Terms & Conditions
These Terms and Conditions apply to your use of the ElekDirect website and every order placed with ElekDirect. We’re passionate about our customers and making sure that you’re happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straightforward and customer friendly way.
Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you or collected by you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price. In these circumstances we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
We display our availability on the website and when you can have an item delivered. Where we display the earliest available delivery day prior to the checkout, postcode restrictions may apply. For the most accurate delivery date to your home, you can enter your postcode when you’re in the checkout.
We deliver a large number of products a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.
We try to specify accurate dimensions for every product listed on our website. However, please be aware that the product dimensions do not include any protruding features such as controls and handles etc and product dimensions represent the casing of the product only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on our website are approximate only. Similarly, we’ve made every effort to display all product colours accurately. However we can’t guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
Any customer reviews of the products we sell are the opinions of our customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.
You acknowledge and agree that:
The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our website belongs to us. You are permitted to use this material only as expressly authorised by us or our suppliers.
We are entitled to change or amend our website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).
All the prices we display include VAT and exclude delivery, unless stated specifically on the website. You can see further information on our delivery below.
You won’t be surprised to learn that you can pay with more or less any type of credit/debit card.
This includes Maestro, Delta, MasterCard or Visa card and we do all we can to ensure your
details are secure. We also accept PayPal on all online orders, and this doesn’t cost you any
extra. If there are any problems with receiving payment we’ll let you know.
You can currently only use PayPal on online orders.
To use your credit/debit card, please select the “Pay by phone” option on the checkout page and we will call you to take payment. Your product will be reserved for up to 48 hours from placing your order, but if we are unable to take payment from you during that time then we reserve the right to cancel your order and we won’t be liable to you or anyone else in these circumstances. No delivery will be made until cleared funds have been received.
We offer home delivery to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man, Northern Ireland or the Republic of Ireland). Delivery will normally be made through our sister company, Expert Logistics Limited. Expert has a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. For smaller items we will sometimes use a third-party delivery company who also provide a fantastic service. Please note that deliveries coming from different warehouses may not be delivered together.
The products we deliver are often big and heavy items to lift, so there will be certain occasions when we may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver; it is your responsibility to ensure access to your property. In situations where we cannot gain access, we may be able to offer delivery to the nearest point possible e.g. your garage, so you can make arrangements to get the product in to your property. If we believe successful re-delivery is viable when you have taken the necessary measures, we will attempt another delivery however we reserve the right to not re-attempt delivery; in this case we will always give you a full refund.
If products are paid for by credit/debit card, we will deliver to the billing address of the card used to make payment. All products paid for by PayPal will be delivered to your confirmed PayPal address. If you want your item delivered to a different address, please let us know prior to making payment.
Occasionally something will happen out of our control that closes roads, like floods, snow or other adverse weather conditions or things like sporting events which result in closed roads. In these circumstances we’ll block any affected dates out of the checkout delivery calendar. If you’ve already selected your delivery date and you’re affected, we’ll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but we can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.
Unfortunately, on the rare occasions where a delivery is unsuccessful, we’re not liable for costs incurred. This might include things like a third-party engineer or food deliveries.
There are various delivery options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your order.
If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 9:00am – 5:00pm on weekdays (excluding public holidays), 10:00am – 4:00pm on Saturdays and 11:00am to 3:00pm on Sundays.
Collection can only be made by the customer who made the purchase online. You must bring photographic ID with you at the time of collection. We do not allow any third-party collections.
Any product that has a PEGI (Pan-European Games Information) rating will be labelled on its product page. If you are purchasing a PEGI rated product, you confirm that you are eligible to receive and view the content of the title you’ve ordered. If you’re buying a PEGI rated product for someone else, you confirm that they are of the appropriate age to receive and view the content of the title you’ve ordered. Please note that we reserve the right to refuse to sell PEGI rated products if we reasonably believe that a customer is under the minimum appropriate age.
If you’re not happy with your product or you’ve- simply changed your mind, you’ll need to let us know within 14 days of delivery or collection to receive a refund. We’re happy for you to unpack the appliance and have a proper look at it. However, if you have used the product or had it installed, we may not be able to sell it to someone else. This means that where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. If you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of our collection or your return of the product.
To cancel a product please call 01204531 234 Monday to Friday 9:00am – 5:00pm. The product must be returned using the same method you used when purchasing the product (for example, if you collected the product from our store, it must be returned to our store), unless agreed otherwise with us. When we are to collect the cancelled product from you, we’ll collect your product free of charge within a reasonable time from when you cancel and on a day that suits you. We’ll also refund you the cost of delivery. You will receive an estimated timeslot of your collection and must be at the chosen address for the driver to receive the goods from you. Orders placed for next day delivery cannot be cancelled before delivery.
If Products are Faulty
It’s our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements. To the extent that the products have any cosmetic damage, this will be displayed on the photos of that product on our website.
As a customer, it’s your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act.
We’ll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.
- If a fault has been confirmed with your new product within 30 days of delivery, you can return it in exchange for a full refund.
- If you find a fault with your product after the 30 day cut off (but within 6 months of owning it) you can choose whether you’d like us to either repair or replace it for you (unless one option is disproportionate). If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
- If you find a fault after 6 months of owning the product and you can prove the defect was present when we delivered it, we’ll follow the same processes that are outlined in point 2.
You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.
Unless otherwise indicated on the product information, the manufacturers will supply a warranty in addition to your rights set out above. In most cases you’ll receive a 1 year warranty covering all parts and labour. In some cases, it may be extended to 2, 5 or even 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team.
We will supply a ‘return to base’ warranty with some of our products. If any product subject to this warranty develops a fault and you want to enforce your ‘return to base’ warranty please call us on 01204 531 234 Monday to Friday 9:00am – 5:00pm, or email [email protected] This is in addition to your statutory rights.
Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
- Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
- Impossibility of the use of public or private telecommunications networks.
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
Our Liability to You
Here at ElekDirect, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.
Should an issue arise with a cooling appliance. due to a fault on our part, we can secure up to £50 for food loss or for the damage of secondary items (which excludes the appliance itself).
If your computing product, mobile phone or games console develops a fault which causes it to lose saved data, we can’t accept liability for that loss.
If for any reason your computing product, mobile phone or games console needs to be sent back to us or the manufacturer, it will be restored to factory settings and data will be lost. Games consoles will also have any digital games removed, which can be downloaded again from your Playstation Plus, Xbox Live or Nintendo account when your console is returned. As we can’t accept liability for any data loss, we recommend you regularly back up your data to a remote or external data storage.
As we only supply products for domestic and private use. we are not liable for any loss of profit, loss of business, business interruption or business opportunity.
We do not exclude liability for the following heads of loss:
- Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
- Fraud or fraudulent misrepresentation.
- Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
- Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples).
- Defective products under the Consumer Protection Act 1987.
Information About Us and How to Contact Us
Products purchased from the ElekDirect website are being sold by ElekDirect Limited, a company registered in England and Wales. Our company registration number is 08328323 and our registered office is at:
5A The Parklands,
Our registered VAT number is GB945698169.
If you want to check something, change something, ask a question or simply find out about life in general then we have a team of people waiting to take your call on 01204 531 234. Lines are open Monday – Friday 9:00am – 5:00pm (excluding public holidays), Saturday 10:00am to 4:00pm and Sunday 11:OOam to 3:00pm. Alternatively, you can email us on [email protected] or write to us at the address given above.
The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.
My Account allows you to save your details for a faster checkout. From time to time we may also send you promotional offers and details.
If you have a complaint about ElekDirect you can contact us as follows:
By writing us a letter:
5a The Parklands
By calling us on 01204 531 234
By emailing us on [email protected] and we’ll get back to you within 48 hours. If you are not satisfied with the outcome of your complaint, you are also entitled to pursue alternative dispute resolution by referring your complaint to The Retail ADR, a certified Alternative Dispute Resolution Provider whose purpose is to resolve disputes between consumers and traders without having to go to court.
The contact details for The Retail ADR are as follows:
– Post address: The Retail ADR, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP
– Telephone number: 020 3540 8063
– Email address: [email protected]
You may also be eligible to lodge your complaint to EU Online Dispute Resolution platform – www.ec.europa.eu/consumers/odr.