Last updated: 10 March 2026
At Santee Appliance Repairs, we aim to carry out every job correctly and to the satisfaction of the customer. We understand that disputes can arise, and we are committed to handling any concerns fairly and transparently, in accordance with the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.
Our diagnostic visit fee covers the engineer's time to attend your property and assess the fault. This fee is non-refundable once the visit has taken place, regardless of whether you choose to proceed with a repair. This reflects the professional time and travel involved.
If we are unable to attend a booked appointment due to circumstances on our side, the visit fee will not be charged.
You may cancel or rearrange a booked appointment without charge provided you give us at least 24 hours' notice by phone or email. Where cancellation occurs with less than 24 hours' notice and an engineer has been dispatched or travel has been committed, we reserve the right to apply a partial cancellation charge to cover costs incurred.
We will always discuss this with you directly before applying any charge, and we aim to exercise discretion in exceptional circumstances.
Where a repair has been completed but you believe it was not carried out to a satisfactory standard, please contact us as soon as possible. We will arrange a return visit to investigate at no charge. Where we determine that the original repair was defective, we will re-carry out the work at no additional cost.
Refunds of repair charges may be offered in full or in part where:
Refunds will not be issued where a fault recurs as a result of misuse, accidental damage, or a new and separate problem unrelated to the original repair.
Parts fitted during a repair are covered by the manufacturer's warranty for those components. If a fitted part fails within its warranty period through normal use, we will replace it and carry out the necessary work at no charge for parts. Labour charges for warranty replacement work will be assessed on a case-by-case basis.
If you are unhappy with any aspect of our service, please contact us promptly:
Email: [email protected]We aim to acknowledge all complaints within two working days and to resolve them within ten working days.
Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 in respect of services carried out with reasonable care and skill, within a reasonable time, and at a reasonable price.
If you remain dissatisfied after we have attempted to resolve your complaint, you may be entitled to refer the matter to an alternative dispute resolution (ADR) service or take it to the small claims court. We will provide relevant information if this situation arises.