How do I report a potentially faulty or damaged product?

If you’re asking “How do I report a faulty or damaged product?”, the process is straightforward. We’ll guide you through documenting the issue, providing the necessary details, and what happens once our team has assessed your case.

Step 1: Inspect and document the issue

• For damaged items: take clear photos of the product, packaging, and shipping label.

• For potentially faulty items: check setup and usage against the instructions, and if the issue persists, record photos or videos showing the problem.

• Keep all original packaging, labels, and parts until the matter is resolved.

Step 2: Contact our team

• Use the Live Chat widget in the bottom right corner to report the issue.

• Provide your order number or proof of purchase.

• Share a clear description of the issue, along with any photos or videos.

• If available, include the product barcode or serial number.

Step 3: Assessment process

• All potentially faulty or damaged products must be reviewed before resolution.

• Our team may provide troubleshooting steps, request further evidence, or arrange an inspection.

• In some cases (such as jewellery or electrical goods), a specialist assessment may be required.

Step 4: Resolution

• If confirmed, we may arrange a repair, replacement, discount, or refund.

• You will be informed of the next steps and timeframes once the assessment is complete.