Faulty Goods & Manufacturer’s Warranty PolicyUpdated 7 hours ago

At The Sewing Studio, we want you to feel confident in your purchase. All our new machines come with a manufacturer’s warranty, which covers any manufacturing faults or defects as outlined by the manufacturer.

Before You Contact Us

If you’re experiencing issues, please check our troubleshooting guides first, they cover common problems to get you sewing successfully in no time.

Reporting a Fault

If the problem continues after troubleshooting, please contact us promptly with your order number and a description of the issue. Photos or videos can help us to assist you faster. 

Manufacturer’s Warranty Repairs

Where a manufacturing fault is confirmed, we will repair the item under the manufacturer’s warranty, in accordance with their terms.

For detailed information, please refer to the individual manufacturer’s warranty details here: Manufacturer Warranty Information.

What’s Not Covered

• Damage caused by misuse, accidental damage, neglect, or normal wear and tear.

• Faults outside the scope of the manufacturer’s warranty.

• Unauthorised repairs or modifications.

Legal Rights Regarding Faulty Goods

• Within 30 days of delivery, you can return a faulty item for a full refund, provided the fault was not caused by misuse, accidental damage, or customer error.

•  For faults with products over 30 days old but under 6 months, the item will need to be inspected to determine whether the issue is due to a manufacturing defect.

• For products over 6 months old, the consumer is responsible for proving the fault is manufacturing-related. Once proven, we reserve the right to further inspect the product to verify the defect. If confirmed, we will repair or replace the item.

These rights are in addition to any manufacturer’s warranty.

If No Manufacturing Fault Is Found

If, after inspection, we determine that the issue is not due to a manufacturing fault, we will:

• Provide you with a quote for repair or servicing, if available.

• Await your approval before carrying out any chargeable work.

• Offer the option to return the item to you at your own cost, should you decide not to proceed with the repair.

Please note: If collection was arranged by us and the fault is not covered by warranty, you will be responsible for the original collection cost and the cost of returning the item.

Return & Collection Costs for Warranty Repairs

• If a product is reported faulty within 30 days and the fault is covered by the manufacturer’s warranty, we will arrange and pay for collection.

• For faults reported after 30 days, but within 6 months, if the fault is confirmed under warranty, we will arrange collection at no cost to you. However, if no manufacturing fault is found, the customer will be responsible for the cost of the original collection and must arrange and cover the cost of having the item returned to them. 

• For faults confirmed after 6 months, the customer is responsible for arranging and paying for collection and return postage regardless of warranty status.

How to Proceed

1. Please start by consulting our troubleshooting guides to see if you can resolve the issue quickly.
2. If the problem persists, contact our customer service team with your order details and a description of the fault. We’re happy to help! 
3. We may troubleshoot the issue with you via email, phone, or video call to try and resolve it remotely.
4. If the fault cannot be resolved remotely, we may ask you to return the item to us for inspection and repair under the manufacturer’s warranty.

If you need further assistance, please contact us.