Here are the most frequently asked questions from our customers. From placing an order, to delivery & installation to registering warranties. We can certainly help. If your question is not here, please feel free to contact us on 01934 522490 or use one of our contact forms by clicking here.
Pre-Sales & Ordering
Everyday we are adding new products across a range of brands. This may mean that we are yet to add your specific product. Please feel free to contact us with your preferred appliance, brand and model number and we will certainly check to see if we can order it in. If so, we can process your order offline.
A ‘Special Order’ appliance is an appliance we do not normally keep in stock however we can certainly order in for our customers. Please note, special order appliance deliveries/installations may take longer than the average 3-5 working day lead times.
Delivery & Installation
If you have purchased from us following a call out or over the phone, we advise you if an item is in stock or if it is out of stock, the delivery lead time. We then schedule with you a preferred delivery/installation date and preferred time slot.*
If you have purchased from our website, we ask you at the checkout their preferred delivery/installation date and preferred time slot. We do our upmost best to honour your preferred date and time and confirm this once your order has been submitted.* For circumstances we cannot change or out of our control, we may not be able to deliver on your preferred date or at your preferred time. We will contact you immediately to explain and re-arrange for a schedule that suits you.*
*Confirmation of delivery/install to be done during working hours. Mon-Fri 8AM-5PM
If you have purchased the installation & removal package, yes our engineers disconnect your old appliance and safely dispose it.
No. Any masonry or carpentry works needs to be arranged by you and completed prior to installation by our engineers.
Please note, the refitting of integrated appliance door fronts is included when the installation package has been chosen.
Yes. Our engineers bring along the necessary connecting cables and hoses but only if the installation & removal package has been chosen/paid for during the ordering process
If you have purchased a gas appliance from us with the add-on for us to install and remove the old appliance, you will need to ensure that the Hot Zone i.e. the area between the hob or cooker and above it, must be clear of any inflammable materials. These include wallpaper, wood panels etc.
Yes. We distribute delivery notes with every appliance sold. One is for you, signed by our engineer(s) and one is for us, signed by yourself. We expect an occupant to be at the delivery address so the appliance(s) can be signed for.
Please note, if there is no occupant at the delivery address and there is a failed delivery, you may be charged for the failed delivery.
Yes, as long as you notify us atleast 48 hours prior to your original delivery/installation date.
Yes, however you must notify us at least 48 hours before your original delivery/installation date.
No. We are proud to offer our customers free delivery on all large appliances.
Please note, there is an additional charge for installation services and removal of old appliance(s).
We deliver to our local area of North Somerset and surrounding towns and villages. We also delivery to some Somerset towns and areas Near Bristol.
Postcodes include, BS8-9, BS11, BS20-BS29, BS40-BS49, TA8-TA9.
If you do not see your postcode and would like to know if we deliver to you, please feel free to give us a call.
On each product, we also allow you to type in your postcode to see if we deliver to you or not. You’ll find the delivery checker under the main image.
Warranty & After Care
All the appliances we supply are new and will come with a minimum 1 year manufacturer warranty. Manufacturers warranty can range from 1-5 years dependant on manufacturer. The warranty period will be explained to you at the time of purchase and again at delivery/installation.
The appliances we sell are designed for a domestic environment not a commercial one. This does not affect your statutory rights.
When delivering & installing all appliances, we give you the machines instruction book which features the manufacturers contact number or email to register your warranty. All you need is your personal details and the serial number of the appliance. If you are unsure, please check our manufacturers warranty list here.
Any issues relating to mechanical, electrical and even accidental damage is covered in your Retracare extended warranty. Extended warranties can be added on most appliances in which the option will be given on the particular product page.
All warranty repairs are performed by the manufacturer or one of its appointed agents according to their term and conditions.
No. Whilst we cannot arrange the appointment for you, we can advise you on contact details of the manufacturer or things to check before booking a service call.
Yes. We distribute a delivery note with every appliance sold. We will require an occupant to be at the delivery address so the appliance can be signed for.
Yes. If you have purchased online, you will recieve a receipt and order note with the amount paid. Upon delivery/installation, an invoice will be presented to you.
Need To Speak To Us?
Is your question not here? Please feel free to contact us by calling or emailing us.
Thinking of having your appliance repaired? Check out our repairs website. We repair most large kitchen appliances across a wide range of brands, with over 30 years experience.