At My Appliance Shop we aim to make the returns process clear and straightforward. Please read this page in conjunction with our Terms & Conditions (sections 8, 9, 10, 11 and 12). Nothing here takes away your legal rights as a consumer.

Cancelling an order (before delivery)

• You can cancel an order at any time before it’s delivered. Tell us by phone, by email or through our contact form — any clear statement that you want to cancel is enough, and you don’t need to use a particular form of words. We’ll confirm the cancellation by email.
• If your order hasn’t left us, there’s nothing to pay and we refund everything you paid, to the payment method you used, within 14 days.
• If your order is already on its way, you can refuse the delivery or return it under Returning an unwanted product below. Unless the goods are faulty or damaged, the cost of getting them back to us is yours.
• A catalogue item ordered in from a supplier for you, an ex-display unit or a clearance line can be cancelled in exactly the same way. The only goods you can’t cancel are those made to your measurements or personalised for you — see Special order, ex-display & made-to-measure.

Returning an unwanted product

• Under the Consumer Contracts Regulations 2013 you have 14 days from the day after delivery to tell us you want to cancel. Call us, email sales@myapplianceshop.co.uk or use the model cancellation form, quoting your order number. We’ll confirm and send return instructions or a collection quote.
• You then have a further 14 days to get the goods back to us or hand them to our collection. You pay the cost of the return: send it yourself (we recommend a tracked, insured service) or ask us to collect for the fee we quote.
• You can inspect the appliance as you would in a shop. If it has been installed, used or handled beyond that, we may deduct an amount from your refund to reflect the reduction in its value. Keeping the original packaging helps protect your refund.
• We refund within 14 days of receiving the goods back or, if sooner, of you showing us proof that you’ve sent them. The refund covers the price of the goods and any standard delivery charge you paid, to the payment method you used. If you chose a premium delivery option, we refund the cost of standard delivery.
• Returning something because it’s faulty or damaged? That is free — see Damaged items and Faulty items.

Return options

• Return to store — with a return reference from us.
• Arrange a collection — we quote the fee first; it’s free when the goods are faulty or damaged.
• Send it yourself — at your cost, by a tracked and insured service.

Damaged items

• Please inspect your appliance on delivery where you can. If damage is visible, refuse the delivery and ask the driver to note the reason on the paperwork.
• Otherwise, unpack and check it as soon as you can — ideally within 48 hours — and email sales@myapplianceshop.co.uk with your order number and photos (see section 8 of our Terms & Conditions).
• Please don’t install a damaged appliance until you’ve spoken to us: we may need to inspect or photograph it first.
• If it arrived damaged, we arrange the collection or replacement at no cost to you and refund or replace it — your choice.
• Damage means physical or visual defects (scratches, dents, cracked glass). Faults are mechanical or electrical problems, which may only show once the appliance is running — see Faulty items.

Faulty items

• Faults are our responsibility under the Consumer Rights Act 2015, not the manufacturer’s. Within 30 days of delivery you can reject a faulty appliance for a full refund. After that, you’re entitled to a repair or replacement; if that doesn’t fix it, to a price reduction or a refund. These rights last for six years in England and Wales.
• Returns and collections of faulty goods are free. We may ask the manufacturer or an authorised engineer to confirm the fault; in the first six months a fault is treated as having been there at delivery unless we can show otherwise.
• Every appliance also comes with the manufacturer’s guarantee — at least a year, parts and labour, and longer on many brands. It sits alongside your rights against us and is often the fastest route to an in-home repair. We can help you arrange it, and we’ll pass on your order and model details to the manufacturer when you ask us to.
• Problems caused by misuse, incorrect installation, neglect or accidental damage, and worn consumables such as filters and bulbs, aren’t faults in the goods and aren’t covered. Extended guarantees and cashback promotions are registered directly with the manufacturer.

Special order, ex-display & made-to-measure items

• Special-order items (ordered in from the supplier for you), ex-display units, customer returns and clearance lines are marked on the product page and on your order confirmation.
• You can cancel or return them within 14 days like anything else. The return or collection cost is yours unless the item is faulty or damaged, and we may deduct an amount if it comes back used or installed.
• Goods made to your measurements or personalised for you — for example a worktop cut to size or a range cooker in a colour mixed to your order — can’t be cancelled once we’ve started making them. We’ll make this clear before you order. Your rights if they arrive faulty or damaged are unaffected.
• Please check dimensions, finishes and suitability carefully before ordering these lines; we’re happy to talk them through first.

Return conditions

• Goods you send back yourself are your responsibility until they reach us, so please use a tracked and insured service. If an uninsured return is lost or damaged in transit, we can only refund what reaches us.
• Inspect the appliance as you would in a shop. Where it has been installed, used or handled beyond that, or parts and accessories are missing, we may reduce the refund to reflect the loss in value — never below what is fair for the condition it comes back in.
• Collections we arrange are made from the original delivery address.
• We may ask for photos of the item and its packaging before a collection, so the driver arrives with the right equipment.
• Please don’t install or use goods you intend to return. If you have, tell us when you book the return so we can agree any deduction with you in advance.

Business customers (B2B / trade)

• The consumer cancellation rights above apply to private customers only. Business and trade purchases are not covered by the Consumer Contracts Regulations.
• Returns from trade customers may be accepted at our discretion and must be requested in writing. We reserve the right to decline returns in full.
• Where a return is accepted, a restocking fee may apply. The amount depends on the product, its condition and whether it was a standard or special-order line.
• Goods must be returned in their original packaging, unused and in resalable condition.
• Refunds or credits are processed once the goods have been inspected and accepted back into our warehouse.
• Trade customers are advised to check specifications, access and suitability carefully before ordering.

How to start a return

To cancel, return or book a collection, get in touch — any clear statement is enough, and email gives us both a record. Please have your order number ready.

Model cancellation form

You don’t have to use this form — a phone call or an email saying you want to cancel is enough — but you can copy it into an email to sales@myapplianceshop.co.uk or post it to us if you prefer.