Frequently Asked Questions
Who do I contact if my product has a fault?
If you think your product has a fault, you need to contact our customer care team via email or 01928 242829 as soon as you notice the defect. Our team will then talk you through the process, you will be sent our aftercare form via email, and you will need to fill this in and send images of the fault so that we can investigate this on your behalf. We aim to turn around aftercare reports within 3-5 working days. If the product is found to have a manufacturing fault, we will follow the warranty or guarantee process and will have the product either repaired or replaced. If we cannot find the fault from the aftercare form, we may need to arrange an independent technician visit to your home to inspect the product further.
Do I get a repair, refund, or replacement for a faulty product?
If your product is faulty within the first 30 days, you will be entitled to either a refund, replacement, or repair. After 30 days, if the product is found to be faulty, you are entitled to either a replacement or a repair – subject to it not exceeding the guarantee or warranty period.