Frequently Asked Questions

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Please click on the area below relating to your question:

 These FAQ's are specific to the Comet Clearance auction site.

GENERAL INFORMATION

• About Us
  • The Comet Clearance auction website is part of Comet Group Ltd, which is the second largest electrical retailer in the UK. Comet currently has 250 stores nationwide and a fast-growing Internet shopping service.
  • Comet launched the www.clearance-comet.co.uk auction website in July 2001. It was the very first online auction site from a major UK electrical retailer. The site, which now regularly offers over 600 products a week, gives our customers the opportunity to bid for clearance stock such as ex-display, refurbished or discontinued products. All products purchased from this site are covered by a 12 month guarantee.
• What are your auction site shopping hours?
  • Orders can be placed online 24 hours a day.
• Can you tell me about the condition of products on the auction site?
  • The product condition is clearly stated at the bottom of the product page. You can also access this by clicking on the "View product condition report" link beside the product image at the top of the page. This will indicate the product status (New, Used etc) as well as any cosmetic damage and / or missing parts with the unit. When viewing the product condition of an item, the number and size of any scratches / dents will be shown. Any item showing "N/A" has no damage of this particular type.
• What is your Privacy Policy?
  • Comet Clearance is fully committed to protecting your right to privacy within our online auction community. Comet Clearance expects all members to respect and protect the privacy of others. The release of any members' personal information for reasons other than those specifically connected with Comet Clearance is prohibited. Please take a moment to familiarise yourself with our Privacy Policy and contact us if you have any concerns or questions about privacy issues that may affect you.
• What is the copyright on this web site?
  • Reproduction of all or any substantial part of the material in any form is prohibited except that individual users may print or save portions of the material for their own personal use. This licence does not permit users to incorporate the material or any substantial part of it in any other work or publication, whether in hard copy, electronic or any other form. In particular (but without limitation) no substantial part of the material may be distributed or copied for any commercial purpose. No substantial part of the web site may be reproduced on, or transmitted to, or stored in any other web site or other electronic retieval system.
• Are my details secure on this site?
  • Our systems are secure and any sensitive information is encrypted on the site. Do not reveal your login credentials to anyone especially if you are using a machine with multiple user access. To guard against this please check your browser settings. If using Internet Explorer, click on Tools and go to Internet Options. Then click on the tab for Content. In here you will find a section for Personal Information in the AutoComplete section. Click on the Settings button to review your options. If auto complete for forms is checked an an option this puts the information in for you, where you have previously entered this.
• What is an English auction?
  • An English auction can be used for either a single item or multiple items. With English listings, the price is raised successfully until the listing closes. You must enter, at least, the next highest bid increment when making a bid. The highest bidder(s) at the time the listing closes is (are) declared the winner(s) and each bidder is required to pay the seller the amount of their winning bid. The bids are stored in order of price and then the time bids were placed. If the bids are for the same price, then the earlier bid wins. The sort order only applies when there is a tie. You can increase your bid to tie an amount, but you win on a tie if you win in the sort order.

REGISTRATION

GENERAL REGISTRATION

• How do I register on the auction site?
  • It takes just a few minutes to register. To complete the registration process you will need to provide us with some basic information, such as your name and email address. Your password can be anything you choose, but we do not recommend that you use the same password as your registered email address. Your password needs to be at least 6 characters in length and must contain at least 1 upper case letter, 1 lower case letter & 1 number.
  • Once you have completed the initial registration step, we will send you an email to confirm we have the correct email address for you. Click the link in the email to confirm your registration and you are then free to log into your account.
• Do I have to buy anything after I register?
  • No. You are not obliged to buy anything on Comet Clearance by registering. You are welcome to drop by any time and look around. If you see something you would like to bid on, you can do so quickly as a registered user.

AFTER REGISTRATION

• I have forgotten my password. What can I do?
  • If you have forgotten your password please click on the "Login / My Account" button on the home page. Click the "Forgot Your Password?" link and enter your registered email address. A new password will then be emailed to you.
• Why have I not received an email with my registration information and login details?
  • Auction system emails are sent out automatically and it is unusual if you have not received this. Please check that you are able to receive mail on the email address you registered with and that your mailbox is not full. Also, check that the email has not been placed, by your provider, into your "junk" or "spam" mail, or another area of your mailbox.
• How do I update my email details in my account?
  • Once logged in, you can update any of your personal details, including your email address, at any time via the "My Account" section.
• Why am I unable to register my address details?
  • Please ensure that you have entered all the required fields (marked with an asterisk) including your full postcode.
  • For security reasons, the 1st order you place with us will only be delivered to the cardholders address. You may select an alternative delivery address for any subsequent orders you place with us..
• I have a problem with logging in due to security settings and cookies. What can I do?
  • Please check your security settings, as these may be too high. If using Internet Explorer, go to Tools in your browser and then select Internet Options. Check the Security tab and settings and check that you have cookies enabled. It may be an idea to refresh your browser, using the CTRL key & R together so that you are seeing the most up-to-date version of the screen. Also, try emptying your cache in Tools, Internet Options and see if this helps.

BIDDING IN AN AUCTION

GENERAL BIDDING

• How do I search for products on Comet Clearance?
  • Searching on Comet Clearance is fast & simple. Through our advanced search facility, you can look for specific items by title description, listing number, listing format, category and more! You will be able to sort listings within a category by original store price, current bid price, number of bids & time remaining. When you have located an item you are interested in, click on the item's title link or click the "More info" link to see its listing page. 
• How are items selected for listings?
  • Comet Clearance auctions offer products that are either ex-display, refurbished, discontinued or slightly damaged. All products are in full working order and come with a 12 month guarantee. Any damage is generally cosmetic and may include scratches and dents to items.
• When do new auction listings go live on the site?
  • New auction listings go live on the site most days of the week. The time remaining is shown next to each product.
• Can I submit a bid off-line?
  • No. We can only accept online bids.
• What is the store price?
  • The store price is the price at which the product was advertised in store, when the auction commenced. As many of the auction products are end of line, these products may no longer be in Comet stores on the Comet web site when they are on the Comet Clearance auction site - but they will have been in the past.
• Do auction products benefit from the same promotions available in Comet stores?
  • No. You are bidding for the product as displayed. This means that leaflet redemptions, promotions, free offers etc. do not apply. This also applies to any energy efficiency allowance discounts.
• Can I inspect the product before I bid for it?
  • Auction items originate from various delivery & distribution centres throughout the UK. Therefore it is not possible to inspect any product before bidding.

DURING BIDDING

• How do I bid for a product on the auction site?
  • When you have located an item you are interested in, click on the item's title link to see its listing page. On each item's listing page there is a bid button which you must click on to place your bid after first deciding whether to place a one off bid by entering the next bid increment specified or by entering a proxy bid (maximum bid). To place a bid, you must first enter your login information, if you haven't done so already. You will be notified by email if another bidder has surpassed your bid. Refresh your browser often. When reviewing an item's bid history after having placed a bid, you should reload / refresh your browser window so that it displays the most current bid status information. This is especially important during the final minutes of an auction when you should refresh your browser frequently (every 3 - 5 seconds). Remember, you must be registered before you can begin bidding on items. Registration is free and easy!
• How do I purchase an item using buy now from the auction website?
  • On certain auction items, we may offer a buy now option. This allows you to purchase the item immediately at the price that is shown on the listing page without having to bid on the item. When you have located an item you are interested in, click on the item's title link to see its listing page. Click the Buy Now button to purchase the item. Remember, you must be registered before you can purchase auction items. Registration is free and easy!
• I have difficulty placing a bid on the auction site. What can I do?
  • Try again to login & bid. If you are still having difficulties accessing the site or with the bidding process please inform us, providing your registered email address and the exact nature of the problem, i.e. at what point are you unable to continue with your task. If possible, please provide a screenshot with as much information as possible.
• Why doesn't my bid show up online after I bid?
  • Please complete the following steps in order for our system to record and display your bid in a listing's Bid History. When you have located an item you are interested in, click on the item's title link to see its listing page. On each item listing page there is a bid button which you must click on to place your bid. To place a bid, you must first enter your login information, if you haven't done so already. An opening bid should be your SmartBid (the maximum amount you would be willing to pay for the item), or the "Current Bid" amount plus the increment (the "Your Bid" amount) as shown on the item page. You will be notified by email if another bidder has surpassed your maximum bid. Refresh your browser often. When reviewing an item's Bid History after having placed a bid, you should reload / refresh your browser window so that it displays the most current bid status information. This is especially important during the final minutes of an auction when you should refresh your browser frequently (every 3 - 5 seconds). Remember, you must be registered before you can begin bidding on items. Registration is free and easy!
• Is a credit / debit card required to place a bid on the auction site?
  • No. Payment card details are submitted via secure server to prevent unauthorised access only when you have won an auction and are paying for the product.
• What is a Lowest Successful Price?
  • The goal is to win an item at the lowest successful price. To do so, you must be the bidder who placed the highest bid at the time the auction closed. Typically, the lowest successful price is the next highest bidder's bid amount plus the stated bid increment.
• What is my Watch List?
  • You can use Comet Clearance Auction's Watch List feature to keep track of items you're not yet ready to bid on, but want to monitor closely so you can bid on them when you're ready. On each auction listing page there is a link called "Add to watch list". Click on that link to add an item of interest to your Watch List. You can review the full list of items you're watching at anytime when you go to the "My Watchlist" section in "My Account". 
• How do I review a bid on the auction site?
  • Before submitting a bid, you will receive a confirmation page. If you want to amend any aspect of your bid, use the "back" button to return to the bid entry page. Once you confirm a bid, your bid receipt displays. You can print it for your records, or view it electronically at any time through your bidding activity page.
• How will I know if my bid is no longer winning?
  • We will send you an email when your bid is no longer winning. Occasionally, there can be delays in email transmissions. Just in case, we recommend you visit the web site frequently to check on the bidding process. Please refer to the Bid History of the item for more information. You can also check on your bid status in "My Account" (go to "My Account" and select "My Bids". Your Active Bids, Listings Won & Listings Lost will be recorded on this page).
• How do I increase my bid?
  • To increase your bid, go to "My Account" and select "My Bids". Choose the bid you want to increase. If you click the "Raise Bid" link or the item's description on the bid status page you will be taken to the listing page where you can enter your new bid. Remember all bids are final and binding. You can increase your bid at any time. Every time you increase your bid, the number of bids listed for the item will increase by one.
• I have confirmed my bid, but it tells me it is invalid. Why?
  • There are two reasons why a confirmed bid can be considered invalid:
  • 1) You have entered an invalid value in the "Bid Amount" field. Make sure that your bid amount containts only numbers and decimal points i.e. 45.00. Do not enter any pound signs (£) or commas (,) into the bid amount field.
  • 2) Your bid amount is less than the "Next Bid" value. Make sure that your bid is equal to or greater than the current "Next Bid" value shown on the listing page.
• How can I view all the bids I've submitted?
  • Go to "My Account" and select "My Bids". Your Active Bids, Listings Won and Previously Lost Bids will be recorded on this page.
• I am unable to access the most up-to-date bidding information. Why?
  
  • You may not be looking at the latest version of the page on your screen. When you call for pages from the web they are "cached" on your hard drive to save you time. This does not affect your bid; only your ability to see it on your computer. The Bid History / Bid Status shows bids as soon as they are entered. If your bid doesn't appear, you may be viewing an old version of the page. Try clicking your browser's "refresh" or "reload" buttons while participating in auctions.

AFTER AN AUCTION

• Can I withdraw a bid?
  • Bid retractions or withdrawals are only permitted under extraordinary circumstances. We consider a confirmed bid on an item to be a legally binding intent to purchase. Please be sure to read the item description and the Terms & Conditions before bidding.
  • We will only consider requests to cancel a bid BEFORE the auction has finished if you believe you have an extraordinary situation (for example, you inadvertently typed an extra digit and bid 1000 instead of 100). Please contact us ASAP before the auction ends from the "My Enquiries" section in "My Account". Bid cancellations are not permitted after the auction has finished.
• I did not receive an email, how do I know if I won?
  • Auction system emails are sent out automatically and it is unusual if you have not received this. Please check that you are able to receive mail on the email address you registered with and that your mailbox is not full. Also, check that the email has not been placed, by your provider, into your "junk" or "spam" mail, or another area of your mailbox.
• How do I know if I am the winning bidder?
  • We will notify you by email whenever you win. You will then need to visit the site and click on "My Account" to check the official status of your bid. Payment must be made within 24 hours of the auction ending. Failure to do so may result in you being blocked from the site.
• Why have I been offered an item I was outbid on?
  • Failure to pay for a won auction within 24 hours by the winning bidder will result in the item being offered to you as the second highest bidder. This gives you the opportunity to purchase the item you were interested in. If you do not wish to purchase the item, you can remove it by clicking the link in your shopping basket.
• Can I cancel a winning bid on the Comet Clearance auction website?
  • Bid cancellations are not permitted after the auction has finished.

PAYMENT

• What payment methods do you accept?
  • The only payment methods we accept are Visa, Visa Debit / Electron, MasterCard, American Express and Maestro on winning bids on the auction site.
• I have a problem entering my credit / debit card details. What can I do?
  • Please ensure that you have entered all the required fields (marked with an asterisk) and that you are entering a valid credit / debit card.
  • Have you moved recently or changed your details?
  • For security reasons, the 1st order you place with us will only be delivered to the cardholders address. You may select an alternative delivery address for any subsequent orders you place with us.
  • Please try again to enter your card details and if you are still having difficulties, you may have to contact your financial provider.

SPARES / REPAIRS / REFUNDS

• Do you provide spares and accessories for my product?
  • If you need spare or replacement parts, please contact the manufacturer directly.
• Who will repair my product if it breaks down?
  • Comet has it's own dedicated service team comprising over 650 engineers, who receive regular training to ensure they can repair the latest products. There are occasions when our engineers do not call out. In these instances, we use the manufacturers own engineers to complete any repairs. If your product is portable, please take it to your nearest Comet store to arrange a free repair. If you need to report a large faulty product, please ring our service centre on 08712 009 009 (Calls to this number cost 10p per minute plus network extras) and select option 3, where a member of our Customer Support team will advise you with the best possible course of action.
• Can I have a refund on a product I've purchased from the auction site?
  • If you are returning a faulty portable product, you should return it to your nearest Comet store, who will arrange for the product to be inspected free of charge. A Comet engineer must inspect large products. Please call 08712 009 009 (Calls to this number cost 10p per minute plus network extras) and select option 3 to arrange this.
  • Please note: If the product develops a fault that we cannot repair, you will be given a refund of the bid price. Due to the nature of products offered on the clearance site, exchanges are not available.
  • A free inspection and repair will be offered for all products that develop a fault, providing it has not been caused by accident, misuse or neglect, within Comet's guarantee period. This does not affect your Statutory Rights.

DELIVERY

• I live near to the auction location. Can I collect it from there to save on delivery?
  • No. Auction items originate from various delivery & distribution centres throughout the UK. We do not have the facility for customers to pick up from our delivery centres.
• What time will my product be delivered?
  • Smaller items are sent by Parcelforce. These can arrive usually between 9am & 5pm.
  • Larger items are delivered by Comet's own dedicated fleet of over 300 vehicles. Your item will be delivered between 8am & 6pm. Your delivery crew will contact you up to 1 hour before delivery on your chosen delivery day.
• My product has been damaged before delivery / lost in transit. What happens?
  • If your product is damaged or lost prior to delivery, you will be given a refund on the purchase price of the product including any delivery, installation & service charges.
• My product has arrived with additional damage. What happens?
  • You should inspect the product on delivery. Comet's delivery teams are required to unwrap the item (unless requested otherwise). If your product has been delivered and has additional damage to it or is 'not as described' then this should be noted with the delivery crew and recorded on their notes. They will be able to discuss the options with you and most issues should be resolved at the point of delivery. Any issues not resolved at this point should be reported to us WITHIN 7 DAYS OF DELIVERY on 08712 009 009 (Calls to this number cost 10p per minute plus network extras) or via the Contact Us / Enquiries section on the web site. Failure to comply with this instruction will deem that you have accepted the goods and you will be unable to return them.
• Do you deliver outside the UK mainland?
  • We ONLY deliver to addresses on the UK mainland, Northern Ireland & the Isle of Wight.
• Do you deliver to a different address other than the billing address?
  • For security reasons, the 1st order you place with us will only be delivered to the cardholders address. You may select an alternative delivery address for any subsequent orders you place with us. The change of address MUST be done at time of purchase as we may not be able to change it at a later date for logistical reasons.
• Do you remove my old appliance and offer installation services?
  • The delivery service does not include installation of the product or removal of the old appliance. We offer an installation service on freestanding major kitchen appliances, such as washing machines & dishwashers, at a cost of £19.99 per appliance. We also offer an installation service for freestanding refrigeration appliances (excluding USA-style) and tumble driers at a cost of £9.99 per appliance. We can also arrange collection of an old disconnected appliance for an additional £9.99 per item. You can add any of these services onto your purchase when you complete the checkout process. If you require an installation on any other type of appliance, please contact us for details.

OTHER ENQUIRIES

•  What if I cannot find the answer to my question here?
  • Access our Contact Us / My Enquiries section from "My Account" to submit your question to us & our customer service team will assist you further.

 AOL & TALK TALK CUSTOMERS ONLY

We have been made aware of an issue with AOL & Talk Talk customers having problems navigating the auction website and placing bids when using AOL & Talk Talk's internet browser software. This issue is caused by AOL & Talk Talk's proxy management system and its incompatibility with our security procedures to keep your personal information & bids secure.

In order to be able to successfully navigate the website & compete in auctions, we suggest using an alternative browser.

Please accept our apologies for any inconvenience caused.