My product has developed a fault – what should I do?

If a product develops a fault after it has been received or used, the next steps will depend on whether the product is covered by a manufacturer or supplier warranty.

If your product arrived damaged, please follow our damaged-item process instead.

My product arrived damaged

If your product was damaged when it arrived, this is different from a product that develops a fault after delivery or use.

Please see What do I do if my item is damaged, missing or wrong? for information about reporting delivery damage.

My product has developed a fault

If your product was received in good condition but has subsequently developed a fault, first check whether it is covered by a manufacturer or supplier warranty.

For some products, the manufacturer or supplier may handle the fault directly.

My product has a warranty

If your product is covered by a manufacturer or supplier warranty, please contact the warranty provider directly using the warranty information supplied with the product or shown in the product documentation.

The warranty provider may ask for:

• Proof of purchase
• Product details
• Model or serial number
• A description of the fault
• Photos or videos of the issue, where applicable

For some products, including certain boilers and appliances, the warranty may need to have been registered with the manufacturer and claims may be handled directly by them.

If you're unsure whether your product has a warranty, see How can I check if my product has a warranty?

My product doesn't have a warranty

If you cannot find a manufacturer or supplier warranty for the product, please contact our Online Customer Service Team so we can look into the issue.

Please have the information listed below ready when contacting us.

What information will I need?

To help us investigate a product fault, please provide:

• Your ORD or SHP Order Reference
• The product name or SKU
• The quantity affected
• A description of the fault
• When the fault first developed
• Clear photos or videos, where these can demonstrate the problem
• Details of any troubleshooting already carried out
• Details of any contact you've already had with the manufacturer or supplier, where applicable

Photos or videos may not be suitable for every type of fault, so please provide them where they help demonstrate the issue.

What happens after I report a fault?

The next steps will depend on the product, nature of the fault and any applicable warranty.

The product may need to be assessed before we can confirm the appropriate resolution. Depending on the circumstances, this may involve the manufacturer or supplier.

A replacement, collection or refund cannot be guaranteed until the fault has been assessed and the appropriate resolution has been confirmed.

Should I dispose of a faulty product?

No. Please do not dispose of the product while your fault or warranty claim is being investigated.

The product may need to be inspected, collected or returned as part of the claim.

Disposing of the product before the issue has been assessed may affect our ability to investigate the fault.