Three separate things protect you if an appliance develops a fault: the manufacturer’s guarantee, your legal rights against us under the Consumer Rights Act 2015, and our 30-day free returns promise. They sit alongside each other, and using one never cancels the others.

The three protections side by side

Protection Who is responsible What it gives you
Manufacturer’s guarantee The brand that made it Repair, replacement or parts, on that manufacturer’s terms
Consumer Rights Act 2015 Us, the retailer A remedy when goods are faulty, not as described or not fit for purpose
Our 30-day returns promise Us Return anything within 30 days for any reason, free

The manufacturer’s guarantee

Most appliances we sell come with a guarantee from the brand that made them. Its length and conditions are set by the manufacturer, not by us, and differ from product to product, so check the paperwork in the box or the manufacturer’s website.

A guarantee is an extra promise on top of the law and cannot reduce your statutory rights. If it has run out, or the manufacturer will not help, you may still have a claim against us.

Your rights under the Consumer Rights Act 2015

You bought from us, so your legal claim for a faulty appliance is against us rather than the manufacturer. You can still use a manufacturer’s guarantee if that suits you better, and choosing it does not give up your rights against us. The Consumer Rights Act 2015 says what we sell must be of satisfactory quality, fit for purpose and as described. If it is not, you have these remedies.

The first 30 days

You have 30 days from the day the goods are delivered to reject a faulty appliance and get a full refund. This is the short-term right to reject. If you ask for a repair or replacement inside those 30 days, the clock pauses: when the appliance comes back, you have whatever is left of the 30 days, or seven days, whichever is longer.

After the first 30 days

You can ask us for a repair or a replacement at no cost to you, and the choice between the two is yours unless one is impossible or disproportionately expensive compared with the other. We must do it within a reasonable time and without significant inconvenience to you.

If that does not put it right

If one repair or one replacement fails, you can ask for a price reduction, or use the final right to reject and claim a refund. In the first six months a refund at that stage is not reduced for the use you have had. After six months it may be.

For the first six months after delivery, a fault is treated as having been there at delivery unless we show otherwise. After that, you may be asked to show it was present from the start.

There is also an outer time limit on bringing a claim: six years from delivery in England and Wales, and five years in Scotland. That is the limit for going to court, not a guarantee that an appliance will last that long.

The 30-day right to reject is not the 14-day cancellation right

  • The 14-day right to cancel comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applies because you bought online. It runs from the day you receive the goods, you then have a further 14 days to send them back, and it applies whether or not anything is wrong with the appliance.
  • The 30-day right to reject comes from the Consumer Rights Act 2015. It applies only when goods are faulty, not as described or not fit for purpose, and it entitles you to a full refund.

Our 30-day free returns promise sits on top of both and never replaces or limits either. The steps are on our returns and refunds page, and common questions on our FAQ page.

How to claim

  1. Contact us before sending anything back, so we can log the claim and tell you where to send it. This helps us deal with it quickly and does not limit your statutory rights.
  2. Give us your order number and the product name.
  3. Describe the fault: what happens, when it started, and whether it was there from first use.
  4. Send photographs, or a short video if the fault can be seen or heard.
  5. Tell us whether you would prefer a replacement or a refund.

What happens next

We reply by email and tell you whether we are handling the claim ourselves or whether the manufacturer’s guarantee is the faster route. The choice stays yours.

Return postage is free and there is never a charge on a replacement. Once the appliance reaches us and the fault is confirmed, we send a replacement or refund you, as you asked. Replacements are dispatched within 1-2 business days and Royal Mail delivers within 3-5 business days after dispatch, to UK addresses only. Refunds are processed within 7 days of the return reaching us and go back to the payment method you used (see our billing policy).

What a claim does not cover

  • Accidental damage, drops, knocks and liquid spills.
  • Misuse, or use that does not follow the manufacturer’s instructions.
  • Normal wear, and cosmetic marks that do not affect how it works.
  • Commercial or trade use of an appliance sold for household use.
  • Consumable and maintenance parts, such as filters, brush bars, bags, belts and seals, once they have worn out in normal use. A consumable part that is faulty or missing when it arrives is covered.
  • Limescale damage where the appliance has not been descaled as instructed.
  • Damage caused by repairs or modifications carried out by anyone other than the manufacturer or a repairer the manufacturer has approved.

If we think one of these applies, we will explain why. You are free to disagree, and none of it removes your rights under the Consumer Rights Act 2015.

Your statutory rights are never affected

Nothing on this page, in any manufacturer’s guarantee, or in our terms and conditions reduces or replaces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Contact us

Email shop@appliancediscounts.co.uk or call 0113 459 2535, which is +44 113 459 2535 from outside the UK. See also our contact page.

APPLIANCE DISCOUNTS LTD is registered in England and Wales, company number 17294952. Registered office: Units 8 and 9 Armley Link Trading Estate, Leeds, LS12 2QN, United Kingdom. More on our company information page.