General Terms & Conditions
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. 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 and Northern Ireland only, offshore deliveries include Isle of Man, Isles of Scilly, Isle of Wight, Channel Islands and Scottish islands.
Freestanding Appliances
For freestanding appliances we will disconnect your old appliance and take it away for recycling (charges apply and vary). If you opt for our installation service, 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. It is your responsibility to be aware of your installation requirements, including length of hoses and access for any valves on the inlet pipes, and to inform us if any such requirement is likely to delay or impede installation.
Built-in dishwashers
For built-in dishwashers we are able to offer an installation service for both integrated and semi-integrated appliances, this includes fitting the integrated door from matching kitchen cabinets. This is a chargeable service, the cost of which can be obtained by contacting us on 0330 160 6630. This must be requested and paid at the time of purchase to ensure we are able to set a suitable installation date. For orders placed on www.miele.co.uk it is the customers responsibility to telephone 0330 160 6630 to add this service to the order (where you order products from our Technicians in your home, our Technicians will discuss this service with you at the point of order). 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. Customers are required to remove plinths and ensure access is available to the stopcock prior to the installation team arriving at the property.
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 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.
Vacuum Cleaners
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 mieleretailaftersales@miele.co.uk quoting your Order Acknowledgment number.
Accessories & Dustbags
Orders of £50.00 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 mieleretailaftersales@miele.co.uk) 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.
Returns
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
Miele appliances
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.
1.1 We are Miele Company Limited, a company registered in England and Wales. Our company registration number is 00769014 and our registered office address is at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our registered VAT number is 226947242.
1.2 You can contact us about a product, a service or a repair on:
1.2.1 By telephoning our customer service team on 0330 160 6600 (local rates apply from mobiles and landlines, and will be included if your phone tariff offers inclusive calls to landlines) – 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 (excluding Bank Holidays). Throughout the year, opening times may vary, please refer to our website - www.miele.co.uk/cs/service/contact-11- for further details.
1.2.2 Via the link on at https://www.miele.co.uk/domestic/contact-form-2970.htm
1.2.3 By e‐mail at contact@miele.co.uk.
1.2.4 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.
1.2.5 When we use the words "writing" or "written" in these terms, this includes emails.
1.2.6 www.miele.co.uk is a website operated by us.
2.1 Summary of your legal rights and the 30-day cooling off period
2.1.1 Please read the following important terms and conditions before you order products from us. Summary of some of your key rights:
2.1.2 You have the following legal rights (under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) when you buy products from us:
(a) If you decide you no longer want the product, you may cancel your contract within 14 days after the day on which you received the product and receive a full refund. We offer an extended right to return period to the 14 day period provided for under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We offer a 30-day right to return – this does not affect your statutory rights as a consumer. As such, you may cancel the contract and return your products for any reason within 30 days of the day you receive the products.
(b) If you cancel the contract, you must retain possession of the products and take reasonable care of them.
(c) You must inform us of your decision to cancel by a clear statement.
Please see the Cancellation Rights (at Section 4) below for more details.
2.1.3 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.
2.1.4 The information in this paragraph 2.1 summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.
2.2 How the contract is formed between you and us (when ordering a product online)
2.2.1 All orders are subject to acceptance by us.
2.2.2 If we reject your order our website will display a page acknowledging your order but advising you that we have rejected it.
2.2.3 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.
2.2.4 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 at www.miele.co.uk.
2.2.5 For 1 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.
2.2.6 The contract between us will be formed in the English language.
2.2.7 To cancel the contract please contact our consumer aftersales team on 0330 160 6630 option 2. You will then be informed of details of how to return or arrange collection of the products. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. Please take reasonable care of the products while they are in your possession as failure to do so may impact upon the process of claiming a refund. Charges for delivery and installation are not refundable. Please see the Cancellation Rights (at Section 4) below for more details.
2.3 How the contract is formed between you and us (when ordering a product from one of our Technicians in your home)
2.3.1 Before you place an order our Technician will provide you with a copy of these terms and conditions by email and will summarise some of the key terms to you. If you don't understand any of these terms and want to talk to us about it directly rather than through our Technician, please contact us by e‐mail or by telephone by the contact details at Section 1 above before placing an order.
2.3.2 All orders placed through our Technicians are subject to acceptance by us.
2.3.3 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 will be formed when we send you the Order Confirmation.
2.3.4 If we are unable to accept your order, we will inform you of this and will refund all sums that you have paid for the order to the credit or debit card used by you to pay for the order. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
2.3.5 For 1 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.
2.3.6 The contract between us will be formed in the English language.
2.3.7 To cancel the contract please contact our consumer aftersales team on 0330 160 6630 option 2. You will then be informed of details of how to return or arrange collection of the products. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. Please take reasonable care of the products while they are in your possession as failure to do so may impact upon the process of claiming a refund. Charges for delivery and installation are not refundable. Please see the Cancellation Rights (at Section 4) below for more details.
2.4 Changes to an order
2.4.1 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 Section 4 Cancellation Rights).
2.4.2 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 products paid for but not received). If our supply of products 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 products paid for but not received).
2.5 Delivery and Installation
2.5.1 Domestic appliances (excluding Vacuum Cleaners)
(a) We aim to make the purchase of your new appliance from us as easy as we can so that you can enjoy your new machine with as little hassle as possible. We will deliver the appliance and take away all unwanted packaging that comes with your new appliance, saving you the trouble of disposing of it yourself. Information regarding delivery and installation of your appliance and the associated cost can be found on our website www.miele.co.uk.
(b) Please note that this service applies to England, Scotland and Wales addresses only. For remote geographical locations such as Isle of Man, Isles of Scilly, Isle of Wight, Channel Islands, the Scottish islands, we may only offer a delivery service only. Please contact our customer service team on 0330 160 6600 for further information. For services in Northern Ireland please contact Miele Ireland at www.miele.ie.
(c) After 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 will usually deliver your appliance within 3-5 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.
(d) Freestanding Appliances
For freestanding appliances we will disconnect your old appliance and take it away for recycling (charges apply and vary). If you opt for our installation service, 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. It is your responsibility to be aware of your installation requirements, including length of hoses and access for any valves on the inlet pipes, and to inform us if any such requirement is likely to delay or impede installation.
(e) Integrated appliances
Built-in dishwashers
For built-in dishwashers we are able to offer an installation service for both integrated and semi-integrated appliances, this includes fitting the integrated door from matching kitchen cabinets. This is a chargeable service, the cost of which can be obtained by contacting us on 0330 160 6630. This must be requested and paid at the time of purchase to ensure we are able to set a suitable installation date. For orders placed on www.miele.co.uk it is the customers responsibility to telephone 0330 160 6630 to add this service to the order (where you order products from our Technicians in your home, our Technicians will discuss this service with you at the point of order). 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. Customers are required to remove plinths and ensure access is available to the stopcock prior to the installation team arriving at the property.
All other integrated appliances
An installation and pre-site survey service is also available for many of our other integrated appliances. For full details please contact us on 0330 160 6630.
(f) Stacking Kit
Where you have bought a tumble dryer and stacking kit which is compatible with your washing machine we offer a chargeable service to stack your tumble dryer on top of your washing machine.
(g) Consolidated Orders
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.
2.5.2 Vacuum Cleaners
(a) We offer several options of delivery service when purchasing a vacuum cleaner directly, including next day, next day before 10.00am and standard delivery within 2-5 working days. Charges apply and vary depending on which delivery option is selected.
(b) Deliveries of vacuum cleaners can be made to England, Scotland and Wales. For customers living in Northern Ireland, please contact Miele Ireland at www.miele.ie.
(c) We will aim to deliver your vacuum cleaner within 2-5 working days subject to postcode and stock availability.
(d) 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.
(e) 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.
(f) If we can help with anything relating to the delivery of your Miele vacuum cleaner please email us at retailexperienceteam@miele.co.uk quoting your Order Acknowledgment number.
2.5.3 Accessories & Dustbags - Standard delivery
Please see our website, www.miele.co.uk for standard delivery charges. We deliver to England, Scotland and Wales. Deliveries are made within 2-5 working days of placing your order. Deliveries are via our chosen courier and require a signature. For customers living in Northern Ireland, please contact Miele Ireland at www.miele.ie.
2.5.4 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.
2.5.5 Outlet products
Please see the Outlet Terms and Conditions below at Section 8.
2.6 Availability and delivery
2.6.1 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 or the particular appliance you have ordered has a longer lead time. If the appliance is due to take longer than 30 days from the date of the Order Confirmation, we shall contact you to discuss this and arrange a convenient time for the appliance to be delivered.
2.6.2 If the product(s) that you order are unavailable for delivery by us within the time period specified in paragraph 2.6.1, 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.
2.6.3 If the product(s) that you order are unavailable for delivery by us within the time period specified in paragraph 2.6.1 we will not provide substitute goods for the product(s) unless you request us to do so.
2.7 Risk and title
2.7.1 All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. If you arrange your own carrier, the products will be at your risk once the carrier has collected the products from us.
2.7.2 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.
2.8 Price and payment
2.8.1 The price of any products will be as quoted on our website from time to time and, where you order products through our Technicians in your home, our Technicians will confirm the price of any products, except in cases of obvious error, and will include VAT.
2.8.2 Information on any product shown on our website 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.
2.8.3 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.
2.8.4 Our website contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our website 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 website, 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.
2.8.5 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.
2.8.6 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.
2.8.7 Where you order products through our website or by telephone, we will charge your credit or debit card when we confirm our acceptance of your order via Order Confirmation.
2.8.8 Where you order products through one of our Technicians in your home, we will charge your credit or debit card when you place your order and make payment using the portable payment device provided by our Technician.
2.9 Our products
2.9.1 Products may vary slightly from their pictures. The images of the products in any brochure and on our website are for illustrative purposes only. Although we have made every effort to ensure the colours are accurately represented there may be minor variations. Your product may vary slightly from those images.
2.9.2 Product packaging may vary. The packaging of the product may vary from that shown in images in any brochure and on our website.
4.1 Summary of your legal rights
4.1.1 Cancelling a product
You may cancel your order up to 30 days after delivery of the product, beginning on the day after you received the products. You will receive a full refund of the price paid for the product in accordance with our refunds policy (set out in paragraph 4.4 below).
4.1.2 Cancelling a service order (standard service or fixed price repair)
You may cancel a service order within 30 days of placing your order with us. Where you have requested us to supply services before the end of this cancellation period:
(a) If you cancel during the cancellation period but after we have started the services (but before they are completed), 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. Paragraph 3.7.12 shall also apply in respect of any fixed price repair cancellation.
(b) You do not have the right to cancel in respect of services that have been completed, even if the cancellation period is still running.
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.
4.2 How to cancel
4.2.1 To cancel a product or a service, please inform us of your decision to cancel by a clear statement (e.g. letter sent by post or email) by:
(a) Emailing us at salesorders@miele.co.uk, to cancel a delivery. To cancel a service, please email us at info.miele.co.uk;
(b) Writing to us at: Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxfordshire OX14 1TW. You may use the model cancellation form (set out in paragraph 4.3, but it is not obligatory).
(c) Filling in and submitting 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 e‐mail without delay.
(d) Contacting us by telephone on 0330 160 6600.
Please provide us with your name, postal address, and where available, your telephone number and email address.
4.2.2 Your obligations, when returning a product to us:
(a) 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).
(b) 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.
4.3 Model Cancellation Form
To Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxfordshire OX14 1TW (email: mielecare@miele.co.uk).
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate
4.4 Refund Policy
4.4.1 Refunds within 30 days
When you return a product to us (or cancel a service) within the 30 day cooling-off period, we will make the refund to you without delay, and not later than:
(a) 14 days after the day we receive back from you the product; or
(b) (If earlier) 14 days after the day you provide evidence that you have returned the product, or
(c) In relation to a service, 14 days after the day on which we are informed about your decision to cancel.
We will refund you the full price of the product (or service), including the cost of sending the product to you (unless you chose a non-standard 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). However you should return the product to us within 14 days of the date that you cancel. You will be responsible for the cost of returning the product.
4.4.2 Refunds after 30 days
(a) Refunds for products after 30 days
When you return a product to us after the 30 day cooling-off period for any reason (for example because you claim that the product is defective, faulty or misdescribed), we will examine the returned product and will advise you whether you are entitled to a refund by email 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.
(b) Refunds for services after 30 days
Your rights to cancel the contract during the 14 day cancellation period under the Consumer Contracts Regulations 2013 are described in this Section 4. We have extended your statutory right to a 14 day cancellation to a 30 day cancellation period, this does not adversely affect your statutory rights. Where you wish to end the contract in other circumstances or outside the 30 day cancellation period:
(i) 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);
(ii) 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.
4.4.3 We may end the contract if:
(a) 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;
(b) You do not, within a reasonable time, allow us access to your property to provide the visit as arranged (and you do not have good reason for this). In this situation we will deduct an 'out card fee' as a call out charge from the amount you have paid for this service and refund you the remaining balance.
If this contract is ended it will not affect our right to receive any money which you owe us under this contract.
4.4.4 Method of payment
We will make the refund using the same method used by you to make the payment to us, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.
5.1 If there is a problem with our services
5.1.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at paragraphs 2.1, 3.1and 4.1. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
(a) Contact us using the contact details at Section 1; or
(b) Visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.
5.1.2 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.
5.1.3 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.
5.2 Disputes
5.2.1 We aim to resolve any disputes with you quickly and efficiently. If for any reason you are unhappy with our products or services, please contact us as soon as possible using the contact details at Section 1 above.
5.2.2 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
(a) Let you know that we cannot settle the dispute with you; and
(b) If you purchased the product or service online, you may use the online dispute resolution 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. If you are not satisfied with the outcome you can still bring legal proceedings.
5.3 Law and Jurisdiction
5.3.1 You can bring legal proceedings in relation to this contract in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts.
5.3.2 English law applies to this contract.
5.4 Our liability
5.4.1 We warrant to you that any product purchased from us 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.
5.4.2 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.
5.4.3 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.
5.4.4 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 paragraph 5.4.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of paragraph 5.4.1 or paragraph 5.4.2 or any other claims for direct financial loss that are not excluded by any of categories (a) to (f) inclusive of this paragraph 5.4.4.
5.5 Limit on our responsibility to you
5.5.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:
(a) Losses that:
(i) Were not foreseeable to you and us when the contract was formed; or
(ii) That were not caused by any breach on our part;
(b) Business losses; and
(c) Losses to non‐consumers.
5.6 Written Communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by email 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.
5.7 Notices
All notices given by you to us must be given to Miele Company Limited at the postal or email address set out in Section 1. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in 5.6 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or 3 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 email, that such email was sent to the specified email address of the addressee.
5.8 Transfer of Rights and Obligations
5.8.1 The contract between you and us is binding on you and us and on our respective successors and assigns.
5.8.2 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.
5.8.3 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.
5.9 Events Outside our Control
5.9.1 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).
5.9.2 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.
5.10 Waiver
5.10.1 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.
5.10.2 A waiver by us of any default shall not constitute a waiver of any subsequent default
5.10.3 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 paragraph 5.7 above.
5.11 Severability
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.
5.12 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.
5.13 Our Right to Vary These Terms and Conditions
5.13.1 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.
5.13.2 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 7 working days of receipt by you of the products).
5.14 Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.
8.1 The terms and conditions set out in the rest of this document apply to our outlet products purchased over the telephone, except for the following terms, which will apply when purchases of outlet products are made in person in an outlet centre:
8.1.1 Products are sold "as seen" if purchased in an outlet centre, if the purchase is made via the telephone the product is sold on the basis and terms discussed with the telephone operative. No returns or refunds will be accepted (unless the product is faulty or does not match the description). We will only accept returns of faulty or mis-described products and we reserve the right to reject returns for any other reason.
8.1.2 We cannot reserve stock under any circumstances.
8.1.3 The online stock list should be treated as a guide only. We cannot guarantee that the items will be available when you visit the outlet.
8.1.4 All outlet products must be collected from the outlet store or delivered within 10 working days.
8.1.5 All products purchased from our outlet store come with the standard 2 year guarantee. However some products are not eligible for promotions and warranties that we may offer on new products (for example B2 and B3 graded products (please see below for more details).
8.1.6 Appliances can be collected or delivered to addresses in England, Scotland and Wales. Delivery costs will be advised before the product is purchased.
8.1.7 Payment is by debit or credit card only.
8.2 Our outlet store is located at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our outlet offers clearance and used products direct to you at greatly reduced prices. To give you the most accurate view, our stock list is updated as new products become available. With products on sale across all categories the outlet is extremely popular and products can sell very quickly. Therefore we cannot guarantee that the products listed will be available when you arrive. Products are sold on a 'first come, first served' basis.
8.3 If, following a service visit carried out in accordance with paragraph 3.4, we are required under the terms and conditions set out in this document to provide you with a replacement for an outlet product then you agree that we shall be obliged to provide you with another "as seen" outlet product that complies with the requirements of paragraph 8.1 and we shall not be obliged to provide you with a new product from our latest range of products.
8.4 Product Grading:
8.4.1 A Grade Appliances
These products are brand new A Grade stock, sold at a clearance price. These products come with the standard 2 year guarantee plus any current promotions and warranties that are on offer on new products at the time of sale.
8.4.2 B1 Grade Appliances
These are products that are unused but are unboxed and may or may not have their original internal packaging. All B1 Grade items have been inspected and tested by us, are in fully working order.
8.4.3 B2 Grade Appliances
These are products that may have been used for display and demonstration or returned to us with less than 50 hours of use. These items may be unboxed and can have signs of use. All B2 Grade items have been inspected and tested by us, are in fully working order and come with our standard 2 year guarantee.
8.4.4 B3 Grade Appliances
These are products that have been returned to us and may have more than 50 hours of use. Appliances may have some damage such as scratches or dents but have been refurbished by us, are in full working order and come with our standard 2 year guarantee.
8.5 Outlet Guidelines
A member of the outlet team will be very pleased to assist you during your visit, however we ask that you observe the following guidelines as the outlet is in a warehouse environment:
8.5.1 No animals are permitted on the premises, except assistance dogs.
8.5.2 Please ensure that children are closely supervised at all times for their own safety.
8.5.3 Please ask for assistance if you wish to examine or move an appliance as some products are heavy and/or may have sharp edges.
8.5.4 Please stay within the designated areas with the outlet.
Voucher codes offered by us may only be redeemed against orders placed direct at our website for the products listed for sale. Voucher codes have no cash value and cannot be refunded or credited against. Voucher codes created and issued by Miele Marketing UK can only be redeemed on miele.co.uk or offline for delivery to England, Scotland and Wales. 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. We reserve the right to cancel or change, at any time, vouchers which have not been redeemed, even if this is within the valid period.
10.1 We stand by making high quality products which typically last longer thereby minimising the contribution to waste of end of life appliances.
10.2 In accordance with the 2013 WEEE Regulations when you buy a new domestic appliance direct from us we can arrange removal of your old appliance, like for like*, and ensure that it is disposed of in an environmentally friendly way. 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.
When purchasing instore or online:
- For our kitchen and laundry appliances this can be arranged on order by selecting the “Disconnect and Recycle old Appliance” option. Please avoid bringing these back to us yourselves, we can arrange this.
- For smaller domestic appliances e.g. vacuums, you can bring your old vacuum to a Miele Experience Centre within 28 days of purchase of your new Miele machine
- You can also recycle your old machine by dropping it at your nearest recycling point, which can be found
10.3 We are part of the national scheme to promote recycling and more information can be found at www.recycle-more.co.uk.
Miele are committed to promoting and providing a safe working environment for all staff, so that we can deliver the highest standards of service available to our customers.
We expect our staff to treat all customers with respect and dignity and expect the same standards from our customers to our staff: aggressive or abusive behaviour towards our staff is not tolerated during any interaction, whether this be face to face, over the phone, or as part of any other form of communication.
In the event of unacceptable behaviour towards staff, Miele reserves the right to issue a warning or otherwise refuse future service entirely. If a warning has already been issued to an individual and another incident of unacceptable behaviour occurs, a further warning may be issued or future service may be refused entirely. A refusal of future service may also result in any current services being suspended.
Unacceptable behaviour which may result in a warning includes, but is not limited to:
- -Offensive language
-Raised voices or shouting
Unacceptable behaviour which will result in a refusal for future service include, but is not limited to:
- -Offensive language, or derogatory comments relating to age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, or sexual orientation.
-Behaviour which is intended to intimidate, or has the effect of intimidating, staff.
-Any attempted physical assault of a member of staff.
-Any actual physical assault of a member of staff.
-Brandishing weapons or objects which could be used as weapons.
-Any action which, either implicitly or explicitly, seriously challenges the safety or well-being of any member of staff.
The refusal of future service will result in any individual being banned from purchasing or ordering Miele products, whether in person, by telephone or online, and a ban from entering any Miele premises.
Any instance of threat of or actual physical abuse will be reported to the police.
