Order

How can I order?
You can order on-line at www.jsi-uk.com, all our products are available there at the best price. You will not find them cheaper anywhere else.
Our whole process is automated, so buying on-line is the easiest and most secure method & ensures you follow through smoothly to the delivery process.
If you cannot purchase on-line for some reason, we can take orders by phone & accept credit cards by phone.
When can I order?
Our website is live 24 hours a day 7 days a week and we will dispatch same day for any express order received before 12:00 midday. We charge a minimum surcharge for express delivery unlike many other websites.
Our offices are manned 9am – 4.30pm weekdays.
When is the cut-off for next day delivery of express orders?
12:00 midday is the cut-off time for any orders requiring next day delivery.

Payment

Which payment methods can I use to pay for my product?
You can use Visa, Visa Debit, MasterCard or Paypal.
Are there any additional charges for paying by credit card?
No, there are no hidden extra charges for paying by credit card
Does it cost any extra to pay using Paypal?
No, there are no hidden extra charges for any accepted payment method
Can I pay over the phone?
We can accept credit card payments by phone but our website payment system is encrypted & secure. We use a specialist provider to ensure this.
You cannot use Paypal to pay by phone, just credit or debit cards.
Is it safe to send my debit or credit card details over the web?
Yes, we use a specialist provider for the payments to ensure the whole process is safe. They encrypt (scramble & hide) the transaction to ensure your payment details are completely secure. We use standard industry security which is certificated (SSL) to ensure all of this meets the required standards.
If I don’t want to pay on-line can I pay by phone?
Yes you can. Go to the Contacts page and call the Sales & Product telephone number & we will be able to help you.
Do I have to pay before the order is dispatched?
Yes, we will only dispatch items where full payment has been made & authorised.

Shipping

Which are the shipping areas covered by the free delivery?
United Kingdom mainland.
Additional charges are levied to other areas such as UK Islands, Republic of Ireland and some Scottish Highland and UK Island locations – these additional charges will be added during the check-out process when you enter you postcode & address.
If you want to know in advance what this will be, please just contact us for a price at customer.service@jsi-uk.com
Which areas do you not deliver to in the price?
We currently do not provide free delivery to the Republic of Ireland, UK Highlands & Islands, Channel Islands and Isles of Wight & Man, also countries outside the UK. Carriage to these areas can be arranged subject to additional charges.
Can you ship to European countries
Yes we can ship hobs to Europe for a small surcharge but not hoods due to their large size. You cannot buy on the website for purchases outside the UK, so please contact us direct to arrange this. We are unable to ship to any countries outside of Europe.
Please note that there is only spares warranty cover for Europe. UK service companies do not include Europe.

Delivery

When is the cut-off for next day delivery?
12:00 midday is the cut-off time for any express orders requiring next day delivery.
Can I arrange my delivery date
We provide a standard & express service option for shipping your item, for express items it will be next day, so there is no need to arrange a delivery day.
If you need it delivered on a specific future date, you must contact us before placing the order on-line and we will arrange that for you, but once the order has been placed on-line we have no opportunity to change it due to our express system.
Can I arrange my delivery time?
No, but if you provide your mobile telephone number at the time of purchase the delivery company will SMS you to advise what time slot you can expect your delivery to arrive within.
Who will deliver?
We mainly use UK Mail for our distribution of hobs and Freight Service for hoods due to the large consignment size. Pallet carriers are used for large or high value items to ensure their safe delivery.
Can I collect the product instead of having it delivered?
Product collection can be arranged from our Swindon distribution centre with 2 hrs notice subject to cleared funds. Please contact us before placing your order on-line to arrange this.
What happens if I give an incorrect address by mistake?
The purchaser is responsible for ensuring that the delivery address is correct. Failed deliveries due to incorrect delivery information supplied will attract a £57 charge for large hoods (Freight Service) and £26 for hobs (Parcel Service) and palletised transport levied by the carriers which will need to be paid before delivery can take place.
Can I arrange a weekend or bank holiday delivery?
There are no carrier collections or deliveries at weekends or on bank holidays unless specifically requested for which there a surcharge levied by the carrier. Please contact us before placing your order on-line to arrange this.
Do I have to sign for my delivery?
Yes you do. When the distribution company deliver it is very important you check the product at that time before signing for safe receipt. By signing you are accepting that you have received it in good condition so you MUST check the item before signing otherwise the carrier has no responsibility for any damage you find on opening the product.
What do I need to check on my delivery?
You need to slide off the nylon packaging straps (please don’t break them as you will need them in place if you need to return anything to us).
Open the packaging without damaging it (you will need the box intact if you need to return anything to us) and check that the glass is intact and everything looks okay.
For gas hobs, check FFDs and spark ignitors for visible transport damage.
Please advise of any transit damage within 72 hours from delivery as our insurers will not permit a claim from us outside this time period.
Damages or visual faults must be notified via email quoting your name and order date and attaching a photograph of the fault.
Do I need to keep the packaging?
Yes until you know the product is working correctly & there are no issues.
You will need it in case you need to return the product.
When you have opened & unpacked your item, please retain the original packaging & straps until you have it fitted and ensure everything is working properly. You will need the packaging for returns, so please keep it until you are sure you do not need to return the item for any reason.
Parts of the packaging contain fittings required for the installation. Ensure that all of the fittings have been removed from the packaging before disposing of it.
Who do I contact if my delivery doesn’t arrive on the day it is due?
Contact us at customer.service@jsi-uk.com and we will help you find out what has happened and let you know what will happen next.
What do I do if there is a problem on delivery and it has been damaged in transit?
TBC
Are there any reasons we might not be able to deliver your item?
On very rare occasions where there are specific weather events for example heavy snowstorms or major incidents impacting road transport we may be unable to deliver in our usual time frame. If this is the case we will inform you & keep you informed as to when we will be able to deliver.
What happens if you can’t deliver or there is no-one home?
If you have not arranged this with us, the delivery company will leave a card advising you they have tried to deliver & giving you the details of how to arrange an alternative delivery date.
What if I want express delivery?
You will be given this option during check out for a small surcharge.
If you order an express item before 12:00 midday it goes out same day or next day if the order is placed after 12:00 midday.
Can I delay my delivery?
Not once the order has been placed on-line as it immediately goes into dispatch on our express service. If you need a specific future delivery date then please contact us in advance of placing your order so we can arrange this for you.
How much does delivery cost?
Standard delivery is free and included with all our products. If you want a midweek next day delivery this has a small additional charge & you will see these options in the check out process.
If you want a weekend or bank holiday delivery, please contact us and we will find out from the delivery company what the additional charge would be.
Is there an extra charge for weekend deliveries?
Yes, please contact us and we will find out from the delivery company what the additional charge would be.
Can I change a delivery date once the order is placed on-line?
Not once the order has been placed on-line as it immediately goes into dispatch on our express service.
Will all of my order come at the same time?
If you order a different knob pack for a hob or additional items like wok stands, these will be sent out separately by Royal Mail and will therefore not arrive at the same time as your main product delivery.
When I order more than one item will they all be delivered at the same time?
No, each item goes through the system as a separate item & separate delivery due to the different delivery methods depending on the product you choose, for example we use a different company to deliver Cooker Hoods than we use for Hobs due to the size of the packages.

Installation

Who can install my appliance?
For any gas appliance, it must be installed by a Gas Safe registered engineer. This is the law and is for your own safety to protect you against gas escapes, so you must comply with this. Our warranty is only valid if the product has been installed by a currently registered Gas Safe engineer, so make sure you check their accreditation is valid & keep a record of this information.
For electrical appliances they should be installed by an accredited electrical engineer.
How do I find a Gas Safe registered installer?
For details of your nearest approved Gas Safe engineer, go to www.gassaferegister.co.uk or call Gas Safe on 0800 408 5500. Always look for the logo and check the engineer’s correct & current accreditation. You are legally responsible for ensuring a safe gas installation.
What is LPG?
LPG stands for Liquid Petroleum Gas. It is usually supplied in canisters and is common in areas not supplied by natural gas like rural villages.
Can I use LPG with my gas hob?
All our gas appliances are suitable for use with both LPG and natural gas but need to use different jets which are included with all products as standard. If LPG is to be used, then the LPG jets supplied in the packaging must be fitted by a Gas Safe engineer with specific LPG qualification.
Are the LPG jets suitable for all gases?
Yes, once the LPG jets have been fitted, the hobs can be used with Butane or Propane gases. Please note that Butane has a different calorific value to Propane and so burns at slightly different temperatures. The jets are supplied in the packaging.
Do cooker hoods need charcoal filters?
When fitted on an external wall and extraction is through the wall, no charcoal filters are required however, if using on an internal wall in re circulation mode, then charcoal filters are recommended to filter the kitchen smells and protect the fan and circuits.
Can I return a product after it has been installed?
No, you need to test it is working correctly before it is fitted as we cannot accept returns once a product has been fitted. If there is a problem after fitting, it needs to be reported as a service issue & an engineer will be sent out.
Incorrect fitting or installation can negate your warranty.

Quality & Manufacture

Tell me about product quality?
JSI-UK products are all manufactured using the highest quality components meeting exacting European quality & safety standards. The products are supplied across Europe and in excess of 50 countries worldwide. We use internationally recognised burners, safety glass & motors and do not compromise on standards.
Many of the cheaper models available on the internet use low quality Chinese manufactured components of inferior quality.
Are your gas hobs safe?
All of our products have FFD (or FSD) flame safety as standard on all burners. We do not sell products without it as part of our general commitment to safety. If you see cheaper gas hobs on the internet, always check they have this safety feature, many do not. It is illegal to install a gas hob without FFD (FSD) in a multiple occupancy property like a block of flats.
All our products meet European CE standard and are suitable for use around the world and Europe.
Where are your products manufactured?
In our factories in Turkey and France using many specialised components from Italy and Germany, for example Schott safety glass from Germany, the recognised market leader for high quality safety glass.
What are the glass gas hobs made of?
Our glass gas hobs are made of toughened highly polished glass made by Schott from Germany, the recognised market leader for high quality safety glass.
How are the hob edges of the glass finished off?
Our glass gas hobs are highly polished and tapered (except 30cm models) on all four sides to give additional styling. No sharp or unsightly edges.
Who manufactures JSI-UK© Cooker Hoods?
Our Cooker Hoods are manufactured by one of the largest manufacturers in Europe ensuring continuity of supplies and spare parts as well as rigorous safety & quality standards.
Do cooker hoods need charcoal filters?
When fitted on an external wall and extraction is through the wall, no charcoal filters are required however, if using on an internal wall in re circulation mode, then charcoal filters are recommended to filter the kitchen smells and protect the fan and circuits.

Service & Warranty

What happens if it breaks down?
All of our products have a 5 year warranty. This includes a 2 year parts and labour warranty and an additional 3 years parts warranty provided you have registered your product with us on-line at the time of purchase. You must register your product within 30 days at www.jsi-uk.com/productwarranty/register to qualify .We are covered by a national network of service engineers. Contact the service number provided and they will arrange to repair free of charge in the first 2 years or additional years if warranty is registered.
Does warranty cover Europe
Yes but for spares only not labour.
What if I need spare parts or something not covered like a replacement glass?
We carry spare parts for all our products and if it something we don’t stock we can usually get it from our factories pretty quickly. This is the advantage of having factories in Europe & Turkey as opposed to China.
What is not covered by warranty?
Glass and consumables are not covered by warranty after installation of the product.

Other

I have seen some hobs described as Professional, what does that mean?
Nothing at all and some suppliers use the word in a misleading way, professional kitchens use commercial equipment suitable for high volume cooking and or extraction. Domestic appliances are suitable for home use. Whilst Glass Gas hobs are seen on TV cooking programmes, they are rarely used in commercial or professional kitchens./dd>
What is the difference between the different brands of glass gas hobs?
Most European manufacturers use the same components and so other than style there is no noticeable difference in quality. European manufactured products have significantly higher reliability rates compared to other sources.