Our Transparent Policies
We treat you exactly how we would expect to be treated
Because we are an independent retailer we want to make sure every visit at GKS Electrics is as clear and simple as possible. That’s why we’ve developed a clear store policy outlining everything you need to know about how we operate. Please read on to find out how we provide the best customer experience for our loyal shoppers. If you have any more questions, get in touch and we’ll be happy to help.
Shipping & Delivery Policy
What You Need to Know
All our appliances come direct from the manufacturer, once the order is placed we receive the delivery (typically within 2-4 working days) to our base, we will then deliver to your address on the date arranged with a maximum 4 hour time slot. We will not deliver if no one is available to accept the delivery. If a delivery is made as arranged and no one is in, we will take the appliance back to base and arrange a new delivery date but this will incur a new delivery cost. We do not allow you to come collect your order from our base! If we are not installing, the item(s) must be delivered to the correct place (to prevent accidental damage once we have left), we will not leave any goods with a neighbour, outside or any type of garage/outhouse unless the purchaser is present and consent us to. We will not deliver your item(s) if it is delivered to us damaged or the wrong item and we will contact you immediately to find a resolution you are happy with. We accept full responsibility of the goods from our delivery right up to installation. We will only deliver to our working/service area so if false information was provided we have the right to cancel the order and refund any payment made.
All warranties are with the manufacturer of the appliance purchased. All new appliances come with the correct documentation to register your appliance which must be done to qualify for the warranty (usually within 30 days of purchase). The length of the warranty depends on the manufacturer with a minimum of 12 months from registration. All appliances must be installed correctly by a competent person otherwise warranty may be invalid, also these warranties only cover domestic use, if the appliance is being used in commercial properties, miss-used, damaged or altered the warranty may be invalid.
Installation/Disconnection & Removal
A few things to consider
The responsibility is with you to ensure any new appliance is the correct size and will fit into its new place. It is worth noting dimensions of the new appliance is the size of the main structure, this doesn't include any protruding parts such as door handles.If ordering large appliances like Range Cookers or American style Fridge Freezers we will call you to ensure there are no problems when delivering such as stairs or limited access.We offer an installation service for most of the products we sell, but we won't be able to connect your new items if:
Any electrical supplies needed fail testing, are unsuitable or not available
Any plumbing/drainage/waste facilities needed are unusable or not available.
Built in washing machines have hinge points in specific locations depending on manufacturer, if these are different to your existing cupboard door we can install the machine but unfortunately will not be able to fit the kitchen cupboard door.
There has been cases when trying to remove integrated appliances that stand on the floor have been built in too tightly or flooring trapping in the appliance. If this would be the case in your situation we would try our very best to remove old without damage but if unsuccessful the installation cannot proceed.
We are able to install your new cookers, range cookers, hobs and ovens. We will install all hobs based on the current hole in the worktop not being any larger than the size of your new hob. If required, we can make this hole bigger to install the new hob but we can only cut into worktops that are made of wood. This means surfaces such as granite, composite or metal will have to be the right size for installation before we get there.
For electric cookers and hobs, we need to be able to access an isolation switch and electricity supply at the connection point.
There are some induction hobs we can't connect due to the type of wiring required and we'll only be able to know for sure when we arrive. If this happens, you'll need to call out an electrician to complete your installation.
If we are connecting a built-in or built under oven, we'll also assess the housing before installation to make sure it's safe for use and can hold the weight of the appliance. You need to make sure you've got an adequate gap between your cooker or hob and anything above it. The dimensions of this space, known as the "Hot Zone", need to comply with the manufacturer requirements and Gas Safe legislation. It also needs to be completely clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive and the Hot Zone isn't clear, we won't be able to complete your installation.
We will disconnect and remove your old appliance when we arrive and recycle any old appliance.
You need to check the dimensions of your new appliance and make sure there'll be enough room around the back and side for ventilation once we've installed it. You need to make sure you've got an adequate gap between your cooker or hob and anything above it.
There needs to be an existing gas supply to the installation point. The room that we're connecting into needs to have a door or window to the outside of the property to allow for adequate ventilation and we also need access to a 3 pin electric socket within 1.2 metres of the installation area
Refunds and Returns Policy
The Consumer Rights Act 2015
The Consumer Rights Act 2015 became law on 1 October 2015, replacing three major pieces of consumer legislation - the Sale of Goods Act, Unfair Terms in Consumer Contracts Regulations, and the Supply of Goods and Services Act. It was introduced to simplify, strengthen and modernise the law, giving you clearer shopping rights.
As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.
The rules also include digital content in this definition. So all products - whether physical or digital - must meet the following standards:
Satisfactory quality Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods.
Fit for purpose The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
As described The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.
If what you’ve bought doesn’t satisfy any one of the three criteria outlined above, you have a claim under the Consumer Rights Act.
If you want to make a claim under the Consumer Rights Act, you have several possible ways of resolving your issue, depending on the circumstances and on how you want the retailer to remedy the situation.
Your rights under the Consumer Rights Act are against the retailer – the company that sold you the product – not the manufacturer, so you must take any claim to the retailer.
What you can claim depends on how much time has passed since you physically took ownership of the goods.
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly.
This right is limited to 30 days from the date you take ownership of your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault.
Should the unfortunate happen and the appliance develops a fault any time within the manufacturer warranty we do welcome calls to our office to advise you on the best solution but we would advise you try the manufacturer's customer service first. Although we sell their appliances we do not accept responsibility for any call out charges they make (usually if they are called out and the fault is with the user or the house there will be a charge) so we advise you do all the checks you possibly can. For example blocked drains, mains water supply, fuse boxes, plugs and sockets...
Returns made easy
If you’re not 100% happy with your new product, we’ll give you a full refund if it’s unused & within 28 days of delivery. Your refund will be issued back to your original payment method. If the product has been used or installed, you’ll be entitled to a partial refund. We’re happy for you to unpack the item (carefully) and inspect it properly. If you are returning an item its original packaging is essential to be in the same quality as delivered, But if the item has been used or installed or packaging destroyed we can only offer you a partial refund that covers the loss in value of the product. This could be up to 50% of the total cost of the item.
If you have any further questions/concerns please give our office a call