Warranty Claims Mailing Address:
141 Great Bridge Street,
B70 0DA, West Bromwich
United Kingdom
Service UK
Warranty Period:
24 months for individual consumers, 12 months for businesses, except for the following items:
3 months - burners and light bulbs
6 months - batteries
Prior to returning faulty products to our service team, verify the status of the battery, connections (for electronic devices), and ensure the product was used as per the guidelines and its intended purpose.
If the defect or failure is due to other factors, please download, complete and submit the Complaints form. The more information you provide, the quicker and more effectively we can process your complaint.
The customer is responsible for retaining and providing all purchase documents (sales receipt or invoice, order number, date of purchase) to validate their warranty claims.
The product doesn't have to be returned in its original packaging. Our service team isn't concerned about original boxes (unless returning undamaged equipment). However, the items should be securely packaged to prevent damage during transit. We are not responsible for any damage incurred during shipping.
The customer is responsible for all shipping costs.
If the customer wants to return the product and cancel the web-based purchase agreement or replace the item, they must submit all necessary documents (invoice, sales slip) and a clearly completed Declaration on withdrawal from the Agreement form. Returned/replaced items must be in their original, untouched packaging and show no signs of wear and tear.
Complaints are processed within 14 days. We strive to handle complaints faster, depending on the volume of shipments received from customers.
The service team ships repaired or replaced equipment at our expense, except when replacements are made at the customer's request (changes to the Agreement) and for post-warranty repairs, where all expenses are borne by the customer.
For address changes or other requests, customers should complete the complaint form. This provides more comprehensive and detailed information than any handwritten note attached to the product.
For post-warranty repairs, the customer covers all shipping costs. Our service team will perform a thorough analysis and update the customer about the costs and repair duration. After receiving payment for post-warranty services and return shipment, the equipment is repaired and sent back to the customer. These repair services come with a 3-month warranty.
If the customer declines the cost estimate and decides to cancel the repair, they will receive the product after paying for return shipping. The service team does not charge for the cost estimate, but if the repair is cancelled, the service team will not disclose details of the damage.
In the event of a third repair of the same fault during the warranty period (due to product quality or improper repair), the customer has the right to return the product and request a refund, a fault-free replacement, or an equivalent product.
Should you have any questions or concerns, please get in touch via email. Our service team's contact information is available.
Our service team does not modify the product's structure (particularly electronic items) to avoid breaching manufacturer’s certifications.
Repairs not covered by warranty include: products with physical damage, damage caused by the customer or inadequate packaging. Such products can only be repaired for a fee.