Customer Service Menu

Terms & Conditions

These terms and conditions form the basis on which you can visit us and our website.

Please read them carefully as they contain important information.

General terms and conditions

This site is owned and operated by RDO Kitchens & Appliances, Unit 5 The IO Centre, Salbrook Road Industrial Estate, Salfords, Surrey, RH1 5GJ.

If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@rdo.co.uk or call 01293 826600.

The contract between us

We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.

Acknowledgement of your order

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to RDO Kitchens & Appliances. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

Accuracy of content

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.

Damage to your computer

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Availability

All orders are subject to acceptance and availability. If the goods you have ordered are not available for any reason we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available or to cancel your order.

Ordering errors

You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.

Price

The prices payable for goods that you order are as set out on our website. All prices are inclusive of VAT at the current rates and are correct at the time of entering information.

Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid.

Payment terms

We will take payment upon receipt of your order from your credit or debit card, or by direct transfer of funds into our account. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

Delivery charges

Delivery charges are mostly included where indicated or discussed, however, charges can vary according to the type of goods ordered.

Delivery

Any additional delivery charges are set out at the basket stage in our website.

Please note that we are generally only able to deliver to addresses within the United Kingdom. Deliveries to the Isle of Wight, the Isle of Man, the Scottish Isles, some parts of Scotland, Northern Ireland and the Channel Isles may be possible at extra cost subject to enquiry. In these instances please contact our sales team for further advice.

We will deliver the goods to the address you specify as soon as possible. It is important that the address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your clear delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 30 days from the day after the day we received your order and you will be kept fully informed.

If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date, or offer you a full refund.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

Risk and ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you. If you choose to use your own courier then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.

Cancellation rights

Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods. There are exemptions to online returns which include tailor made/personalised goods.

Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.

Should you wish to cancel your order you can notify us by any form of clear statement which should be emailed to info@rdo.co.uk or by writing to RDO Kitchens & Appliances, Unit 5, The IO Centre, Salbrook Road Industrial Estate, Salfords, Surrey, RH1 5GJ.

You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order)

If you have received the goods before you cancel your contract then you must send the goods back to our contact address, RDO Kitchens & Appliances, Unit 5 The IO Centre, Salbrook Road Industrial Estate, Salfords, Surrey, RH1 5GJ, at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that you have sent the goods back, we will refund any sum debited by us from your credit or debit card within 14 calendar days.

RDO reserve the right to make a deduction from the reimbursement for any loss in value of goods supplied as a result of unnecessary handling or use by you. We strongly recommend that goods should be returned by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit. You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods. Please do not install any damaged or unwanted appliance(s) as this could be viewed as acceptance of goods and any return may be rejected. We reserve the right to request photographic evidence of the appliance(s) and/or packaging prior to collection. Upon receipt of the returned appliance(s) these will be inspected to ensure they are in perfect condition (in the original packaging) and meet our satisfaction and are including all relevant accessories, manuals & components. We reserve the right to claim for any damage or loss to the appliance(s) that may have occurred whilst the goods have been in your possession.

This does not affect your statutory rights. If the packaging has been removed or tampered with by you we can no longer be held responsible for transporting the items safely and you must arrange the return of the appliance(s) to our warehouse If you return the goods to us yourself, you are required to take reasonable care of the product to ensure that the goods are not damaged in transit. If you do not exercise reasonable care and the goods are damaged, we may reject the appliance(s) or make a reduction in the refund due. We are able to arrange the return of your goods provided they have not been removed from their original packaging, installed or used. A reasonable collection fee for the cost of returning the goods will apply. The fee will vary based on the size of appliance and your location.

Collection of the goods will only take place from the delivery address to which they were delivered. Should you cancel an order after the goods have been despatched, you will be charged the actual cost of collecting the item. The cost will be deducted from any reimbursement due to you. You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods. We reserve the right to make a deduction from the reimbursement for any loss in value of goods supplied as a result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Cancellation by us

We reserve the right not to process your order if:-

  1. We have insufficient stock to deliver the goods you have ordered.
  2. We do not deliver to your area or one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.

If there is a problem with the goods

If you have any questions or complaints about the goods please contact us. You can do so at info@rdo.co.uk or by writing to RDO Kitchens & Appliances, Unit 5, The IO Centre, Salbrook Road Industrial Estate, Salfords, Surrey, RH1 5GJ. Or by calling our customer support team on 01737 240403.

Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.

Liability

Unless agreed otherwise, if you do not receive goods ordered by you within the agreed date on which you ordered them and decide to cancel the order rather than re-arrange delivery we will provide you with a full refund.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control. Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.

The exportation of certain of our goods may be prohibited by certain national laws. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs or other permits to purchase goods from our site. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. You have certain rights as a consumer including legal rights (e.g. under the Act) relating to faulty and/or miss described goods.

Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

Privacy

You acknowledge and agree to be bound by the terms of our privacy policy.

Third party rights

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.

Other important terms

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.

Wet fit terms & conditions

Standard wet fit connection in Domestic property

For customers within our local delivery area we are able to offer an additional service to connect your new freestanding machine. If you have requested and paid for this service the following terms apply:

In order to make your reconnection go as smoothly as possible we need to bring to your attention the following points below including the limitations within the standard install service. Please take time to read the points below:-

Please ensure water feed pipes and valves plus waste outlets and electric points are fully accessible and within 1 metre of either side of the machine. Where possible, please check the water shut off values are in working order as our standard service charge does not cover the cost of any major plumbing or electrical works.

Minor plumbing work such as blanking caps ect will be charged as extra should they be required. You will be advised prior to commencement of any extra charges.

Please ensure you have correctly measured the space for your new machine as it may be taller, wider or deeper than your old one, in which case, you may require a specialist installer at extra cost to make the necessary adjustments to your cabinetry.

Large heavy items require us to use trolleys. Under your instructions, the driver will walk your planned route with you and expect you to have any special floor coverings you may require in place. Our driver will advise on any delicate items or obstructions that may need to be removed.

Can you please ensure any vinyl or soft flooring is protected, we will always take every care to avoid damage, however we will not accept any claims for damage that may occur to your unprotected flooring whilst under your direction.

Prior to commencement

Our driver installer will check all connections to confirm suitability for reconnection. Please locate your mains shut off valve prior to our arrival. The standard service is a like for like service and does not include carpentry, major electrical work, or plumbing other than a straightforward connection to a suitable supply in good working order.

We will not connect your machine in a bathroom or shower room. We will advise you of any problems or risks with your services that we perceive prevents us disconnecting the old & reconnecting the new appliance. Our assessor may offer advice on a satisfactory outcome but you are not obliged to act on such advice and should not use it as the basis of a professional opinion.

RDO cannot be held responsible for damage or leakage on existing pipe work or any item not installed by us.

RDO reserve the right to refuse to disconnect & or reconnect as a standard service should it be deemed by our assessor to place the customer, the property or our staff at risk in any way. In these instances the standard service charge will be refunded in full and a suitable specialist recommended.

Can you recycle my old appliance?

For a small transport fee of £20 we can take away your old appliance and recycle it for you. We reserve the right to charge up to £60 for larger items such as heavy Range Cookers or American Fridge Freezers. Please ask the sales department for further information if in any doubt and make sure you request this service at the time of ordering.

We can generally only collect items that we deliver on our own vehicles within the counties of Surrey, Sussex and Kent, however, there are some exceptions to this, so please ask the sales department for details and they will assist you. We will take your old appliance away provided it has been completely disconnected from all water, electrical and gas supplies. Please ensure that Refrigeration appliances are emptied and defrosted prior to our arrival.

You will need a Gas Safe registered engineer to disconnect Gas appliances for you and all mains wired cookers should only be disconnected by a qualified electrician.

All the goods collected for recycling are deemed to be without value. Not all council sites are able to collect all types of waste electrical goods but to find your nearest participating site, and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk

Should you wish to return your appliance to us with no charge, it can be accepted at our distribution centre at the following address:-

RDO Kitchen Appliances
Unit 5, The IO Centre, Salbrook Road Industrial Estate,
Salfords
Surrey. RH1 5GJ

The centre is open from Monday to Friday, 8am to 5pm. You will need to provide proof of purchase of the new item from us and we can only accept like for like items to those purchased from us, we are unable accept items without proof of a purchase from RDO. To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol.

Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.

Trade Sales

Please note that all B2B trade sales fall outside the Consumer Contracts regulations and are covered only by the Sale of Goods Act 1979 to which we will adhere.

Guarantee

All items carry a minimum twelve months parts and labour guarantee issued by the manufacturer which is limited to domestic use only. Appliances used in a commercial environment will not be covered under this guarantee unless otherwise stated, please ask the sales team for details regarding commercial use.

General Points

Please check that your appliances are correct and undamaged prior to arranging installation. Any damage must be reported to RDO within 3 working days of delivery. The connection or installation of an appliance is deemed to be an acceptance of that appliance, exchanges will only be possible in the event of a fault beyond reasonable repair.

RDO Recommend leaving refrigeration products to stand for at least 6 hours prior to connection. RDO will not accept responsibility what so ever for damage caused to refrigeration products that are running in an environment where the temperature is less than 10C or more than 30C If we have arranged to take away your old machines, they must be disconnected from all services, emptied and dry, and placed by a ground floor exit prior to our arrival.

RDO can only collect old machines at the time of our delivery, we cannot return to collect old machines that were not ready at this time. The cost of your new appliance does not include installation, disconnection of old appliances, furniture or door removal or any alteration that may be required to accommodate your new appliance.

RDO are not able to offer specific times for delivery. However RDO can offer a pre-call [normally 15-30 mins] prior to delivery. This should be requested when the delivery date is booked and is only available for local deliveries that RDO are making. RDO Strongly recommend that customers do not book tradesmen until the appliances have been received and fully checked with all packaging removed.

RDO will not pay the costs of aborted installations if the customer has booked the tradesmen prior to the arrival of the goods. The decision to pre book the installation of appliances by outside contractors is done entirely at the customer own risk.

RDO offers a recycling service under the WEEE directive, for more info click here

Website Information

Descriptions and dimensions of products on the RDO website are sourced from the manufacturers own specifications. Sizes given are of the product itself and do not include any handles, knobs, controls or other projections. RDO makes every effort to provide 100% accuracy however if things go wrong we will endeavour to put them right as soon as possible. Images and videos on this site should be used as a guide only and the product specification should also be referred to in order to confirm features.

Matters beyond our control

1.1. The Company will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control (Force Majeure Event).

1.2. A Force Majeure Event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:

Industrial action, Strikes, or other Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or Impossibility of the use of public or private telecommunications networks.

Our obligations under these terms are suspended for the period that the Force Majeure Event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take all reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms can be performed despite the Force Majeure Event.

Delivery Failures

Whereas RDO take the utmost care in supplying and delivering your order, we accept no liability for claims for consequential loss as a result of failed deliveries. Goods which are specifically ordered to your requirements will be subject to a minimum 15% handling and administration charge should you decide to repudiate, change or cancel the order.

Cancelled or undelivered goods that have been held in stock for you in excess of 6 months will receive a minimum 30% restocking charge. In addition, RDO reserve the right to pass on any restocking charge made by a Manufacturer under such circumstances on a discretionary basis according to circumstances at such times.

No credit will be given for goods which are not returned in their original packaging or arrive damaged in any way. It is at the customer’s own expense to arrange the return of unwanted goods and to ensure safe carriage.

Our delivery service is limited to, and costed for, delivery to the ground floor only. Delivery is also costed for one delivery, if multiple deliveries are required on seperate days this may incur an additional delivery charge.

We ask that you advise us of any difficulties which may necessitate the need for an extra person. If we are asked to unpack or maneuver appliances in your home we will of course endeavour to assist and we will take every care, but we cannot be held responsible for any damage howsoever caused when acting under your instruction. Please note that in some situations we may use a kerbside delivery service for orders outside our local delivery area. Please ask at the point of ordering for alternative options if this is a problem.The title to the goods shall not pass to the buyer until payment has been received in full.

Third Party Service Providers

We may from time to time employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending relevant e-mails and processing credit card payments. They have access to personal information needed to perform their functions, but may not use it for other purposes. Further, they must process the personal information in accordance with this Privacy Notice and as permitted by applicable data protection laws.

At any time during the course of the fulfilment of the contract, you have the right to choose not to share your information. Should you wish to exercise your right in this regard, please contact our data security officer on 01737 240403 or by email: info@rdo.co.uk. Please note that by not sharing your data with our approved third party suppliers and data processors may result in RDO being unable to fulfil the contract. Please refer to our Privacy Policy for full datails.

Any queries regarding deliveries being made by ourselves should be directed to our warehouse on 01293 826600. Please note, there is the possibility of using the ODR platform to resolve any disputes for more info email customersupport@rdo.co.uk