I need help with a faulty product

If you’re concerned that you have received a faulty product, please contact us via email or live chat using the buttons on this page. If possible, please attach any photos or videos of the fault to help ensure we can quickly and accurately diagnose the issue and offer a solution.

Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the need for professional installation, it may not always be immediately clear whether the product is faulty or if the problem lies with the installation, the domestic environment, or misuse.

Please do not uninstall an item you believe is faulty before first speaking with our team. It is often possible to resolve a problem quickly and easily by offering technical support, sending replacement components, or arranging for the manufacturer’s technical team to speak to you directly. 

Neither ourselves nor our partners will cover refitting (or other associated) costs where they were avoidable. For example, it’s relatively common to encounter leaks where a tap handle meets the tap body, and this is often due to debris trapped between the 2 discs of the ceramic cartridge, preventing them from closing. Removing and rinsing the cartridge will often resolve the problem easily and quickly, without the need for a professional to uninstall and reinstall a replacement. 

We reserve our right, where necessary, to collect and arrange for the item to be tested to ascertain the cause of a reported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible. If required, we can issue you with a chargeable replacement, refunded upon confirmation of the original fault. Please be aware that if an item is reported as faulty and subsequently found not to be, we will not be able to refund you for a replacement if it has been used. In some cases we may opt to arrange for an engineer to visit and assess a reported fault. You may be charged for an engineer site visit if the fault is found to be down to installation, environment or misuse.

Once we have confirmed a fault, we’ll advise you on the best course of action, depending on the amount of time that has passed since you received the item.

Faults (once confirmed) within the first 6 months

- Within the first 30 days: you have a right to reject the faulty item and receive a full refund once the item has been collected (at our cost) and processed by our warehouse team. Alternatively, we’d be happy to replace it for you, or offer a credit against something else.

- After 30 days, but within 6 months: we will attempt to repair the item, or if that is not possible we will replace it with one of equal value. If we are unable to do so, we will offer you a full refund.

Faults (once confirmed) after 6 months

For faults that occur later than 6 months following delivery, you may be required to prove that the product is faulty by providing a report from a professional installer. In some cases, it may be sufficient to provide details of the fault, images or videos. 

Once a fault has been confirmed, we’ll attempt to repair or replace the item. If we are unable to do so, you will be offered a credit note, usually including a deduction for fair use relative to the length of time you have owned the item and benefited from its use. For example, if an item develops a fault after 3 years and it’s reasonable to expect it to last twice that, you may be offered a credit of 50% of the original purchase price.

Faults (once confirmed) after 12 months

If a fault develops later on in the course of the product’s life, it's usually best to contact the manufacturer directly and claim under the terms of the guarantee they have given you. In most cases, the manufacturer will hold spare parts and will have a strong technical understanding of the products they make.

If you'd like to contact the manufacturer directly, please contact us and we'll provide you with all the relevant contact information. Please be aware that we can only provide details if the manufacturer allows for this.