FAQs

Account & Registration

  • Do I have to create an account to make a purchase online?

    Yes, you must create an account to make a purchase online. You'll be prompted to create an account (or login, if you already have an account) during the checkout process.
  • How can I view/update my account details?

    If you have an active account, you can login to your account here, you'll then be able to see all activity associated with that account.
  • I have forgotten my password.

    If, for any reason, you've forgotten your password, please visit here. Simply follow the onscreen instructions to reset your password.

Dehumidifiers

  • What warranty do I get with a Dehumidifier?

    We are so proud and sure of the quality of our products that when you buy a Dehumidifier from us you will receive a standard warranty which varies by model type, please see our website for confirmation of standard warranty terms. We also offer you the option to upgrade this term to a maximum 5 year warranty at a supplement.
  • Can I clean my filters?

    We suggest you vacuum your filters monthly to ensure optimum performance and that they are replaced every 3 months. You can purchase replacement filters from the accessories section of our website.
  • Will I need to replace any parts on my Dehumidifier?

    The only thing you should need to replace on your Dehumidifier is the filters every 3 months.
  • Will damp in my home affect my health?

    Yes! Excess moisture can cause damp and mould, which produces allergens (something that causes allergies). These can be harmful to everyone but especially to babies, children, elderly people and people that suffer from asthma and have skin problems.

Delivery FAQ

  • Where is my order?

    Check the status of your order here. Alternatively if you have been waiting over 2 weeks then please contact us on 08456341392.. For Washing Machines, please contact your retailer direct.
  • Where do you deliver?

    See a list of places we deliver to here.
  • Do you ship internationally?

    We may be able to arrange this for you however you will need to contact our Customer Services on 0845 634 1392 to provide further details and obtain the charge for this service.
  • How will my items be delivered?

    Please see our delivery policy here.
  • Do I have to wait in for my delivery?

    All Dehumidifier, Washing Machine and Chest Freezer orders will require a signature unless you have made prior arrangements with the courier yourself. Most accessories dispatched by Royal Mail will fit through a standard letterbox however if not you will be left a card from them.
  • How long does it normally take for items to arrive?

    Please see our delivery policy here.
  • How much does delivery cost?

    Find all delivery options and costs here.
  • What’s the cut off for next day delivery?

    UK Next Working Day Delivery is available for all Dehumidifier orders and 54L Chest Freezer orders placed before 12 noon Monday to Thursday and before 10:00 am on Fridays.
  • Can I specify a preferred delivery date?

    There is an option at the checkout for you to select from a choice of delivery days when purchasing your item however this is only applicable to Dehumidifier or 54L Chest Freezer orders.
  • How do I track my order?

    Please see our delivery policy here.

General FAQ

  • Do you offer an appliance installation service?

    This service is only available for our Washing Machines via the retailer you have purchased the unit from direct.
  • Do you collect old appliances when delivering new ones?

    Yes we do offer this service at a supplement and this varies by product type, please contact our Customer Services for further information on 0845 634 1392. For Washing Machines, please contact your retailer direct.
  • How do I contact Ebac?

    You can contact us in writing, by email or telephone. (Contact details can be found at the bottom of this page).
  • How much does it cost to call Ebac?

    Local rate call charges may apply.. (dependent upon network service provider)

Ordering FAQ

  • I’ve lost my proof of purchase

    If, for any reason, you have lost your proof of purchase having purchased form Ebac Direct please contact us on 0845 634 1392. If your item was purchased by an online or high street retailer then you will need to contact them direct.
  • How do I get a vat receipt for my purchase?

    Having purchased from Ebac Direct if you require a VAT receipt please contact us on 08456341392. If your item was purchased by an online or high street retailer then you will need to contact them direct.
  • Can I make a purchase by calling?

    Yes, call 08456341392 and speak to one of our Customer Service Advisors to place an order. Our call centre is open Monday - Friday 8am-5pm.(excluding Bank Holiday)
  • I can’t place my order online, what should I do?

    If you are unable to place an order online, you can call us and order on 08456341392.
  • How do I cancel an order?

    The right to cancel an order must be in writing, by email or by telephone and your statutory rights apply (contact details can be found at the bottom of this page). For Washing Machines, please contact your retailer direct.

Payment FAQ

  • Can I use PayPal to pay for my order?

    At the moment we are unable to accept PayPal as a payment method.
  • Will I be charged for using my credit card?

    No. Ebac will not charge you for using your credit card when making a purchase on our website.
  • Is it safe to use my credit card?

    Yes Ebac use a registered secured payment provider for the transaction which will protect any information you share with us, including your name, address and your credit card details.
  • What forms of payments do you accept?

    We accept Visa, MasterCard, Switch/Maestro and Visa Debit. Unfortunately AMEX is not accepted.

Popular FAQ

  • What if the dehumidifier dries the air too much?

    Your dehumidifier will only remove excess moisture from the air, if there is no more moisture in the air the dehumidifier can’t collect it this will not dry the air out.
  • Would I need to run a Dehumidifier all the year round?

    Running a Dehumidifier from early October until the spring is generally sufficient, as more moisture is generated during the winter months.. It's also better to start using your Dehumidifier before the winter starts; this reduces the risk of moisture soaking into your walls. If you do start your Dehumidifier part way through the winter, it is advisable to run it continuously for around 2 weeks to ensure your home is properly dried out.
  • How much water can I expect to take out?

    90% of homes can produce 3- 5 pints per day, but every home is different. For example, it’s not unusual to find next door neighbours in almost identical homes with the same family size producing different amounts of moisture. There’s no hard and fast rule about how much moisture to take out, but you will soon know if your dehumidifier is working effectively as condensation will start to disappear and your home will feel much drier and healthier.
  • How does a Dehumidifier work?

    The way a Dehumidifier works is similar to the way condensation forms on a cold window. A Dehumidifier contains a compact refrigeration system which makes it the coldest place in the house. Air is drawn into the Dehumidifier where any moisture in the air condenses on the hydrophilic coils and is then collected into the easy pour water container.
  • Where does the water come from?

    The list is virtually endless; running a shower or bath, boiling a kettle, cooking a meal, doing the dishes and drying laundry all increase the level of moisture in your home. Even something as simple as breathing, the weather and climate can add to the problem creating condensation and damp.
  • Why do I need a Dehumidifier?

    If you regularly see condensation on your windows, or damp and mould spots in the corners of cold or rarely used rooms, the air in your home probably contains excess moisture. If you don’t do anything about it, this moisture can damage your carpets, curtains, furniture and even your walls. You need a Dehumidifier to remove this excess moisture before it becomes a serious problem.

Returns FAQ

  • What is your return policy?

    Read our returns policy here.
  • How can I return my item?

    If you are not 100% satisfied with your purchase, you can return it for free within 30 days. Simply contact us in writing, email or telephone to organise a return. For Washing Machines, please contact your retailer.

Special Offers FAQ

  • How do I apply a discount code?

    You can apply any discount codes at the checkout stage.
  • Do you offer a money back guarantee?

    Yes, we offer a 30 day no quibble money back guarantee on all products.

Warranties FAQ

  • When does my guarantee start?

    If you buy directly from us your warranty is registered straight away and begins from the day you receive your item. If you do not buy directly from us, your warranty will begin immediately from date of purchase however you must register this warranty within 30 days from purchase. Washing Machines must be registered within 28 days of purchase.
  • Do I get a warranty?

    Yes, all products come with a standard warranty. The length of the warranty will depend upon the product.

Washing Machines FAQ

  • What is the difference between the different energy ratings?

    There are generally 3 types of energy ratings from A+ to A+++. A+++ is up to 28% more efficient than an A++, that is 24% more efficient than a A.
  • What size drum do I need?

    Choosing the right drum size can save you time and money by reducing the amount of wash loads, energy and water used each week. As a general guide a 6Kg machine is suitable for 2 people, a 7Kg machine is suitable for 2-3 people, a 8Kg machine is suitable for 3-4 people and a 9Kg machine is suitable for 4-5 people however this can depend on the frequency of your washing requirements.
  • Does the warranty cover parts and labour?

    Yes, our warranty is comprehensive and covers both parts and labour. You must register your warranty within 28 days of purchase date, full terms and conditions can be found here.
  • Which wash cycle temperatures does the dual fill work on?

    Dual fill has been designed to work across all low and high temperatures as it mixes both hot and cold water to achieve the desired result.
  • Do I need any special plumbing to use dual fill?

    No, all you need is a hot and cold water feed for the washing machine to be installed on to.
  • What are the benefits of Dual fill over cold only fill?

    Dual fill offers faster wash cycles, lower running costs and prolongs the life of the heater element when compared to cold fill only machines.
  • Do I use detergent with the drum clean cycle?

    No, this programme is designed to be used without any detergent.
  • How do you access the pump filter?

    To access the pump filter simply push down the front kick plate cover using the indents on each side to give you complete access. We even supply a 7" drain hose to help you empty any excess water before opening the pump.
  • Can I stack your washing machine on top of a tumble dryer?

    No, you can not stack an Ebac washing machine on top or underneath any other appliance.
  • Does the machine have a half load button?

    Our machines have precision 360 sensor technology that automatically calculates the exact amount of water and energy required to use for each load. This replaces the need for a manual half load button.
  • Can I use both hot and cold water supply to the machine?

    Yes, we have a selection of models that will accept both hot and cold water supplied known as Dual fill available across all our ranges.
  • How do you remove the soap detergent draw?

    To remove the soap detergent draw simply pull the draw open and then press the small grey button in the centre of the softener compartment for a quick release.
  • How many feet can you adjust?

    Our machines have two front feet that can be adjusted up and down.
  • Can I use liquid detergent?

    Yes, you can use liquid detergent in our machines when used in our soap detergent draw with our specially designed liquid boat accessory (supplied).
  • How long is the mains power cable?

    The mains cable comes supplied with a 1.5m main cable with plug.
  • How long is the drain hose supplied?

    The machine comes supplied with a 1.5m drain outlet hose.

ECare FAQ

  • What is the maximum temperature?

    Our ECare machines all offer a maximum temperature of 90ºC.
  • Can I lock the control panel?

    Yes, all controls can be locked by simply pressing and holding two buttons. Please refer to our instruction manual for exact steps.
  • Does the machine come with a digital inverter motor?

    No, a standard motor is used in this range.
  • Can you pause the machine once the wash has started?

    Yes, our ECare machines have a pause function.
  • Does your washing machine have an extra rinse option?

    Yes, our ECare machines offer an additional extra rinse option that can be added to a standard wash cycle or a rinse only wash cycle.
  • Does your washing machine have a rinse hold option?

    No, this option is not available on this range of machines.
  • Can you add an item to the wash cycle once it has started?

    Yes, if you pause the machine after it has started you will be able to open the door to add an extra item.
  • Can you turn the beep noise off at the end of the wash cycle?

    Yes, all audio can be turned off, please refer to our instruction manual for exact steps.
  • Is there a spin only option on your washing machines?

    Yes, all ECare machines offer a spin only option.
  • What is the delay start options?

    The models in this range can be delayed for upto 9 hours in steps of 3, 6 or 9 hours.
  • Is this a cold fill only machine?

    Yes at the moment this is only available in cold fill.

ECare+ FAQ

  • What is the maximum temperature?

    Our ECare+ machines all offer a maximum temperature of 90ºC.
  • Can I lock the control panel?

    Yes, all controls can be locked by simply pressing and holding two buttons. Please refer to our instruction manual for exact steps.
  • Does the machine come with a digital inverter motor?

    Yes all ECare+ models have a digital inverter motor.
  • Can you pause the machine once the wash has started?

    Yes, our ECare+ machines have a pause function.
  • Does your washing machine have an extra rinse option?

    Yes, our ECare+ machines offer an additional extra rinse option that can be added to a standard wash cycle or a rinse only wash cycle.
  • Does your washing machine have a rinse hold option?

    Yes, our ECare+ machines offer a rinse hold option.
  • Can you add an item to the wash cycle once it has started?

    Yes, if you pause the machine after it has started you will be able to open the door to add an extra item.
  • Can you turn the beep noise off at the end of the wash cycle?

    Yes, all audio can be turned off, please refer to our instruction manual for exact steps.
  • Is there a spin only option on your washing machines?

    Yes, all ECare+ machines offer a spin only option.
  • What is the delay start time?

    The models in this range can be delayed for upto 24 hours in steps of 1 hour.
  • Is this a cold fill only machine?

    No, we offer all ECare+ models in cold only and in hot and cold (dual fill) options.
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