Mandatory rights come first
Products must meet the standards and guarantees imposed by the law that applies to the sale. A manufacturer warranty or voluntary store promise is additional and does not replace a non-waivable right.
What to send support
Provide the order number, a clear description of the issue, when it began and photographs or video where useful. Keep the product and accessories while the case is reviewed. We may ask for safe, proportionate diagnostic steps but will not require the customer to continue using a product that may be unsafe.
Available remedies
Depending on the issue and applicable law, the remedy may be repair, replacement, price reduction or refund. The seriousness of the failure, reasonable product life, use and available parts can affect the remedy. We cover reasonable return costs where the law requires.
Use, care and exclusions
A remedy may not apply to damage caused solely by accident, unauthorized alteration, consumable depletion, ordinary wear or use contrary to clear supplied instructions. These exclusions do not apply when the instructions, warning, product or claimed durability was itself inadequate.
United Kingdom distance-selling rights
For most goods bought online, you may cancel without giving a reason within 14 days after delivery, then have another 14 days to send the goods back. We refund within 14 days after receiving the goods back or receiving evidence that they were sent, including the basic outbound delivery charge where required. We deliver within the agreed period and, unless a different period was agreed, no later than 30 days. Exceptions and permitted deductions apply only where the law allows.