Should you buy a spare part and find that you do not need it this describes the process to return the part and the conditions under which they are accepted for return in plain English. Much of this article will also apply most any other appliance spare part supplier.

But, we are here to help you and we will help as much as we possibly can do. There are slews of advice articles on the site to help you to help yourself first though and minimise any problems that you may have with your appliances and spare parts.

The overriding advice however is that, if you're not sure, ask us and we will do all we can to help you.

The Basic Return Rules

We are a very customer orientated company and, as such, we like to set out the policy on returns openly and honestly up front so that you know exactly where both we and you stand on items that need to be returned.

This is the reason that this article is here, we want to be open and clear on just what our policies are but, should you have any questions or queries, please do feel free to ask us as we are more than happy to answer any concerns or comments that you may have.

Basically though, if a part hasn't been used or abused and isn't a special order that we warned you wasn't returnable, we'll normally accept the return on almost every occasion.

This is done without quibble or question and as quickly and painlessly as we can possibly do it in order to retain our reputation for outstanding customer service which we are very proud of.

Selecting The Correct Spare Part

The first thing that is your responsibility is to select the correct spare part for your model of appliance. Please ensure that you get the model number for your appliance from the rating plate and NOT from anywhere else, including instruction books as they are more often than not wrong on receipts and instruction manuals.

Next ensure that there are no changes and the part either fits based on serial number or that it looks to be correct.

We and any other supplier cannot be held liable for supplying spare parts based on incorrect model information that you supply.

If you are unsure by all means ask us and we will do our utmost to help you identify the correct spare part that you require.

Diagnose The Problem Properly

Please make sure that you diagnose the problem with your appliance correctly.

Once again, if you select a spare part and you get it wrong, you can hardly hold the supplier of the part responsible for that nor can you expect the spare part supplier to shoulder any cost burden swapping it, restocking it or issuing a refund.

It is up to you to correctly diagnose the fault and buy the correct spare part.

For this we have all these articles to help you, hundreds of them, as well as help and advice in our forums and knowledgeable and experienced staff.

Returning Spare Parts

We have a very simple returns procedure that is focussed on helping to make the process both quick and easy should you need to return a spare part.

Our policy is that, so long as the part is not a non-returnable special order which we will advise of or, the product page will state, we will accept any parts for exchange or refund that have not been fitted or that a fitting attempt has been made so long as the request is made in a reasonable time.

In other words the part has to be returned in the condition in which is was sent. If the packaging is ruined etc. then we may not be able to accept the item for return.

Where the part is no longer required for some reason or you have chosen the wrong item we will not accept the cost of returning the item or refund the cost of sending the item to you.

Where we make any error we will fully refund any carriage costs, including costs to return the spare part, as well as the cost of the item.

We do not charge a handling fee or restocking fee like most spare part suppliers.

To request to return a spare part please contact us in the first instance on This e-mail address is being protected from spambots. You need JavaScript enabled to view it to arrange this. Please only use email for this as it makes the process much, much faster.

Spare Parts That Have Been Fitted

It is very important to note that spare parts that have been fitted or an attempt to fit has been made will, generally, not be accepted for return under any circumstances. This is because, like many other goods, they are not re-sellable unless returned in the condition in which they were sent and, as such, are in many cases exempted from the Distance Selling Regulations.

It is entirely possible that accepting, for example, a PCB that has been fitted and returned could have a fault that caused damage if resold and, for that reason, they are non-returnable once fitted. Other items can carry other hazards, such as earrings, clothing and other goods can, of infection such as pumps, door seals and fridge internals.

Please consider this and make sure you select the correct part as above or that you do not attempt to fit it if it appears wrong without advice.

Please also bear in mind that we will know where an item has been fitted or an attempt to fit has been made.

Wrong Spare Part

If you get a part and see that it will not fit for some reason STOP THERE!

DO NOT attempt to fit a part if you do not think it is right, ask us for further advice on what to do next.

The reason for this is that some parts do get modified and some do require slight modification to fit. A good example of this is oven elements, you can save a fortune buying a "compatible" element as opposed to a genuine one but, sometimes, you do need to alter things to get them to fit. We expect that anyone attempting this will have the required DIY skills to do so and, not to cause any harm.

But in every instance, if you are not sure about the spare part then ask first BEFORE risking damage to the replacement spare part or your appliance!

Should you attempt to fit a part and subsequently damage it then it is highly likely that it would not be accepted for return.

The Part Didn't Solve The Problem

This goes back to your diagnosis of the problem and why we ask that you make sure that the part you order is actually the part that you require.

It is also entirely possible that there is another component that is faulty.

A classic example of this is oven and fridge door hinges. People will often buy one (against our advice) and find that the door still doesn't sit correctly as it should. The reason is that the other hinge is also worn and needs replaced, even if it doesn't look broken.

There are other parts like this where, when replacing one part, it is highly recommended that you also replace others at the same time.

Once fitted however we cannot accept the part back unless we have advised that you attempt to fit it.

Electronic Control Units & Timers

These parts are, most often, ridiculously expensive give what they are.

They are also the most difficult to diagnose a problem with on two counts. The first is that often any failure isn't visible to the naked and untrained eye and, the second, is that where they are "blown" there may well be another faulty component that has caused it to blow.

Once again the onus is upon you to diagnose the fault and only order the controller if you are absolutely sure that is the problem as, once fitted, these are non-returnable as they cannot be resold as new items.

Hygienic Items

Items, such as fridge water filters, returned with the hygienic wrapper broken or removed (where they are used) cannot be accepted for return.