1.1 We are Miele Company Limited, a company registered in England and Wales. Our company registration number is 00769014 and our registered office address is at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our registered VAT number is 226947242.

1.2 You can contact us about a product, a service or a repair on:

1.2.1 By telephoning our customer service team on 0330 160 6600 (local rates apply from mobiles and landlines, and will be included if your phone tariff offers inclusive calls to landlines) – this line is open from Mondays to Fridays 8:00 am to 6:00 pm and Saturdays from 9:00 am to 2:00 pm (excluding Bank Holidays).  Throughout the year, opening times may vary, please refer to our website - www.miele.co.uk/cs/service/contact-11- for further details.

1.2.2 Via the link on at https://www.miele.co.uk/domestic/contact-form-2970.htm

1.2.3 By e‐mail at contact@miele.co.uk.

1.2.4 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.

1.2.5 When we use the words "writing" or "written" in these terms, this includes emails.

1.2.6 www.miele.co.uk is a website operated by us.

2.1 Summary of your legal rights and the 30-day cooling off period

2.1.1 Please read the following important terms and conditions before you order products from us. Summary of some of your key rights:

2.1.2 You have the following legal rights (under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) when you buy products from us:

(a) If you decide you no longer want the product, you may cancel your contract within 14 days after the day on which you received the product and receive a full refund. We offer an extended right to return period to the 14 day period provided for under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We offer a 30-day right to return – this does not affect your statutory rights as a consumer. As such, you may cancel the contract and return your products for any reason within 30 days of the day you receive the products.

(b) If you cancel the contract, you must retain possession of the products and take reasonable care of them.

(c) You must inform us of your decision to cancel by a clear statement.

Please see the Cancellation Rights (at Section 4) below for more details.

2.1.3 This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

2.1.4 The information in this paragraph 2.1 summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

2.2 How the contract is formed between you and us (when ordering a product online)

2.2.1 All orders are subject to acceptance by us.

2.2.2 If we reject your order our website will display a page acknowledging your order but advising you that we have rejected it.

2.2.3 If we accept your order we will send you an email (the Order Confirmation) acknowledging your order and confirming our acceptance of it. Our Order Confirmation will also advise you that we have taken payment for the product or products that you have ordered. The contract between us (Contract) will be formed when we send you the Order Confirmation.

2.2.4 A guide to the different steps that you must take for a Contract between us to be formed is available on the home page of the on-line store at www.miele.co.uk.

2.2.5 For 1 year we will retain details of the contract with you which will be accessible by us. We will provide such details to you on request.

2.2.6 The contract between us will be formed in the English language.

2.2.7 To cancel the contract please contact our consumer aftersales team on 0330 160 6630 option 2.  You will then be informed of details of how to return or arrange collection of the products. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. Please take reasonable care of the products while they are in your possession as failure to do so may impact upon the process of claiming a refund. Charges for delivery and installation are not refundable. Please see the Cancellation Rights (at Section 4) below for more details.

2.3 How the contract is formed between you and us (when ordering a product from one of our Technicians in your home)

2.3.1 Before you place an order our Technician will provide you with a copy of these terms and conditions by email and will summarise some of the key terms to you. If you don't understand any of these terms and want to talk to us about it directly rather than through our Technician, please contact us by e‐mail or by telephone by the contact details at Section 1 above before placing an order.

2.3.2 All orders placed through our Technicians are subject to acceptance by us.

2.3.3 If we accept your order we will send you an email (the Order Confirmation) acknowledging your order and confirming our acceptance of it. Our Order Confirmation will also advise you that we have taken payment for the product or products that you have ordered. The contract between us will be formed when we send you the Order Confirmation.

2.3.4 If we are unable to accept your order, we will inform you of this and will refund all sums that you have paid for the order to the credit or debit card used by you to pay for the order. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

2.3.5 For 1 year we will retain details of the contract with you which will be accessible by us. We will provide such details to you on request.

2.3.6 The contract between us will be formed in the English language.

2.3.7 To cancel the contract please contact our consumer aftersales team on 0330 160 6630 option 2.  You will then be informed of details of how to return or arrange collection of the products. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. Please take reasonable care of the products while they are in your possession as failure to do so may impact upon the process of claiming a refund. Charges for delivery and installation are not refundable. Please see the Cancellation Rights (at Section 4) below for more details.

2.4 Changes to an order

2.4.1 If you wish to change an order after we have accepted it, please let us know as soon as possible. If the change is possible, we will advise about any change to price, timescales or anything else that would be involved and ask whether you wish to go ahead on that basis. If we cannot agree to a change, you may wish to end the contract (see Section 4 Cancellation Rights).

2.4.2 If we need to make changes to an order, we will notify you and, if you do not agree to those changes, you may then contact us to end the contract before the changes take effect (and receive a refund for any products paid for but not received). If our supply of products is delayed by events outside our control, we will notify you as soon as possible and take steps to minimize the effect of any delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you can contact us to end the contract (and receive a refund for any products paid for but not received).

2.5 Delivery and Installation

2.5.1 Domestic appliances (excluding Vacuum Cleaners)

(a) We aim to make the purchase of your new appliance from us as easy as we can so that you can enjoy your new machine with as little hassle as possible. We will deliver the appliance and take away all unwanted packaging that comes with your new appliance, saving you the trouble of disposing of it yourself. Information regarding delivery and installation of your appliance and the associated cost can be found on our website www.miele.co.uk.

(b) Please note that this service applies to England, Scotland and Wales addresses only. For remote geographical locations such as Isle of Man, Isles of Scilly, Isle of Wight, Channel Islands, the Scottish islands, we may only offer a delivery service only.  Please contact our customer service team on 0330 160 6600 for further information. For services in Northern Ireland please contact Miele Ireland at www.miele.ie.

(c) After you have placed your order we will contact you by telephone usually by the following working day to arrange delivery to your chosen address and to confirm if you have an old machine for disposal. We will usually deliver your appliance within 3-5 working days after placing your order although this is subject to your postcode, stock availability and to us agreeing with you a time that is convenient.

(d) Freestanding Appliances

For freestanding appliances we will disconnect your old appliance and take it away for recycling (charges apply and vary). If you opt for our installation service, we will put your new appliance in place including plugging it in and for freestanding washing machines and dishwashers we will connect to water supply and waste. In some circumstances, where we find mains services to be unsuitable for safe disconnection and connection or where some level of remedial works are required, we reserve the right to not carry out these services. We are unable to disconnect or connect hard-wired appliances, to rewire plugs, to ‘customise’ fittings and fixtures or to dismantle or change any furniture. It is your responsibility to be aware of your installation requirements, including length of hoses and access for any valves on the inlet pipes, and to inform us if any such requirement is likely to delay or impede installation.

(e) Integrated appliances

Built-in dishwashers

For built-in dishwashers we are able to offer an installation service for both integrated and semi-integrated appliances, this includes fitting the integrated door from matching kitchen cabinets. This is a chargeable service, the cost of which can be obtained by contacting us on 0330 160 6630. This must be requested and paid at the time of purchase to ensure we are able to set a suitable installation date. For orders placed on www.miele.co.uk it is the customers responsibility to telephone 0330 160 6630 to add this service to the order (where you order products from our Technicians in your home, our Technicians will discuss this service with you at the point of order). In some circumstances, where we find mains services to be unsuitable for safe disconnection and connection or where some level of remedial works are required, we reserve the right to not carry out these services. We are unable to disconnect or connect hard-wired appliances, to rewire plugs, to ‘customise’ fittings and fixtures or to dismantle or change any furniture. Customers are required to remove plinths and ensure access is available to the stopcock prior to the installation team arriving at the property.

All other integrated appliances

An installation and pre-site survey service is also available for many of our other integrated appliances.  For full details please contact us on 0330 160 6630.

(f) Stacking Kit

Where you have bought a tumble dryer and stacking kit which is compatible with your washing machine we offer a chargeable service to stack your tumble dryer on top of your washing machine.

(g) Consolidated Orders

We always aim to consolidate orders although if you have also ordered accessories, a vacuum cleaner or more than one product then these may arrive separately on a different delivery.

2.5.2 Vacuum Cleaners

(a) We offer several options of delivery service when purchasing a vacuum cleaner directly, including next day, next day before 10.00am and standard delivery within 2-5 working days. Charges apply and vary depending on which delivery option is selected.

(b) Deliveries of vacuum cleaners can be made to England, Scotland and Wales. For customers living in Northern Ireland, please contact Miele Ireland at www.miele.ie.

(c) We will aim to deliver your vacuum cleaner within 2-5 working days subject to postcode and stock availability.

(d) Our chosen carrier will attempt delivery to your chosen address; if there is no-one available they will leave a card with instructions on how to arrange another delivery date or how to collect locally.

(e) We always aim to consolidate orders although if you have ordered accessories or more than one product with your vacuum cleaner then these may arrive separately on a different delivery.

(f) If we can help with anything relating to the delivery of your Miele vacuum cleaner please email us at retailexperienceteam@miele.co.uk quoting your Order Acknowledgment number.

2.5.3 Accessories & Dustbags - Standard delivery

Please see our website, www.miele.co.uk for standard delivery charges.  We deliver to England, Scotland and Wales.  Deliveries are made within 2-5 working days of placing your order. Deliveries are via our chosen courier and require a signature.  For customers living in Northern Ireland, please contact Miele Ireland at www.miele.ie.

2.5.4 Out of stock items 

To avoid dissatisfaction we aim to keep stock at levels to meet customers demand. From time to time however products may regrettably be out of stock. If this is the case then we will inform you by email and the items will be delivered to you as soon as they are available. Items on the same order that are in stock will be delivered to you as normal.

2.5.5 Outlet products

Please see the Outlet Terms and Conditions below at Section 8.

2.6 Availability and delivery

2.6.1 Your order will be fulfilled by the delivery date set out in the Order Confirmation or, if no delivery date is specified, then no later than 30 days of the date of the Order Confirmation, unless there are exceptional circumstances or the particular appliance you have ordered has a longer lead time.  If the appliance is due to take longer than 30 days from the date of the Order Confirmation, we shall contact you to discuss this and arrange a convenient time for the appliance to be delivered. 

2.6.2 If the product(s) that you order are unavailable for delivery by us within the time period specified in paragraph 2.6.1, we will inform you and refund your payment as soon as possible. We will in any event refund your payment within 30 days of the delivery date set out in the Order Confirmation, or if no delivery date is specified in the Order Confirmation within 60 days of the date of the Order Confirmation.

2.6.3 If the product(s) that you order are unavailable for delivery by us within the time period specified in paragraph 2.6.1 we will not provide substitute goods for the product(s) unless you request us to do so. 

2.7 Risk and title

2.7.1 All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. If you arrange your own carrier, the products will be at your risk once the carrier has collected the products from us.

2.7.2 Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery charges.

2.8 Price and payment

2.8.1 The price of any products will be as quoted on our website from time to time and, where you order products through our Technicians in your home, our Technicians will confirm the price of any products, except in cases of obvious error, and will include VAT.

2.8.2 Information on any product shown on our website will include a statement as to whether delivery is included in the product price, or whether an additional delivery charge is payable. Where delivery is not included in the product price, the delivery charge will be added to the total amount due.

2.8.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.

2.8.4 Our website contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our website may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product’s correct price is higher than the price stated on our website, we will normally, at our discretion, either contact you for instructions before dispatching the product or reject your order and notify you of such rejection.

2.8.5 We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mis-pricing.

2.8.6 Payment for all products must be by credit or debit card. Please refer to the product page of our website for a list of cards that we accept.

2.8.7 Where you order products through our website or by telephone, we will charge your credit or debit card when we confirm our acceptance of your order via Order Confirmation.

2.8.8 Where you order products through one of our Technicians in your home, we will charge your credit or debit card when you place your order and make payment using the portable payment device provided by our Technician.

2.9 Our products

2.9.1 Products may vary slightly from their pictures. The images of the products in any brochure and on our website are for illustrative purposes only. Although we have made every effort to ensure the colours are accurately represented there may be minor variations. Your product may vary slightly from those images.

2.9.2 Product packaging may vary. The packaging of the product may vary from that shown in images in any brochure and on our website.

3.1 Summary of your legal rights and the 30 day cooling off period

3.1.1 Please read the following important terms and conditions before you order services from us. Summary of some of your key rights:

3.1.2 We are under a legal duty to supply services that conform to these terms and other information supplied to you.

3.1.3 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after we accept your order, you can cancel the contract (and get a full refund of any advance payments). Please note that if we have already started or completed the services within this period, the position is different as explained below. Full details of your statutory rights and your right to cancel are provided in the delivery confirmation. We offer an extended right to return period to the 14 day period provided for under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We offer a 30 day right to return – this does not affect your statutory rights as a consumer.

3.1.4 To cancel the contract please contact our consumer aftersales team on 0330 160 6630 option 2.  You will then be informed of details of how to return or arrange collection of the Product(s). Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. Please take reasonable care of the Products while they are in your possession as failure to do so may impact upon the process of claiming a refund.

3.1.5 The Consumer Rights Act 2015 says that where the contract is for services:

(a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it;

(b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable;

(c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

3.1.6 This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

3.1.7 The information in this paragraph 3.1 summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

3.2 Coverage of these terms

3.2.1 If you buy services on our website or through a phone booking you agree to be legally bound by this contract.

3.2.2 You may only order service visits or repairs for non‐business reasons. For our commercial repair services, please visit https://www.miele‐professional.co.uk/ or call 0845 365 6608. Different terms apply to our commercial repair services.

3.2.3 Services may be ordered online or by phone. In some cases, we need to take your order by phone rather than online. Please see:

https://www.miele.co.uk/domestic/maintenance‐and‐service‐480.htm for a list of services that can only be ordered by phone on 0330 160 6600.

3.2.4 This contract is only available in English. No other languages will apply to this contract.

3.2.5 We only accept orders for service visits or repairs from within England, Scotland and Wales. For service visits to some parts of the UK, we do not provide services ourselves but will provide details for our service partners who operate in those areas. Please visit our website for further details. Customers living in Northern Ireland and Southern Ireland should contact Miele Ireland on 0800 904 7927 to book a service repair and should not use our online booking system in the United Kingdom.

3.3 Ordering services from us

3.3.1 Below, we set out how a legally binding contract between you and us is made.

3.3.2 You place an order on the site by entering the required details through our portal at https://iservice.miele.co.uk/amsap58/htm/Start.htm. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

(a) When you place your order at the end of the online checkout process by clicking on the 'submit' button, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

(b) We may contact you to say that we do not accept your order. This is typically for the following reasons:

(i) The appliances are not ones for which we can accept online service visit bookings (see paragraph 3.5);

(ii) We cannot authorise your payment (where applicable);

(iii) There has been a mistake on the pricing or description of the services.

3.3.3 Where you place your order by phone, our customer services will take details and will advise you if for any reason we cannot take your order.

3.3.4 Please ensure that all details submitted with your order are accurate. This will assist us in dealing with your repair efficiently

3.3.5 We will only accept your order when we e‐mail you to confirm this (Confirmation E‐mail). At this point a legally binding contract will be in place between you and us.

3.3.6 If you wish to change an order after we have accepted it, please let us know as soon as possible. If the change is possible, we will advise about any change to price, timescales or anything else that would be involved and ask whether you wish to go ahead on that basis. If we cannot agree to a change, you may wish to end the contract (see Section 4 Cancellation Rights).

3.3.7 If we need to make changes to an order, we will notify you and, if you do not agree to those changes, you may then contact us to end the contract before the changes take effect (and receive a refund for any services paid for but not received). If our supply of services is delayed by events outside our control, we will notify you as soon as possible and take steps to minimize the effect of any delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you can contact us to end the contract (and receive a refund for any services paid for but not received).

3.4 Service visits

3.4.1 Except for appliances that are returned to us for repair (see paragraph 3.5), you agree that we will carry out a service visit to diagnose and/or repair or service your Miele appliance. The details of the services to be provided are as set out in the Confirmation E‐mail.

3.4.2 We may carry out the services through our own technicians, or may sometimes use our authorised repairers to carry out the services on our behalf (in which case, we remain responsible for the services).

3.4.3 We will normally agree the date of your service visit when you arrange it. At least 4 days ahead of the service visit you will receive a reminder from us by text or email (depending upon the preferred method of communication selected by you at the time of booking) of your forthcoming service visit. At your request, we will provide you with a narrower time slot and the name of the technician who will visit you by the following methods, from 3.00 pm the day before the visit, as follows:

(a) Text message: provide us with a mobile number and we will text you the name and two‐hour call slot of the technician;

(b) E‐mail: if we have your e‐mail address, we can send you the information electronically.

3.4.4 Although we aim to return your appliance to working order during the first service visit, there are some circumstances where this may not be possible, including:

(a) If we do not have all necessary parts to complete the repair, we may need to arrange a return visit. In such cases we will not charge you a call‐out charge for the first visit although technician time during that first visit will be counted towards the first hour of time for the second visit. Any unused minutes from the first hour of labour during the service visit will be added to the second service visit as part of the final repair (provided that a second service visit is required).

(b) If in our Technician's sole opinion your appliance is beyond economic repair, we will discuss this with you before carrying out the services. Where you decide not to have work carried out for this reason, please note that a call‐out charge will still apply (see paragraph 3.7.1(c) below).

(c) Our Technician will carry out a safety test of the appliance electrical socket to ensure the product is safe to work on. Should the electrical test fail, our Technician will advise you of what steps you need to complete in order for us to continue with the repair on a further occasion, in which case this clause 3.4.4 shall apply to such further occasion.

3.4.5 If you do not allow us access to your property to provide the service visit as arranged (and you do not have good reason for this) we may charge you additional costs incurred by us as a result (see the charges for failed calls on our website). If, despite our reasonable efforts, we are then unable to contact you or re‐arrange the service visit, we may end the contract.

3.4.6 Payment for service visits is required at the time of our Technician's visit for any services or products. Payment must be made using a debit or credit card.

3.4.7 Someone over the age of 18 must always be in the home for the completion of the service visit.  Our Technician will cancel the service visit if upon arrival there is no person over the age of 18 at your property.

3.4.8 In areas where households have a parking permit restriction, the household is required to ensure that our Technician has the correct documents to park outside or near to the home.  Failing to provide easy access could mean that the visit is cancelled and rescheduled until parking can be provided.

3.5 Vacuum Cleaners

Repairs for vacuum cleaners are not carried out by service visit – for these appliances, please order the repair by phone on 0330 160 6600 to enable us to arrange collection of your appliance for repair or servicing. Our repair service and charges for these appliances are set out at www.miele.co.uk/c/repair-26.htm and are inclusive of parts and labour. This service covers servicing and minor repairs, and we are not able to provide this service for appliances requiring major repairs: where we consider that your vacuum cleaner cannot reasonably be repaired, we will return the appliance to you and refund 50% of the cost of the service.

3.6 Service Guarantee

3.6.1 We guarantee all repairs carried out on a specific fault for 12 months, covering both labour and replaced parts. Please note that this service guarantee only covers the specific parts and services supplied under the service visit or during the repair: it does not cover any other faults that your appliance may have. The service guarantee does not apply where the failure of a repair or a replaced component is due to any of the following:

(a) Non‐compliance with safety regulations and warnings given in the operating instructions;

(b) Faults caused by operating errors or lack of care;

(c) Inappropriate and/or commercial use;

(d) Intentional or accidental damage, or external influences;

(e) Incorrect installation or faulty repairs by non‐authorised repairers; or

(f) Use of non‐approved spare parts or accessories.

3.6.2 The service guarantee is offered as an extra benefit and does not affect your key rights, which are summarized at the top of these terms.

3.7 Price and Payment Options

When it comes to servicing your appliance, there are two options available to you: you can pay our standard service charge; or pay in advance for a fixed price repair. Each of these options are explained in this section.

Please note that the fixed price repair is only available if paid in full either at the time of booking or at the latest 24 hours prior to the Technicians visit.

1) Standard Service Charge

3.7.1 Our service visit charges are set out on our website in pounds sterling (GBP) and include VAT at the applicable rate. The price for your service visit (and the basis of any charges we cannot calculate in advance) will be indicated on the order pages when you place your order or will be confirmed during your phone booking:

(a) Call-out charges are applied as a single fixed fee, which covers all labour and time spent on-site, irrespective of duration;

(b) Replacement spare parts are charged as extra – your technician will advise you of the cost of spares;

(c) Where our technician advises (at its sole discretion) that your appliance is beyond repair, the payment for the standard service fee will be transferred across to the cost of a new machine and we shall be under no obligation to repair your appliance. 

We take all reasonable care to ensure that the prices advised to you are correct. If, in the course of a service visit, it becomes apparent that further work is needed on your appliance beyond that covered in your order, the technician will agree the costs of that additional work with you.

3.7.2 In some cases, and where stated during the order process, we require advance payment before we start the services. Where you have made advance payment (unless you have pre‐paid in full) we will invoice you for the balance of the price of the services when we have completed them. In all other cases, you will need to make payment on completion of the services.

3.7.3 Unless services have been fully pre‐paid, you must pay each invoice within 30 calendar days after the date of the invoice. We accept payment by all major credit and debit cards, but we are unable to accept cash payment. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Barclays Bank from time to time. This interest will accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

3.7.4 Nothing in this paragraph affects your legal rights to cancel the contract during the 14 day cancellation period, for further details please see Section 4 (Cancellation Rights).

2) Fixed Price Repair

See Section 13

Miele Proactive Maintenance

1. Maintenance Services
1.1    The Maintenance Service is a one-time in-home service and maintenance offer conducted by qualified Miele technicians on selected appliances.
It entitles the purchaser to one professional diagnostic maintenance and performance assessment of the Miele appliance(s) specified in the Maintenance Service order.

1.2    The maintenance visit includes thorough cleaning, care and maintenance of the appliance as well as a performance check with diagnostic tools. Program and software updates (if applicable) and care products required for cleaning the appliance(s) during the maintenance visit will be provided.

1.3     The Maintenance Service must be agreed, and confirmed by Miele via email, before the    maintenance visit takes place.

1.4    If, outside the manufacturer’s guarantee or liability for faults period, any malfunctions or signs of wear and tear are identified during the visit, repairs can be scheduled if so desired by the consumer. The costs of spare parts and work required will then be invoiced separately in accordance with applicable tariffs. During the visit, the Miele technician shall replace all parts needed to be replaced (preventively) to ensure correct operation of the Miele appliance(s). The costs of spare parts and work required will then be invoiced separately to the purchaser in accordance with applicable tariffs.

1.5   Following the maintenance visit, there will be up to 12 months repair coverage on the Miele appliance(s) specific to the Maintenance Service order, subject to the following conditions:

1. The 12 months repair coverage commences immediately following the maintenance visit, and ends on the 12 month anniversary of the maintenance visit.
2. If the Miele appliance(s) specified in the Maintenance Service order fail or defects occur within the 12 months repair coverage period, the costs of subsequent call outs for Miele technicians will be covered by Miele GB.  The costs of spare parts  shall continue to be invoiced separately to the purchaser in accordance with applicable tariffs.
3. The costs of the subsequent call-outs shall not be covered where a failure or defect occurs due to any of the following:
   1. Non‐compliance with safety regulations and warnings given in the operating instructions;
   2. Faults caused by operating errors or lack of care;
   3. Inappropriate and/or commercial use;
   4. Intentional or accidental damage, or external influences;
   5. Incorrect installation or faulty repairs by non‐authorised repairers; or
   6. Use of non‐approved spare parts or accessories.
4. Consequential damage is not covered under any circumstances.
5. If the Miele appliance(s) specified in the Maintenance Service order are beyond economic repair or repair is not possible, Miele reserves the right to instead make a trade-in offer to the purchaser, whereby the value of the Maintenance Service fees will be deducted from the new appliance. In this scenario, the offer of the trade-in exchange replaces the repair coverage obligation as set out in this Section 1.5.
6. Miele reserves the right at its absolute discretion to reject to cover Miele appliances under the Maintenance Service offering, including (without limitation) where proper functioning of the Miele appliance can no longer be guaranteed, or where relevant parts are no longer available.

2. Conditions
2.1    The Maintenance Service solely applies to Miele’s premium range of domestic appliances operating in a domestic environment irrespective of the date of purchase.

2.2    Availability of the Maintenance Service is dependent on the correct installation and operation of the appliance(s) in accordance with the installation and operating instructions that accompany each product.

2.3    The Maintenance Service is only rendered in Great Britain. 

3. Payment
3.1    Maintenance Service prices as specified in the price list at order placement apply.

3.2    Full payment of the price is due and payable at the time of booking via credit or debit card.

3.3    In the event that the consumer is not present or available on the agreed time and date of the maintenance visit, Miele Great Britain reserves the right to not refund any monies paid upfront.

4. Limitations
4.1    The Maintenance Service does not cover the following:
a)    Repair of Miele appliance(s) where a defect is evident at the time of execution of the maintenance visit,
b)    Additional services such as repairs (to be invoiced separately in accordance with applicable tariffs),
c)    Washing machine and dishwasher cleaner as well as Miele care products in addition to 1.2 for future use by the consumer,
d)    Coverage for damage through misuse (including failure to maintain, service or use with proper care), neglect, accident or ordinary wear and tear,
e)    Cleaning and care where the appliance(s) have been neglected and not cared for as specified in the operating instructions (including the cleaning of the interior of built-in combi steam ovens and built-in compact wall ovens with microwave),
f)    The range of Miele Professional appliances or Miele domestic appliances operated in a commercial environment.
g) Please note that this service applies to England, Scotland and Wales addresses only. For remote geographical locations such as Isle of Man, Isles of Scilly, Isle of Wight, Channel Islands, the Scottish islands, we may only offer Miele Remote Assist.  Please contact our customer service team on 0330 160 6600 for further information. For services in Northern Ireland please contact Miele Ireland at www.miele.ie.

5. Liability
The Maintenance Service does not cover any further claims for damage against Miele (sales subsidiary country), except in cases resulting from gross or wilful negligence on the part of the technical service agent commissioned by Miele Great Britain or liability resulting from fatal injury, physical injury or damage to health.

6. Data protection
Miele collects and processes personal data only in compliance with applicable laws. For more information about the processing of your personal data, please see our privacy notice at Privacy Notice (miele.co.uk)

4.1 Summary of your legal rights

4.1.1 Cancelling a product

You may cancel your order up to 30 days after delivery of the product, beginning on the day after you received the products. You will receive a full refund of the price paid for the product in accordance with our refunds policy (set out in paragraph 4.4 below).

4.1.2 Cancelling a service order (standard service or fixed price repair)

You may cancel a service order within 30 days of placing your order with us. Where you have requested us to supply services before the end of this cancellation period:

(a) If you cancel during the cancellation period but after we have started the services (but before they are completed), we will charge you (or, where you have made advance payment, deduct from any refund) an amount for the supply of services in proportion to the services provided before you communicated your cancellation of the contract. Paragraph 3.7.12 shall also apply in respect of any fixed price repair cancellation.

(b) You do not have the right to cancel in respect of services that have been completed, even if the cancellation period is still running.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4.2 How to cancel

4.2.1 To cancel a product or a service, please inform us of your decision to cancel by a clear statement (e.g. letter sent by post or email) by:

(a) Emailing us at salesorders@miele.co.uk, to cancel a delivery.  To cancel a service, please email us at info.miele.co.uk;

(b) Writing to us at: Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxfordshire OX14 1TW. You may use the model cancellation form (set out in paragraph 4.3, but it is not obligatory).

(c) Filling in and submitting the model cancellation form, or any other clear statement, on our website https://www.miele.co.uk/domestic/contact‐form‐2970.htm. If you use this option, we will communicate to you an acknowledgement of receipt of that cancellation e‐mail without delay.

(d) Contacting us by telephone on 0330 160 6600.

Please provide us with your name, postal address, and where available, your telephone number and email address.

4.2.2 Your obligations, when returning a product to us:

(a) You must also return the product(s) to us without undue delay (and in any event no later than 14 days after informing us of your decision to cancel, in the same condition in which you received them, and at your own cost and risk).

(b) You have a legal obligation to handle and take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. If the value of the products is diminished as a result of your unnecessary handling of them, we may recover such diminished value from you either directly or by reducing the value of any refund due to by that amount.

4.3 Model Cancellation Form

To Miele Company Limited, Fairacres, Marcham Road, Abingdon, Oxfordshire OX14 1TW (email: mielecare@miele.co.uk).

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate

4.4 Refund Policy

4.4.1 Refunds within 30 days

When you return a product to us (or cancel a service) within the 30 day cooling-off period, we will make the refund to you without delay, and not later than:

(a) 14 days after the day we receive back from you the product; or

(b) (If earlier) 14 days after the day you provide evidence that you have returned the product, or

(c) In relation to a service, 14 days after the day on which we are informed about your decision to cancel.

We will refund you the full price of the product (or service), including the cost of sending the product to you (unless you chose a non-standard delivery method other than the least expensive type of standard delivery offered by us, in which case we shall refund you an amount no less than the cost of the least expensive type offered). However you should return the product to us within 14 days of the date that you cancel. You will be responsible for the cost of returning the product.

4.4.2 Refunds after 30 days

(a) Refunds for products after 30 days

When you return a product to us after the 30 day cooling-off period for any reason (for example because you claim that the product is defective, faulty or misdescribed), we will examine the returned product and will advise you whether you are entitled to a refund by email within a reasonable period of time. We will process any refund due to you within 30 days of our confirmation of your entitlement to a refund. Where we confirm your entitlement to a refund, we will refund you in full for the product, including a refund of the delivery charges for sending the product to you and the cost incurred by you in returning the product.

(b) Refunds for services after 30 days

Your rights to cancel the contract during the 14 day cancellation period under the Consumer Contracts Regulations 2013 are described in this Section 4. We have extended your statutory right to a 14 day cancellation to a 30 day cancellation period, this does not adversely affect your statutory rights. Where you wish to end the contract in other circumstances or outside the 30 day cancellation period:

(i) If you wish to end the contract but we have not completed the services, you must pay us for services provided up until the point that you end the contract (and, if any advance payments exceed the amount due, we will refund the difference to you);

(ii) If you wish to end the contract because:

(A) We have told you about a change to the services, and error in the price or description of the services, or a change to these terms to which you do not agree, or because there is a risk that the services will be significantly delayed because of events outside our control; or

(B) Because you have a legal right to end the contract because our services were not in conformity with the contract or were defective, you will not be liable to pay for any services that have not been provided and if we are at fault you may also be entitled to compensation.

4.4.3 We may end the contract if:

(a) You do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;

(b) You do not, within a reasonable time, allow us access to your property to provide the visit as arranged (and you do not have good reason for this). In this situation we will deduct an 'out card fee' as a call out charge from the amount you have paid for this service and refund you the remaining balance.

If this contract is ended it will not affect our right to receive any money which you owe us under this contract.

4.4.4 Method of payment

We will make the refund using the same method used by you to make the payment to us, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.

5.1 If there is a problem with our services

5.1.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at paragraphs 2.1, 3.1and 4.1. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:

(a) Contact us using the contact details at Section 1; or

(b) Visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.

5.1.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

5.1.3 Please contact us using the contact details at Section 1, if there has been a problem with our services and you want us to repeat or remedy a service, or you wish to request a price reduction or to reject the services and get a refund.

5.2 Disputes

5.2.1 We aim to resolve any disputes with you quickly and efficiently. If for any reason you are unhappy with our products or services, please contact us as soon as possible using the contact details at Section 1 above.

5.2.2 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

(a) Let you know that we cannot settle the dispute with you; and

(b) If you purchased the product or service online, you may use the online dispute resolution platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN. If you are not satisfied with the outcome you can still bring legal proceedings.

5.3 Law and Jurisdiction

5.3.1 You can bring legal proceedings in relation to this contract in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts.

5.3.2 English law applies to this contract.

5.4 Our liability

5.4.1 We warrant to you that any product purchased from us is of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied. Please refer to your Miele Guarantee leaflet for details of our standard warranty, and for options to buy extended warranties.

5.4.2 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the product you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

5.4.3 This does not exclude or limit in any way our liability: 

(a) For death or personal injury caused by our negligence; 

(b) Under section 2(3) of the Consumer Protection Act 1987;

(c) For fraud or fraudulent misrepresentation; or

(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

5.4.4 We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to:

(a) Loss of income or revenue;

(b) Loss of business;

(c) Loss of profits or contracts;

(d) Loss of anticipated savings;

(e) Loss of data; or

(f) Waste of management or office time

However arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; provided that this paragraph 5.4.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of paragraph 5.4.1 or paragraph 5.4.2 or any other claims for direct financial loss that are not excluded by any of categories (a) to (f) inclusive of this paragraph 5.4.4.

5.5 Limit on our responsibility to you

5.5.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:

(a) Losses that:

(i) Were not foreseeable to you and us when the contract was formed; or

(ii) That were not caused by any breach on our part;

(b) Business losses; and

(c) Losses to non‐consumers.

5.6 Written Communications 

Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

5.7 Notices

All notices given by you to us must be given to Miele Company Limited at the postal or email address set out in Section 1. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in 5.6 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or 3 days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

5.8 Transfer of Rights and Obligations 

5.8.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

5.8.2 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

5.8.3 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations under it, without our prior written consent.

5.9 Events Outside our Control 

5.9.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

5.9.2 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

5.10 Waiver

5.10.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

5.10.2 A waiver by us of any default shall not constitute a waiver of any subsequent default

5.10.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with paragraph 5.7 above.

5.11 Severability 

If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

5.12 Entire Agreement 

We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.

5.13 Our Right to Vary These Terms and Conditions 

5.13.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

5.13.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within 7 working days of receipt by you of the products).

5.14 Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

8.1 The terms and conditions set out in the rest of this document apply to our outlet products purchased over the telephone, except for the following terms, which will apply when purchases of outlet products are made in person in an outlet centre:

8.1.1 Products are sold "as seen" if purchased in an outlet centre, if the purchase is made via the telephone the product is sold on the basis and terms discussed with the telephone operative. No returns or refunds will be accepted (unless the product is faulty or does not match the description). We will only accept returns of faulty or mis-described products and we reserve the right to reject returns for any other reason.

8.1.2 We cannot reserve stock under any circumstances.

8.1.3 The online stock list should be treated as a guide only. We cannot guarantee that the items will be available when you visit the outlet.

8.1.4 All outlet products must be collected from the outlet store or delivered within 10 working days.

8.1.5 All products purchased from our outlet store come with the standard 2 year guarantee. However some products are not eligible for promotions and warranties that we may offer on new products (for example B2 and B3 graded products (please see below for more details).

8.1.6 Appliances can be collected or delivered to addresses in England, Scotland and Wales. Delivery costs will be advised before the product is purchased.

8.1.7 Payment is by debit or credit card only.

8.2 Our outlet store is located at Fairacres, Marcham Road, Abingdon, OX14 1TW. Our outlet offers clearance and used products direct to you at greatly reduced prices. To give you the most accurate view, our stock list is updated as new products become available. With products on sale across all categories the outlet is extremely popular and products can sell very quickly. Therefore we cannot guarantee that the products listed will be available when you arrive. Products are sold on a 'first come, first served' basis.

8.3 If, following a service visit carried out in accordance with paragraph 3.4, we are required under the terms and conditions set out in this document to provide you with a replacement for an outlet product then you agree that we shall be obliged to provide you with another "as seen" outlet product that complies with the requirements of paragraph 8.1 and we shall not be obliged to provide you with a new product from our latest range of products.

8.4 Product Grading:

8.4.1 A Grade Appliances

These products are brand new A Grade stock, sold at a clearance price. These products come with the standard 2 year guarantee plus any current promotions and warranties that are on offer on new products at the time of sale.

8.4.2 B1 Grade Appliances

These are products that are unused but are unboxed and may or may not have their original internal packaging. All B1 Grade items have been inspected and tested by us, are in fully working order.

8.4.3 B2 Grade Appliances

These are products that may have been used for display and demonstration or returned to us with less than 50 hours of use. These items may be unboxed and can have signs of use. All B2 Grade items have been inspected and tested by us, are in fully working order and come with our standard 2 year guarantee.

8.4.4 B3 Grade Appliances

These are products that have been returned to us and may have more than 50 hours of use. Appliances may have some damage such as scratches or dents but have been refurbished by us, are in full working order and come with our standard 2 year guarantee.

8.5 Outlet Guidelines

A member of the outlet team will be very pleased to assist you during your visit, however we ask that you observe the following guidelines as the outlet is in a warehouse environment:

8.5.1 No animals are permitted on the premises, except assistance dogs.

8.5.2 Please ensure that children are closely supervised at all times for their own safety.

8.5.3 Please ask for assistance if you wish to examine or move an appliance as some products are heavy and/or may have sharp edges.

8.5.4 Please stay within the designated areas with the outlet.

Voucher codes offered by us may only be redeemed against orders placed direct at our website for the products listed for sale. Voucher codes have no cash value and cannot be refunded or credited against. Voucher codes created and issued by Miele Marketing UK can only be redeemed on miele.co.uk or offline for delivery to England, Scotland and Wales. Vouchers may only be used once and no credit will be given against part used vouchers. All vouchers have an expiry date normally indicated at the point of issue. The expiry date is set to allow a reasonable period of validity and expired vouchers will not be re issued or refunded. We reserve the right to cancel or change, at any time, vouchers which have not been redeemed, even if this is within the valid period. 

10.1 We stand by making high quality products which typically last longer thereby minimising the contribution to waste of end of life appliances.

10.2 In accordance with the 2013 WEEE Regulations when you buy a new domestic appliance direct from us we can arrange removal of your old appliance, like for like*, and ensure that it is disposed of in an environmentally friendly way. This includes refurbishing and reusing old appliances wherever possible, recovering materials which can be recycled and minimising what is finally consigned to landfill as waste.

When purchasing instore or online:

• For our kitchen and laundry appliances this can be arranged on order by selecting the “Disconnect and Recycle old Appliance” option. Please avoid bringing these back to us yourselves, we can arrange this.
• For smaller domestic appliances e.g. vacuums, you can bring your old vacuum to a Miele Experience Centre within 28 days of purchase of your new Miele machine
  • A list of our Miele Locations can be found here
  • If you have trouble getting to one of our experience centres, please contact us on: 0330 160 6600, Monday to Friday 8:00am – 6:00pm and Saturdays 8:00am to 4:00pm, or go to the contact us page here
• You can also recycle your old machine by dropping it at your nearest recycling point, which can be found 

10.3 We are part of the national scheme to promote recycling and more information can be found at www.recycle-more.co.uk.

11.1 Like most websites, we use cookies to make our website run more smoothly and to personalise your experience.

11.2 Cookies are harmless text files designed to make your online life easier, usually by remembering details such as whether you've visited a website before, what content you may have viewed and what you've placed in your online shopping basket. This data is completely anonymous, containing simply a website name and unique user ID.

11.3 Cookies are also used to collect anonymous data about how visitors use a website, such as how long is spent on each page. This allows companies to work out which parts of their websites are most popular, and which sections might need improving to give visitors a better experience of using the website.

11.4 None of the cookies we use collect personal information about you; they are simply used to give us anonymous data that allows our website to work properly and help us see where we can improve.

11.5 Our website uses anonymised cookies to serve the following functions:

11.6 Adding products to your shopping basket – this allows you to move from one page to another without losing anything that you've put in your online shopping basket.

11.7 Count visitor numbers – several 1st party cookies are used to count visitor numbers, pages viewed and other anonymous data on website usage.

11.8 Tailoring adverts and content – this allows us to see anonymous data about what information you've seen before and how you've interacted with our website – for instance, what products you've bought from us – so that we can show you content such as related products that you're more likely to be interested in.

11.9 Google Analytics tracking – this gives us aggregated data on how visitors use our website, allowing us to see information such as which are our most popular pages, and how long visitors spend on different parts of our website. We use this anonymous data (which is linked only to your IP address, not to any personally identifying information) to identify parts of the website that may need redesigning or rewriting to make them easier to use.

11.10 Other third party analytics tracking – from time to time, we may also make use of other third party analytics tracking, which again is linked only to your IP address and not to any personal information.

11.11 If you'd rather not have cookies on your computer, you can disable them quickly and easily in your browser settings. Instructions for doing this will vary from browser to browser, but will usually be in the ‘privacy' section of your browser settings or preferences. You'll also be able to delete any cookies already on your computer, as well as blocking cookies from other websites.

11.12 Disabling cookies in your browser may result in some aspects of our website not functioning correctly. For example, the products you put in your shopping basket may disappear if you move to another page. We therefore recommend keeping cookies enabled to ensure you get the most from our website.

11.13 For further information about cookies and how to disable them in different browsers, the Information Commissioner's Office offers this comprehensive guide to cookies.

12.1 We will only collect and use personally identifiable information, such as your name, address, email address and telephone number, for the purpose for which you provided the data or to give you news of our promotions and new products. Your personally identifiable data will only be used within the Miele group and by business partners who are commissioned by us to fulfil your request.

12.2 We adopt best practices and technologies to safeguard your personally identifiable information against loss, damage, corruption, manipulation, unauthorised access and unauthorised disclosure. If you have any questions regarding our Data Security please do not hesitate to contact our webmaster at webmaster@miele.co.uk.

12.3 Cross-references or Hyperlinks on our websites may connect to Internet websites run by other companies. We cannot accept any responsibility whatsoever for the content of such websites or their data security policies.

12.4 Every effort is made to ensure that all information, content and data shown on our website in relation to our products, services, news and promotions is accurate, up to date and complete. However due to continuous product improvement and other changing conditions, we reserve the right to make changes to products and technical data, and other website content without prior notice. We will treat all complaints relating to website information in a fair and reasonable way but ultimately will not be held responsible for any loss, inconvenience or action taken based on the information provided in good faith on our website.

12.5 The copyright in all text and images on our website belong to Miele Company Limited or its licensors. You may view, download and print for your own reference only and for circulation strictly within your own organisation, but may not modify or make any further use of or copy to any other person, or make any commercial use of whatsoever, without our specific written permission.

12.6 The Product Security and Telecommunications Infrastructure (PSTI) Regulations 2023 – Miele Appliances

As premium brand manufacturers of domestic and professional appliances Miele has always taken cybersecurity of its Wi-Fi enabled products and the protection of its consumers very seriously. 

The defined support period at the time of first supply depending on the product is 10 years. 

The individual Statement of Compliance can be found on the product information page in downloads > operating and installation instructions > technical data.

TESTED TO BE EQUIVALENT OF 20 YEARS´ USE

During the development phase of the product series listed hereafter Miele has conducted tough durability tests simulating a 20 years average use of an average household. The extent of testing for each tested series is described below. This does not represent any assurance or guarantee of a durability of our marketed product series for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require repair or replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

WASHING MACHINES

MIELE has tested development models and core components during the development phase of the washing machine series W 1 (front loader models) in tough endurance tests. The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 5,000 wash cycles with different programs as a basis. This corresponds to 5 wash cycles per week with use in 50 weeks per year over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The washing machine series is not released until the test results meet the specified criteria for the reliability of the washing machine series.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test washing machines for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise LBF- No. 307049 -ExW).
This does not represent any assurance or guarantee of a durability of our marketed washing machines for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require repair or replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

TUMBLE DRYERS

MIELE has tested development models and core components during the development phase of the dryer series T1 (heat pump models) in tough endurance tests. The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 5,000 drying cycles with different programs as a basis. This corresponds to 5 drying cycles per week with use in 50 weeks per year over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The dryer series is not released until the test results meet the specified criteria for the reliability of the dryer series.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test dryers for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise LBF- No. 308005).
This does not represent any assurance or guarantee of a durability of our marketed dryers for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require repair or replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

WASHER DRYERS

MIELE has tested development models and core components during the development phase of the washer-dryer series WT1 (heat pump models) in tough endurance tests. The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 5,000 washing and 4000 drying cycles with different programs as a basis. This corresponds to 5 washing and 4 drying cycles per week with use in 50 weeks per year over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The washer-dryer series is not released until the test results meet the specified criteria for the reliability of the washer-dryer series.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test washer-dryers for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise LBF- No. 308005).
This does not represent any assurance or guarantee of a durability of our marketed washer-dryers for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require repair or replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

DISHWASHERS

MIELE has tested development models and core components during the development phase of the G 5000 and G 7000 dish washer series in tough endurance tests. The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
MIELE has tested development models and core components during the development phase of the dish washer series G 7000 in tough endurance tests. The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 5,600 dishwashing cycles with different programs as a basis. This corresponds to 5.6 dishwashing cycles per week with use in 50 weeks per year (280 cycles) over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The dishwasher series is not released until the test results meet the specified criteria for the reliability of the dishwasher series.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test dishwasher for a service life of 20 years based on the average use by an average household (Fraunhofer Institut Expertise LBF-Bericht Nr. 308595 – ExG).
This does not represent any assurance or guarantee of a durability of our marketed dishwashers for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require repair or replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product

OVENS

MIELE has tested core components of H 7000 oven series in tough endurance tests during its development phase. The aim of these tests conducted by MIELE is to simulate average usage of main functionalities of the ovens and ovens with microwave over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 2160 hours of use regarding ovens and a total of 3160 hours of use regarding ovens with microwave function in various operating modes. This corresponds to 108 hours of oven use per year and 158 hours use of the ovens with microwave function per year (108h use of the oven and 50h use of the microwave function). Furthermore, 3 pyrolytic cleaning cycles were considered. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The oven series is not released until the test results meet the specified criteria for the reliability of the core components of the series. The core components are all main components required for proper use of respective main functions of the product.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test main functions  of the product for a service life of 20 years based on the average use by an average household.  
This does not represent any assurance or guarantee of a durability of our ovens and ovens with microwave for 20 years. Notwithstanding testing core components during development phase individual machines may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product

STEAM OVENS

MIELE has tested core components of DG 7000 steam oven series, including combi products DGC (steam oven with baking function) and DGM (steam oven with microwave) in tough endurance tests during its development phase. The aim of these tests conducted by MIELE is to simulate average usage of main functionalities of the steam ovens over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 2500 hours of use regarding steam ovens (DG), a total of 4700 hours of use regarding steam ovens with baking function (DGC) and a use of  3500 hours regarding steam ovens with microwave function (DGM), each of them tested in various operating modes. This corresponds to 125 hours of steam oven use per year (DG), 235 hours of steam oven or baking use (DGC), and 175 hours use of steam oven or microwave function (DGM) per year. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The steam oven series is not released until the test results meet the specified criteria for the reliability of the core components of the series. The core components are all main components required for proper use of respective main functions of the product.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test main functions of the product for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise, LBF-Nr. 308234).  
This does not represent any assurance or guarantee of a durability of our steam ovens for 20 years. Notwithstanding testing core components during development phase individual machines may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product

MICROWAVES

MIELE has tested core components of M 7000 microwave series in tough endurance tests during its development phase. The aim of these tests conducted by MIELE is to simulate average usage of main functionalities of the microwaves over a period of 20 years.  
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 1000 hours of use in various operating modes. This corresponds to 50 hours of microwave use per year. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The microwave series is not released until the test results meet the specified criteria for the reliability of the core components of the series. The core components are all main components required for proper use of respective main functions of the product.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test main functions of the product for a service life of 20 years based on the average use by an average household. (Fraunhofer Institut, Expertise, LBF-Nr. 308005).   
This does not represent any assurance or guarantee of a durability of our microwaves for 20 years. Notwithstanding testing core components during development phase individual machines may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

BUILT-IN VACUUM SEALING DRAWERS

MIELE has tested core components of EVS 7000 vacuum drawer series in tough endurance tests during its development phase. The aim of these tests conducted by MIELE is to simulate average usage of main functionalities of the vacuum drawers over a period of 20 years.  
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 120 hours of use (representing 7.000 vacuum cycles including welding) regarding vacuum drawers EVS 7000 each of them tested in various operating modes. This corresponds to 350 vacuum drawer uses for one minute per year. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The vacuum drawer series is not released until the test results meet the specified criteria for the reliability of the core components of the series. The core components are all main components required for proper use of respective main functions of the product.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test main functions of the product for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise, LBF-Nr. 308234).
This does not represent any assurance or guarantee of a durability of our vacuum drawers for 20 years. Notwithstanding testing core components during development phase individual machines may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product

GOURMET WARMING DRAWERS

MIELE has tested core components of warming drawer series ESW7000 in tough endurance tests during the development phase of the series. The aim of these tests conducted by MIELE is to simulate average usage of main functionalities of the warming drawers over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 7,500 hours of use with different speed settings as a basis. This corresponds to 450 minutes of use per week in 50 weeks, resulting in 375 h per year over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.

These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The warming drawer series is not released until the test results meet the specified criteria for the reliability of the warming drawer series.

The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test main functionalities of warming drawers for a service life of 20 years based on the average use by an average household (Fraunhofer Institut, Expertise, LBF-Nr. 308234).

This does not represent any assurance or guarantee of a durability of our warming drawers for 20 years. Notwithstanding testing during development phase individual products may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product

VACUUM CLEANERS
Classic C 1, Compact C 1, Compact C 2, Complete C 2, Complete C 3, Blizzard CX 1, Swing H 1, Dynamic U 1, Guard S1, Guard M1, Guard L1

MIELE has tested models and core components in tough endurance tests during the development phase of the residential mains-operated vacuum cleaner series with bag ,lassic C 1, Compact C 1, Compact C 2, Complete C 2, Complete C 3, Guard S1, Guard M1, Guard L1 and Blizzard CX 1). The aim of these tests conducted by MIELE is to simulate average usage over a period of 20 years.
The basis for determining the test conditions for the endurance test is the average consumer habits known from studies and surveys. MIELE uses a total of 750 h of appliance running as a basis. This corresponds to 45 minutes of use per week with use in 50 weeks per year over a period of 20 years. The requirements derived from this were translated into test conditions. In addition to the exact test conditions, these also specify the number of test items to be tested in order to obtain statistically reliable test results.
These tests carried out by MIELE during development phase are monitored by our employees. The corresponding results are recorded and evaluated by us. The above mentioned vacuum cleaner series is not released until the test results meet the specified criteria for the reliability of the above mentioned vacuum cleaner series.
The tests carried out by MIELE "To the equivalent of 20 years use" are based on a comprehensive concept, which has been implemented by operating instructions, laboratory test instructions and supplementary factory standards. This concept has been reviewed as part of an operational stability study with the result that this concept is complete, it corresponds to the state of the art and with this approach it is possible to test residential mains-operated vacuum cleaner for a service life of 20 years based on the average use by an average household (Fraunhofer-Institut , LBF-Bericht Nr. 307530 – Expertise Bodenpflege).
This does not represent any assurance or guarantee of a durability of the mentioned vacuum cleaners for 20 years. Notwithstanding testing during development phase individual machines may require occasional servicing or may require replacement of core components. In this respect, the statutory warranty provisions apply and – where applicable – additional provisions on product warranty within the general sales terms for the Miele product.

10,000 hour testing

During development phase of washing machines series W 1 Miele and dryer series T1 has tested models & core components for 10,000 hours; 

Save up to 3300 bathtubs of water

Over the expected lifespan, our machines save 596,484* liters of fresh water, or 3977 bathtubs.  In comparison with hand wash, 5 rinsing cycles per week with 14 standard places setting over 20 years (one bathtub with an average of 150l); 

Our washing machines engines are tested up to 3 times longer than some car engines

During development phase of washing machines series W 1 Miele and dryer series T1 has tested models & core components for 10,000 hours; 

Miele are committed to promoting and providing a safe working environment for all staff, so that we can deliver the highest standards of service available to our customers.

We expect our staff to treat all customers with respect and dignity and expect the same standards from our customers to our staff: aggressive or abusive behaviour towards our staff is not tolerated during any interaction, whether this be face to face, over the phone, or as part of any other form of communication.

In the event of unacceptable behaviour towards staff, Miele reserves the right to issue a warning or otherwise refuse future service entirely. If a warning has already been issued to an individual and another incident of unacceptable behaviour occurs, a further warning may be issued or future service may be refused entirely. A refusal of future service may also result in any current services being suspended.

Unacceptable behaviour which may result in a warning includes, but is not limited to:

• -Offensive language   
  -Raised voices or shouting

Unacceptable behaviour which will result in a refusal for future service include, but is not limited to:

• -Offensive language, or derogatory comments relating to age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, or sexual orientation.
  -Behaviour which is intended to intimidate, or has the effect of intimidating, staff.
  -Any attempted physical assault of a member of staff.
  -Any actual physical assault of a member of staff.
  -Brandishing weapons or objects which could be used as weapons.
  -Any action which, either implicitly or explicitly, seriously challenges the safety or well-being of any member of staff.
   

The refusal of future service will result in any individual being banned from purchasing or ordering Miele products, whether in person, by telephone or online, and a ban from entering any Miele premises. 

Any instance of threat of or actual physical abuse will be reported to the police.

"Fixed Price Repair" is covering all repair costs against a one-off payment. The following terms and conditions shall amend the Miele General Terms & Conditions and shall additionally apply for “Fixed Price Repair”:

1. Conditions

1.1 Fixed Price Repair” cannot be ordered during the Remote Assist service or on an appliance that has been diagnosed within the past three months during a Remote Assist call.

1.2 "Fixed Price Repair" must be ordered at least 24 hours prior to the service visit. If not, the service rates as stated on miele.co.uk will apply. Once the technician is in the home, the “Fixed Price Repair” will not be available as an option.Once the technician is in the home, the “Fixed Price Repair” will not be available as an option.

1.3 The option of “Fixed Price Repair” requires paying in full at time of booking or at the latest 24 hours prior to the technician's visit. Payments are via our Customer Contact Centre agents and all credit cards are accepted.

1.4 If multiple appliances require a repair the “Fixed Price Repair” option can either be chosen for all of them or only on selected appliances. For both cases no costs for call out apply for additional appliances. If the “Fixed Price Repair” is chosen on one appliance only, the repair costs for any additional appliance are to be charged according to the current standard labour and spare parts prices.

1.5 Should lifting assistance be required due to installation restrictions during a “Fixed Price Repair”, an additional charge of £40.00 will be applied.

1.6 The “Fixed Price Repair” option is not available on MasterCool appliances, Dialog Ovens and Range Cookers.

1.7 The Fixed Price Repair shall be governed by this Fixed Price Repair Terms and Conditions and by the . In the event of[SP1]     

2. Cover and range

“Fixed Price Repair” covers the following:

2.1 All travel costs and call out charges.

2.2 All labour costs and spare parts to fix the appliance for the reported fault at time of booking, including subsequent visits if spare parts are not available on the technician’s van and need to be ordered.

2.3 Only the reported fault at the time of booking will be covered by the “Fixed Price Repair”. Any additional work by the technician and any additional spare parts required not related to the reported fault or requested to be fitted may be charged separately.  

2.4 In addition to customer’s statutory warranty rights (warranty claims), Miele grants the customer for the “Fixed Price Repair” a guarantee for 12 months, starting from the repair date, as follows: If the exact same fault occurs within this period - even though the original reported fault has been entirely fixed in the context of the Fixed Price Repair - the fault will be fixed free of charge as long as the machine has been correctly installed and maintained according to manufacturer’s instructions and has not been misused.

2.5 If the appliance has further faults within 12 months, starting from the repair, which might be the same or linked to the first repair, a technician will need to visit to diagnose the fault. If the diagnosis indicates that the fault is not related to the original repair, the customer will be asked to pay the technician to complete any work required. The technician will offer the choice of either:

a. paying another “Fixed Price Repair”; or

b. paying the service rates as stated on miele.co.uk

whichever is the cheapest option to repair the machine as advised by the technician. Should the customer choose not to proceed, the inspection fee for the technician’s visit will be invoiced as per rates at miele.co.uk.

2.6 If the appliance cannot be repaired or is beyond economic repair, Miele will not conduct the “Fixed Price Repair” service. The customer may decide on a repair according to the standard labour and spare parts. If the customer purchases a replacement appliance through Miele Company Limited (Miele) directly, the cost of the Fixed Price Repair fee will be deducted from the appliance price. If the customer chooses not to replace the appliance directly with Miele, Miele Company Limited will refund an amount equal to the difference between the “Fixed Price Repair” charge and the inspection fee. To request such a refund, email to contact@miele-support.co.uk by providing the service order number and a brief description. This offer will remain available up to 90 days after the technician's visit.

3. Limitations

“Fixed Price Repair” does not cover the following faults:

3.1 Washing machines – suds container (drum, bearings and weights) and cabinet repairs/replacements.

3.2 Tumble dryer – drum and base module.

3.3 Refrigeration – replacement of any refrigerant gases or compressors.

3.4 Hobs – glass tops.

3.5 Any glass breakage, cosmetic damages, wear and tear, interior fittings, cavity repairs/replacements and accessories are not covered.

3.6 Any appliance previously visited by Miele or a Miele authorised service partner where a diagnosis / estimate for repair has been made for the reported fault.

3.7 Any Miele Professional appliance or a Domestic appliance being used in a commercial environment.

3.8 Any faults due to external factors such as damage caused through inclement environmental conditions or natural phenomena.

4. Cancellation

In addition to the right of withdrawal as set out in section 6. the following rights to cancel the contract apply:

4.1 The “Fixed Price Repair” can be cancelled with full refund up to 24 hours before the scheduled time and date of the repair visit. If cancelled on the scheduled day, Miele Company Limited has the right to invoice the current standard call out fee and deduct it from the “Fixed Price Repair” payment.

4.2 The “Fixed Price Repair” can be cancelled if Miele (sales subsidiary country) informs the customer about a change to the services, an error in the price or description of the services, or a change to terms to which the customer does not agree, or because there is a risk that the services will be significantly delayed because of events outside of Miele’s control.  

4.3 All refunds are processed within 14 days from the customer’s notification to cancel the “Fixed Price Repair”.