What the service call covers is set out in clause 4.8 of our Terms and Conditions. A part has been named as the likely solution to your fault.
Our fixed-price model means the repair is completed from parts carried in the van — no hidden labour charges, no variable billing. Over 95% of jobs are resolved on the first visit exactly this way. The fixed price covers the fault found and repaired from van stock on the day.
What the fixed price does not mean: that a specific part will be pre-loaded onto the van based on a customer's description of the fault. The van carries high-turnover stock based on field experience across hundreds of appliances — not parts selected on the basis of a customer's self-diagnosis before we've seen the oven.
When a customer books and describes a fault — "the bottom element isn't working," "the fan has stopped," "it's not heating up" — that description is used for scheduling purposes only. It does not constitute a confirmed diagnosis, and it does not obligate us to arrive with a specific part pre-loaded.
In practice, customers are more often wrong about the specific fault than right. A symptom like "bottom element not working" can be caused by the element itself, a selector switch, a thermal cutout, a PCB relay, or a wiring fault. Determining which one requires being there — not taking the customer's word for it.
If you want a specific part brought to site based on your own assessment of the fault, that part must be pre-ordered and pre-paid via the parts form below. Standard parts order terms apply — including full prepayment, procurement timelines, and the understanding that if the part turns out not to be the cause, the service call fee still applies and the part remains yours.
The assessment on the day is what determines the fault. That's the professional service the call covers.
Most faults don't require formal diagnosis — they require experience. After years in the field, the fault pattern, the symptoms, and the economics of the repair point clearly enough to a solution that strip-down workshop diagnostics aren't warranted. For the 5% of jobs that can't be resolved on the day, an electronic component is most commonly the probable cause — and ordering it is the most practical next step.
True fault diagnosis — the kind that uses specialised instruments to prove which component has failed at a component level — is a separate, significant undertaking. The equipment hire alone often costs more than the repair itself. For most household oven faults, it isn't the right tool for the job.
Want to understand what full diagnostics actually involves?
The cost, the equipment, and the process are covered in detail on the Diagnostics Explained page →
If you're here, the assessment has concluded that ordering a part is the right call — not because the fault is confirmed at component level, but because it's the logical, economical conclusion based on the evidence at hand. That's how the 5% works.
Every repair involving parts follows one of three paths. Which one applies depends on what's needed and whether it's in stock.
Common parts — elements, fan motors, thermostats, door seals, switches — are carried in the van. If the fault matches van stock, the repair is completed on the day at the fixed price. You wouldn't be reading this page.
Same Visit — Fixed Price
Less common parts — PCBs, timers, user interface boards — are ordered in bulk from European suppliers and consolidated into shipments. Parts are not air-freighted individually. The order goes on an open docket; when that docket reaches sufficient size and value, it's forwarded as a purchase order. Warehouse pick, OEM supply if not in stock, packing, Euro payment clearance, freight loading, and customs all add time before the part reaches our store.
The realistic wait is 6–8 weeks, sometimes longer. If that timeframe passes without contact from us, that is normal — not a cause for concern. Suppliers do not provide ETAs and neither can we.
Pre-payment Required
Local sourcing is possible but the supply chain has thinned considerably post-COVID — reduced staff, limited personal contact, online-only ordering. The process is time-consuming and the cost is higher. If local sourcing is the better option it will be quoted separately before proceeding.
Higher Cost
A growing number of major brands — Samsung, Fisher & Paykel, Bosch, Smeg and others — are actively restricting independent access to parts and service data. Some have moved to a warranty-only parts model, meaning the part simply cannot be obtained through any independent channel regardless of effort or price.
If this applies to your appliance it will be identified during the sourcing process — it cannot be determined in advance. If a part cannot be secured, the refund terms below apply.
Parts are sourced, supplied, and fitted by us. Our fixed-price model is built on purchasing in bulk, holding van stock, and controlling the supply chain end to end. We do not fit customer-supplied parts.
If you're considering sourcing the part yourself, here's what that involves in practice:
Every order placed through the form below is one of two kinds. The kind decides who chose the part — and therefore who carries the risk if it turns out not to be the cause.
Not sure which part? A Fixed-Price Repair Visit resolves over 95% of faults on the day, from van stock. Book a repair visit →
These terms reflect the realities of international parts procurement. They apply from the point the order form is submitted.
Submitting the form constitutes acceptance of these terms and authorisation to proceed. Where anything on this page differs from our Terms and Conditions, the Terms and Conditions apply.
Three questions worth working through before submitting the form:
Is the cost of the part plus a return visit proportionate to the age and value of the appliance? If the part you choose turns out not to be the cause, the costs set out under Order B are added to the repair — together they can exceed what the repair is worth. That risk sits with the part you confirm.
European procurement runs 6–8 weeks as a baseline with no guaranteed date. If this is your only cooking appliance, factor that in before committing.
Full payment is required before the order is placed. The order cannot be held without it, and the terms above apply from that point.
If the answer to all three is yes — complete the form below.
This form is for special-order parts relating to an already-assessed repair job only. Complete all fields — partial submissions cannot be processed.
