Appliances Direct ordered to refund around £432,000

Appliances Direct has been ordered to refund around £432,000 to customers automatically charged for optional extras, following a consumer-law settlement announced on 14 October. The Competition and Markets Authority says affected customers do not need to apply. The retailer will contact them, and refunds should be processed by 11 March 2027. The average repayment is around £25, rather than a fixed payment for every buyer.

Which purchases are covered?

The refund order covers customers automatically opted into extra services on the Appliances Direct website between 6 April and 17 November 2025. The services were removal and recycling of an old appliance, installation on delivery, or both. It concerns paid extras added without express agreement. Buying an appliance during that period alone does not establish eligibility. The CMA says the business, rather than the regulator, manages and pays the refunds. Questions about an individual repayment should go to Appliances Direct. Affected consumers will receive a letter or email. The CMA says repayment will use the original payment method where possible, with an appropriate alternative if necessary.

Refunds and fines are separate

Buy It Direct Ltd, which trades as Appliances Direct, admitted consumer-law breaches and agreed to settle. It was also fined £1.2 million. The CMA found both automatic opt-ins and countdown offers that kept appearing over several days. The same announcement included a £4.8 million fine for Wayfair over false time-limited offers. Its settlement does not establish a Wayfair customer refund scheme. The fines are separate from the money ordered back to customers. The companies’ penalties included a 40% reduction for early settlement, admissions and agreement not to appeal. The CMA’s case pages record final infringement notices dated 12 October; the public settlement announcement followed on 14 October.