Returns & Support
Warranty & Guarantees
All new appliances supplied by Fivestar Services come with a manufacturer's guarantee, normally for a minimum of 12 months. Some products include a longer or extended manufacturer's guarantee; please refer to the product information and guarantee documentation supplied with your appliance.
Where an extended guarantee requires registration, it is the customer's responsibility to complete the manufacturer's registration within the required timescale.
If your appliance develops a fault during the manufacturer's guarantee period, please contact us and we will be happy to advise you. In some cases, the manufacturer may arrange for an authorised service engineer to inspect and repair the appliance.
A manufacturer's guarantee is provided in addition to your statutory consumer rights and does not affect those rights.
Manufacturer guarantees generally apply to domestic use and may not cover accidental damage, misuse, neglect, overloading, commercial use or other circumstances excluded by the manufacturer's terms.
Faulty or Damaged Appliances
If you believe your appliance is faulty, damaged or not as described, please contact Fivestar Services as soon as possible. We are here to help and will advise you on the appropriate next step.
Depending on the circumstances, this may involve troubleshooting, an engineer inspection, repair, replacement or refund in accordance with your statutory consumer rights.
If a faulty appliance needs to be returned or collected, we will arrange this at no cost to you where required by law.
Please contact us before returning a faulty appliance so that we can make the appropriate arrangements.
Nothing in this policy affects your statutory rights.
Changed Your Mind – Online Purchases
If you purchase an appliance through our website, you normally have the right to cancel your order without giving a reason within 14 days of receiving the goods.
To exercise your right to cancel, you must inform Fivestar Services within this 14-day period.
After notifying us that you wish to cancel, you must return the goods to us within 14 days. Please contact us before returning a large appliance so that we can agree the appropriate return arrangements.
You are responsible for taking reasonable care of the appliance while it is in your possession. You may inspect the appliance in the same way that you reasonably could in a shop.
If an appliance has been handled beyond what is necessary to establish its nature, characteristics and functioning, and this has reduced its value, we reserve the right to make an appropriate deduction from the refund as permitted by law.
For example, installing, using or damaging an appliance beyond what would reasonably be necessary to inspect it may result in a reduction in its value. Any deduction will reflect the actual reduction in value rather than an automatic restocking charge.
Where applicable, you are responsible for the direct cost of returning unwanted goods to us. Large domestic appliances can be expensive to transport, so please contact us before returning an appliance and we will explain the available return or collection arrangements and any applicable costs.
Where required by law, we will also refund the cost of our standard delivery option. Additional charges for enhanced delivery or other services requested by you are not necessarily refundable.
Refunds will be made using the same payment method used for the original transaction unless otherwise agreed. Where the statutory cancellation provisions apply, we will make the refund without undue delay and within 14 days of receiving the goods back, or receiving evidence that they have been returned, where applicable.
Certain products or circumstances may be excluded from the statutory right to cancel where an exemption provided by law applies.
These cancellation rights apply to eligible purchases made at a distance, including purchases made through our website. They do not create an automatic right to return an unwanted product purchased in our physical shop.
Nothing in this policy affects your statutory consumer rights.
Contact Us
If you have a problem with an appliance, wish to cancel an online order or need to arrange a return, please contact us before returning the product.
Fivestar Services
20 Rossall Road
Thornton-Cleveleys
FY5 1DX
Telephone: 01253 855616