Terms and Conditions


Last Amended Nov 2023

Please read carefully as these terms and conditions apply to all purchases whether agreed in store, via phone, text, fax, email or website each time a purchase is made General. We trade as Carters Domestic Appliances which is a wholly owned division of CDA Southern Limited a company registered in England and Wales 3373337) and a partnership between directors depending on each store. Our registered office is 6 Robell Way, Storrington, West Sussex RH203DW We are contactable by phone 01273-628618 or by writing to us at sales@cartersdirect.co.uk or by post to our registered address.


All prices are shown in £ sterling and include VAT. Advertised prices can change at any time. The current correct price is that displayed on our cartersdirect.co.uk website at the time we receive your order, except in the instance where an error has occurred with the price shown on the website. Please note that prices may go up or down on a daily basis. When placing an order you are purchasing the item(s) at the price(s) shown at that time. In the event that an error is discovered with the price of any products you have ordered you can cancel or amend your order. A refund or additional payment will then be processed before delivery. In the event that we are unable to contact you we will cancel the order and refund you any sums you have paid.


Payment must be made before delivery. Payment must be made in Pounds sterling. This can be made by most major credit cards (except Diners Club cards). We also accept any debit card and PayPal. Payments made by cheque are not confirmed and processed as orders until bank clearance has been received. Full payment for your products is taken when a new order is created (only applicable to non-finance purchases). Payment by cash is accepted up to the limits imposed from time to time by the Money Laundering Rules and Regulations.


All products are subject to availability and may be changed at any time. If an order cannot be fulfilled you will be offered an alternative or given a full refund. If an order is received for a discontinued product we will automatically provide you with the up-to-date equivalent, providing it is available and the same price as the discontinued model. If this is not the case we will contact you. Deliveries. Morning deliveries are to be regarded as being from 7.30am to 1.00pm. Afternoon deliveries are from 12.00 noon onwards. Please remember that complications at other addresses may affect delivery times on the day. All orders in excess of £150 include free delivery to anywhere within the BN, RH GU(6,8 &28) plus PO(18-22) postcodes. Customers outside these areas must contact us by email at brighton@cartersdirect.co.uk or phone 01273-628618option 1 before delivery can be arranged and any cost agreed. Customers outside these designated areas that do not contact us prior to delivery may be charged for the delivery depending on the goods supplied and the location of the delivery. It is our normal policy for goods paid for by a card to be delivered to the registered address of the cardholder. However, in certain circumstances and solely at our own discretion, deliveries may be made to a different address. We will contact you and provide a specific delivery date as soon as the goods are ready for delivery. This will be within 30 days of the date of the order. All appliances must be signed for on delivery by a person over the age of 18. If a prearranged delivery fails due to there being no one at the address to sign for the goods, the customer may be liable to pay a failed delivery charge which will depend upon the size and weight of the item.

Items that are not in stock (especially cooker hoods) have to be specially ordered & are not returnable. Please check compatibility before ordering or call us on 01273 628618 option 1 for further assistance


When supplying an appliance dependent upon a water supply, the Customer must ensure water feed pipes and valves, plus waste outlets and electric points, are fully accessible and within 1metre of either side of the appliance. Water shut off values must be in working order. Our standard service charge does not cover the cost of any necessary plumbing or electrical works. Minor plumbing work, such as blanking caps, will be chargeable should they be required. A qualified workman under instruction of the customer should be used to complete the installation of an appliance if it is not possible to do so through faulty electrical or plumbing supplies. There will be an additional charge in this situation if we are asked to return to connect. We will not connect any appliances in a bathroom or shower room. Our normal local connection service to freestanding non gas products over £150 is subject to compatible plumbing and electrical services. We will not be involved in any alterations or providing additional equipment of any kind especially involving carpentry or specialist electrician or plumbing expertise. This connection service will not be completed if we experience extreme difficulties. Please ensure you have correctly measured the space for your new appliance. Large heavy items require us to use trolleys. The route should be measured by the customer to ensure that there is sufficient room to man oeuvre the new appliance up steps, around the garden, through doors and corridors giving consideration to banisters and other obstructions. We expect you to have any special floor coverings you may require in place. Delicate items or obstructions should be removed. Vinyl or soft flooring should be protected. Although we will always take reasonable care we will not accept any claims for damage that may occur to your unprotected flooring. We reserve the right to refuse to disconnect and/or reconnect as a standard service, should it be deemed to place the customer, the property or our staff at risk in any way. In these instances any standard service charge will be refunded in full and a suitable specialist recommended. Please ensure that the appliances delivered are in perfect order. Damaged goods should not be accepted. The connection or installation of an appliance is deemed to be an acceptance of that appliance. It is recommended that refrigeration products should stand for at least 4 hours prior to connection. Refrigeration products must be used in a normal domestic environment. The manufacturer’s warranty will be considered invalid if the unit is housed in an unheated outhouse or when the temperature is less than 10C or more than 30C. Old appliance(s), to be removed must be disconnected from all services and emptied prior to our arrival. If this has not been undertaken beforehand then we will only proceed with the disconnection strictly under your instruction and at your own risk. These appliances will be removed at the rate applicable at the time of ordering and be undertaken on the basis of one for one at the time of delivering your new appliance. We will not return to collect old appliances at a future date. Installation and removal charges may vary from time to time. It is recommended that all customers should read the instruction booklets normally supplied by manufacturers before operating a new appliance. Whilst we take pride and care when carrying out deliveries we will not be held liable for any accidental damage however caused.

Please note for built in / integrated appliances we use a 3rd party installer

Damaged and Faulty Goods.

We will supply products that are in conformance with this contract. Nothing in these terms will affect your legal rights. If you discover that the products which you have received are faulty, you should notify us immediately. You have the right to a full refund if a significant fault is discovered within 28 days of delivery.

Unwanted Products.

Customers purchasing under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 have the right to cancel their order within 14 days after receipt of the products, without giving a reason. All cancellations must be made in writing by post to our registered office or by email to brighton@cartersdirect.co.uk. Customers outside this legislation will be charged a restocking fee to cover Bank or credit/debit card fees. Goods can only be accepted with our agreement back into stock and be in perfect condition. Customers have the choice of returning the products via their own means or requesting that we collect them. We will charge £50 per item or £100 for a Range Cookers or American Fridge Freezer. We may choose to reduce the collection charge if you are purchasing another product from us. Our collection service is restricted to the BN, RH GU(6,8 &28) plus PO(18-22) postcodes. A duty of care applies to all customers while the products are in their possession. We reserve the right to charge for any damage or missing components. The installation of the products will have diminished the value of the products. If we do refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. We will make any refunds due to you as soon as possible and within 14 days of the cancellation date.

Additional Services.

If requested we will collect old appliances for recycling on a like-for-like basis when we deliver your new item(s). We make a charge for this service to cover collection and transportation.

Accuracy of Product Information.

All product information shown on the website is believed to be correct and accurate. However we regret that we cannot be held responsible for any errors or omissions.

Images of products on the Site are for illustrative purposes only. Whilst the Seller tries to ensure all images and colours are correct, it can't guarantee that all the images will accurately reflect the true design and colour of the product(s) delivered to you. Please be aware that colours may differ between manufacturers, and between similar product(s) within a range.

Features requiring any additional devices to enable, such as WiFi enabled, or 'Smart' technology may be device specific. Please check your device is compatible and meets the specified minimum requirements before purchase.

Product dimensions as advertised on the Site are for reference only and are supplied by manufacturers. The dimensions may not include handles and other protruding parts of the products overall size. It is your responsibility to measure the space where an appliance is to be situated in order to confirm it will fit, including these protruding parts.

Data Security.

We will use the personal information you provide to us: to supply the products to you; to process your payment for the products; to identify you in the future should you need to contact us regarding your purchase; to notify you in the unlikely event of a manufacturer's safety notice or product recall; We will comply with the General Data Protection Regulations 2018 and any other applicable data protection laws in the UK when processing any personal data which you provide.

Guarantees and Extended Warranties.

All items carry a minimum 12 months parts and labour guarantee issued by the manufacturer which is subject to provisions that the appliance:

Has been used solely for domestic purposes and is on domestic premises; i.e. not for commercial or trade use.

Has been used solely in accordance with the instruction book.

Has not been subject to misuse, accident, modified or repaired by anyone other than the manufacturer's service engineers.

Any appliance which has a guarantee over 12 months must be registered within 28 days of receipt to qualify for any additional years' cover

We offer extended warranties which cover parts and labour which can be purchased through our cartersdirect.co.uk website, instore or over the telephone.

If your appliance has developed a fault within this warranty period, you'll be able to book a repair visit. To do so, you'll need to contact the manufacturer and provide them with: Your Carters sales order invoice (speak to us if you don't have this! 01273 628618 option 1) The serial number of your appliance - often located on a label/sticker found inside, or on the door seal of, the appliance

Governing Law.

These terms are governed by the laws of England and Wales and any dispute or claim arising in connection with these terms or the contract between us shall be dealt with by the courts of England and Wales.


We take all complaints very seriously. If you have a cause for complaint then please contact us as soon as possible to give us the opportunity to resolve matters. We are contactable by phone 01273 628618 press option 1 or by writing to us at sales@cartersdirect.co.uk or by post to our registered address.

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to register a complaint with the Information Commissioner's Office.
Find out more at ico.org.uk/make-a-complaint