Service & support
Terms and Conditions
The following terms and conditions apply to all transactions processed by this site, over phone lines and in store. Please read carefully and print a copy for reference.
All prices are shown in £ sterling and include V.A.T. We reserve the right to change any advertised prices at any time. The price you pay is the price displayed on this website at the time we receive your order except in the instance where an error has occurred with the data making up the information which is projected through the website (only applicable to online purchases). In the event that an error is discovered with the price of any goods you may have ordered we will inform you as soon as we can possibly contact you whereupon we will give you the option of amending and processing your order at the correct price or cancelling it (only applicable to online purchases). In the possible event that we cannot contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods we will give you a full refund.
We shall not be responsible for wrongly ordered items such as wrong height, width, colour, price comparison, etc. Please take extra care when specific sizes and fittings are required. We are not obliged to refund due to wrongly ordered items but you may be offered replacement with re-delivery charges plus a 20% re-stocking fee if products have been unpacked. If you wish to cancel orders which were made in store not yet delivered this will incur a 20% cancellation fee.
Payment can be made by most major credit cards (except American Express and Diners Club cards). We also accept any debit card.
If an order is received for a discontinued product we will provide the up-to-date equivalent automatically, providing it is available and the same price as the discontinued model. If this is not the case we will contact you to give you the option of further payment if applicable or a full refund.
We will endeavour to take all possible reasonable care to keep all details of your order and payment secure. However in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering.
All products are subject to availability and may be changed at any time. If your order cannot be fulfilled you will be offered an alternative or given a full refund providing the 28 day period has expired.
Installation of Entertainment Equipment:
(TV's, recorders, audio & furniture):
What we’ll do:
We'll unpack your new purchase.
Build up any furniture bought from us if selected.
Disconnect any wires/cables from your old TV/Recorder.
Connect your new TV to the stand that’s in the box. We’re unable to connect to a furniture television stand (as in a piece of furniture with brackets for a TV).
Place it onto a suitable flat surface of your choice.
Connect any new or existing devices to your new TV (e.g. sound bars, satellite boxes, games consoles). Providing they are compatible to the new TV and the cables are made available by either yourself or you have purchased them from ourselves.
We will set-up the new TV and equipment, where possible, to help you get the best from them.
If you've ordered a Smart TV and you have a working router in range, we’ll try to connect it to your home WiFi. Please have your router ID and password ready, so we can get you up and running quickly. We’ll show you how to access the basic but leave the full exploring of the Smart features and setting up of accounts to you, as they are specific to your taste. We'll tune in your TV and explain some of its features, so that you can enjoy it straight away.
Take away the packaging from your new TV.
We dispose of your old TV.
Things to think about:
Please check that your aerial or satellite is in good working order as we may not be able to tune in the new TV if it is not.
Please check that all cables to be used are in good working order, are suitable for the new equipement and are the correct length. If you require the purchase of any cables, please inform us in plenty of time as we may be able to supply them.
Our installers do not carry exterior work to aerials, satellite dishes or cables. If you require this service please contact your local aerial firm. We can recommend one should you need it.
We won’t be able to lay cables under carpets, flooring or behind skirting boards.
Check your internet router and phone line is in good working order. If we cannot connect to the internet you may need to contact your service provider.
Our installers are highly trained and will always do their very best to connect your TV but occasionally and mainly for the reasons above, this may not be possible. Where our team cannot complete the connection through no fault of their own, we reserve the right not to refund any installation charge paid.
Installation of Appliances:
(washing machine, washer dryer, fridge/freezer & dishwasher):
Our local fitting service on washing machines, washer dryers and dishwashers shall be carried out only to existing plumbing which is safe and free from leaks. Connection pipes and electrical sockets must be no further from the appliance than 1.5m as we do not undertake any extra plumbing/electrical services and extension of plumbing utilities. Any leaks from frail or brittle pipe work shall be pointed out to the consumer before the fitting takes place and we do not hold ourselves responsible for floods or leaks after we leave the premises if you agree for us to proceed. In the event of your pipe work not being appropriate and safe to disconnect we will not continue the fitting service. We do not refund the fitting charge as time is allocated to every job. You do not have the right to refuse the appliance due to a failed installation. Faults on pipework and electrical faults on sockets are the customers responsibility to make safe before our team arrive at the premises. Re-delivery charges apply if we are asked to return to complete a fitting service which previously couldnt be completed due to inadequate pipework, electrics etc.
We won't be able to connect your new items if:
Any electrical/plumbing supplies needed fail the delivery team's testing or are unsuitable.
Any water supply needed cannot be isolated or is unsuitable.
Any drainage/waste facilities needed are unusable.
Mechanical adjustments are required to the item(s) to overcome such things as water pressure etc) Alterations to existing plumbing and electrical are required.
Disconnection & Disposal:
Disconnection is available for certain existing appliances that are plumbed into water pipes i.e. washing machine, etc. Disconnection can only be carried out to existing plumbing which is safe and free from leaks and where the water can be isolated. We reserve the right to refuse disconnection if we feel it is unsafe to proceed. We can only disconnect your appliances when you select the disconnection service.
If you have ordered a disconnection service, there are a few things you will need to do before we arrive so we can disconnect successfully. If it's a fridge or freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, you'll need to remove any clothes from the drum. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.
If you’re making use of our disposal service and haven’t opted for our disconnection service, please disconnect (and defrost if necessary) the appliance before we arrive.
For disposal of old appliances the passage of exit must be clear and unrestricted. We can not be held liable for leaks and spillages from the scrap appliance on removal from a customer premises. It is the consumer who shall be responsible to cover floorings with appropriate protection from such accidents prior to delivery.
Full refunds can only be provided for items which are returned to us in their original condition. The customer has a duty of care while the goods are in their possession; we reserve the right to charge you for any damage that may have occurred whilst the goods have been in your possession. In addition, if you require us to collect this will incur a charge to do so.
In the case of an item being faulty we require an inspection by a manufacturers qualified engineer to be carried out on the item where it is installed so we can ascertain the fault before we can arrange for a replacement. Any appliance awaiting exchange must be fully disconnected from its supply be it electrical , gas or plumbed to water connection. If not you will be required to pay re-delivery charges. We do not accept claims for the cost of disconnection and re-connection of appliances under these circumstances.
All items carry a minimum twelve months parts and labour guarantee issued by the manufacturer which is subject to provisions that the appliance:
Has been used solely for domestic purposes and is on domestic premises; ie. not for commercial or trade use.
Has been used solely in accordance with the instruction book.
Has not been subject to misuse, accident, modified or repaired by anyone other than the manufacturer's service engineers.
Extended warranty promotions and offers are to be claimed by the consumer. If you fail to register such claims with the manufacturer then you may loose the extra free cover.
All product information shown on the website is believed to be correct and accurate from the source material (i.e. manufacturer's documentation). However we regret that we cannot be held responsible for any errors or omissions.
We take all complaints very seriously. If you have a cause for complaint then please write to us at the address shown on our contact page
None of the above affects your statutory rights as a consumer.
A Fanthorpe Ltd
6 Hepworth Arcade
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