We listen first
Tell us what happened. We will confirm your order and explain the next step before anything is collected or sent away.
Here when something goes wrong
Warranty and returns, explained clearly
Your product should arrive as described, work as it should and be safe for normal use. If that does not happen, you can speak to us without needing to understand legal language first.
Your purchase is traceable
We keep the order, payment and serial record so you do not have to prove the history from memory.
No silent decisions
We will tell you what we found, what support applies and why a remedy is approved or declined.
When a product is faulty
Contact us as soon as you notice the problem. During the first six months after collection or delivery, a product that is defective, unsafe or not reasonably suitable for its normal purpose may qualify for repair, replacement or a refund. The choice of remedy belongs to you once the product qualifies.
We will arrange and pay for the return of a product reported as faulty during this period so that it can be inspected. Inspection confirms the cause of the problem; reporting possible damage does not create an automatic rejection.
If a repair does not solve the problem
If the original problem remains after a repair, or another fault appears within three months of that repair, tell us straight away. A qualifying product can then be replaced or refunded, and we will explain those choices before proceeding.
Extra supplier or manufacturer cover
Some products may include cover that lasts longer than the initial protection described above. Once that cover is confirmed from the supplier, we will show it on the relevant product page and retain it with the product and serial records. Extra cover adds support; it does not take away the rights you already have.
The available remedy after the initial period may depend on the terms of that extra cover. We will explain the applicable terms before you agree to a repair or return.
Accidental damage, wear and alterations
Warranty support is intended for product failures, not ordinary wear, accidental damage, misuse or unauthorised alterations. We do not make that decision from a checkbox alone. The product and supporting information are assessed, and you receive a clear outcome.
Changed your mind about an online order
For eligible online purchases, you can contact us within seven days after receiving the product if you change your mind. You are responsible for the direct return cost. Keep the product complete, take reasonable care of it and include its accessories and packaging where possible. We will tell you before the return if a legal exception applies to that product.
Damaged or incorrect delivery
Tell us within 48 hours if the parcel arrives damaged or contains the wrong product so we can act quickly with the delivery partner. If you contact us later, we will still assess any rights that may apply rather than treating the 48-hour request as an automatic loss of support.
Start with a conversation
Send your order number, the email and cellphone used at checkout, the product serial number and a short description of the problem. Photos or video help us prepare, but we will guide you if you are unsure what to send.