Duologi Finance FAQs

Finance Agreement

I have a question about my finance agreement, who should I contact?

Please contact Duologi's customer service team on 0345 5211 881 (option 2) or via email at customers@duologi.com

I want to change my Direct Debit details or update my personal details.

Changing your payment date can only be done after the first payment has been taken. Please contact Duologi's customer service team on 0345 5211 881 (option 2) or via email at customers@duologi.com to update your direct debit or personal details.

I'm having problems paying my deposit online.

Please contact Deko's customer support team at support@dekopay.com or by phone on 0800 294 5891.

When will I receive a copy of my loan agreement?

The Deko platform will present you with pre-contractual information and a copy of your credit agreement for you to digitally sign. Please take the time to check the details in these documents are correct and that you understand the amount of frequency of your payments before you sign. Once your deposit has been paid, a copy of your e-signed credit agreement will be emailed to you.

You can get a copy of your loan agreement by contacting support@duologi.com

Payments and Order

How do I make my monthly payments?

Your payments will be taken by Direct Debit using the details you provide during your application. You can make addition payments by debit or credit card.

Can I request delivery to an address other than my home address?

In order to safeguard against fraudulent applications, we regret that we are only able to deliver goods to your home address. 

I want to amend my order.

Once you have been approved for finance, the amount or terms of your agreement cannot be amended. 

You will need to contact us (Electric Life) to amend the goods or services you ordered, and you may need to complete a new application for finance. 

Please note: Duologi cannot guarantee a new credit application will be approved. All credit applications will leave a credit 'footprint' on your credit history. 

I haven't received my goods.

Please contact Electric Life on sales@electriclife.co.uk or call on 0121 748 8008.

What shall I do if I can't make my payments?

If you're struggling to make your payments, please contact Duologi as soon as possible. They will work with you to come to a repayment solution that meets your needs and does not put you at risk of wider financial difficulties. Please contact Duologi's customer service team on 0345 5211 881 (option 2) or via email at customers@duologi.com.

Cancellation and Returns

I want to return my goods and cancel my finance agreement.

You will have a 14-day cooling off period, during which you can cancel your finance agreement. 

To cancel your finance agreement, you will need to contact us (Electric Life) and arrange to return your purchase or cancel the services. Once we have confirmed cancellation, we will advise Duologi to cancel your finance agreement and refund any payments that have been made.

If you have made an in-store application, we will refund any deposit payments that you made. 

Please note: in some cases and depending on the nature of the product or service you have purchased, you will not be able to return your goods. Our terms and conditions will explain the types of goods that cannot be returned. 

Please read our (Electric Life) Returns policy here. 

What happens to my loan if I want to return my order?

You have a 14-day cooling off period where you can withdraw from the credit agreement after signing your documents. If you choose to do this, please contact us (Electric Life) directly. We can cancel your application on your behalf and there is no need to contact Deko or your lender.

A payment plan does not affect our standard refund and returns policy. Your lender will refund your deposit and let you know if you have any balance to repay. 

For any further questions please contact Electric Life on sales@electriclife.co.uk or call on 0121 48 8008

Complaints

Unfortunately, things sometimes go wrong. If you have cause to complain about the service you've received from us, Deko or Duologi you can make a complaint either by phone or in writing. 

To complain about our goods or services, please contact us on sales@electriclife.co.uk or call on 0121 748 8008 and we will aim to resolve your complaint as quickly as possible.

If your complaint is about your finance agreement, you should contact Duologi:

Correspondence address is: The Square, Arena, Basing View, Basingstoke, RG21 4EB

Contact number for complaints: 0330 1188 938

E-mail address for complaints is: complaints@duologi.com

Their complaints policy sets out all you need to know to help you raise your complaint with them. For further information please visit https://duologi.com/complaints/

Still have questions? 

For any questions related to Financing please contact Duologi Finance on 0345 5211 881 (option 2). Please visit Duologi for a full list of FAQs: https://duologi.com/faqs/consumer/#faqs-nav

For any questions related to your Finance Application, please visit Deko for a list of FAQs: https;//www.dekopay.com/customer-support