Terms & Conditions
What happens next
Firstly, thank you for your custom! We really appreciate you choosing Chapmans and will do our level best to ensure we provide you with the high level of customer service we provide all of our customers, whether on the highstreet or online. Please let us know if you have any concerns or questions at any point.
You will be sent an email automatically when you complete the checkout process, with the details of your order. If you created an account during checkout you will also be sent a welcome email with your account details. You can use these details at any time to view the status of your order or to update your account details.
For all larger items we will contact you using the details you provided at checkout to make arrangements with you to deliver your purchase. If you ordered installation, the installation will normally take place at the time your purchase is delivered. The engineer will bring it with them.
Your goods will be delivered by Chapmans staff, in a Chapmans liveried van wherever possible. They will carry photographic identification with them so please feel free to ask to see it if you have any worries, and call us to confirm it if you like too on 01384 566497.
Smaller items may be sent via carrier, where appropriate and where installation is not required, so we will contact you again to let you know when your goods have been dispatched. Please check them carefully when they arrive and let us know of any damage immediately. We're really sorry if this has happened but rest assured that our strong reputation for customer service is well deserved and we will work quickly to rectify this for you. You must notify us of any damage within 48 hours of receipt.
We hope you will be very happy with your purchases. Thank you again for your custom. If you have any concerns please don't hesitate to get in touch.
All prices include VAT. No contract is created until we have accepted your order. Prices quoted are subject to availability.
If incorrect pricing has occurred, for example by typing error or error in pricing from our suppliers, we will halt processing of your order. We'll contact you immediately with the actual price of the goods. You then have the option to proceed at the updated price. The order will only proceed with your explicit authority.
As an award winning member of Retra, the UKís leading trade association for independent electrical retailers and servicing organisations, we are pleased to be able to offer you an Extended Warranty on many purchases either online or in-store. Simply choose the required warranty period for products in your basket during checkout or, if you prefer, complete your purchase offline in our showroom in Cradley Heath.
An extended warranty protects you against breakdowns and gives peace of mind beyond the manufacturers warranty period, which is usually only for one or two years. Smartcare extended warranties last for up to 5 years and are supplied through RetraCare, a specialised arm of Retra. In the event you need a repair outside of the manufacturers warranty period and inside your chosen extended warranty period, you simply contact RetraCare, who take care of all the rest. It may even be our own service engineers who are dispatched to enact the repair for you, so you can be sure you're in good hands!
There are no hidden costs, the cover includes the cost for parts, labour and call out. There are no limits to the number of claims you can make during the extended warranty period, to the value of the original product for the duration of the cover, so you can rest easy knowing you are completely protected. If for any reason a repair is not possible then RetraCare will replace it with a product of equivalent or similar specification.
We have robust security measures in place to validate orders placed through this website. All orders are checked as thoroughly as possible using the information provided.
As a result of these extra security measures, it is possible that we might need to speak to you prior to the goods being dispatched so we may put the order temporarily on hold until we do so.
These measures help us to protect you, as well as ourselves. Please don't be offended if we contact you to make additional security checks after you have placed your order.
Accuracy of Information
Although great care is taken to ensure accuracy of information, all images, descriptions and specifications should be considered as being displayed for guidance only.
There may be variations made during manufacture which we have no way of knowing. For example, colours may vary during production runs, stands shown may differ from those supplied, remote control designs may be updated etc.
Some products may require set-up and/or assembly before use. For example TVs, DVDs and radios may require tuning. Stands may need assembly. Kitchen appliances may need to have transit bolts removed etc.
Payment is required during the checkout process. Most major credit and debit cards and Paypal are accepted to make the payment. If you experience any problems whilst making a payment please contact us for advice.
Although payment is made when the order is placed, a contract between us is not formed until we have processed the transaction and begun the dispatch process.
Use of this Website
The term "Chapmans" or "us" or "we" refers to the owner of the website whose registered office is 112-119 Reddal Hill Road, Cradley Heath, B64 5JN. The term "you" refers to the user or viewer of our website.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
How will my purchase be delivered?
Your purchase will be delivered to you by one of two methods.
- By our own engineers in our own vehicles.
- By an external carrier.
We aim to ensure a consistently high level of service in everything we do. Wherever feasible we prefer to deliver to you ourselves, where we can ensure proper handling throughout the process.
Larger items will normally be delivered for you by our own team. We will contact you to arrange the delivery using the details you supplied at checkout. If installation has also been requested then the engineer will perform this for you at the same time.
Smaller items may be dispatched via an external carrier where installation has not been requested. Please check all items carefully upon receipt and notify us immediately if any have arrived damaged. Any damage must be reported within 48 hours of the delivery taking place.
Where do you deliver to?
We cover a large proportion of the West Midlands region. You can check our coverage against your postcode with the table below.
|GENERAL AREA||AREA CODE||POSTCODES|
|Shrewsbury||SY||SY1 to 6 & 8|
|Telford||TF||All except TF9|
|Worcester||WR||All except WR12|
If you fall outside this area we may still be able to deliver to you but please contact us before ordering. The purchase will not be able to be completed via the website.
How much does it cost?
Our delivery rates are very simple.
If the value of goods purchased is above £100 then delivery is FREE!
If the value of goods purchased falls below £100 then delivery is just £10 anyway.
How can I be sure it's Chapmans at the door?
Chapmans is a family business. We are people oriented and thoroughly understand that privacy and security are a big concern.
Wherever possible we will arrive in a Chapmans liveried vehicle. All of our engineers are DBS (CRB) checked and carry photographic identification. If you have any concerns whatsoever, please feel free to ask to see it before allowing them access to your property.
Will I need to sign for anything?
Yes. You will need to be in take delivery. We ask you to sign to say your purchase has arrived.
What if I can't be there?
As long as somebody is available to accept the delivery that is not a problem. Please ensure that they are authorised to act on your behalf.
What if nobody can be there?
If we are delivering your goods our self, when we receive your order we will make arrangements with you to deliver when you are going to be available.
If your plans do change though and you need to reschedule the delivery, please let us know as soon as possible by calling on 01384 566497. We'll arrange another date with you.
External carriers have their own procedures but should leave a card with information if they missed you. They will normally try to deliver again the next day, or you can follow the instructions on the delivery card to arrange a different date. Our couriers may deliver your parcel to your neighbours if there's no answer when they call, you will find this information on the card.
Click and Collect
Click and Collect allows you to collect items yourself from the store. You might choose this option if you're in a rush and can't wait for delivery, or you live nearby.
All products on this website shown as being In stock are available to Click and Collect. Once you complete your purchase online you're free to come to the store and collect. It's usually helpful for us if you can give us a quick ring before you come on 01384 566497 . We'll do our best to have it ready when you arrive. You're welcome to bring your old product with you for recycling at the same time. Products can be recycled in this way on a like for like basis.
Can you recycle my old appliance?
Yes, we can do that for you! We can collect your old appliance at the same time as we deliver your new one. Simply select this option during the checkout process.
Disposing of your old appliances can not only be a hassle due to their size but also because they sometimes contain chemical or non recycleable substances which need to be disposed of carefully.
Allow us to take your old one away for you and dispose of it properly.
How much does it cost?
For just £7.50 we will load up your old appliance when we deliver your new one. It will be transported back to our premises and disposed of safely and professionally, with respect for the environment.
Do I need to do anything?
- If you are having your new product delivered, we ask that you make sure your old product has been safely disconnected and is in a fit state to take away before we arrive.
- If you've purchased our installation service, we'll also disconnect your old product for you as part of the service.
Built-in and integrated appliances should be safely disconnected and completely removed from their housing. Refrigeration appliances should be fully defrosted and free of water. Please note that if you are purchasing a freestanding appliance with installation we will not be able to disconnect and recycle an integrated appliance, you will need to contact us to book a separate service or preferably this will need to be disconnected prior to the installation taking place.
Gas and dual fuel cookers should be disconnected by Gas Safe registered engineers.
We certainly do not want to damage your property during collection, so in some circumstances we are not able to disconnect old appliances. Below are some examples of why we would not be able to disconnect for you:
- Your old appliance is hard wired into a fused spur
- Your old appliance has tap connections that have seized up
- Your old appliance cannot be moved
If the item to recycle is likely to have any personal data stored on it, please ensure that the data has been deleted.
Will you take away the packaging?
If you have chosen to have your purchase installed aswell then when we deliver it we will unpack it and take all packaging away with us.
If you chose to have delivery only, the goods will are delivered in their protective packaging. Most packaging can be easily recycled with your normal household recycling or a trip to the local recycling facility
Can I recycle in-store if I collect?
If you've chosen to collect your purchase from our store, we can accept goods for recycling on a like for like basis. There is no charge for disposing of your old appliance in this way.
Before bringing any old items into the store for recycling, please make sure the they are in a presentable condition. If they are likely to have any personal data stored on them, please ensure that the data has been deleted.
Why do I need professional installation?
A professional installation of your new products by an expert engineer from Chapmans helps to assure a lifetime of trouble free operation. Just select this option during the checkout process!
Installation will typically take place on the day of delivery, so you won't be left with an obtrusive box in your home awaiting a separate visit.
Our team are experts in installing everything from TVs, washing machines and dishwashers, to American-style side-by-side fridge freezers and built-in or integrated appliances. They'll even make any necessary cabinet alterations for fitting integrated appliances, making Chapmans your one stop shop for quality, service and value.
Friendly and courteous and with a wealth of experience behind them, our engineers have the benefit of collective knowledge dating all the way back to 1925, when Mr. Ewart Chapman first opened the doors. It was mainly radios in those days though and a few years until anything resembling the appliances of today became available.
When we install your new appliance for you we want to leave your home looking at least as good as when we arrived. We will ensure all work areas are left clean and tidy and will take away all packaging.
If you chose recycling during checkout, we will also take away your old appliance. Don't worry, we'll disconnect it for you as part of the installation service.
What is a Standard Installation?
Our Standard Installation service is suitable for most situations, where a Bespoke Installation is not required.
Standard installation covers the disconnection of your old appliance, unpacking of your new appliance and removing any hidden bolts or clips that prevent damage from occurring in transit, positioning of your new product into it's new home and connection to your existing services, within reach of the standard equipment supplied with your purchase.
For example, a standard installation of a freestanding washing machine would include:
- Disconnecting and uninstalling your old washing machine
- If you selected the recycling option, taking it away too
- Carefully unpacking your new washing machine
- Clearing and taking away the packaging materials
- Removing the hidden transit bolts and clips
- Positioning in place
- Connection to an electrical outlet, within reach of the cable
- Connection to your water outlet, within reach of the inlet hoses
- Connection to your drainage, within reach of the drain hose
- Levelling the machine in situ and ensuring it is safe and secure
- Tidying up the work area
- Testing and checking for any leaks
- A brief demonstration of how to use your new washer
- Answering any questions you have about it
- Thanking you for your custom and leaving everything as we found it before we leave.
We do not want to damage your property during installation, so in some circumstances a Standard Installation may not be possible. Below are some examples of why a standard installation may not be appropriate:
- Your old appliance is hard wired into a fused spur
- Your old appliance has tap connections that have seized up
- Your old appliance cannot be moved
If you have any concerns, please get in touch before ordering.
What is a Bespoke Installation?
We also offer a Bespoke Installation service, if required. By nature, bespoke installations vary greatly in requirements from one to the next so we're not able to offer this service through the website.
Where you might need a bespoke installation would be, for example, if there were no electrical outlet nearby. Being a fully fledged electrical contractor aswell we can perform any electrical work necessary, from adding a socket to a complete rewire.
As one of the longest registered with the NICEIC, the national body which ensures electrical safety and standards are upheld, and an active member of the Electrical Contractors Association, you couldn't choose better.
Please give us a call on 01384 566497 or contact us by any other means. We will help you to assess what is needed and advise of the cost to do so, then make arrangements with you to perform any preparatory work and carry out the installation. Just let us know what you need and we'll take care of the rest!
Can you install something I didn't buy from Chapmans?
Yes - We can still help!
If you purchased something elsewhere and are now wondering what to do with it, get in touch. We pride ourselves on our old-school, personal level of customer service and if you didn't buy from us this time, we hope to show why you should do next time..
How will I know it's Chapmans at the door?
Chapmans is a family business. We're naturally people oriented and thoroughly understand that privacy and security is a major concern, particularly for the elderly or vulnerable.
Whenever we can we will arrive in a Chapmans liveried vehicle. All of our engineers are DBS (CRB) checked and carry photographic identification. If you have any concerns whatsoever, please feel free to ask to see it before allowing them access to your property. You can even give us a call if you wish to verify it, on 01384 566497.
Our engineers all experienced, fully qualified and highly skilled. They will be appropriately dressed, friendly and courteous and will respect your privacy.
Do I need to do anything?
Please ensure there is somebody home! It doesn't matter if you're unable to be there yourself but please ensure there is somebody authorised to act on your behalf.
It's appreciated if you can make sure the area around the installation site and route to it is accessible and clear. This helps us to ensure both your safety and ours and allows us the access we need to complete the work.
If you have children or pets please keep them safely away from any danger while we work.
What if nobody can be home?
It is of course disappointing for you and for us but sometimes plans change, things go wrong and events just conspire to get in the way.
Please let us know as soon as you realise! We will need to cancel the visit and arrange a different date for the installation with you at a time when somebody can be available.
Please call on 01384 566497 as soon as possible.
Cancellation and Returns
Cancelling an order
If you wish to cancel your order you have the right to do so, providing you formally notify us of your intent to do so within 14 calendar days from the day after delivery. We aim to make it straightforward for you to do so. There are some steps you need to take and some things you need to be aware of.
Please notify us that you are cancelling the order by email using our contact form
- Your name
- Your address
- Your order number
- A description of the goods you are returning
- Please clearly state that you are cancelling the order.
- You don't need to give any reason for cancelling but we'd appreciate it if you could.
The goods supplied must then be returned to us, at your own expense and within 14 days of your notice to cancel - Chapmans Electrical, 112-119 Reddal Hill Road, Cradley Heath, West Midlands, B64 5JN.
We are able to arrange for collection of the goods, if requested. Please contact us for the exact charges, which vary depending on the item.
Providing the goods are returned complete, in original condition and with all accessories (including any free gifts supplied) you will receive a refund within 14 days of the goods being received back, including the original cost of delivery.
If the returned goods are missing any factory packed accessories you will be charged for their replacement. A deduction will be made from the amount refunded for any diminished value if, when the items are returned, they show signs of use or damage. If your purchase included installation and the installation was completed, it is not refundable.
We are unable to accept cancellation if more than 14 days after the delivery date have passed.
Occasionally faults do happen, even in brand new goods. We're sorry if your goods have developed a problem.
The good news is that if your goods are still within their manufacturers warranty period, at least 12 months, you are fully covered! Please get in touch and let us know. We'll need some details from your invoice or receipt so it's helpful to have that available.
Often, manufacturers want to resolve faults within their warranty period by themselves. We may ask you to contact them directly and supply you with the details, but can do so on your behalf if you wish. They will then make arrangements with you to resolve the issue. Please don't be offended if this is suggested, we want to resolve the issue quickly for you and this will simply be the most efficient way to do so.
If it's outside of the manufacturer's warranty period but you have taken an extended warranty, please initially contact the warranty provider who will direct you to a repair agent.
If it is outside of the manufacturer's warranty period and you have no extended warranty, we can still help!
We are very sorry if your item has arrived damaged. We know it can be frustrating. Sadly, despite our best efforts and all of their protective packaging, occasionally damage can occur in transit. Rest assured that our strong reputation for customer service is well deserved and we will work quickly to rectify this for you.
Please let us know as soon as you can. All items found damaged must be reported to us within 48 hours of delivery.
How to Complain
Firstly - We're Sorry.
If you feel there is a problem with any of the services provided or the goods you have received, we apologise.
Please let us know using any of the means below and we will do our very best to rectify things for you.
We always aim to get things right first time but appreciate that mistakes do happen and goods may develop issues. We know it is frustrating and will work quickly to make things right for you, to the best of our ability.
If you then still wish to dispute any resolution however, and purchased the goods online, there now exists the possibility to enter into arbitration using the European Online Dispute Resolution Platform if you wish to do so.
A.E. Chapman & Co. (Old Hill) Ltd.
112-119 Reddal Hill Road
Company Registration No: 371611
Place of Registration: England and Wales, UK
What we collect
We may collect the following information:
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
For the exhaustive list of cookies we collect see the List of cookies we collect section.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
- whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
- if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to A. E. Chapman & Co (Old Hill) Ltd, 112-119 Reddal Hill Road, Cradley Heath, West Midlands B64 5JN
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
The list below shows the cookies we collect and what information they store.
- COOKIE name - COOKIE Description
- CART - The association with your shopping cart.
- CATEGORY_INFO - Stores the category info on the page, that allows to display pages more quickly.
- COMPARE - The items that you have in the Compare Products list.
- CURRENCY - Your preferred currency
- CUSTOMER - An encrypted version of your customer id with the store.
- CUSTOMER_AUTH - An indicator if you are currently logged into the store.
- CUSTOMER_INFO - An encrypted version of the customer group you belong to.
- CUSTOMER_SEGMENT_IDS - Stores the Customer Segment ID
- EXTERNAL_NO_CACHE - A flag, which indicates whether caching is disabled or not.
- FRONTEND - You sesssion ID on the server.
- GUEST-VIEW - Allows guests to edit their orders.
- LAST_CATEGORY - The last category you visited.
- LAST_PRODUCT - The most recent product you have viewed.
- NEWMESSAGE - Indicates whether a new message has been received.
- NO_CACHE - Indicates whether it is allowed to use cache.
- PERSISTENT_SHOPPING_CART - A link to information about your cart and viewing history if you have asked the site.
- POLL - The ID of any polls you have recently voted in.
- POLLN - Information on what polls you have voted on.
- RECENTLYCOMPARED - The items that you have recently compared.
- STF - Information on products you have emailed to friends.
- STORE - The store view or language you have selected.
- VIEWED_PRODUCT_IDS - The products that you have recently viewed.
- WISHLIST - An encrypted list of products added to your Wishlist.
- WISHLIST_CNT - The number of items in your Wishlist.