Return & Refund Policy

Consumer Rights · SHVDE

Last updated: 4 September 2026

1. Your Legal Rights

You have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. This policy explains how we meet those obligations and how you can exercise your rights when purchasing fridges, ovens, dishwashers, or dryers from SHVDE.

2. 14-Day Cooling-Off Period (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. The cancellation period runs from the day after you receive the goods.

To exercise your right of cancellation, you must inform us of your decision by a clear statement. You may use the model cancellation form provided below or contact us directly.

Return shipping cost: You are responsible for the direct cost of returning the goods (CCR 2013, Regulation 35(5)), unless the item was faulty, damaged, or incorrectly supplied.

3. 30-Day Right to Reject (Faulty Goods)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your appliance is faulty or does not meet these standards, you have a short-term right to reject within 30 days of delivery for a full refund (Sections 20–22 CRA 2015).

Return shipping cost: We cover all return costs for faulty, damaged, or incorrectly supplied items.

4. How to Initiate a Return

Please contact us before returning any item. Provide your order number and a brief description of the reason for return (change of mind, faulty item, damage, incorrect product).

We will confirm your return authorisation and provide return instructions, including the return address and any applicable reference number.

5. Acceptable Reasons for Returns

• Change of mind (14-day cooling-off period applies; you pay return shipping)
• Manufacturing defects or faults (30-day right to reject; we pay return shipping)
• Shipping damage (report within 48 hours of delivery; we pay return shipping)
• Incorrect items shipped (we pay return shipping)

6. Non-Returnable Items

Items that have been installed, used, or modified cannot be accepted for return under the 14-day cooling-off period. Goods that are unsealed for hygiene or safety reasons (e.g., appliances with broken factory seals) may also be excluded from the cooling-off right.

Faulty or defective items remain eligible for return regardless of use, as your rights under the Consumer Rights Act 2015 are unaffected.

7. Return Packaging and Shipping

All items must be securely packaged in their original packaging where possible. Use a tracked and insured shipping method to protect against loss or damage in transit.

For large appliances, please contact us to arrange collection or specialist courier services.

8. Inspection and Processing

We inspect all returned items within 3–5 business days of receipt to verify the condition and reason for return.

9. Refund Processing

Refunds are issued within 14 days of receiving the returned goods or receiving proof that you have sent the goods back (whichever is earliest), in accordance with CCR 2013, Regulation 34(5).

Refunds are made to the original payment method used at checkout. We do not charge any fees for processing refunds on faulty or defective items.

10. Restocking Fees

No restocking fees apply to faulty, damaged, or incorrectly supplied items.

For change-of-mind returns accepted at our discretion outside the 14-day cooling-off period, a restocking fee of up to 15% may apply.

11. Exchanges and Replacements

If your appliance is faulty, you may choose a replacement or repair instead of a refund (CRA 2015, Sections 23–24). We will arrange this at no additional cost to you.

12. Warranty and Manufacturer Support

All appliances are covered by manufacturer warranties. We work directly with manufacturers to ensure the best outcome for you, whether through repair, replacement, or refund.

13. Damage in Transit

Please inspect your delivery immediately upon receipt. If the packaging is damaged or the appliance shows visible signs of damage, note this on the delivery receipt and contact us within 48 hours.

14. Your Responsibilities

You must take reasonable care of the goods whilst they are in your possession. For change-of-mind returns, any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from your refund.

15. Model Cancellation Form

You may use this form to cancel your order within the 14-day cooling-off period:

16. Contact Information