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Delivery and Returns

Changed your mind before delivery

• If you change your mind about your order before you have it delivered, please call our customer services team on 0845 11 22 247.  It's best to do this by 2pm the day before your order is due to be delivered, otherwise you may be liable for collection charges.  See below for more details.

Changed your mind after delivery

• If you are not completely satisfied with your purchase you may return it under the Consumer Protection (Distance Selling) Regulations 2000, within 7 working days of delivery for an exchange or refund less any collection charges we may incur. Please note the following points must be observed:
  
  
• The product must not have been installed or used.
  
  
• Whilst the product(s) are in your possession you have a duty to take reasonable care of these. (We reserve the right to charge you for any damage that may have occurred whilst the goods have been in your possession.)
  
  
• Products are to be returned at your expense (unless the item purchased was damaged or faulty when you received it).
  
  
• Should you wish, we can arrange the safe return of your goods provided they have not been installed or used. The collection charges are as follows:
  
  
  • Royal Mail Items £5.00 including VAT
    (For example energy monitor, Light bulb)
    
    
  • Microwaves £35.00 including VAT
    
    
  • Standard Domestic Appliance £50.00 including VAT
    (For example: Washing Machine, Dishwasher)
    
    
  • Large Domestic Appliance £70.00 including VAT
    (For example, American Style Fridge Freezer, Range Cooker)
    
    
  • Collection charges may vary for products sourced direct from the manufacturer, please contact us for more information.

All products are checked on return to our warehouse. In the event of the product having been used a full refund will not be issued. If in the event an accessory is missing, the charges for accessories are as follows:

• Remote control £40 including VAT
  
  
• Instruction book/manual £10 including VAT
  
  
• Washing machine pipes £20 including VAT
  
  
• We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.
  
  
• Any applicable deductions, such as collection charges will be deducted from the refund amount due.
  
  
• In the case where products have been returned because they are defective or damaged, we shall happily meet the costs of returning the products.
  
  
• To discuss the return of a product under the Consumer Protection (Distance Selling) Regulations 2000, please contact us on 0845 11 22 247 or by email on customerservices@iguanadirect.co.uk

Refund of Payment

• If you do cancel your order, your payment (less any applicable charges) will be returned to you at the latest within 30 days.

Delivery is free to the ground floor of any mainland UK address. If you require delivery outside of mainland UK then please contact us for advice.

We will do our utmost to get your order delivered to where you want it as quickly as possible.
Delivery companies acting as our agents will always take the up most care whilst delivering appliances to our customer homes . In certain circumstances however delivery crews may evaluate the risk of damage to the customers property. This could be due to restricted access , space, some times of flooring, narrow door ways and thresholds etc. In these circumstances the customer has the right to reject the delivery. Should the customer ask the delivery crew to undertake the delivery they may wish to accept that some damage may occur to their property or appliance. In these circumstances the delivery crews will ask the customer to waive any liability to damages to their property or appliance and is undertaken at the customers own risk.
Where damage to a customers property occurs during the course of a normal delivery this should be detailed on the drivers copy of the delivery note.
Please note, however, that many kitchen appliances are particularly large and bulky. It may not be possible or practical to deliver them to some locations (e.g. high rise properties with inadequate lifts - or no lifts at all). This is why we ask you to discuss with us first any requirements for delivery to other than the ground floor with unrestricted access before placing an order.

Because it is so important to us that you will be completely satisfied with your order when it arrives, we ask you to inspect all appliances delivered immediately upon arrival, just in case any damage has been caused in transit or there is some other reason why you are not entirely happy with them. The manufacturers are perfectly willing to take back and replace damaged or defective goods, but are understandably less willing to do so where there has been a delay between delivery and inspection. If you are not ready to take delivery (e.g. you may be away on holiday... or the premises to which the appliances are to be delivered is new and has not yet been handed over by the builders), please let us know when delivery will be convenient so that we can give you the best opportunity to inspect them upon arrival.

If the goods are damaged, it is important that you refuse delivery, mark the delivery note accordingly and advise us on 0845 11 22 247 or by email on customerservices@iguanadirect.co.uk. A replacement will then be ordered for you.

We cannot accept liability for items that were not inspected at the time of delivery and which are later found to be damaged.

Finally, it is equally important that you do not try to anticipate delivery before it happens and get your fitters all lined up only to find they have no appliances to fit! We strongly recommend you wait until all units have arrived before committing yourselves to installers and, at best, being disappointed and at worst being liable to pay the costs of wasted time.

Why should waste electrical goods be recycled?
Recycling unwanted electrical products is better for the environment. The amount of electrical waste, from hairdryers to washing machines, that is thrown away is increasing by around 5% each year.

Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in electrical goods can cause soil and water contamination. This can have a very harmful effect on the natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted. It has been estimated that landfill space in the UK will run out within the next 10 years.

Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.

To fulfil our obligations as a retailer, Iguana Direct have contributed to the Valpak WEEE Distributor Take Back Scheme www.valpak.co.uk. To find a re-cycling centre where you can take your waste electrical or electronic equipment visit www.recycle-more.co.uk.

Alternatively as part of our delivery service we also provide an eco friendly removal service, whereby we will collection your old appliances for a small fee. Please note that this may vary depending on each manufacturer.

When delivering your new appliance the drivers can take away your old appliance which will then be disposed of by us in an environmentally friendly manner. We also remove all the product packaging; again this is taken back to our warehouse and recycled - following the directive from the WEEE regulations. This optional service will be indicated on the product page.

Please note that laundry and dishwashers will only be removed if disconnected and free of excess water. Refrigeration items must be fully disconnected and defrosted. Cookers can only be removed if disconnected and externally clean.

Unfortunately, we are not able to provide this service for range cookers, televisions, audio and small domestic appliances. To dispose of these items and to find out how you can minimise your effect on the environment please visit www.recycle-more.co.uk. You will also find advice and tips on how to recycle waste electrical goods and other household items, making it quick and easy for everyone to recycle-more!

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

We will contact you within one working day* of receiving your order. At this point we will either arrange a proposed delivery date (where the ordered item is in stock) or give you an indication as to when you can expect your delivery (where an item is out of stock).

We are not usually able to say at what time of the day your order will be delivered. We will endeavour to be as accurate as possible with delivery dates, however any dates we specify for the goods are approximate only and we shall not be liable for any losses, costs, damages, charges or expenses you might incur as a result of a delay in receiving your goods or subsequent delays that may result from delivery problems.

Most deliveries will be made within 3 - 5 working days*, however we ask you to allow 2 weeks for delivery, subject to stock availability. If we become aware of stock difficulties which will affect delivery timescales, we will let you know. Please let us know at the time of ordering if you would like to give any specific delivery instruction to be passed on to our delivery driver.

Depending on stock availability, some orders may be split into more than one delivery so you are not kept waiting for those items immediately available. We will usually offer you the choice of splitting your order or waiting for all items to be delivered together.

Small Goods (Lighting products, Safety & Security Products)
These products are generally kept in stock at our distribution partner’s warehouse and will be delivered to you by Royal Mail. Where a delivery is not achieved, a postcard will be put through the door with details for arranging a re-delivery or collection.

Fraud Prevention
Please note that the delivery address should preferably be the one to which the credit card payment is billed. This is protection against fraud, for the benefit of the customer and Iguana-Direct. If there is a good reason for delivering to an alternative address: e.g. moving house, workplace address; we are able to deliver to this alternative address. In this case we may contact you by telephone to verify the reason for the alternative address. Please contact us if you require clarification.

*working day i.e. not including a Saturday, Sunday or Public Holiday