Warranty
Our warranty is designed to protect you against genuine product issues. It covers:
- Manufacturing defects and faults in materials or workmanship
- Products that are not fit for their intended purpose when used correctly
- Situations where the product received does not match the description provided
In short, it covers the standard consumer warranty protections you would expect under UK law.
What Is Not Covered?
Certain types of damage and use are not covered by this warranty, including:
- Normal wear and tear from everyday use
- Damage caused by:
- Accidents or improper handling
- Misuse, abuse or negligence
- Lack of reasonable care or maintenance
- Natural events (for example floods, storms, etc.)
- Children, pets or other external factors
- Use in a commercial or professional setting where the product is intended only for domestic use (unless the manufacturer specifically allows commercial use)
- Any modification, repair or alteration carried out by someone not authorised by us or the manufacturer
If you are unsure whether an issue is covered, please contact us and we will review it case by case.
How Do I Make a Warranty Request?
To start a warranty claim, please contact our customer service team. We may ask for photos or videos to help us assess the problem quickly.
Photos
- Take clear, well‑lit images that show the issue in detail
- Include multiple angles if possible
- Where relevant, include photos of product labels, tags or serial numbers
Videos
- Short videos (up to around 2 minutes) are very helpful
- Clearly show the fault and, if needed, speak briefly to explain what is happening
Our team will review the information and let you know the next steps. In some cases, we may ask you to return the product to us for inspection.
What Happens if My Warranty Claim Is Approved?
If your warranty claim is accepted, we will typically offer one of the following, depending on the situation:
- Repair – we repair the product and return it to you; or
- Replacement – we replace your item with the same or a comparable model; or
- Refund – we refund part or all of the purchase price, where repair or replacement is not possible or appropriate
Our customer service team will confirm which option applies and, if we need the product back, provide instructions on how to return it.
What If My Warranty Request Is Declined?
Not every warranty request will qualify. If your claim falls outside the warranty (for example due to misuse or normal wear and tear), we will explain our decision as clearly as we can.
Even if a warranty claim is not approved, you may still be covered by our 30‑day money‑back guarantee if you are within that time period (see our Returns Policy for details).
Do I Have to Pay Anything?
If we confirm that the issue is covered by the warranty:
- We will cover the reasonable cost of return shipping or provide a prepaid label, where applicable.
- You are responsible for packaging the item safely and dropping it off at the designated carrier or post office.
If the item is found not to be faulty or not covered by the warranty, we may not be able to refund postage costs. In such cases, our customer service team will discuss available options with you in advance.