Warranty is non-transferrable and applies to the original purchaser only. Proof of purchase is required with all potential warranty claims.
If you feel that your purchase has developed a fault, first check whether it is covered by the manufacturer’s warranty and still within the warranty period.
Please provide full details of the fault, together with good quality photos, and email the information to firstname.lastname@example.org. The more detail you can provide, the quicker we will be able to deal with your enquiry. Please include your original order number and telephone number as we may be able to solve the problem without you having to return the item and being without it for any length of time.
In the event you need to post an item back to us, it must be returned in a clean, dry and hygienic condition. Include all relevant information about the fault, as an incomplete form will delay the processing of your return. Please enclose any documents with the item, ensure it is securely packaged and return it in a safe and secure manner as it will remain your responsibility until received and signed for at our shop.
Each warranty return claim is treated on an individual basis and we aim to process them as quickly and efficiently as possible. However, in the event that an item needs to be returned to the UK supplier for inspection and/or testing, the timescale for receiving a decision will vary.
If a fault should develop within 30 days of purchase, providing the warranty claim is valid we will refund or replace the item for you instead of waiting for a repair to be carried out. We will return the item to the UK supplier for inspection if, on receipt, we are unable to find the fault or believe the fault may be due to incorrect use, user error or accidental damage. The final decision will be given by the supplier and a warranty request may be refused.
After 30 days we are entitled to make reasonable efforts to repair a faulty item before issuing a refund or replacement. The timescale for each claim will vary depending on the nature of the repair or availability of replacements or parts. Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part. If a repair or replacement is not possible we reserve the right to offer an alternative of equal or greater value (colour may vary) or a partial refund proportional to the remaining life of the product.
Please see J.Guillem Term of Sales for more about warranty.