Conditions For Price Matching
We don't expect you to find a lower price at another high street competitor for the same individual product, sold with the same service conditions - but if you can, we'll match the price when you buy, or refund the difference for up to 28 days after you've purchased from us when you make a price match claim.
We have shops, call centres and a website giving you flexibility in how and when you buy from us. The level of service we offer can't therefore be equalled by online or mail-order only retailers such as Amazon or Play.com - and it's for this reason we don't match their prices. There are also some fitting and installation service conditions we take into account when we look at a price match - see below for details.
What we mean by 'High Street competitor'
High street competitors trade on the same basis as us, with premises on a high street or comparable shopping destination freely open to the public in the UK mainland. They should carry a reasonable range of goods in stock for you to buy and take away, with clearly displayed prices. Their websites need to trade under the same brand and on the same basis as their high street shops.
Outlets which trade on a different basis to us, such as those that operate only on the internet or through mail-order, showrooms attached to internet-only companies, collection points, auction sites, factory outlets, membership clubs, duty-free shops, market stalls or home shopping channels, are not deemed equivalent high street competitors. We also don't match competitors who are in administration or closing down.
What we mean by 'local area'
We define our local area as an 8-mile radius from the ADSIS.
The prices we match
We match prices publicly available to all customers, based on those displayed in a shop, on the high street competitor's own website, or the first price quoted to us over the phone. The price has to apply to an identical individual product in terms of make, model, size or colour. We match bundles only on a case by case basis, and we don't match special prices only available to certain customers – such as negotiated prices or prices for groups like account holders or club members. We don't match prices only available via 3rd party websites, or with voucher codes.
We carry a wide range of lines, and the competitor has to have the line actually in stock (rather than available only to order) for us to match the price. For products that we deliver, we ask that the competitor is able to deliver in equivalent timescales to us, and on products that require delivery, we'll take delivery charges into account when comparing prices. Our standard delivery service is free for orders of £50 and over. Find out more.
Comparing 'service conditions'
This means we compare how we sell the product to how it is sold by the competitor to ensure it's comparable. We particularly look at stock availability, delivery charges and fitting/installation services.
Fitting or installation services
We select our fitting and installation partners to ensure they match the quality of the product you've purchased. If a competitor's installation service is comparable in terms of quality (such as in only using accredited fitters), in the scope of workmanship, in the quality of any materials used and in the timescale for completing the work, then we'll match the combined price of the product and the service.
Product bundles at discounted prices or with free items
We'll match on a case by case basis the total price for the bundle of products if the price of the bundle is publicly available to all customers, and the products in the competitor's bundle are identical to products we sell, including any free items. If bundled products offered at a promotional rate by a competitor can also be bought individually at full price, we won't generally lower our price for the bundle itself in-store and online.
Competitor short-term promotions
If a competitor is running a very short promotion we may not have the chance to lower our price, but we would still consider refunding the difference.
If a product isn't part of our normal stocked range and we have to order it specially for you, we'll consider price matches, but we do reserve the right to refuse to match prices on such orders where it would be uneconomical for us to do so. We'll let you know if we're able to match a price at the point of confirming the order.