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Guarantee and Returns

Guarantee

All products are covered by a manufacturer guarantee covering manufacturing defects and breakdowns due to faulty components. Guarantees are limited to domestic use only and excludes consumable items such as belts and needles as well as misuse or accidental damage.

Pfaff & Viking Husqvarna - 2 years parts and labour, 5 years parts guarantee (Excluding 140s and 160s, E10 and E20 models).

Brother - 3 year parts and labour guarantee

Cricut - 1 year guarantee

Janome - 2 years

Veritas - 3 years

All other products - minimum of 2 years.

Returns 
Our policy lasts 30 days from delivery with a 14 day refund and 30 day exchange policy - terms apply.

We offer a generous 30-day no-hassle returns period on items purchased through our website or over the phone.

Within 14 calendar days, you can return unused items for a full refund. Within 30 days, you can return items in exchange for other items of the same value or higher.

If you would like to return an item for any reason, you can request a Returns Number (RMA) from us.  You will need to return the item(s) to us so that we receive it within 14 days of being given this RMA. We will process your refund or exchange within 14 days of receipt of the returned item.

Any unwanted items must be returned, in original packaging and condition, as new, undamaged, unused and in a resalable condition. Any free gifts or promotional items supplied must also be returned. If inspecting a product and wish to return the returned product(s) must not be used or activated.

After the 30 day period has expired or once the item has been used, you are covered under the product guarantee.

Exchanges (if applicable) 
If your item is being returned unused in as new condition within 30 days we can also offer an exchange.

Replacement original packaging may be able to be supplied (a cost will apply) if you have discarded the box or polystyrene. We cannot guarantee that replacement packaging is available for all products. Please keep the packaging if you can.

Non-returnable items: 
- Gift cards 
- Software products 
- Used items

To complete your return, please return your item to the address shown on the delivery note along with the returns reference number beginning RMA.

There are certain situations where only partial refunds are granted or returns refused (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Cancellations
If you wish to cancel an item before delivery we will do our best to carry out a cancellation request, however it may not be possible to stop delivery once an item has been ordered - especially in busy periods such as sales or periods of high demand. If delivered, the item must be returned as per this policy for your order to be cancelled. If any free gifts are sent and a machine order subsequently cancelled, the value of the gift items will be deducted from any refunds given until the items are returned.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days. If any free gifts are sent and a machine order subsequently cancelled, the value of the gift items will be deducted from any refunds given until the items are returned.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first please re-check your bank account after 10 working days of the refund being processed by us.
If you’ve done this and you still have not received your refund yet, please contact us.

Shipping 
To return your product, you should contact us to receive your Returns Number and correct returns address. We cannot accept returns without a valid returns number.

You will be responsible for paying for your own shipping costs for returning your item. Premium Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are returning an item valued over £20, you should consider using a trackable shipping service with shipping insurance. We cannot guarantee that we will receive your returned item.