personalised facilities and your progress to check out may take longer. The cookies store information only for as long as you are viewing the website.
(3) Your IP address (this is your computer’s individual identification number) which is automatically logged by our web server. This is used to note your interest in our website.
(4) Our preferences and use of email updates, recorded by emails we send you (if you select to receive email updates on products and offers).
What we do with your information
Any personal information we collect from you will be used in accordance with the Data Protection Act 2018 and other applicable laws. The details we collect will be used:-
(1) to process your order, to process any application for finance or contract etc., to maintain guarantee records and to provide after-sales service (we may pass your details to another organisation to supply/deliver products or services you have purchased and/or to provide after-sales service);
(2) to carry out security checks (this may involve passing your details to Experian Limited, or another credit reference agency, who will check details we give them against public and private databases and may keep a record of that check to use in future security checks - this helps to protect you and us from fraudulent transactions); and
(3) to comply with legal requirements
We would also like to inform you of various promotions, goods and services that may be of interest to you. These would come mainly from ourselves or from carefully selected third parties. You may be contacted by post, email, telephone, SMS or such other means as we regard as appropriate, including new technology. If you wish to receive these communications, please tick the "Yes" box when entering your personal details. You may unsubscribe at a later date, if you wish - see "Your rights" section below.
Your rights
(1) You can ask us to update your personal information by emailing precise details of your request to info@suddies.co.uk Please ensure you type "update" in the subject line of your email.
(2) You can ask us not to send you future marketing communications. To do this, simply email info@suddies.co.uk Type "No Marketing" in the subject line and then the following in the main text:-
- your full name
- your postal address, including postcode
- your email address
We will then suppress your data from all direct marketing, although we will still keep it for processing your order and fulfilling customer service and after sale obligations.
Alternatively, you can post your request to the address in (3) below.
(3) You also have the right to request a copy of any personal information we hold about you. To do this, simply write to us at the following address, enclosing a cheque for £10 payable to Suddies to cover our administration costs:-
Customer Services (Data Subject Request)
Unit 3 Ryebrook Business Park
Bay Tree Ave
Leatherhead
Surrey
KT22 7UE
Other Websites
This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.