Tel: 01452 528776

Terms & Conditions

Terms & Conditions

Online and Telephone Ordering Cancellations, Returns, and Refunds Policy

Changes to your Order

We are sorry that it is not possible to make changes to your order through

If you would like to add an item to your order, please place a new order for the item.

If you wish to change an item please call our customer service team on 01452 528776 Option 1 Sales.

To cancel your order completely, please e-mail: or call our customer service team on 01452 528776 option 1 Sales.

If your order has already been dispatched then you will need to follow our returns procedure.

Consumer Contract Regulations 2013

This legislation offers certain cancellation rights when purchasing by telephone or online.

You are entitled to cancel your contract if you wish, providing that this is within 14 days after the day on which you receive your goods.

If you wish to cancel your contract you are obliged to keep possession and take reasonable care of those goods, until those goods have been returned to us.

To cancel your contact, you must inform us with a clear statement containing the details of your name, address, and order number, and, where available, your telephone number and e-mail address.

You can cancel by E-mail: or call 01452 528776, option 1 sales.

If you wish to cancel, you should return the goods to us within 14 days of your cancellation (at your expense) and we will reimburse you for those goods by the method used to pay for the original transaction. We will reimburse the amount in relation to the goods, to which the cancellation rights apply.

We may make a deduction from the reimbursement for any loss in value for the goods supplied, if the loss is the result of any unnecessary handling by you. This reimbursement will take place no later than 14 days after we receive the supplied goods.

Damaged Orders or Missing Items

In the unlikely event that when your product arrives it is damaged, or any items are missing from your order please e-mail: (please use the link for sales on the Contact Us page) or call 01452 528776, option 1 sales.

Please report any damage or missing items to us within 48 hours of receipt of the goods. Please have the details of the damage or the missing items and we will seek to rectify the situation as quickly as possible. For damaged items, we will also require the serial number.

When we deliver, our logistics team will unpack your item on the delivery van unless instructed not to do so. This means you have a chance to inspect the product and agree that it is in good order. If you instruct us not to unpack the item, we will not be held liable for any damage or missing items found outside of 48 hours.

Returns Procedure

Once a product has been dispatched, if you choose to cancel your order we will not be held liable for the cost of the return carriage. The goods should be returned in full, complete with packaging and any promotional gifts or items associated with the goods.

You can return your goods to our store, our address is: Gillman’s, Mercia Road, St Oswalds Road, Gloucester, GL1 2SG. Or, on occasion, we can arrange to collect your goods for a small carriage charge. For small appliances this charge will be £10. For large appliances we estimate this charge to be £30.

Returns should be completed within 14 days from notification of your wish to cancel.

Refunds Procedure

We want you to be happy with your new purchase. If this is not the case please inform us. We will process your refund within 14 days of receipt of any goods returned to us, or within 14 days of notification of your wish to cancel an order before dispatch occurs

We will refund the price you have paid for the goods. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in a shop.

We will refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).

We will refund you the price you have paid for any installation services providing they have not been performed. If however you have expressly requested us to commence any installation services before the end of 14 days, you acknowledge that the right to cancel such installation services shall be lost once installation has been fully performed. You shall not be entitled to a refund of the price of the installation services where the right to cancel has been lost.

We will notify you by telephone or e-mail when your refund has been processed, or where neither options are available, in writing.

Products we are Unable to Cancel, Refund or Exchange

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. 

This does not affect your statutory rights.

Before You Purchase

Before you buy a large electrical appliance: Please check the dimensions of the delivery address for access, (including doors, corridors, stairs and corners) as well as the proposed location, to confirm that the product is the right size for your needs. This is so that we can deliver your order safely and successfully

For returns of items purchased in the showroom please refer to our Gillman's Notice to Customers and Cancellation Policy, as displayed within the store.

Our Details

Gillman's is the trading name of John Gillman & Sons (Electrical) Ltd.
Registered Head Office for John Gillman & Sons (Electrical) Ltd.
Mercia Road, St. Oswalds, Gloucester. GL1 2SG
Registered in the UK number 1670406.
VAT registration Number 135592405.

This page (together with the documents referred to on it) sets out the terms and conditions on which we supply the product(s) listed on our website. Please read these terms and conditions carefully before ordering any product(s). By ordering any product(s), you agree to be bound by these terms and conditions.

Delivery Timescales.

Gillman's will deliver all purchased goods within a window of 7 days. Gillman's will contact all customers immediately after a sale has been made to confirm the delivery details.

Click and Collect

Click & Collect is available on selected products from our main store. Gillman's will email you when your order is ready for collection. Gillman's will hold your order indefinitely. If your order is not collected within this time your order will be refunded by Gillman's. Please be aware that a restocking fee of £0.00 will apply.

When collecting your order from our main store you must bring a form of identification with you; the payment card used for the order or a current photographic drivers license or passport. Without a form of ID we are unable to release your order.

Information about us (this site) is operated by Gillman's. Gillman's is registered in the U.K. (company number 1670406) and we trade from St. Oswalds Road Mercia Road Gloucester Gloucestershire GL1 2SG. Gillman's's VAT number is 135592405.

Service availability

This site is only intended for use by, and orders will only be accepted from, residents of the United Kingdom of Great Britain and Northern Ireland. We cannot commit that product(s) supplied are suitable for use in any other regions.

Placement and processing of orders

If you wish to buy product(s) through this site then you should follow the procedure specified in this site.

After placing an order, and once payment has been authorised, you will receive a sales confirmation via email acknowledging that your order has been received by Gillman's.

Acceptance of your order will be made which confirms that the product(s) you have ordered are available for delivery.

The contract between you and Gillman's will only be formed when a sale confirmation is sent to you and payment has been received.

Gillman's will confirm that your chosen product will be delivered on certain date and request that this is acceptable.


If you wish to cancel your order, this will need to be done by 12pm the working day prior to your delivery date (Mon-Fri), or delivery will be made. Any returns after this time will be liable for a collection charge.

You will be informed as soon as possible if for any reason product(s) ordered by you are not available for supply. Where you have already paid for the product(s), you will then be issued with a full refund or an alternative product.

Consumer Rights

If you are ordering product(s) as a consumer you may cancel the contract at any time within a fourteen working day "cooling-off" period, beginning on the day after the day you receive the product(s) (the required post contractual information will be supplied in an email confirming your delivery).

To cancel a Contract, you must inform Gillman's. You will then be contacted to agree a method for returning the product(s). Product(s) must be returned in the same condition in which you received them. If you return product(s) in person or send them they will be at your risk until they are received by us. You have a legal obligation to take reasonable care of the product(s) 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. We may also charge you a reasonable sum as reimbursement for any missing items such as leads or remote controls.

If you need to return product(s) because you are a consumer and have cancelled the contract within the fourteen working day cooling-off period, you will be responsible for the cost of returning product(s) to us or, where applicable, of us collecting them from you.

Upon receipt of the product, we will refund the price of the product(s) in full, including any initial delivery charges, less the cost(s) we incur in collecting the product, and replacing any missing item(s) or accessories. We will process the refund due to you as soon as possible and, in any case, within thirty days of the day we take receipt of the product(s).

If you are returning product(s) that are faulty, you will not be responsible for any collection costs. You will need to contact Gillman's and we will initially look at resolving the issue. If this is not an issue that we can resolve, and the product is less than 28 days old, then the product can be returned, at our cost, and you will receive a full refund. However, if any accessories are missing, the cost of these will be deducted from your refund.

Details of this statutory right, and an explanation of how to exercise it, are also provided in the sale confirmation. This provision does not affect your statutory rights.


The price of any product(s) will be as quoted on this site from time to time, except in cases of obvious error. These prices include VAT but exclude delivery costs and any other additional services you may have opted for e.g installation, old product disposal etc.

Prices are liable to change at any time, but changes will not affect orders that are the subject of a sale confirmation.

This site contains a large number of product(s) and it is always possible that, despite our best efforts, some of the product(s) listed may be incorrectly priced. Prices will normally be verified as part of the dispatch procedures so that, where the correct price is less than the stated price, you will be charged the lower amount. If the correct price is higher than the stated price, you will be contacted for instructions before dispatching the product(s) and you may then cancel your order if you wish. If you do not cancel your order the product(s) will be supplied at the higher price. We are under no obligation to provide product(s) to you at the incorrect (lower) price, even after we have sent you a sale confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.


All payments must be in UK Pounds Sterling.

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