|
Order line / Customer Service Line - 0870 2411 209 |
top^ |
| If you prefer to place your order by phone, or if
you need further assistance, please contact us on this number
between 9.00 am and 5.30 pm Monday to Friday, and 9.00 am to 5.00
pm on Saturday’s. These calls are charged at National Rate. |
|
| |
|
| Method of Payment |
top^ |
| We accept most credit/debit cards showing the
MasterCard, Visa or Switch logo. If you prefer to pay by cheque
please allow 5 working days to clear before goods can be
despatched. We do not offer any credit facilities. |
|
 |
|
| |
|
| Price of Goods |
top^ |
| All prices shown are inclusive of V.A.T. but may exclude delivery. |
|
| |
|
| Description of Products on
Our Site |
top^ |
| 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 at any time, as denoted by the
manufacturer. If there are specific features to the appliance you
are after please do not hesitate to contact us if you find any
discrepancies in our specifications. If you have an item delivered
that does not match our specifications then please call us
within 24 hours and do not use the machine in anyway. No
collections will be considered if these conditions are not met.
If possible please do not open any packaging also. 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). We would also advise you to
consult the manufacturers brochure for installation dimensions and
take into account features beyond the main product body
(especially for built-in cookers, hoods, etc), as we can not be
held accountable should problems arise once you have the
appliance. |
|
| |
|
| Delivery/Carriage |
top^ |
|
Delivery and carriage charges
may vary from machine to machine and are shown during the order
process by adding an item to your basket. Please note there may be
extra delivery charges on items delivered outside mainland U.K. and
the Scottish Highlands, even if it is shown as ‘Free Delivery’. For
further information please contact us or click onto
link above. |
|
| |
|
| Delivery Duration
|
top^ |
|
Delivery times will vary depending on stock
availability, normally 2 to 28 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. |
|
| |
|
|
Out of Stock Items |
top^ |
|
If an item is out of stock then either the
manufacturer will contact you directly to arrange delivery, or we
will phone you on the day of despatch once we have taken your
order. If it is delivered direct from the manufacturer, then a
minimum 20% deposit would be required to secure your order. This
is fully refundable however should you choose to cancel prior to
delivery. If the item is despatched from our warehouse then the
full amount will be taken on the day of despatch. |
|
| |
|
|
Delivery of Smaller Items i.e. vacuum cleaners, steam cleaners,
bread makers |
top^ |
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. |
|
| |
|
|
Delivery of Main Kitchen Appliances |
top^ |
A specialist carrier is used to deliver these
appliances on an appointed day, directly from the manufacturer.
The delivery of the machine includes unpacking and placing the
goods in the room where they are to be used. If the old machine is
to be removed for disposal, please request when ordering and make
sure the appliance is disconnected (i.e. water, gas or electric
supply) prior to delivery. A small charge may be made to remove
the old machine, or the connection of the new one.
Please note that although we will give the date that products are
to be delivered by any manufacturer, we would expect any problems
to be communicated directly to you by the said delivery company,
including problems with stock transfers. Should you have a
complaint with a missed delivery we will gladly supply the
relevant manufacturers customer service departments details for
further information should you wish to pursue the matter further.
Please note that as of 01/01/02, refrigeration items can only be
removed by your local council, and customers should contact them
directly for details. |
|
| |
|
|
Acceptance of Goods |
top^ |
Please note that with all goods you will be
signing for the item(s) ‘in good condition’. We would therefore
ask you to check the goods thoroughly before signing. If damage is
found or a fault occurs after the delivery company have left, an
engineer will normally have to call before any uplift or exchange
will be authorised, depending on the manufacturer. Any damage must
be reported within 24 hours so please check your purchases for
defects as soon as possible. If you are planning to store your new
purchases until the location for them is ready, please still
unpack them at the time of delivery to check for damage. We do not
accept any responsibility for the condition of items moved on to another location
by a third party retained by yourself once they have been signed
for. Most
manufacturers will not accept any claim of delivery damage after
24 hours from delivery. Please mark any damage to the outer
packaging or machine itself on the delivery note, no matter how
insignificant you think it may be.
If you are unhappy with the condition of the item at the time of
delivery, we would always recommend refusing the item, and the
manufacturer will then organise a replacement model to be
dispatched. If damage is slight, or can be hidden, then it may be
possible to have compensation authorised by the manufacturer,
although amounts will vary and customers should allow at least 28
days for any compensation to arrive if authorised by them.
If an exchange is authorised, then this will have to be processed
with either ourselves or the manufacturer, and can often take a
minimum of a week to have the exchange completed. With
manufacturers items we will endeavour to have the new machine
delivered and the faulty one taken away at the same time. If it is
an item despatched from our warehouse, then we will despatch the
new machine until when the faulty one has been returned to us for
evaluation. Any damage on items dispatched from our warehouse must
be reported to us within 24 hours of delivery, so please make sure
your purchase is inspected by someone shortly after delivery.
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. |
|
| |
|
|
Appliance guarantees |
top^ |
| 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 warranty’s
are valid for domestic use only unless otherwise stated. Any
claims arising from faults with the your product e.g. loss of
food or damage to clothes, must be dealt with the manufacturer
directly, as freenet electrical will not be held responsible for
such occurrences. Most of these
guarantee’s can be fully extended up to a 5 year cover through
our insurance company |
|
|
|
|
|
Service on domestic
appliances |
top^ |
|
In the event of a breakdown within the
warranty period, a call out may be booked directly with the
manufacturer's service organization. Details on how to contact the
service point are supplied with the machine. Should you have
difficulty we would be happy to organize a service call for you.
E. & o. e. |
|
| |
|
| Localised service
arrangements |
top^ |
| 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. |
|
| |
|
|
Service on home entertainment products |
top^ |
| Manufacturers in this category will not have a
home call out service for the majority of their goods. It will be
necessary for you to take your faulty appliance to a local
registered dealer for any repairs, and we would recommend that you
find out who that may be before you purchase your item. With
larger products where a call out is necessary, the local service
agent may charge you for the call out although the actual work on
the item will be done under guarantee if applicable. |
|
| |
|
| Service on Cameras,
Camcorders, DVD recorders and Plasma |
top^ |
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. |
|
| |
|
|
Complaints |
top^ |
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. |
|
| |
|
|
Cancellation Rights |
top^ |
|
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 be opened
and any seal marking it as new should not be broken i.e.
external cellophane wrapping;
-
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. It may also include any restocking fees where
applicable. As a result
any item originally ordered direct from the manufacturer may
incur a return fee of £100 or 20% of the total purchase price,
which ever is greater. An item delivered from our own stores
will incur a fee of no less than £40, subject to the return
method.
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. |
|
Privacy Policy
|
top^ |
| When an order is placed with us, all of the details taken are stored
on our central database. These will include your name, address, the
item you have purchased, its price, delivery schedule, any payment
details, and any comments or problems that have occurred during or
after the purchase. These details will be taken from your order print
out if you have purchased directly from our website, or from our
telephone order pages if it was placed directly with one of our
operators. In any case all information is kept with your order
paperwork. |
|
| Any information is collected so we have easy
access to your details. This can be helpful for example should you
wish to order another product from us, or if you any problems with
a purchase. The only time your details may be passed on to another
company is if our insurance underwriters, Domestic & General,
contact you to find out whether you require an extended warranty.
If you would rather your details were not passed on, or you do not
wish to receive any information from us, please let us know when
you place your order or check the box during the order process. |
|
| Please note that due to the high levels of fraud on the Internet, we
reserve the right to check our customers name and address against the
card details provided, or the electoral role for address verification.
By placing an order through our website or over the phone, you are
giving your consent for us to make any checks we feel are necessary.
Should we find cause for concern we also reserve the right to refuse
to sell goods to anyone we feel poses a risk to our business, and the
good will of trading over the Internet. As a result, we will require
the name, address and contact telephone number (not mobile) of the
cardholder, if an item is being delivered elsewhere. We also require a
fully operational landline telephone number that we can contact a
customer on, for all orders that are taken, although exceptional
circumstances may be considered. |
|
| Should you have any queries on the details of our Privacy Policy,
please contact Richard Westmoreland on 0870 241 1209 or by e-mail at
richard@freenet.ltd.uk
and he will
happy answer any questions you have. |
|
| The above terms and conditions do not affect your statutory rights as
a consumer. |
top^ |
| E. & o. e. |
|
