Refund policy
Returns & Refund Policy
We want you to be completely satisfied with your purchase from The Appliance Barn. This policy explains how cancellations, returns, damaged goods and refunds are handled.
Nothing in this policy affects your statutory rights.
Cancelling an Online Order
If you are a consumer purchasing online, by telephone or by another distance-selling method, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, except where a statutory exemption applies.
To exercise your right to cancel, you must notify us within 14 days of receiving your goods by contacting us at info@theappliancebarn.co.uk.
Once you have notified us that you wish to cancel, the goods must be returned to us within 14 days.
Goods must be looked after while in your possession. You may inspect the goods as you would reasonably be able to in a shop, but we reserve the right to make a deduction from any refund where the value of the goods has been reduced as a result of unnecessary handling.
Incorrectly Ordered or Unwanted Products
Please check all product specifications, dimensions, colours, fuel types, electrical requirements and installation requirements carefully before ordering.
Where you have ordered the wrong product or have simply changed your mind, returns are only accepted where you have a statutory right to cancel or where we have expressly agreed to accept the return.
Once the statutory cancellation period has expired, we are under no obligation to accept a return because a product was ordered incorrectly, is no longer required, does not fit the intended space, or is incompatible with the customer's existing installation.
We strongly recommend checking all dimensions and specifications before placing an order. If you are unsure whether a product is suitable, please contact us before ordering.
Bespoke, Made-to-Order and Personalised Products
The statutory right to cancel does not normally apply to goods made to the customer's specification or clearly personalised.
This may include certain bespoke appliances, special finishes, custom colours or products manufactured or configured specifically to your requirements.
Where a product falls within this exemption, we will make this clear where appropriate before the order is confirmed.
This does not affect your rights where goods are faulty, damaged or not as described.
Damaged Deliveries
Please inspect your goods carefully as soon as they are delivered.
Any visible damage, missing items or damage to packaging should be noted with the delivery driver wherever possible and reported to The Appliance Barn within 24 hours of delivery.
Please email sales@theappliancebarn.co.uk with your order number, details of the damage and clear photographs of the product and packaging.
Reporting transit damage within 24 hours allows us to raise the issue promptly with the manufacturer or delivery company and helps us resolve the matter as quickly as possible.
Failure to report visible damage within 24 hours may make it more difficult for us to establish that damage occurred during delivery, but does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.
Please do not install or use an appliance that appears to be damaged.
Faulty Products
If your product is faulty, not as described or does not meet the standards required by UK consumer law, please contact us as soon as possible.
Your rights in relation to faulty goods are separate from the 14-day cancellation rights described above and are not restricted by this returns policy.
Depending on the circumstances and applicable consumer law, you may be entitled to a repair, replacement, price reduction or refund.
Returning Goods
You must contact us before returning any product so that we can provide return instructions.
Please do not send goods back to us without prior authorisation.
Unless the goods are faulty, damaged, misdescribed or we have agreed otherwise, the customer is responsible for the cost of returning unwanted goods.
Products should be returned securely and, where reasonably possible, with their original packaging, accessories, instructions and any other items supplied with them.
Returns should be sent, when instructed, to:
The Appliance Barn Ltd
Gore End Farm
Minnis Road
Birchington
Kent
CT7 9SJ
United Kingdom
Large Appliances
Large appliances should not be returned without contacting us first.
Because of their size and weight, specialist collection may need to be arranged. Where a return is due solely to a change of mind or incorrect ordering and the customer is responsible for return costs, we will advise you of any applicable collection charge before arranging collection.
Where the product is faulty, damaged or incorrect and we are legally responsible for the return, we will arrange the appropriate collection or return process.
Refunds
Once returned goods have been received, they will be inspected.
Where a refund is due, it will be made to the original payment method in accordance with the applicable statutory timescales.
For cancelled distance-sale orders, we will also refund the standard outbound delivery charge where required by law. Any additional amount paid for an enhanced or premium delivery service is not normally refundable beyond the cost of our standard delivery service.
Your bank or card provider may require additional time to credit the refund to your account after we have processed it.
Exchanges
We do not operate a general exchange service.
If you wish to purchase a different product, please contact us. Where a return is permitted, the original product can be dealt with under this policy and a new order placed for the replacement product.
Trade and Business Customers
The statutory consumer cancellation rights described above apply to consumers and do not apply in the same way to purchases made wholly or mainly for business purposes.
Returns from trade or business customers are subject to our applicable business terms and must be agreed with us in advance.
Contact Us
If you have any questions about a return, cancellation, damaged delivery or faulty product, please contact us before returning anything.
The Appliance Barn Ltd
Gore End Farm
Minnis Road
Birchington
Kent
CT7 9SJ
Email: info@theappliancebarn.co.uk
Telephone: 0330 223 8260