Terms & Conditions

These Terms and Conditions apply to your interaction with the KDH Appliances Ltd (Trading as KDH Electrical) website and every order placed with KDH Appliances Ltd (Trading as KDH Electrical).

Please read these Terms and Conditions carefully and in conjunction with the Delivery Policy which can be found here. Please find the Refund and Returns Policy here.

We may update this policy from time to time — the current version is dated 30/01/2026.

1. Company Information

KDH Ltd, trading as KDH Electrical
Riverside 1, 32 Riverside
Sir Thomas Longley Road, Medway City Estate
Rochester, Kent, ME2 4DP
Tel: 01622 541 312
Email: sales@kdhelectrical.co.uk

2. Our Contract With You

KDH Appliances Ltd (trading as KDH Electrical) will be referred to as “we”, “us”, or “our” throughout these terms. The purchaser will be referred to as “you”, “your”, “customer(s)” or “the client(s)”.
When you place an order, you are confirming your intention to purchase the product(s) and/or service(s) from us. At the point of order, we will authorise the relevant amount on your payment card. This authorisation may appear as a pending transaction but does not constitute payment being taken.
We will send you an order acknowledgement within 24 hours to confirm receipt of your order. This acknowledgement does not constitute acceptance of your order; it simply confirms that we have received it.
Your order will only become legally binding once the product(s) and/or service(s) have been dispatched, at which point payment will be captured. Until dispatch, we reserve the right to cancel or decline to supply the product(s) and/or service(s) for any reason.
If we cancel or decline your order prior to dispatch, any payment authorisation will be voided and the pending charge will be released by your card issuer. No funds will be taken from your account. In such circumstances, we will aim to provide a clear explanation for our decision.

3. Availability

Stock availability information is updated using data from our own warehouse and live manufacturer feeds.
Our standard delivery timescale is typically 3–7 working days, although in some cases delivery may be possible sooner. During exceptionally busy periods, such as Black Friday or in the lead-up to Christmas, delivery times may be longer than usual. If you require delivery within a specific timeframe, please contact us before placing your order.
During the Christmas period, standard delivery timescales are extended due to increased order volumes and UK bank holidays. Orders placed in the lead-up to Christmas, particularly from mid-December onwards, may experience delays as courier networks operate reduced services on Christmas Day, Boxing Day, and New Year’s Day. As a result, deliveries that would normally arrive within standard timescales may take several additional working days. Customers requiring delivery by a specific date are strongly advised to contact us prior to ordering to confirm current lead times.
If an item is unavailable for an extended period, we will contact you to advise of the expected timescale. If we are unable to deliver within the stated 3–7 working day window, the transaction will not be completed and no payment will be taken. However, where an order is placed for direct delivery from the manufacturer, we may not be made aware of extended delays immediately.
Products marked as Pre-Order, Special Order, or Due In are excluded from our standard delivery timescales. These items may be awaiting stock, manufactured or ordered specifically upon purchase, or subject to extended supplier lead times. Delivery dates for such items are estimates only. Where a lead time or delivery window is shown, it reflects the most accurate information available at the time of ordering. If you require delivery by a specific date, we recommend contacting us prior to placing your order for confirmation.

4. Pre-Order / Due In / Special Order / Bespoke Items

Any products marked as Pre-Order, Special Order, or Due In will be clearly identified on the product listing. In addition, your order confirmation will include a separate note confirming the status of the item. These products may be awaiting stock, manufactured to order, customised, or sourced specifically for you once an order is placed.
Where a product is classed as a Special Order, it is ordered or manufactured specifically to fulfil your purchase. As a result, Special Order items are non-cancellable and non-returnable once the order has been confirmed, unless the item arrives faulty or damaged. Any faults or damage must be reported within 48 hours of delivery.
In exceptional circumstances, and entirely at our discretion, we may agree to accept the return of a Special Order item. Where a return is approved, a restocking fee may apply to cover supplier charges and handling costs.
We strongly recommend that you carefully review all product details, specifications, and lead times before placing an order for any Pre-Order, Special Order, or Due In item.
Pre-Order and Due In items are sold with estimated lead times only and do not affect your statutory cancellation rights. Special Order items, however, are non-returnable once ordered, as they are produced or sourced specifically for you and cannot be resold in the usual way.

5. Website & Product Information

All dimensions shown are approximate and may not include protruding features such as handles or controls. Where precise measurements are required, we recommend referring to the manufacturer’s technical drawings.
While we make every effort to ensure product information is accurate and up to date, manufacturers may amend designs, specifications, or energy ratings without prior notice.
Product images are provided for illustrative purposes only. Colours, finishes, and design details may vary slightly from those shown online.

6. Pricing & Payments

Prices displayed on third-party websites, including but not limited to search engines such as Google and Bing, or affiliate and comparison websites such as Redbrain, Shopping.co.uk, and similar services, are not guaranteed to be accurate and are excluded from any price-matching considerations. These platforms often rely on automated data feeds or scraped information, which may be out of date or incorrect.
The price displayed on our website at www.kdhelectrical.co.uk is the correct and most accurate price at the time of purchase and will take precedence over any pricing shown elsewhere.
All prices are inclusive of VAT.
Delivery is included with most orders; however, surcharges apply to certain postcodes (please refer to our Delivery Terms for further details).
We accept payment by Visa, Mastercard, American Express, PayPal, and Klarna (subject to Klarna’s approval).
Payment is not captured until your order has been processed. If an order is cancelled, any payment authorisation will be voided. The time taken for your bank or payment provider to release a pending authorisation may vary.
Where you request cancellation in writing, we will process the cancellation within 24 hours. The time taken for funds to be returned to your original payment method is determined by your bank or payment provider.
Special order or bespoke items will be charged in full once confirmed, as these products are ordered directly from the manufacturer and cannot usually be cancelled.
We do not accept payments over the telephone. This for yours, and our own protection from potential risks of fraud. Payments by credit or debit card, including Visa, Mastercard, and American Express, are taken securely online via our merchant partner Klarna, using the latest secure transaction protocols.
We also accept PayPal on all online orders at no additional cost. A PayPal invoice can be arranged on request, allowing payment without the need for a PayPal account.
Please note that no goods will be dispatched until full payment has been received. We also offer payment by BACS bank transfer; customers wishing to pay by bank transfer must contact us directly prior to placing an order.

7. Promotions & Offers

All promotions and offers are subject to change or withdrawal at any time without prior notice. This includes the removal of specific products from eligibility or the discontinuation of an entire promotion.
While stock levels are updated regularly, items may occasionally sell out before availability is reflected on the website. If you are unsure about stock levels or promotional eligibility, please contact us prior to placing your order to avoid disappointment.
Any promotional codes applied at checkout remain subject to final approval during order processing.
Unless expressly stated otherwise, promotional codes, discounts, and offers cannot be used in conjunction with any other offer.

8. Delivery

We deliver across the UK mainland, with some postcode exclusions (see our Delivery page for details).
Deliveries may be made by our own team, the manufacturer, or a trusted courier. Depending on the delivery location and the product being supplied, deliveries may also be made on a pallet. Pallet deliveries are provided on a kerbside-only basis and require suitable access at the delivery address. Any concerns regarding pallet deliveries, access, or unloading arrangements must be raised with us prior to placing your order.
You’ll receive confirmation of your delivery date, and usually a 4-hour timeslot the day before.
Please ensure safe and adequate access to your property. Where access is restricted, delivery may be to the nearest accessible point.
Drivers will always take reasonable care when delivering appliances. However, it is the customer’s responsibility to ensure that adequate precautions (such as protecting flooring, walls, and fixtures, and clearing access routes) are taken prior to delivery. Appliance Superstore and its delivery partners cannot accept liability for accidental damage to property where suitable precautions have not been made.
Free standard delivery is available on all orders over £300. A delivery charge will apply to orders under £300 or when selecting optional premium services, which are defined as Express Delivery.
Express Delivery is offered on a product-by-product basis and is dependent on stock availability, driver scheduling, routing, and overall capacity. Express Delivery is defined as delivery from the next working day.
For products where Express Delivery is available, orders must be placed before 1pm to qualify.
Orders placed after 1pm will be allocated to the next available next working day. For example, an order placed on Friday at 2pm would have an earliest possible delivery date of Tuesday, as weekends do not count as working days.
If you’re unsure whether Express Delivery is available for your item or need guidance on delivery timings, please contact us to discuss your requirements.
All deliveries must be signed for and checked upon arrival.

9. Delivery Coverage and Lead Times

Deliveries within Kent, London, Essex, and Sussex are often carried out using our own vehicles and staff. In some cases, orders may be delivered directly from the manufacturer or via one of our preferred third-party carriers.
Typical delivery times are as follows:
- London and the South East: 2–5 working days
- UK-wide delivery: 3–7 working days from order confirmation
Some locations may require additional time. If you have specific delivery requirements, please contact us prior to placing your order.
Where stock is available, next-day or 48-hour delivery may be possible, subject to route planning and scheduling. For orders eligible for Express Next Working Day delivery, the cut-off time is 1pm. In some circumstances, we may still be able to accommodate orders placed after this cut-off, depending on routing, warehouse capacity, and operational constraints.
Orders placed after 1pm will be scheduled for the next available working day. For example, an order placed on Friday at 2pm would typically have an earliest delivery date of Tuesday, as weekends are not classed as working days.

10. Delivery Methods

Delivery may be completed using one of the following methods:
- Our own transport service (Luton van or similar)
- Direct delivery from the manufacturer
- A preferred third-party carrier or trusted local courier
Standard delivery services are one-person delivery only. A two-person delivery service may be available at an additional cost. If you are unsure which service is suitable, please contact us prior to purchase.
Once our transport department confirms a delivery slot, we will email you with a proposed delivery date. On the day prior to delivery, you will receive an email with an estimated four-hour delivery window. Smaller items may be dispatched via standard parcel delivery services.

11. Delivery Access & Responsibilities

Appliances can be large and heavy. It is your responsibility to inform us in advance of any potential access issues that may affect delivery.
Examples include, but are not limited to:
- No one available to accept and sign for delivery
- Staircases or steps (three or more)
- Large steps or physical obstructions
- Narrow corridors or tight turns
- Large radiators or fixed obstacles restricting access
- Parking restrictions or lack of suitable stopping space for a Luton van
Any of the above may impact our ability to deliver safely and efficiently. You are responsible for ensuring suitable access to your property and for providing accurate information. We cannot accept responsibility for failed or delayed deliveries where relevant access issues were not disclosed in advance.
Where access to the intended delivery location is not possible, we will endeavour to deliver to the nearest safe and accessible point, such as a garage, conservatory, or other suitable location.

12. Damaged or Incorrect Items & Glass Product Policy

Please inspect your appliance at the point of delivery wherever possible. If this is not practical, we recommend unpacking and checking it within 24 hours of receipt.
Any damage, breakage, or discrepancies must be reported to us within 48 hours of delivery so we can raise the issue promptly with the carrier or manufacturer.
If damage is visible at the point of delivery, you should refuse the item and clearly note the reason on the delivery paperwork.
If damage is identified after delivery (within 48 hours), please contact us immediately. Do not install or use the product, as this will be treated as acceptance and the item will become non-returnable.
Once an appliance has been installed or used, it is considered accepted and cannot be returned for damage or incorrect supply. For issues that arise after installation, please refer to our Faulty Products & Warranty terms.
Important information regarding glass products: Appliances containing glass components, including but not limited to glass induction hobs, ceramic cooktops, and extractor hoods, are carefully inspected prior to dispatch. Where delivery is carried out using our own vehicles and drivers, glass products may be opened at the point of delivery for inspection and then resealed to confirm they have arrived free from breakage or damage.
You must allow our driver to complete this inspection at the time of delivery. Failure to permit inspection of glass products on delivery will result in any subsequent claim for damaged glass being refused. Glass damage must be identified and reported at the point of delivery, as responsibility for the care of the product passes to the recipient once delivery has been completed.
We cannot accept responsibility for damage to glass products reported after delivery where inspection was declined or where the item has been moved, unpacked, installed, or used.
Glass Products – Third-Party Deliveries: Where delivery is carried out by a manufacturer or third-party courier (i.e. any delivery service not operated by us), it is the recipient’s responsibility to insist on inspecting any glass products at the point of delivery before signing. This includes, but is not limited to, glass hob cooktops, extractor canopies, and appliances with glass components.
Any visible damage must be reported and recorded with the delivery driver at the time of delivery. Failure to inspect and report damage at this stage may result in any subsequent claim for damaged glass being refused, as responsibility for the condition and care of the product passes to the recipient once delivery has been completed and accepted.

13. Delivery Limitations

Occasionally, circumstances beyond our control may prevent delivery within the agreed timeframe. These may include, but are not limited to:
- Traffic incidents, congestion, or road closures
- Severe weather conditions such as flooding, snow, or high winds
- Vehicle breakdowns or staff absence
In such cases, we will contact you as soon as possible to provide an update. While we will make reasonable efforts to resolve any issues and offer alternative arrangements, we cannot be held liable for any associated costs, including tradespeople, food deliveries, or other arrangements made in anticipation of delivery.
If a delivery slot cannot be fulfilled, we will offer the next available delivery date. Deliveries may also be postponed where required to comply with driver hours regulations and the Working Time Directive.
For further clarification, please contact us prior to purchase or refer to our Delivery Policy and Returns and Refunds Policy.

14. Disconnection, Installation & Reconnection

Reconnection is only offered as part of an installation service and is not available as a standalone service. Installation and reconnection services apply to freestanding appliances and built-in ovens only. We do not install extractors, vented hobs, or integrated laundry appliances such as washing machines, tumble dryers, or dishwashers.
Where an installation service is selected, disconnection of the existing appliance is included. This may include the disconnection of hard-wired appliances, provided no alterations to existing wiring, pipework, cabinetry, or flooring are required.
All installations are carried out on a like-for-like basis only. This means the replacement appliance must be compatible with the existing services already in place. For example, where a built-in oven is being replaced, the new appliance must be suitable for the existing electrical supply. If the original appliance was connected to a 32-amp supply, the replacement appliance must also be compatible with a 32-amp supply.
We do not carry out:
- Installation where existing drainage is unsuitable for connection
  Alterations to gas or water pipework
- Alterations to electrical wiring
- Cabinet, floor, or structural modifications, including carpentry work
- Installation where suitable isolation for water or electricity is not already present

15. Recycling

Where a recycling-only service has been selected, the following conditions must be met:
- Fridges and freezers must be fully defrosted and all food removed
- Washing machines, tumble dryers, and dishwashers must be fully emptied
- All appliances must be disconnected from power and water supplies
- Appliances must be ready for collection at the agreed time
Once an appliance has been collected for recycling, it cannot be returned under any circumstances.

16. Advisory Notes

Before purchasing, please check the dimensions of your new appliance to ensure there is adequate ventilation and sufficient clearance between the appliance and any adjacent furniture. If you are unsure, we recommend referring to the manufacturer’s installation requirements or contacting us prior to purchase for guidance.
All appliance installations require suitable means of isolation for electrical and/or water connections. Please note that some new appliances may have different installation requirements from the appliances they replace. Where a built-in or built-under oven is being installed, the housing must be suitable to safely support the appliance. If any aspect of the installation is deemed unsuitable, we will be unable to proceed with the installation.
In such circumstances, where installation cannot be carried out, we will generally provide a full refund of the installation charge. If you are uncertain about suitability, please contact us in advance so we can discuss your requirements in further detail.

17. Cancellation & Returns (Consumer Orders)

Please read these Cancellation & Returns terms carefully alongside our full Returns & Refunds Policy.
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of delivery.
Returned products must be unused, undamaged, and in their original packaging. You may open the packaging to inspect the item in the same way you would in a retail store; however, the item must be carefully repacked and returned in a resaleable condition.
For the avoidance of doubt, an item will only be considered resaleable if it is returned in the same condition in which it was received. Packaging must be intact and suitable for resale, as you would not reasonably expect to receive a product with damaged, previously opened, or returned packaging.
Accordingly, any assessment of reasonable inspection and resaleable condition is based on the condition of the product and packaging at the time it was supplied to you. Items returned in a condition different from that in which they were supplied will likely be refused or likely be subject to an appropriate restocking fee.
Once a return has been agreed, goods must be returned to us at your own cost and risk no later than 14 days from the date of the returns acceptance email.
If a product or its packaging is missing, damaged, or shows signs of use, we may refuse to accept the return. Where a return is accepted in such circumstances, a restocking fee may be applied to reflect any reduction in resale value.
Refunds will be processed within 14 days of the returned item being received and inspected. Refunds will be issued to the original payment method only, with no exceptions.
We may be able to arrange return collection on your behalf, subject to a collection fee. Alternatively, you may return the item yourself, at your own expense and risk. All items remain your responsibility until received by us.
Certain products are excluded from cancellation rights, including special order or bespoke items.
To cancel an order please call us on 01622 541312 or email sales@kdhelectrical.co.uk with 14 days of delivery of the item. There may be a charge for collection or you can return the item to us.

18. Cancellation & Returns (Business / Trade Orders)

The statutory 14-day cancellation rights under the Consumer Contracts Regulations apply only to consumer purchases and do not apply to business or trade orders.
For business or trade customers (B2B), any cancellation or return request is subject to our approval and, where accepted, may incur a restocking fee. Please contact us to discuss any return request before taking further action.

19. Faulty Goods

You have statutory rights under the Consumer Rights Act 2015 in relation to faulty or misdescribed goods. Nothing in these Terms limits or affects those rights.
All appliances are supplied with a manufacturer’s warranty, which is a minimum of 12 months and typically covers parts and labour. Some manufacturers offer extended warranties of 2, 5, or 10 years. Please refer to your product documentation or warranty information for full details.
Any extended warranty offers, cashback promotions, or registration incentives are administered directly by the manufacturer. Customers are responsible for completing any required registration with the manufacturer within the specified timeframe in order to qualify.
If a fault develops during the manufacturer’s warranty period, the manufacturer will usually arrange repair or replacement directly. We can provide guidance and contact details to assist you in contacting the manufacturer if required. However, due to data protection regulations, we are unable to share your personal details, arrange service visits, or manage warranty claims on your behalf. Once the product has been delivered, responsibility for the warranty and any warranty claims rests with the purchaser, who must report faults directly to the manufacturer.
Faults arising from misuse, neglect, incorrect installation, or failure to carry out routine maintenance (for example, blocked filters) are not covered by the manufacturer’s warranty.
Our liability is limited to the product supplied. We cannot be held responsible for any associated or consequential losses or costs, including but not limited to installation charges, service call fees, loss of food, loss of earnings, time off work, or damage caused by a faulty appliance.

20. Things Beyond Our Control

We will not be liable or responsible for any failure of our obligations under these terms caused by events outside our reasonable control, such events include;
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather;
- 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 Strikes, lock-outs or other industrial action;
- or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

21. Our Liability to You

The KDH Appliances Ltd (Trading as KDH Electrical) operates with an ethos of great customer service every time. However, occasionally things do go wrong and we pride ourselves on how we manage these issues.
We will not be liable for any delay or failure to perform our obligations where this is caused by events beyond our reasonable control. Such events include, but are not limited to:
- Severe weather, natural disasters, accidents, or transport disruptions
- Strikes, lockouts, industrial action, or civil unrest
- Manufacturer delays, supply chain disruption, or courier failures outside our control
- Road closures, restrictions on driver availability, or changes in government regulations
For this reason, we strongly advise that you do not schedule tradespeople, installers, or related works until your goods have been delivered in full and checked. We cannot accept liability for any costs, losses, or claims arising from delivery delays, missed or rescheduled appointments, or related arrangements.
Our products are supplied for domestic and trade use only. We shall not be liable for any loss of profit, business interruption, loss of opportunity, or any indirect or consequential losses arising from any order, delay, or failure to deliver.
If you need any assistance with any aspect of our service please ask us a question sales@kdhelectrical.co.uk or contact us on 01622 541312.
We may use your personal information you provide us with to offer special promotional opportunities from us or third parties. You may request these be stopped at any time by contacting us. Please review our Privacy Policy for further details.
Telephone calls may be recorded for training and monitoring purposes only.

22. Complaints

We aim to resolve complaints quickly and fairly.

Email: sales@kdhelectrical.co.uk
Tel: 01622 541312
Write: KDH Ltd, KDH Electrical, Riverside 1, 32 Riverside, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent, ME2 4DP

We acknowledge complaints within 48 hours and update you on progress.

23. Privacy

We may use your information to provide updates and promotional offers. You may opt out at any time by contacting us. Please review our privacy policy in full.