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Customer information
Delivery, recycling, returns and payments — find the information you need below.
Updated 5 October 2026
Delivery, collection & services
Included delivery mileage
Distances are measured one way by road from our Carlisle shop at 114–116 Botchergate, Carlisle, CA1 1SH to your delivery postcode using OSRM/OpenStreetMap road routing. Calculate your postcode delivery charge.
| Appliances in your order | Delivery included | Beyond this allowance |
|---|---|---|
| One appliance | Up to and including 15 road miles | £2 per additional mile up to 30 miles; £3 per mile above 30 |
| Two or more appliances | Up to and including 25 road miles | £2 per additional mile up to 30 miles; £3 per mile above 30 |
The allowance is based on the total number of appliances delivered together in the same order, including two of the same model. The mileage charge applies once per order, not per appliance. We charge only for the outward miles beyond your allowance; we do not double the charge for the return journey. Extra distance is rounded to the nearest half mile: £1 per extra half mile up to 30 miles, then £1.50 per half mile above 30. All prices and charges include VAT.
Delivery approval
Orders at all delivery distances can be submitted online with the applicable mileage charge. Every order is subject to approval by our team, who will confirm the delivery date and arrangements before payment.
How the mileage bands work
Only the miles above 30 are charged at £3 each. The earlier chargeable miles remain £2 each. These charges apply once per order, including VAT.
Examples
- 25 miles away: £20 additional delivery for one appliance; no additional delivery charge for two or more appliances.
- 35 miles away: £45 additional delivery for one appliance; £25 for two or more appliances.
- 40 miles away: £60 additional delivery for one appliance; £40 for two or more appliances. Subject to our team’s approval.
- 28 miles away: £26 additional delivery for one appliance; £6 additional delivery for two or more appliances.
Your applicable delivery charge is shown separately in the order review and included in the total before payment. A postcode may cover several properties, so delivery access and your preferred date remain subject to confirmation. If we cannot verify the route, please contact us to arrange your purchase.
Collection
Collection is not available online. Please contact us to discuss availability, price and collection arrangements.
Full-service delivery
All online delivery orders include our Complete Care Installation Service: unpacking, fitting and installation, packaging recycling, testing and a friendly demonstration. Select whether you need an old appliance disconnected, removed and recycled. Any eligible refrigeration recycling saving is shown in your total before payment.
Delivery in the original packaging only and unpacking-only services are not available online. Installation is subject to suitability and safe access at your property.
Why additional mileage is charged
Delivering to a home 25 miles away means a 50-mile round trip. These costs mean longer journeys need an additional charge, while orders of two or more appliances benefit from the extended 25-mile allowance.
Arranging your delivery
Deliveries run from 9am to 5:30pm on Monday, Tuesday, Thursday and Friday. When a bank holiday falls on a normal delivery day, Wednesday and occasionally Saturday deliveries may be available by arrangement. Please contact us to arrange this.
Same-day or next-day delivery may be available on Monday, Tuesday, Thursday or Friday, depending on when your order is placed, whether we’re already at full capacity for deliveries that day and whether we have deliveries planned in your area. We’ll confirm what we can offer.
Before payment, you must select a preferred delivery date. You can also choose an optional, different next-best date. Both must be on our delivery days and are subject to availability, existing bookings and bank holidays. We’ll contact you if your preferred date isn’t possible, so we can arrange an alternative.
Preferred dates are requests, not confirmed bookings. We’ll contact you if your selected date isn’t possible. Please tell us about steps, restricted access, parking, appliance dimensions and installation requirements so we can check suitability.
View delivery information and the area guide · Phone 01228 526590
Nothing in this policy limits your consumer rights.
Refunds, returns, cancellations & faulty goods
Changed your mind after a distance purchase?
For an eligible consumer purchase agreed online or by telephone, tell us you wish to cancel within 14 days after the day you receive the appliance. You then have a further 14 days to return it. Email or call us using the contact details below; a clear statement that you wish to cancel is enough.
You may inspect the appliance as you would in a shop. Handling beyond what is needed to check its nature, characteristics and operation may reduce the refund if it reduces the appliance’s value. Opening packaging alone does not remove your cancellation rights.
We refund the purchase price and the standard outward delivery charge. Where you return the appliance, we refund within 14 days of receiving it or evidence that you have sent it back, whichever is earlier. If we have offered to collect it, we refund within 14 days of being told you wish to cancel. If you chose a more expensive delivery option, only the extra cost above standard delivery is excluded. Refunds use the original payment method unless otherwise agreed, without a refund fee.
Change-of-mind returns — £40 collection fee
If you change your mind and would like us to collect your appliance, a £40 fee, including VAT, applies. This includes safe disconnection or uninstallation where required and covers our team’s time, labour, fuel and vehicle costs.
We’ll waive this fee if you choose to swap or upgrade to another appliance purchased from us.
For online and telephone purchases, this return cost must be disclosed before you buy. It applies when we collect the appliance; it is not a cancellation or restocking fee. You are not responsible for return costs that were not properly disclosed.
Removing packaging, plugging in or briefly testing an appliance does not automatically remove your cancellation rights or justify a deduction. Handling beyond what is reasonably needed to inspect it may lead to a deduction only for an actual reduction in its value, where legally permitted.
The £40 fee applies to change-of-mind returns only. It does not apply to collection or other costs we must bear for faulty, misdescribed or otherwise non-conforming goods. Please contact us to arrange a safe return. Your statutory rights are unaffected.
Purchases agreed in store
The automatic distance-selling change-of-mind cancellation period does not apply to a purchase agreed in store. Please speak to us if your circumstances change. Your rights for faulty or misdescribed goods still apply.
Faults or a problem with your appliance
Contact us with your model, proof of purchase and a description of the problem. Your legal rights include remedies for goods that are faulty, not as described or not fit for purpose. The appropriate remedy depends on the circumstances and may include a refund, repair or replacement. Manufacturer guarantees are additional to these rights and do not replace our responsibilities as your retailer.
How to contact us
Email info@garyetheridgeappliances.co.uk, phone 01228 526590, or write to Gary Etheridge Domestic Appliances Limited, 114–116 Botchergate, Carlisle, CA1 1SH.
Cancellation form — optional to use
To Gary Etheridge Domestic Appliances Limited: I give notice that I wish to cancel my purchase of [appliance/model]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Address: [address]. Order reference, if available: [reference]. Date: [date]. Signature (only if sent on paper): [signature].
Ordering & secure payments
Submitting an enquiry or saving an appliance in your basket does not place an order, reserve stock or take payment. Review your appliances, contact details, services, delivery choices and full total, then submit your order request. Gary must approve stock and your agreed delivery date before payment becomes available. If your preferred date is unavailable, we agree another date by phone or email you an alternative date offer. After approval, pay securely online with Dojo. Stock and prices are checked again before payment begins, and the sale and receipt are recorded only after payment has been verified. Collection is arranged with our team and paid for in person. Earlier approved order requests retain their existing payment-link process.
We accept cash, debit and credit cards, and cheques. Secure online payments are available for eligible delivery orders. For collection, please pay in person; if paying by card, bring your card with you.
Secure card payments with Dojo
The payment methods available for your order are shown on Dojo’s payment page.
Dojo processes our online card payments. The payment button takes you to Dojo’s hosted payment page to enter your card details. Payment information is encrypted in transit; Dojo states that its payment-card environments comply with PCI DSS and that it is assessed annually as a Level 1 service provider.
Our website does not store your full card number or security code. We retain the order details, payment reference and payment status needed to confirm your purchase, provide your receipt and manage refunds. Your bank may ask you to approve the payment.
Never send card numbers or security codes through our enquiry forms, email or social messages. If you are unsure whether a payment request came from us, phone 01228 526590. Dojo’s privacy and security information.
Orders placed through Euronics are handled through its separate website. Please check the seller details and terms shown there before ordering.
Manufacturer guarantees vary by model and may require registration within a specified period. Check the product’s terms, keep your receipt and complete any required registration. A parts-only guarantee is not the same as parts-and-labour cover. Your statutory consumer rights are unaffected.
Old-appliance recycling (WEEE)
Collection with your delivery
Our Complete Care Installation Service includes removal and recycling of your old appliance when we deliver its replacement. Tell us at checkout which old appliances you need disconnected, removed and recycled so we can plan the collection.
Why electricals need separate recycling
Electrical appliances contain useful materials that can be recovered, as well as substances that can harm people and the environment if disposed of incorrectly. Keeping waste electrical and electronic equipment (WEEE) separate from household rubbish helps prevent pollution and recover those materials.
The crossed-out wheelie-bin symbol means an electrical product must not go in your general household waste. Arrange appropriate electrical recycling instead. A working appliance may be suitable for safe reuse or donation; check with the receiving organisation first.
Help & complaints
If something is not right, please contact our team on 01228 526590 or info@garyetheridgeappliances.co.uk. Include your name, appliance model, order or enquiry reference if available, and what you would like us to put right.
We will look into the issue and discuss the next steps with you. If you have not heard from us within 24 hours, please phone. You can also write to Gary Etheridge Domestic Appliances Limited, 114–116 Botchergate, Carlisle, CA1 1SH. If you remain unhappy, ask for your complaint to be reviewed by the business owner.
For independent consumer guidance, visit Citizens Advice. Privacy concerns can also be raised with the ICO, as explained in our privacy policy.
Terms & Conditions
Your seller is Gary Etheridge Domestic Appliances Limited, trading as Gary Etheridge Domestic Appliances. Registered in England and Wales, company number 05455473. VAT registration number: 865484287.
Registered office: 6 Brunswick Street, Carlisle, Cumbria, CA1 1PN. Our showroom and customer correspondence address is 114–116 Botchergate, Carlisle, CA1 1SH. Phone 01228 526590 or email info@garyetheridgeappliances.co.uk.
Buying from us
These sales terms include the ordering and payment information, delivery and installation terms, and refund and cancellation policy on this page. They apply to purchases made directly from us. An enquiry or saved basket does not place an order or take payment.
Our appliance checkout lets you submit an order request. Gary checks stock and agrees your delivery date before approval. Once approved, pay securely through Dojo from your order page. Reaching checkout or reviewing your order does not confirm payment. We record the sale and send your receipt only after payment is verified. All online prices are in pounds sterling (GBP) and include VAT; any extra delivery charge is shown separately and included in your total before payment. You can edit your details before continuing.
Approved order requests have a 24-hour payment window. Approval does not confirm payment, reserve stock or issue a sales receipt.
Dojo collects your card details on its secure hosted payment page. A payment is confirmed only after verification with Dojo. We email a digital receipt after successful payment. Please contact us if you need help with a payment or receipt.
Your preferred delivery dates are requests. We contact you to confirm delivery arrangements. Payment must be received before delivery. Installation depends on safe access and suitable connections. Collection and boxed delivery must be arranged with our team and are not available through online checkout.
Delivery and installation terms · Refunds, returns and cancellation rights · Ordering and payment information · Contact us about a problem.
Manufacturer guarantees are additional to your statutory rights. Nothing in these terms limits your consumer rights.
Privacy policy
Gary Etheridge Domestic Appliances Limited, 114–116 Botchergate, Carlisle, Cumbria, CA1 1SH, is responsible for the customer information described here. Contact info@garyetheridgeappliances.co.uk or 01228 526590 with a privacy question or request.
Information you give us
When you enquire or arrange a purchase, we receive the details you provide: your name, phone number, email address, address or postcode, appliance choices, requested services and message. Please only include information needed for your enquiry, and never send card numbers or security codes through a form or email.
How we use it
We use these details to answer your questions, confirm prices and availability, arrange orders and services, and provide after-sales support. Processing needed to arrange or fulfil a purchase is based on taking steps at your request before a contract, or performing that contract. We also use information for our legitimate interests in answering general enquiries, keeping the website secure and resolving problems. Where required, we keep records to meet legal obligations.
Where your enquiry goes
Submitting a form creates a record in our website database and an email notification sent through Resend to our team’s inboxes. Email delivery records can also contain your message. This means information is stored even if we do not add you to a separate customer mailing list. Sending an enquiry does not subscribe you to marketing.
Our website hosting and database services (ChatGPT Sites and Cloudflare), Resend and our email providers process information needed to operate these services. Relevant details may also be shared where needed to fulfil a requested delivery, installation, warranty or payment service, or when the law requires it. We do not sell enquiry details.
Some service providers process data outside the UK. Resend describes its UK transfer safeguards in its data processing agreement. You can contact us for information about the providers and safeguards relevant to your enquiry.
Delivery distance checks
To calculate a delivery quote, we send your postcode to Postcodes.io to find its location, then send that location and our Carlisle shop coordinates to the OSRM routing service operated by FOSSGIS using OpenStreetMap data. We do not send your name, phone number, email or full home address to these services. The quote uses the one-way road distance to the postcode location, which may cover several properties. Successful postcode routes are cached for up to six hours to limit repeat requests; the delivery charge is calculated for your current basket and retained in the order record. The routing provider may log route requests. If a route cannot be verified, we ask you to try again or contact the shop instead of assuming delivery is free. Routing service and privacy information.
Delivery map
The delivery radius finder opens Google Maps with CA1 1SH as the starting point and the postcode or house name you enter as the destination. Your destination is shared with Google when you select the route button; we do not save the finder’s input. When you open our delivery area map, your browser loads map tiles from OpenStreetMap and shares the connection information needed to display them, including your IP address and browser details. We do not request your device location. Read the OpenStreetMap Foundation privacy policy for information about that service.
Optional customer accounts and community
When you choose to create an account, Clerk manages sign-in, email verification and your account profile, including an optional profile photo. Our website stores your Clerk user identifier, saved appliances and basket, optional checkout name, phone and address, community name, game personal best and update times so you can use them across devices. Saving a delivery address is optional. Choose “Use saved details” at checkout and check the details before placing your order. You can remove saved checkout details in Your details, and add or remove your account photo.
The community chat is visible to signed-in customers. Posts show the community name chosen by their author, the message and time, and a shop-team label for authorised moderators. Addresses, phone numbers, email addresses and account photos are not displayed in chat. Do not post personal order or payment details. Your game best is private unless you choose to share a score as a message. We store community messages, reports and moderation decisions; shop moderators can review reported messages, hide posts and pause posting. You can remove your own message text. Changing your community name only changes the name on new messages.
Signing in does not subscribe you to marketing, reserve stock or place an order. Contact us to request deletion of saved account data or community data associated with your account. Removing saved checkout details does not remove records we need for an order you have already placed.
Online orders and payments
When you order online, we store your contact and delivery details, appliance choices, requested services, dates and order totals to fulfil your purchase and provide after-sales support. We send the details needed to create and process your payment to Dojo, which operates the secure payment page. We receive payment references and status updates, but our website does not store your full card number or security code. Order and delivery records are held in our website database and connected stock and sales records, and receipts are sent by email. This processing is needed to perform your purchase contract and meet record-keeping obligations. Read Dojo’s privacy information.
Keeping information
Enquiries, email copies and associated delivery records are retained in our systems; submitting a form does not automatically delete them after the email is sent. The appropriate retention period depends on whether an enquiry becomes an order, any ongoing service or complaint, and record-keeping obligations. Contact us to ask what we hold or request deletion. We may need to retain some records for an ongoing order, a legal obligation or a dispute, and will explain this if it applies.
Your choices and rights
Depending on the circumstances, you can ask to access, correct or erase your information, restrict its use, object to processing based on legitimate interests, or receive a portable copy. Where processing relies on consent, you can withdraw that consent. We may need to verify your identity before responding. Contact us using the details above. You can also complain to the Information Commissioner’s Office (ICO).
Customer chat
Our private chat stores your name, messages and any email address you choose to provide so our authorised shop team can respond to your enquiry. A secure essential cookie reconnects this browser to your conversation for up to 30 days. Chat records become inaccessible after 30 days and are cleared when new conversations are created. All messages appear in our private staff chat inbox for the shop team to reply. Customer messages, names and any provided email address are also emailed to Gary and Alex so enquiries are not missed. Shop-team replies appear in your chat and are also emailed to you if you provided an address. Automated assistant answers are not emailed. If you reply by email, it goes to the shop inbox rather than appearing automatically in the chat. Email copies are retained separately from the website chat. Please do not include card details or sensitive personal information.
Automated replies are labelled. When AI answers are enabled, your question and relevant public website information are processed by OpenAI to prepare an answer. The assistant cannot access your private orders or take payments. The shop team can reply in the same conversation, and you can ask them a question at any time. Contact info@garyetheridgeappliances.co.uk about your chat information.