Terms and Conditions

Services :

ACEM UK LTD undertakes repairs of the following domestic appliances: Washing Machines, Washer Dryers, Tumble Dryers, Condenser Dryers, Dishwashers, Electric Ovens. None of the service technicians working for or on behalf of ACEM UK will repair an appliance other than the above unless otherwise agreed. Appointments are made on minimum of 2 hour time slot basis. This means ACEM UK gives its customers a minimum period of 2 hour in which the dedicated engineer is to call-out at the specified address. ACEM UK will notify its customer of any delays that may occur. Any failure by the customer to attend an appointment without prior cancellation may result in a fee of £20.00. We agree to remove any appliance which is to be repaired or serviced and to reposition it to its place. However, in case of built-in appliances or the presence of any obstacles like carpet, cupboard, other appliance, short inlet hoses with faulty taps etc. which prevent the engineers’ work, ACEM UK may refuse to undertake the repair until the customer solves the issue. Customers are advised of any possibilities of light damages of the carpet, floor, cupboards, cabinet of the appliances, worktops etc. in the process of removing and/or repositioning the appliance. If the customer refuses to be responsible for these damages which may occur, ACEM UK may not undertake any repair unless the customer removes and/or relocates the appliance themselves. Once the customer agreed on the above no claim against the company can be made with regards to any damages mentioned above. In case of built-in appliances it may be impossible for the engineer to reposition back the appliance to its place which usually is due to a badly designed and/or fitted kitchen/cupboard. After being advised of this and agreed customer can not expect ACEM UK to fit the appliance exactly in the way it was. Even so, the engineers will do their best.

Guarantee and Recalls :

ACEM UK guarantees the work its engineers do for 6 months for parts and labour unless otherwise specified. The guarantee is valid only for those parts which have been replaced and/or repaired. ACEM UK can not be held responsible for any misuse or accidental damage which may occur by the customer. Thus, the guarantee does not cover broken door handles or glasses, door seals, door hinges or frames, knobs, dials, blockages or foreign objects in the appliance which may cause an improper or noisy operation. If a customer claims that the same fault has occurred within 6 months since the repair was done then ACEM UK will book an engineer for a re-call. If the source of the fault is the same then the company is obligated to rectify the problem free of charge. However, if the source of the fault is different than the original one it is considered a new fault and another charge applies. Example: A customer calls with a fault that his washing machine fills with too much water and its starts to leak. ACEM UK supplies and fits a new pressure switch, but within the labour and parts guarantee period the customer calls again with the same fault. The engineerascertains that the pressure switch hose is broken. At first look the fault seems to be the same but the cause is different. The engineer gives a quote for the new repair and if the customer agrees the appliance will be fixed. If he does not agree the engineer leaves the premises without claiming any payment.

Payment :

Once the repair is done the customer has to pay the agreed fee for the job. All appliances are to be paid in full prior to delivery unless otherwise agreed. Payment by cash to be only in pounds of Bank of England. Cards accepted are: VISA, MASTER CARD & SWITCH, SOLO. Payments by cheque are accepted.

Delivery :

Delivery and installation are included in our prices unless otherwise stated. If you have chosen to purchase a new appliance from ACEM UK we will deliver, disconnect the old one, unpack and install the new one (connection to an existing, suitable water supply within 1 meter of the product) and dispose of the old appliance. We will also test your appliance fully to ensure it is working satisfactorily. It is customer's responsibility to ensure that the product purchased is going to fit in the dedicated place. If the appliance does not fit in the property then the customer can either cancel the order and pay £30 cancellation fee or keep the machine and arrange for a proper place for it. If there is no water supply we reserve the right to refuse to install the appliance.

Disposal :

When purchasing a new appliance from ACEM UK, old appliances are removed by us free of charge. While we will make all reasonable efforts to ensure that products ordered are delivered by the date required, however we cannot guarantee availability from the manufacturer. You will be contacted to agree a date for delivery when your goods are available. If we are unable to make delivery because access is not possible, we reserve the right to charge a failed delivery fee. We will charge you £50 for re-delivery regardless of the total value of your order.

Damage Claims :

Any damages which may occur during repairs or installations (deliveries) must be reported before the relevant invoice has been signed by the customer. The company is not responsible for any damages reported afterwards!