Customer Service and Returns Policy

Here at Peter Tyson, with over 55 years of trading, we are always here to help, and we strive to offer total peace of mind when shopping with us. We pride ourselves on offering the highest levels of customer service along with simple, uncomplicated Service and Return policies. We understand that sometimes products need to be returned. Whether your item has developed a fault, is damaged or is no longer required, we can help.

If you are having difficulties with your product / purchase within the warranty period, please contact our Customer Service Department as many issues can be rectified over the phone or via email without the need to return. We can be contacted on 01228 635 912 Monday - Friday 9.00am to 16:00pm (excluding bank holidays). Alternatively, and outside of these hours, please email [email protected] and someone will respond to you within one working day. You can also click here to use our online contact form.

PLEASE NOTE: Always contact us prior to returning anything as you will require a Returns Authorisation Number.


Exclusions to our Returns Policy & Warranty Claims
Our returns policy does not apply to bespoke, custom made or special-order products.
All warranties do not cover the following scenarios:
• Abuse, mishandling or accidental damage of the product
• The product has been used for purposes it was not designed to be used for
• Wear and tear beyond the design intentions of the product
• The product has been modified or has been inspected / repaired previously by an unapproved repairer
• The fault was caused by using accessories or additional parts that are not specifically designed / certified to work with your product by the manufacturer
• An inappropriate power supply or battery has been used
• Inadequate care and maintenance of the product

Peter Tyson will not be liable for any consequential loss resulting from a faulty product or failed delivery / collection.

Peter Tyson cannot be held liable, nor will we accept returns for products where a 3rd party application or service has been withdrawn. For example, streaming services or apps being terminated or no longer being supported, whether this be due to the third party or manufacturer. If you have a product that has been affected by such an event, we will be happy to try and find a resolution with you, please get in touch with our dedicated Customer Service Department.


PLEASE NOTE: All warranties are only valid for the original purchaser ONLY and are not transferrable unless otherwise stated by the manufacturer.

If you are unsure whether your product is covered by the manufacturer warranty or not please click here to see our warranty information page.

If your product should fail within the warranty period, our Customer Service Department can be contacted on 01228 635 912 Monday - Friday 9.00am to 16:00pm (excluding bank holidays). Alternatively, and outside of these hours, please email [email protected] and someone will respond to you within one working day. You can also click here to use our online contact form.

All warranties can only be fulfilled to goods purchased and delivered within the UK. In order for us to conduct a warranty claim to goods taken outside of the UK, the goods will have to be returned to the UK at your own expense. Alternatively, you can make the goods available for collection at a UK address. This also applies to goods delivered to shipping companies. After a warranty claim, goods can only be re-delivered to a UK address.

If the original box and internal packaging are available, we will arrange to collect your product using our courier service.

If the original box or internal packaging has been discarded, please contact our Customer Service Department as we will be unable to arrange a free of charge collection with our courier. There will be two options for your return:
• You can either return the product to us using your own courier. You will be responsible for returning the product to us along with any associated shipping / packaging costs. We will still return your product to you free of charge after the repair.
• Or, if feasible, we can send one of our custom flight cases to you and then use our courier to collect it at a cost of £40.00. This includes return carriage and a collection of our empty flight case.

PLEASE NOTE: If the flight case is not returned, we will require this to be paid for at a value of £199.00.

All products are returned to the manufacturer’s approved service centre and then returned to us once completed. Manufacturers aim to have all warranty work completed and returned to us within 6-8 weeks of receiving it from us, most are completed a lot sooner than this.

If a fault is confirmed and your product is repaired / replaced by the manufacturer, we will contact you and return it to you free of charge with our courier.

If the manufacturer reports your product as having ‘No Fault Found’, we will contact you and there will be a charge of £10.00 per box, to cover return carriage costs which will also include any charges for collecting the product.

If your product cannot be repaired during the warranty period, we will offer a refund or credit note to be redeemed against another purchase from Peter Tyson.

PLEASE NOTE: A deduction will be made from the refund or credit note value depending on how long you have owned the product:
1st Year – 100%, 2nd Year – 90%, 3rd Year – 80%, 4th Year – 70%, 5th Year – 50%


PLEASE NOTE: All warranties are only valid for the original purchaser ONLY and are not transferrable unless otherwise stated by the manufacturer.

If you are unsure whether your product is covered by the manufacturer warranty or not please click here to see our warranty information page.

If your product should fail within the warranty period, our Customer Service Department can be contacted on 01228 635 912 Monday - Friday 9.00am to 16:00pm (excluding bank holidays). Alternatively, and outside of these hours, please email [email protected] and someone will respond to you within one working day. You can also click here to use our online contact form.

All warranties can only be fulfilled to goods purchased and delivered within the UK. In order for us to conduct a warranty claim to goods taken outside of the UK, the goods will have to be returned to the UK at your own expense. Alternatively, you can make the goods available for collection at a UK address. This also applies to goods delivered to shipping companies. After a warranty claim, goods can only be re-delivered to a UK address.

You will be responsible for returning the product to us along with any associated shipping / packaging costs. We will still return your product to you free of charge after the repair.

All products are returned to the manufacturer’s approved service centre and then returned to us once completed. Manufacturer’s aim to have all warranty work completed and returned to us within 6-8 weeks of receiving it from us, most are completed a lot sooner than this.

If a fault is confirmed and your product is repaired / replaced by the manufacturer, we will contact you and return it to you free of charge with our courier.

If the manufacturer reports your product as having ‘No Fault Found’, we will contact you and there will be a charge of £10.00 per box, to cover return carriage costs which will also include any charges for collecting the product.

If your product cannot be repaired during the warranty period, we will offer a refund or credit note to be redeemed against another purchase from Peter Tyson. PLEASE NOTE: A deduction will be made from the refund or credit note value depending on how long you have owned the product:
1st Year – 100%, 2nd Year – 90%, 3rd Year – 75%, 4th Year – 60%, 5th Year – 40%


In the unlikely event your purchase is damaged in transit please contact our Customer Service Department on 01228 635 912 or via email to [email protected] within 24 hours of the delivery. Please include photographs of the box, packaging and product.

PLEASE NOTE: We will require you to keep all original packaging.


PLEASE NOTE: For hygiene reasons, in ear headphones may not be returned if the original factory seal has been removed and the box opened. This does not affect your statutory rights as a consumer.

Peter Tyson has a thirty day return policy on all products purchased through our website. To return goods, the customer must inform us in writing, by email to [email protected] within thirty days stating that you wish to return a product. Please include your name, address, and original order number in all correspondence.

In line with the UK Distance Selling Regulations, it is the customer's responsibility to return the products to us (along with any associated costs) and to ensure that the product arrives safely, in “as new” condition and complete with all supplied accessories. We recommend using an insured and traceable courier/postal service.

Any ‘Promotional Items’ supplied with the goods must also be returned. If such items are not returned the full value of the promotional items will be deducted from any refund that may be issued.

If the goods were purchased on finance, then all products on the agreement must be returned unless the value of the agreement remains above £250.00 for the unreturned products.


PLEASE NOTE: A refund will only be authorised after a full inspection of the goods by our Customer Service Department.

Faulty Products
Faulty goods must be returned within thirty days of purchase to qualify for a refund. If your purchase falls outside this time, then please contact us.

Once the fault is confirmed by our Customer Service Department, you will be refunded the full purchase price providing the product returned is complete, includes all accessories and is in ‘as new’ condition with all original packaging.

If our returns department cannot find a fault with your product then you will have the choice of having the product returned to you or the appropriate carriage costs deducted from the refund.

Cancelled Orders / Unwanted Products
If the goods returned are complete including all accessories and in an ‘as new’ condition with all original packaging, you will be refunded the full purchase price less the cost of any additional delivery services requested by yourself.

If the goods returned are in ‘as new’ condition but with accessories missing you will be refunded the full purchase price less the cost of missing accessories (prices available upon request). In this situation we will contact you and you then have the option to return the missing accessories or have the appropriate deduction applied to your refund.

If the goods returned are not in a re-sellable condition, we will contact you as they are not covered under the above terms.

A refund will only be processed once we have received / inspected your returned products - This may take up to a maximum of ten working days but is generally quicker.


We do strive to provide the highest level of customer service, however, if something does go wrong, we will do our utmost to resolve any issues. We have a dedicated Customer Service Department who are happy to help and can be contacted via any of the following:

Email: [email protected]
Phone: 01228 635 912
Online Contact Form: click here to get in touch


Should you feel the need to discuss a matter further, please contact our Customer Service Manager, Paul Pilkington, via any of the following:

Email: [email protected]
Phone: 01228 635 912
Post:
Peter Tyson Head Office (Complaints Department)
Shaddongate
Carlisle
Cumbria
CA2 5TE
We will endeavour to acknowledge your contact within three working days (excluding weekends and bank holidays)

URGENT SAFETY NOTICE

 

If you own a Stoves, Belling or New World gas range cooker:

YOU MUST ONLY USE THE GAS GRILL WITH THE DOOR OPEN


Glen Dimplex Home Appliances (Stoves, Belling, New World) is advising that owners of gas range cookers MUST USE THE GAS GRILL WITH THE DOOR OPEN, as detailed in the instruction manual. Grilling with the door closed can cause very high levels of carbon monoxide to be produced which can cause SERIOUS INJURY or DEATH.

A product safety report from the Office for Product Safety and Standards can be accessed here: Product Safety Report: Glen Dimplex Home Appliances Ltd manufactured Belling, Stoves and New World Gas Range Cookers with Gas Grill (110, 100 and 90 models) (2205-0240) - GOV.UK (www.gov.uk)

A number of Stoves, Belling and New World gas range cookers are impacted and so it is important that you make contact with us via 0800 110 5728 Monday-Friday 9am-8pm, or email [email protected]. By doing so, we can confirm if your cooker is affected and keep you updated with the latest advice. If you no longer own the cooker, it is still extremely important that you contact us to let us know who now owns it so that we can contact them too.

You will need your model number, starting with 4444, and serial number when contacting us. This can be found by opening the main oven door. It is located on a badge on the frame above the grill cavity.





We are actively reminding all of our consumers and owners of these gas range cookers that they MUST OPERATE THE GAS GRILL WITH THE DOOR OPEN as detailed in the instruction manual. DOING SO POSES NO RISK OF CARBON MONOXIDE BUILD-UP.

 

Consumers with one of these gas range cookers in their home can continue to use the product as per the instruction manual, but MUST ENSURE THAT THE GRILL DOOR IS LEFT OPEN WHILST THE GAS GRILL IS IN OPERATION.

Appliance Use:

All gas appliances must be installed and operated in accordance with the manufacturer's instructions supplied with the cooker. Correct use and adequate ventilation is essential to ensure safe use of these cookers. Using an appliance for any purpose, other than that for which it is designed, can cause serious safety issues. The grill cavity in these appliances is designed for open door grilling and the grill must not be used as an oven, a space heater, or any other purpose.

 

Which products are affected?

110cm

444440400 BEL CLASSIC 110GT Blk*, 444440401 BEL CLASSIC 110GT Sil, 444440402 BEL CLASSIC 110GT Crm, 444441444 BEL CLASSIC 110GT CB Ssk, 444441445 BEL CLASSIC 110GT CB Wbe, 444441446 BEL CLASSIC 110GT CB Hja, 444441447 BEL CLASSIC 110GT CB Ibr, 444441448 BEL CLASSIC 110GT CB Dab, 444441449 BEL CLASSIC 110GT CB Dda, 444441450 BEL CLASSIC 110GT CB Mga, 444441452 BEL CLASSIC 110GT CB Fbu, 444441453 BEL CLASSIC 110GT CB Fbl, 444441454 BEL CLASSIC 110GT CB Pbl, 444444099 BEL COOKCENTRE 110G PROF Sta, 444444100 BEL COOKCENTRE 110G Sta, 444444101 BEL COOKCENTRE 110G Blk, 444444151 BEL FARMHOUSE 110G Blk, 444444152 BEL FARMHOUSE 110G Sil, 444444153 BEL FARMHOUSE 110G Crm, 444444297 BEL FARMHOUSE 110G CB Sh Grn, 444444298 BEL FARMHOUSE 110G CB Ibr, 444444299 BEL FARMHOUSE 110G CB Dab, 444444300 BEL FARMHOUSE 110G CB Wbe, 444444303 BEL FARMHOUSE 110G CB Hja, 444440798 ST STERLING R1100GT Blk, 444440799 ST STERLING R1100GT Sta, 444449019 BEL KEN 110G Crm*

100cm

444440218 NW 100GT Car, 444440221 BEL C/RANGE 100GT Car, 444440222 BEL C/RANGE 100GT Sil, 444440392 BEL CLASSIC 100GT Blk, 444440393 BEL CLASSIC 100GT Sil, 444440462 NW 100GT Sil, 444440792 ST STERLING R1000GT Blk, 444440793 ST STERLING R1000GT Sta, 444440923 BEL CLASSIC 100GT Crm*, 444441432 BEL CLASSIC 100GT CB Ssk, 444441433 BEL CLASSIC 100GT CB Wbe, 444441434 BEL CLASSIC 100GT CB Hja, 444441435 BEL CLASSIC 100GT CB Ibr, 444441436 BEL CLASSIC 100GT CB Dab, 444441438 BEL CLASSIC 100GT CB Mga, 444441440 BEL CLASSIC 100GT CB Fbu, 444441442 BEL CLASSIC 100GT CB Pbl, 444444087 BEL COOKCENTRE 100G PROF Sta, 444444088 BEL COOKCENTRE 100G Sta, 444444089 BEL COOKCENTRE 100G Blk, 444444117 BEL SANDRINGHAM 100G Blk, 444444118 BEL SANDRINGHAM 100G Sil, 444444119 BEL SANDRINGHAM 100G Crm, 444444120 BEL SANDRINGHAM 100G LPG Sil, 444444139 BEL FARMHOUSE 100G Blk, 444444140 BEL FARMHOUSE 100G Sil, 444444141 BEL FARMHOUSE 100G Crm, 444444269 BEL FARMHOUSE 100G CB Sh Grn, 444444270 BEL FARMHOUSE 100G CB Ibr, 444444271 BEL FARMHOUSE 100G CB Dab, 444444273 BEL FARMHOUSE 100G CB Mga, 444444275 BEL FARMHOUSE 100G CB Hja, 444449442 BEL C/CLASSIC 100G Ant, 444449443 BEL C/CLASSIC 100G Sil, 444442980 BEL C/RANGE 100GT Blk, 444442981 BEL C/RANGE 100GT Crm, 444442982 BEL C/RANGE 100GT Jal, 444444059 BEL KENSINGTON 100G Blk, 444444060 BEL KENSINGTON 100G Red, 444444061 BEL KENSINGTON 100G Crm, 444449017 BEL KEN 100G Crm, 444444200 NW 100G Car, 444444201 NW 100G Sil

90cm

444410272 ST RICH DX S900G CB Wbe, 444410273 ST RICH DX S900G CB Hja, 444410274 ST RICH DX S900G CB Ibr, 444410275 ST RICH DX S900G CB Dab, 444410276 ST RICH DX S900G CB Mga, 444410277 ST RICH DX S900G CB SH Grn, 444410278 ST RICH DX S900G CB Ant, 444410761 ST PREC DX S900G BK, 444410762 ST PREC DX S900G SS, 444410797 ST RICH S900G BK, 444410798 ST RICH S900G CC, 444410799 ST RICH S900G Ant, 444410806 ST STER S900G BK, 444410807 ST STER S900G SS, 444410923 ST RICH DX S900G CB Agr, 444410924 ST RICH DX S900G CB Iwh, 444410925 ST RICH DX S900G CB Pmu, 444410926 ST RICH DX S900G CB Cbl, 444410927 ST RICH DX S900G CB Mmi, 444410928 ST RICH DX S900G CB Cre, 444410929 ST RICH DX S900G CB Mbl, 444410930 ST RICH DX S900G CB Tbl, 444410931 ST RICH DX S900G CB Kte, 444411272 ST RICH DX S900G CB Bgr, 444443466 BEL C/RANGE 90GT Blk, 444443467 BEL C/RANGE 90GT Crm, 444443468 BEL C/RANGE 90GT Jal, 444443481 ST RICH 900GT Blk, 444443482 ST RICH 900GT Cha, 444443485 BEL CLASSIC 90GT Blk