Hello! Welcome to BHS Direct - home to electricals, appliances and gadgets

Customer Service


Opening Hours

Normal Opening Hours

  Monday-Thursday Friday Saturday Sunday
Sales Line 9am - 7pm 9am - 7pm 9am - 5pm 10.30am - 4.30pm

  Monday-Thursday Friday Saturday Sunday
Customer Service Line 9am - 5pm 9am - 5pm 10am - 2pm Closed

Bank Holidays:
Sales Line open 9am to 5pm.
Customer Service open 10am to 2pm.

Christmas Day, Boxing Day, New Year's Day, Easter Sunday: Closed


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Payment

We accept all major credit and debit cards including Visa, Mastercard, American Express, Visa Delta, Maestro (excluding Laser Cards) and Solo. Unfortunately we are unable to accept BHS Storecards. Please note we only accept payment by Credit Card if the card is registered in the UK or Ireland and we are delivering to the same UK or Irish address.

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Placing Your Order

Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms.

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Product Availability

All orders are processed and shipped as quickly as possible. In instances where our stock is fully allocated we may ship direct from the manufacturers to you. If for any reason the product you've ordered is no longer available, or there's been a price change, we will notify you within 5 days and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place on despatch of your products.

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Product Dimensions

Please note that any product dimensions do not include handles, controls or any other protruding features. The product dimensions we offer only represent the casing of an appliance.While we endeavour to be as precise as possible; any measurements or dimensions present on our websites should be treated as approximates. Images displayed on our websites are offered for illustrative purposes. We can’t guarantee that images displayed on screen will appropriately reflect the colour of the product you order. Please note that manufacturers may offer varying colours.We do our utmost to make sure that our product specifications are accurate and due to regular research and product development we may change information, as required, without notice.

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After Sales Service

At BHS Direct, we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.

Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer’s specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. At BHS Direct we aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.

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Technical Help

Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.

If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.

*Technical support is for diagnosing hardware faults only. They do not provide training, setup assistance of in the case of PCs and Laptops, help with software.

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Independent Reviews

Laptops Direct Reviews

We use Reevoo to collect our customer service reviews. Reevoo are an independent review company who work with retailers and manufacturers to allow our customers to give genuine reviews.

Reevoo only publish reviews written by people who have bought a product from our website. Reevoo email the customer, asking for a review, making the whole process independent from our own company.

Please take a look at our company profile on Reevoo to see all our independent reviews, view here.

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Late Delivery

If your goods haven’t arrived as expected, please follow the link in your email to use our online tracking service.

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Failed Delivery

We understand that sometimes you will not be available to receive your goods. For all items our couriers will attempt redelivery once. After which you will be charged for any further redelivery attempts. If you have ordered a small item, it may then be left at your local post office for you to collect. For large items including kitchen appliances, if the courier has contacted you prior to delivery and you are not available to receive your goods, there will be a redelivery charge. Refused deliveries will be charged the return delivery fee to our warehouse.

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Damaged / Missing Items / Wrong Items

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by HiWay, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible we consider it reasonable that your items will have been checked and reported within 5 days. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused

NOTE: Do not try to fit an item/appliance if it is damaged without calling for advice first. If you cause further physical damage by fitting an item you know to be a damaged we may be unable to accept the item for return.

In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.

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Returns


BHS Stores

We regret that under no circumstances can any product be returned to one of our BHS Stores. All products must be returned via the BHS Direct Returns Policy below.

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Cancellations

If you are a consumer based in the UK and not a business or organisation then this section applies to you. For business terms please refer to our Commercial Terms.

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are able to cancel, regardless of the reason and you will receive a full refund. For all large 2 man delivery items we require cancellation at least 3 working days before delivery is due for the full refund and for smaller 1 man delivery items cancellation can happen any time before dispatch. Please call us for more information.

You can also cancel your order within 7 working days from the day following delivery. Click here for details about how to cancel your order and return your goods to us.

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FAULTY ITEMS

On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.

All new goods we sell to UK and Irish consumers have at least 6 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer’s local service centre to confirm this.

Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland.

Faults Occurring Within 28 Days of Receipt: If any of our products develop a fault within the first 28 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item it is much faster to call the manufacturer direct in the first instance who will arrange for a onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).

Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.

Faults Occurring After 1 year but within manufacturer’s warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.

Faults Occurring Outside Manufacturer’s warranty period: As an additional service we are able to quote on repairs for some items such as Laptops and TVs. This does not affect your statutory rights. Please contact us by eMessage for more details.

Please note a handful of manufacturers include a warranty registration form in the box - don’t forget to complete this and send it off within the specified time period. If you have purchased a Laptop or PC for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information

For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer’s warranty. Please call our Sales team on 0871 984 4412 or send us an eMessage to enquire about warranty extensions.

These terms do not affect to your statutory rights.

Click here for the returns process for faulty goods.


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Promotional Codes

If you sign up to our latest offers we will send you promotional codes from time to time.

How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.

Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date. We reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice. If you exploit a promotional code we have the right to contact you to return any items which were obtained that didn’t meet the criteria of the promotion.

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Delivery

We offer a wide variety of options, including free “Supersaver” delivery service option on all small and medium-sized products (including TVs below 40" screensize); 7-10 days UK Mainland only.

Larger goods – TVs over 40", "standard" kitchen appliances (washing machines, dishwashers, fridges etc) – provided they are in stock – can be delivered ( UK Mainland) on a pre-arranged date from just 20.

Oversized items (Range cookers, Side-by-side American Style fridge-freezers) can be delivered to the UK Mainland with delivery options from just 40.

Please note, surcharges apply for Out Of Areas – Republic of Ireland, Northern Ireland, the Scottish Islands – on all categories, and delivery timescales can be longer depending upon the size of the product. For full delivery option details – including cut off times for order processing - please see under Delivery Information.

Please be aware that our cut off for order processing is 5pm for online orders and 6pm for telephone orders. Order processing is subject to stock availability, cleared funds and customer address verification.

Deliveries can take place from 7am till 8pm, excluding weekends and bank Holidays. If you have ordered IT equipment and have requested add on services such as a Pre Delivery Inspection, fitting of additional memory or a Recovery DVD, your order may be delayed.

The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 8pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed.

For most Kitchen Appliances and TVs over 40” screen size, we use two-man delivery teams to ensure that your goods arrive safely in one piece. As part of the high quality service our drivers will deliver your new appliance to the room of your choice, unpack it, allow you time to check for any damage before asking you to sign for the goods and then take all the packaging away with them. Please note – we can only deliver to ground floor.

Late Delivery

If your goods haven't arrived as expected, please follow the link in your email to use our online tracking service. If we have promised to send your goods to you on an agreed date and we fail to deliver we will refund you the difference between the priority delivery service and our standard service or 5, whichever is the greater. To request this fixed compensation, please send us an eMessage.

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Website Security

We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.

If you have any questions or comments about privacy or security please contact us via the eMessaging service.

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Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.

In addition, we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.

View our full privacy policy.

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WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy a new Electrical or Electronic product from us.

For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at 15 inc VAT (25 inc VAT for Out of Areas – see under Delivery Information for details) - this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

Under the Waste Battery Regulations, BHS Direct are now offering a take back scheme for all portable waste batteries. You can return your waste batteries the BHS Direct premises in person (please do not post or return batteries to BHS stores)click here for BHS Direct address. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

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Commercial Purchases

For any enquires regarding purchases for commercial use please read our terms.

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Buy with Confidence!

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  • No Quibble Returns Policy
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    We accept American Express We accept Visa We accept Visa Electron We accept Maestro We accept Solo We accept Amazon Payments