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My machine has a problem - what should I do?Updated 2 days ago

My machine has a problem - what should I do?

Don't worry, we're here to help. Whether your machine arrived with an issue or has developed a fault, we'll work with you to get it sorted.

✓ Free collection available ✓ Authorised service centre ✓ We're here to help
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Start with our troubleshooting guides

Most common machine problems can be fixed quickly. Our guides walk through the most frequent issues, so it's always worth checking here first as it could save you a lot of time.

Go to troubleshooting guides →
Step by step

What to do if your machine has a fault

If our troubleshooting guides don't resolve the issue, here's how we'll help you from here.

1

Get in touch

Contact us with your order number and a description of the problem. Photos or a short video are really helpful.

2

We'll diagnose together

We can troubleshoot with you by email, phone, or video call to resolve things without a repair.

3

Agree next steps

If we can't fix it remotely, we'll agree on the best course of action - which may include collection for repair.

4

Repair or resolution

Once we've had a look, we'll repair or replace under warranty, or give you a clear quote if it falls outside warranty.

Warranty & what's covered

We stand behind everything we sell

All of our machines come with a manufacturer's warranty and your statutory consumer rights apply on top of that. If your machine develops a manufacturing fault, we'll work with you to put it right, whether that's a repair, replacement or refund depending on your circumstances.

Even if the issue turns out to be something not covered under warranty, such as accidental damage, wear and tear, or a consumable part that needs replacing, we can usually still help with a paid repair or service. Just get in touch and we'll let you know your options.

Check your warranty details by brand →
Collection costs

Who covers collection and return costs

This depends on how long ago your machine was delivered and whether the fault is confirmed as a manufacturing defect.

📦 Within 30 days of delivery

If the fault is covered by warranty, we arrange and pay for collection and return. No cost to you at all.

✓ We cover collection & return
⏳ 30 days – 6 months from delivery

If a manufacturing fault is confirmed, we cover both collection and return. If no fault is found, collection and return postage costs are covered by you.

Depends on outcome
📅 Over 6 months from delivery

You're responsible for arranging and covering collection and return postage, regardless of the outcome.

✗ Customer covers costs
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What happens if no manufacturing fault is found?

  • → We'll let you know what we found and give you a clear explanation
  • → If repair or servicing is an option, we'll provide a quote before doing anything
  • → If you'd prefer not to go ahead, we can return the machine to you - return postage would be covered by you
Common questions

Questions we get asked most

A few things customers often want to know.

My machine arrived damaged - what should I do?
Contact us as soon as you can with your order number, a description of the damage, and photos if possible. Damage on arrival is treated as a faulty goods case and you're entitled to a full refund or replacement within 30 days of delivery.
Do I need to keep my original packaging?
Yes, please hold on to all original packaging, both the internal foam and the outer box. The packaging is specifically designed to protect your machine during transit, without it, we're unable to arrange collection as we can't guarantee it will arrive safely. 
What if I've already thrown the packaging away?
Get in touch and we'll talk you through your options. Unfortunately, without the original packaging we're unable to arrange collection. The packaging is designed to protect your machine during transit in both directions and we can't take responsibility for any damage without it. If you have a Janome machine, spare packaging is available to purchase directly from Janome. For other brands, replacement packaging isn't currently available, so we'd always recommend keeping hold of it from day one.
How long will a repair take?
It depends on the nature of the fault and parts availability. We'll keep you updated throughout. If you need a rough timeframe upfront, just ask when you contact us and we'll do our best to give you an estimate.
Can I get a replacement instead of a repair?
Within 30 days of delivery, you can choose a full refund or replacement. After 30 days, the manufacturer's warranty covers repair in the first instance, but if a repair isn't possible or fails, a replacement may be offered. We'll always work with you to find the best outcome.
What are my legal rights if my machine has a manufacturing fault?
If your machine has a manufacturing fault, meaning a defect that was present at the point of sale, rather than caused by use or accidental damage, your statutory rights under the Consumer Rights Act apply. These exist alongside the manufacturer's warranty as separate protections. Here's a summary of what you're entitled to depending on when the fault is reported.
Within 30 days
Full refund
  • ✓ Right to a full refund
  • ✓ We cover collection
30 days – 6 months
Repair or replace
  • ✓ We investigate first
  • ✓ We cover collection if confirmed
Over 6 months
Warranty repair
  • ✓ Repair or replace if fault confirmed
  • ✓ You arrange collection

Not sure if your issue is a manufacturing fault or something else? Just get in touch and we'll help you figure it out. See our warranty article for full details by brand.

Got a problem? Just get in touch.

Our team are here to help - tell us what's happening and we'll take it from there.

📞 01209 216 942 ✉ Message us
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