Terms & Conditions
Online and Telephone Ordering Cancellations, Returns, and Refunds Policy
Changes to your Order
We are sorry that it is not possible to make changes to your order through gillmans.co.uk.
If you would like to add an item to your order, please place a new order for the item.
If you wish to change an item please call our customer service team on 01452 528776 Option 1 Sales.
To cancel your order completely, please e-mail: firstname.lastname@example.org or call our customer service team on 01452 528776 option 1 Sales.
If your order has already been dispatched then you will need to follow our returns procedure.
Consumer Contract Regulations 2013
This legislation offers certain cancellation rights when purchasing by telephone or online.
You are entitled to cancel your contract if you wish, providing that this is within 14 days after the day on which you receive your goods.
If you wish to cancel your contract you are obliged to keep possession and take reasonable care of those goods, until those goods have been returned to us.
To cancel your contact, you must inform us with a clear statement containing the details of your name, address, and order number, and, where available, your telephone number and e-mail address.
You can cancel by E-mail: email@example.com or call 01452 528776, option 1 sales.
If you wish to cancel, you should return the goods to us within 14 days of your cancellation (at your expense) and we will reimburse you for those goods by the method used to pay for the original transaction. We will reimburse the amount in relation to the goods, to which the cancellation rights apply.
We may make a deduction from the reimbursement for any loss in value for the goods supplied, if the loss is the result of any unnecessary handling by you. This reimbursement will take place no later than 14 days after we receive the supplied goods.
If you arrange to have an item delivered, and then fail to be there to sign for the product during the required period, a re-delivery fee of £15 will apply. This must be paid in full before the delivery takes place.
Large Appliances Delivered By Our Logistics Team
If you fail to be available at the property when our logistics team
arrive to deliver your item, a charge of £20 will be applied which must
be paid before we attempt to re-deliver.
If our delivery driver arrives and deems that safe access is not possible and therefore a second man is required, there is a £29.99 2 man delivery fee and a £20 re-delivery charge. These must be paid in full before re-delivery.
If you request for your item to be installed and this cannot be competed due to no fault or ours, then a 50% cancellation fee will apply to your installation charge.
Small Appliances Delivered By Courier
Our courier company will make every attempt to deliver your appliance. You will receive an e-mail from them identifing the receipt of your item into their delivery network and on the day you will receive a text message estimating a time of delivery. If you are not available, the courier will return the item to the local depot where it is held for several days. After this point, it is returned to us. Once returned to us, if re-delivery is required you will be charged £10 for re-delivery.
Damaged Orders or Missing Items
In the unlikely event that when your product arrives it is damaged, or any items are missing from your order please e-mail: firstname.lastname@example.org (please use the link for sales on the Contact Us page) or call 01452 528776, option 1 sales.
Please report any damage or missing items to us within 48 hours of receipt of the goods. Please have the details of the damage or the missing items and we will seek to rectify the situation as quickly as possible. For damaged items, we will also require the serial number.
When we deliver, our logistics team will unpack your item on the delivery van unless instructed not to do so. This means you have a chance to inspect the product and agree that it is in good order. If you instruct us not to unpack the item, we will not be held liable for any damage or missing items found outside of 48 hours.
Once a product has been dispatched, if you choose to cancel your order we will not be held liable for the cost of the return carriage. The goods should be returned in full, complete with packaging and any promotional gifts or items associated with the goods.
You can return your goods to our store, our address is: Gillman’s, Mercia Road, St Oswalds Road, Gloucester, GL1 2SG. Or, on occasion, we can arrange to collect your goods for a small carriage charge. For small appliances this charge will be £15. For large appliances we estimate this charge to be £30.
Returns should be completed within 14 days from notification of your wish to cancel.
We want you to be happy with your new purchase. If this is not the case please inform us. We will process your refund within 14 days of receipt of any goods returned to us, or within 14 days of notification of your wish to cancel an order before dispatch occurs
We will refund the price you have paid for the goods. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in a shop.
We will refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
We will refund you the price you have paid for any installation services providing they have not been performed. If however you have expressly requested us to commence any installation services before the end of 14 days, you acknowledge that the right to cancel such installation services shall be lost once installation has been fully performed. You shall not be entitled to a refund of the price of the installation services where the right to cancel has been lost.
We will notify you by telephone or e-mail when your refund has been processed, or where neither options are available, in writing.
For large appliances, you can cancel your order for free up to the point of your item being loaded onto the delivery vehicle. This is usually in the morning on the day of delivery. If you choose to cancel your order after this point a cancellation fee of £60 applies for any large appliance delivered by our logistics team.
For small appliances delivered by our appointed courier, you can cancel your order for free up to the point of the item being dispatched. Once dispatched a cancellation fee of £10 applies.
Products we are Unable to Cancel, Refund or Exchange
Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed.
This does not affect your statutory rights.
Before You Purchase
Before you buy a large electrical appliance: Please check the dimensions of the delivery address for access, (including doors, corridors, stairs and corners) as well as the proposed location, to confirm that the product is the right size for your needs. This is so that we can deliver your order safely and successfully
All measurements are taken from manufacturer specifications. Gillman's will not be held liable for variations due to incorrect specification.
For returns of items purchased in the showroom please refer to our Gillman's Notice to Customers and Cancellation Policy, as displayed within the store.
Prices can be changed without prior notice. Price errors may not be honoured.
Gillman's is the trading name of John Gillman & Sons (Electrical) Ltd.
Registered Head Office for John Gillman & Sons (Electrical) Ltd.
Mercia Road, St. Oswalds, Gloucester. GL1 2SG
Registered in the UK number 1670406.
VAT registration Number 135592405.