Part 1 — Delivery & Installation Policy

This Delivery & Installation Policy explains how our delivery, installation, setup, removal and related services are intended to work.

1. Scope of Service

We deliver and install appliances where existing conditions allow safe and compliant work.

Unless expressly agreed otherwise in writing, we do not carry out:

• structural alterations;
• cabinet modifications or joinery alterations;
• electrical rewiring or remedial electrical works;
• gas work;
• plumbing alterations beyond simple like-for-like connections;
• decorative making-good or surface repairs;
• specialist building or remedial works outside the agreed installation service.

2. Access and Site Conditions

Customers must ensure clear, safe and suitable access for delivery and installation.

We are not responsible for:

• removing doors, worktops, fixtures or fittings unless specifically agreed;
• navigating unsafe or restricted access;
• lifting beyond safe handling limits;
• working in unsafe, obstructed or unsuitable environments;
• dealing with hidden site issues that only become apparent when the old appliance is removed or installation starts.

If we believe access or working conditions are unsafe or unsuitable, we may delay, refuse or abort delivery or installation.

3. Existing Services

Installation depends on existing electrics, plumbing, drainage, ventilation and other services being safe, compliant and accessible.

We will not connect to, or work with, services that are unsafe, non-compliant, inaccessible or otherwise unsuitable.

You are responsible for ensuring that existing services are suitable for the appliance or product being installed.

4. Integrated and Built-in Appliances

Integrated and built-in appliances present a higher risk of failed or partial installation because access, dimensions and surrounding cabinetry are critical.

Units, apertures and surrounding spaces must be correctly sized and reasonably accessible.

If an appliance cannot be removed or installed without damage, dismantling, modification or unsafe handling, installation may be refused or stopped.

We do not accept responsibility for pre-existing installation defects, non-standard cabinetry, hidden obstructions, or damage risk created by previous poor installation or restricted access.

5. Customer Responsibilities Before Attendance

Customers must ensure before attendance that:

• the appliance will physically fit the intended location and access route;
• the installation area is clear and safe;
• existing services are compliant, functional and accessible;
• there is adequate working space for delivery and installation;
• any special access issues, stairs, parking constraints or restrictions have been disclosed in advance;
• old appliances to be removed are safe and ready for agreed removal within the scope of the service.

6. Failed or Aborted Installations

If installation cannot proceed or cannot be completed due to site conditions or other factors beyond our control, the installation may be treated as failed or aborted.

Examples include, but are not limited to:

• unsafe electrics or unsafe plumbing;
• inaccessible connections or fixing points;
• insufficient space, clearance or ventilation;
• structural or cabinet limitations;
• blocked or unsafe access;
• unexpected site conditions discovered on arrival or during removal;
• customer refusal, late change of plan or missing prerequisite works.

Where installation cannot proceed through no fault of our own:

• installation fees may not be refunded;
• a revisit may incur additional charges;
• delivery may still be treated as completed or reasonably attempted;
• we may refuse to continue until the underlying issue has been properly resolved.

7. Testing and Handover

Where installation is completed, we will test the appliance and demonstrate basic operation where practical.

The extent of demonstration may depend on the product, setup and time available, but our intention is to leave the appliance working properly where the agreed service has been completed.

8. Removal and Recycling

Where we agree to remove an old appliance, packaging or related waste, that service is limited to the items and conditions agreed with you.

Removal may be refused if the item is unsafe, inaccessible, contaminated, still connected to specialist services, or otherwise unsuitable for handling under the agreed service.

9. Liability in Relation to Delivery and Installation

We are not liable for:

• pre-existing faults or hidden defects at your property;
• consequential losses such as food loss, inconvenience, travel costs or third-party costs;
• damage risk created by prior poor installation, unsafe services, or hidden site conditions that were not apparent before work started.

Part 2 — Returns & Cancellation Policy

This Returns & Cancellation Policy explains how cancellations, change-of-mind returns and fault-related returns are handled.

1. In-store Purchases

Goods purchased in-store do not benefit from an automatic legal right to cancel simply because you have changed your mind.

Returns for in-store purchases may be accepted at our discretion, subject to the condition of the goods, packaging and the specific circumstances of the sale.

2. Distance Sales

Where goods are purchased online, by telephone or otherwise as a distance sale, consumers generally have a 14-day cancellation right under the Consumer Contracts Regulations, unless an exclusion applies.

The cancellation period generally begins on the day after you, or a person nominated by you, receives the goods.

To cancel, you must tell us clearly before the cancellation period ends.

3. Limits to Cancellation Rights

Cancellation rights may not apply, or may be reduced, in certain circumstances, including where:

• installation or setup services have begun at your request;
• goods have been clearly customised or made to your specification;
• goods are special-order, non-stock or bespoke items where the law allows a relevant exclusion;
• goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

4. Installed Goods

Once goods have been installed, fitted or significantly used, change-of-mind returns may no longer be available and any legal cancellation rights may be affected depending on the circumstances.

Installed goods will generally only be accepted for return if they are faulty, misdescribed, not fit for purpose or otherwise subject to your statutory rights.

5. Special Orders and Non-stock Items

Special-order, non-stock or bespoke items may not be cancellable or returnable once ordered, especially where they have been specifically obtained for you.

If a special order is cancellable in the circumstances, any refund may still be subject to supplier charges, direct losses or deductions lawfully attributable to the cancellation.

6. Faulty Goods

Faulty goods should be reported promptly.

Where goods are faulty, your statutory rights apply. Depending on the timing and circumstances, the remedy may include repair, replacement, price reduction or refund.

Where appropriate, we may liaise with the manufacturer or authorised repair network, but your statutory rights against us remain in place.

7. Refunds

Refunds are subject to inspection where that is reasonably necessary.

Deductions may apply where goods have been used beyond reasonable inspection, returned damaged, returned incomplete, or returned without essential parts, accessories or packaging, to the extent permitted by law.

Refunds will normally be processed using the original payment route unless otherwise agreed.

Part 3 — General Terms & Conditions

These Terms & Conditions apply to consumer purchases of goods and any related delivery, installation, setup, recycling or aftercare services supplied by Panasonic Store Inverness.

1. About These Terms

By placing an order with us, whether online, by telephone, in-store or otherwise, you agree that these Terms & Conditions apply unless we have agreed something different with you in writing.

Nothing in these Terms & Conditions limits or excludes any rights you have under consumer law where those rights cannot lawfully be limited or excluded.

2. About Us

For the purposes of these Terms & Conditions, “we”, “us” and “our” mean Panasonic Store Inverness. “You” and “your” mean the customer placing the order.

3. Orders, Quotations and Acceptance

Any quotation, estimate or discussion before order is an invitation to treat, not a binding acceptance.

Your order becomes binding only when we accept it. Acceptance may happen by written confirmation, order confirmation, invoice, agreed collection arrangement, or dispatch / delivery of the goods.

All orders are subject to availability, correction of any genuine pricing or description error, and any necessary payment or identity checks.

If we cannot accept an order, we will normally tell you as soon as reasonably possible and refund any money paid for that order.

4. Prices and Payment

Prices are those stated by us at the time of order, unless there is an obvious and genuine error.

Payment is due in full before delivery, collection or installation unless we have agreed otherwise in writing.

Where finance is offered and selected, your order may remain subject to approval by the relevant finance provider and to any separate finance agreement.

If payment fails, is reversed, or cannot be validated, we may suspend, delay or cancel the order.

5. Availability and Stock Information

Website stock messages, delivery dates and availability indicators are intended to guide you but do not by themselves amount to a guaranteed promise that a product will be immediately available for dispatch, delivery, installation or collection.

Where a product is shown as available to order from supplier stock, lead times remain subject to supplier availability, transport, operational constraints and your delivery / installation requirements.

If stock becomes unavailable after order, we may cancel the affected order or agree an alternative with you. If we cancel, we will refund any money paid for the affected item.

6. Delivery

We aim to deliver within any agreed or estimated timeframe, but times are estimates unless we have expressly agreed otherwise in writing.

Delays can happen for reasons outside our reasonable control, including supplier shortages, transport disruption, weather, access restrictions or safety issues. We will try to keep you informed where reasonably possible.

Delivery is to the address agreed with you. You are responsible for ensuring that the address, access arrangements and any special delivery requirements are accurate.

Delivery may be refused or delayed if access is unsafe, blocked, unsuitable for the product, or likely to create a risk to our staff, your property or the goods.

7. Delivery and Installation Dates

Where we agree a delivery or installation date, that date is still subject to matters outside our reasonable control, including supplier delays, earlier jobs overrunning, adverse weather, transport issues, and access or safety concerns at your property.

We will try to honour agreed dates and times, but we are not liable for delay where the delay is outside our reasonable control or where we need to rearrange for safety, access or operational reasons.

8. Installation and Setup Services

Where we agree to install, fit, connect, wall-mount, set up or otherwise work on goods in your home or premises, our service is limited to the scope we have agreed with you.

Unless we expressly agree otherwise in writing, our installation and setup service does not include building works, joinery alterations, remedial electrical works, new plumbing works, gas work, structural changes, decorative repairs, specialist aerial works, network upgrades, or rectifying pre-existing defects in your property.

Where installation is part of the contract, we will carry it out using reasonable care and skill.

9. Your Responsibilities Before Delivery or Installation

To help us complete delivery and installation properly, you must ensure that:

• the product will physically fit the intended location and any access route, doorway, stairwell, lift, hallway or vehicle access point;
• the installation area is clear, safe and reasonably accessible;
• existing plumbing, drainage, electrical, ventilation, cabinetry, fixing surfaces, sockets, aerial points, broadband or other required services are suitable, legal, safe and accessible;
• you have told us about any unusual site conditions, restrictions, parking issues, access problems or non-standard installation circumstances before we attend;
• if an old product is to be disconnected or removed, it is lawful and safe for us to do so within the service agreed.

10. Failed or Aborted Installations

If we attend and cannot complete the agreed installation or setup through no fault of our own, we may treat the installation as a failed or aborted installation.

Examples include, but are not limited to:

• unsafe or non-compliant electrical, plumbing, gas or structural conditions;
• inaccessible connections, inaccessible fixing points or inaccessible appliance spaces;
• the product or property dimensions not matching what was expected or provided;
• customer refusal, late changes of mind, missing permissions, or missing prerequisite works;
• blocked access, unsafe site conditions, missing persons, missing keys, or inability to complete safely;
• the discovery of pre-existing defects or conditions that make installation inappropriate or unsafe.

In those circumstances:

• delivery may still be treated as complete if the goods have been delivered to the agreed location or reasonably attempted;
• installation fees, setup fees, wall-mounting fees, connection fees or similar service charges may be retained or may not be refunded where the failure was not our fault and the visit, labour and travel have already been committed;
• any revisit may be charged separately;
• we may decline to continue or return until the issue has been resolved.

11. Removal and Recycling of Old Appliances or Packaging

Where we agree to remove an old appliance, packaging or other waste, that service is limited to the items agreed with you and only where safe and practical to carry out.

We may refuse removal if the item is inaccessible, contaminated, unsafe, disconnected incorrectly, still connected to gas or other specialist services, or otherwise unsuitable for handling under the agreed service.

12. Product Descriptions, Images and Compatibility

We try to ensure that product descriptions, dimensions, colours, specifications, images and compatibility information are accurate. However, some images are illustrative, some dimensions may have tolerances, and manufacturers may alter specifications without notice.

It is your responsibility to check that the goods are suitable for your needs, space, compatibility requirements and intended use. If you are relying on a specific requirement, you should make that clear to us before ordering.

13. Risk and Ownership

Ownership of goods passes to you when we have received payment in full in cleared funds.

Risk in the goods passes to you on delivery, collection, or where applicable when goods are left in accordance with your instructions, subject to your statutory rights.

14. Distance Sales, Cancellations and Change of Mind

Where your contract is a distance or off-premises consumer contract, you may have a legal right to cancel within 14 days without giving a reason.

The cancellation period generally begins on the day after you, or a person nominated by you, receives the goods. For multiple goods delivered separately, the period generally begins on the day after the last item is received.

To cancel, you must tell us clearly before the cancellation period ends.

If you cancel a distance or off-premises contract:

• you may be responsible for the direct cost of returning the goods unless we agree otherwise;
• we may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods;
• we may withhold reimbursement until the goods are returned to us or you provide evidence of return, whichever is earlier.

15. Installation Services and Cancellation

If you cancel a contract for installation, setup or similar services after we have already started the service at your request, you may have to pay for the part of the service already provided.

If you ask us to begin a service during any legal cancellation period, you accept that you may be liable for a reasonable amount reflecting work already done if you then cancel, to the extent permitted by law.

16. Faulty, Damaged, Misdescribed or Incorrectly Supplied Goods

Your statutory rights under the Consumer Rights Act 2015 apply. Goods must be as described, of satisfactory quality, fit for purpose and, where installation is part of the contract, correctly installed.

You should inspect goods as soon as reasonably possible after delivery or collection and tell us promptly if anything is missing, damaged, faulty or not what you ordered.

If goods are faulty or not in conformity with the contract, we will deal with the issue in line with your legal rights. Depending on timing and circumstances, this may include repair, replacement, price reduction or refund.

17. Services Supplied with Reasonable Care and Skill

Any installation, setup or other service supplied by us must be carried out with reasonable care and skill. If a service is not carried out with reasonable care and skill, your legal remedies may include repeat performance or a price reduction, depending on the circumstances.

18. Warranty and Manufacturer Support

Manufacturer warranties or guarantees are in addition to your statutory rights and do not replace them.

Where a product is covered by a manufacturer warranty, the manufacturer or its authorised agent may handle part of the repair or support process. We may help facilitate this, but the exact process may depend on the brand, product and warranty terms.

19. Returns Process

Returned goods should be sent back only after contacting us and agreeing the return route. We may ask for photographs, serial numbers, proof of purchase or other reasonable information before arranging collection, inspection or return.

Goods should be returned complete with all parts, accessories, manuals and packaging where reasonably possible. This does not affect your statutory rights where goods are faulty or otherwise not in conformity with the contract.

20. Our Liability

We are responsible for losses you suffer that are a foreseeable result of our breach of contract or our failure to use reasonable care and skill.

We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any statutory rights that cannot lawfully be excluded.

Subject to that, we are not liable for:

• losses that were not foreseeable to both you and us when the contract was made;
• business losses where you are buying as a consumer, including loss of profit, loss of business, business interruption or loss of business opportunity;
• delays or failures caused by events outside our reasonable control, provided we take reasonable steps in response.

Where the law allows, and subject always to your non-excludable consumer rights, our liability for losses connected with the goods or services will be limited to a reasonable amount up to the total sums you paid under the relevant contract.

21. Events Outside Our Control

We are not responsible for failure or delay caused by circumstances outside our reasonable control, including extreme weather, supplier shortages, road closure, strikes, shortage of fuel, public health restrictions, transport disruption, power outage or events affecting safe access to your property.

Where such an event occurs, we will try to contact you and rearrange where appropriate.

22. Data Protection

We handle personal information in line with our Privacy Policy and applicable UK data protection law. Our Privacy Policy explains what information we collect, how we use it, who we share it with, and your rights.

23. Complaints

If you are unhappy with any goods or services, please contact us first using the details on our website or these Terms & Conditions. We will try to resolve matters fairly and promptly.

If a dispute cannot be resolved, you may also have access to consumer advice or redress routes, including Citizens Advice and relevant regulators or courts where appropriate.

24. Governing Law and Jurisdiction

These Terms & Conditions are governed by the law of Scotland.

If you are a consumer, you may bring proceedings in the Scottish courts and, where the law allows, may also have rights to bring a claim in the courts of the part of the UK in which you live.

25. Contact Details

Panasonic Store Inverness
112 Academy Street
Inverness
IV1 1LX
Email: sales@freemanretail.co.uk
Telephone: 01463 716646

Need to Speak to Us?

Call 01463 716646 or visit us at 112 Academy Street, Inverness.