Frequently Asked Questions
Our team is always here to assist.
Here are the most frequently asked questions from our customers. From placing an order, to delivery & installation to registering warranties. We can certainly help. If your question is not here, please feel free to contact us on 01934 522490 or use our contact form below.
Common purchase queries answered
Pre-Sales & Ordering
Everyday we are adding new products across a range of brands. This may mean that we are yet to add a specific product. If there is a preferred appliance, brand and model you would like, please contact us and we will check to see if we can order in & process the order offline.
A ‘Special Order’ appliance is an appliance we do not normally keep in stock however we can certainly order in for our customers. Please note, special order appliance deliveries/installations may take longer than the average 3-5 working day lead times.
If you have purchased from us following a call out or over the phone, we advise you if an item is in stock or if it is out of stock, the delivery lead time. We then schedule with you a preferred delivery/installation date and preferred time slot (Confirmation of delivery/install to be advised during working hours. Mon-Fri 8AM-5PM)
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If you have purchased a gas appliance from us with the add-on for us to install and remove the old appliance, you will need to ensure that the Hot Zone i.e. the area between the hob or cooker and above it, must be clear of any inflammable materials. These include wallpaper, wood panels etc.
Yes, as long as you notify us atleast 48 hours prior to your original delivery/installation date.
Yes, however you must notify us at least 48 hours before your original delivery/installation date.
No. We are proud to offer our customers free delivery on all large appliances.
Please note, there is an additional charge for installation services and removal of old appliance(s).
Next stop, delivery to you
Delivery & Installation
We deliver to our local area of North Somerset and surrounding towns and villages. We also delivery to some Somerset towns and areas Near Bristol.
Postcodes include, BS8-9, BS11, BS20-BS29, BS40-BS49, TA8-TA9.
If you do not see your postcode and would like to know if we deliver to you, please feel free to give us a call.
On each product, we also allow you to type in your postcode to see if we deliver to you or not. You’ll find the delivery checker under the main image.
If you have purchased the installation & removal package, yes our engineers disconnect your old appliance and safely dispose it.
No. Any masonry or carpentry works needs to be arranged by you and completed prior to installation by our engineers.
Yes, the refitting of integrated appliance door fronts is included when the installation package has been chosen.
Yes. Our engineers bring along the necessary connecting cables and hoses but only if the installation & removal package has been chosen/paid for during the ordering process.
Yes. We distribute delivery notes with every appliance sold. One is for you, signed by our engineer(s) and one is for us, signed by yourself. We expect an occupant to be at the delivery address so the appliance(s) can be signed for. We will require an occupant to be at the delivery address so the appliance can be signed for.
Please note, if there is no occupant at the delivery address and there is a failed delivery, you may be charged for the failed delivery.
What to do after delivery & installation
Warranty & Aftercare
All the appliances we supply are new and will come with a minimum 1 year manufacturer warranty. Manufacturers warranty can range from 1-5 years dependant on manufacturer. The warranty period will be explained to you at the time of purchase and again at delivery/installation.
A majority of the appliances we sell are designed for a domestic environment, not a commercial one. This does not affect your statutory rights. Please contact us if you have any questions.
When delivering & installing all appliances, we give you the machines instruction book which features the manufacturers contact number or email to register your warranty. All you need is your personal details and the serial number of the appliance.
Any issues relating to mechanical, electrical and even accidental damage is covered in your Retracare extended warranty. Extended warranties can be added on most appliances in which the option will be given on the particular product page.
All warranty repairs are performed by the manufacturer or one of its appointed agents according to their term and conditions. We are now a Montpellier approved repair agent.
No. Whilst we cannot arrange the appointment for you, we can advise you on contact details of the manufacturer or things to check before booking a service call.
Yes. If you have purchased online, you will recieve a receipt and order note with the amount paid. Upon delivery/installation, an invoice will be presented to you.
Get in touch with us
If you have a question, feel free to leave us a message using our contact us form. We aim to respond within 2 hours. If you message us outside of working hours, we will get back to you on the next working day.