Terms & Conditions
Terms and Conditions for Use, Service and Sale
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
Last updated 3rd April 2012
Index
Our Website
Licence
Customer Information
Copyright
Terms & Conditions of Repair requests
General
Formation of a Contract
Our Responsibility
Your Responsibility
Types of Work Undertaken
Guarantees
Exclusions
Terms & Conditions for supply of Goods & Service requests
Product Pricing and Title
Your Order
Shipping and Customs Duty
Cancellation Rights, Returns and Refunds
Faulty Products
Force Majeure
Reasonably Foreseeable Losses
Severability
Waiver
Entire Terms & Conditions
Customer Complaints
Contact
Our Website
Your use of our website and any service contained within constitutes acceptance of our Terms & Conditions.
Licence
1. Masterfix Domestic Appliance Repairs Limited grants you a licence to access the content, information and services contained within our website for personal use only.
2. This licence allows you to download and cache (using your browser) individual pages from our website.
3. This licence does not allow you to download and modify individual pages or substantial parts of our website nor to make our website available via an intranet, where our website or a substantial part of it is hosted locally on the intranet in question.
4. Our website design, layout, content or text cannot be copied, edited or otherwise manipulated without our express prior written permission.
5. Our website cannot be placed within the frame-set of another site.
6. Third parties are not allowed to "deep link" to pages within our website, without our express prior written permission. All links (unless expressly permitted by us) should be to the main index page of our website. Furthermore, the content of such links, whether graphic or text should not be misleading, false, derogatory or in any other way offensive.
7. The restriction on "deep linking" does not apply to affiliate partners who wish to send customers directly to a particular page or product in order to increase their affiliate sales.
Customer Information
1. You should always check that the contact information you provide is correct before creating a user account or proceeding to payment.
2. You are responsible for maintaining your own Username and Password, where required to access your user account. You should ensure that you store your Username and Password securely and that the details required to access your user account are not provided to another party.
3. As a user you are responsible for your user account and actions taken within it. If you are aware or suspect that your user account Username and password or other details have become known to a third party, you should inform us immediately.
Copyright
1. All content, databases, graphics, buttons, icons, logos, layouts and look & feel are the copyright of Masterfix Domestic Appliance Repairs Limited unless expressly acknowledged as otherwise. All Manufacturer names and Logo are used and acknowledge for identification purposes only.
2. The data mining, extraction or utilisation of product information from our website is not permitted without our express prior written permission.
Terms & Conditions of Repair requests
The Terms & Conditions below shall apply to all Repair requests and any subsequent contract between us for the supply of our Diagnostic & Repair Services.
Please read carefully. These Terms & Conditions will not affect any statuary Rights which you may be entitled to from time to time and which by Law cannot be varied or excluded.
General
Bookings/payments are taken for services/products supplied by either Masterfix DAR Ltd or a 'Service Partner'.
Your contract is with the company who performs the service or supplies the goods. Masterfix / EWS Service acts only as an intermediary for facilitating the service or supply of goods.
All 'Service Partners' operate to their own terms and conditions and carry public liability insurance and operate to both Masterfix’s and agreed industry standards.
All parts fitted on repairs by Masterfix or our 'Service Partners' are guaranteed for up to 6 months (dependent on the guarantee offered by the manufacturer) and should the part fail during this period no charge will be made for either the part or call out and Labour.
Masterfix / EWS Service exclude themselves from any liability for missed or rescheduling of appointments, delays due to wrong parts being sent, error in diagnosis, loss of food, loss of earnings and subsequential damage. Time is not of essence in any contract.
Payment for Labour and parts are to be made in advance and are non-refundable if costs have been incurred.
Because of the nature of appliance repairs, and the usual urgency to perform the repair, then, if you request the repair to be carried out within 7 days, you accept that once the work has been carried out, the Right of Cancellation is waived and no refund will be issued.
Appointment Cancellations MUST be received by e-mail at cancellations@masterfix.co.uk at least 24 hours in advance of appointment date for full refund. Otherwise a charge of £25.00 inclusive of vat may be made. If the engineer is unable to gain access for an appointment a charge of £25.00 inclusive of vat may be made.
If the machine cannot be repaired or spares are not available then NO REFUND will be given.
If the machine fails again during the guarantee period and it is found to be a different fault then a charge will be made for Labour and any parts used.
All appliances must be easily accessible and removable for the engineer to carry out the repair. Any work required to remove or refit the appliance (e.g. removal/re-fitting of plinths, panels etc.) is the Customer's responsibility.
To see our most frequently asked questions please see our FAQ's page.
Formation of a Contract
1. Acknowledgment and acceptance of this repair order by you is made by telephone or submitting our online order request form, ‘Call booking Request’, at which time you will be bound by these terms and conditions. Each order accepted shall constitute an individual legally binding contract between you and us. Such contract is hereinafter referred to in these terms and conditions as ‘an order’. This order will be accepted entirely at our discretion.
2. These conditions shall override any contrary, different or additional terms and conditions contained or referred to in any proposal, estimates, prior order forms or other documents from us. No addition, alteration, substitution or waiver of these terms and conditions will be valid unless expressly accepted in writing by us or a person authorised to sign on our behalf.
3. Nothing in these terms and conditions shall prejudice any condition or warranty expressed or implied, or any legal remedy to which we may be entitled in relation to the goods and/or the work the subject of this order.
4. These terms and conditions shall be construed in accordance with the Laws of England and shall be subject to the exclusive jurisdiction of the English courts.
Our Responsibility
1. We will endeavour to ensure that all parts materials supplied comply with Manufacturers' specifications and with safe building practices and are free from defects and that any work carried out is carried out with reasonable care and skill and to a reasonable standard.
2. We will carry out a diagnostic to establish any fault with the appliance and we will rectify it within the agreed cost.
3. If after our inspection any parts (materials) and/or any extra works are required a verbal quotation will be provided to you either onsite or over the phone and we will only proceed once we have your verbal acceptance. If you request a written quote, this can be provided but will incur an administration charge of £25.00 plus VAT.
Your Responsibility
1. You will permit us to carry out an inspection and thereafter to undertake the repair according to our agreement.
2. You will remove the appliance to allow us to commence the diagnostic and/or repair or we will do so in which case we WILL NOT be liable for any damages that may be done whilst the appliance is removed or being removed or refitted.
Types of Work Undertaken
We carry out diagnostics/repairs/servicing on most makes of washing machines, washer dryers, dishwashers, tumble & condenser dryers, electric hobs/ovens/cookers and refrigeration appliances.
***We do not service/repair Commercial appliances or Gas appliances***
Guarantees
Unless otherwise advised, we guarantee our work for up to 12 months or the period for which the manufacturer guarantees the parts.
The guarantee only covers any parts/items fitted and/or repaired. We will not be responsible for any other fault that may occur due to normal "wear and tear", misuse or accidental damage e.g. blockages, foreign bodies in the appliance, broken plastic handles, doors, glasses or scratches/dents on the appliance etc.
We DO NOT cover food loss or spoilage in respect of refrigeration products.
We WILL NOT fit any parts not supplied by us or our ‘Service Partners’ as we are unable to then offer a guarantee.
Exclusions
1. We do not exclude liability for death or personal injury, however we shall not be liable for any direct loss or damage suffered by you howsoever caused, as a result of any negligence, breach of contract, misrepresentation or otherwise.
2. We shall not under any circumstances be liable for any indirect or consequential loss howsoever caused whether by negligence, breach of contract, misrepresentation or otherwise.
3. We or our insurers shall not be liable or investigate any losses unless you have given written notice to us within 7 days of its occurrence and given us or our insurers every facility to investigate such occurrence.
Terms & Conditions for supply of Goods & Service requests
The Terms & Conditions below shall apply to all supply of Goods & Services requests and any subsequent contract between us for the supply of Goods & Services.
Please read carefully. These Terms & Conditions will not affect any statuary Rights which you may be entitled to from time to time and which by Law cannot be varied or excluded.
Product Pricing and Title
1. We make every effort to ensure that the pricing displayed on our website is correct. However, if an error in the pricing of a product is found we reserve the right to either cancel your order or contact you to arrange payment of any extra sum due or refund any over-payment made by you (as applicable). The processing of an order can be cancelled or corrected by us at any time up to the shipment of that order and any related items. Unless otherwise stated all prices are inclusive of VAT at the prevailing rate on the date of order. (currently 20%).
2. We reserve the right to alter all product pricing without notice.
3. Title in any products ordered from us does not pass to you, the purchaser until we have received and processed a valid payment, and that payment has been made into our own bank account and your order has been shipped.
Your Order
1. When you place an order you will automatically receive a confirmation email from us to confirm your order. Your order constitutes an offer made to us to purchase the goods or services specified in the order.
2. Your offer is only accepted by us once we have emailed you to confirm the dispatch of your order.
3. Product items not included within the dispatch email are not included in the order and contract between you and us.
4. We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.
5. If we are unable to reasonably ascertain these details or resolve these issues a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered nor will a refund be made to any third party card or account. Any other payments will be refunded in the manner in which they were paid.
Shipping and Customs Duty
1. All orders received by us are shipped subject to availability.
2. We reserve the right to ship products at a later date (up to 28 days after purchase) where the product ordered is not in stock at the time of purchase. In this situation you will be contacted and offered a full refund instead of delivery of the product.
3. We CANNOT be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery or Fulfilment Company or a full refund.
Cancellation Rights, Returns and Refunds
1. Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, by email or letter, within 7 working days from the day after you receive your goods.
2. As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
3. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
4. Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
5. No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.
6. Please observe the following procedure for all returns to us:
All requests for returns must be made in writing or by e-mail. If a return is authorised a ‘returns code’ will be issued. No credit or refund will be given, under any circumstances, if a ‘returns code’ has not been issued prior to the return.
6.1 On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your returns code, order number and the reason for the return along with your full details.
6.2 If you are returning your product because it is defective, please state the defect or defects.
6.3 Re-package the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
7. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
8. You are responsible for paying any postage or shipping costs incurred when returning the product.
9. We recommend that all returns be sent by registered post, so that a record of the return is available for you.
10. We will not issue refunds for any items damaged, lost or stolen in transit to us.
11. Where a return is damaged, lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
12. If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection is £50.00 and will be passed on to you.
13. Unused products may be returned promptly by customers to the address listed below:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
14. Subject to the above, we will refund the purchase price of a returned product within 30 days of receiving written notification of your request to return the product.
15. We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
Faulty Products
Where a Customer experiences a fault with a product it can be returned to Masterfix Domestic Appliance Repairs Limited, subject to our returns policy above. In the case of Major Domestic Appliances, we may wish to have the manufacturer’s or our own repair company examine the product to ascertain the fault before agreeing to a return or otherwise.
Force Majeure
1. We shall NOT be liable for delay or failure to perform any of our obligations under your order if the delay or failure is caused by any circumstances beyond our reasonable control.
2. For the purposes of this condition, "Force Majeure" shall include, but not be limited to acts of God, war, terrorism, civil disorder, industrial dispute, fire or explosions.
3. Upon the happening of a "Force Majeure" event we shall be entitled to a reasonable extension of time for the performance of our obligations.
Reasonably Foreseeable Losses
1. Masterfix Domestic Appliance Repairs Limited will NOT be liable for any losses incurred by you due to breaches of these Terms & Conditions by us, where such losses were reasonably foreseeable at the time the contract between you and us was made.
2. All business, indirect or consequential losses not reasonably foreseeable at the time of the contract between you and us are excluded.
3. Masterfix Domestic Appliance Repairs Limited does not exclude or limit liability for death or personal injury caused by the negligence or breach of duty by us, our employees or officers.
Severability
The foregoing paragraphs, sub-paragraphs and clauses of these Terms & Conditions shall be read and construed independently of each other. Should any part of this agreement or its paragraphs, sub-paragraphs or clauses be found invalid it shall not affect the remaining paragraphs, sub-paragraphs and clauses.
Waiver
Failure by Masterfix Domestic Appliance Repairs Limited to enforce any accrued rights under these Terms & Conditions is not to be taken as or deemed to be a waiver of those rights unless we acknowledge the waiver in writing.
Entire Terms & Conditions
These Terms & Conditions set out the entire agreement and understanding between you and Masterfix Domestic Appliance Repairs Limited. We reserve the right to change these Terms & Conditions at any time, without giving notice to you.
Jurisdiction
These Terms & Conditions shall be interpreted, construed and enforced in accordance with English law and shall be subject to the exclusive jurisdiction of the English Courts. Your statutory rights are unaffected.
Customer Complaints
We aim to provide a high level of service and endeavour to respond to all customer complaints or queries within 14 working days.
If you do have an enquiry or complaint regarding the services provided by us please address them to:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
E-mail: repairs@masterfix.co.uk
Contact
Our contact details are as follows:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
Email: admin@masterfix.co.uk
Registered in England and Wales No: 04238914
VAT registration number: 780 4687 00
Telephone: 0845 125 9219 or 01143 840000
Fax: 0845 0833 7825
Terms and Conditions for Use, Service and Sale
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
Last updated 3rd April 2012
Index
Our Website
Licence
Customer Information
Copyright
Terms & Conditions of Repair requests
General
Formation of a Contract
Our Responsibility
Your Responsibility
Types of Work Undertaken
Guarantees
Exclusions
Terms & Conditions for supply of Goods & Service requests
Product Pricing and Title
Your Order
Shipping and Customs Duty
Cancellation Rights, Returns and Refunds
Faulty Products
Force Majeure
Reasonably Foreseeable Losses
Severability
Waiver
Entire Terms & Conditions
Customer Complaints
Contact
Our Website
Your use of our website and any service contained within constitutes acceptance of our Terms & Conditions.
Licence
1. Masterfix Domestic Appliance Repairs Limited grants you a licence to access the content, information and services contained within our website for personal use only.
2. This licence allows you to download and cache (using your browser) individual pages from our website.
3. This licence does not allow you to download and modify individual pages or substantial parts of our website nor to make our website available via an intranet, where our website or a substantial part of it is hosted locally on the intranet in question.
4. Our website design, layout, content or text cannot be copied, edited or otherwise manipulated without our express prior written permission.
5. Our website cannot be placed within the frame-set of another site.
6. Third parties are not allowed to "deep link" to pages within our website, without our express prior written permission. All links (unless expressly permitted by us) should be to the main index page of our website. Furthermore, the content of such links, whether graphic or text should not be misleading, false, derogatory or in any other way offensive.
7. The restriction on "deep linking" does not apply to affiliate partners who wish to send customers directly to a particular page or product in order to increase their affiliate sales.
Customer Information
1. You should always check that the contact information you provide is correct before creating a user account or proceeding to payment.
2. You are responsible for maintaining your own Username and Password, where required to access your user account. You should ensure that you store your Username and Password securely and that the details required to access your user account are not provided to another party.
3. As a user you are responsible for your user account and actions taken within it. If you are aware or suspect that your user account Username and password or other details have become known to a third party, you should inform us immediately.
Copyright
1. All content, databases, graphics, buttons, icons, logos, layouts and look & feel are the copyright of Masterfix Domestic Appliance Repairs Limited unless expressly acknowledged as otherwise. All Manufacturer names and Logo are used and acknowledge for identification purposes only.
2. The data mining, extraction or utilisation of product information from our website is not permitted without our express prior written permission.
Terms & Conditions of Repair requests
The Terms & Conditions below shall apply to all Repair requests and any subsequent contract between us for the supply of our Diagnostic & Repair Services.
Please read carefully. These Terms & Conditions will not affect any statuary Rights which you may be entitled to from time to time and which by Law cannot be varied or excluded.
General
Bookings/payments are taken for services/products supplied by either Masterfix DAR Ltd or a 'Service Partner'.
Your contract is with the company who performs the service or supplies the goods. Masterfix / EWS Service acts only as an intermediary for facilitating the service or supply of goods.
All 'Service Partners' operate to their own terms and conditions and carry public liability insurance and operate to both Masterfix’s and agreed industry standards.
All parts fitted on repairs by Masterfix or our 'Service Partners' are guaranteed for up to 6 months (dependent on the guarantee offered by the manufacturer) and should the part fail during this period no charge will be made for either the part or call out and Labour.
Masterfix / EWS Service exclude themselves from any liability for missed or rescheduling of appointments, delays due to wrong parts being sent, error in diagnosis, loss of food, loss of earnings and subsequential damage. Time is not of essence in any contract.
Payment for Labour and parts are to be made in advance and are non-refundable if costs have been incurred.
Because of the nature of appliance repairs, and the usual urgency to perform the repair, then, if you request the repair to be carried out within 7 days, you accept that once the work has been carried out, the Right of Cancellation is waived and no refund will be issued.
Appointment Cancellations MUST be received by e-mail at cancellations@masterfix.co.uk at least 24 hours in advance of appointment date for full refund. Otherwise a charge of £25.00 inclusive of vat may be made. If the engineer is unable to gain access for an appointment a charge of £25.00 inclusive of vat may be made.
If the machine cannot be repaired or spares are not available then NO REFUND will be given.
If the machine fails again during the guarantee period and it is found to be a different fault then a charge will be made for Labour and any parts used.
All appliances must be easily accessible and removable for the engineer to carry out the repair. Any work required to remove or refit the appliance (e.g. removal/re-fitting of plinths, panels etc.) is the Customer's responsibility.
To see our most frequently asked questions please see our FAQ's page.
Formation of a Contract
1. Acknowledgment and acceptance of this repair order by you is made by telephone or submitting our online order request form, ‘Call booking Request’, at which time you will be bound by these terms and conditions. Each order accepted shall constitute an individual legally binding contract between you and us. Such contract is hereinafter referred to in these terms and conditions as ‘an order’. This order will be accepted entirely at our discretion.
2. These conditions shall override any contrary, different or additional terms and conditions contained or referred to in any proposal, estimates, prior order forms or other documents from us. No addition, alteration, substitution or waiver of these terms and conditions will be valid unless expressly accepted in writing by us or a person authorised to sign on our behalf.
3. Nothing in these terms and conditions shall prejudice any condition or warranty expressed or implied, or any legal remedy to which we may be entitled in relation to the goods and/or the work the subject of this order.
4. These terms and conditions shall be construed in accordance with the Laws of England and shall be subject to the exclusive jurisdiction of the English courts.
Our Responsibility
1. We will endeavour to ensure that all parts materials supplied comply with Manufacturers' specifications and with safe building practices and are free from defects and that any work carried out is carried out with reasonable care and skill and to a reasonable standard.
2. We will carry out a diagnostic to establish any fault with the appliance and we will rectify it within the agreed cost.
3. If after our inspection any parts (materials) and/or any extra works are required a verbal quotation will be provided to you either onsite or over the phone and we will only proceed once we have your verbal acceptance. If you request a written quote, this can be provided but will incur an administration charge of £25.00 plus VAT.
Your Responsibility
1. You will permit us to carry out an inspection and thereafter to undertake the repair according to our agreement.
2. You will remove the appliance to allow us to commence the diagnostic and/or repair or we will do so in which case we WILL NOT be liable for any damages that may be done whilst the appliance is removed or being removed or refitted.
Types of Work Undertaken
We carry out diagnostics/repairs/servicing on most makes of washing machines, washer dryers, dishwashers, tumble & condenser dryers, electric hobs/ovens/cookers and refrigeration appliances.
***We do not service/repair Commercial appliances or Gas appliances***
Guarantees
Unless otherwise advised, we guarantee our work for up to 12 months or the period for which the manufacturer guarantees the parts.
The guarantee only covers any parts/items fitted and/or repaired. We will not be responsible for any other fault that may occur due to normal "wear and tear", misuse or accidental damage e.g. blockages, foreign bodies in the appliance, broken plastic handles, doors, glasses or scratches/dents on the appliance etc.
We DO NOT cover food loss or spoilage in respect of refrigeration products.
We WILL NOT fit any parts not supplied by us or our ‘Service Partners’ as we are unable to then offer a guarantee.
Exclusions
1. We do not exclude liability for death or personal injury, however we shall not be liable for any direct loss or damage suffered by you howsoever caused, as a result of any negligence, breach of contract, misrepresentation or otherwise.
2. We shall not under any circumstances be liable for any indirect or consequential loss howsoever caused whether by negligence, breach of contract, misrepresentation or otherwise.
3. We or our insurers shall not be liable or investigate any losses unless you have given written notice to us within 7 days of its occurrence and given us or our insurers every facility to investigate such occurrence.
Terms & Conditions for supply of Goods & Service requests
The Terms & Conditions below shall apply to all supply of Goods & Services requests and any subsequent contract between us for the supply of Goods & Services.
Please read carefully. These Terms & Conditions will not affect any statuary Rights which you may be entitled to from time to time and which by Law cannot be varied or excluded.
Product Pricing and Title
1. We make every effort to ensure that the pricing displayed on our website is correct. However, if an error in the pricing of a product is found we reserve the right to either cancel your order or contact you to arrange payment of any extra sum due or refund any over-payment made by you (as applicable). The processing of an order can be cancelled or corrected by us at any time up to the shipment of that order and any related items. Unless otherwise stated all prices are inclusive of VAT at the prevailing rate on the date of order. (currently 20%).
2. We reserve the right to alter all product pricing without notice.
3. Title in any products ordered from us does not pass to you, the purchaser until we have received and processed a valid payment, and that payment has been made into our own bank account and your order has been shipped.
Your Order
1. When you place an order you will automatically receive a confirmation email from us to confirm your order. Your order constitutes an offer made to us to purchase the goods or services specified in the order.
2. Your offer is only accepted by us once we have emailed you to confirm the dispatch of your order.
3. Product items not included within the dispatch email are not included in the order and contract between you and us.
4. We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.
5. If we are unable to reasonably ascertain these details or resolve these issues a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered nor will a refund be made to any third party card or account. Any other payments will be refunded in the manner in which they were paid.
Shipping and Customs Duty
1. All orders received by us are shipped subject to availability.
2. We reserve the right to ship products at a later date (up to 28 days after purchase) where the product ordered is not in stock at the time of purchase. In this situation you will be contacted and offered a full refund instead of delivery of the product.
3. We CANNOT be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery or Fulfilment Company or a full refund.
Cancellation Rights, Returns and Refunds
1. Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, by email or letter, within 7 working days from the day after you receive your goods.
2. As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
3. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
4. Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
5. No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.
6. Please observe the following procedure for all returns to us:
All requests for returns must be made in writing or by e-mail. If a return is authorised a ‘returns code’ will be issued. No credit or refund will be given, under any circumstances, if a ‘returns code’ has not been issued prior to the return.
6.1 On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your returns code, order number and the reason for the return along with your full details.
6.2 If you are returning your product because it is defective, please state the defect or defects.
6.3 Re-package the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
7. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
8. You are responsible for paying any postage or shipping costs incurred when returning the product.
9. We recommend that all returns be sent by registered post, so that a record of the return is available for you.
10. We will not issue refunds for any items damaged, lost or stolen in transit to us.
11. Where a return is damaged, lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
12. If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection is £50.00 and will be passed on to you.
13. Unused products may be returned promptly by customers to the address listed below:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
14. Subject to the above, we will refund the purchase price of a returned product within 30 days of receiving written notification of your request to return the product.
15. We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
Faulty Products
Where a Customer experiences a fault with a product it can be returned to Masterfix Domestic Appliance Repairs Limited, subject to our returns policy above. In the case of Major Domestic Appliances, we may wish to have the manufacturer’s or our own repair company examine the product to ascertain the fault before agreeing to a return or otherwise.
Force Majeure
1. We shall NOT be liable for delay or failure to perform any of our obligations under your order if the delay or failure is caused by any circumstances beyond our reasonable control.
2. For the purposes of this condition, "Force Majeure" shall include, but not be limited to acts of God, war, terrorism, civil disorder, industrial dispute, fire or explosions.
3. Upon the happening of a "Force Majeure" event we shall be entitled to a reasonable extension of time for the performance of our obligations.
Reasonably Foreseeable Losses
1. Masterfix Domestic Appliance Repairs Limited will NOT be liable for any losses incurred by you due to breaches of these Terms & Conditions by us, where such losses were reasonably foreseeable at the time the contract between you and us was made.
2. All business, indirect or consequential losses not reasonably foreseeable at the time of the contract between you and us are excluded.
3. Masterfix Domestic Appliance Repairs Limited does not exclude or limit liability for death or personal injury caused by the negligence or breach of duty by us, our employees or officers.
Severability
The foregoing paragraphs, sub-paragraphs and clauses of these Terms & Conditions shall be read and construed independently of each other. Should any part of this agreement or its paragraphs, sub-paragraphs or clauses be found invalid it shall not affect the remaining paragraphs, sub-paragraphs and clauses.
Waiver
Failure by Masterfix Domestic Appliance Repairs Limited to enforce any accrued rights under these Terms & Conditions is not to be taken as or deemed to be a waiver of those rights unless we acknowledge the waiver in writing.
Entire Terms & Conditions
These Terms & Conditions set out the entire agreement and understanding between you and Masterfix Domestic Appliance Repairs Limited. We reserve the right to change these Terms & Conditions at any time, without giving notice to you.
Jurisdiction
These Terms & Conditions shall be interpreted, construed and enforced in accordance with English law and shall be subject to the exclusive jurisdiction of the English Courts. Your statutory rights are unaffected.
Customer Complaints
We aim to provide a high level of service and endeavour to respond to all customer complaints or queries within 14 working days.
If you do have an enquiry or complaint regarding the services provided by us please address them to:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
E-mail: repairs@masterfix.co.uk
Contact
Our contact details are as follows:
Masterfix Domestic Appliance Repairs Limited
Transition House,
15 Ireland Close,
Staveley,
Chesterfield,
Derbyshire,
S43 3PE.
Email: admin@masterfix.co.uk
Registered in England and Wales No: 04238914
VAT registration number: 780 4687 00
Telephone: 0845 125 9219 or 01143 840000
Fax: 0845 0833 7825
Samsung Premier Service Centre
Masterfix Domestic Appliance Repairs Ltd
Masterfix Domestic Appliance Repairs Ltd
Book a Repair Online or talk to us on:
01143 840000 or 0845 125 9219
Monday - Friday 9.30am - 5pm
01143 840000 or 0845 125 9219
Monday - Friday 9.30am - 5pm
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