Product Warranty
Many of the products we sell are supplied with a manufacturer’s warranty. This page explains how product warranties usually work and how they sit alongside your statutory consumer rights.
A manufacturer’s warranty is provided by the manufacturer and is separate from your statutory rights. Your statutory rights remain with us as the retailer and are not replaced, limited or excluded by any manufacturer’s warranty.
If your goods are faulty, not as described, not fit for purpose or not of satisfactory quality, you may have rights under the Consumer Rights Act 2015. These rights apply in addition to any manufacturer warranty supplied with the product.
Large domestic appliances, including laundry appliances, refrigeration, dishwashers and cooking appliances, are commonly supplied with a manufacturer’s warranty of one year unless stated otherwise.
For genuine in-warranty repairs, the manufacturer or the manufacturer’s nominated service agent will usually inspect and repair the appliance free of charge, subject to the terms of the warranty.
You may be asked to provide proof of purchase, the product model number, serial number, delivery date and a description of the fault. These details help the manufacturer or service agent diagnose the issue and arrange the appropriate repair.
Where contacting the manufacturer is the quickest way to diagnose or resolve the issue, we may ask you to contact the manufacturer’s support team or service centre. However, this does not affect your statutory rights against us as the retailer.
What Manufacturer Warranties Usually Exclude
Manufacturer warranties do not usually cover faults or damage caused by accidental damage, misuse, neglect, abuse, incorrect installation, failure to follow the manufacturer’s instructions, unauthorised repairs, normal wear and tear, or use of the product outside the manufacturer’s stated conditions.
We recommend checking the manufacturer’s troubleshooting guide before requesting a service visit. If an engineer attends and the issue is not found to be a manufacturing fault or is not covered by the warranty, the manufacturer or service agent may charge for the call-out, inspection or repair.
Please note that manufacturer service engineers are not usually free of charge where an appliance has been damaged, misused, incorrectly installed or used outside the manufacturer’s instructions.
Faulty Goods and Your Statutory Rights
If you believe your item is faulty, please contact us as soon as reasonably possible with your order number, full name, delivery address, contact details and a clear description of the fault. Photographs or videos may also help us assess the issue.
For consumer purchases, if a fault is reported within 30 days of delivery, you may be entitled to reject the goods and receive a refund. After 30 days, you may usually be entitled to a repair or replacement in the first instance. Your exact rights will depend on the circumstances, the product and the nature of the fault.
Nothing in this warranty policy limits or excludes your statutory rights. It is intended to explain the manufacturer warranty process and does not replace the protections you may have under UK consumer law.
Commercial Use or Commercial Premises
Some domestic appliances are designed and warranted for normal domestic use only. If a domestic appliance is used in a commercial, business or high-usage environment, the manufacturer’s warranty may be limited or invalid depending on the product, usage and the manufacturer’s terms.
Examples of commercial or non-standard environments may include schools, offices, hospitals, rental properties, business premises, shared facilities, staff kitchens or other locations where usage may be higher than normal domestic use.
If a domestic appliance is used in a normal domestic way on commercial premises, the manufacturer may still consider a warranty claim, but this will depend on the manufacturer’s own warranty terms. If you experience difficulty with a manufacturer warranty claim, please contact us with the details and we will try to assist where possible.
If a domestic appliance is used for a purpose where a commercial-grade machine is clearly required, the domestic manufacturer’s warranty may not apply.
Extended Warranties
Extended warranties may be available on selected products. Availability, duration, cover, exclusions and pricing will depend on the product and the warranty provider.
Extended warranties may be available for selected appliances including built-in electric cookers, freestanding electric cookers, freestanding gas cookers, built-in gas cookers, tumble dryers, built-in electric hobs, fridge freezers, range cookers, built-in gas hobs, washer dryers, dishwashers, freezers, larder fridges, microwaves and washing machines.
Please check the extended warranty documentation carefully before purchase so that you understand what is covered, what is excluded, how long the cover lasts and who provides the warranty.
Extended warranties are optional and do not replace, limit or exclude your statutory consumer rights.
How to Contact Us About a Warranty or Fault
If you need help with a product warranty, a repair, a suspected fault or a manufacturer service issue, please contact us using the form on our Contact page.
Please include:
- Your order number
- Your full name and delivery address
- Your phone number and email address
- The product model number and serial number, where available
- A clear description of the issue
- Photographs or videos, where relevant
- Details of any contact you have already had with the manufacturer or service agent
We will review the information and advise on the next appropriate step.