I need help with a faulty product
If you suspect that you have received a defective product, please get in touch with us via email or live chat. Kindly include any photos or videos of the fault if possible, to help us diagnose the issue and provide a speedy and accurate solution.
It may not always be easy to determine whether a product is faulty, as our items are highly technical and factors such as water pressure, electrical supply, and professional installation can all contribute to problems. Therefore, please do not remove an item that you suspect is defective without first speaking to our team. We can often provide technical support, send replacement parts, or arrange for the manufacturer's technical team to assist you directly in resolving the issue.
Please note that we and our partners will not cover any refitting or associated costs that could have been avoided. For example, leaks can sometimes occur at the point where a tap handle meets the tap body, which is often caused by debris getting trapped between the ceramic cartridge discs, preventing them from closing. This problem can often be easily and quickly resolved by removing and rinsing the cartridge, without the need for professional replacement. We reserve the right to collect and test an item to determine the cause of a reported fault, which may take up to 28 days. However, we will always strive to act as quickly as possible. If necessary, we may provide you with a chargeable replacement, refunded upon confirmation of the original fault.
Please be aware that if a reported faulty item is found to be functioning correctly, we will not be able to refund any replacement used. We may choose to send an engineer to assess a reported fault in some cases, and you may be charged for the engineer site visit if the issue is due to installation, environment, or misuse. Once we have confirmed a fault, we will advise you on the best course of action based on the time that has passed since you received the item.