Terms and Conditions

The following Terms and Conditions apply to all transactions with cattermoleelectrical.co.uk. Using this site, indicates your acceptance and agreement of these Terms and Conditions. Placing an order indicates your acceptance and the Terms listed are subject to change at any time. Any changes will take effect on the date they are posted onto the site (see footer date). This is a legally binding contract between us. Please read them carefully.

1. General

1.1. These Terms and Conditions apply to all transactions between you and us. They do not affect your statutory rights. Please read them carefully.

1.2. We may change these Terms and Conditions at any time due to changes in legislation beyond our control. Any changes will take effect on the date they are posted on our website (cattermoleelectrical.co.uk).

1.3. These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept any amendments to these Terms and Conditions.

1.4. Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these Terms and Conditions.

1.5. Reference is made to our Customer Support Centre help line which can be contacted on +44 1332 346 550.

1.6. No liability will be accepted by Cattermole Electrical for any failure or delay in performance which is wholly or partially attributable to, Act of God, War, Fire, Explosion, Riot, Civil Commotion, Terrorism, Strikes, Lockouts, Restriction by Government or other competent authority. Failure in supplies or to any cause whatsoever beyond our control.

2. Customer Sales

2.1. We will treat each order for goods as an offer by you to purchase the goods subject to these Terms and Conditions.

2.2. To order goods over the telephone or on our website, you must be at least 18 years of age and accept delivery within the UK (or other country by special arrangement). All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail, so it is important you notify us of your correct e-mail address. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person, by telephone or e-mail).

2.3. When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against any fraudulent transactions.

2.4. We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.

2.5. The total cost of your order will be the price of the products, any additional services you choose (e.g. installation), plus any applicable delivery charge, plus vat at the applicable rate.

2.6. The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is incorrect whether or not the order has been acknowledged (E&OE). We will inform you of the correct price and give you the opportunity to cancel your order. All prices (at the checkout) will show the appropriate VAT, delivery charges plus vat (will be shown in shipping) which will be payable as indicated at the time the order is placed.

2.7. From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website. Telephone orders for items that can be purchased on our website, will incur a 10% surcharge on the goods due to the additional administration work involved.

2.8. Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative.

2.9. The after sale price refers to the price of any available like-for-like products after our sale event ends.

2.10. All product specifications, images, descriptions and other information communicated by us, whether displayed on our computer systems and/or website or communicated over the telephone, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible. However, just occasionally we make or discover an error in the price or description of a product; as such we cannot guarantee the reliability or accuracy of the information communicated. If we discover such an error on a product, which you have ordered, we will inform you as soon as possible and ask whether you wish to continue with your order or to cancel it. It is important that you ensure the goods you order would be suitable for the purpose in which you intend to fit and/or use them. Advice is given in good faith solely on the information you supply us with, and as such Cattermole Electrical cannot accept any liability for your errors, omissions, use, misuse or abuse thereof, or any act done or omitted to be done in connection with the same.

2.11. Full product details are available from the manufacturer’s brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer.

2.12. We accept most major credit and debit cards Visa, MasterCard, Switch, Solo, Electron, Delta. You may also pay by cheque, postal order, bank transfer, although we cannot despatch the goods until payment has been cleared which for cheques and postal orders can take at least 14 days.

2.13. You must provide us with your exact billing address and contact telephone number when placing your order; this is the address and telephone number which your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received.

2.14. All goods remain the property of Cattermole Electrical until full payment has been received from the relevant finance house, you will own the goods once you have paid for and received them.

2.15. All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. Cattermole Electrical also reserves the right to withdraw its service at any time and to refuse the service to any customer.

2.16. Orders for our non-stock items will only be accepted on the understanding that, they are not cancellable or returnable, and full payment will be taken at time of order. (Unless they are discovered to be faulty manufacture, or damaged on receipt if carriers have been notified of this within a reasonable time scale).

3. Delivery

3.1. Delivery is charged only once per order, so ordering multiple items will save you on delivery costs. All prices are exclusive of packing and delivery charges. An admin charge is made for the packing and delivery of goods (plus vat) and we will endeavour to keep the charge as low as possible.

3.2. All quoted delivery prices are for most UK Mainland addresses. Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) will incur additional charges and may also experience delivery delays; morning and Saturday deliveries are optional and will also incur additional charges. These can be obtained upon application by calling our Customer Support Centre (0044 1332 346550). (Delivery to other countries by our agreement, please contact us).

3.3. We will only deliver goods to the address on the order. Any change of delivery address after a failed delivery will incur a re-direct admin charge.

3.4. Delivery times are calculated in working dates, i.e. Monday to Friday inclusive but excluding bank holidays. If you order after the 2pm deadline, please calculate your delivery time as if your order had been placed the following working day (including if you are offered our next working day delivery, or timed delivery service).

3.5. We will endeavour to deliver the goods, normally within 3 working days for instock product lines and within 28 working days for special orders. Delivery will usually be made direct to your doorstep by a third party courier delivery vehicles between the hours of 8.00am and 5.30pm. However, delivery times may vary during busy periods and from time to time we may utilise the delivery service of the manufacturer/supplier or other services specially contracted for the delivery of your goods. PLEASE ENSURE SOMEONE IS THERE TO RECEIVE THE GOODS!

3.6. On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we, or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 28 working days for despatch of the goods. For delays of more than 28 working days, you will have the right to cancel the order in writing and we will refund any money paid by you for the goods.

3.7. If you were unable to accept delivery on the day the goods were delivered, please contact the delivery number on the card left asap. If you do not notify them within a 3 working day period after the first delivery, the goods will be returned to us, and a charge made which will be passed on to you. Should you require re-delivery or a re-direct delivery; we reserve the right to charge a second delivery fee.

3.8. It is important that you examine your goods as soon as reasonably practicable during and after delivery to check for any damage, missing items or parts. When the goods are delivered, you will be presented with a delivery note, which will require your signature. If there is any query regarding the delivery, please contact our Customer Support line on +44 1332 346 550. Any unreasonable delay in reporting a problem may mean we will not be able to resolve the issue to your satisfaction.

3.9. If a signature has been obtained, you are deemed the owner and are responsible for the goods and as such any loss or damage to the goods shall be at your own risk and expense thereafter, the same applies if you request the goods to be "left safe".

3.10. If goods returned are subsequently found to be perfect and in full working order, these will be returned to you and an administration fee of 30% of the price of the goods, testing charges, along with the cost of delivery (where applicable) plus vat will be charged to you.

3.11. If you find any damage or discover that parts are missing after delivery, you must contact our Customer Service Centre and the couriers as soon as reasonably practicable. We will not accept liability for any claims for goods, which are damaged, incorrect, shortage or with missing parts, which are not notified to us or the couriers within a reasonable time after the goods were delivered.

3.12. We strongly advise that you should not book fitters or installers to begin work until after the goods have been delivered and inspected by you. Cattermole Electrical is not liable for any installation charge you incur.

3.13. Our minimum carriage and administration charge is £5.70, (£4.70, plus 95p vat, postal delivery only, under 200g) that will fit in a normal UK standard letter box opening.  This is for 2nd class, 2-3 day, signed for delivery service.

4. Installation

4.1. All orders requiring our installation are subject to charges and availability. Please check prices and availability prior to delivery.

4.2. Disconnection is free of charge when we are connecting replacement goods of the same type, which have been purchased from Cattermole Electrical.

4.3. We cannot disconnect any gas cooking appliance, whether freestanding or built-in. We will connect any freestanding new washer, washer dryer, dishwasher or fridge freezer with an existing water connection and only to a working connection point within one metre of the products permanent position. We will not modify hoses, pipe work or cables or undertake any carpentry or plumbing. The Customer Support Centre must be notified of any leaks or claims for water damage as soon as reasonably practicable after the leak is discovered.

4.4. If you require removal of your old appliance you must make us aware of this at the point of placing an order. All removals are subject to charges to cover transportation costs, and a charge is made for the disposal of your old appliance fridges and freezers (a minimum disposal charge of £10 + VAT will be applied to all prices quoted).  If you wish to dispose of your appliance this charge will be removed upon request. All appliances, which are removed, will be disposed of in an environmentally friendly way and in full compliance with the WEEE directive. We will remove your old appliance on a one-for-one basis. Old appliances not available for removal at the time may be collected at a later date; however, this will incur a further charge.

4.5. Mains electricity can be fatal. For DIY repairs, ensure all circuits are isolated from supply before starting repair. A suitably competent and/or qualified person must install or fit any items requiring electrical work. The equipment must be isolated from live mains, and any work carried out must conform to the relevant electricity and safety regulations.

5. Collections

5.1. Where stated, orders placed in-store, on our website or via the telephone can be collected by agreement from our store, subject to stock availability.

5.2. You must provide a telephone number if you choose to collect your goods in-store. We may call you to ask whether and when you intend to collect the goods. If we are unable to contact you we may stop holding the goods available for you.

5.3. Once you have been notified that goods are ready for collection, they must be collected within 7 days from the date of notification. You will need to take the credit or debit card used to make payment along with an official form of identification, which verifies your name and address such as a bank statement, driving licence or utility bill. On arrival, please present your identification and reference number to the store manager or sales representatives. In the unlikely event that the goods are not available we will do everything we can to obtain the product or find you an acceptable alternative.

6. Cancellations and Returns (See 7.1)

6.1. If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 14 days from date of delivery to you, or the designated delivery address for credit, refund or replacement, provided that you return the goods as sold in a saleable condition, in their original packaging with all components and accessories within 14 days of you sending us the cancellation form. Goods must be complete, unused, and in "as saleable condition"; for example, if you have opened the box to examine the product it must have been done so without unduly damaging the box and packaging or damaging the product in anyway and must be repackaged as received. DO NOT WRITE ANYTHING ON THE BOX / S THE GOODS ARE IN.

6.2. You must notify us in writing of your intention to return the goods by filling in the cancellation form (See cancellation form here) and sending it to our Customer Support Centre within 14 days from the date of delivery to the designated delivery address or collection. The following procedure applies: (subject to condition 6.3 & 2.16)

  • (a) If the order was placed on-line or over the telephone but collected in-store, you will be diverted to a relevant department to arrange the return. If you would like us to collect the goods, we will be happy to do so, provided we are operating this service in your local area; we will charge you our normal collection rates for providing this service. Please contact our Customer Support Centre to arrange collection and to advise you of the cost of returning bulky items.
  • (b) In all other situations, the Customer Support Centre will advise you as to the best course of action in arranging the return. The Customer Support Centre will issue a Returns Authorisation Number to assist us in tracing your order, which should be quoted together with your order/invoice number on ALL paperwork when returning goods.
  • (c) Important! You must organise the return of the goods at your own expense and risk, suitably packaged, insured, by recorded delivery; goods should be received at our Returns Division asap, from the date of issue of the Returns Authorisation Number, (since any return delay may delay us from effectively processing your refund). The return address is: Cattermole Electrical, Returns Department, Homecare House, Noel Street, Derby, UK, DE22 3AX. Goods must be received by us within 14 days of you sending your cancellation form.

6.3. There may be an administration/handling fee of 30% of the price of the goods along with the cost of delivery (where applicable) charged to you if goods are incorrectly ordered by you. If we are not notified or goods not returned within the 14 day period, a refund may not be applicable. (Subject to conditions 6, 2.16 & 7)

7. Refunds

The following refund policy applies:

7.1. If the goods are returned and received by us in a saleable condition, undamaged, unfitted and unused, are a normal stock item, in the original box and packaging, including all accessories, with the required returns number, within 14 days of us receiving your cancellation form, you will be refunded the full invoice price less any return delivery and admin charges that may apply within 28 days of our receiving your notification. (Subject to conditions 6 & 2.16). For health and hygiene, electrical health and safety reasons, we are unable to offer a refund on fitted, used, electric or electronic items unless they are tested as faulty. (see 9.6). You will be charged for damaged or incomplete returned products.

8. Guarantees and Warranties

8.1. All goods supplied are covered by the terms and conditions of the manufacturer’s guarantee for a minimum period of 90 days. This guarantee specifically excludes faults caused by accident, neglect, incorrect fitting, misuse or normal wear and tear; in addition, routine maintenance (cleaning out of fluff, dust, blockages etc), consumables (plug fuses, cables, batteries, belts, dust bags) or cosmetic damage are not covered. If domestic goods are being used in a non-domestic (commercial) environment, e.g. a place of work, the manufacturers may not offer any guarantee whatsoever.

9. Faults

9.1. If you suspect that your goods have developed a fault, first check that the problem is not something like a blown fuse, a disconnected cable, faulty socket, or with another part of the equipment. Check the manufacturer’s manual, specifically the fault finding/troubleshooting section to see whether you can resolve the problem yourself. Also, locate the manufacturer’s helpline number and call to find out if the manufacturer have their own repair procedure.

9.2. If the fault remains unresolved, please contact our Customer Service Centre.

Please note:

  • (a) If a fault develops within 3 months of date of delivery, we will arrange a suitable remedy, which may be, a refund, partial refund, replacement or repair at our discretion.

9.3. To qualify for a refund, partial refund, or replacement the product must be:

  • (a) in a saleable condition, received by us within 14 days of receipt of the cancellation form and authorised returns number,
  • (b) complete with any accessories and free gifts that may have been offered with it, (they must also be in a saleable / reusable condition)
  • (c) complete, if possible, with the original box and packaging.

9.4. We have engineers who carry out initial inspections and on-site repairs, and we also have an extensive workshop at our Derby Service Centre where our highly trained engineers carry out further repairs and inspections.

9.5. If we are required to send an engineer to your home to inspect and repair a product, and that product is subsequently found to be in good working order, we will charge you for the costs we incur for the call-out (typically £65.00 plus vat). At the time of booking the call, we will ask you to guarantee the cost of the call-out before instructing the engineer by securing a credit or debit card deposit. We will only charge the abortive call-out fee to your debit or credit card if no fault is found. We recommend that you follow the above steps before reporting a fault to us, to avoid an abortive call-out fee.

9.6. Repairs are guaranteed for 3 months from the date of return to the customer. Where the damage is a result of customer misuse or accidental damage, e.g. spillage of liquid on an appliance, any unexpired warranty covering that product will become void. Under such circumstances, where the customer would like to proceed with a repair, this will be chargeable. We are, however, be unable to give a guarantee for repairs to products where the damage was caused by customer misuse. This is because in such circumstances the extent of damage is such that other electrical components may have become stressed or contaminated and any repair cannot be guaranteed.

9.7. If your goods are not covered by any of the above Terms and Conditions, please contact the Customer Service Centre for guidance on what options may be available to you.

10. Data Protection

10.1. In order to prevent unauthorised access to the data, which you have provided to us, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.

10.2. Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties. We may, at a future date, wish to contact you with selected product offers, which we think, may be of interest to you. If you would prefer not to receive such offers or wish to know what data we hold against your name, please write to our Customer Service Department, Cattermole Electrical, Homecare House, Noel Street, Derby, UK, DE22 3AX, to request this information.

EU Online Dispute Resolution

It is also possible that disputes can be resolved via the EU ODR platform:


© Cattermole Electrical 02/19