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.

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 will advise you on the claim process and may need information such as your proof of purchase, product details, serial number and details of the fault.

For some products, including certain boilers and appliances, the warranty may need to be 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.

When contacting us, please provide:

• Your ORD or SHP order reference
• The product name or SKU
• A description of the fault and when it developed
• Clear photos or videos showing the fault, where possible
• Any other relevant information about the issue

What happens after I report the 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 what action can be taken. Depending on the circumstances, this could 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.

What if the product arrived damaged?

A product that arrived damaged is different from a product that developed a fault after use.

If your product was damaged when it arrived, please see What do I do if my item is damaged, missing or wrong?