General terms and conditions
This site is owned and run by Dometrix which is a trading name of Ace Appliance centre Ltd., 1 Willow Grove, Ruislip, Middlesex, HA4 6DG. For any queries about these terms and conditions, please contact us at enquires@dometrix.co.uk or call 0208 146 9466.
Our Contract with you
Before we can accept your order, we must receive full payment for the goods. The payment is an offer on your part to purchase the products. No legally binding contract exists at this point. A legally binding contract only exists once we have accepted your order, and the products have been delivered.
Ownership of Website Content
All rights and content on this website are owned by dometrix.co.uk. You may not use any of the websites, or its contents for any purpose other than your own personal, non-commercial, use without our permission. You may not adapt, repost, or reuse any content on this website for any purpose.
Acknowledgment of your order
We will require your contact details including an email address to process your order. Once payment has been received you will receive an email from us confirming our acknowledgment of your order and confirming the details. No legally binding contract exists between us at this point.
Availability
The availability of the appliance is displayed on the website ‘dometrix.co.uk’. A computer is used to count the stock levels, and mistakes can happen.
We aim to deliver all items on the next working day, where possible. In circumstances where this cannot be achieved, you will be notified. If you have placed an order and there is more than a 3-day delay, on the date stated, we will call to discuss your options. You are entitled to a full refund if an agreement cannot be made.
Website Information
We aim to provide accurate dimensions for all products listed on our website. These dimensions are provided by the relevant product manufacturer. The given dimensions do not include protruding features such as handles and control knobs. All sizes, weights, and measurements stated on the website are approximate only. The same applies to visuals, for example, the colours of appliances shown in photos might not be a true representation of the physical product.
Prices
All prices displayed include VAT and delivery within our main delivery area. Services such as installation, disconnection, and disposal of appliances are not included.
Click here for more information on Delivery and Installation services.
Payment
Dometrix accepts nearly all payment methods that you may wish to use. These include Maestro, Visa, Mastercard, AMEX, Discover Card. For online orders, we also accept Apple Pay, Google Pay, PayPal, Shop pay. We will contact you if there are any issues receiving your payment. We will do all we can to ensure that your payments and details are secure.
Delivery
Delivery Access
As appliances tend to be both large and heavy, deliveries come with certain challenges. It is your responsibility as the buyer to ensure that deliveries are possible and without significant hindrance. Examples of this include, overly tight spaces or doorways, excessive amounts of stairs, parking limitations, and obstacles such as radiators. We endeavour to always find a solution to these problems, if this is not possible, we will either leave the appliance in a convenient place, so that you can make your own arrangements (customer’s choice). Otherwise, we will take the appliance away, this comes with a £25 charge to the customer. In certain circumstances, we may give you, or your duly authorised agent, the option to sign a waiver that states we can not be held liable for any damages caused, in order to complete the delivery for you.
Checking the Appliance
We will unpackage the appliance on delivery and ask that the customer sign to say that they are happy to accept the appliance as it is. This is your opportunity to check for any damages that might exist. Once the customer has signed, any damages reported later will be deemed the fault of the customer and we cannot be held liable.
Delivery Limitations
Very occasionally an event beyond our control, that makes delivery impossible, may occur. Such as road closures or extreme weather conditions.
In the unlikely event that such a situation arises, we will contact you as soon as possible to make alternative arrangements.
We cannot be held liable for events out of our control.
Disconnection
We can provide a service where we will disconnect your current appliance. This includes unplugging / unwiring electrical connections and disconnecting any plumbing connections.
For us to provide this service, you must ensure the appliance is empty. Meaning all food must be emptied from a fridge/freezer, clothes removed from laundry appliances, and kitchenware removed from dishwashers.
Removal of your old appliance
If you have opted for us to remove your old appliance and haven’t opted for our disconnection service, please disconnect, and empty the appliance before we arrive. If this is not done, we will do it whilst there and you will be charged our current disconnection fee.
Installation
We can install all the products we sell, but we will not be able to connect your new items if:
- The electrical or plumbing supplies needed fail the delivery team's testing or are unsuitable.
- The water supply cannot be isolated or is unsuitable.
- The drainage or the waste is not adequate.
- Mechanical adjustments are required to the item(s) to overcome such things as water pressure.
- Alterations to existing plumbing and electrical connections are required.
Please see additional services for more information
If any of these issues do arise, we can send a relevant engineer to rectify them and complete the installation for an additional charge.
If you opted for us to connect/install your appliance and haven’t opted for disconnection, please disconnect, and empty the appliance before we arrive. If this is not done, we will do it whilst there and you will be charged our current disconnection fee.
We will test the appliance once installed, to ensure it works properly and that there are no leaks or drainage issues. You will be asked to sign, to confirm that you are satisfied everything has been done correctly. We cannot be held liable for any issues that may occur at a later date if they are not directly as a result of the work that we have done. However, if an issue such as a leak occurs within 7 days, we will return investigate and hopefully rectify it.
Cancellation
If for any reason you wish to return your product, you’ll need to let us know within 14 days of delivery to receive a refund. If you have used the product or had it installed your right to cancellation is withdrawn and we cannot provide any refunds. If the product is unused and is returned to us in the original packaging, the appliance will be inspected by our engineers, any damages caused to the appliance will void your rights to a refund. If the appliance is deemed undamaged, your refund will be made within 14 days of us receiving the product.
You will be charged our current collection fee if you opt to have the appliance collected by us.
If you decide to return the product yourself, either via your own vehicle or via a courier service, you are liable for any damage that is caused to the product in transit. Dometrix cannot be held liable for any service that we have not provided or arranged.
To cancel a product and/or request collection please call 0208 146 9466.
Failure to have the appliance ready for collection at the agreed timeslot (which includes us not having convenient access to the appliance) will result in a charge of our current collection fee. You will be charged this fee each time we have a failed collection.
Faulty Products
If you receive a product that is faulty, not fit for purpose, or not as described, you can return it within 30 days from when you have taken ownership of the product.
If there is an issue with your product, please contact us using the following:
Email: enquiries@dometrix.co.uk
Phone: 0208 146 9466
We will first try to solve the problem over the phone in case it is something simple such as a connection error. If this cannot be achieved, we will collect the appliance free of charge. Our engineers will inspect the product once it is returned. If no issue is found, you will not be entitled to a refund and will be charged a fee for the collection and redelivery of the product.
If the issue occurs outside of the 30 days, you will have to contact the manufacturer as they provide the guarantee that comes with the appliance. It will be up to the manufacturer’s engineer to decipher whether the fault is a product defect or an installation error. This call-out is chargeable if the problem has been caused by an installation error.
If you used our installation service and the fault is deemed to be an installation error we will pay the manufactures call-out fee providing there is no evidence that you have made any alterations to our installer's work.
Guarantees and Claims
All products supplied are covered by the terms and conditions of the manufacturer's guarantee (usually at least 1 year). The period of this guarantee will be stated on our website when you purchase the appliance.
If a manufacturer is offering an extended warranty, it is the customer’s responsibility to complete the paperwork and to process this directly with the manufacturer. If this is not completed by the customer where required, Dometrix cannot help the customer with any extended warranty issues.
Disclaimer
Order Fulfilment
It is our intention that all information on our website is accurate up to date. However, sometimes mistakes can happen, or circumstances may change. Until we have delivered your appliance/product, we reserve the right to cancel any orders that have been made. This may be due to events such as a pricing error on the website, changes in prices from our suppliers, or availability issues. We hope that this will never happen, but we do reserve the right, in any case, not to fulfill your order and will not be held liable to you. In such events, we will contact you to find an alternative arrangement. If no agreement is met, you are entitled to a full refund. We will aim to do this as soon as possible and no later than 7 days.
Consequential loss
We cannot be held liable for any consequential loss.
Damage caused during deliveries and installations
If during a delivery or installation, our staff cause any damage to your property, such as floors, walls, or furniture, we will repair this damage. Note we will not repair any pre-existing damage.
We will also accept liability for any injuries that result from our negligence, or that of our employees, or our subcontractors.
We will not be held liable in circumstances where you or persons at your home have created a situation where damage is caused. Such situations include, not creating a clear path for the appliance to be transported through, or you the customer not giving the installers sufficient space in which to work. This includes suffering injuries from being in the way of the deliverers or installers.
Installations with risk of damage
Sometimes installations and deliveries occur where avoiding damage to your property is either impossible or extremely difficult. Example situations include narrow doorways, narrow staircases, low kitchen worktops.
We aim to complete all installations; therefore, in these circumstances, we will offer you the opportunity to sign a waiver stating that we can’t be held liable for any damage caused to your property. You or your agent signing this removes our liability and obligation to repair any damage caused. Naturally, we will still make every effort to avoid causing any damage.
Any dispute relating to our services will be subject to the jurisdiction of English law.