Terms and conditions Terms and conditions

Terms and conditions

The following terms and conditions apply to all transactions processed by this site and over phone lines. Please read carefully and print a copy for reference.

Please find our COVID-19 risk assessment here.

These are the terms and conditions on which we supply products to you. Please read these terms carefully before you submit your order to us.

  1. Information about us and how to contact us
    1. We are Mark's Electrical Limited, a company registered in England and Wales. Our company registration number is 04463433 and our registered office is at Marks Electrical, Boston Road, Leicester, LE4 1AU. Our registered VAT number is 424 6745 44.
    2. You can contact us by telephoning our customer service team at 0116 251 5515 or by writing to us at customerservices@markselectrical.co.uk or Marks Electrical, Boston Road, Leicester, LE4 1AU.
  2. Prices
    1. All prices are shown in £ sterling and include VAT but exclude any delivery and credit card transaction charges.
    2. We reserve the right to change any advertised prices at any time.
    3. The price you pay is the price displayed on this 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 go up and down on a daily basis.
      • When placing an order you are purchasing the item(s) at the price(s) shown at that time.
      • Should a price subsequently change after your delivery is placed we are unable to adjust your order to the new price.
    4. In the event that an error is discovered with the price of any products you have ordered:
      • We will inform you as soon as we can whereupon we will give you the option of amending your order at the correct price or cancelling it.
      • If you cancel your order and have already paid for the products we will give you a full refund.
      • In the event that we are unable to contact you we will cancel the order and refund you any sums you have paid.
  3. Payment
    1. Payment can be made by most major credit cards (except Diners Club cards). We also accept any debit card and PayPal.
    2. We also have other payment methods which are subject to acceptance with Klarna, Zip, Clearpay, V12 Finance, Amazon Pay and PayPal Credit.
    3. Full payment for your products is taken when a new order is created (only applicable to non-finance purchases).
    4. We do not give out paper invoices. We will email an order summary to you if you have given us an email address.
    5. Voucher codes are occasionally issued by Marks Electrical. See our Discount Vouchers page for voucher specific terms and conditions
  4. Availability
    1. All products are subject to availability and may be changed at any time.
    2. If your order cannot be fulfilled you will be offered an alternative or given a full refund.
    3. 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.
  5. Delivery
    1. We deliver to most of mainland Great Britain with the exception of some outlying areas. (See our delivery page for exceptions).
    2. Standard delivery by Marks Electrical is free for orders over £100; however we may change for delivery using our out of area delivery partners and for additional services such as bulky item delivery
    3. Delivery options and costs will be clearly displayed once you have entered your delivery postcode.
    4. Upon delivery a signature will be required.
    5. The following delivery information applies if you purchase an item from us that is delivered by one of our own vans. If you purchase a small appliance that is delivered by DPD, please see DPD deliveries below
    6. We will contact you with an estimated delivery date. However delivery dates may be delayed by events outside our control (e.g. due to sudden stock shortages, manufacturing delays, or delivery vehicle breakdowns), which is why we strongly advise all customers not to book fitters until they have received the relevant products, as no claims will be accepted. We will contact you as soon as possible to let you know if there is a delay and will take steps to minimise the effect of the delay. We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering the products.
    7. The day before delivery we endeavour to advise all customers of an estimated delivery timeslot.
      • You will be notified of your delivery timeslot by SMS between 5pm and 10pm the day before delivery providing you have given us sufficient contact details.
      • If you have chosen our integrated installation service, our installation team will call with an estimated arrival time before 10am on the day of installation providing you have given us sufficient contact details.
      • You cannot choose your own delivery timeslot as these are allocated by our automated route planning system. Once issued your timeslot cannot be changed.
      • Timeslots are estimates, actual delivery times can be earlier or later due to circumstances beyond our control. This means someone must be present at the delivery address all day and able to accept the products upon arrival of our delivery vehicle.
    8. If you find you cannot keep to the delivery date you must notify us before 12 noon one working day before delivery.
    9. Failed delivery charges (see the table of charges below) may be applied in the event that a delivery fails due to - but not limited to - any of the following reasons:
      • You cancel the order after the point at which the products have been loaded for delivery at our warehouse.
      • You provide insufficient/incorrect contact details or an incorrect delivery address thereby resulting in our inability to contact you or otherwise make a successful delivery.
      • You refuse delivery upon arrival of our delivery vehicle.
      • There is no-one at the delivery address to accept delivery. You must ensure that you can be available all day on your chosen day of delivery.
      • There are parking restrictions or other access problems (e.g. stairs or narrow doorways) which you failed to notify our telesales operators of. By booking your own delivery date at the checkout you are agreeing that there are no such access or parking restrictions which we should be aware of.
    10. We will only deliver to ground floor properties (unless a lift is available); this can include a maximum of 4 steps. Certain products may be delivered up or down a flight of stairs at additional cost. Call us to find out if the items you require can be delivered in this way.
    11. Whilst our own drivers are happy to wheel your product into an unobstructed room of your choice, we cannot be held responsible for any damage incurred. It is your responsibility to protect any floor coverings to prevent damage while the products are being situated in the property.
    12. We do not allow customers under any circumstances to assist the driver with delivery or handling of any of our products.
    13. The products will be your responsibility from the time we deliver the products to the address given by you.
    14. DPD Deliveries - DPD will try and deliver to a neighbour if no one is in or will contact you to arrange for delivery the next day. If they cannot deliver your product they will take it to their local collection point.
      See DPD's How Can We Help? page for further details.
  6. Returns

    6.1 Damaged or faulty goods

    1. Should you discover a fault with products that you have received you should contact us as soon as reasonably possible. Our friendly customer service team will be happy to help and talk you through your options, via online chat or telephone on 01162 515 515. Do not attempt to repair the product yourself, we do not cover accidental damage caused by the customer.
    2. If the fault is found within 30 days of purchase, you are entitled to a full refund or exchange (subject to stock availability). If a fault is discovered after 30 days but within the guarantee period of your product, you should contact the product manufacturer, who will assist with your issue.
    3. We want all of our products to reach the customer undamaged, in brand new condition and we do our very best to ensure this is the case. However, if any of our customers note any damage to our products on delivery, we give a 48-hour window for the damage to be reported to our customer service team. To obtain a full refund for a damaged item you must not start to use, install or input any data/software.

    6.2 Unwanted item

    1. You can return your item within 14 days if the product is unused and in its original packaging. If you have paid for an unwrap service but the product is still unused you will still be eligible for a full refund. If you have unwrapped the product yourself and you no longer have the original packaging, you may be eligible for a partial refund. If the product has been used, you will not be eligible for a refund, unless faulty (see 6.1).
    2. Please do not return any products to us until you have discussed your return with a customer service representative and your return has been confirmed.
    3. You have the choice of returning smaller products via your own means (at your own cost to Marks Electrical Ltd, Boston Road, Leicester, LE4 1AU), or larger products, requesting that we collect them. We will charge you the direct cost to us of collection, which is £69.99 per item for washing machine size products, or £149.99 for range cookers and American fridge freezers. Note, if you are purchasing a new product or exchanging your product, we may reduce these collection charges.
    4. You have a duty of care while the products are in your possession, and we reserve the right to charge you for any damage that may have occurred during this period.

    6.3 Cancelling an undelivered order

    1. To cancel an undelivered order, please contact our customer service team on 01162 515 515 who will be happy to assist.

    Summary of Charges

    Failed delivery Re-delivery (standard) £24.99 per item
    Re-delivery (Americans/range cookers) £49.99 per item
    Cancellation (standard) £69.99 per item
    Cancellation (Americans/range cookers) £149.99 per item
    Failed installation/connection 50% of connection charge per appliance
    Failed installation/connection by our installation partners 100% of connection charge per appliance
  7. Additional Services
    1. 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.
    2. Additional services which have been ordered but are then declined upon delivery are non-refundable, as we allocate space for these services on our delivery vehicles. This includes 'Old Product Collection', 'Unwrap and Remove Packaging' and 'Bulky Item Delivery' services.
  8. Installation
    1. We offer an installation service in some areas. Please see our installation terms and conditions for more details about this service.
    2. If a connection fails because the customer did not inform of us of any reason why it may not be successful or because the customer did not comply with the reasons mentioned on the installation terms and conditions page we reserve the right to make a failed connection charge (see the table below).
  9. Accuracy of Product Information
    1. 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.
  10. Data Security
    1. 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;
      • if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
      Please refer to our privacy policy for further information.
    2. 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.
  11. Manufacturer Guarantees and Extended Warranties
    1. 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.
    2. Any appliance which has a guarantee over 12 months must be registered within 28 days of receipt to qualify for any additional years' cover
    3. We offer extended 5 year warranties which cover parts and labour which can be purchased through the website or over the telephone.
      • These are underwritten by UK General Insurance Services and administered by Corporate Support Solutions.
      • Please refer to the warranty terms and conditions for further information.
  12. Governing Law
    1. 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 use our help pages or write to us at the address shown below.

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

Your Statutory Rights

None of the above affects your statutory rights as a consumer. We reserve the right to amend our terms and conditions clauses wherever consumer statutory rights are not affected.


To Marks Electrical, Boston Road, Leicester, LE4 1AU or by email to customerservices@markselectrical.co.uk

I hereby give notice that I cancel my contract of sale of the following products [insert description of the products bought].

Ordered on [insert date]/received on [insert date].



Customer signature (only if this form is completed on paper):


Head Office

Marks Electrical Ltd.
4 Boston Rd
VAT Reg. No.: 424 6745 44
Company No.: 04463433

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