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Frequently Asked Questions

The Donaghy Bros Delivery and Warehouse TeamThe Donaghy Bros Delivery and Warehouse Team
The Donaghy Bros Delivery and Warehouse Team

Contact Info:

Where are you based at?

We have two stores in Kilrea and Limavady in Northern Ireland and also operate online at /

Do you have a showroom?

Yes, customers can visit our showrooms in either Kilrea or Limavady in Northern Ireland. Click to see a virtual tour of our 14,000 square foot showroom in Kilrea

What Covid-19 safety measures do you have in place in your stores?

We will be limiting 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 and covid safety signage reminding everyone to keep a safe distance are 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.

How do I get in touch with you?



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. If we have to cancel all or part of your order for any reason, we will email you to let you know.

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 appliance items will come with a manufacturer’s warranty and our Customer Services team can provide you with the relevant contact information if necessary.

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 028 295 40001 or emailing [email protected] to arrange 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 and GB customers we are happy to remove existing appliances from your home, please notify us at checkout if you require this service.

In GB this is an optional extra - we can request a cost for collection with our courier- if you want a price please email [email protected]

ROI- we can offer this service but need to be made aware that this is a requirement so that we can request it with our courier

Do you offer installations?

We offer an installation service on deliveries within Northern Ireland for an additional fee of £85 + VAT, this is an added extra that can be added to your basket at check out or arranged with a member of the sales team.



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.

How long will delivery take?

We will always aim to deliver the majority of our orders in the fastest time possible and with 7 – 10 working days of your payment clearing, this does however depend on your location & the stock availability of the goods.

We will always do our best meet our stated delivery times, however there may arise an occasion when an item is out of stock or other unforeseen circumstance may cause a delay.

During sale or high order volume periods, delivery times may be longer than stated. 

Should your delivery be delayed we will contact you immediately with an estimated delivery date and time; should this time be unsatisfactory we will offer you a full refund.

Where will my item be delivered to?

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

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 ROI 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 a 2 Man 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.

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 30 mins 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.



My item is faulty – what do I do?

You must inspect the packaging and appliance for any damage before accepting delivery. Failure to do so may result in us not being able to repair or replace the damaged goods.

Please note that in order to obtain a refund you must not start using the product, and the goods must be returned in ‘as new’ condition and in their original packaging

Please let us know immediately of any damages received and we will arrange a free pickup and replacement.

I’ve changed my mind – can I arrange a return?

We are happy to arrange a return if you are not happy with your purchase for whatever reason.

If you choose to cancel an order that has not yet been dispatched please call 028 295 40001 to inform us whether you would like a refund or exchange. (Charges may apply if you have cancelled during shipment, Donaghy Bros will not be held responsible for loss of Shipping charges incurred). To speed up the process, please have your order number to hand before calling.

If it is too late to cancel your delivery or you have already received your order please email [email protected] quoting your name, order number and reason for the return. If you can include photos if there is a fault/ damage with the appliance that would be ideal.

Are returns free of charge?

In the event you wish to return/cancel an item ordered specifically for you (Special Order) we reserve the right to apply a restocking charge if the item is deemed not to be supplied to your specific specification but is classed as special order. (e.g. Not a core stock item.)

If you are returning a faulty item we will pay for the pickup, return and reissuing of a replacement. Any damages should be checked for on delivery and refused at this point or noted on the delivery docket

If your item is not faulty please note that you will be responsible for the cost of its return.

How long do I have to arrange a return an unwanted product I bought online?

An unwanted product can be returned for a full refund within 21-days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone.

Once you have told us you want to return an item, you should do so without undue delay and no later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.

Cost of shipping an unwanted item is not covered by Donaghy Bros.

How long do I have to arrange a return a damaged product?

Please note damaged goods must be rejected immediately and your delivery driver informed. All deliveries must be checked before being accepted.

All delivery discrepancies/Shortages must be reported within 48 hours

How long do I have to arrange a return an unwanted product I bought instore?

If for whatever reason you change your mind and would like to return an item purchased in store, we are happy to offer a refund, exchange or gift card for any full price product returned within 7 days of purchase, providing goods are brand new, unopened & in their original condition accompanied by proof of purchase. Please note: Restocking Charges may apply.

Any products purchased that are “On sale”, “Special Offer” or “Discounted” due to being on display are not subject to the above terms. These products are non-refundable. Items that have been purchased in-store and have been opened or used in anyway are non-refundable. Goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories to avail of our returns policy. All cook shop products can be returned for a credit note only. Sales items or discounted items are non-refundable in any case.

“In store purchases” Products viewed & purchased in store are non-returnable. If, however the packaging is pristine, perfect and un-opened Some discretion may be shown. Charges may apply for any accepted returns. Any products that have been delivered and opened in any way are non-returnable” Any accepted returns that require collection will be chargeable. A re-stocking fee may also apply.

Non-Refundable Deposits: 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 arenon-refundable after a period of 4 weeks from the original date of purchase.

Any refunds issued for returned goods will be subject to a deduction for any costs incurred including storage and or collection charges.

How do I arrange a return?

There are 3 ways to arrange to return a product:

  1. Store: Whether you bought it in store, online or over the phone, all of our products can be returned or exchanged to our Kilrea store: 34-40 Maghera Street, Kilrea, BT51 5QN
  2. Over the phone: You can also arrange product collection and refund, alternatively exchange or repair, by us on 028 295 40001
  3. Email: You can also arrange product collection and refund by emailing [email protected]

When will I be credited for my return?

Once the goods have been collected and received by our warehouse, the refund will then be processed. 

Please allow up to 2 weeks, after collection, for your return to be processed and payment to be refunded to the issuing card.

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order number (s) when you return a product.



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 website and pay in sterling as appropriate when placing your order.

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.

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.

How do I choose to pay by Finance?

If you are shopping in store just let a sales consultant know you wish to avail of finance and they will discuss all options with you.

On the website simply select the "Pay by Finance option" on the product page or within your basket to automatically calculate your deposit and monthly payments. Once you have paid your deposit, you will be redirected to the Secure Finance Application Form and get an instant decision.

Is it a complicated process?

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.