We're really sorry if you've received a faulty item. We realise how frustrating this can be and go to great lengths to minimise the chances of this happening in the first place.
If you think your product is faulty, you should stop using it straight away. Please report faulty items using this form. You'll need the following info handy -
- Your order number
- Item name
- Delivery postcode
- A contact number
- Was the item installed by an electrician
- Photos that show the fault
Depending on the nature of the fault, we may need to get some technical advice before coming back to you. We'll let you know if we require more information. We may also send you some troubleshooting steps to follow.
Returning Faulty Items
If we've confirmed that the item is faulty, we'll ask you to return it to us.
Please note, we can't accept items that are faulty as a result of improper use or installation.
Within 30 days of delivery
If a fault is confirmed within 30 days of delivery, you'll be able to return it for free for a full refund, repair or replacement.
After 30 days of delivery
If a fault is confirmed after 30 days of delivery but within 6 months, you can choose to have the item repaired or replaced.
In some cases, we may only offer you a repair or replacement rather than giving you the choice, where one option is disproportionate to the other (e.g. cost).
If it's not possible for us to offer a repair or replacement, you can choose to keep the item and receive a partial refund or return the item for a refund.
Returning Faulty Items
If we've confirmed that an item is faulty within 30 days of receipt, you can return it for free for a full refund, repair or replacement.
If you received your item more than 30 days ago (but within 6 months), you can choose to have the item repaired or replaced.
In some cases, we may only offer you a repair or replacement rather than giving you the choice, where one option is disproportionate to the other (e.g. cost).
If it's not possible for us to offer a repair or replacement, you can choose to keep the item and receive a partial refund or return the item for a refund.
Please note, we can't accept items that are faulty as a result of improper use or installation.