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Order line / Customer Service Line - 0870 2411 209 |
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| 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. These calls are charged at National Rate. |
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| Method of Payment |
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| 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. Please note
that full payment will taken once your order has been confirmed
with an operator unless otherwise stated. |
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| Price of Goods |
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| All prices shown are inclusive of V.A.T. but may exclude delivery. |
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| Description of Products on
Our Site |
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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). |
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| Delivery/Carriage |
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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 that
anyone who wishes to place an order living outside mainland U.K. and
the Scottish Highlands, should check for additional delivery costs even if it is shown as ‘Free Delivery’. For
further information please
contact us or click onto
link above. |
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| Delivery Duration
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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. |
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Out of Stock Items |
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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. |
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Delivery of Smaller Items i.e. vacuum cleaners, steam cleaners,
bread makers |
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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. |
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Delivery of Main Kitchen Appliances |
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A specialist carrier is used to deliver these
appliances on an appointed day, sometimes directly from the
manufacturer. This service usually includes the packed product
taken in to the room of choice and unpacked. Please note that
where the packed product will not fit through access points (ie
door, gateways etc.) and the packaging requires removal to enter
an access point then a damage disclaimer may need to be signed.
Our service does not include the removal of doors or any
dismantling of the appliance to enable it to fit through an
access point. If the delivery fails due to the fourth mentioned
a fee will be charge. We do not collect any old appliances but
this service can usually be obtained from you local council.
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. |
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Acceptance of Goods |
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Please note that on delivery of
the goods you will be asked to sign to state that you have
received the goods. We would therefore ask you to check to goods
as thoroughly as possible 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. You must tell
us about any fault or damage 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 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 or fault on items dispatched from our warehouse must
be reported to us as soon as reasonably possible, so we suggest to 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. |
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Appliance guarantees |
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| 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 |
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Service on domestic
appliances |
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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. |
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| Localised service
arrangements |
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| 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. |
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Service on home entertainment products |
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| 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. Any products
that need to be returned to us, must be done so in their
original packaging. 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. |
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| Service on Cameras,
Camcorders, DVD recorders and Plasma |
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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. |
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Complaints |
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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. |
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Cancellation Rights |
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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:
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The item must not have been
used in any way;
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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;
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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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Ordering Online |
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All orders placed over the internet must be confirmed by phone from a
freeNET Operator within 48 hours of it being placed otherwise after
this period the order will be automatically cancelled. |
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Privacy Policy
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| 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. |
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| 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. |
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| 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. |
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| 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
sales@freenet.ltd.uk
and he will
happy answer any questions you have. |
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| The above terms and conditions do not affect your statutory rights as
a consumer. |
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Palletised Delivery Conditions
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Please be aware that some items
will be delivered via a palletised delivery courier and not on
the home delivery service supplied by the manufacturer. 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. |
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| E. & o. e. |
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Electrical Appliances Discount
Store UK.
Year Warranty