If an item purchased from Andertons develops a fault, we're here to help. Whether you've recently received your order or have owned the product for some time, we'll review the issue and explain your options.
How Do I Report a Fault?
Please complete our Repair Enquiry Form, providing the following information:
- Your order number or proof of purchase.
- Product name and serial number, if available.
- A description of the fault and when you first noticed it.
- Details of any troubleshooting you've already tried.
- Photos or a short video demonstrating the problem, where helpful.
Please contact us before returning your item or arranging a repair yourself.
Did your item arrive damaged? Please see My Delivery Was Damaged, Is Missing, or Incomplete for guidance on reporting delivery damage.
What If My Item Develops a Fault Within the Returns Period?
If your item develops a fault within 14 days of delivery, please report it using our Repair Enquiry Form as soon as possible.
We'll review the issue and advise on the available options, which may include a refund, replacement or repair.
Please note: Our standard 14-day returns policy does not affect your statutory rights. Under the Consumer Rights Act 2015, you generally have 30 days from delivery to reject faulty goods for a full refund, provided the relevant legal conditions are met.
If a fault develops after 30 days, you may still be entitled to a repair, replacement or another remedy, depending on the circumstances.
What warranty cover does my item have?
| Item | Standard UK warranty cover |
|---|---|
| New items | 12 months against manufacturing defects |
| Second-hand items | 3 months parts and labour |
Some manufacturers offer longer warranties or optional extended cover. You may need to register to activate an extended manufacturer warranty. Certain components, such as valves, may have shorter manufacturer warranty periods. Cover varies by product and manufacturer, and UK terms may differ from those shown in international manuals or websites. If you need help checking the cover for your item, include its details in your enquiry.
What happens after I contact you?
We’ll review the information you provide and explain whether troubleshooting, inspection or a return is needed. Depending on the circumstances and your rights, the appropriate solution may be a repair, replacement or refund.
For warranty repairs, we can coordinate with the manufacturer or its repair agent. Covered warranty repairs include collection and return within mainland UK. If the item needs to be returned:
- Wait for our return or collection instructions.
- Pack it securely using its original packaging or suitable protective alternatives.
- If you don't have suitable packaging, tell us before we arrange collection.
Please obtain our agreement before commissioning a third-party repair if you want us to cover the cost.
What if the damage was caused by use or a modification?
Warranty cover applies to manufacturing defects. It does not cover damage caused by accidents or misuse. Damage caused by an unauthorised repair or modification may also fall outside warranty cover. We’ll explain how this applies to the problem reported.
What if my warranty has expired?
If your warranty has expired and you need a paid repair, please contact the manufacturer or a suitable repair specialist directly. They can advise on repair options, availability and costs.
Your warranty is additional to your statutory rights, which may still apply after the warranty expires, including for second-hand items. If you believe the fault relates to the item’s original quality or durability, rather than accidental damage, misuse or normal wear and tear, please contact us with your order details and a description of the problem so we can assess it.
What if I ordered from outside the UK?
Warranty support is arranged through the UK. Please contact us before returning an item or arranging a local repair. See Can I buy from outside the UK? for international warranty and return arrangements.