Welcome to the Terms and Conditions for RDO Kitchens & Appliances Limited (RDO). Our aim is to provide high-quality products and exceptional service to our customers. These Terms and Conditions govern the use of our website and the purchase of our kitchens and appliances. We have laid out our policies in a clear and concise manner to ensure that our customers have a hassle-free shopping experience. By accessing our website or placing an order with us, you agree to be bound by these Terms and Conditions. If you have any questions or concerns, please don't hesitate to contact our customer service team.
Terms & Conditions
Terms & Conditions
Our website, RDO.co.uk is operated by RDO Kitchens & Appliances Limited, a company registered in England and Wales.
Our company registration number is 09771710.
Our registered office is at RDO, Unit 5, The IO Centre, Salbrook Road, Salfords, Surrey, RH1 5GJ.
Our registered VAT number is GB367399008.
If you have any questions, you may be able to find some answers in our FAQ’s. However, if you cannot find the information you’re looking for then please call us on 01737 240403.
Alternatively, you can write to us at the address given above.
When you place an order with us, you are agreeing to purchase our product(s) and are entering into a contract with us. We will send you an order confirmation email acknowledging receipt of your order, but please note that this does not mean that your order has been accepted by us. Your order will only be accepted once the product(s) have been delivered to you. We reserve the right to decline to supply the goods if we are unable to fulfil your order for any reason, such as an error in pricing or the unavailability of the product you require. In such circumstances, we will promptly refund the price you have paid for the product(s). We also reserve the right to decline an order for any reason, and we will not be liable to you or any third party for any such decline.
At RDO, we strive to ensure that all our products are in stock and available for delivery. However, due to the high demand for some of our products, there may be times when a product becomes temporarily unavailable. In such cases, we will display the earliest available delivery date on our website and during the checkout process. Please note that postcode restrictions may apply, and we recommend entering your postcode during checkout for the most accurate delivery date to your address.
As we handle a large volume of orders, our stock control is managed by a computer system. While we make every effort to keep our stock availability up-to-date, there may be occasions when our system inaccurately reflects our stock levels. In such cases, we will inform you as soon as possible and work to resolve the issue. We apologise in advance for any inconvenience caused by product unavailability.
We make every effort to ensure that the information displayed on our website is accurate and up-to-date. However, we cannot guarantee the accuracy of all product dimensions, weights, and measurements, which are approximate and do not include any protruding features such as controls and handles.
Additionally, while we strive to display all product colours accurately, we cannot guarantee that the image displayed on your monitor or screen will accurately reflect the true colour of the product delivered to you. Please be aware that colours may differ between manufacturers.
Furthermore, we make every effort to ensure that product specifications are correct on the website. However, due to continual product development through research and design, specifications may change without notice. We apologise for any inconvenience this may cause and will make every effort to update our website with accurate information as soon as possible.
We value the feedback and opinions of our customers and allow them to leave reviews on our website. However, please note that these reviews are solely the opinions of the customers and do not form part of the product specification or description. We do not take responsibility for any inaccurate information contained in a customer review. By using our website, you acknowledge and agree that the copyright in the photos, videos, data, and text used on our website belongs to us or our suppliers, and the general look and feel and format of our website belongs to us. You are only permitted to use this material as expressly authorised by us or our suppliers. We reserve the right to modify, remove, or reject any customer review that we consider inappropriate or violates our terms and conditions. We also reserve the right to change or amend our website without prior notice, but the terms and conditions in effect when you placed your order will continue to apply to those products.
At RDO, we always try to provide our customers with accurate and up-to-date pricing information for all our products. All prices displayed on our website include VAT and exclude delivery and any other additional services, such as disconnection or removal of your old product, or connection/installation of your new product, unless specifically stated otherwise. Further information on our delivery and ancillary services can be found on our website.
Occasionally, we may offer products at sale or promotional prices. Such offers will apply to selected products and will be subject to availability, delivery charges, and geographical exclusions. Please refer to individual product information for pricing details.
We may also offer delivery and services (including installation) at a reduced rate as part of a promotion. These offers are subject to availability and may be withdrawn at our discretion. For example, a promotion offering free next-day delivery is only valid while we have the capacity to offer next-day delivery. Some products may not be eligible for delivery promotions if they are not held in stock in our warehouse and are held by our partners or ordered from manufacturers. You can check the next available delivery date for each product on its individual page on our website.
Please note that prices are subject to change without notice, but any changes will not affect orders already placed. We reserve the right to correct any pricing errors on our website and cancel any orders arising from such errors.
We strive to offer our customers the best value possible. If you find a product we sell available for immediate online purchase on a competitor's website at a lower price, we'll match that price subject to the following conditions:
- The product is brand new, identical to ours, and offered on the same terms.
- The competitor is based in mainland UK and sells direct to customers (i.e. not through a third party).
- The product is currently in stock and available for immediate delivery.
- The lower price includes all applicable taxes and delivery charges.
- You provide us with evidence of the lower price, such as a link to the competitor's website or a written quotation.
Please note that we reserve the right to refuse a price match if we believe the competitor's price is not genuine, or if we cannot verify the availability or authenticity of the product. Our Price Match Promise cannot be used in conjunction with any other offer or promotion.
To request a price match, please contact our sales team with the details of the product and the competitor's website. We will respond to your request as soon as possible, and if we are able to match the price, we will provide you with instructions on how to place your order at the matched price.
We offer various payment options to enhance your shopping experience, including major credit and debit cards like Maestro, Delta, MasterCard, American Express, and Visa. Your payment details are always secure. By submitting payment information, you authorise us to charge the full amount of your order, including any applicable taxes and fees, to the payment method provided.
Additionally, we now accept payments through Clearpay and PayPal Credit, providing you with more flexibility in managing your purchases:
- Clearpay: Split your purchase into interest-free instalments, subject to Clearpay's terms and conditions, available on their website. Clearpay eligibility may vary based on location and policies.
- PayPal Credit: Enjoy flexible financing for your purchases, with terms governed by PayPal Credit's policies, found on the PayPal website. Eligibility is determined by PayPal and varies based on creditworthiness.
Rest assured; we prioritize the security of your paymentinformation. If any payment issues arise, we'll promptly notify you and takethe necessary steps to resolve them. We may require verification to prevent fraud.
Typically, full payment is required at the time of purchase, unless you choose Clearpay or PayPal Credit's instalment options. If you havequestions or need payment assistance, our customer service team is here to help.
Occasionally, we may offer discount codes on certain products available on our website. These discount codes are only available for a limited time and are subject to availability. We reserve the right to withdraw or modify any discount code at any time without prior notice. Please note that discount codes cannot be used in conjunction with our Price Match Promise. Only one discount code can be redeemed per order, and discount codes can only be used on our website, RDO.co.uk. If you return part of an order that has had a discount code applied, your refund will be for the full amount minus the discount applied.
We occasionally offer unique discount codes to our customers, which are generated especially for them and can only be used once. These codes are subject to the same terms and conditions as our regular discount codes, and can only be redeemed online. To use your unique discount code, simply copy and paste it into the discount code box at the basket page when placing your order. Please note that unique discount codes cannot be used for orders placed over the phone, and are valid for a limited amount of time.
In addition to unique discount codes, we also offer personalised incentives based on your previous visits to our website, your shopping habits, and the deals currently available. These offers are given to individual customers and run for a limited amount of time. Please note that personalised incentives are subject to availability and can be withdrawn at any time. When you first register for an RDO Account, we may also send you promotional offers and details.
At RDO, we are committed to providing you with efficient delivery services across mainland UK. Please take a moment to review our delivery terms and options.
Delivery Days and Times:
- We offer delivery from Monday to Saturday.
- For next day delivery, please place your order before 12 noon.
- Delivery times may vary, and we will provide you with a 4-hour estimated time slot on the day of delivery. Please note that this is an estimate, and actual delivery times may differ.
Delivery Methods and Charges:
- You can choose your preferred delivery method during the checkout process, with any applicable charges clearly displayed.
- Some geographical restrictions may apply, and free delivery may not be available in certain locations. For instance, remote parts of Scotland are not eligible for free delivery. We do not deliver to the Channel Islands, Isle of Man, or Republic of Ireland.
Same-Day Click and Collect:
- We are pleased to offer a same-day click and collect service from our warehouse address: RDO, Unit 5, The I.O Centre, Salbrook Road, Salfords, RH1 5GJ.
- Simply chose this option at checkout, and our team will prepare your order, and get in touch to provide further information.
- We work closely with third-party logistics companies to ensure your delivery is handled with care and efficiency.
- Please note that items from different warehouses may be delivered separately, especially if they are specialist products requiring direct delivery from the manufacturer.
Responsibility for Delivery:
- It is your responsibility to ensure that someone is available to accept your delivery within the estimated 4-hour time slot.
- Failure to accept delivery may result in a re-delivery charge. Alternatively, you can choose to cancel your order, and we will refund the product's price.
Access to Your Property:
- Our delivered products are often large and heavy. Ensure there is access to your property and take necessary measures to facilitate delivery.
- If access is restricted, we may deliver the product to the nearest feasible point, such as your garage. A re-delivery charge may apply if successful delivery cannot be completed.
- Occasionally, events beyond our control, such as road closures due to floods, snow, or sporting events, may affect delivery. In such cases, affected dates will be blocked from the delivery calendar.
- If your selected delivery date is affected, we will contact you promptly to arrange alternative delivery options. However, we cannot be held liable if delivery cannot be fulfilled due to circumstances beyond our control.
We aim to provide you with a seamless delivery experience. If you have any questions or need further assistance, please feel free to contact our customer service team.
- Re-delivery charge = £25.00
- Re-delivery charge for American Fridge Freezers or Range Cookers = £50.00
- Late notice cancellation (by 12pm one working day before your delivery is due) or customer not in = £50.00
- Late notice cancellation (by 12pm one working day before your delivery is due) or customer not in for American Fridge Freezers or Range Cookers = £100.00
- Failed installation charge due to incorrect services/access restrictions/late notice cancellation or customer not in = 50% of install charge
Disconnection is available for certain existing appliances that are plumbed into water pipes. We offer a disconnection service for appliances, which is covered in the installation charge. Please note that we can only disconnect your appliances when you select the installation service on a new appliance at the same time as you place your order.
Unfortunately, disconnection is not available for hard-wired dishwashers, cooling or laundry appliances.
If you need us to disconnect your old appliance (as part of our installation service), there are a few things you will need to do before we arrive so we can disconnect your old appliance successfully. If you are having a fridge or freezer disconnected, please make sure it’s defrosted and all food is removed. For washing machines and washer dryers, you’ll need to remove any clothes from the drum. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.
Please note that we are not responsible for any damage that may occur during the disconnection process if the appliances are not in a suitable condition for disconnection or if you have failed to follow the instructions above. If we are unable to disconnect your appliance due to the condition or location of the appliance, we reserve the right to cancel your disconnection service and charge you a cancellation fee.
By ordering our disconnection service, you agree to these terms and conditions.
We offer a Remove & Recycle service for certain appliances, which allows you to have your old appliance taken away and disposed of safely and responsibly when you purchase a new appliance from us. Please note that this service does not include disconnection, so you will need to ensure that the old appliance is disconnected and, if necessary, defrosted before our team arrives.
The cost of this service covers the safe transportation and disposal of the old appliance to our recycling plant. As per the WEEE regulations, the recycling costs are borne by the product manufacturer. However, if you wish to return your old appliance to us for recycling with no charge, you can do so at our company’s premises: RDO, Unit 5, The IO Centre, Salbrook Road, Salfords, Surrey, RH1 5GJ.
This service is available from Monday to Saturday between 09:00 and 17:00, and proof of the delivery of our product will be required. Please note that like-for-like items to those that were delivered are the only ones that will be accepted.
We are committed to protecting the environment, and we encourage our customers to dispose of their old appliances responsibly. By choosing our Remove & Recycle service, you can be sure that your old appliance will be disposed of in an environmentally-friendly manner.
We offer installation services for most of the products we sell. However, please note that we will not be able to connect your new items if certain conditions are not met. These include:
- Any electrical or plumbing supplies needed failing the delivery team's testing or being unsuitable
- Any water supply needed being unable to be isolated or unsuitable
- Any drainage or waste facilities needed being unusable
- Mechanical adjustments being required to the item(s) to overcome issues such as water pressure, or alterations to existing plumbing and electrical systems being required
- Our premium connection service is not available for commercial properties that do not have a secondary domestic meter
From time to time, we may offer installation services as part of a promotion, such as half price or free installation.
Please note that postcode restrictions may apply, and you can find out if installation is available in your area during the online checkout process.
We have a team of skilled electrical installers who can connect most electric appliances. Please note that we do not install any gas appliances. If you need us to disconnect your old appliance, we will do this when we arrive. For electric installations, disconnection is not included in the installation charge.
Before we arrive, please make sure that:
- There is a safe and suitable power supply within 1.5 meters of the installation point.
- There is sufficient space around the installation point to allow for proper ventilation and cooling of the appliance.
- All relevant dimensions and installation requirements have been checked and met in accordance with the manufacturer's instructions and any relevant regulations.
- Any additional work, such as drilling holes or fitting new electrical sockets, is completed before we arrive.
Please note that if we arrive and find that the electrical installation is not suitable or does not meet the requirements, we will not be able to proceed with the installation. In this case, you will be responsible for any additional costs incurred, including the cost of a new installation at a later date. If you have any questions or concerns about the installation of your new electric appliance, please contact us before placing your order.
Installing hobs and cookers requires certain conditions to be met to ensure safe installation and usage. At RDO, we provide installation services for hobs and cookers, but we need our customers to check a few things before we arrive.
For hobs, we can only install the new hob if the current hole in the worktop is not larger than the size of the new hob. If needed, we can make the hole bigger, but we can only cut into wooden worktops. Other surfaces such as granite, composite, or metal should be the correct size for installation before we arrive.
For electric cookers and hobs, we need access to an isolation switch and electricity supply at the connection point. Some induction hobs may require specific wiring, and we will assess this on arrival. If the wiring is not suitable, you will need to call out an electrician to complete the installation.
If we are connecting a built-in or built-under oven, we will assess the housing to ensure that it's safe and can hold the weight of the appliance. We will also check for any existing damage, and if we find any, we will not be able to install the appliance.
You need to make sure there is an adequate gap between the cooker or hob and anything above it. This gap, known as the "Hot Zone," needs to comply with the manufacturer's requirements. It also needs to be clear of any flammable materials, such as wallpaper, cupboards, shelves, and plug sockets. If the Hot Zone is not clear, we won't be able to complete your installation.
Please note that our premium connection service is not available at commercial properties that don't have a secondary domestic meter.
RDO is committed to ensuring that our customers are satisfied with their purchases. In the event that you are not satisfied with your product or have changed your mind, we offer a 30-day cancellation, return and exchange policy. This policy exceeds your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales.
To cancel an order and request a collection, you can call us on 01737 240403.
Please note that charges for collecting any items you would like to return are shown on our Returns page, and we'll apply the charge that is current on the day you request your return.
On the morning of your collection, you'll receive an estimated time slot, and you will need to be at your chosen pick-up address for our driver to pick up the item(s) for return. We reserve the right to charge a further collection fee if our driver arrives within the estimated time slot we've given you and no one is available.
If you return your product to us unused in its complete original packaging and we're therefore able to resell it 'as new', you'll receive a refund of the full price of the product. We're happy for you to unpack the product to inspect it, in the same way, you'd be able to take a look at it in a shop, but please be very careful until you're sure you're going to keep it. If you've used the product, had it installed, begun to input/download data, or handled it beyond what's reasonably necessary to inspect it, we may not be able to sell it to someone else 'as new.' This means that where the value of the product is reduced by actions you've taken, we may only make a partial refund or charge you for the reduction in value.
If you're returning your item for an exchange, we'll collect your old item when we deliver the new one. A delivery charge will apply as usual, but there'll be no additional collection charge. Everything else we say about Returns in these Terms & Conditions will also apply to Exchanges.
Refunds will be made within 14 days of collection of the item. Where a charge for collecting your returned item applies, we'll deduct this from your refund and send you the balance – so there's no extra collection charge to pay upfront.
If you cancel an order within your 14-day statutory cooling-off period, we'll also refund you any standard delivery charge you originally paid.
If you included any additional services in your order, then we won't be able to refund any charges you paid for these if you cancel after delivery and the services have already been completed. If you successfully cancel your order before delivery, the additional services will be automatically cancelled and refunded. In all other cases, our 30-day cancellation policy also applies to any services that you may have ordered.
If you receive a faulty product from RDO, the company will work to ensure that the issue is resolved as soon as possible. Under the Consumer Rights Act 2015, you have the right to a refund, repair, or replacement for faulty or unsatisfactory products.
If a fault is confirmed within 30 days of delivery, RDO will offer a full refund or repair or replacement of the product. If the fault is confirmed after 30 days of delivery but within 6 months of owning the product, the customer can choose whether they would like a repair or replacement. If it is not possible to offer the preferred option due to cost or other reasons, the customer will still receive a repair or replacement.
If a fault is discovered 6 months after delivery and it can be proven that the fault existed at the time of delivery, RDO will offer the same resolution as mentioned in the paragraph above.
It is important to note that manufacturers are usually best placed to help customers deal with manufacturer faults. In some cases, RDO Kitchens & Appliances Limited may ask customers to get in touch with the manufacturer directly to resolve the issue.
Customers should also be aware that manufacturer warranties usually cover repairs, including parts and labour, for at least one year. Some manufacturers even offer extended warranties of up to 10 years. However, warranty coverage may not extend to items used in commercial properties.
If you need to report a fault or if you have any questions regarding your legal rights, please contact RDO through the ‘Contact Us’ page on our website. You can also get in touch with your local Citizens Advice Bureau or Trading Standards office for more advice on your legal rights. Nothing in these terms will affect your legal rights.
Unforeseen events can occur which are beyond our control. These events can impact our ability to fulfil our obligations under these terms. In such cases, we will not be held responsible or liable for any failure to perform or delay in performance of our obligations.
Examples of events beyond our reasonable control may include, but are not limited to, acts of terrorism, war, civil commotion, natural disasters, adverse weather conditions, strikes, lock-outs, or other industrial actions. It may also include events that prevent the use of public or private transport or public or private telecommunications networks.
During such events, our obligations under these terms will be suspended for the duration of the event, and we will have an extension of time to perform these obligations. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
We will communicate with you as soon as possible to inform you of any such event and the impact it may have on our ability to fulfil our obligations. We will do everything reasonably possible to minimise the impact of such events and to resume normal service as quickly as possible.
Please note that we will not be responsible for any losses or damages that may arise as a result of events beyond our reasonable control. However, we will work with you to find a suitable resolution to any issues that may arise as a result of such events.
We accept responsibility for any mistakes which are proven to be made by our team that result in damage to your property during the installation process. However, we cannot be held accountable for any pre-existing faults or damage discovered during the installation process.
We only supply products for domestic and private use, and we are not liable for any loss of profit, loss of business, business interruption, or business opportunity.
We do not exclude liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors. We are also liable for any fraudulent misrepresentation, breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession), breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples), and any defective products under the Consumer Protection Act 1987.
Our total liability to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the purchase price of the products you have purchased from us.
We take your privacy seriously and are committed to protecting your personal information. We may use the personal information you provide to us for the following purposes:
- Supply and delivery of products
We will use your personal information to process your order and deliver the products you have purchased from us. This includes sharing your personal information with our delivery agents, who will need this information to deliver the products to you.
- Payment processing
We will use your personal information to process your payment for the products you have purchased from us.
- Marketing communications
We may use your personal information to inform you about similar products or services that we provide. However, you have the right to opt-out of receiving these communications at any time by contacting us.
- Fraud prevention and credit checks
To prevent fraudulent transactions, we may pass your personal information to credit reference agencies and fraud prevention agencies. These agencies may keep a record of any search they conduct.
- Recording telephone calls
For training and monitoring purposes, we may record telephone calls that we receive or make.
- Order completion
In the event that there is an error or delay in processing your payment, we may use the personal information you have provided to contact you and complete your order.
We will not give your personal data to any third party without your consent. We take appropriate measures to ensure that your personal information is secure and protected against unauthorised access, disclosure, or destruction.
By using our website and providing us with your personal information, you agree to our use of your personal information in accordance with this policy. If you have any questions or concerns about how we use your personal information, please do not hesitate to contact us.
The terms and conditions outlined here constitute the entire agreement between you and RDO Kitchens & Appliances Limited. By using our website and placing an order with us, you agree to be bound by these terms and conditions.
Any contract made between us and all our and your rights and obligations shall be governed by English law. Any disputes arising under the contract shall be heard in the English courts.
If any provision of these terms and conditions is found to be invalid or unenforceable, it shall not affect the validity or enforceability of any other provision of these terms and conditions.
We reserve the right to modify these terms and conditions at any time. Any changes to these terms and conditions will be posted on our website. It is your responsibility to review these terms and conditions regularly to ensure that you are aware of any changes.
If you have any questions or concerns about these terms and conditions, please do not hesitate to contact us.
We always try to provide the highest level of customer service possible. However, we understand that sometimes things can go wrong, and we are committed to resolving any complaints in a fair and timely manner.
If you have a complaint about RDO, please contact us using one of the following methods:
Write us a letter:
RDO Kitchens & Appliances Limited
The IO Centre,
Call us: 01737 240403
Email us: Customersupport@rdo.co.uk
We aim to respond to all complaints within 48 hours of receipt. We will acknowledge your complaint in writing and keep you informed of our progress in investigating and resolving your complaint.
If you are not satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution by referring your complaint to Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.
Further information regarding the Financial Ombudsman Service can be found on their website.