Terms & Conditions

WE CARE

Established 80 years, we believe the recipe to our longevity is providing our customers with the right products at the right price with the very best service and after-care. Here, you will find all you need to know with regard to all our services.

Returns Policy

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt within 30 days and we will offer you a refund, exchange or a credit note. These additional rights are limited to the following criteria;

  • You must provide proof of purchase (this may be a till receipt or a copy of your bank statement).
  • It is a requirement to return the goods unused and in unopened packaging.
  • You may choose a refund, credit note or an exchange for the unwanted item/s
  • You have 30 days in which to return an unwanted item from the date of original purchase. 
  • Christmas gifts may be returned up to 14 days after 25th December having purchased the product from us up to a maximum of 40 days prior to Christmas Day of the same year (with the same stipulations as set out above).
  • If Maxwells deliver a product which is subsequently unwanted, then a re-stocking fee of 20% applies prior to issuing a credit note or exchange (with the same stipulations as set out above) .
  • These additional rights exclude products specially ordered for customers by Maxwells.

This policy is offered in addition to your legal rights.

WHITE GOODS

When delivering WHITE GOODS (laundry, dishwashing and refrigeration products) we will deliver, unpack and connect your appliance in your property. Depending on the product there may be a charge for this service. We do not provide any other plumbing or electrical installation beyond connecting to existing pipes and sockets providing they are safe,suitable, and within reach. We do not wall mount appliances and will only install appliances at height on legitimate stacking kits. If you require more than a standard connection you will require the services of an electrician, plumber or joiner.

Maxwells are NOT authorised to connect to GAS appliances nor supply the necessary equipment for customers to carry out themselves. This is for your own safety!

Please be advised that, following guidance from manufacturers, Maxwells do not recommend using ANY refrigeration products in garages or out-houses as winter months can render the product inoperable. Refrigeration products should be located where there is a minimum ambient temperature of 10 degrees Celsius and this is set out in more detail the manufacturer’s warranty terms and conditions and user guides. Therefore placing refrigeration products in colder environments such as garages and outhouses are done at your own risk.

BROWN GOODS

For a small cost, Maxwells offer an installation service where we will carry out a connection and set up service with brief demonstration of how to use the products. You will need to have an existing aerial/satellite point for TV connections. Additional charges apply should you require products moving to another room and setting up; more in-depth demonstrations; existing surround sound systems to be set up to your new products; or connecting wi-fi enabled products to your wi-fi internet broadband. Please ask a member of staff for further details.

Please be aware that you may need new cables to connect new Bluray players, DVD players, surround sound systems, recorders, Freeview & Freesat boxes and PVRs to your TV as these are not always included with the boxed content of these products. HDMI leads are now the most common connections (replacing traditional SCART leads) and we have a range in store for you to purchase if required.

Our delivery team will only connect your new products to existing Aerial & Satellite feeds inside the property and must be situated close to where the product(s) are to be installed. Maxwells cannot fully set up and demonstrate a product that has insufficient signal. This may require the services of a professional aerial installer. Maxwells do not undertake aerial work however we do recommend a local company that can undertake this type of work independently of Maxwells.

CUSTOM HOME CINEMA & MULTI ROOM AUDIO INSTALLATIONS

Maxwells offer a complete bespoke home cinema installation and multi-room audio service including home visits and first-fix through to final commissioning and demonstration. We take all the hassle out of your hands to provide you with the very best audio and visual experience. Give us a call on 01609 773535 or email us: installs@maxwellselectrical.co.uk

BUILT-IN MEASURE & INSTALLATIONS SERVICE

A small non-refundable fee applies for the measure service, no matter how many appliances are to be measured in the property per visit, and installation is chargeable and varies depending on type of appliance to be connected.

The measure service is mandatory if you wish for us to install the appliance. We will not install a product that has not been measured for by us first.

A minimum 20% deposit is required when ordering built-in appliances.

Should you be in a position of already having an installer arranged (through a new kitchen contract or wider renovations project), and/or circumstances means we are unable to measure an existing cavity, we can order and drop off a built-in appliance. However you must ensure you order the correct appliance(s) as we will not be responsible for taking back/exchanging the product, or providing a refund, if it won’t fit or is the wrong appliance as a result of information you provided in ordering it from us.

We are unable to provide any joinery or electrical services beyond the standard installation service we provide. We will fit and wire in electrical and plumbed products providing appropriate electrical sockets and plumbed pipes are already in existence. We will also attach existing cupboard doors to semi integrated and integrated under counter appliances, but we will not provide new doors.

If at the time of the measure we discover that additional joinery and/or electrical/plumbing work is required, we will advise accordingly so you can arrange for this to be completed separately prior to our installation.

We are unable to install GAS products but we can provide contact details for recommended 'Gas Safe' registered installers and drop off your required gas products for convenience.

We can only order and install products within 12 months of a ‘measure up’ to remain in line with manufacturer guidelines.

DELIVERIES

Morning deliveries are between 9.00am and 12.30pm and afternoon deliveries between 1.00pm and 5.00pm. We are unable to provide a specific time for delivery due to factors like duration at each property and traffic issues. However, the delivery team will call you en-route to inform you of progress. If you have been given either a morning or an afternoon delivery you are required to be in your property and contactable by telephone for the duration to be able to receive your goods.

If we are unable to make contact with you upon arrival at the property we will not deliver your product and you will need to rearrange your delivery for another date. In such cases we reserve the right to levy a charge for a failed delivery due to you not being present to receive your goods.

Maxwells offer delivery within a wide area (always check with staff if you are unsure if your location qualifies) including Darlington, Teesside, Richmond, Leyburn, Hawes, Scarborough, Harrogate, York & Whitby. We may levy an extra charge for areas outside of our usual delivery destinations to cover the cost of fuel, time etc. This can vary depending on location and type of products bought so please check with our staff for a specific price.

We have dedicated staff delivering excellent service and as responsible employers we have a duty of care to them. We therefore reserve the right to cancel or rearrange deliveries to protect the heath and safety of our employees, for example in cases of inclement weather conditions, accidents or illness.

DISPOSAL

If you wish for us to dispose of old appliances and the packaging from your new appliance, we levy a small charge for disposing of each old appliance and for disposal of the packaging of each appliance, which we remove at time of delivery for convenience. Customers are welcome to make their own arrangements regarding disposal if you do not wish to take advantage of this service.

CUSTOM INSTALLATION OF AUDIO VISUAL PRODUCTS

Maxwells offer a custom installation service for customers purchasing surround sound systems, Sonos systems and/or Bose systems. This is an ideal service for those who need bespoke advice on what would meet their needs. It is also a useful service for those planning a large-scale/multi-room installation of equipment whether for domestic or business purposes.

We have a dedicated, experienced custom install specialist who will guide you through the process starting with an initial home survey to ensure we match the right products with your needs. There may be a charge for this service depending on type of install required, location and visit duration so please check with staff in store for prices.

WORKSHOP REPAIRS

Maxwells offer a repair service for brown goods (televisions, radios, recorders etc). Items for repair must be brought to the shop by the customer to be booked in. For safety reasons we are unable to repair products in your home – this work must be completed in our workshop.

If the product is a Sony, Panasonic or Roberts bought from us and still under warranty, the repair will be free of charge providing the problem is a legitimate fault and not caused by user error or by other equipment that attaches to the product (as per the terms of the manufacturer’s warranty agreement). If the problem is deemed to be user error, or something else not covered in the warranty, then charges will apply. All repairs to products bought from us that are no longer under warranty will be chargeable. We will try to repair products bought from other retailers where possible depending on the brand.

Bose have a set charge for repairs to their products out of warranty. This varies depending on the product so check with the workshop for current prices.

We are unable to diagnose a repair at point of booking in a faulty/broken product. An initial diagnosis will be carried out by the workshop first to identify the problem and source potential solutions (including parts if necessary). There is a set non-refundable charge for this paid at the time of booking in a product for repair. The engineer will then contact you to confirm what the problem is, if it can be fixed and an estimate of cost. If the product can be fixed, the inspection charge is deducted from the overall cost of repair. Should a product not be repairable, or the customer chooses not to incur further cost for a repair, the initial charge is non-refundable but no further cost will be incurred. Customers are contacted when the repair is complete. All Customers are required to collect their products from the shop. If this isn't convenient, we can arrange to call to your home with the product at an additional charge, which we will communicate with your first.

All repairs are guaranteed for 3 months, but only for the actual repair carried out. If a product develops a different fault then this will not be covered by the guarantee. The engineer can advise on type of repair required, whether any parts are required and the timescale for completing the job.

SERVICE VISITS

We undertake service visits to TVs, recorders etc where a customer has a problem with a product connection, set up & tuning or where products need to be set up in a new location. This service is for only for televisions and recorders/players/sound systems.

A lot of issues that customers initially ask us for help with (using remote controls/tuning in new channels) can be done by phone. We can however, arrange for a service visit if required but this may be chargeable. Please check with the service department prior to arranging a visit.

We specialise in Sony and Panasonic products when dealing with service visits, as we undertake stringent training and quality checks. We reserve the right to refuse to service other brands bought elsewhere.

We do not undertake service visits for white goods however we can recommend local engineers and contact numbers for manufacturers.

WEBSITE - RESERVE & COLLECT

We do not currently allow the purchase of products from our website but we do offer a Reserve and Collect Service.

Items are reserved for 3 days once you have reserved a product. If you fail to collect the product or have not contacted the shop to make alternate arrangements, the reservation will be cancelled.

Prices and information on products displayed on the website are kept as up to date as possible. We reserve the right to alter our prices or add/remove items as appropriate. It is always recommended that customers contact staff in the shop for further information about products as the website is primarily a guide as to the range and availability of our products and services. It cannot rival the experience and expertise of our staff in providing excellent customer care!

PRICE POLICY

As an independent Electrical Retailer we offer fair prices for quality products. We pride ourselves on providing great customer care and professional service up to and beyond point of sale. Providing a superb showroom, experienced staff, local delivery & installation and after sales care is part of that customer experience. As we are a proud member of Euronics - a large buying group - our prices are the most competitive in the industry.

GIFT LIST

Your gift list can be added to at any time up until 1 week before your celebration event. To reserve an item on the list your guests must pay a minimum 20% deposit. They have until 1 week before your celebration event to purchase the item(s) of their choice in full. Your guests can either pop into our shop or contact us by telephone to reserve items. On line reservations are not currently available.

We will gift-wrap your items and provide labels for your guests to complete for their gift(s), to add that personal touch. If your guests are unable to visit the shop, we can fill in the label on their behalf over the telephone if desired. Your guests are welcome to collect their items with or without gift-wrap or label*.

We can provide the required number of Maxwells cards to include in your invitations, which have all our contact details. We will also provide you with a printed list of all the products you have chosen for your own use.

You have the option of keeping all your purchased gifts together at Maxwells ready for collection, or, if you prefer, we can deliver all your gifts together in one go to a home or venue of your choice subject to our Gift List delivery terms and conditions**.

* If the gift is too large to collect we can arrange delivery under our Gift List terms and conditions, otherwise customers can collect their gifts from the shop.

** Gift List delivery terms and conditions – delivery to a home or venue within the local area is chargeable. See in store for ‘local area’ definition. Delivery beyond the local area will incur an additional charge – price upon application. Delivery is either ‘morning’ or ‘afternoon’ on a pre agreed date. No definite times can be provided as routes and time delivering to each customer can vary. We do not deliver on Thursdays or Sundays.

LOVE2SHOP VOUCHERS

Maxwells will accept 'Love2Shop' vouchers on a 'cash and carry' basis only and is accepted on selected products. This means that they cannot be used for purchase of delivered & installed items nor can they be used against any 'Apple' items; Computer/I.T. products; Any SALE items; Any 'Stock Clearance or Manager's Special' items; or any Ex-display items. Please check with a member of staff if you wish to use vouchers in Maxwells so we can advise accordingly.  Please note that no change, or cash equivalent, is provided against the value of the vouchers.

COMMENTS, COMPLAINTS & COMPLIMENTS

If you have cause for compliment, comment or complaint whilst visiting our shop, please let us know there and then so we can resolve/respond to the matter as quickly as possible. Alternatively, you can email us directly with a complaint, comment, compliment or any kind of enquiry by using our on-line form under the 'Contact Us' Tab on the Home Page of this website.