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Euronics

Frequently Asked Questions

The Donaghy Bros Delivery and Warehouse TeamThe Donaghy Bros Delivery and Warehouse Team
The Donaghy Bros Delivery and Warehouse Team

General Info:
 

Where are you based at?

We have two stores in Kilrea and Limavady in Northern Ireland and also operate online at www.donaghybros.co.uk  or www.donaghybros.ie 

Do you have a showroom?

Yes customers can visit our showrooms in either Kilrea or Limavady in Northern Ireland. Click Here to see a virtual tour of our 14,000 square foot showroom in Kilrea.

You don't need to have an appointment to visit and walk ins are welcome to view our large range of goods on display.

What Covid-19 safety measures do you have in place in your stores?

We will be monitoring the number of shoppers in store at any one time and will be asking all our customers and colleagues to wear face coverings if not medically exempt.

Hand sanitiser will be available throughout the store and covid safety signage reminding everyone to keep a safe distance will be in both stores.

We would encourage all customers to use a card or contactless payment where possible.

We would respectfully ask that you don’t visit our stores if you or anyone in your household is displaying symptoms of COVID-19.

We still have contact-free Click & Collect service from our Warehouse and free Home Delivery is also available if you don't feel comfortable coming into store.

How do I get in touch with you?

Via the website you can complete your details in our Contact Us Form 

You can speak to a member of our team over the phone Monday – Saturday 9am to 5.30pm by phoning +44 (0) 28 295 40001

For product enquiries you can email us at [email protected]

For general enquiries you can email us at [email protected]

You can message us via our social channels: Instagram, Facebook, Twitter or Linked In:

Or call in to speak to us in person at our stores in either our Limavady or Kilrea

Do you sell Gift Cards?

It currently isn't possible to buy a gift card online at the moment. However we can offer vouchers which can be used for in-store purchases. To arrange a voucher please contact our team on +44 (0)28 295 40001.

 

Post Sale Queries:
 

What happens after I place an order?

When you have submitted an order online you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered will be sent by email in an order confirmation. 

Our dispatch team will be in touch with you again when your item leaves our Warehouse and will provide you with further information on the delivery method being used (e.g. our Drivers in NI, DPD or one of our third party couriers).

If we have to cancel all or part of your order for any reason (e.g. stock discrepancy), we will email you to let you know and provide a full refund.

If you have placed an order by telephone and you don't have an email address, we'll give you the Order Reference Number over the phone and post you a copy of your receipt.

Do your appliances come with a warranty?

Yes all appliances will come with a manufacturer’s warranty and our Customer Services team can provide you with the relevant contact information if necessary.

You can also choose to upgrade to an extended warranty at checkout or by contacting our sales team via telephone on +44 (0)28 295 40001.

Do you repair goods?

Within a product’s guarantee period (normally 12 months from purchase or delivery we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. Please call us on +44 (0)28 295 40001 or email [email protected] to arrange a collection for repair.

To speed up the process, please have your order number to hand before calling. We do not repair faults caused by accident, neglect, misuse or normal wear and tear.

Do you take away old appliances?

Yes for Northern Ireland customers we are happy to remove existing appliances from your home, please notify us at checkout if you require this service.

For GB and Irish customers we can offer this service in certain areas depending on the courier being used - please contact us for more details and to find out if we can offer this service in your area.

There may be an additional charge to remove your old appliance -  we can request a cost for collection with our courier- if you would like to arrange this please email [email protected]

Please make us aware if it is a requirement to remove an old appliance asap so that we can request it with our courier.

Do you offer installations?

Yes we offer an installation service on deliveries within Northern Ireland for an additional fee, this is an added extra that can be added to your basket at check out or arrange it with a member of the sales team.

The cost of an install is dependent on the item you would like to have fitted, please contact us for a quote before you book an install with our delivery team by calling +44 (0)28 295 40001.

We currently do not offer this service in GB or Ireland due to courier restrictions but please do check with us as this may change in the future.

 

Deliveries:

 

Do you deliver?

Yes, we offer free delivery within Northern Ireland, Ireland and mainland GB.

Please note however that any goods identified on our website as being sold on behalf of Euronics are not currently available for delivery to Ireland.

How long will delivery take?

We will always aim to deliver the majority of our orders in the fastest time possible.

For Northern Ireland customers this is normally within 1-3 days, for customers in Ireland 3-5 days and for customers in GB within 7 – 10 working days of your payment clearing.

However please note this does depend on your location & the stock availability of the goods.

We will always do our best meet our stated delivery times, however there may arise an occasion when an item is out of stock or other unforeseen circumstance may cause a delay.

During sale or high order volume periods, delivery times may be longer than stated. 

Should your delivery be delayed we will contact you immediately with an estimated delivery date and time; should this time be unsatisfactory we will offer you a full refund.

Where will my item be delivered to?

Any items ordered will be delivered to the address specified by you at the time of purchase/ ordering online.

Large items that are delivered free of charge will be on a pallet and will be delivered to the nearest kerbside locaion to your entrance.

In order to ensure a quick and safe delivery every time, it is recommended that you make us aware of any special requirements or site related restrictions that may hinder our delivery drivers.

This can include steps, narrow doorways, soft path ways, road access, etc.  We reserve the right to refuse delivery where, in our delivery driver’s opinion, it would put our staff at risk.

Delivery to a room of your choice is an additional service that we can offer - see below 'Will the driver bring the goods into my home'.

Will the driver bring the goods into my home?

Deliveries within Northern Ireland will be with our own delivery vans and there will be two drivers per van. They will be happy to deliver items into your home to a room of your choice.

We use a courier service for GB and ROI deliveries and as standard this is a one man service. The item will be loaded onto a pallet which can be wheeled to the nearest point of access (kerb side delivery).   We do not offer the service of carrying large / heavy products upstairs unless there is a lift.  Any lifting / carrying is at the drivers discretion.

You may however upgrade to a 2 Person Delivery Option, to a room of your choice for an additional fee.

This means that if you would like them to, our 2 person teams will be able to bring your item inside your home and to any room.  

We are still following Government guidelines, so if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to offer room of choice delivery. Instead we’ll make a contact-free delivery to your doorstep. 

What Covid-19 safety measures are in place for your deliveries?

All our delivery drivers have been provided with masks, gloves, hand sanitiser and cleaning wipes and are instructed to sanitise before and after each customer delivery. We would remind all customers to keep a distance of at least 2 metres away from our drivers when they arrive at your premises.

Do I need to sign for the goods in person?

A valid signature is required upon delivery; at this point you will become responsible for the goods.

Please note all goods must be inspected upon delivery. Customers must check their item for damage before signing and under no circumstances should they sign the product as being received in perfect condition unless it has been checked thoroughly.

When signed for full responsibility passes to the customer. If the driver will not wait until the item is fully checked, customers should then refuse the delivery.  Also all signatures must be legible.

Do you offer time slots for deliveries?

No unfortunately we cannot offer the service of choosing a specific time slot or day of delivery. We will however do our best to accommodate any specific requests in extenuating circumstances so please do get in touch with our dispatch team via [email protected] to discuss.

For deliveries to Northern Ireland we will inform you via email regarding the date that your product will be dispatched and approximately when delivery will be – our drivers will call 30 mins ahead of arrival.

For deliveries to Ireland and GB we will advise you of the courier name and number should you need to contact them. They will also send you an email or phone you to advise on date and timing of your delivery.

 

Returns:
 

My item is damaged – what do I do?

You must inspect the packaging and appliance for any damage before accepting delivery. Failure to do so may result in us not being able to repair or replace the damaged goods.

Please note that in order to obtain a refund you must not start using the product, and the goods must be returned in ‘as new’ condition and in their original packaging

Please let us know immediately of any damages received via [email protected]  and we will arrange a free pickup and replacement.

I’ve changed my mind – can I arrange a return?

We are happy to arrange a return if you are not happy with your purchase for whatever reason.

If you choose to cancel an order that has not yet been dispatched please call +44 (0)28 295 40001 to inform us whether you would like a refund or exchange.

If it is too late to cancel your delivery or you have already received your order please email [email protected] quoting your name, order number and reason for the return. If you can include photos if there is a fault/ damage with the appliance that would be ideal.

If you cancel an order that has already been dispatched please note charges may apply. Donaghy Bros will not be held responsible for loss of Shipping charges incurred.

To speed up the process, please have your order number to hand before calling to request a return.

Are returns free of charge?

In the event you wish to return/cancel an item ordered specifically for you (Special Order) we reserve the right to apply a restocking charge if the item is deemed not to be supplied to your specific specification but is classed as special order. (e.g. Not a core stock item.)

If you are returning a faulty or damaged item we will pay for the pick up, return and reissuing of a replacement. Any damages should be checked for on delivery and refused at this point or noted on the delivery docket

If your item is not faulty please note that you will be responsible for the cost of its return.

How long do I have to arrange a return an unwanted product I bought online?

An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone.

Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery.

Cost of shipping an unwanted item is not covered by Donaghy Bros.

How long do I have to arrange a return a damaged product?

Please note damaged goods must be rejected immediately and your delivery driver informed. All deliveries must be checked before being accepted.

All delivery discrepancies/Shortages must be reported within 48 hours.

How long do I have to arrange a return an unwanted product I bought instore?

If for whatever reason you change your mind and would like to return an item purchased in store, we are happy to offer a refund, exchange or gift card for any full price product returned within 14 days of purchase, providing goods are brand new, unopened & in their original condition accompanied by proof of purchase.

Please note: Restocking Charges may apply.

Any products purchased that are “On sale”, “Special Offer” or “Discounted” due to being on display are not subject to the above terms. These products are non refundable.

Items that have been purchased in-store and have been opened or used in anyway are non returnable. Goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories to avail of our returns policy.

All cook shop products can be returned for a credit note only. Sales items or discounted items within the cook shop are non refundable in any case.

Any refunds issued for returned goods will be subject to a deduction for any costs incurred including storage and or collection charges.

Deposits - what are my rights?

Non-Refundable Deposit’s: Any deposit paid to secure products in store is non refundable. If a customer changes their mind regarding an order the deposit may be refunded by way of a credit note unless the items ordered are a special order item. Goods which are specially ordered are not returnable.

Credit notes will not be available for models that have been held and are now discontinued or superseded by an alternative. Deposits placed on Televisions are non refundable after a period of 4 weeks from the original date of purchase.

How do I arrange a return?

There are 3 ways to arrange to return a product:

  • Store: Whether you bought it in store, online or over the phone, all of our products can be returned or exchanged to our Kilrea store: 34-40Maghera Street, Kilrea, BT51 5QN

  • Phone: You can arrange a product collection and refund, alternatively exchange or repair, by us on +44 (0)28 295 40001

  • Email: You can also arrange product collection and refund by emailing [email protected] if the item is damaged or if you have simply changed your mind via [email protected]

Please note returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order number (s) when you return an item (s).

 

Finance:
 

Do you offer finance?

If you are based in the UK then yes we’ve got a number of simple payment options to help you spread the cost and make big purchases more manageable.

All you need to do is:

  • Spend a minimum £225 or above
  • Place a 10% deposit
  • Choose how many months you wish to spread the cost over  - up to 48 months

Credit subject to status and affordability. Terms & Conditions Apply. Donaghy Bros are a credit broker and are Authorised and Regulated by the Financial Conduct Authority.
Credit is provided by Hitachi Personal Finance, a division of Hitachi Capital (UK) PLC Authorised and Regulated by the Financial Conduct Authority.

We have also introduced Pay by Klarna where you can pay in 30 days interest free or in 3 instalments over 90 days interest free.

How do I choose to pay by Finance?

If you are shopping in store, via phone or online just let a sales consultant know you wish to avail of finance by emailing [email protected] or call +44 (0) 028 295 40001 and they will discuss all options with you.

On the website you can choose the pay by Klarna option at the checkout but for Hitachi finance please contact our team.

Is it a complicated process to arrange Fianance?

The whole process only takes a few minutes and is simple and secure. Once your finance application is approved, you will receive an e-mail advising you of how to download the finance agreement. Please read this carefully checking that all the details are correct, then either e-sign the agreement, if offered, or print and sign the finance agreement twice. Post the document to the address shown on the finance agreement. Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

Once my application is approved, what happens next?

Within minutes of your application being approved, you will be presented with the option to sign your credit agreement. If you are offered the ability to e-sign your credit agreement and choose to do so, a PDF of your credit agreement will be displayed on screen. You should read the credit agreement carefully before clicking all the relevant sections agreeing to its terms. Once you have agreed to the terms of the credit agreement Donaghy Bros will be notified and you need do nothing more.

If you are presented with the ability to print and return your credit agreement you should print the PDF agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the credit agreement.

Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Hitachi Capital. Shipment of your goods will follow soon after your agreement has been returned to our finance company.

Who is eligible to apply for online finance?

To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more. Unfortunately, we are unable to offer online finance to residents of Ireland. Homemakers aren't excluded from applying under their own names; however we will require the employment details of your spouse in order to process your application.

When do my repayments start?

Your monthly repayments will begin one month after your purchase has been delivered.

Alternatively, you can also ‘buy now and pay later’ with payments deferred for 6 months after signing your finance agreement.

Our simple buy now pay later finance options allow you to spread the cost of your purchase over as many as 48 months. An early settlement fee of £29.00 applies.

Are there any arrangement fees or hidden extras for credit?

No. There are no arrangement fees or hidden extras.

How much will I end up paying via a finance agreement?

The table below shows you how much monthly repayments will be based on the total order value.

Order value Term (Months) Defer Terms (Months) Deposit (10%) Monthly Payments
£300 48 6 £30 £8.13
£500 48 6 £50 £13.55

 

Representative Example:

  • Cash Price £1,000.00
  • Deposit £100.00
  • Loan Amount £900.00
  • 16.9% APR representative
  • Interest rate 16.9% fixed
  • 48 Monthly repayments of £27.09
  • Total term of loan agreement 48 months, with the first payment deferred for 6 months
  • Total charge for credit £400.32
  • Total amount payable £1400.32
  • £29 early settlement fee due on all buy now pay later options
 

Interest Bearing Finance Example:

Our simple finance options allow you to spread the cost of your purchase over 24, 36 or 48 months at 19.9% APR

The table below shows you how much monthly repayments will be based on the total order value.

Order value Term (Months) Deposit (10%) Monthly Payments
£350 24 £35 £15.77
£700 24 £70

£31.54

£1200 36 £120

£39.20

£2000 36 £200

£65.34

 

Representative Example:

  • Cash Price £700
  • Deposit £70
  • Loan amount £630
  • 19.9% APR representative
  • Interest rate 10.23% fixed
  • 36 Monthly repayments of £22.87
  • Total term of loan agreement 36 months
  • Total Charge for credit £193.28
  • Total Amount payable £893.32

 

Will you credit score me and if so, what does this mean?

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies. This information allows us to produce consistent decisions, ensuring all our applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

If you decline my application, what is the reason?

In addition to credit scoring, we also take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason for decline of your application, it is usually based on one, or a combination of the following:

Your credit score (note that every finance company will score you differently):

  • Adverse credit reference agency information
  • You are considered to be overcommitted
  • You are aged under 18
  • Your existing account performance with other lenders

 

What type of information do credit reference agencies hold about me?

Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

How do I obtain a copy of my credit score formation?

You should send a cheque for £2.00 made payable to the relevant company, together with details of all addresses at which you have lived over the last 6 years:

Consumer Help Desk Experian Limited PO Box 8000 Nottingham NG1 5GX

Equifax Ltd., Credit File Advice Centre. PO Box 1140. Bradford, BD1 5US

TransUnion International UK Limited, Consumer Service, PO Box 491, Leeds, LS3 1WZ

If my application is not successful, can I re-apply?

Yes. We acknowledge that your circumstances change and just because we have refused a previous application, it does not mean that we'll automatically turn down a further request. We do suggest however, that you leave at least 6 months between applications.

Can I pay by PayPal?

 Yes simply check out as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account or sign up for one. Once you have completed this, you will be returned to our website to view the order page.

Do you charge customs when delivering to the South of Ireland/GB?

There are no customs charges. If ordering from Ireland please use our i.e. website and pay in euros or the co.uk website and pay in sterling as appropriate when placing your order and the correct VAT rate will be applied.

Do you price match?

We believe our website offers the best possible price in the marketplace over an extensive product range and as such we do not price match on individual items.