All of our products are sold with a minimum of 12-month warranty. Some products, such as our own Livewell exclusive range, carry an extended 2 Year Warranty for additional peace of mind, covering parts and labour but excluding use relating to general wear and tear. Our warranties cover domestic use only and exclude any commercial use, unless expressly stated in writing alongside the sales invoice.
Before making a warranty claim, please double-check the user manual to ensure that the product has been correctly assembled as per the instructions. Sometimes if a part is missing or the steps have been followed out of sequence then this cause issues. If you are satisfied that the product has been assembled correctly then please proceed to contact a member of our support team on our freephone number. We will endeavor to diagnose and resolved the issue over the phone however depending on your warranty period, we may need to supply you with a spare part to resolve the issue.
We may also need to request an image or video of the fault you are experiencing to help us get the item working as quickly as possible for you. This will be required if an engineer visit is needed to help us verify the parts needed to fix the item.
We aim to be able to provide a first time fix over the phone as much as possible, but sometimes an engineer visit is required for mechanical or electrical faults. If an engineer visit is required our call out time is within 7-10 working days. If you are within the first 6 months of purchase the first visit will be provided free of charge to support with diagnosing the fault. After 6 months has passed there will be a holding deposit of £45 for us to arrange a diagnosis visit, if the fault is confirmed as a manufacturing fault the charge will be refunded straight away.
After the first six months of ownership it will be down to the original buyer to prove the fault was present at the time of purchase. To make a warranty claim, you will need the original proof of purchase, details of the problem and a photocopy of the warranty or guarantee to make a claim. Remember that we reserve the right to make a deduction from any refund for fair use after the first six months of ownership, but only if an attempt at a repair or replacement is unsuccessful.
Unfortunately, the manufacturer warranty can only be registered once, and only to the original owner of the goods when purchased as new. When selling your product, we advise you to give an accurate representation of the product’s age, condition and service history along with a clear description of the limited warranty conditions.