Terms and Conditions

General

The following terms and conditions apply to all orders which are processed by ElektroPolis Malta either online or by any other form of communication and form part of the contract between us. Please read them carefully and print a copy for future reference. Your use of this site indicates your acceptance of these terms and conditions. In the event of any queries, please contact us.

Prices

All prices include VAT. No contract is created until we have accepted your order. In the event a product is listed at an incorrect price due to a typographical error or error in pricing information received from our suppliers we will not process your order and will instead alert you immediately to the actual price of the goods. You will then have the option to proceed at this updated price. We will only process any such order with your explicit authority.

Delivery

At the checkout you will be invited to choose a delivery date that is convenient to you. In our aim to offer a fantastic shopping experience our website allows you to choose a convenient delivery date. In most cases our couriers will then send a text message/email the day before or on the morning of delivery with a time slot. Please be advised that although these dates and times are usually accurate they are not however guaranteed and we do not accept claims for any losses occurring consequential or otherwise. If the product that you have selected is a model we order direct from the manufacturer; you will be contacted directly by them to book in your delivery date, it will show delivery estimate 3-14 days in the checkout process.

We will keep you updated with the progress of your order if the item is on back order. Prices quoted are subject to stock availability. It is your responsibility to check your goods upon delivery for shortages or damage and to make a note of such on the carriers consignment note when you sign for the goods. Any shortage or damage must be reported within 48 hours of taking delivery. If this is not done we are unable to take the matter up with the delivery company.

If the delivery is not completed on the agreed date as a result of no one being available at the delivery address; a second delivery charge will be applied. If a connection service is selected; this is on a domestic appliance only, and is for connection to adjacent and available services. This service does not include hard wiring or testing. If a jubilee clip is required this will need to have been purchased prior to delivery as the crew do not carry these on them. If you have requested that the old product is to be removed for scrap and/or the new one to be installed; the old machine must be disconnected in advance of the delivery of the new appliance. If the old appliance is not disconnected we will not be able to remove the old product unless a payment is made for the delivery team to return. The cost for this will depend on your location and the size and weight of the product with prices starting from £50.

Additional security checks may be carried out before your delivery date to ensure our customers are protected from online fraud. You may, therefore, be contacted before your delivery so these checks can be carried out. We reserve the right to accept or decline your order for security reasons. Please note we are unable to deliver to freight forwarding addresses, if an order is placed we will contact you to advise your order cannot be accepted.

Please do not order Food /Frozen or otherwise to arrive the same day as your Purchase of a fridge/freezer or Freezer, the appliance will need to have period of time for gas inside the compressor to settle before its switched on, this can take 4+ hours, If this is not done it may cause damage to the internal working of your product. Once turned on it can take 24 hours before it reaches the correct temperature. We will take no responsibility for any food brought on the day, before this 24 hour period has passed.

Products

Product images, descriptions and specifications are shown for guidance only; for example cabinet/case colours may vary, television stands shown may differ from those supplied, remote control designs may vary during manufacturer’s production runs etc. Some products may require set-up and/or assembly. For example; TV’s, videos and hi-fi tuners may require manual tuning. TV stands and cabinets may need assembly. Washing machines need to have transit bolts removed.

Bulk Orders

We reserve the right to not accept Bulk Orders from the trade and individual consumers.

Payment

Payment will be taken at the time the order is placed. A contract between us is not formed until we have processed the transaction and started the dispatch process. We accept payment by most major credit and debit cards. If you experience any problems whilst making a payment please contact us for advice. We also accept payment by cheque and cash. 

Guarantee

All products are supplied guaranteed for a minimum period of 24 months following the date of delivery. Products are sold for domestic use only.

Complaints

We hope that your purchase and service provided by ElektroPolis Malta has met or exceeded your expectations and that you’ll never need to complain to us, however we do understand that occasionally things do not go to plan and that problems can occur.

If your item was purchased online:

In the first instance please call us on 2155 8889 and we will endeavour to resolve the matter quickly and to your satisfaction. Alternatively you can write to sales@elektropolismalta.com with details of your complaint. The vast majority of problems can be resolved in this way.

If your purchase was in store:

Please contact the store and they will endeavour to resolve the matter quickly and to your satisfaction. Alternatively please write to, telephone or email the shop manager with details of your complaint. Contact details can be found at www.elektropolismalta.com/storefinder and the vast majority of problems can be resolved in this way.

In both cases, if after contacting the manager you are still not happy with our response then please write to us at;

Customer Care
Hughes TV & Audio Limited Head Office
Mobbs Way
Oulton Broad
Lowestoft
Suffolk NR32 3AL
Or customercare@hughes.co.uk

Your complaint will be acknowledged within 2 working days and then allocated to either a senior manager or director to respond to you. A director will review complaints and issue the company’s final response in writing. Please see the link below to the European online dispute resolution provider: European ODR platform or Alternative Dispute Resolution scheme: www.small-claims-mediation.co.uk Sales & Service Working Hours Our normal office hours are 9am - 5.30pm Monday to Friday.

Right to Cancel

Your right to cancel an order for goods starts at the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to return the goods. You should receive a refund within 14 days of the goods being received back.
A deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

If Products are Faulty

1. If your item has a confirmed fault within 30 days of delivery, you will be able to return this as an exchange or for a full refund.
2. If a fault is found with your item after 30 days of being delivered (but within 6 months) we will repair or replace the item as requested (unless one option is disproportionate). If we are unable to repair or replace the item, a partial refund will be offered if you choose to keep the product or it can be returned for a full refund.
3. With faults found after 6 months that you can prove were present when delivered, Hughes will use the same guidelines in point 2 for processing your repair or replacement.

You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

Refunding the cost of delivery

You are entitled to the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced services such as express delivery, weekend delivery, installation or removal of a scrap appliance you will only receive the value of the original delivery cost.

Should you wish to cancel your order, any goods supplied must be returned to Hughes, Inspections Dept, 7-11 Howlett Way, Thetford, Norfolk, IP24 1HZ

Returns must be made at your own expense within 14 days of your notice to cancel, alternatively we can arrange to make a collection from you. Costs for collection services can be found on our Returns page.
We are unable to accept returns of unwanted gifts or non-faulty items if more than 14 days after the delivery date have passed. If your item is faulty please see the 'Service' section of our website. We are able to arrange insured collection if requested; please contact us for a price.
Christmas returns policies may differ and a separate returns information page will be available during this period.

Repairs

ElektroPolis Malta are authorised repair agents for a number of manufacturers. If we arrange to collect an item for repair it is your responsibility to ensure your item is packaged securely with enough packaging to protect your goods during transit. Please ensure your return is securely boxed and sealed wherever possible.


Please be aware that we cannot accept any returns that are not sufficiently packaged. Furthermore, we will not be liable for any damage caused in transit due to insufficient packaging, and, should this occur, the item will be returned back to the customer unrepaired.

Availability

Please make sure that you take into account the availability of your item when placing your order.

Availability Guideline

In Stock: The item is in stock and available for delivery
Temporarily Out of Stock: This item is currently not in stock but is available for ordering. We will contact you with an estimated delivery date once we have the information from our suppliers.
Coming Soon: The item is on order and is expected into our warehouse soon. We cannot accept pre-orders unless it is stated on the listing.

Gift Wrapping

A gift wrapping service is available. 

Other

These terms and conditions are subject to change without notice and do not affect your statutory rights as a consumer.