If you require assistance with placing an order or have a general enquiry, please contact your nearest Stuart Westmoreland branch:

Melton Mowbray – 01664 502602 or Loughborough – 01509 232322

Opening hours:

• Monday to Friday: 9:00am – 5:30pm
• Saturday: 9:00am – 5:00pm

All telephone calls are charged at the National Rate.

Alternatively, you may contact us via email. Please visit our Contact Us page for the appropriate branch email addresses. We aim to respond to all email enquiries within one (1) working day.

If you are a national customer and require assistance with placing an order or have a general enquiry, please contact our web support team:

Telephone: 01664 502608

Opening hours: Monday to Friday, 9:00am – 1:00pm

Alternatively, you may contact us via email. Please visit our Contact Us page for the relevant email addresses. We aim to respond to all email enquiries within one (1) working day.

We accept payment in GBP (Great British Pounds) only. The following payment options are available:

3.1 Credit/Debit Cards

We accept most major credit and debit cards, including:

• MasterCard
• Visa
• American Express

Please note:

• Payments must be made using a UK-issued card.
• Payments made using non-UK cards will be automatically cancelled or refused.

3.2 Klarna

We accept payments via Klarna. You may use your Klarna account to pay for your order directly.

For security and retailer protection, orders paid via Klarna will only be delivered to the authorised delivery address confirmed by Klarna.

3.3 PayPal

We accept payments through PayPal using your personal PayPal account.

To comply with PayPal’s Buyer and Seller Protection Scheme, we will only deliver to the authorised address linked to your PayPal account.

3.4 Cheque

• If you wish to pay by cheque, please allow five (5) working days from the date of receipt for clearance.
• Goods will not be dispatched until the cheque has cleared.
• If the cheque has not cleared within this period, we will contact you to discuss the status of your order.

3.5 BACS Transfer

• If you select BACS transfer at checkout, you will receive an email with our bank details.
• Please allow one (1) working day for processing after payment confirmation from our accounts team before dispatch.

3.6 Credit Services

Stuart Westmoreland (Holdings) Ltd does not offer in-house credit facilities. However, third-party services such as Klarna and PayPal may offer credit options independently.

• Any credit agreements are strictly between you and the relevant provider.
• We accept no liability for terms, decisions, or arrangements made under Klarna or PayPal credit services.
• Customers are advised to review the Terms & Conditions of any credit provider before entering into a financial agreement.

3.7 Payment Confirmation

Full payment will be taken once your order has been confirmed via email.

4.1 VAT and Additional Charges

All prices displayed on this website are inclusive of VAT (Value Added Tax). However, they may exclude delivery and installation charges, unless explicitly stated otherwise.

Please note: Some Scottish postcodes may incur an additional delivery fee. Local deliveries are free of charge, but installation services (if requested) will carry a separate charge.

4.2 Competitive Pricing and Price Matching

We monitor our prices daily to offer competitive value to our customers. Due to strong relationships with manufacturers and distributors, we may be able to offer discounts or price matches on certain items.

• Price matches are available at our discretion and are only authorised against a list of approved retailers.
• All price match requests must refer to the same SKU/product, and the competitor must have the item in stock.
• We reserve the right to decline a price match if the criteria are not met.
• To enquire about price matching, please contact us prior to purchase.

4.3 Pricing Errors

While we make every effort to ensure pricing accuracy across our website, errors may occasionally occur. In such cases:

• If the correct price is lower than the displayed price, you will be charged the lower amount.
• If the correct price is higher, we will contact you before dispatching the item to confirm whether you wish to proceed.
• You have the right to cancel your order if you do not wish to proceed at the revised price.
• If the pricing error is obvious and unmistakable, and could reasonably have been recognised by you as a mispricing, we are under no obligation to honour the incorrect price—even if a sales confirmation has already been issued.

Please note that although we take great care in supplying the specifications of the goods on our site, they are liable to change without warning by the manufacturer. We will inform you as soon as we are aware of any changes.

If you have any queries in relation to specific features of an appliance please do not hesitate to contact us. It is always advisable to view a real product before making a decision to purchase.

All products are supplied with standard accessories as denoted by the manufacturer, but should additional ones be required (e.g. longer washing machines hoses) then please contact the relevant manufacturer’s spares department, or local spares stockist (e.g. plumbers merchant).

We offer FREE standard delivery on all products. Any additional charges for extra services (e.g installation, removal) will be shown during the order process and only applicable to products we can only offer to local customers which are postcodes within a 20 mile radius from our 2 branches at Melton Mowbray and Loughborough. If you are unsure whether your address falls into the delivery zone please contact your nearest branch for confirmation.

UK Mainland orders have FREE standard delivery but Next Working day delivery or weekend delivery options are available within the checkout for an additional charge.

Orders that fall outside the UK mainland postcodes (which are dictated by our courier servies) unfortunately have an additional delivery charge which is shown within the checkout.

Providing the goods are in stock at the item of order we aim to deliver within 3 working days of your order as standard. If this is not possible we will contact you by telephone or email.

If you placed an order for an item in stock and selected the “Next Working Day” service this will be sent on the faster delivery service. Provided the order was placed before 3:30pm (Monday to Friday – Excluding Bank Holidays) otherwise it will be the next working day.

If you placed an order for an item in stock and selected the “Saturday delivery” service this will be delivered on Saturday. Provided the order was placed before 3:30pm on the Friday before the required Saturday delivery day.

Some items may be dispatched directly from our supplier which could take up to 5 working days, we will email confirmation of when this has been processed and pass on any delivery updates provided by the supplier.

If an item is out of stock you will be contacted to rearrange delivery or to cancel the order if you do not wish to wait for the product. If the unlikely situation arises where the product is no longer available then a full refund can be issued or an alternative model (if possible) can be offered.

Please note that due to payment being taken after the order has been processed on our website that we can only hold onto the funds for a maximum of 28 days. In an extreme situation should any stock that will take longer than this timeframe will require written confirmation that you are happy to still wait for the stock to arrive, otherwise the full refund will need to be processed.

9.1 Failed Deliveries and Refusals

Orders dispatched via our courier that are subsequently cancelled, refused upon delivery, or not successfully delivered will be subject to a £15 delivery & return to sender charge. This fee will be deducted from your refund once the item has been returned to us.

9.2 Delivery and Inspection

All deliveries require a proof of delivery to confirm receipt of goods, this could be a signature of a photo of the item being delivered. Customers are advised to inspect all items thoroughly before signing or within five (5) days of delivery. If goods are being stored for future use, they must still be unpacked and inspected within this time frame.

We do not accept responsibility for the condition of any item once it has been signed for and moved to another location by a third party retained by the customer.

All items are dispatched in their original manufacturer packaging, which is designed to protect the product during transit and ensures clear identification within the courier network. Additional packaging may be applied where extra protection is required or when specifically requested in the order notes (e.g., for gift concealment).

9.3 Reporting Faults or Damage

• Large Appliances – Any damage or faults must be reported to our customer service team as soon as possible. If issues are identified after the delivery team has left, an engineer visit may be required before an uplift or exchange can be authorised, depending on the manufacturer.*
• Small Appliances – For items dispatched from our warehouse, we recommend inspection shortly after delivery, as damage or fault must be reported promptly within 5 days from delivery.*

*Any damage reports after these indicated time frames can be refused by us.

9.4 Refused Deliveries

If you are unhappy with the condition of an item at the time of delivery, you are advised to refuse the item. Please ideally email us to confirm you have refused the item for this reason so a replacement unit can then be arranged.

9.5 Exchanges

If an exchange is authorised, it will be coordinated either by us or the manufacturer and may take a minimum of seven (7) days to complete.

• For manufacturer-dispatched items, we will endeavour to arrange delivery of the replacement and collection of the faulty item simultaneously.
• For items dispatched from our warehouse, the replacement will be sent once the returned item has been received and evaluated.
• Any item approved for exchange must not be used, unless explicitly authorised by us or the manufacturer. Used items will not be accepted for return or exchange unless previously agreed, and charges may apply for aborted collections or return attempts.

9.6 Refunds

Where applicable, refunds for returned goods will be issued within thirty (30) days of authorisation and receipt of the item by either us or the manufacturer.

10.1 Manufacturer’s Warranty

All appliances supplied by Stuart Westmoreland are covered by a minimum one (1) year manufacturer’s warranty for both parts and labour. In some cases, a longer warranty period may apply as specified by the manufacturer. Extended warranty coverage is typically subject to customer registration directly with the manufacturer which must be done within 30 days from receipt of the goods to obtain the extended warranty period.

10.2 Domestic Use Only

Unless otherwise stated, all manufacturer warranties are valid for domestic use only and may not apply to products used in commercial or non-residential settings.

10.3 Extended Warranty Options

Most appliances are eligible for extended warranty cover of up to five (5) years, provided through our approved warranty partner, Retracare. Full details of this optional service can be provided at the point of sale or upon request.

10.4 Warranty Exclusions

Please note that the standard manufacturer’s warranty does not cover:

• Faults or damage resulting from misuse, neglect, or accidental damage
• Consumable or perishable components, such as batteries or filters unless otherwise stated
• Any repairs or modifications not authorised by the manufacturer or Stuart Westmoreland Ltd

Customers are advised to review the specific terms of their warranty directly with the manufacturer or extended warranty provider.

11.1 Booking a Service Call

In the event of a fault or breakdown during the warranty period, customers should contact the manufacturer’s service organisation directly to arrange a service call. Contact details for the relevant service centre are normally provided with the appliance documentation at the time of purchase, if not then please contact us to retrieve these details

11.2 Assistance with Service Calls

If you encounter any difficulties in arranging a warranty service, Stuart Westmoreland will be happy to assist by coordinating a service call on your behalf where possible. Please note that this has become more difficult for us as a retailer to do this with some manufacturers due to GDPR and they may only communicate with the end user.

11.3 Domestic Use Limitation

Please note that all manufacturer and extended warranties apply to domestic use only, unless explicitly stated otherwise by the manufacturer or warranty provider.

12.1 Free Recycling Service

When you purchase a new electrical or electronic item from Stuart Westmoreland, we offer a free recycling service for the item you are replacing (*terms apply). To take advantage of this service, simply return the old item to us within 28 days of your purchase and present your receipt for the replacement product.

12.2 Local Recycling Options

Customers may also locate alternative recycling facilities via local council services or national schemes. For more information, visit the official Recycle Your Electricals website.

12.3 Why Recycle?

Recycling unwanted electrical and electronic equipment helps to:

• Protect the environment
• Conserve valuable resources
• Support the circular economy
• Prevent hazardous substances from harming human health or natural ecosystems

Electrical and electronic waste is currently the fastest-growing waste stream in the UK and globally.

12.4 What Can Be Recycled?

Any item with a plug, battery or cable is eligible for recycling or reuse. Recycled materials can be repurposed into new products such as playground equipment, lifestyle goods, and infrastructure components. Donated tech may also help reduce digital inequality in communities.

Electrical products are marked with the crossed-out wheeled bin symbol as a reminder not to dispose of them with general household waste.

12.5 Our Commitment

Stuart Westmoreland is committed to reducing the volume of waste electricals sent to landfill or incineration. Every year, we collect, reuse, and recycle large volumes of Waste Electrical and Electronic Equipment (WEEE). Items are transported to approved recycling facilities, where they are disassembled and separated into individual materials for reuse.

12.6 Compliance

This service is part of our compliance with UK regulations on the disposal of WEEE. For more information on the relevant legislation, please refer to the UK Government’s guidance on WEEE regulations.

We are proud to support the national Recycle Your Electricals campaign and promote responsible disposal of electronic goods.

13.1 Contacting Us

If you experience any issues with the service provided by Stuart Westmoreland Ltd, we welcome your feedback and encourage you to get in touch with us either by email or mail. You are welcome to contact us by telephone but we always advise written communication for both parties for future reference if required. All comments and complaints will be handled with care and responded to within five (5) working days.

13.2 Complaint Handling

All complaints are treated impartially and in strict confidence, except where it is necessary to liaise with a third party (e.g. a product manufacturer) in order to investigate or resolve the matter.

13.3 Delivery-Related Complaints

If your complaint concerns a delivery issue, we will aim to resolve the matter with the relevant service provider within forty-eight (48) hours.

Please note:

• For complaints involving damaged goods upon delivery or non-delivery, resolution may take longer due to the logistics involved in locating, returning, or replacing items.
• In such cases, please allow a minimum of two (2) working days for a resolution.

13.4 Our Commitment

We are committed to resolving all issues as quickly, fairly, and efficiently as possible. Your satisfaction is important to us, and we strive to ensure a positive experience throughout your interaction with Stuart Westmoreland Ltd.

14.1 Cancellation Period

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 calendar days from the day you receive your goods.

The cancellation period begins on the date you place your order and ends 14 days after the day you receive the item(s).

Once cancellation is notified, you have a further 14 days to return the goods.

To exercise your right to cancel, you must inform us of your decision in writing, either by email or letter. Verbal cancellations cannot be accepted.

14.2 Returning Goods

If you cancel your order, you must return the goods to us:

• At your own cost using a fully insured courier, or
• You may request collection by us, which will incur a collection fee (quoted upon request).

Returns should be made to your nearest Stuart Westmoreland branch. All returned items must:

• Be in their original packaging, if this is not possible then a deduction can be made due to not fitting the same “new” condition as originally received
• Include all accessories and components (e.g. remotes, leads, manuals)
• Be securely packaged to prevent damage in transit, if original packaging is not used.

We recommend using a tracked and insured service to protect against loss or damage. Missing or damaged items may result in a deduction from your refund.

14.3 Condition of Returned Goods

You are permitted to inspect the goods to the extent that would be reasonable in a shop (e.g. unpacking, assembling, turning on). However, if the item is used beyond basic inspection, you will be liable for any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

Examples of unacceptable use include, but are not limited to:

• Extended operation or installation of the appliance
• Use resulting in visible wear and tear, stains, or internal marks
• Removal or damage of original packaging or seals

14.4 Refunds

If you cancel the contract, we will reimburse all payments received, using the same payment method as the original transaction. Refunds will be processed within 14 days of receiving the returned goods.

We reserve the right to deduct from the refund any loss in value due to use or damage not in line with the rights outlined above.

This cancellation policy does not affect your statutory rights in relation to faulty or misdescribed goods.

15.1 Introduction

By accessing or using the Stuart Westmoreland website, you agree to the terms outlined in this Privacy Policy. If you do not accept these terms, you should cease using the website immediately.

We are committed to protecting your privacy. As part of this commitment, we promise to:

• Keep your data safe and private
• Never sell your data
• Make it easy for you to manage your marketing preferences
• Delete your data when it is no longer required

15.2 How We Use Your Personal Information

Name & Contact Details
Used for:

• Processing and delivering orders
• Sending order updates via text, email, or telephone
• Marketing communications (where opted-in)
• Fraud prevention
• Customer service and support
• Internal training purposes

Date of Birth
Used for:

• Processing finance and rental applications
• Fraud prevention

Payment Information

We do not store credit or debit card details on our servers. All payments are processed securely through HSBC Global Payments or PayPal using tokenisation technology.

Contact History
Used for:

• Customer service and support

Stored Contact Details

• Held securely within our internal system managed by Glenfield Software Ltd
• This database is shared with our sister company, Freenet Ltd, for system purposes only
• Freenet Ltd and Glenfield Software Ltd do not use your data for any marketing or operational purposes

Device & Browsing Information
Collected for:

• Site analytics
• Fraud prevention
• Ensuring compliance with data protection obligations

15.3 Sharing Your Information

We do not sell or rent your personal information to third parties.

However, to fulfil your order or provide services, your information may be shared with trusted third parties, including:

• Payment service providers
• Product suppliers and delivery couriers
• Selected service providers (e.g., SKY UK, POP)
• Professional partners (e.g., Reviews.co.uk, marketing agencies, website hosts)
• Credit reference and finance agencies
• Law enforcement and fraud prevention authorities
• Product manufacturers (for spare parts or warranty registration)
• Service engineers or technicians for on-site support

We may also share anonymised customer insights with third parties, ensuring no individual can be identified.

15.4 Marketing Communications

Marketing messages are only sent where explicit consent has been provided.

To opt out, you can:

• Click ‘unsubscribe’ in any marketing email
• Email: sales@stuartwestmoreland.co.uk
• Write to: Stuart Westmoreland, 14–18 Leicester Street, Melton Mowbray, Leicestershire, LE13 0PP

Please allow up to 48 working hours for opt-out requests to be processed. Opting out of marketing will not affect essential communications related to orders or customer service.

15.5 Online Advertising

We may display targeted advertisements via digital networks and platforms (e.g., Google, Facebook) using pixels, cookies, mobile identifiers and ad tags.

15.6 Data Retention

We retain your personal data as required to provide services and comply with legal, tax, fraud prevention and regulatory obligations (e.g., Finance Act 2008 requires data retention for 7 years). When your data is no longer needed, it will be securely deleted or anonymised.

15.7 Your Rights

You have the right to be informed, access your data, request corrections, request deletion/restriction (in certain circumstances), object to marketing, withdraw consent, request transfer, and lodge a complaint with the ICO.

15.8 Data Deletion

Upon request, we will delete all contact data (email, phone numbers) from our systems. However, name, address, and order details will be retained securely for a minimum of 7 years for legal/tax compliance.

15.9 How to Contact Us

Stuart Westmoreland (Holdings) Ltd
14–18 Leicester Street
Melton Mowbray
Leicestershire
LE13 0PP
Email: sales@stuartwestmoreland.co.uk

You also have the right to contact the Information Commissioner’s Office (ICO) via ico.org.uk/concerns if you believe your data has been misused.

15.10 Google Reviews

You may be contacted by Google after your purchase to review products. Information shared includes your name, email address and product details from your order. No payment or address data is shared. For multi-item orders, Google will only request a review for one item.

15.11 Cookies

Our website uses cookies to improve user experience, recognise returning users, track performance via Google Analytics and store preferences/personalise content. You can disable cookies in your browser, but functionality may be affected.

15.12 Updates to This Policy

This Privacy Policy may be updated periodically. If significant changes are made, we will notify users via our website or email (where opted in). The data controller is Stuart Westmoreland (Holdings) Ltd.

16.1 Localised Service Arrangements

Some manufacturers, such as Panasonic, do not operate nationwide service networks. In such cases, customers will be required to contact the manufacturer’s authorised local service dealer for repairs.

If a local repair centre is not available, we may be able to organise the return of small goods to us for servicing. All associated return and repair costs in these instances are the responsibility of the customer.

16.2 Home Entertainment Products

For most home entertainment products (e.g. televisions, sound systems), manufacturers do not offer home call-out services. Customers must take faulty items to a local authorised service centre for inspection or repair.

We strongly recommend identifying your nearest service agent prior to purchase.

Note: Any product being returned to us for assessment or repair must be sent in its original packaging.

16.3 LCD & OLED Televisions – Special Notice

These products are manufactured in accordance with the ISO-9241 standard, which governs acceptable levels of pixel defects.

16.4 Cameras, Camcorders, DVD Recorders & Plasma Products

These product types are supported by a direct repair arrangement between the manufacturer and the customer. Please refer to the manufacturer’s warranty documents included with your purchase for support details.

Important:

• Stuart Westmoreland is not authorised to handle repairs for these product types directly.
• We will only accept returns for these items if damage has occurred during delivery.
• In such cases, please refer to Section 9 regarding the process for damaged goods upon receipt.