A washer that fits its recess may still fail to pass a staircase corner. Included installation may exclude pipe relocation or lifting. Before payment, check the unit, access route and site conditions together and establish cancellation or model-change costs if a survey finds the installation unsuitable. This makes the decision clearer before a delivery crew reaches the door.
What to have ready
Measure the installation space and access route
Record the body dimensions and manufacturer's clearance for ventilation, doors and servicing. Measure the entrance, lift, staircase, corridor turns and final space. Provide photographs of water, drainage and socket locations and explain stairs or parking restrictions. Your measurements prepare the enquiry; where professional installation needs a site survey, an appropriately qualified installer must confirm suitability.
Ask what basic installation includes and which extras are charged, such as longer hoses, brackets, door removal, stairs or a return visit. Establish who stops unsafe work, how the unit will be handled and which costs are refundable if the site is unsuitable. Do not accept an improvised connection or alter wiring yourself merely to avoid a wasted delivery fee.
Identify the responsible parties and delivery promise
The retailer, distributor, delivery firm and installation contractor may be separate entities. Record who takes payment and undertakes delivery, installation and arrival-fault handling, with usable contacts. Consumer Council's 2026 appliance cases show how responsibility disputes can obstruct solutions. A contact map helps you approach the correct party without repeatedly retelling the whole transaction.
For preorders, record the estimated or confirmed arrival date and options for delay, including cancellation, substitution and deposits. Save same-day promises in writing; stock availability and a booked vehicle are separate matters. Check old-unit removal separately and coordinate the sequence so that a failed new installation does not leave you without the only usable appliance.
Record identity, condition and operation on arrival
- Compare model, serial, accessories and energy label with the order and photograph carton and unit. Note dents or missing parts on the handover record and contact the seller immediately.
- Observe manufacturer waiting or startup instructions and avoid operating an incomplete installation. Save the installation report and abnormal-operation video and clarify collection, diagnosis and replacement responsibility.
Example: the washer fits but the staircase does not
Ying's walk-up flat has room for the washer, but the staircase turn is tight. Before paying, she photographs the route and requests a survey and separate stair-carry and installation charges. If unsuitable, the documented cancellation arrangement applies. On arrival she records serial and exterior condition and the drainage test, creating a useful comparison if a leak later appears.
Present unresolved delivery or installation issues to the retailer with a specific requested remedy, then consider Consumer Council. Electrical safety questions go separately to EMSD. Warranty registration, payment or receipt of a carton does not establish proper operation, and any agreed refund still needs its actual payment confirmed.
Check access and total costs before payment, then verify identity and test according to instructions.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.