Terms and Conditions

Installation: We can only install products to a suitable point. If any carpentry and or plumbing is required to complete the installation, our engineers will inform you of this so a suitable tradesman can be arranged at your own cost. We try our best to assess this at the point of sale in store, however if this discovered on site, then a second call out will be required once any work has been completed. We do not undertake any work involving granite surfaces in kitchens.

Gas appliances are required to be installed by a gas safe registered engineer which we can recommend at the point of sale. Ordered items can be dropped off to your property in readiness for the gas safe engineer to complete the installation.

Local Delivery: We offer free delivery (Installation Chargeable) to the Following Post Codes: SA / CF / SY20 / SY23 / SY24 / SY25 on all orders over £100.

We can provide contactless drop off delivery if requested. Please enquire in store for more details.

National Delivery: Large items will be sent out on a pallet and is based on a 3 – 7 working day service. The pallet will be brought as close to the property as possible, avoiding any curbs, steps, grass, gravel or other loose material as the pallet truck is unable to cross any of these surfaces. Please make allowances for this to get your appliance into your home. We only offer national delivery on specific larger items, so be sure to contact us first before placing your order.

Smaller items will be sent via courier and normal doorstep delivery will apply.

It is your responsibility to sign for the correct number of packages as shown on the delivery consignment note and inform us within 7 days of delivery if incorrect.

We will only deliver goods to the address on the order, and all goods must be signed for. For payments made by card not done in our shops we will only deliver to customers registered address.

Damage in transit

Any damaged goods should have the damage marked on the delivery note and you should inform us as soon as is practicable but at the latest within 7 days of delivery.

Non-delivery

You should notify us of Non-Delivery within 10 days of the expected delivery date or we will not accept liability.

Wrong goods

You should notify us of any wrong goods supplied within 7 days of delivery.

Disposal of Old Appliance

Removal of old appliance (local only) is priced between £20 and £30 based on the appliance. Old appliances are disposed of responsibly.

The easiest way to place an order is online however we also offer a telephone ordering service on 01437 760101 or 01437 763762, alternatively you can fill out our order form and Email us on sales@vaughans.co.uk, or of course, you can go into one of our stores and order over the counter. Some of the products on our site are "Click and reserve" only normally due to manufacturer’s stipulations. This means that you MUST come into the store before we can sell the item. For further details please contact us.

Back orders and special orders

If an item is on back order, we will keep you updated on the availability and until such times as the product is in stock you may cancel and request a refund.

Returns policy

In accordance with the distance selling regulations if you wish to cancel within 7 working days you must contact us within 7 working days starting the day after delivery in writing via mail or Email. The goods should be new, unused and complete with all accessories and with original packaging. We reserve the right to charge for any missing accessories. You must send the goods back and bear that cost yourself. (You should make sure that you have sufficient insurance to cover the goods that you are sending).

Refunds

When a refund has been agreed we will endeavour to refund it as soon as practicable but always within 30 days. The refund can only be made to the original purchaser and in the original fashion e.g. sold on MasterCard refunded on MasterCard.

Guarantees

All our products come with at least a 12 months Manufacturers Guarantee. Extended warranties for up to 5 years are available to our customers. If a product is faulty in the first 28 days then we will give you the option of a repair, a replacement or a refund. After this period the normal manufacturer's terms and conditions will apply. This guarantee excludes faults caused by misuse, accidents or negligence. Also not covered are consumables (e.g. fuses, batteries etc), routine maintenance such as software updates, re-tuning and cosmetic damage. If an engineer is called out and no manufacturers fault is found the cost of the call will be charged to you. As with all products, the instruction manual should be your first port of call. Failing that we are available for telephone support during shop opening times, or via messenger outside of these.

Web site contents accuracy

We work extremely hard to make sure that all content on our web site is up to date and accurate. However, we cannot guarantee the accuracy of product specification features and accessories. If a particular feature is important to you please contact us before placing your order. Prices and content are updated daily. In the event that a product is incorrectly priced due to a typing error we shall have the right to refuse or cancel orders whether or not the order has been confirmed. In the event that a charge has already been made to your card it will be immediately credited back to your account.

In all cases card and personal details are sent via our secure server.

Full details can be found here https://www.vaughans.co.uk/t-privacy.aspx

Contract

We store the contract's content and will send you the details of your order as well as the general terms via e-mail. The details about your recent orders can be found in your customer login.

Complaints & Compliments

We do our utmost to ensure that your transaction goes smoothly and that you are happy with your product. In the event that you are pleased with our service and us we always appreciate positive feedback at dan@vaughans.co.uk . In the unlikely event of a problem again either email dan@vaughans.co.uk or phone our help line on 01437760101 or 01437763762. We aim to respond to all contacts as soon as is practicable but always within 2 working days.

VAT

All our prices are Inclusive of VAT where applicable

(VAT No GB122767570) (Company No 3743951)

Complaints (financial)

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;
Phone: 01437 760101
Email: sales@vaughans.co.uk
Address: 21 Quay Street,
Haverfordwest
SA61 1BD
Tel: 01437 763762
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you. They can be contacted in the following ways:
• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk