Terms and Conditions

Before you place an order, if you have any questions relating to these terms and conditions please contact your local store between 9.00am and 5.00pm. Please note that all calls will be charged at the local rate, (BT users only, other network charges may vary.)

If you choose our reserve & collect service, your purchase will be subject to our normal in-store Terms and Conditions; these are available in store.

Our Contract

You will have an opportunity to check and correct any input errors in your order up until you click the Complete Reservation button.
After you submit an order a page will display with an Order Reference Number. We will then send the same details to you in an email acknowledging receipt of your order, (Order Acknowledgement).

Reserve & Collect

After you submit a Reserve & Collect order we will give you a reference number and details of your Reserve & Collect order.
You will not be asked to pay for the goods until you collect the goods at your chosen store.

You must come to the store to pay for your order. We accept payment by cash and most major credit and debit cards. Payment is deducted when we process your order in store.

Making Payments Online

We make every effort to ensure our transaction process is safe and that your personal information is secure. Payments can be made from the following credit or debit cards;
Mastercard
Visa (Debit and Credit cards)
Maestro

We accept UK registered cards only. We also accept payment through paypal. If you would prefer to pay in person you can use our Reserve and Collect service and pay for your goods when you collect them at your nearest store.

Prices and Payment

All prices and charges on this site are in UK pounds. They include any VAT payable, but exclude installation charges. For details see ‘Delivery and Installation’ below.

Prices, offers and products are subject to availability and may change before, but not after, we accept your order. If something becomes unavailable we may offer you an alternative or suggest that you visit one of our stores.

IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we may cancel your order at any time up to the point we send you the product(s) (even if you have received your order confirmation email). We will contact you where we become aware of an error and ask whether you wish to continue with your order at the correct price or cancel it.

Delivery

Our standard delivery (drop off) for products bought online is FREE OF CHARGE. We only deliver within certain postcodes in and around Staffordshire and Cheshire.  You will be asked to enter your postcode when you place your order to determine whether your address qualifies for our delivery service.  We will contact you once we receive your order to arrange a suitable time for your delivery. You can choose an AM or PM time slot for your products to be delivered. You may wish to add set-up or installation to your order at this stage, which can be paid for separately, our service or sales team can discuss these extra costs with you.

Set-up/ Installation

This can be arranged when you come in to store to pay for your items or when you receive a call to arrange your delivery.
We offer a high quality and efficient installation service for many large household items and home entertainment products. It is subject to

additional terms and conditions which you must read before you order (see below):
- Your product unpacked and checked.
- Product positioned and set up for you.
- Safe and secure installation.
- If a gas appliance, it must be disconnected by a registered GasSafe engineer.
- Fridges and freezers must be emptied of contents.
- In most cases, your old product taken away for you to be recycled.

Our installation charges are in addition to the charge for the product.

Disconnection

Your old appliance should be safely disconnected prior to our arrival. Gas and dual fuel cookers must be disconnected by a CORGI-approved engineer and mains wired electric cookers should only be disconnected by an electrically competent person.
Please note that if you have paid for installation of your new cooker we will disconnect your old cooker for you.

Scrap Collection

For some products we may offer to remove your old appliance for a fee of £10. A further fee may apply for large refrigeration and tube televisions, 32” and above. If scrap collection is available, it will be offered to you as part of the payment process in store or when you receive a call to arrange delivery when bought online. IMPORTANT: Your old appliance must be empty and should be safely disconnected prior to our arrival. Your old appliance must be located outside the main entrance of the property free from obstruction. Scrap collection only available for products replaced by Eric Alcock Ltd and to be collected at the same time as new item is delivered.

Reserve & Collect

All products featured on the website available for Reserve & Collect can be reserved online for you to collect from your local Eric Alcock Ltd. store, subject to that store’s stock availability.

Simply add the product to your basket by clicking the “reserve now” button. You will then select which store you wish to collect from and arrange payment at. You will then be taken to the “Shopping Basket” screen, you will see which products you have selected for Reserve & Collect. You can either continue to checkout to confirm your details and order (without making payment) or you can continue shopping. If your chosen store does not have stock availability we will ensure your chosen product is transported between stores so it is available for your collection.

If you select Reserve & Collect, you must go to the relevant store to collect the goods by no later 48 hours. If ordered by 5pm your purchase will be available by 3pm the following day. You will need to take your reserve&collect print out or reference number with you. We try to make sure that reserve&collect goods always remain available for purchase until you arrive at the store, however we cannot guarantee this. For this reason we do not take any payment from you until you come to our store. You can pay by cash or credit/debit card. In the unlikely event that the goods are not available we will do everything we can to get the product from another store or find you an acceptable alternative.

All Reserve & Collect sales take place in our stores. Sales are therefore subject to our usual in-store Terms and Conditions and the Manager’s discretion. However, provided you bring your Reserve & Collect print out and/or reference number with you, our store will supply the goods at the online price which applied when you chose to Reserve & Collect.

You must provide a telephone number and email address when you place a reserve&collect order. We may call you to ask whether and when you intend to collect the goods. If we are unable to contact you we may stop holding the goods available to you.

Payment Online

All products featured on the website available for payment online can be paid for immediately, safely and securely. We request authorization for payment as soon as you submit your card details and any personal information you enter such as your name, address and card details are all safely encrypted so that any data passed between your computer and us cannot be read by hackers, spammers, frauds or any other known type of cyber threat.

Simply add the product to your basket by clicking the “Buy Now” button. You will then be taken to the “Shopping Basket” screen, you will see which products you have selected You can either continue to checkout to confirm your details and order or you can continue shopping.
Not all items on the website are available for Payment online, if your chosen product is one of these, you will only be given the option to Reserve and Collect. See info on Reserve and Collect.

In the unlikely event that the goods are not available we will do everything we can to get the product from our suppliers or find you an acceptable alternative.

You must fill in the online personal details form which includes a telephone number and email address.  We will then call you to arrange a delivery time or to ask when you intend to collect the goods from a store of your choice.

Non-acceptance of an order may be a result of one of the following:
• The product you ordered being unavailable from stock.
• Our inability to obtain authorisation for your payment.
• The identification of a pricing or product description error.

Returns and Aftersales Policy

Wherever possible we will respond to your individual circumstances.

We will exchange or refund your purchase either before or up to 7 days following the day of delivery if you return the item to us as set out below, but it must be returned unopened and in its original packaging, complete with any free gifts or accessories provided.
This does not affect your consumer rights and if you open the goods to inspect them, you can still cancel your purchase at any time either before or up to 7 working days* following the day the goods are delivered.

* “working days” means all days other than Saturday, Sunday and Public Holidays.

In all cases, your product must be complete and in 'as new' condition. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used or installed. It should be returned with the original box and packaging, along with any accessories you received with it. Pre-recorded videotapes, DVDs, CDs, minidiscs, memory cards and software must still be sealed. Any free gifts received with the product must also be returned. Any set up/ installation charges will NOT be refunded. A £25 collection charge may apply.

If you follow the above steps, we will issue you with a full refund for the cost of the product. Refunds take 3-5 working days to be credited to your payment card.

We cannot cancel your purchase when:
- you return your product to a store without proof of purchase
- the seal has been broken on any videotapes, DVDs, CDs, minidiscs, memory cards or software, including games, or on any personal hygiene products such as shavers
- the goods were a special order to your specification.

Faulty goods

Wherever possible we will respond to your individual circumstances.
If there is a fault with your product within the applicable product guarantee period (normally 12 months from delivery) or other defect with your order, we will normally offer a prompt repair service. You will always have the option of an exchange or refund if the fault occurs within 7 days of delivery. In all cases we reserve the right to inspect the product and verify the fault. Any set up/ installation charges will be refunded. If there is no fault found after our inspection and the problems lies elswhere, e.g. incorrect set up by the customer, there will be a £45 call out charge for the egnineers time. Our engineers will endeavor to set up your appliance correctly for you and leave you with a fully functional appliance where possible.  If you suspect a fault, please call our service department who may be able to advise you how to fix the error over the phone.

To qualify for a refund or exchange the product must be:
- in otherwise 'as new' condition
- complete with any accessories and free gifts offered with it if possible, with the original box and packaging

You can either return the product to an Eric Alcock store or phone our service team on 01782 775858 to arrange a call out from our engineering team. Service is open from 9.00am to 5.00pm, Monday to Friday. Replacement goods can be delivered to your home by our delivery team. If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.