Tel: +44 (0)28 8676 3771
Broadband

FAQs

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us [Conway TV, 2c Park AvenueCookstown, Co Tyrone, BT80 8AH, 028 8676 3771, sales@conway.tv] of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail).
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.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least ex-pensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.  We will make the reimbursement without undue delay, and not later than –

(a) 14 days after the day we receive back from you any goods supplied, or

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

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you
communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Placing your order

How can I order?

You can order your item through this website or from one of our friendly customer advisor's. You can contact our Northern Ireland based call centre on 02886763771

When can I order?

You can order through the website at any time, or phone one of our friendly Northern Ireland based customer advisors. We're available Monday-Friday, 9am-6pm Saturday 10am-2pm and you can contact us on 02886763771

Which payment methods can I use to place my order?

Secure payments can be made in the following ways: Visa, Visa Debit, Visa Electron, MasterCard, Diners Club or JCB through the SagePay gateway. Orders of £249 or more are also eligible for our Pay on Finance option.  All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we have the right to cancel the order.

How will my items be delivered?

Your items will be delivered by our dedicated carrier service at a pre-booked time.

What time will my order be delivered?

One of our friendly staff will ring you in the morning of your delivery to give a time slot.

Can I delay my delivery?

Yes you can. Placing the order secures the price for you. We can then organise your delivery on a date that suits you.

How much does delivery cost?

We offer FREE Delivery regardless of how many items you have in an order

Pay on Finance

Will you still price match my order?

As Pay on Finance is a web only payment option, we’re unable to offer price matching. However, you can rest assured we check our prices three times a day to make sure we always offer the best value to our customers.

What's the minimum/maximum spend?

Finance is available on orders of £249 or over. This is based on the total value of your basket, including any delivery or other services you’ve added. The maximum amount of finance offered by our provider is £15,000.

Will I still get promotions on my order?

Yes, you can still claim a promotion when applying for finance. If you trade in an old product, the money will be taken off the amount you owe on the finance agreement, not credited to your account.

What do I pay when I order? Is there any deposit?

There's no deposit required. Your first payment will be made to our third party finance provider, V12, 30 days after delivery.

Are timeslots/services included in the £249 minimum spend?

Yes, the minimum spend of £249 is applied to the overall value of your basket. This can include delivery and installation services.

Will the price be the same if I pay on finance?

Paying on finance won’t change the price of your item, or the overall value of your basket.

Can I still get next day delivery?

Yes, subject to your application being approved within the necessary timeline. If your application needs to be looked at in more detail (is referred) outside of normal working hours, you’ll hear back the following day. In this case, we’ll contact you to arrange a new delivery slot.

Charges and postcode restrictions may apply. You can view more information on our delivery services here

Can I still trade-in my old appliance?

If you purchase new products on finance, you’re still able to trade-in old appliances. The money you get back will be taken off the amount you owe in the finance agreement. This will be taken off your credit agreement balance within 28 days of collection. From time to time we'll include the trade-in amount in the price you pay upfront. We'll make this clear at the point of purchase. You can view more information about trade-in here

Application questions

Can I place an order on the phone?

No, unfortunately not. Finance is a web only payment option, which you can select when you check out.

I've got a question about finance, who can help?

We're more than happy to help with any questions you might have about any of our products and services. If your question relates specifically to your payment plan or the application process, our third party provider, V12, will be happy to help. You can contact them directly on 02920 468900, or e-mail customerservices@v12finance.com.

V12 is closed, can you help?

We're always happy to try to help with any questions you have. If your questions relates to your payment plan then we won’t be able to provide any specific information, so you will need to contact V12 directly to discuss this.

Who is eligible for finance?

To apply for Finance, you need to be:

  • 18 years or older
  • A UK resident for 3 years or more/Permanent UK resident
  • Able to make regular repayments by Direct Debit
  • In regular employment (minimum of 16 hours per week) including self-employment, or in a permanent residence with your spouse/partner who’s in regular employment.*
  • Have a debit card or credit card in your name and registered to their address and have a bank or building society current account.

Please note that other conditions may apply and we cannot guarantee that your application will be accepted.

* If you are retired and receive a pension, or registered disabled and unable to work, V12 Retail Finance may ask for proof of sufficient income. How long will the application take?

You should get an instant answer on whether your application has been successful. In some cases, V12 may need to look at an application in more detail before a decision is made. The items will be saved in your basket during this process. If your application needs to be looked at in more detail (is referred) outside of normal working hours, it’ll take a little longer. Where relevant we’ll contact you to arrange a new delivery slot.

What happens when I apply?

At the payment stage, you need to select the finance option you want. You will then be taken to our third party finance partner, V12, to complete your details. If your application is approved, you’ll be returned to AO for your order confirmation. Your items will be despatched once your application has been approved and will be delivered in accordance with the delivery option you’ve selected.

My order is 'referred'. What does it mean and what happens next?

This means V12 will need to look into your application in more detail before they make their decision. You’ll be advised by email whether it’s been successful or not. If your application is referred outside of normal working hours, you’ll hear back within one working day.

My application was unsuccessful. Can I still buy from Conway.tv?

If you don’t meet the specified requirements from V12, your application may not be successful. The items will remain in your basket so you will still have the option to purchase them with an alternative payment method.

When will I get my paperwork?

The finance application process is carried out online so all relevant information and confirmation will be sent to you as a PDF via email from V12.

When's my first payment?

You'll make the first payment 30 days after yoru have been delivery .

Can I change my payment date?

You'll need to contact V12 directly to discuss any changes you want to make to your payments. You can contact them on 02920 468900, or e-mail customerservices@v12finance.com.

Once your application has been sent to V12, you’re unable to change, add or take away products from your order, but you can cancel it by giving us a call. If you’ve ordered multiple products and want to cancel part of the order, you can do so by calling us.

Can I cancel my credit agreement?

In accordance with your statutory rights you many cancel a Credit Agreement within 14 days of signing it. If you want to do this, we ask you to advise us as soon as possible. Should you cancel your credit agreement and have already received products from us, then you will be liable to pay us in full for the product (unless your cancellation rights apply).

Can I return my product?

If you're not 100% happy with your order, you can return it within 14 days.

How do I find out my balance or view a statement?

If you require any information about your payment plan, V12 will be happy to help. You can contact them on 02920 468900, or e-mail customerservices@v12finance.com.