Terms & Conditions, Returns
We warrant any new appliance for 12-months from date of purchase, provided that your usage is domestic and not commercial or industrial cycle; provided that you use and maintain the item in line with the instructions, and provided that you use demineralised or filtered water - especially if you live in a hard water area - for steam producing devices. Vacuum cleaners and other motorised appliances must have their filters and other consumable parts maintained in line with the instructions.
We do not offer a warranty on spare parts or consumables or accessories or cookbooks.
Please make contact through the Contact Us link on this website before seeking after sales service or to enquire about an item on the shop.
Always retain your packaging and proof of purchase; if you return an item to us, always enclose a copy receipt and contact details and/or transactional references please, it will make processing any refund due quicker. We ask for this information even if we are arranging the return on our account.
It is your responsibility to adequately pack and protect any returned items, and to ensure they are empty - inadequate packaging resulting in breakage or water spill due to non-emptying will delay or nullify any refund or corrective process.
If you are returning an item within 14-days of receipt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we can only authorise a product refund if the item is returned in an as-new condition. We reserve the right to withold some of your original purchase cost if the item or its packaging is damaged, used, or in an unreasonable condition. We will not refund any separate p&p costs if p&p had been originally charged as a separate item. Return costs under Buyer Remorse are at the cost of the Buyer.
If your product purchase is made via another company (that is to say, it may be our name on the box but you paid a third party), please be aware it is that third party company that has your money, not us. Therefore, if an item is returned and a credit is authorised, it is that third party company who will refund your purchase transaction in line with the terms that you did agree when you made their transaction.
We will not reimburse return postage charges, please note, if returned under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or where an item is returned but is found to be faultless. Therefore, we urge you to always contact us first, as described above.
If as part of our Customer Service routines we authorise a return, the carrier will be either InPost UK (a locker service whereby we send you a label and you safely deposit it in a nearby secure locker) or MyHermes (a convenience store service whereby we send you a label and you take it to a nearby store) and please note that it will not be a personal collection from your residential or other daytime address.
Our website prices may exclude delivery, which is added as the penultimate step in the checkout process; if p&p is charged, delivery is by barcode traceable carrier on a max 48-hour service (weather and extreme distance permitting); allow a max of 21-days for orders to be fulfilled, though our target is to process all orders within 2-working days from receipt.
We want you to be happy, we want to give you good service and we want you to come back to us for more and we also do not want to be abused, so we're sorry if all of the above sounds a tad draconian however not everyone who reads these notes is as responsible as you. Thank you so much for getting to here.