Warranty Claims

If you have an issue with your product and suspect that it needs repairs or even a replacement, it may mean that it’s time to file a claim.

Navigating the Warranty Claim Process

When you contact us, we will ask for the following minimum level of information about the product: –

• Manufacturer’s product code
• Serial number
• Your original order reference
• Fault description

We will then trace the product on our order processing system and issue a Claims Number (C)N authorisation. The CN will be emailed to you confirming the details and stating the agreed actions. A copy of the CN must accompany the product when you return it.

We handle warranty claims in two ways;

A) We will send a Claims Agent to pick up the product.

Our Claims Agent will pick up the item and issue a Pick up Slip.

Upon return of the original product, we will inspect or test it to confirm the fault and make an initial assessment of the reason for failure; we will then discuss our findings with you to determine the next step.

If the warranty claim looks reasonable to us, and depending on the manufacturer or product, we will then arrange the fastest resolution to the claim and keep you fully informed of progress through any additional third party processes.

When a warranty claim is accepted by all parties involved we will have the product fixed or replaced at no cost to you.

B) We will send the Claims Number authorization to the dealer or manufacturer to contact you.

The manufacturer will contact you and either (a) ask you to take the item for review at the official service centre or (b) send a service agent to review your claim at your address.