Delivery, returns and warranty
Alfa Appliances Ltd, 105 Stoke Newington High Street, London N16 0PH. Company no. 14996565. VAT no. GB 444 4353 02.
Contact us on WhatsApp, by phone on 020 7923 4080 or by email at alfaappliancesltd@gmail.com. Please include your order number. Nothing on this page takes away your legal rights as a consumer.
Delivery
| Option | When | Price |
|---|---|---|
| Standard delivery | Any time 9am–6pm: within 4 working days for in-stock items, within 7 working days for items we order in for you | Free |
| Standard delivery, 4-hour slot | A 4-hour window you choose, on the same timescale | £19.99 |
| Next-day delivery (in-stock items only) | Any time 9am–6pm the next working day | £19.99 |
| Next-day delivery, 4-hour slot (in-stock items only) | A 4-hour window you choose, the next working day | £29.99 |
| Range cookers and American fridge freezers | Any of the options above | £29.99 fixed, one charge per order |
Each product page says whether the appliance is in stock with us or ordered in for you from our supplier. If your order includes anything ordered in, the whole order is delivered together within 7 working days.
- Unboxing. Free unboxing and packaging taken away on every delivery, at no extra cost, whether or not you choose installation. American fridge freezers are the exception: they’re delivered in their box and we don’t unbox them.
- Delivery days. Monday to Saturday. We don’t deliver on Sundays or bank holidays. “Working days” means Monday to Saturday, excluding bank holidays.
- Order cut-off. Orders placed after 6pm count as the next day’s orders, and the delivery timescale starts from then.
- Next-day delivery is offered when our vans are visiting your area the next day. If it isn’t available for your postcode, checkout won’t offer it.
- You choose your delivery day at checkout, from the days our vans visit your area, plus a 4-hour slot if you’d like one. Your booking confirmation and VAT receipt are emailed to you as soon as you pay. If we ever expect to miss your day or slot, we’ll tell you as soon as we can and offer another date.
Where we deliver
We deliver with our own vans and team across our local London area: most N, NW, E, IG, RM, EN, WC and EC postcodes and parts of SE. We don’t currently deliver to SW or W postcodes. Checkout checks your postcode before you pay.
Getting ready for delivery
Please make sure the appliance will fit its space (height, width and depth, plus room for doors, hoses and ventilation) and that it can get from the street to the room: doorways, hallways, stairs, turns and lifts. Tell us about parking permits, entry codes or concierge rules in advance. If our team decides on the day that the appliance can’t be delivered safely or won’t fit through the access route, we may not be able to complete the delivery.
Flats and stairs. Tell us at checkout which floor the appliance is going to and whether there is a lift. If there’s no lift, carrying the appliance up or down stairs costs £24.99 per appliance per flight of stairs (a basement counts as one flight), added at checkout. Without a lift we deliver up to the 4th floor. American fridge freezers and range cookers are delivered to the ground floor, or to a floor with a lift that fits them, only.
Photos of the access. If there are stairs, narrow doorways, tight turns or a fitted space, please WhatsApp us photos of the full route (entrance, hallways, stairs, doorways) and the space, plus the old appliance if we’re taking it away. We’ll confirm before delivery day whether it will go in.
Our right to refuse. Our team will not carry or install an appliance if, on arrival, they judge it unsafe or it won’t fit through the access route or into the space. If the access, floor or space is harder than described at checkout, or differs from the photos you sent, the delivery counts as a failed delivery and the failed delivery fee below applies.
If nobody is in
- Someone aged 18 or over must be at the address to receive the delivery.
- If nobody is in, we’ll try to reach you on WhatsApp and wait a short time. If we still can’t deliver, we’ll message you to rebook.
- If a delivery fails because nobody was in, because of access or measurement problems, or because the address was wrong, a failed delivery fee of £19.99 applies. We’ll tell you before rebooking.
- If you don’t rebook within 14 days, we may cancel the order and refund what you paid, less our reasonable costs of the failed delivery, which we’ll explain.
Checking your appliance
Please look over the appliance and packaging before our team leaves and tell them about any damage. If you notice damage later, message us with photos within 48 hours. Reporting quickly helps us sort it out fast and doesn’t affect your legal rights.
Installation and removal of your old appliance
These are optional extras, chosen on the product page or in your basket.
| Extra | For | Price |
|---|---|---|
| Installation (includes disconnecting your old one) | Freestanding washing machines, washer dryers and dishwashers | £24.99 |
| Connection (includes disconnecting your old one) | Freestanding fridge freezers | £9.99 |
| Integrated installation (includes taking out your old one) | Integrated washing machines, washer dryers, fridge freezers and microwaves | £124.99 |
| Electric cooker connection, replacing your old cooker | Electric cookers | £69.99 |
| Electric cooker connection, empty space | Electric cookers | £89.99 |
| Take away your old appliance | Freestanding and built-in appliances | £19.99 |
| Take away your old fridge freezer | Freestanding fridge freezers | £24.99 |
| Take away your old American fridge freezer or range cooker | American fridge freezers and range cookers | £49.99 |
| Take away your old integrated appliance | Integrated appliances | £24.99 |
Offer: Installation + removal bundle for £39.99; Integrated installation + removal bundle for £119.99, on orders placed by 31 December 2026. The bundle price is applied automatically when you choose both extras for the same appliance.
Installation means connecting your new appliance to existing, suitable connections in good condition (a standard plug socket, and cold water supply and waste for washing machines and dishwashers), fitting it into the space, levelling it, removing transit bolts and checking it works. Disconnecting your old appliance is included. Integrated installation also means fitting it into your existing kitchen housing and refitting your existing cabinet door; the housing must suit the new appliance’s size.
Fridge freezer connection means putting your new fridge freezer in place, levelling it and switching it on at an existing socket, and unplugging your old one. Fridge freezers usually need to stand for a few hours before you switch them on after moving; our team will tell you how long for your model.
Electric cooker connection connects your new electric cooker to an existing cooker point (a cooker outlet or cooker connection unit) that is already there and in good condition. “Replacing your old cooker” includes disconnecting the old electric cooker. “Empty space” is for when there’s no cooker there now; the cooker point must still already be there.
Installation doesn’t include plumbing or electrical alterations (new or moved pipes, valves, waste points, sockets, cooker points or wiring), new circuits, or any gas work. We don’t currently connect or disconnect gas appliances, hobs or cooker hoods; for gas you’ll need a Gas Safe registered engineer. If existing connections are unsafe, damaged or unsuitable, we won’t connect the appliance and will leave it with you. The installation fee still applies in this case, because our team has attended and checked the connections. Please check your connections before ordering installation, and send us photos if you’re unsure.
Removal of your old appliance means taking it away on the day for responsible recycling. Removal is like for like: we take away one old appliance of the same type as the new one we deliver (for example, an old washing machine when you buy a washing machine).
- The old appliance must be disconnected and on the ground floor (or on the same floor as the delivery, with the stairs charge paid), empty, clean, defrosted (fridges and freezers) and drained (washing machines and dishwashers). If you’ve booked our installation, integrated installation or electric cooker connection, we disconnect it for you.
- An old integrated appliance must already be out of its housing, unless you’ve booked our integrated installation.
- We never disconnect gas appliances. Anything else that’s hard-wired must already be disconnected unless you’ve booked our electric cooker connection for it.
- If the old appliance is a different type or size (for example, an American fridge freezer being replaced by a standard one), you must tell us when you order. We’ll confirm whether we can take it and quote any difference before delivery day. If it wasn’t declared, our team may not take it.
Recycling your old appliance (WEEE). When you buy a new appliance from us, you can bring your old one of the same type to our shop at 105 Stoke Newington High Street, N16 0PH and we’ll take it back free of charge for recycling. Please keep your receipt as proof of purchase. If you’d rather we collect it from your home, that’s our paid removal service above.
Changing your mind (online orders)
If you ordered online or by WhatsApp, you can cancel without giving a reason from placing your order until 30 days after delivery. The law gives you 14 days; we give you 30, on the same terms. Tell us clearly by WhatsApp or email, with your name, address and order number. You can use the form below, but you don’t have to.
- Return the appliance, or make it available for us to collect, within 14 days of telling us. You pay the cost of returning it. Please keep it clean and, where possible, in its packaging.
- We refund the price of the appliance and standard delivery. The extra you paid for a 4-hour slot or next-day delivery isn’t refunded.
- We refund within 14 days of receiving the appliance back (or proof you sent it, if sooner), to your original payment method, with no refund fee.
- You can inspect the appliance as you would in a shop. Please check its size, connections and access before you buy. An appliance that has been installed or used can’t be sold as new, so if it has been installed or used, we refund up to 50% of the appliance price, depending on its condition. If it is damaged, marked or missing parts, we may reduce your refund further to reflect its loss in value.
Services are not refunded once done. Carrying upstairs, installation, connection and removal of your old appliance are services. When you choose any of them, you ask us at checkout to carry them out on delivery, within your cancellation period, and you agree that once a service has been done you can no longer cancel it. Those charges aren’t refunded if you then return the appliance. If you cancel before we’ve done a service, we refund it in full.
If you’d like us to collect it. Our collection charges, per appliance, are taken off your refund:
| Charge | For | Price |
|---|---|---|
| Collection | Any appliance that’s already disconnected (including electric cookers), and gas cookers, hobs and cooker hoods, easy to reach and undamaged | £39.99 |
| Collection | American fridge freezers and range cookers (range cookers must already be disconnected) | £49.99 |
| Collection, including disconnection | Electric cookers still connected (for example, one we installed) | £49.99 |
| Disconnection, if it’s still plumbed in | Washing machines, washer dryers and dishwashers | + £29.99 |
| Carrying it back down stairs, with no lift | Any appliance above or below the ground floor | + £24.99 per flight of stairs |
- Fridges and freezers must be unplugged, emptied and defrosted before we arrive. There’s no disconnection charge for these.
- Washing machines, washer dryers and dishwashers must be drained. If you disconnect it yourself before we arrive, there’s no disconnection charge.
- We don’t install or disconnect range cookers, so a range cooker must already be disconnected before we can collect it.
- We don’t install or disconnect gas cookers, hobs or cooker hoods. If yours has been installed, we’ll still take it back, but it must first be disconnected and taken out (by a Gas Safe registered engineer for anything gas), at your cost. The installed-or-used refund above then applies.
- Your appliance must be easy to reach, and the same access rules apply as for delivery. If it’s damaged, we may reduce your refund as explained above. If we can’t collect because nobody is in or it isn’t ready, the failed delivery fee applies.
Cancellation form. To Alfa Appliances Ltd, 105 Stoke Newington High Street, London N16 0PH: I cancel my contract of sale of the following goods: [appliance]. Ordered on [date] / received on [date]. Order number [number]. Name, address, date.
If your appliance is faulty
Under the Consumer Rights Act 2015, your appliance must be of satisfactory quality, fit for purpose and as described, and if we install it, it must be installed correctly.
- Within 30 days of delivery you can reject a faulty appliance for a full refund. We’ll collect it free.
- After 30 days, or if you prefer, we’ll repair or replace it at no cost to you.
- If a repair or replacement doesn’t fix it, you can choose a price reduction or a refund. After six months we may deduct a fair amount for the use you’ve had.
- Faults that appear within six months are assumed to have been there from the start unless we can show otherwise.
Send us photos or a short video, your order number and a description. We may need an engineer to check the appliance first.
Guarantees
Manufacturer’s guarantee. Every new appliance comes with its manufacturer’s guarantee, shown on the product page. Some brands ask you to register the appliance to get the full or extended guarantee, so please do this soon after delivery.
Our workmanship guarantee. If a problem is caused by the way we installed your appliance, we’ll put it right at no cost for 30 days from installation.
Guarantees don’t cover misuse, accidents, work by others, faults in your home’s plumbing, electrics or gas, normal wear and tear, cosmetic damage not reported promptly, commercial use, or blockages from foreign objects, limescale or the wrong detergent. None of this limits your legal rights.
Complaints
If you’re not happy, message us and we’ll do our best to put it right. For free, independent advice, contact Citizens Advice (citizensadvice.org.uk).