Returns and Cancellations

Please note - the terms relating to cancellations, returns and refunds in this section do not apply to our kitchen, bathroom and bedroom design and installation service. Please see Design - Terms & Conditions

Unwanted products

We want you to be happy with your purchase. If you are not, just return the product to one of our stores, and we will exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

We are able to arrange a collection if requested.
Please note - there is a non-refundable standard charge of £20 for this service

Terms and conditions

• It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We would expect this to mean that you have kept all original packaging and labels, and that it is undamaged and unused.
• If you return your item to one of our stores and you would like a refund you must bring with you the original debit, credit or charge card that you used to make the purchase and if possible your receipt or delivery note. • You cannot return unwanted items that have been used
• Items that were supplied free or at a promotional price with the unwanted item must be returned, failure to do so will result in a deduction from your refund to their full retail value
• We are unable to accept back unwanted gifts or non-faulty items if more than 14 days from receipt of goods have passed

We are happy for you to unbox and inspect your purchase properly, however, if you have used or installed it, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item. Your refund will be made within 14 days of us receiving back the item.

Products we are unable to cancel, refund or exchange

We can not offer refunds or exchanges, unless faulty or not as described, on the following items:
• made to measure products such as splashbacks
• products which have been personalised for you, such as image enhanced splashbacks or engraved solid surfaces

Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange. We are unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We will make this clear when you place your order.

Items delivered direct from the Manufacturer cannot be returned to one of our stores.

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

• You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
• Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned
• If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
• You can cancel by email: customerservice@blaines.co.uk
• If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)
• We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied

Faulty products

Purchase in store and on-line

We do understand that occasionally you may experience a problem or have a defective product, and we are here to help. The first steps will be to see if we can resolve the situation. To do this you simply call one of our stores who will be happy to sort out any issues you have with your product. If the product is under 28 days old and one of our team members is not able to resolve the issue, they can arrange to have the product returned and a full refund, including delivery charges, issued. Unfortunately, if any accessories such as leads, remote controls, hoses or shelves etc are missing, you will be charged the cost of their replacement (see Missing Accessories info below for cost).

If the fault occurs within 30 days of purchase (or delivery or installation) we will always offer you either a repair, exchange or refund. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service.
In all cases we reserve the right to inspect the product and verify the fault.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Items delivered direct from the Manufacturer cannot be returned to one of our stores.

Damaged products

Purchased in store

If you unpack your product and find it damaged, you can return the product to one of our stores within 48 hours of delivery.

If you cannot make it back to store or in the case of large items such as white goods, please call the originating store to arrange collection

Purchased on-line

If you receive a damaged product, please email our Customer Service Team within 48 hours of delivery. We will arrange an exchange or refund as soon as possible.

Collection/exchange of the damaged item is free.

Missing Accessories

Please find below the list of current prices for any missing accessories, together with the Product(s) returns. The prices shown below are per each missing item. Blaines reserve the right to change these prices in the future. All Product(s) are checked on return to the warehouse. In the event of the Product(s) being used, or accessories being missing and identified at the point of collection, a full refund will not be processed. In some cases the cost of the replacement item may exceed those shown below and we reserve the right to charge accordingly.

Consumer electronics Major domestic appliances 
Remote control £70 Washing machines & Dishwasher hoses £20
Cables £20 Fridge/Freezer/Fridge freezer, internal accessories £25
Active 3D glasses £70 Cookers & Hobs internal accessories £25
Passive 3D glasses (2 pairs) £20 Cookers & Hobs external accessories £25
User Manual £10 User Manual £10


customerservice@blaines.co.uk

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