GUARANTEE - PARTS & LABOUR + SERVICING (updated 20th October 2018)
30 day Exchange Guarantee.
If you're not happy with one of our products for any reason we will exchange it within 30 days (14 day returns for refunds) View our full returns policy
FREE SERVICING OFFER
For machines eligible for our 15 year guarantee we include a NO COST SERVICE up to once a year. We only ask that you as the customer cover the carriage cost for the return of the machine to one of our service centres.
If you would like your machine sent to us (mainland UK only), we can arrange a return service via courier. We then service your machine and redeliver your machine back to you. The total cost of this service is £30 inc. return postage. This represents a huge saving as the cost of getting a sewing machine serviced locally around the country normally ranges from £60 to £100. If you are local to us you can of course bring your machine in to our service centre at no cost.
Please keep the original box and internal packaging your machine arrived in if you wish for us to arrange the return your machine during the guarantee period*.
Agency models are machines that we sell on behalf of Janome, Elna and Brother the guarantee for these machines vary from 1 to 3 years parts and labour only.
Our guarantee gives you fantastic peace of mind when buying your new sewing machine. If your machine needs to come into us for attention for any reason, within the first 6 months of purchase carriage is free of charge. After the first 6 months, we ask you as the customer to cover the carriage cost for the return of the machine to one of our service centres. We can arrange carriage with our couriers for £30 (collection and return) on the condition that you have the original packaging.
Guarantees from the Manufacturers
Our Machines are brand new and have a full manufacturer’s warranty. Registration may be required. Manufacturers warranties normally vary between 2 years and 5 years and will be confirmed within each product listing.
Our extended guarantee on selected models
Benefit from our extended parts and labour guarantee selected models. When purchasing a selected new machine from us, you're safe in the knowledge that you can buy with peace of mind.
What's covered? Electrical and mechanical components - as per the manufacturers Guarantee.
What's not covered? Naturally this extended cover excludes wilful damage, misuse, overuse and commercial use. Consumable items such as but not limited to foot pedals, belts, bulbs, bobbin cases, needle plates and needles are also not covered as per the manufacturer's guarantee.
OPTIONAL SERVICE PLAN
An additional optional extension to this guarantee which includes free return via courier & re-delivery for the lifetime of this guarantee + servicing up to once a year is available at the current one-off cost of £79.95 (for machines up to £999 - full value of guarantee £199.95) and can be added at the point of sale or within 6 months of purchase.
Important Notice re. Business use
With the exception of industrial machines, or where specified on your invoice, we do not guarantee any machine for any business use. Our guarantee is for domestic home use only. We also offer an educational use guarantee between 2 and 5 years depending on the model(s) chosen, when the machine is to be used within an educational setting. This valid for purchases by schools, colleges, university and local authorities. If you are a charity, please inform us at the time of purchase and we will advise on the guarantee we can provide depending on the use of the machines.
Authorised service centres
Our engineers are trained sewing machine mechanics who are certified by the brands we supply. As a condition of our guarantee, you may only use our service centres and engineers to perform maintenance and/or repairs on your product. Please seek permission prior to taking the machine to another engineer. If you take your machine to an unauthorised engineer, you may void your warranty. If you have a local service centre you wish to use, please discuss this with our service team.
All our new sewing machines undergo a pre-delivery factory inspection and are tested for your assurance. You can be confident that your machine will reach you, ready to tackle the toughest tasks, straight from the box.
What happens if my new machine arrives faulty or becomes faulty?
If for some reason your new machine is found to be in need of attention due to problems caused through faulty components, for a period of 6 months we will arrange a carriage-paid return label. We will then repair and return your machine - available to UK mainland customers only. If you are outside of the UK mainland, please return the machine via a carrier of your choice to one of our service centres and it will be returned to you free of charge. We cannot reimburse costs incurred for return by your own carrier.
Please contact us first as all repair/returns must be authorised prior to being sent. We will send you a returns form to complete so your repair/return can be authorised.
IMPORTANT NOTICE: Please keep the original box and internal packaging your machine arrived in if you wish for us to arrange the return your machine during the guarantee period*.
This guarantee does not affect your statutory consumer rights
New Industrial, professional and commercial sewing machines are covered for 1 year return to base guarantee - we cannot arrange a courier for these items. Ironing presses marked professional or HD are domestic machines however are covered with a 6 month guarantee when used for business purposes.
* Return service available from UK mainland area only. Return and re-delivery charges apply after 6 months of original purchase date.