Refund policy

This Returns Policy (Policy) sets out your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 when you purchase products or services from Go Assist Appliances (a trading name of Go Assist Ltd) via go-assist-appliances.co.uk. It applies to all major domestic appliances (MDAs), small domestic appliances (SDAs), spare parts and accessories (collectively Products), and any associated delivery, installation or repair services (Services).

We may amend this Policy from time to time. Please review it each time you place an order to ensure you understand the terms that apply at that time.

1. Cancellation under the Consumer Contracts Regulations 2013

1.1 If you are a consumer and you have purchased a Product, you have a legal right to cancel your order at any time before, or up to 14 days after, you have received the Products. During this period you may notify us of your decision to cancel for any reason.

1.2 For Services, you have the legal right to cancel at any time up to 14 days from the date the contract was made.

1.3 To cancel, please contact us on 0333 733 1234 or email customerservices@go-assist.co.uk. You may also use the Cancellation Form at the bottom of this page.

1.4 The Product must be complete, unused and in the same condition as when you received it. If you have removed the Product from the box to examine it, you must have done so without damaging or marking it. The Product must be returned with all accessories.

1.5 By entering into a contract for Products and Services, you acknowledge that any Services may be fully completed before the cancellation period ends. If you cancel after we have started a Service at your request, you will need to pay us reasonable costs for any work completed up to the point of cancellation.

1.6 We will refund the price you paid for the Product, including any basic delivery cost, less any deductions that apply under this Policy, to the original payment method.

1.7 Major Domestic Appliances (MDAs): If your MDA has been delivered, it is your responsibility to arrange for us to collect it. Where we recover the MDA from you, we will charge a fee of £50 inclusive of VAT to cover collection costs. We may also retain the delivery and installation fee if paid. 

1.8 Small Domestic Appliances (SDAs) and Spare Parts: If your SDA or Spare Part has been delivered, you must notify us of your intention to return within 14 days of delivery. We will issue you with a Returns Notification Number which must be quoted on the correspondence accompanying the return. You will be responsible for the cost of returning the item. We will refund the value of your order once the item is received back at our warehouse. Returns received without a Returns Notification Number may not be processed.

2. Short term right to reject under the Consumer Rights Act 2015

2.1 If you are a consumer, you have a legal right to reject any Products which do not conform to the contract at any time up to 30 days from the later of delivery or installation. This right is separate and in addition to your right to cancel under section 1 above and does not apply to Services.

2.2 The contract for the purchase of Products may be cancelled if the Products are not (i) of satisfactory quality; (ii) fit for a purpose made known to us before purchase; (iii) as described on our website or any product guide we provided; or (iv) if installation was undertaken by us and was performed incorrectly.

2.3 If you exercise your right to reject within the 30-day period, we may offer you a repair or replacement under section 3 below. If you accept this, your right to reject is suspended for a reasonable time while we carry out the repair or replacement. If the Product still does not conform to the contract afterwards, you will have the longer of (i) 7 days from receiving the repaired or replaced Product, or (ii) the remainder of your original 30-day period to reject it.

2.4 To reject a Product, contact us on 0333 733 1234 or email customerservices@go-assist.co.uk, telling us why you are rejecting it.

2.5 We will refund the full price you paid for the Product, including any delivery or installation charges, within 14 days of us agreeing the refund is due.

2.6 If your MDA has been delivered, we will contact you to arrange a convenient collection time at no cost to you.

2.7 If your SDA or Spare Part has been delivered, when you notify us we will issue a Returns Notification Number and provide a returns label.

3. Right to repair, replacement or repeat performance under the Consumer Rights Act 2015

3.1 If you are a consumer, you have a legal right to request a repair or replacement of any Products that do not conform to the contract, or to request that we re-perform any Services so they conform to the contract.

3.2 To request a repair, replacement or re-performance, contact us on 0333 733 1234 or email customerservices@go-assist.co.uk, telling us why.

3.3 If the Product or Service still does not conform after repair, replacement or repeat performance, or if we are unable to offer this within a reasonable time or without significant inconvenience to you, you will have the right to a price reduction (section 4) or, in the case of Products, to reject them (section 5).

4. Right to a price reduction under the Consumer Rights Act 2015

4.1 Where section 3.3 applies, you have the right to request a price reduction and a refund for any amount paid in excess of the reduced price.

4.2 To request a price reduction, contact us on 0333 733 1234 or email customerservices@go-assist.co.uk.

4.3 You will receive any refund within 14 days of us agreeing it is due.

5. Final right to reject under the Consumer Rights Act 2015

5.1 Where section 3.3 applies, you have the right to reject the Products.

5.2 To exercise your final right to reject, contact us on 0333 733 1234 or email customerservices@go-assist.co.uk.

5.3 If you reject the Products within six months of delivery or installation, you will receive a full refund of any price paid, including delivery or installation charges, within 14 days of us agreeing the refund is due.

5.4 If you reject the Products more than six months after delivery or installation, we may make a deduction to take account of the use you have had.

5.5 In determining the deduction, we will consider (i) the period since you received the Product; (ii) the type of Product; (iii) the intended use; (iv) the expected use; and (v) any signs of use. Where appropriate, the deduction may be the full price you paid.

5.6 You will receive any refund within 14 days of us agreeing it is due.

6. Manufacturer's Guarantee

6.1 Your purchase has the benefit of the original manufacturer's guarantee, which covers MDAs and SDAs for 12 months from the date of purchase. Please refer to the certificate of guarantee included with your appliance for full terms. The manufacturer's guarantee is in addition to your statutory rights as set out above.

6.2 Spare Parts are covered by a 12-month manufacturer's guarantee against faults in workmanship or materials, in addition to your statutory rights.

7. Damaged or incorrect items

7.1 Please inspect your order on delivery. If a Product is damaged in transit, defective, or you have received the wrong item, contact us within 48 hours on 0333 733 1234 or email customerservices@go-assist.co.uk so we can resolve the issue.

Annex 1 — Cancellation Form

To: Go Assist Ltd, Unit 17 Branksome Business Park, Poole BH12 1DW
Telephone: 0333 733 1234
Email: customerservices@go-assist.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods / for the supply of the following service:

Ordered on: ......................................................
Received on: ......................................................
Name of consumer(s): ......................................................
Address of consumer(s): ......................................................
Order Reference Number: ......................................................
Date: ......................................................
Signature (if notified on paper): ......................................................