Frequently Asked Questions (FAQ)

 

Becoming a Customer

How does it work? 
Find all the information you need on this topic by clicking here.

What am I signing up to when I purchase a product?
When you purchase a product from Easy Buy, you are signing up to a Hire Purchase Agreement for Products or a Credit Agreement for Vouchers. This allows you to receive the product(s) almost immediately, while paying for them in affordable weekly payments over the agreement term.

What is a Hire Purchase Agreement?
A Hire Purchase Agreement is a form of credit agreement. With a Hire Purchase Agreement, the goods remain the property of Easy Buy until the balance has been paid off. You cannot sell or dispose of the goods for the duration of the Hire Purchase Agreement.

How do I recommend someone?
If you would like to recommend someone you can either use our Recommend a Friend form or call us on 0333 123 9000. Once your friend has been accepted, you will receive £20 off the balance of your account. We will not be paying cash.

What is a Credit Agreement?
A Credit Agreement is an agreement between yourself and Easy Buy. A Credit Agreement is a legally binding contract, that will lay out all the terms of the credit agreement.

Do you deliver nationwide?
Unfortunately we only cover Yorkshire and Lincolnshire at the moment. Use our postcode checker to see if you are eligible by clicking here. If you are outside of our catchment area, we now also offer the choice to click and collect from our offices should you wish to do so.

Application Process

What is the application process?
Starting an application is quick and easy using our website, by selecting the products you want, and filling in the application form online. Once received it will go to our stage 1 process. If you have not had a call by  3pm the following working day your application has not been successful. If successful at stage 1 it will go to stage 2 and one of our trained sales team members will contact and carry on with your application in more depth which will include an affordability assessment and further questions on your application. Once passed this stage we will then discuss the next process which hopefully ends up with arranging the delivery of your product.

How many products can I take out on an agreement?
When you apply for products from us, we will assess your income and expenditure to determine your level of affordability. Using this you willl be offered a weekly repayment that we can finance you upto.

If you do not qualify the product(s) you want, you may qualify for one of the lower price products, with a lower weekly repayment. By building up a payment history with us, you may be eligible to add new products over a period of time.

I can't see the product I want on the website or your brochure, what do I do?
You can either email us at sales@easybuy.uk.com or call us on 0333 123 9000 and we will see whether we can find the product for you.

What is Retracare?
Find all the information you need on Retracare and other extended warranty services by clicking here.

What does Accidental Damage cover?
Certain products, such as white goods and brown goods can be protected by Retracare, so should you break them, they could be fixed or replaced. T's and C's apply. There is NO obligation to take out Accidental Damage cover.

Do I own the products when they are delivered?
The products belong to Easy Buy, until you have paid off the full balance of the agreement. Once you have paid off the balance in full, the products then belong to you.

What proof of income and expenditure do I need?
To ensure we lend responsibly, we will need to verify your income and expenditure to ensure you can afford your purchase. We will need your bank statement, and proof of income, such as a wage slip or benefit statement.

Why do I need proof of identity, income and expenditure?
To ensure we are both a responsible lender, and to comply with money laundering regulations. These regulations aim to ensure we do not lend money to you that you can’t afford to pay back, and to stop criminals using financial products and services to launder money. They also protect you from criminals trying to use your identity without you knowing!

Delivery

I’ve missed my delivery, what do I do?
If you have missed your delivery driver, please give us a call on 0333 123 9000 to organise your product to be redelivered.

How do I find out what time my product will be delivered?
Most of our deliveries will be an all day call, but if you give us a call on 0333 123 9000 on the day of the delivery, we will be able to give you an estimate of the delivery time.

What happens if I am not going to be in?
If you are not going to be available, give us a call at the earliest opportunity on 0333 123 9000 before we attempt to deliver your product or you can arrange to have someone sign the delivery on your behalf but they must be over 18 years old. If no one is available we will attempt to cancel and rearrange your delivery.

Can I get someone else to sign for my delivery?
You will need to have signed the Hire Purchase Agreement, and you can arrange to have someone sign for your delivery as long as they're over 18.

How do I report an issue with the delivery or installation?
If you have an issue with your delivery or installation, please give us a call on 0333 123 9000 as soon as you noticed the issue, and we will try our best resolve the issue.

Can you remove my old electrical appliances under the WEEE scheme at the same time as delivering the goods?
Yes, we can pick up certain electrical goods and dispose of them ourselves. Certain Electrical goods we cannot dispose of ourselves and will be your responsibility to dispose of, such as fridge freezers. To find your nearest Recycling centre, visit the Recycle More website and enter your postcode. 

I have changed my mind, can I cancel my delivery?
Simply give us a call on 0333 123 9000, and we will discuss the process with you.

What if the product is too big to fit into my property?
It is your responsibility to ensure that the product will fit into your home and there will be sufficient access to deliver it safely. You MUST check the size of the product and measure any access routes, prior to ordering. If you are unsure if the item will fit, give us a call on 0333 123 9000 and we will check.

I’ve been asked to do an Office Pick-up. Where do I collect my products from?
You will be able to collect the product(s) from our showroom:

First Floor Office (Above Tyreman behind ASDA)
Witty Street
Hull
East Yorkshire
HU3 4TX
Monday – Friday, 9am – 5:30pm.
You will need to provide ID to prove your identity.

What ID do I need when I pick-up my goods from the Office?
When you come to pick up your products, you will be asked to provide two of the following to help prove your identity such as Photo ID (such as a Driving license or passport), your bank card, and a letter dated in the last month.

I’ve lost my proof of purchase, what do I do next?
If you have lost your proof of purchase, contact our office on 0333 123 9000 and we will be able to help you.

Accounts

How many weeks till I can get something else?
Our policy, is you have to wait at least 20 weeks, and depending on your circumstances and if the account is in good standing, we will allow you to apply for further credit. The purchase will only be approved if the repayments are affordable for you.

How many accounts can I have?
We generally limit customers to 3 open accounts at a time, to ensure it is affordable for our customers. So if you already have 3 open accounts, and would like to add another account, you will be asked to pay off the balance of one open account.

What are the ways I can pay?
We accept several methods of payments, including Direct Debit, Debit / Credit Card, Standing Order and Cash. If you would like to make an extra payment, call us on 0333 123 9000 to arrange the additional payment.

Can I pay off my account early?
You can always pay extra onto your account, to pay off your balance earlier. We can either increase the weekly payments on your account, or you can make extra payments over the phone via debit / credit card. Give us a call on 0333 123 9000, to discuss increasing your payments. You will not face any penalties and can save money by paying off your account early.

What can I do when I cannot pay my regular payment?
If you are having issues making your regular payments, please give us a call on 0333 123 9000 and press option 2 for accounts, and we can discuss your options.

Our staff will listen, and aim to understand your circumstances. They may be able to offer you help and advise or offer alternative solutions. We’re here to help!

If you would like advice on how to manage your debts, you can do this free of charge by contacting:

Citizens Advice Bureau Website: www.nacab.org.uk
Step Change, Telephone: 0800 138 1111 or Website: www.stepchange.org
National Debtline Telephone: 0808 808 4000 or Website: www.nationaldebtline.org/

Having a problem?

My product is faulty, what do I do?
If your product is still under warranty, you will be able to contact the Manufacturer to resolve the fault. Please visit our Customer Service section to find the Manufacturers contact details. If you have Retracare cover, you will be able to contact Retracare on 01234 245900.

If you are still having issues resolving the fault on your product, please contact our Customer Service centre as soon as possible on 0333 123 9000, who will be able to discuss possible options regarding the product.

My product has been stolen, what do I do?
If your product has been stolen, you will still need pay off the balance of the product.

I’ve accidentally dropped my product, what do I do?
If your product is covered by the Accidental Damage cover, you will be able to contact Retracare on 01234 245900 to make a claim. If you do not have accidental damage cover, you will need to keep making payments on your product until the balance has been paid off, under the terms of your Hire Purchase Agreement.

What happens if I am not happy with the repair or the product?
Please contact our Customer Service team on 0333 123 9000 who will discuss the options available to you OR contact the Manufacturer if you have dealt directly with them.

If I am unhappy with your decision, what can I do next?
If you are unhappy with the decision we have made, you can lodge a complaint by going through our complaints procedures. These can be found by clicking here.

If I am still unhappy with your decision, what can I do next?
If after making a complaint you are still unhappy with the decision we have made, you can contact the Financial Ombudsman.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4567

By email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk

My goods need to be repaired, but I have no warranty or service cover in place?
Please call us on 0333 123 9000, as we may be able to complete a repair via a third party. In most cases, we will be able to divide the cost into affordable weekly payments.

Mon - Fri 9am - 5:30pm
Working Days/Hours!
0333 123 9000
Call us with any issues or enquiries
info@easybuy.uk.com
Customer support

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