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Pearsons Really CARE

We are a family based business serving the towns, villages and farms around our store in Stokesley. For more than 40 years we have provided our customers with the right products at the right price and with the very best service care. We have tried to sum up our policies below so you know with whom you are dealing. Clearly if you have been in to our store and purchased from us already you will know we pride ourselves on honesty and reason.

Privacy Policy and Cookies

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Warranty and Returns Policy.

If your purchased item is faulty, not as we described or it arrives damaged we need you to inform us as soon as possible, preferably by the next working day. All large retail items are sold with a 12 month (or longer) warranty which is usually manufacture backed. If you have a concern regarding any item purchased either on line or from our shop, please contact us so that appropriate action can be undertaken.

14 day Cancellation Period – On Line Purchases

In addition to your right to return faulty or damaged items, European Union law allows 14 days from receipt of your purchase to cancel and return the item if it was purchased on line. This extra period is given as some customers may only have seen a photograph or description and find the item is not what they intended). Pearsons can arrange a return service on a chargeable basis. Please note that items must not be “used” prior to return. In particular, as hygiene is a significant concern with white goods (eg refrigeration, laundry and cooking) returning of used items will not normally be accepted.

The purchaser is responsible for the item until it is received back in to our stock.

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 cannot wall mount appliances and will only install appliances at a height on legitimate stacking kits. If you require more than a standard connection you will require the services of an electrician, plumber or joiner.

Refrigeration in garages and outhouses.

When the temperature drops below room temperature the gases and control mechanisms become less efficient and may not function correctly. We can supply items that are rated for use down to -15 degrees Celsius. Other refrigeration products should be located where there ambient temperature is between 10 and 30 degrees Celsius (this is detailed in the manufacturer’s warranty terms, conditions and user guides. Please ask our staff for advice.

Peace of mind – Installation Service

Kitchens are often built around the old appliance and not to the industry normal specifications or sizes. For a fee we can arrange for our experienced staff to do ‘a pre installation visit’. This greatly reduces the likelihood of a new appliance not fitting in an irregular opening! Although we cannot guarantee that a new item will fit until the old one is removed, it does become our problem and you will not be charged for restocking or additional carriage.

If an order is placed we will discount the sale with the pre installation visit fee.
We can only order and install products within 12 months of a ‘measure up’ to remain in line with manufacturer guidelines.

Poor or Unsuitable Access

If access is unsuitable or unsafe (examples:- spiral stairs, very narrow passage) our team may need to rebook or cancel your job. We ask that you consult with us prior to the visit to minimise disappointment.

Your Own Installer

If you have your own installer / kitchen fitter and require a drop off only service we can normally accommodate this.

Special Order Items

We are willing to specially order items but these may be subject to unusual return terms. For example we may not be able to accept a return of a bespoke range cooker as these are made to your order specification. We do not normally make these items available on line as they cannot be returned under the normal distance selling regulations.

Fitting

We do not provide joinery or electrical services beyond the standard connection as detailed below. We will fit and wire in electrical and plumbed products providing appropriate electrical sockets and plumbed pipes are already in existence and within reach (generally 1m). We will also attach existing cupboard doors to semi integrated and integrated under counter appliances, but we will not provide new doors or undertake joinery to modify doors that have been fitted to other items.

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 have worked with several fitters and electricians and are happy to pass on our recommendations.

Gas Safe

Pearsons are NOT authorised to connect GAS appliances nor supply the necessary equipment for customers to carry out the work themselves. This is for your own safety!  We can provide contact details for recommended 'Gas Safe' registered installers and drop off your required gas products for convenience.

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. We do understand that waiting at a property can be difficult and we can arrange for our team to telephone as the previous job is completed. This may make it easier for you to arrange your day and minimise dropped calls from our schedule.

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.

Delivery Area

We offer delivery to a controlled area. If your property postcode is not in our normal delivery zone the automated booking system will not offer a delivery service. Please email or telephone us if you have specific requirements that are not provided on line. We may levy an extra charge for areas outside of our usual delivery destinations.

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 health and safety of our employees, for example in cases of inclement weather conditions, accidents or illness.

Disposal

Your local recycle centre will normally accept house hold items free as it is included in your local rates funded service. However, it may be easier to use our recycle service; our team already being at your premises. As a commercial enterprise we are not allowed to use the local authority centre and instead pay for an electrical waste management company to undertake the recycle process. We don’t consider this a profit making part of the operation and simply pass on the charges we pay.  These prices are offered at the point of sale but can also be added at the point of delivery if you change your mind. Customers are welcome to make their own arrangements regarding disposal if you do not wish to take advantage of this service.

Errors and Omissions

All product information shown on the website is believed to be correct and accurate from the source material (i.e. manufacturer's documentation). However we regret that we cannot be held responsible for any errors or omissions.

Complaints

We take all complaints very seriously.

If you have a cause for complaint then please write to us at the address shown on our contact page

 None of the above affects your statutory rights as a consumer.