TERMS AND CONDITIONS FOR SERVICES (LARGE APPLIANCES)
Date of last update: 27.03.2024.
WHO WE ARE AND HOW TO CONTACT US
We are Smeg (UK) Limited. Our registered office is The Magna Building, Wyndyke Furlong, Abingdon, United Kingdom, OX14 1DZ. We are a limited company registered in England & Wales with company number 02365886. To contact us, please visit https://help.smeguk.com/app/ask/.
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ACCEPTANCE OF THESE TERMS
Please ensure you thoroughly read through these terms prior to purchasing any service from us. By purchasing a service from us, you confirm that your acceptance to these terms, and agree to comply with them. If you do not agree to these terms, you must not purchase any service from us. These terms only apply to appliances purchased via our website (www.shop.smeguk.com).
We may make change to these terms from time to time. We will try to let you know about any major changes, but please check these terms each time you wish to purchase services from our website, so that you understand the terms that apply at the time.
We offer the following services only in relation to our large appliances, including refrigerators, range cookers, ovens, hobs, warming and sommelier drawers, wine coolers, dishwashers, washing machines, and tumble dryers:
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Delivering appliances to your home address
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Connection of new appliances
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Disconnection of your old appliances
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Recycling old appliances
Please ensure you read the instructions in these terms, especially in Section 7 (How to prepare and things to consider prior to your service visit), as these contain important details regarding our service. We may charge you additional sums if you don’t give us the information we have asked for, including how we can access your property to provide the service, or if you do not carry out the preparatory work to prepare for the services, as indicated in these terms.
Please note that the services are carried out on our behalf by our appointed logistics partners.
You may only order these services for non-business reasons, and we only provide our services at residential properties and not, for example boats, caravans or any commercial properties.
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WHERE DO WE PROVIDE OUR SERVICES?
Our services are generally available to most mainland UK address, except the Republic of Ireland, Channel Islands, Isle of Wight, Isle of Man, Northern Ireland, Scilly Isles and Scottish Highlands and Islands. If you have any queries about whether our services are available at your address, please contact us at https://help.smeguk.com/app/ask/.
You must select the applicable service(s) (e.g. connection service) at the time of purchasing the appliance via our website. Once you have done this, we will confirm the service by sending you an order confirmation via email.
After this, our logistics partner will get in touch with you directly to arrange a home booking service, and you consent to us sharing your contact details with our logistics partner for this purpose. Once a date has been agreed, our logistics partner will reach out to you via call or text message using the information you provide the day before the booking and provide you with a time slot for the following day, during which they will conduct the service visit.
When you are choosing your service, please ensure you read through the Connection Guides (available by clicking the "?" symbol on the Product Information page) to ensure the service you are choosing is available for the appliance you are purchasing.
The price of the relevant service will be clearly stated on the Product Information page, and at Checkout. All prices listed are inclusive of VAT.
We charge you when you submit your order. We reserve the right to revise our prices at any time.
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CANCELLATIONS AND RESCHEDULING
You have up to 14 days after the date we confirm your order to cancel or reschedule your service visit, but you will lose the right to cancel or reschedule any service once it has been completed. Depending on the dates you have selected for completion of the service, they may be completed before the 14-day cancellation period.
If you would like to cancel or reschedule any service visit, we request that you do not accept delivery of the appliance, and inform us as soon as practicable by visiting: https://help.smeguk.com/app/ask/. If you are rescheduling a service, you’ll need to pay a further charge for the rescheduled service slot you book. Please note that we will not be able to accept cancellation of any service once the service has already been completed. If you successfully cancel your order before the services have been completed, we will automatically cancel or refund the charges for the additional services.
Where you cancel a service after any portion of it has been completed, we will charge you a cancellation or rescheduling charge, which will reflect the cost that we have incurred in the service up to the point of cancellation or rescheduling.
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HOW TO PREPARE AND THINGS TO CONSIDER PRIOR TO YOUR SERVICE VISIT
You must be present for the service visit. If you are not available on the day, you must reschedule – to do this, please respond to the message received from our logistics partner and refer to Section 6 (Cancellations and Rescheduling). If you fail to reschedule the service visit, this may result in you being charged the full price of the service.
Please note that we may charge you additional sums if you don’t provide us with the information we have requested or if you don’t carry out the preparatory work to prepare for the services as indicated.
Steps you must take before we visit:
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You must ensure that there are no access issues to your property prior to the service visit (e.g. narrow roads unsuitable for delivery vehicles or a narrow flight of stairs), and you cooperate with our logistics partner to ensure a safe and smooth service visit.
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You must ensure your current electrical connection matches the requirements of your new appliance. We suggest you refer to a qualified electrician to check this if you are unsure.
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Prior to the service visit, ensure that the appliance you have ordered is the right size for the designated space and main access point of your property, including double checking any height, width and depth requirements. Please pay special attention to space required for complete door opening on freestanding refrigerators and freezers.
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If we are connecting a hob, please check the existing worktop cutout is correct for your new appliance.
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Ensure any required services (including gas, water and electric) are within the permissible distance from your appliance. Further information is available in the relevant user guides: https://www.smeguk.com/info/download-manuals.
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There must be reasonable and safe access to existing water pipes, gas pipes and electricity connections as required for your appliance – we are unable to carry out any remedial works.
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For cookers, ensure there is enough space between your cooker top/hob and anything above it. This is known as the "Hot Zone" and must comply with the manufacturer's requirements and Gas Safety (Installation and Use) Regulation 1998. Further information is available in the hot zone guide: https://help.smeguk.com/app/answers/detail/a_id/231/~/what-is-the-recomended-distance-from-my-hob-to-my-hood%3F.
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You must ensure you have suitable ventilation if you have requested a cooking connection service. This could be a suitable extraction fan or a window that opens.
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If you are switching from a gas oven to an electric oven, please let our logistics partner know in advance of booking the service visit.
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Ensure any kitchen furniture being re-used is up to the standard required for the new appliance.
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You are responsible for ensuring that any old appliance that is being recycled is disconnected (unless you have specifically opted for the disconnection service) and ready for collection.
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Ensure that any old appliances are emptied of your personal items and belongings. In case of refrigerators, you must make sure that the refrigerator has been emptied, switched off and defrosted prior to collection.
In addition to the above, please note that we will not be able to complete the chosen service if any of the following occur, and you will not be liable for a service refund.
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Any required electrical, plumbing, water supply, drainage or waste facility fails the delivery team's testing or is unsuitable and/or requires alterations.
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Mechanical adjustments are required to the appliance to overcome things such as water pressure.
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There is no 3-pin plug socket within 1.2 metres of the connection area of the appliance.
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The Hot Zone (see above) doesn’t meet the requirements indicated and is not clear of flammable material.
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The service requires an initial disconnection of any appliances (e.g. dishwashers, laundry, or cooling) that have been hard-wired.
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The property is a commercial property, or the property does not have a secondary domestic meter.
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We will not be able to provide connection services for liquid propane gas (LPG) systems.
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WHAT TO EXPECT ON THE DAY OF YOUR SERVICE VISIT
We will only connect new appliances you have purchased via our website and will not provide an installation service or reworking of any kind of existing electrical, gas, or water services, or retrofitting of appliances into cavities.
We will only disconnect your old appliance if you specifically selected the disconnection service when booking your service visit.
We will only connect your existing water, gas, and electrics to the appliances, where applicable and in line with current BSI Regulations, and provide electrical cables in relation to any cooking appliances. We regrettably are not able to provide connection services for LPG systems.
We will position and level the appliance to ensure it is working by switching it on (excluding refrigerators).
We will refit furniture doors where applicable, including door reversal if this is required. Please note that our logistics partner may drill new holes in furniture if this is requested but will not cover up existing holes.
We will take pictures during the service visit to ensure a record is kept of the service.
We will unpack your new appliance and take away all the packaging materials.
IMPORTANT. Please note that if you choose to return your appliance to us, it needs to be unused and in its original packaging with all seals and labels intact. More information on our returns policy is available at: https://help.smeguk.com/app/answers/detail/a_id/280.
Once your new appliance is delivered, you should check it for damage and defects, and report this to our logistics partner at the time of delivery, and to us directly (by contacting us via https://help.smeguk.com/app/ask/) as soon as possible but in any case, within 7 days of delivery.
Please note that we can only offer connection services on the day of delivery, and no revisit can be made.
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WHAT HAPPENS IF WE CANNOT DELIVER
If we cannot complete a delivery or connection service because you are not in, or because we cannot access the property as described above, or for another reason for which you are responsible, we will let you know and you can have the option to re-book with us. There will be extra charges for this re-booking and we will tell you what those will be when you re-book. If you choose to cancel your order after a failed attempt to deliver/connect an appliance, a charge will also apply. Please note the service changes we have been unable to carry out when you placed your order won’t be refunded in these circumstances.
None of the above affects your statutory rights.
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YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR SERVICE
If you think there is something wrong with your service, you must contact us, as soon as practicable, by visiting https://help.smeguk.com/app/ask/. Under consumer laws, you can ask us repeat or fix a service if it is not carried out with reasonable care and skill or get some money back if we can't fix it. Please also refer to Section 15 (You have several options for resolving disputes with us).
If, during the delivery / connection service any damage is caused by our team, we will be responsible for putting it right. Please note this does not extend to repairing any faults or damage discovered during the connection process which had occurred before delivery/connection or were not caused by our team.
We do not supply business customers under these terms and conditions, so we do not accept liability for any loss of profit, loss of business, business interruption or business opportunity.
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WE DON’T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR SERVICES
We are responsible for losses you suffer caused by us breaching these terms unless the loss is:
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Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
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Caused by a delaying event outside our control. As long as we have taken the steps set out in Section 14 (We are not responsible for delays outside our control).
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Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
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A business loss. It relates to your use of an appliance or service for the purposes of your trade, business, craft or profession.
We do not exclude liability for the following heads of loss:
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Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
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Fraud or fraudulent misrepresentation.
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Any other liability which cannot legally be limited.
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WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE
How we use any personal data you give us is set out in our Privacy Policy: [https://www.smeguk.com/privacy-policy].
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WE ARE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
If the service visit is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we want to reduce the delay. As long as we do this, we will not be responsible for compensating you for the delay, but if the delay is likely to be substantial, you can contact us by visiting https://help.smeguk.com/app/ask/ to cancel and receive a refund for any services that you have paid for in advance but not received, less reasonable costs we have already incurred.
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YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US
Any complaints or disputes should be reported to us by visiting https://help.smeguk.com/app/ask/ within 7 days of the service visit, and we will do our best to resolve any problems you have with us or our services. If you have purchased an appliance through Flexible Finance, further information about the complaint procedure is available at: https://shop.smeguk.com/ff2023.
These terms are governed by English law and wherever you live, you can bring claims against us in the English courts. If you live in Wales or Scotland, you can also bring claims against us in the courts of the country you live in. we can claim against you in the courts of the country you live in.
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WE CAN END OUR CONTRACT WITH YOU
We can end our contract with you for a service and claim any compensation due to us if you don’t, within a reasonable time of us asking for it, provide us with information, cooperation, or access that we need to provide the service.
If you have any complaints about the service you have received from us, please contact us as follows:
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OTHER IMPORTANT TERMS APPLY TO THESE TERMS
We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under these terms.
Nobody else has any rights under these terms. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of these terms, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing these terms, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you are not allowed to, but that doesn’t mean we can't do it later.
