Help and FAQs
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We are doing our very best to make sure that we are still delivering and servicing you our customer. However, in the current circumstance we have had to make a few adaptions to the way we do things. Please see below for the most frequently asked questions. Stay Safe & Take Care!
My income has been affected or I’ve lost my income by the Covid-19 outbreak, what shall I do?
Call us and most importantly don’t panic. We can work with you to find an alternative payment arrangement or the required help you may need to support you through this period of instability.
Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager, we may ask a few questions, but that’s only so we can assess the situation and give you the best outcome possible.
For details of other organisations that may be able to provide advice please visit our Money Worries page.
My item has broken, can you still repair this?
It depends on the item, we use respected leading industry experts to complete our repairs, unfortunately the timescales are out of our hands, currently our furniture experts aren’t repairing anything but are still taking bookings and will contact customers directly.
Whirlpool are still repairing items, but with limited availability.
Please note, if you’re self-isolating, then unfortunately you’ll need to wait until you are out of the period of self-isolation.
I need an essential household item, can I still order?
All items on Perfecthome.co.uk may still be ordered, unfortunately due to covid-19 we are currently unable to deliver any items that require installation.
I have ordered an item, but it’s been cancelled due to Covid-19, when can I reapply?
We must respect social distancing during the current pandemic, and so do our delivery partners, that’s why we’ve had to cancel any order that involves installation.
Once our providers can re-enter your property to complete installations you are more than welcome to apply again.
I usually make my payment with a PayPoint Card but I’m currently in isolation, how else can I pay?
You have various options in order to keep your account up to date within the safety of your home,
· Continuous Payment Authority - You must use a debit card. We cannot accept payments from credit cards. The debit card must be registered to the delivery address. The debit card must be within its expiry date.
You can also pay by:
· Calling our automated payment line on 0800 368 5384 and selecting option 3.
· Clicking https://perfect-home.keyivr.com/ and using our Quick Pay service.
· Online at your My Account.
We are also still fully operational if you would like to speak to one of our friendly agents regarding your account please call us on 0800 368 5384.
I’m waiting for an item to be collected from my property, will this still go ahead?
At present all scheduled collections will go ahead, we’ll always adhere to social distancing whilst completing a collection and would ask you to do the same. We will not rearrange any collection slots that are missed until further notice.
Delivery of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture
Delivery will be to your room of choice, but we will not unpack or assemble any of the furniture. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.
Delivery of Televisions above 43" & Large Audio
Delivery will be to your room of choice, but we will not unpack or assemble the item/s. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.
Delivery of Gaming, Computing, Phones, Tablets, 32" Televisions, Floorcare & Microwaves
Contact Free Delivery. DPD will take a picture of your property and capture a proof of delivery name instead of capturing your signature.
Delivery of Appliances
Delivery will be to your room of choice, but we will not unpack or install the item/s. This is because all installation services have been suspended. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.
Sale of Gas/Electric Cookers & Dishwashers
Sale of these goods has been suspended until further notice.
Servicing of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture
All technician visits have been postponed until further notice, you are still able to book a service job and will be contacted once normal service resumes.
Servicing of Televisions & Technology
We are still offering repairs on these items and we are taking extra precautions to keep you and our repair engineers safe. Due to these new guideline’s repairs may take slightly longer than usual. For all collections, DPD have introduced a new ‘Swap It’ process which eliminates contact and ensures social distancing. With the new process, our drivers will only touch the ‘Swap It’ packaging and you will only need to touch the items they are swapping and receiving.
Servicing of Appliances
Whirlpool are currently only doing repairs on essential products (Washing Machines, Cookers and Fridge Freezers) all other products have been suspended until further notice. Montpellier are currently servicing all products. Due to reduced engineer capacity lead-times may be longer than usual. All engineers are adhering to the Government’s current guidelines.
Shopping with PerfectHome
Why should I shop with PerfectHome?
Customers choose PerfectHome because we make it possible for them to purchase big brand technology, appliances, furniture and more when they need them and pay for them bit by bit in smaller weekly amounts.
Customers can choose from Apple, Samsung, Dyson, Laurus, Hotpoint, Indesit, Panasonic and Montpellier to name a few. There is no deposit needed, all credit circumstances are considered – so you don’t need a perfect credit score, and delivery is included in the price.
How does it work?
We aim to make shopping with PerfectHome simple and straightforward. Simply browse the website for the product you want or chat through your options with our UK based sales team.
Once you’ve found your perfect product you need to complete an application for a hire purchase agreement. We will need some personal information as well as details of your income and outgoings. You will need to agree to a credit check which will leave a footprint on your credit file.
Once your application is complete, we will need to carry out some final checks which will take no longer than 48 hours to give you a final decision.
Once approved we will pass your order over to our delivery partners and you will be enjoying your new item in no time at all! For more information on our delivery timescales please read ‘How quickly will you deliver?’.
Do the products belong to me straight away?
No, as with any hire purchase agreement, the products will only become completely yours when you have made your final payment. You cannot sell or dispose of the goods until the agreement has finished.
Can I change my order?
Please contact our UK based Customer Experience Centre and we will see what we can do.
Apply for credit
What is a hire purchase agreement?
A hire purchase agreement is a form of credit agreement. Hire purchase means that the goods remain the property of PerfectHome until the last payment has been made. You cannot sell or dispose of the goods for the duration of the agreement.
It is a requirement of your Agreement, that the goods are protected against Theft and Accidental Damage. We can arrange Theft and Accidental Damage Cover for you at an additional weekly cost. If you choose to not to take our optional cover, we may require you to provide your own policy documents prior to delivery.
Will applying with PerfectHome affect my credit score?
When you make an application for a product with PerfectHome, we will need to carry out a credit check which will leave a footprint on your credit file. This means that other finance organisations will see that you have made an application.
Making payments on time to PerfectHome can help improve your credit score. However, if you are late with your payments, this may have a negative effect on your credit score which could make it harder for you to get credit elsewhere in future.
What information do I need to apply for credit from PerfectHome?
To apply for credit from PerfectHome you must:
- Be aged between 18 and 70 Be a UK resident
- Not be bankrupt Agree to a credit check
You will need:
- Last 3 years address details
- Details of your income and outgoings
To set up your payment you will need:
- A debit card which is registered to the delivery address
- At least 1p available in your account to allow us to register the card. If you do not have 1p available your card payment will fail, and we will not be able to complete your purchase.
Why have I been declined by PerfectHome?
During the application process we carry out several checks, including a credit bureau check. If you are declined, we will always try and tell you the reason why. No matter the reason though we would always recommend that you request a copy of your credit file.
There are three main credit reference agencies in the UK. These are:
- Equifax (equifax.co.uk)
- Experian (experian.co.uk)
- Transunion (transunion.com)
Each one offers access to your report. All are obliged to provide you with a copy of your report for a fee of £2. It’s called a statutory credit report and you can receive it online or through the post. Each credit reference agency may hold slightly different data on you, so it is worthwhile getting a report from each of them.
Theft and Accidental Damage Cover
Why do I need Theft and Accidental Damage Cover?
Items bought as part of a hire purchase agreement remain the property of PerfectHome until the last payment is made, so it is important they are covered by adequate insurance.
For peace of mind PerfectHome offers optional Theft and Accidental Damage cover for all products for an additional low weekly price. However, you may not need our insurance if you already have home contents insurance. Please check that your policy covers hire purchase items and that it extends to the full value of the product you wish to buy from us.
Having adequate insurance is part of the terms and conditions of your agreement so if you do not have home contents insurance or your policy doesn't cover your item, we ask that you either insure the item through our Theft & Accidental Damage cover or take out cover with an alternative provider.
What does my Theft and Accidental Damage Policy cover me for?
Subject to the policy exclusions and limitations, the policy covers you for the below:
- Accidental Damage to the product
- Theft of the product
Is there anything my Theft and Accidental Damage Policy doesn’t cover me for?
You should read the policy carefully to see what is and isn’t covered, but we have listed some exclusions below, which we think are important. This means that the policy will not cover you for:
- Loss of the Goods Cosmetic damage Accessories (for example leads, remotes, earphones, plugs or chargers)
- Damage caused by any animal chewing, scratching, tearing, fouling or urinating
- Theft of the Goods from premises where no forcible or violent entry to or exit from the premises is evident
- Cover for the same Accidental Damage of the Goods more than three times
- Normal wear and tear, gradual deterioration, electrical or mechanical breakdown
Am I covered if the product is not at my home address?
The goods must be kept at your home address, except for portable goods which are covered whilst anywhere in the UK, providing they are in your personal possession.
What happens if I am in arrears and have my item stolen or damaged?
If you fail to make a payment for your Theft and Accidental Damage policy, we will suspend your policy and may cancel it. We will be unable to consider any claims which have arisen whilst your policy is suspended or cancelled. Please see your policy for further information.
How do I make a claim?
If you have a policy and need to make a claim you can contact our UK Based Customer Experience Centre:
All claims must be reported to us within 14 days of discovery. For theft, the incident needs to be reported to the police within 24hrs.
Can I cancel my insurance?
Yes - providing you have arranged alternative insurance to cover the item and provided us with a copy of your new policy.
Do you charge for delivery?
No – Delivery is included on ALL items!
How quickly can you deliver?
Entertainment and Technology
- Smaller technology items such as phones and laptops - Next day delivery by DPD Monday to Friday for orders approved before 7pm. We currently do not deliver at weekends.
- Over 42 inch and larger technology items-72hrs
- Montpellier, Beko, Iceking, Siemens, Hotpoint, Husky, Bosch, Sharp – 7-10 days
- All other brands - Up to 5 working days
- Sofa products – From 72 hours
- Other furniture - Up to 14 working days
Will all my ordered items be delivered at the same time?
Where possible we will try and deliver items together however as we use a number of delivery partners we cannot guarantee this.
How will I be contacted about my delivery?
We will send you an SMS once your order has been booked for delivery with one of delivery partners. Our delivery partners will then keep you updated you via SMS, email or phone. Where possible you will be given the option of selecting a convenient delivery date.
Who will deliver my order?
We work with a number of delivery partners. The partner delivering your item will depend on the item you order.
What happens if the delivery company advise they can’t deliver?
If something goes wrong and the delivery can’t go ahead, we will contact you as soon as possible to let you know what has happened and when you can expect redelivery.
Will I get notified of the expected time?
All our delivery partners will provide a delivery window on the day of delivery. These will range between 1 and 3 hours.
What do I do if I have arranged a delivery, but it doesn’t arrive?
If your delivery hasn’t arrived on the specified date, please contact us on 0800 640 9100 and we will contact the delivery partner on your behalf.
How do I report any issues with my delivery or installation?
We would always recommend checking your item thoroughly before signing for delivery. If you do discover a fault or issue with your item once you have accepted delivery simply call our UK based Customer Experience Centre on 0800 640 9100 as soon as possible so that we can discuss the issue and investigate with the delivery partner.
Can someone else sign for my delivery?
Anyone over the age of 16 can accept a delivery on your behalf.
Can you remove my old electrical appliances under the WEEE scheme at the same time as delivering the goods?
No but we are a member of the Distributor Takeback Scheme which allows you to take any Waste Electrical & Electronic Equipment item to your local tip where they will dispose of it under the correct regulations. To find your nearest centre, visit https://www.recycle-more.co.uk/ and type in your postcode.
What if the product is too big to get into my property?
It is your responsibility to ensure that any product you order will fit in your home and that there is sufficient access for us to deliver it safely. You must therefore check the size of the product and measure any access routes, prior to ordering. If you are unsure if an item will fit, please call us on 0800 640 9100 and we will help you check.
How do I make a payment?
All customers must provide authorisation for a Continuous Payment Authority from your chosen debit card. Payment will be taken weekly on a day chosen by you during the application.
To set up Continuous Payment Authority:
- You must use a debit card. We cannot accept payments from credit cards.
- The debit card must be registered to the delivery address.
- The debit card must be within its expiry date.
You can also pay by:
Can I change my payment frequency?
Yes. If you choose to change your payment frequency you will need to ensure payments are made in advance. For example, if you choose to pay four weekly you must pay four weekly amounts at the start of that period.
To change your payment frequency, you must call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.
We can currently set up Continuous Payment Authority on weekly, fortnightly or 4 weekly payment schedules. We cannot set up regular monthly CPA payments. However, you can make individual advance payments through My Account or by calling us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.
Can I change or set up a new Continuous Payment Authority payment in My Account?
No. Currently we can only accept individual payments in My Account. If you need to change or set up a new CPA arrangement, please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.
When do my payments start?
Your payments will start the week after delivery of your goods. Payments will automatically be deducted using the debit card details you gave us and on the payment day you selected during your application.
If you need to change your payment date or wish to make payments by any other frequency (e.g. fortnightly), please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. Please note: If you choose to change your payment frequency you will need to ensure payments are made in advance.
What happens if I cannot make my payment?
If you do not make your payment on time your account may be subject to a late payment charge . We understand that life isn’t always perfect. Sometimes an unexpected cost comes up or you don’t get paid as much as you were expecting which means you may struggle to make your normal weekly payments.
If something has happened which may affect your payments the sooner you tell us the better. We can work with you to find an alternative payment arrangement until life gets back to normal.
Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.
For details of other organisations that may be able to provide advice please visit our Money Worries page
A late fee has been applied to my account how do I make this payment?
We will text and email you to let you know that a charge has been incurred and you will have the opportunity to bring your account up to date. If you do not make your payment, the charge will be applied to your account and added to your arrears balance.
You can pay your account and/or late fee:-
Can I pay off my agreement early?
Yes! At PerfectHome we are all in favour of putting you in control of your finances.
If you choose to pay off your agreement within 12 weeks of starting it, you will only pay the originally advertised cash price. This gives you complete control as it means that you get to spread the cost over 12 weeks and won’t be paying a single penny in interest.
If your agreement was made more than 12 weeks ago, simply call our UK based Customer Experience Centre on 0800 640 9100 and they will advise you about the amount outstanding. Please ensure you have your card details to hand, so we can process your payment.
My debit card has expired. What do I do?
If you receive a new debit card as yours is due to expire, please let us know as soon as possible by calling us on 0800 368 5384 and selecting option 2 to speak to a Customer Account Manager. We can update your account and make sure your payments are unaffected.
Please note that if your card expires we will not be able to take a payment which may result in a late fee being applied to your account.
Returns and cancellations
Can I return my item?
You can return your product within 14 days if the item is not suitable. Contractually, you cannot return your item once this time has lapsed unless you have paid a minimum of 50% of the outstanding balance. We are unable to accept the return of mattresses unless it is still in its original unopened packaging.
Can I cancel my order?
You can cancel your order at any time before you have received your order by calling our Customer Care team on 0800 640 9100.
My item is faulty. How do I report it?
Please contact our UK based Customer Experience Centre on 0800 640 9100 who will be able to discuss the options available to you.
I arranged an appointment for somebody to assess, collect or repair my faulty goods, but nobody has turned up. What do I do next?
Please contact our Customer Experience Centre on 800 640 9100, who will investigate further for you.
I need to change a service appointment date. What do I do?
Please contact our UK based Customer Experience Centre on 0800 640 9100 who will attempt to rearrange the appointment for you.
What happens if I am not happy with the repair or the product?
Please contact our UK based Customer Experience Centre on 0800 640 9100 who will be able to discuss the options available to you.
My product is faulty, can I change it for an alternative product?
If we are unable to repair a product, then we will contact you to discuss the possibility of a like for like exchange.
I am unhappy with your decision or offer, what can I do next?
If you disagree with any advice or decision made by our service team, you are free to obtain an independent inspection or assessment (at your own expense) and we will be happy to consider the findings.
My product is faulty – who will repair it?
We always want to ensure that any repairs are completed by the right people, so depending on the type of product and the nature of the fault, the repair may be completed by one of our experienced inhouse service technicians, the product manufacturer or a selected third party.
What repairs will I be covered for?
You have statutory rights in relation to faulty goods under the Consumer Rights Act.
Please contact us or the manufacturer directly if you require further information on the content or duration of any warranty.If you have an up to date Theft and Accidental Damage policy covering your goods, you will be covered for any accidental or impact damage to the goods. Click here for more information on our Theft and Accidental Damage cover.
If you have an up to date PerfectCare policy covering your goods, you will be covered for any breakdowns or faults occurring outside of this warranty, subject to policy exclusions and limitations. PerfectCare is no longer available on agreements made on and after 21st February.Click here for more information on to make a PerfectCare claim. .
How long is my repair guaranteed for?
Repairs are guaranteed for 30 days from the date the technician visits you and completes the repair, or from the date the goods are returned to you.
Can I have another product from you?
You can add additional products to your account once you have been with us over 12 weeks, demonstrated you can make your payments on time and providing the additional product is affordable for you.
How do I request a statement?
You can review your statement of payments through My Account. Alternatively, you can request a paper statement by contact our UK based Customer Experience Centre on 0800 640 9100.
I’ve moved to a new house; how do I update my details?
You must inform us BEFORE moving home of a change of address. As part of the terms and conditions of the hire purchase agreement, any product bought from PerfectHome should remain at the property listed on the agreement.
If you need to inform us of a change in your address, please email us at email@example.com.
How do I update my phone or email details?
You can update your mobile number, landline number or email address through My Account. Alternatively, contact our UK based Customer Experience Centre on 0800 640 9100.
How do I view my balance online?
You can view your balance in the statement section of My Account.
I’ve lost my PayPoint card, what do I do?
If you need a replacement card, please call 0800 368 5384 and select option 2 to order one.
What can I do in My Account?
As a PerfectHome customer you will be invited to register for My Account. With My Account you get:
- Easy to access your account
- 24/7 Manage payments on your account
- Check your agreement balances
- View your statements
- Shop deals and offers
How do I reset my password for my online account?
You can reset your password in the My Account section of this website. Please click the forgotten password link and complete the details including a recent agreement number to reset your password. If you can't complete the information requested, please contact our UK Based Customer Experience Centre on 0800 640 9100.
How do I report Fraud? (My details have been used and I am not a customer)
If you believe you have been a victim of potential fraud, we would ask that you contact our UK based Customer Experience Team on 0800 368 5384.
What does redress mean?
Redress is how we aim to put things right for you. It is our way of putting you back in the same situation you should have been in.
Can I claim interest on the redress payment?
Simple interest of 8% has already been added to all payments, from the time of the potential financial disadvantage to the current date. This is in line with the redress guidelines used by the Financial Ombudsman Service.
Do I need to accept the offer?
This offer is in full and final settlement. Any credit to outstanding Agreements has already been applied, with any remaining balance (where applicable) attached to this letter. As the scheme has been approved by the FCA and the method for calculating redress applied consistently to all affected parties, we are unable to enter into any individual negotiation in relation to the amount of redress provided.
How will this affect my current Agreements with you?
Where your outstanding balance has been reduced or settled as a result of this redress scheme, this will be detailed in our letter to you. There will be no other change to any of your other Agreements with us.
I have already agreed forbearance with you – will this affect our arrangement?
Where your outstanding balance has been reduced or settled as a result of this redress scheme, this will be detailed in our letter to you. There will be no other change to any other arrangement we have made with you.
I am unhappy – can I complain?
If you wish to make a complaint, you can contact our complaints team on 0800 030 4423.
Why are you deducting tax?
We are obliged under section 874 of the Income Tax Act 2007 to deduct tax of 20% on any interest payments we make to customers, this money is paid to HMRC. You may apply to HMRC for a refund of this money if you are eligible. To find out more, please refer to the HMRC.GOV.UK website or ring their helpline on 0300 200 3300.
Where can I get more information?
If you wish to discuss the content of this letter in more detail, please call our redress team on 08000728379.