Has your product broken? Report it through the contact form and include everything we need straight away. That way, we can help you as quickly as possible.
What we need
- Your order number and postcode. The order number is on your order confirmation and invoice. Was it a gift? Ask the person who bought it for you: unfortunately, we cannot help without an order number.
- Which product it is and when you bought it.
- Photos: one of the whole product and a close-up of the problem.
- How it happened: what were you doing with the product when it went wrong?
- For a torch or other electric product: what you've already tried, such as another cable or charger, or reinserting the battery. A short video helps too.
Submit your warranty claim through the contact form.
What happens next
- We'll give you a warranty number and explain the possible outcome.
- Write the warranty number on the packing slip and send the product and packing slip to us. No longer have the packing slip? We'll email you a warranty form. You send it at your own risk. We'll email you when it arrives.
- Our product specialist will inspect the product and send it to the manufacturer if necessary.
- We always try to respond within 10 days. It can sometimes take longer during holiday periods.
The outcome: we'll repair your product, give you a new product or find another solution together. How long it takes depends on the brand.
What does the warranty cover?
You have a warranty against material and manufacturing defects. If your product breaks because of such a defect during the warranty period, you're entitled to a repair or replacement. The duration and terms of the warranty vary by brand: often at least two years, sometimes a lifetime. Wear and tear is never covered, and damage caused by improper use is almost never covered. Read more in Warranty explained.