My purchase has developed a fault

All products sold by us are covered by the normal one year return to base guarantee (from the original purchase date).

If it is over 1 year since your purchase our warranty no longer applies but we may still be able to help. Many manufactures offer either an extended warranty, or the option to purchase replacement parts for a nominal fee.

Should you be unfortunate enough to have a problem with a product bought from us, please contact our support team before returning your goods and we will do our best to resolve the problem as quickly as possible. 

It often helps if you can include some photographs and a detailed description of the problems you have experienced.

To contact our support team and send us photographs, please send us an email. We require all faulty products to be returned to us in order to process any refunds or complete replacements.

If you are a UK based customer who purchased online or by the telephone, once a warranty fault has been confirmed we may be able to arrange collection of faulty goods.

If you bought the item in store, please return the item to us in person. You may need to leave the item with us for a short period while we inspect and assess the fault.

IMPORTANT

Please note that to protect the health and safety of our staff and customers, we will not handle or accept any items that show signs of mould, damp contamination or dirt.

If your faulty item requires a repair, replacement or warranty assessment and it has any of the signs above, please ensure that:

The item is fully cleaned and dry before bringing it to the store or returning via post

All visible mould or dirt is removed and the item is dry and safe to handle

The item is transported in a clean bag

Once the equipment is clean and free from contamination, we will be happy to inspect it and provide assistance with repairs, spare parts or warranty enquiries. 

We reserve the right to refuse to carry out any inspection if the returned item is not in a clean and dry condition with any signs of the above issues. The item will be returned back to you to resolve. You will then need to return it back to us at your own cost.

Thank you for helping us maintain a safe environment for everyone.