Terms & Conditions

These Terms & Conditions apply to your use of the KDH Electrical website and to every order placed with KDHAPPLIANCES LTD, trading as KDH Electrical. Please read them carefully, together with our Delivery Information and our Refund and Returns Policy.

1Company information

• Tel: 01622 541312
• Email: sales@kdhelectrical.co.uk
• Registered with the Information Commissioner’s Office (ICO), registration number ZB889609

2Our contract with you

• KDHAPPLIANCES LTD (trading as KDH Electrical) is referred to as “we”, “us” or “our” throughout these terms. The purchaser is referred to as “you”, “your”, “customer(s)” or “the client(s)”.
• When you place an order, you confirm that you intend to buy the products and/or services from us. When you order, we authorise the amount on your payment card. This may show as a pending transaction, but it doesn’t mean payment has been taken.
• We’ll send you an order acknowledgement within 24 hours to confirm we’ve received your order. This acknowledgement doesn’t mean we’ve accepted your order. It only confirms that we’ve received it.
• Your order only becomes legally binding when the products and/or services have been dispatched. That is when payment is taken. Until dispatch, we reserve the right to cancel or decline to supply the products and/or services for any reason.
• If we cancel or decline your order before dispatch, the payment authorisation will be cancelled and your card issuer will release the pending charge. No money will be taken from your account. If this happens, we’ll aim to explain our decision clearly.

3Availability

• Our stock information is updated using data from our own warehouse and live manufacturer feeds.
• Our standard delivery timescale is usually 3–7 working days, although sometimes we can deliver sooner. During exceptionally busy periods, such as Black Friday or the lead-up to Christmas, delivery may take longer than usual. If you need delivery within a particular time, please contact us before you order.
• Over Christmas, standard delivery timescales are longer because of higher order volumes and UK bank holidays. Orders placed in the lead-up to Christmas, especially from mid-December, may be delayed because courier networks run reduced services on Christmas Day, Boxing Day and New Year’s Day. Deliveries that would normally arrive within our standard timescale may take several extra working days. If you need delivery by a particular date, we strongly advise you to contact us before ordering to confirm current lead times.
• If an item is unavailable for a long time, we’ll contact you to tell you the expected timescale. If we can’t deliver within the stated 3–7 working days window, the transaction won’t be completed and no payment will be taken. However, where an order is placed for direct delivery from the manufacturer, we may not be told about long delays straight away.
• Products marked as pre-order, special order or due in are excluded from our standard delivery timescales. These items may be waiting for stock, made or ordered specifically when you buy, or subject to longer supplier lead times. Delivery dates for these items are estimates only. Any lead time or delivery window shown is the most accurate information we have when you order. If you need delivery by a particular date, please contact us to confirm before you order.

4Pre-order, due in, special order and bespoke items

• Products marked as pre-order, special order or due in are clearly identified on the product listing, and your order confirmation includes a separate note confirming the item’s status. These products may be waiting for stock, made to order, customised, or sourced specifically for you once you order.
• A special order product is ordered in from the supplier specifically for your purchase. Special order items don’t affect your statutory right to cancel: you can cancel or return them within 14 days of delivery as described in section 17. Unless the item is faulty or damaged, the cost of returning it is yours, and we may deduct an amount if it comes back used, installed or handled beyond what’s needed to inspect it.
• Goods made to your measurements or personalised for you are the one exception: they can’t be cancelled once we have started making them. We’ll make this clear on the product page and before you order. Your rights if they arrive faulty or damaged are unaffected.
• We strongly recommend that you check all product details, specifications and lead times carefully before ordering any pre-order, special order or due in item.
• Pre-order and due in items are sold with estimated lead times only and don’t affect your statutory cancellation rights.

5Website and product information

• All dimensions shown are approximate and may not include parts that stick out, such as handles or controls. If you need exact measurements, please check the manufacturer’s technical drawings.
• We make every effort to keep product information accurate and up to date, but manufacturers may change designs, specifications or energy ratings without notice.
• Product images are for illustration only. Colours, finishes and design details may differ slightly from those shown online.

6Pricing and payments

• Prices shown on third-party websites are not guaranteed to be accurate and are excluded from any price matching. This includes search engines such as Google and Bing, and affiliate and comparison websites such as Redbrain, Shopping.co.uk and similar services. These platforms often rely on automated data feeds or scraped information, which may be out of date or wrong.
• The price shown on our website at www.kdhelectrical.co.uk is the correct and most accurate price at the time of purchase, and takes precedence over any price shown elsewhere.
• All prices include VAT.
• Standard delivery is free on orders over £600 to most UK mainland postcodes. Below that a delivery charge applies, and some postcodes carry a surcharge or can’t be delivered to (see our Delivery Information).
• We accept the payment methods shown at checkout, which include the major debit and credit cards (through our card payment provider, Stripe) and PayPal. Any buy-now-pay-later option, where offered, is subject to the provider’s approval.
• Payment isn’t taken until your order has been processed. If an order is cancelled, the payment authorisation is cancelled. How long your bank or payment provider takes to release a pending authorisation varies.
• If you ask us in writing to cancel, we’ll process the cancellation within 24 hours. How long it takes for the money to reach your original payment method depends on your bank or payment provider.
• Special order and bespoke items are charged in full once your order is confirmed.
• We don’t accept payments over the telephone. This protects you and us from the risk of fraud. Card payments are taken securely online by Stripe, our card payment provider, using the latest secure transaction protocols, and we never see your full card number.
• We also accept PayPal on all online orders at no extra cost. We can arrange a PayPal invoice on request, so you can pay without a PayPal account.
• No goods will be dispatched until we’ve received full payment. We also accept payment by BACS bank transfer. If you’d like to pay by bank transfer, you must contact us before placing your order.

7Promotions and offers

• All promotions and offers can be changed or withdrawn at any time without notice. This includes removing particular products from an offer or ending a promotion altogether.
• We update stock levels regularly, but items can occasionally sell out before the website shows it. If you’re unsure about stock or whether an offer applies, please contact us before you order to avoid disappointment.
• Any promotional code applied at checkout is subject to final approval when we process your order.
• Unless we expressly say otherwise, promotional codes, discounts and offers can’t be used together with any other offer.

8Delivery

• We deliver across the UK mainland, with some postcode exclusions (see our Delivery Information page).
• Deliveries may be made by our own team, the manufacturer or a trusted courier. Depending on the delivery location and the product, deliveries may also be made on a pallet. Pallet deliveries are kerbside only and need suitable access at the delivery address. You must raise any concerns about pallet deliveries, access or unloading with us before you order.
• We’ll confirm your delivery date, and usually give you a 4-hour time slot the day before.
• Please make sure there is safe and adequate access to your property. Where access is restricted, we may deliver to the nearest accessible point.
• Our drivers always take reasonable care when delivering appliances. However, it is your responsibility to take sensible precautions before delivery, such as protecting flooring, walls and fixtures and clearing access routes. We are responsible for damage caused by our negligence. We can’t accept responsibility for damage that happens only because a route wasn’t cleared or a surface wasn’t protected as we had asked.
• Free standard delivery is available on all orders over £600. A delivery charge applies to orders under £600 and to optional premium services, such as express delivery, a preferred delivery date or two-person delivery. Every charge is shown at checkout before you pay.
• Express delivery is offered product by product, and depends on stock, driver scheduling, routing and overall capacity. Express delivery means delivery from the next working day.
• Where express delivery is available for a product, you must order before 1pm to qualify. Orders placed after 1pm go to the next available working day. For example, an order placed at 2pm on a Friday would have an earliest possible delivery date of Tuesday, because weekends aren’t working days.
• If you’re unsure whether express delivery is available for your item, or need help with delivery timings, please contact us to discuss what you need.
• All deliveries must be signed for and checked on arrival.

9Delivery coverage and lead times

• Deliveries in Kent, London, Essex and Sussex are often made by our own vehicles and staff. Some orders may be delivered directly by the manufacturer or by one of our preferred third-party carriers.
• Typical delivery times are:
  • London and the South East: 2 to 5 working days
  • UK-wide: 3–7 working days from order confirmation
• Some locations may need extra time. If you have particular delivery requirements, please contact us before you order.
• Where stock is available, next-day or 48-hour delivery may be possible, depending on route planning and scheduling. For orders eligible for express next-working-day delivery, the cut-off is 1pm. Sometimes we can still fit in orders placed after the cut-off, depending on routing, warehouse capacity and operational constraints.
• Orders placed after 1pm are scheduled for the next available working day. For example, an order placed at 2pm on a Friday would usually have an earliest delivery date of Tuesday, because weekends aren’t working days.

10Delivery methods

• Delivery may be made in one of these ways:
  • our own transport service (a Luton van or similar)
  • direct delivery from the manufacturer
  • a preferred third-party carrier or trusted local courier
• Standard delivery is one-person delivery only. A two-person delivery service may be available at extra cost. If you’re unsure which service you need, please contact us before you buy.
• Once our transport department confirms a delivery slot, we’ll email you a proposed delivery date. The day before delivery, we’ll email you an estimated four-hour delivery window. Smaller items may be sent by standard parcel delivery services.

11Delivery access and responsibilities

• Appliances can be large and heavy. It is your responsibility to tell us in advance about anything that may affect delivery.
• Examples include, but aren’t limited to:
  • no one available to accept and sign for the delivery
  • staircases or steps (three or more)
  • large steps or physical obstructions
  • narrow corridors or tight turns
  • large radiators or fixed obstacles restricting access
  • parking restrictions, or no suitable space for a Luton van to stop
• Any of these may affect our ability to deliver safely and efficiently. You are responsible for making sure there is suitable access to your property and for giving us accurate information. We can’t accept responsibility for failed or delayed deliveries where access issues weren’t disclosed in advance.
• If the intended delivery location can’t be reached, we’ll try to deliver to the nearest safe and accessible point, such as a garage, conservatory or other suitable place.

12Damaged or incorrect items, and our glass product policy

• Please inspect your appliance on delivery wherever possible. If that isn’t practical, we recommend unpacking and checking it within 24 hours of receipt.
• Please report any damage, breakage or discrepancy to us within 48 hours of delivery where you can, so we can raise it promptly with the carrier or manufacturer. This is a request that helps us put things right quickly; reporting later doesn’t affect your rights under the Consumer Rights Act 2015.
• If damage is visible on delivery, you should refuse the item and clearly note the reason on the delivery paperwork.
• If you find damage after delivery, please contact us straight away and don’t install or use the product: we may need to inspect or photograph it first, and a damaged appliance that has been installed is harder to replace quickly.
• If a damaged appliance has already been installed, please still tell us. Your rights aren’t lost, but we may need to inspect it before we agree how to put things right. For problems that appear after installation, see section 19 (Faulty goods).

Glass products

• Appliances with glass parts, including but not limited to glass induction hobs, ceramic cooktops and extractor hoods, are carefully inspected before dispatch. Where we deliver with our own vehicles and drivers, glass products may be opened on delivery for inspection and then resealed, to confirm they have arrived free from breakage or damage.
• Please let our driver complete this inspection at the time of delivery, and report any damage there and then so it’s recorded on the paperwork.
• Where glass damage is reported later, or an inspection was declined, it becomes harder to show that the damage happened before delivery, and that may affect what we can recover from the carrier. Your statutory rights for goods that were damaged when delivered are not affected.
• Glass products delivered by a third party: where a manufacturer or third-party courier delivers (any delivery service we don’t operate), it is the recipient’s responsibility to insist on inspecting any glass products on delivery, before signing. This includes, but isn’t limited to, glass hob cooktops, extractor canopies and appliances with glass parts.
• Any visible damage must be reported and recorded with the delivery driver at the time of delivery. Doing this makes any claim for damaged glass much easier to settle.

13Delivery limitations

• Occasionally, things outside our control may stop us delivering within the agreed timeframe. These include, but aren’t limited to:
  • traffic incidents, congestion or road closures
  • severe weather, such as flooding, snow or high winds
  • vehicle breakdowns or staff absence
• If this happens, we’ll contact you as soon as possible with an update. We’ll make reasonable efforts to resolve the problem and offer other arrangements, but we can’t be held liable for any related costs, including tradespeople, food deliveries or other arrangements made in expectation of the delivery.
• If a delivery slot can’t be met, we’ll offer the next available delivery date. Deliveries may also be postponed where needed to comply with driver hours regulations and the Working Time Directive.
• For more information, please contact us before you buy, or read our Delivery Information and Refund and Returns Policy.

14Disconnection, installation and reconnection

• Reconnection is only offered as part of an installation service. It isn’t available on its own. Installation and reconnection services apply to freestanding appliances and built-in ovens only. We don’t install extractors, vented hobs, or integrated laundry appliances such as washing machines, tumble dryers or dishwashers.
• Where you choose an installation service, disconnecting your existing appliance is included. This may include disconnecting hard-wired appliances, as long as no changes to existing wiring, pipework, cabinetry or flooring are needed.
• All installations are carried out on a like-for-like basis only. This means the new appliance must be compatible with the services already in place. For example, when replacing a built-in oven, the new appliance must suit the existing electrical supply: if the old appliance was connected to a 32-amp supply, the new one must also be compatible with a 32-amp supply.
• We don’t carry out:
  • installation where the existing drainage isn’t suitable for connection
  • changes to gas or water pipework
  • changes to electrical wiring
  • cabinet, floor or structural changes, including carpentry
  • installation where suitable isolation for water or electricity isn’t already in place
• Our Installation & Recycling page explains what suitable connections and access mean for each service. If we attend and can’t install because the connections or access don’t meet those requirements, we may keep a reasonable amount of the installation charge to cover the visit, and refund the rest. If an installation can’t go ahead for a reason that’s ours, we refund the installation charge in full.

15Recycling

• Where you’ve chosen a recycling-only service, these conditions must be met:
  • fridges and freezers must be fully defrosted, with all food removed
  • washing machines, tumble dryers and dishwashers must be fully emptied
  • all appliances must be disconnected from power and water supplies
  • appliances must be ready for collection at the agreed time
• Once an appliance has been collected for recycling, it can’t be returned under any circumstances.

16Advisory notes

• Before you buy, please check the dimensions of your new appliance to make sure there is enough ventilation and clearance between the appliance and nearby furniture. If you’re unsure, please check the manufacturer’s installation requirements or contact us before you buy.
• All appliance installations need a suitable means of isolation for the electrical and/or water connections. Some new appliances have different installation requirements from the ones they replace. Where a built-in or built-under oven is being installed, the housing must be able to support the appliance safely. If any part of the installation is unsuitable, we won’t be able to go ahead with it.
• Our Installation & Recycling page explains what suitable connections and access mean for each service. If we attend and can’t install because the connections or access don’t meet those requirements, we may keep a reasonable amount of the installation charge to cover the visit, and refund the rest. If an installation can’t go ahead for a reason that’s ours, we refund the installation charge in full. If you’re unsure whether your installation is suitable, please contact us beforehand so we can talk it through.

17Cancellation and returns (consumer orders)

• Please read these terms together with our full Refund and Returns Policy.
• Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of delivery.
• You may handle the goods as you would in a shop to establish what they are and how they work. If they come back installed, used or handled beyond that, or with parts or packaging missing, we may deduct an amount from the refund to reflect the reduction in their value.
• Once you’ve told us you want to cancel, you must send the goods back to us, or hand them to our collection, within 14 days of the day you told us. Unless the goods are faulty or damaged, this is at your own cost and risk.
• We refund you within 14 days of receiving the goods back or, if sooner, of you showing us proof that you’ve sent them. The refund covers the price of the goods and the standard delivery charge you paid. If you chose a premium delivery option, we refund the cost of standard delivery. Refunds are made to the payment method you used, unless you expressly agree otherwise.
• We may be able to arrange a collection on your behalf, for a collection fee. Collection is free if the goods are faulty or damaged. Or you can return the item yourself, at your own cost and risk. All items remain your responsibility until we receive them.
• Goods made to your measurements or personalised for you are excluded from the right to cancel once we have started making them (see section 4).
• To cancel an order, please call us on 01622 541312 or email sales@kdhelectrical.co.uk within 14 days of delivery of the item. There may be a charge for collection (free if the goods are faulty or damaged), or you can return the item to us.

18Cancellation and returns (business and trade orders)

• The statutory 14-day cancellation rights under the Consumer Contracts Regulations apply only to consumer purchases. They don’t apply to business or trade orders.
• For business or trade (B2B) customers, any cancellation or return request needs our approval and, if accepted, may carry a restocking fee. Please contact us to discuss any return request before taking further action.

19Faulty goods

• You have statutory rights under the Consumer Rights Act 2015 for faulty or misdescribed goods. Nothing in these terms limits or affects those rights.
• If goods are faulty, you can reject them for a full refund within 30 days of delivery; after that you’re entitled to a repair or replacement and, if that fails, to a price reduction or a refund. These rights are against us, as the retailer, and last for six years in England and Wales (five years in Scotland). The manufacturer’s warranty is in addition to them.
• All appliances come with a manufacturer’s warranty of at least 12 months, which usually covers parts and labour. Some manufacturers offer extended warranties of 2, 5 or 10 years. Please see your product documentation or warranty information for full details.
• Extended warranty offers, cashback promotions and registration incentives are run directly by the manufacturer. You are responsible for registering with the manufacturer within the stated time to qualify.
• If your product develops a fault, contact us or the manufacturer, whichever you prefer. We’ll help you arrange a repair under the manufacturer’s warranty, and we’ll pass your order and model details to the manufacturer when you ask us to.
• Faults caused by misuse, neglect, incorrect installation, or not carrying out routine maintenance (for example, blocked filters) aren’t covered by the manufacturer’s warranty.
• We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that wasn’t foreseeable when the contract was made. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for damage caused by a defective product under the Consumer Protection Act 1987, or for breach of your rights under the Consumer Rights Act 2015.

20Things beyond our control

We won’t be liable or responsible for any failure to perform our obligations under these terms caused by events outside our reasonable control. These include:

• fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or bad weather
• being unable to use railways, shipping, aircraft, motor transport or other public or private transport
• being unable to use public or private telecommunications networks
• strikes, lock-outs or other industrial action
• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not) or threat of or preparation for war

21Our liability to you

• We aim to give great customer service every time. Occasionally things do go wrong, and we take pride in how we put them right.
• We won’t be liable for any delay or failure to perform our obligations caused by events beyond our reasonable control. These include, but aren’t limited to:
  • severe weather, natural disasters, accidents or transport disruption
  • strikes, lockouts, industrial action or civil unrest
  • manufacturer delays, supply chain disruption, or courier failures outside our control
  • road closures, limits on driver availability, or changes in government regulations
• For this reason, we strongly advise that you don’t book tradespeople, installers or related work until your goods have been delivered in full and checked. We can’t accept liability for costs or losses arising from delivery delays, missed or rearranged appointments, or related arrangements where the cause is outside our reasonable control.
• Our products are supplied for domestic and trade use only. We won’t be liable for any loss of profit, business interruption, loss of opportunity, or any indirect or consequential losses arising from any order, delay or failure to deliver.
• If you need help with any part of our service, please email sales@kdhelectrical.co.uk or call 01622 541312.
• We may use your contact details to send you news and offers about our own products and services, where you’ve bought from us or signed up and haven’t opted out. Every marketing email has an unsubscribe link. We will only send you offers from other companies if you have told us you want them. Please see our Privacy Policy for more details.
• Telephone calls may be recorded for training and monitoring purposes only.

22Complaints

We aim to resolve complaints quickly and fairly.

• Email: sales@kdhelectrical.co.uk
• Tel: 01622 541312
• Write to us at the address below.

We acknowledge complaints within 48 hours and keep you updated on progress. If we can’t resolve your complaint, we’ll tell you in writing and say whether we’re prepared to use an alternative dispute resolution (ADR) provider and, if so, which one. You can also get advice from Citizens Advice (0808 223 1133) or your local Trading Standards service.

23Privacy

We may send you updates and offers about our own products where the law allows. You can opt out at any time using the unsubscribe link or by contacting us. Please read our Privacy Policy in full.

24Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the benefit of any mandatory consumer protection rules of the country you live in.