These Terms & Conditions (“Terms”) apply to all orders placed with KDH Appliances, trading as My Appliance Shop (“we”, “us”, “our”) via our website www.myapplianceshop.co.uk. Our aim is to provide excellent service and clear communication at every stage of your order. Please read these Terms carefully alongside our Delivery Information. Nothing in these Terms affects your statutory rights as a consumer.

1Company information

2Our contract with you

• KDH Appliances (trading as My Appliance Shop) will be referred to as “we”, “us” or “our” throughout these terms. The purchaser will be referred to as “you”, “your”, “customer(s)” or “the client(s)”.
• When you place an order with us, we will send you an email confirming that we have received it.
• This order acknowledgement email does not mean that your order has been accepted.
• A binding contract is formed only when we dispatch the goods to you, not at the point of order.
• If we are unable to fulfil your order (for example, due to stock issues or pricing errors), we will inform you as soon as possible and refund any payments you have made in full.

3Availability

• Stock information is updated from our own warehouse and live manufacturer feeds.
• Standard delivery is usually 3–7 working days, and in some cases we may be able to deliver sooner.
• During exceptionally busy periods, such as Black Friday or the lead-up to Christmas, delivery lead times may be longer than usual. If you require a specific lead time, please contact us before placing your order.
• During the Christmas period, standard delivery timescales will be extended due to increased order volumes and UK bank holidays. Orders placed in the lead-up to Christmas, particularly from mid-December onwards, may experience delays as courier networks operate reduced services on Christmas Day, Boxing Day and New Year’s Day. As a result, deliveries that would normally arrive within standard timescales may take several additional working days. Customers who require delivery before a specific date are strongly advised to contact us prior to ordering to confirm current lead times.
• If an item is unavailable for an extended length of time, we will contact you to advise on the expected timescale. If we cannot deliver within 3–7 working days, you can choose to wait or to cancel for a full refund — although if we have placed the order for direct delivery from the manufacturer, we may be unaware of an extended delay until they tell us.
• Any products marked as pre-order, special order or due in are outside our standard delivery timescales. These items are either awaiting stock, manufactured or ordered specifically on purchase, or subject to extended supplier lead times. As a result, delivery dates may vary and are provided as estimates only. Where a lead time or delivery window is shown, this reflects the most accurate information available at the time of ordering. If you require delivery by a specific date, we recommend contacting us prior to placing your order for confirmation.

4Product information

• Dimensions listed are approximate and may exclude protruding features such as handles or controls. We recommend checking the manufacturer’s technical drawings if exact measurements are critical.
• While we aim to keep product details accurate and up to date, manufacturers occasionally update designs, specifications or energy ratings without prior notice.
• Images are provided for illustration only. Colours, finishes and design details may vary slightly from what is shown online.

5Pricing & payment

• Prices displayed on third-party websites — including but not limited to search engines such as Google and Bing, or affiliate and comparison websites such as Redbrain, Shopping.co.uk and similar services — are not guaranteed to be accurate and are excluded from any price-matching considerations. These platforms often rely on automated data feeds or scraped information, which may be out of date or incorrect.
• The price displayed on our website at www.myapplianceshop.co.uk is the correct and most accurate price at the time of purchase and will take precedence over any pricing shown elsewhere.
• All prices include VAT.
• Delivery is free on orders over £600. A delivery charge applies below that, and some postcodes can’t be delivered to at all — the charge, or the refusal, is shown at checkout as soon as you enter your postcode (see Delivery Information).
• We accept the payment methods shown at checkout. Any buy-now-pay-later option, where offered, is subject to the provider’s approval.
• Card payments are authorised at checkout and captured when we process your order. Bank transfers are received before we book your delivery. If an order is cancelled before capture, the authorisation is released; how quickly your bank or payment provider shows this may vary.
• If you cancel, we refund to the payment method you used within 14 days (see section 11).
• Goods made to your measurements or personalised for you are charged in full when ordered and can’t be cancelled once we have started making them (see section 9).

6Delivery

• We deliver across the UK mainland, with some postcode exclusions (see our Delivery Information page for details).
• Deliveries may be made by our own team, the manufacturer or a trusted courier. Depending on the delivery location and the product being supplied, deliveries may also be made on a pallet. Pallet deliveries are provided on a kerbside-only basis and require suitable access at the delivery address. Any concerns regarding pallet deliveries, access or unloading arrangements must be raised with us prior to placing your order.
• We confirm your delivery day with you, and call the day before to confirm a morning (8am–1pm) or afternoon (1pm–6pm) slot. Deliveries run Monday to Saturday, not on bank holidays.
• Please ensure safe and adequate access to your property. Where access is restricted, delivery may be to the nearest accessible point.
• Our drivers take reasonable care, and we are responsible for damage caused by our negligence. Please protect flooring, walls and fixtures and clear access routes before we arrive; we can’t accept responsibility for damage that happens only because a route wasn’t cleared or a surface wasn’t protected as we had asked.
• Free standard delivery is available on all orders over £600. A delivery charge applies to orders under £600 and to optional premium services such as express delivery, two-person delivery or a priced preferred-day service; every charge is shown at checkout before you pay.
• Express delivery is next-working-day delivery on eligible in-stock items for orders placed before 1pm, in Kent, London and the South East, and is offered as a priced option at checkout where it is available for your basket. Orders placed after 1pm are treated as placed on the next working day — for example, an order placed on Friday at 2pm would have an earliest possible delivery date of Tuesday, as weekends do not count as working days.
• If you’re unsure whether express delivery is available for your item or need guidance on delivery timings, please contact us to discuss your requirements.
• All deliveries must be signed for. Please check the goods on arrival where you can (see section 8).

7Promotions & offers

• All promotions and offers are subject to change or withdrawal without notice.
• This includes removing specific products from eligibility or discontinuing an entire promotion at any time.
• While stock levels are updated regularly, items may occasionally sell out before the website reflects availability. If you are unsure about stock or offer eligibility, please contact us prior to purchasing to avoid disappointment.
• A promotional code that the checkout has accepted forms part of your order price. If we later find a code was used outside its published conditions, we will contact you before anything changes.
• Unless explicitly stated otherwise, promotional codes, discounts and offers cannot be used in conjunction with any other offer, including a price match.

8Damaged or incorrect items & glass product policy

• Please inspect your appliance at the point of delivery wherever possible. If this is not practical, we recommend unpacking and checking it within 24 hours of receipt.
• Please report any damage, breakage or discrepancy to us within 48 hours of delivery where you can, so we can raise it promptly with the carrier or manufacturer. This is a request that helps us; a later report does not affect your rights under the Consumer Rights Act 2015, although it may limit what we can recover from the carrier.
• If damage is visible at the point of delivery, you should refuse the item and clearly note the reason on the delivery paperwork.
• If you identify damage after delivery, please contact us before installing or using the product: we may need to inspect or photograph it, and a damaged appliance that has been installed is harder to replace quickly.
• Damaged or incorrectly supplied goods are collected and replaced or refunded at no cost to you. For faults that appear in use, please see section 12.

Important information regarding glass products

• Appliances containing glass components — including but not limited to glass induction hobs, ceramic cooktops and extractor hoods — are carefully inspected prior to dispatch. Where delivery is carried out using our own vehicles and drivers, glass products may be opened at the point of delivery for inspection and then resealed to confirm they have arrived free from breakage or damage.
• Please allow our driver to complete this inspection at the time of delivery, and report any damage there and then so it is recorded on the paperwork.
• Where glass damage is reported later, or an inspection was declined, it becomes much harder to show that the damage happened before the goods were delivered to you, and that may affect what we can recover from the carrier. Your statutory rights in respect of goods that were damaged when delivered are not affected.
• Glass products — third-party deliveries: where delivery is carried out by a manufacturer or third-party courier (i.e. any delivery service not operated by us), please insist on inspecting any glass products at the point of delivery before signing. This includes, but is not limited to, glass hob cooktops, extractor canopies and appliances with glass components, and any visible damage should be reported and recorded with the delivery driver at the time.

9Pre-order / due in / special order / made-to-measure items

• Any products marked as pre-order, special order or due in will be clearly identified on the product listing, and along with your order confirmation you will receive a separate note confirming the status of this order. These products may be awaiting stock, ordered in from the supplier specifically for you, or subject to extended supplier lead times.
• Pre-order, due-in and special-order items are sold with estimated lead times. They do not affect your statutory right to cancel: you can cancel or return them within 14 days of delivery as described in section 11. Unless the item is faulty or damaged, the cost of returning it is yours, 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 — are the one exception: they can’t be cancelled once we have started making them. We will make this clear on the product page and before you order. Your rights if they arrive faulty or damaged are unaffected.
• We strongly recommend that you carefully review all product details, specifications and lead times before placing an order for any pre-order, special-order, due-in or made-to-measure item.

10Services (disconnection, recycling, installation)

• Disconnection and installation services are available for most products if selected at checkout.
• We do not alter pipework, wiring, cabinetry or flooring.
• Recycling requires appliances to be empty, defrosted, disconnected and accessible.
• Our Installation & Recycling page explains what a suitable connection and suitable access mean for each service. If we attend and cannot install because the connections or access don’t meet those published requirements, we may keep a reasonable amount of the service charge to cover the visit, and refund the rest. If installation fails for a reason that was ours, we refund the service charge in full.

Full service descriptions and prices are on our Installation & Recycling page.

11Cancellations & returns

Please read these terms carefully alongside our full Returns & Cancellations policy, which also carries the model cancellation form.

• Under the Consumer Contracts Regulations 2013 you have the right to cancel your order at any time up to 14 days after the day you receive the goods. Tell us by phone, by email or through our contact form — any clear statement that you want to cancel is enough. You can also use the model cancellation form on our Returns page.
• Once you have told us, you have a further 14 days to return the goods or hand them to our collection. Unless the goods are faulty or damaged, the direct cost of returning them is yours: send them yourself (tracked and insured) or ask us to collect for the fee we quote.
• You may handle the goods as you would in a shop to establish their nature, characteristics and functioning. If they come back installed, used or handled beyond that, or with parts or packaging missing, we may deduct an amount from the refund to reflect the reduction in their value.
• We refund within 14 days of receiving the goods back or, if sooner, of you providing evidence that you have sent them. The refund covers the price of the goods and the 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.
• Goods made to your measurements or personalised for you are excluded from the right to cancel once we have started making them (see section 9). Special-order, ex-display and clearance items are not excluded.
• Returns of faulty or damaged goods are free (see sections 8 and 12).

Cancellations & returns — business / trade orders

• The statutory cancellation right applies to consumers only; it does not apply to business and trade orders.
• For business or trade customers (B2B), cancellations or returns are subject to our approval and, if approved, may incur a restocking fee. Please contact us to discuss any return request.

12Faulty products & guarantees

• You have statutory rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may reject them for a full refund within 30 days of delivery; after that you are entitled to a repair or replacement and, if that fails, to a price reduction or a refund. These rights are against us, as the retailer, and last for six years in England and Wales. Nothing in these Terms affects them.
• 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 present at delivery unless we can show otherwise.
• All appliances are also supplied with the manufacturer’s guarantee, which is a minimum of 12 months (covering parts and labour). Some brands provide extended guarantees of 2, 5 or even 10 years. The manufacturer’s guarantee is in addition to your rights against us, and is often the fastest route to an in-home repair.
• Any extended guarantee offers, cashback promotions or registration bonuses are operated directly by the manufacturer. Customers are responsible for completing any registration with the manufacturer within the required timeframe.
• If your product develops a fault, contact us or the manufacturer — whichever you prefer. We will help you arrange a repair under the guarantee, including passing on your order and model details to the manufacturer when you ask us to.
• Problems caused by misuse, neglect, incorrect installation or lack of maintenance (for example, blocked filters), and worn consumables, are not faults in the goods and are not covered by the guarantee.

13Liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable when the contract was made, or for business losses: we supply products for domestic and private use, and we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for damage caused by a defective product under the Consumer Protection Act 1987, or for breach of your rights under the Consumer Rights Act 2015 in relation to the goods.

We are not liable for delays or failure to perform our obligations where the cause is outside of our reasonable control. This includes, but is not limited to:

• Severe weather, natural disasters, accidents or transport disruptions.
• Strikes, lockouts, industrial action or civil unrest.
• Manufacturer delays, supply chain issues or courier failures beyond our control.
• Road closures, driver availability restrictions or government regulations.

14Complaints

We aim to resolve complaints quickly and fairly. Please contact us first — we acknowledge complaints within 48 hours, keep you updated on progress and aim to give you a final response within 14 days.

• Email: sales@myapplianceshop.co.uk
• Tel: 01622 541 550
• Write: KDH Appliances, My Appliance Shop, Riverside 1, 32 Riverside, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent, ME2 4DP

If you are not satisfied with our final response, we will tell you at that point whether we are prepared to use an alternative dispute resolution (ADR) provider and, if so, which one. You may also seek advice from Citizens Advice or your local Trading Standards service.

15Privacy

We use your information to process your order, deliver it and look after you afterwards. We only send marketing by email where you have signed up or bought from us and not opted out, and every message has an unsubscribe link. Telephone calls are not recorded. Please review our Privacy Policy in full.

16Governing law

These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the benefit of any mandatory consumer protection rules of the country you live in.