General Terms & Conditions
Call Rates & Recording
Please note that calls from landlines and mobiles are included in free call packages or charged at your suppliers local call rate. Calls may be recorded for training or monitoring purposes.
Delivery and Returns
Miele major domestic appliances (excluding Vacuum Cleaners)
We aim to make the purchase of your new appliance from Miele as easy as we can so that you can enjoy your new machine with as little hassle as possible. The price you pay for your appliance direct through Miele includes the cost of delivery, basic connection (where applicable) and disposal of your old appliance. We will even take away all unwanted packaging that comes with your new appliance, saving you the trouble of disposing of it yourself.
Please note that this service applies to mainland UK addresses only, offshore deliveries include Isle of Man, Scilly, Isle of White, Channel Islands and Scottish islands. For services in Northern Ireland please contact Miele Ireland by clicking here.
Once you have placed your order we will contact you by telephone usually by the following working day to arrange delivery to your chosen address and to confirm if you have an old machine for disposal. We can usually deliver your appliance within 2 working days after placing your order although this is subject to your postcode, stock availability and to us agreeing with you a time that is convenient.
For freestanding appliances we will disconnect your old appliance and take it away for recycling. We will put your new appliance in place including plugging it in and for freestanding washing machines and dishwashers we will connect to water supply and waste. In some circumstances, where we find mains services to be unsuitable for safe disconnection and connection or where some level of remedial works are required, we reserve the right to not carry out these services. We are unable to disconnect or connect hard wired appliances, to rewire plugs, to ‘customise’ fittings and fixtures or to dismantle or change any furniture.
We regret that we are unable to un-install or install integrated or semi integrated appliances, this includes appliances that have an integrated door front matching your kitchen cabinets. We can take away your old integrated appliance for disposal providing that it is disconnected from all mains supplies and that it is removed from its niche and has no fixings or furniture attached to it.
Where you have bought a tumble dryer and stacking kit which is compatible with your washing machine we can stack your tumble dryer on top of your washing machine.
We will remove all packaging and if required dispose of your old appliance all free of charge leaving you with only your new Miele to enjoy.
We always aim to consolidate orders although if you have also ordered Accessories, a Vacuum Cleaner or more than one product then these may arrive separately on a different delivery.
The online price you pay for your Miele Vacuum Cleaner includes the cost of delivery.
Deliveries of vacuum cleaners can be made to all UK addresses.
We will aim to deliver your Vacuum Cleaner within 2-5 working days subject to stock availability.
Our chosen carrier will attempt delivery to your chosen address; if there is no-one available they will leave a card with instructions on how to arrange another delivery date or how to collect locally.
We always aim to consolidate orders although if you have ordered accessories or more than one product with your Vacuum Cleaner then these may arrive separately on a different delivery.
If we can help with anything relating to the delivery of your Miele vacuum cleaner please email us at firstname.lastname@example.org quoting your Order Acknowledgment number.
Accessories & Dustbags
Orders of £15 or more qualify for free standard delivery within the UK mainland and Channel Islands only.
Dustbag only orders - Standard delivery
Deliveries of dustbags via Miele to me are made within 2-5 working days of placing your order.
Accessory Orders - Standard delivery
Miele to me deliveries of accessories are made within 2-5 working days of placing your order. These goods will be delivered via our chosen courier and will require a signature.
Out of stock items
To avoid dissatisfaction we aim to keep stock at levels to meet customers demand. From time to time however products may regrettably be out of stock. If this is the case then we will inform you by email and the items will be delivered to you as soon as they are available. Items on the same order that are in stock will be delivered to you as normal.
Returns and cancellations
Your right to cancel your order
You may cancel your order up to 14 days after delivery. Please inform us in writing (if by email at email@example.com) quoting your order acknowledgement number and indicating your wish to cancel. We will contact you by email to confirm that your order has been cancelled and to give you further instructions.
If we receive your cancellation before your order has been dispatched we will cancel your order and make a full refund to the card that was used for purchase.
If we have already dispatched your order or it has been delivered you can return it to:
Returns, Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxon, OX14 1TW
If you would like us to collect your order we can do this at a cost of £45 deductible from any refund given.
For a full refund products must be returned in an unused and saleable condition complete with their original packaging, and along with any items supplied free of charge (eg. Care Collection starter packs, dustbags or accessories).
You will receive your refund within 14 days of the cancellation date.
Faulty Items covered by guarantee
In the unlikely event that you believe your new appliance to be faulty, please call 0330 160 6600. If we cannot rectify the problem over the telephone, we will arrange for a Miele Service Technician or service partner to visit your home and inspect your appliance, replacing any failed parts and ensure it is working as intended.
This does not affect your statutory rights.
Vacuum Cleaners within guarantee
In the unlikely event that you believe your new vacuum cleaner to be faulty, please call us on 0330 160 6600 to discuss the fault, to discuss the fault, if we cannot rectify the problem over the telephone we will arrange with you for your vacuum cleaner to be collected, rectified and returned to you.
This does not affect your statutory rights.
Conditions of Sale
MIELE COMPANY LIMITED STANDARD CONDITIONS FOR THE SALE OF GOODS
This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the products (Products) listed on our website www.miele.co.uk (our site) to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.
You should print a copy of these terms and conditions for future reference. You may print a copy of these terms and conditions to store and print byclicking here.
1. INFORMATION ABOUT US
1.1 www.miele.co.uk is a site operated by Miele Company Limited (we). We are registered in England and Wales under company number 00769014 and with our registered office at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our main trading address is also at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our VAT number is 226947242. Our email address which you may use to contact us is: firstname.lastname@example.org
2. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
2.1 All orders are subject to acceptance by us.
2.2 If we reject your order our website will display a page acknowledging your order but advising you that we have rejected it.
2.3 If we accept your order we will send you an email (the Order Confirmation) acknowledging your order and confirming our acceptance of it. Our Order Confirmation will also advise you that we have taken payment for the Product or Products that you have ordered. The contract between us (Contract) will be formed when we send you the Order Confirmation.
2.4 A guide to the different steps that you must take for a Contract between us to be formed is available on the home page of the On-line store click here.
2.5 For one year we will retain details of the Contract with you which will be accessible by us. We will provide such details to you on request.
2.6 The Contract between us will be formed in the English language.
3. CANCELLATION RIGHTS
3.1 If you are contracting as a consumer, you may cancel a Contract at any time within fourteen days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 7 below).
3.2 To cancel a Contract, you must inform us of your decision to cancel by a clear statement in writing or by e-mail to email@example.com.You must also return the Product(s) to us without undue delay (and in any event no later than 14 days after informing us of your decision to cancel, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to handle and take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. If the value of the Products is diminished as a result of your unnecessary handling of them, we may recover such diminished value from you either directly or by reducing the value of any refund due to by that amount.
3.3 Details of this statutory right, and an explanation of how to exercise it, are provided in the Order Confirmation. This provision does not affect your statutory rights.
4. AVAILABILITY AND DELIVERY
4.1 Your order will be fulfilled by the delivery date set out in the Order Confirmation or, if no delivery date is specified, then no later than 30 days of the date of the Order Confirmation, unless there are exceptional circumstances.
If the Product(s) that you order are unavailable for delivery by us within the time period specified in clause 4.1, we will inform you and refund your payment as soon as possible. We will in any event refund your payment within 30 days of the delivery date set out in the Order Confirmation, or if no delivery date is specified in the Order Confirmation within 60 days of the date of the Order Confirmation.
4.3 If the Product(s) that you order are unavailable for delivery by us within the time period specified in clause 4.1 we will not provide substitute goods for the Product(s) unless you request us to do so.
5. RISK AND TITLE
5.1 The Products will be at your risk from the time of delivery.
5.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
6. PRICE AND PAYMENT
6.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error, and will include VAT.
6.2 Information on any Product shown on our site will include a statement as to whether delivery is included in the Product price, or whether an additional delivery charge is payable. Where delivery is not included in the Product price, the delivery charge will be added to the total amount due as set out in our Delivery Guide. Please refer to our Delivery Guide for details.
6.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.
6.4 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product or reject your order and notify you of such rejection.
6.5 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mis-pricing.
6.6 Payment for all Products must be by credit or debit card. Please refer to the product page of our website for a list of cards that we accept. We will charge your credit or debit card when we confirm our acceptance of your order via Order Confirmation.
7. OUR REFUNDS POLICY
7.1 When you return a Product to us because you have cancelled the Contract within the fourteen day cooling-off period, we will process your refund within 14 days of the date that you cancel. We will refund you the full price of the Product, including the cost of sending the Product to you (unless you chose a delivery method other than the least expensive type of standard delivery offered by us, in which case we shall refund you an amount no less than the cost of the least expensive type offered). Our payment of your refund does not depend on prior receipt by us of the returned Product from you. However you should return the Product to us within 14 days of the date that you cancel. Unless clause 4.3 applies you will be responsible for the cost of returning the Product to us.
7.2 When you return a Product to us after the fourteen day cooling-off period for any reason (for example because you claim that the Product is defective), we will examine the returned Product and will advise you whether you are entitled to a refund by e-mail within a reasonable period of time. We will process any refund due to you within 30 days of our confirmation of your entitlement to a refund. Where we confirm your entitlement to a refund, we will refund you in full for the Product, including a refund of the delivery charges for sending the Product to you and the cost incurred by you in returning the Product.
7.3 We will refund any money received from you using the same method originally used by you to pay for your purchase, unless you have expressly agreed otherwise. In any event you will not incur any fees as a result of the refund.
8. OUR LIABILITY
8.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied. Please refer to your Miele Guarantee leaflet for details of our standard warranty, and for options to buy extended warranties.
Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
8.3 This does not exclude or limit in any way our liability:
(a) For death or personal injury caused by our negligence;
(b) Under section 2(3) of the Consumer Protection Act 1987;
(c) For fraud or fraudulent misrepresentation; or
(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
8.4 We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to
(a) loss of income or revenue
(b) loss of business
(c) loss of profits or contracts
(d) loss of anticipated savings
(e) loss of data, or
(f) waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; provided that this clause 8.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause 8.1 or clause 8.2 or any other claims for direct financial loss that are not excluded by any of categories (a) to (f) inclusive of this clause 8.4.
9. WRITTEN COMMUNICATIONS
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
All notices given by you to us must be given to Miele Company Limited at the postal or e-mail address set out in clause 1. We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 9 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
11. TRANSFER OF RIGHTS AND OBLIGATIONS
11.1 The contract between you and us is binding on you and us and on our respective successors and assigns.
11.2 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
11.3 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations under it, without our prior written consent.
12. EVENTS OUTSIDE OUR CONTROL
12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
12.2 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
13.1 1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
13.2 A waiver by us of any default shall not constitute a waiver of any subsequent default
13.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 10 above.
If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
15. ENTIRE AGREEMENT
We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.
16. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS
16.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.
16.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
You may address any complaints to us at our address set out in clause 1.
18. LAW AND JURISDICTION
Contracts for the purchase of Products through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
Miele stands by making high quality products which typically last longer thereby minimising the contribution to waste of end of life appliances.
In accordance with the 2007 WEEE Regulations when you buy a new domestic appliance (excluding vacuum cleaners) direct from Miele we will remove your old appliance, like for like, and ensure that it is disposed of in an environmentally friendly way, all free of charge. This includes refurbishing and reusing old appliances wherever possible, recovering materials which can be recycled and minimising what is finally consigned to landfill as waste.
Miele is part of the national scheme to promote recycling and more information can be found at www.recycle-more.co.uk .
Cookies are harmless text files designed to make your online life easier, usually by remembering details such as whether you've visited a site before, what content you may have viewed and what you've placed in your online shopping basket. This data is completely anonymous, containing simply a website name and unique user ID.
Cookies are also used to collect anonymous data about how visitors use a website, such as how long is spent on each page. This allows companies to work out which parts of their websites are most popular, and which sections might need improving to give visitors a better experience of using the site.
None of the cookies we use collect personal information about you; they are simply used to give us anonymous data that allows our website to work properly and help us see where we can improve.
The Miele website uses anonymised cookies to serve the following functions:
Adding products to your shopping basket – this allows you to move from one page to another without losing anything that you've put in your online shopping basket.
Count visitor numbers – several 1st party cookies are used to count visitor numbers, pages viewed and other anonymous data on site usage.
Tailoring adverts and content – this allows us to see anonymous data about what information you've seen before and how you've interacted with our site – for instance, what products you've bought from us – so that we can show you content such as related products that you're more likely to be interested in.
Google Analytics tracking – this gives us aggregated data on how visitors use our website, allowing us to see information such as which are our most popular pages, and how long visitors spend on different parts of our site. We use this anonymous data (which is linked only to your IP address, not to any personally identifying information) to identify parts of the site that may need redesigning or rewriting to make them easier to use.
Other third party analytics tracking – from time to time, we may also make use of other third party analytics tracking, which again is linked only to your IP address and not to any personal information.
If you'd rather not have cookies on your computer, you can disable them quickly and easily in your browser settings. Instructions for doing this will vary from browser to browser, but will usually be in the ‘privacy' section of your browser settings or preferences. You'll also be able to delete any cookies already on your computer, as well as blocking cookies from other sites.
Disabling cookies in your browser may result in some aspects of the Miele website not functioning correctly. For example, the products you put in your shopping basket may disappear if you move to another page. We therefore recommend keeping cookies enabled to ensure you get the most from our site.
For further information about cookies and how to disable them in different browsers, the Information Commissioner's Office offers this comprehensive guide to cookies.
Data, Privacy and Information
Miele will only collect and use personally identifiable information, such as your name, address, email address and telephone number, for the purpose for which you provided the data or to give you news of Miele promotions and new products. Your personally identifiable data will only be used within the Miele group and by business partners who are commissioned by us to fulfill your request.
Miele adopts best practices and technologies to safeguard your personally identifiable information against loss, damage, corruption, manipulation, unauthorised access and unauthorised disclosure. If you have any questions regarding Miele's Data Security please do not hesitate to contact our webmaster at firstname.lastname@example.org.
Cross-references or Hyperlinks on Miele websites may connect to Internet sites run by other companies. Miele cannot accept any responsibility whatsoever for the content of such sites or their data security policies.
Every effort is made to ensure that all information, content and data shown on the Miele website in relation to Miele products, services, news and promotions is accurate, up to date and complete. However due to continuous product improvement and other changing conditions Miele reserves the right to make changes to products and technical data, and other website content without prior notice. Miele will treat all complaints relating to website information in a fair and reasonable way but ultimately will not be held responsible for any loss, inconvenience or action taken based on the information provided in good faith on this website.
The copyright in all text and images on this site belongs to Miele Company Ltd or its licensors. You may view, download and print for your own reference only and for circulation strictly within your own organisation, but may not modify or make any further use of or copy to any other person, or make any commercial use of whatsoever, without Miele's specific written permission.
Voucher codes offered by Miele may only be redeemed against orders placed direct at the Miele website for the products listed for sale. Voucher codes have no cash value and cannot be refunded or credited against. Vouchers may only be used once and no credit will be given against part used vouchers. All vouchers have an expiry date normally indicated at the point of issue. The expiry date is set to allow a reasonable period of validity and expired vouchers will not be re issued or refunded. Miele reserve the right to cancel or change, at any time, vouchers which have not been redeemed, even if this is within the valid period.
Miele Terms and Conditions for Service Visits and Repairs (Domestic Appliances)
Please read the following important terms and conditions before you order services from us.
Summary of some of your key rights:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after we accept your order, you can cancel the contract (and get a full refund of any advance payments). Please note that if we have already started or completed the services within this period, the position is different as explained below.
We are under a legal duty to supply services that conform to these terms and other information supplied to
The Consumer Rights Act 2015 says that where the contract is for services:
- you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it;
- if you haven't agreed a price beforehand, what you're asked to pay must be reasonable;
- if you haven't agreed a time beforehand, it must be carried out within a reasonable time.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit
www.citizensadvice.org.uk or call 03454 04 05 06.
The information in this summary box summarizes some of your key rights. It is not intended to replace the
contract below which you should read carefully.
This contract sets out your legal rights and responsibilities, our legal rights and responsibilities and certain key information required by law. In this contract:
- We, us or our means Miele Company Limited; and
- You or your means the person using our site to buy services from us.
If you don't understand any of this contract and want to talk to us about it, please contact us by e‐mail or by telephone by the contact details at section 1 below. We may record calls for quality and training purposes.
1 Information about us and how to contact us
1.1 We are Miele Company Limited, a company registered in England and Wales. Our company registration number is 00769014 and our registered office and primary trading address is at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our registered VAT number is 226947242.
1.2 You can contact us about a service visit or repair by:
1.2.1 telephoning our customer service team 0330 160 6600 (local rates apply from mobiles and landlines, and may be included in included minutes) – this line is open from Mondays to Fridays 8:00 am to 6:00 pm and Saturdays from 9:00 am to 2:00 pm
1.2.2 via the link on at http://www.miele.co.uk/domestic/maintenance‐and‐service‐480.htm
1.2.3 by e‐mail at email@example.com
1.3 If we have to contact you we will do so by telephone or by writing to you at the email address or
postal address you provided to us in your order.
1.4 When we use the words "writing" or "written" in these terms, this includes emails.
2 Coverage of these terms
2.1 If you buy services on our site or through a phone booking you agree to be legally bound by this contract.
2.2 You may only order service visits or repairs for non‐business reasons. For our commercial repair services, please visit http://www.miele‐professional.co.uk/ or call 0845 365 6608. Different terms apply to our commercial repair services.
2.3 Services may be ordered online or by phone. In some cases, we need to take your order by phone rather than online. Please see http://www.miele.co.uk/domestic/maintenance‐and‐service‐480.htm for a list of services that can only be ordered by phone on 0330 160 6600.
2.4 This contract is only available in English. No other languages will apply to this contract.
2.5 We only accept orders for service visits or repairs from within Great Britain (not Northern Ireland). For service visits to some parts of the UK, we do not provide services ourselves but will provide details for our service partners who operate in those areas. Please visit our website for further details. Customers living in Northern Ireland and Southern Ireland should contact Miele Ireland on 0800 904 7927 to book a service repair and should not use our online booking system.
3 Ordering services from us
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You place an order on the site by entering the required details through our portal at https://iservice.miele.co.uk/amsap58/htm/Start.htm. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.
3.2.1 When you place your order at the end of the online checkout process by clicking on the 'submit' button, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons:
(a) the appliances are not ones for which we can accept online service visit bookings
(see section 5);
(b) we cannot authorise your payment (where applicable);
(c) there has been a mistake on the pricing or description of the services.
3.3 Where you place your order by phone, our customer services will take details and will advise you if for any reason we cannot take your order.
3.4 Please ensure that all details submitted with your order are accurate. This will assist us in dealing with your repair efficiently
3.5 We will only accept your order when we e‐mail you to confirm this (Confirmation E‐mail). At this point a legally binding contract will be in place between you and us.
3.6 If you wish to change an order after we have accepted it, please let us know as soon as possible. If the change is possible, we will advise about any change to price, timescales or anything else that would be involved and ask whether you wish to go ahead on that basis. If we cannot agree to a change, you may wish to end the contract (see sections 7 and 8).
3.7 If we need to make changes to an order, we will notify you and, if you do not agree to those changes, you may then contact us to end the contract before the changes take effect (and receive a refund for any services paid for but not received). If our supply of services is delayed by events outside our control, we will notify you as soon as possible and take steps to minimize the effect of any delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you can contact us to end the contract (and receive a refund for any services paid for but not received).
4 Service visits
4.1 Except for appliances that are returned to us for repair (see section 5), you agree that we will carry out a service visit to diagnose and/or repair or service your Miele appliance. The details of the services to be provided are as set out in the Confirmation E‐mail.
4.2 We may carry out the services through our own engineers, or may sometimes use our authorised repairers to carry out the services on our behalf (in which case, we remain responsible for the services).
4.3 We will normally agree the date of your service visit when you arrange it. At your request, we will provide you with a narrower time slot and the name of the service engineer who will visit you by the following methods, from 3.00 p.m. the day before the visit, as follows:
4.3.1 text message: provide us with a mobile number and we will text you the name and two‐hour call slot of the engineer;
4.3.2 e‐mail: if we have your e‐mail address, we can send you the information electronically.
4.4 Although we aim to return your appliance to working order during the first service visit, there are some circumstances where this may not be possible, including:
4.4.1 If we do not have all necessary parts to complete the repair, we may need to arrange a return visit. In such cases we will not charge you a call‐out charge for the first visit although engineer time during that first visit will be counted towards the first hour of time for the
4.4.2 If in our opinion your appliance is beyond economic repair, we will discuss this with you before carrying out the services. Where you decide not to have work carried out for this reason, please note that a call‐out charge will still apply (see section 9.1.3 below).
4.5 If you do not allow us access to your property to provide the service visit as arranged (and you do not have good reason for this) we may charge you additional costs incurred by us as a result (see the charges for failed calls on our website). If, despite our reasonable efforts, we are then unable to contact you or re‐arrange the service visit, we may end the contract.
5 Vacuum Cleaners and Countertop Coffee Machines
Repairs for vacuum cleaners and countertop coffee machines are not carried out by service visit – for these appliances, please order the repair by phone on 0330 160 6600 to enable us to arrange collection of your appliance for repair or servicing. Our repair service and charges for these appliances are set out at http://www.miele.co.uk/domestic/maintenance‐and‐service‐480.htm and are inclusive of parts and labour. This service covers servicing and minor repairs, and we are not able to provide this service for appliances requiring major repairs: where we consider that your vacuum cleaner or countertop coffee machine cannot reasonably be repaired, we will return the appliance to you and refund the cost of the service.
6 Service Guarantee
6.1 Miele guarantees all repairs carried out on a specific fault for 12 months, covering both labour and replaced parts. Please note that this service guarantee only covers the specific parts and services supplied under the service visit or during the repair: it does not cover any other faults that your appliance may have. The service guarantee does not apply where the failure of a repair or a replaced component is due to any of the following:
6.1.1 Non‐compliance with safety regulations and warnings given in the operating instructions;
6.1.2 Faults caused by operating errors or lack of care;
6.1.3 Inappropriate and/or commercial use;
6.1.4 Intentional or accidental damage, or external influences;
6.1.5 Incorrect installation or faulty repairs by non‐authorised repairers; or
6.1.6 Use of non‐approved spare parts or accessories.
6.2 The service guarantee is offered as an extra benefit and does not affect your key rights, which are summarized at the top of these terms.
7 Your right to cancel this contract
7.1 You have the right to cancel this contract within 14 days without giving any reason. The cancellation period lasts for 14 days, starting the day after the day on which the contract was made. Where you have requested us to supply services before the end of this cancellation period:
7.1.1 If you cancel during the cancellation period but after we have started the services (but before they are completed), you must pay us for the services provided up until the time you tell us that you have changed your mind.
7.1.2 You do not have the right to cancel in respect of services that have been completed, even if the cancellation period is still running.
7.2 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or by email). You can use the model cancellation form set out in the box below, but it is not obligatory.
To Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxfordshire OX14 1TW (e‐mail: firstname.lastname@example.org:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following
Ordered on [*]/received on [*],
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
[*] Delete as appropriate
7.3 You can also electronically fill in and submit the model cancellation form, or any other clear statement, on our website https://www.miele.co.uk/domestic/contact‐form‐2970.htm. If you use this option, we will communicate to you an acknowledgement of receipt of that cancellation in a durable medium (e.g. by e‐mail) without delay.
7.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
8 Effects of cancellation during the cancellation period
8.1 If you cancel this contract, we will reimburse any advance payments received from you. If you cancel after we have started the services, we will charge you (or, where you have made advance payment, deduct from any refund) an amount for the supply of services in proportion to the services provided before you communicated your cancellation of the contract.
8.2 We will make any reimbursement that is due without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
9 Price and Payment
9.1 Our service visit charges are set out on our website in pounds sterling (GBP) and include VAT at the applicable rate. The price for your service visit (and the basis of any charges we cannot calculate in advance) will be indicated on the order pages when you place your order or will be confirmed during your phone booking:
9.1.1 call‐out charges include the first hour of labour; additional time after that first hour is based on an hourly rate but is charged in 6‐minute increments;
9.1.2 replacement spare parts are charged as extra – your service engineer will advise you of the cost of spares;
9.1.3 where our engineer advises that your appliance is beyond economic repair (BER), our BER call‐out charge will apply. We take all reasonable care to ensure that the prices advised to you are correct. If, in the course of a service visit, it becomes apparent that further work is needed on your appliance beyond that covered in your order, the service engineer will agree the costs of that additional work with you.
9.2 In some cases, and where stated during the order process, we require advance payment before we start the services. Where you have made advance payment (unless you have pre‐paid in full) we will invoice you for the balance of the price of the services when we have completed them. In all other cases, you will need to make payment on completion of the services.
9.3 Unless services have been fully pre‐paid, you must pay each invoice within 30 calendar days after the date of the invoice. We accept payment by all major credit and debit cards or by cheque, but we are unable to accept cash payment. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Barclays Bank from time to time. This interest will accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
9.4 Nothing in this clause affects your legal rights to cancel the contract during the cancellation period under sections 7 and 8.
10 Ending the contract
10.1 Your rights to cancel the contract during the cancellation period under the Consumer Contracts Regulations 2013 are described at sections 7 and 8. Where you wish to end the contract in other circumstances or outside the cancellation period:
10.1.1 if you wish to end the contract but we have not completed the services, you must pay us for services provided up until the point that you end the contract (and, if any advance payments exceed the amount due, we will refund the difference to you);
10.1.2 if you wish to end the contract because:
(a) we have told you about a change to the services, and error in the price or description of the services, or a change to these terms to which you do not agree, or because there is a risk that the services will be significantly delayed because of events outside our control; or
(b) because you have a legal right to end the contract because our services were not in conformity with the contract or were defective, you will not be liable to pay for any services that have not been provided and if we are at fault you may also be entitled to compensation.
10.2 We may end the contract if:
10.2.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
10.2.2 you do not, within a reasonable time, allow us access to provide the services.
10.3 If this contract is ended it will not affect our right to receive any money which you owe us under this contract.
11 Limit on our responsibility to you
11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:
11.1.1 losses that:
(a) were not foreseeable to you and us when the contract was formed; or
(b) that were not caused by any breach on our part;
11.1.2 business losses; and
11.1.3 losses to non‐consumers.
12 If there is a problem with our services
12.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
12.1.1 contact us using the contact details at section 1; or
12.1.2 visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.
12.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
12.3 Please contact us using the contact details at section 1, if there has been a problem with our services and you want us to repeat or remedy a service, or you wish to request a price reduction or to reject the services and get a refund.
13.1 We aim to resolve any disputes with you quickly and efficiently. If for any reason you are unhappy with our services, please contact us as soon as possible using the contact details at section 1 above.
13.2 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
13.2.1 let you know that we cannot settle the dispute with you; and
13.2.2 give you certain information required by law about our alternative dispute resolution (ADR) provider. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN
13.3 If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract.
13.4 Relevant United Kingdom law will apply to this contract.
14 Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.