Due to large volumes of orders, there may be delays with delivery times

Free Delivery on All Orders
UK and Ireland
Trading for over 55 Years
Family run since 1964

Frequently Asked Questions

The Donaghy Bros Delivery and Warehouse Team The 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 arranged  with a member of the sales team by calling +44(0) 28 295 40001.

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.

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 as sold on behalf of Euronics are not currently available for delivery to Ireland.

 

Where will my item be delivered to?

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

 

Will the driver bring the goods into my home?

Deliveries within Northern Ireland will be with our own delivery vans and two drivers per van and they will be happy to deliver items into your home. However please note that we use a courier service for GB and Ireland 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 driver's discretion. You may however upgrade to an In Home Delivery Option for an additional fee.

 

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.

 

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.


ArrowXL Delivery Covid safety measures

Following the Government’s guidance for the relaxation of restrictions under Covid-19, From Wednesday 21st July all delivery and collection services in surge testing areas will be doorstep only. ArrowXL will no longer have dedicated collection routes in surge testing areas area’s within England and Wales but will instead re-implement a doorstep only collection service until further notice, in order to ensure that they can protect their colleagues during the current challenging environment.

With any collection process they continue to adhere to the over bagging of products and the wearing of PPE within these areas.

In relation to deliveries where they are required to collect and disconnect WEEE installations, can you (the customer) please ensure that your product has been disconnected in advance and ready for a doorstep collection service. If the order is an exchange, they serve the right to invoke the same process where the product will need to be made ready for collection at the doorstep.

The crew will re-iterate this message as part of their standard pre-call to avoid any confusion at the customers property.

**This process will only apply to those specific surge test areas (which are regularly reviewed and updated)**

 

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?

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 one hour 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

 

What does delivery cost?

 

Standard kerbside delivery is free for all customers in Northern Ireland, the Republic of Ireland and mainland Great Britain, We deliver large items such as washing machines, cookers, ovens, fridge freezers and range cookers to the kerbside or nearest point of entry of your delivery address.

 

Delivery to the Scottish Highlands and Islands, the Channel Islands, the Isle of Wight, Isle of Man (“Remote UK Locations”) or remote islands off the cost of the Republic of Ireland, such as Clare Island (“Remote ROI Locations”) may incur additional charges, as will be notified before you submit your order online, over the telephone or at our check out in store.

 

Where you wish to have an “in home” delivery service, this will incur an additional cost. You will be advised of this cost before you submit your order online, over the telephone or at our check out in store.

 

When is delivery complete?

 

Any Products ordered will be delivered to the address specified by you at the time of your order.

 

When delivery is made via a one-person delivery service, delivery will be complete when the Products is off-loaded form the vehicle onto a pallet and wheeled to the nearest point of access (kerb side delivery).

 

When an “in room” delivery is requested, delivery will be complete when the Products are offloaded and situated within the ground floor room of choice. We do not offer the service of carrying large or heavy Products upstairs. Any lifting or carrying is at the driver's discretion will only be an option with the ‘in room’ delivery service.

 

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

 

What if the delivery is incorrect?

 

Please take care in reviewing the Products upon delivery to ensure that they correlate with your order. If there is an incorrect Product or shortage, please make a note of same on the driver’s delivery note at the time of signing and where this is not possible, report the issue to us as soon as possible after delivery by e-mailing us on [email protected] or contacting us by telephone or in store.

How long will delivery take?

 

We aim to deliver the Products to you within the following timeframes after the issue of our order acceptance:

 

· Northern Ireland – within 2-3 working days

 

· Republic of Ireland – within 3-5 working days

 

· Mainland Great Britain – within 7-10 working days

 

· Remote UK Locations – 14-17 working days

 

· Remote ROI Locations –10-12 working days.

 

Any Products identified as sold on behalf of Euronics are not available for delivery to ROI.

 

We will always do our best to always meet our delivery times, but at times deliveries may take a little longer, particularly around busy periods such as sales and public holidays.

 

Unfortunately, on occasion we may realise that a Products are out of stock after we accept your order. Should this happen, we will contact you immediately with an estimated delivery time and should this time be unsatisfactory we will offer you a full refund.

 

What happens if I am not at home when the Products are delivered?

 

We cannot store Products in the warehouse indefinitely and so they will be delivered as soon as the ordered Product is ready to be dispatched.

 

If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, the following will occur:

 

· Northern Ireland deliveries - we will leave you a note informing you of how to rearrange delivery or collect the Products from one of our stores.

 

· Mainland Great Britain, Republic of Ireland, UK Remote Locations and ROI Remote Locations – delivery is provided via a courier service and you must arrange any second attempt for delivery directly with the courier, which will incur an additional charge at cost.

 

If you do not collect the Products from us or if, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract with you.

 

Returns:
 

RETURNS & REFUNDS

 Returns for Products ordered online or by phone

We want you to be happy with your Products from Donaghy Bros and if for any reason you are dissatisfied with your purchase, please note below information about our returns and after sales service.

If you have bought your Product online or by phone and would like to return it because you have changed your mind, we are happy to exchange or refund your item if it is within 30 calendar days from the day of delivery.

·         Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the Products to inspect them.

 

·         You must notify us of your wish to cancel within the above time frames and you have proof of purchase (receipt or delivery note).

 

·         The Products must be in ‘as new’ condition and returned in the original, undamaged packaging along with any accessories and free gifts received with them.

 

·         You can examine the Products as you would in a shop but, to obtain a full refund, you must not start using them, install them or input any data/software. Whilst the Products are in your possession you must take reasonable care of them.

 

Please note, this right to change your mind shall not extend to Products which are sealed for health protection or hygiene purposes such as headphones or wireless ear buds or Products which have been made to your specification and personalised as directed by you.

Special Orders are orders for Products which are not core stock items, which are ordered specifically at your request from our manufacturers. Generally Special Orders are non-returnable, however in some cases manufacturers may accept a return on a Special Order. Accepted returns will incur a re-stocking charge ranging from 15%-50% of the cost of the Special Order, subject to the manufacturers terms. If you have any questions regarding the opportunity to return a Special Order please contact us prior to purchase for any clarification.  

Changing your mind in respect of Products purchased in store

Changing your mind before you receive the Products purchased in store

Should you change your mind about the Products you have purchased in store, you can cancel your order up to 30 days after you have placed same so long as it has not been dispatched to your delivery address within such 30 day period. Please notify us of your desire to cancel your order by emailing [email protected] Thereafter we shall arrange your refund.

Changing your mind after you receive your Products purchased in store

In the event that you have received your Products purchased in store and you change your mind, you can return the Products to us within 30 days of receipt of them so long as they meet the conditions set out at clause 9.3. If the Products are not returned within this time period, you cannot avail of a refund.

The right to return any in store purchases within 30 days of receipt will not extend to any Products which are “On sale”, “Special Offer”, “Discounted” or “Display” (please note display models may have minor imperfections).

Please note, this right to return shall not extend to Products which are sealed for health protection or hygiene purposes such as headphones or wireless ear buds, or Products which have been made to your specification and personalised as directed by you.

Special Orders are orders for Products which are not core stock items, which are ordered specifically at your request from our manufacturers. Generally Special Orders are non-returnable, however in some cases manufacturers may accept a return on a Special Order. Accepted returns will incur a re-stocking charge ranging from 15%-50% of the cost of the Special Order, subject to the manufacturers terms. If you have any questions regarding the opportunity to return a Special Order please contact us prior to purchase for any clarification. 

All cook shop products, such as glassware and non-electrical kitchen utensils can be returned for a credit note only.

How do I return my Product?

There are several ways you can contact us and arrange a return of your Product should you change your mind as set out at clauses 9.1 and clause 9.2:

·         Over the phone: You can also arrange a return, product collection, refund, exchange, or repair, by calling us on +44 (0) 28 295 40001;

 

·         Email: Please contact our returns team by emailing [email protected], who shall handle all enquiries in respect of how to return your Products.  You must provide proof of purchase, be that a receipt from our store or online sales order to avail of a refund; or

 

·         Online: Via the web chat facility on our UK website or our Irish website. 

The Products which you purchased must be returned to us in their original condition, in “as new” condition, accompanied by the original Product packaging and any accessories and a note of your order number and name. If the Products are devalued in any way, e.g., parts missing, we will not be able to accept the return. Please retain proof of dispatch. We will not be responsible for any loss or damage caused to any Products during their being returned to us. In the interests of your own security, we recommend that you should dispatch the returned Products using a recorded / traceable / trackable delivery service and we recommend you retain your form of proof until you have received your refund from us. You shall be responsible for all delivery costs incurred with returning the Products to us.

When returning opened products to us, you should do so without undue delay and, in any event, not later than 30 days from the day on which you communicate to us your decision to cancel.

Faulty Products

We are under a duty to supply Products which are of satisfactory quality and fit for purpose.

If your Product is faulty and if it is within 7 working days from the day of delivery:

·         Read the troubleshooting section of the product manual as it may be a common problem that can be easily resolved.

 

·         Visit the product page on our UK website or our Irish website for additional expert support, downloads, manuals and advice.

 

·         Call our Service department on 028 295 40001 and, depending on the Product, we may be able to take you through a telephone diagnostic to make sure it is not a problem that can be resolved quickly.

 

If the problem cannot be resolved:

·         If the fault occurs within 30 days of purchase (or delivery or installation), we’ll always offer you either a repair, exchange or refund.

 

·         Most Products come with at least a 1 year guarantee, so if your Product develops a fault after 30 days we’ll offer you either a repair or replacement.

 

·         In the event of a replacement, the original product needs to be returned to our possession before a replacement is dispatched and delivered.

 

·         In all cases we reserve the right to inspect the Product and verify the fault.

How do I return my Product?

There are several ways you can return your purchase if you find a fault:

 

·         Over the phone: By calling our Service team on +44 (0) 28 295 40001 with your order number and delivery details to hand;

 

·         Email: Please contact our returns team by emailing [email protected], who shall handle all enquiries in respect of how to return your Products; or

 

·         Online: Via the web chat facility on our UK website or our Irish website. 

 

Refund:

·         Once we have determined there is a fault, we will then give you either a refund, exchange or offer you a repair of the Product.

 

·         The customer will pay the cost of the return, once the fault is verified, we will refund the cost of the return. If the item is not faulty, we will arrange for the item to be returned to the customer. Donaghy Bros do not cover the cost of items being returned that are found to be in perfect working order.

 

·         Replacement Products are sent by standard delivery.

 

How do I get a faulty Product repaired?

There are a couple of ways to get your faulty Product repaired:

1)      Online: Via the Contact Us facility on www.donaghybros.co.uk/ie or emailing se[email protected]

 

2)      Phone: By calling our Service team on +44 (0) 28 295 40001 with your order reference number and delivery details to hand - we’ll resolve the fault by arranging the prompt collection and repair of your Product.

Your product is damaged on delivery - how do I return my product?

Phone: Please call our Service team within 48 hours on 028 295 40001 and we’ll arrange collection free of charge.

Exchange/Refund: We will then give you an exchange or full refund plus any delivery charge paid.

Refunds take 3-5 working days to be credited to a payment card.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.

 

 

When will I receive a refund?

 

You will receive a full refund of the price you paid for the Products (minus any postage costs) as soon as possible, after our receipt of the returned Products. Please obtain proof of postage / dispatch receipt from your post / dispatch provider and retain your form of proof until after you have received your refund from us.

 

Should the refund sought relate to a faulty Products, we reserve the right to have the fault verified by the manufacturer or other expert in advance of issuing the refund. Once we are satisfied of such a fault,  you will receive a full refund of the price. We shall arrange for the collection of faulty Products free of charge.

 

We can, for security reasons, only provide a refund only to the person who purchased the returned Products.

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.

 

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 Finance?

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.