Warranty

This page explains the product support available from NESFORM and how a product-specific guarantee relates to your rights under UK consumer law.

Your statutory rights

Goods sold to UK consumers must be of satisfactory quality, fit for their stated purpose and as described. If a product does not meet those standards, the law may entitle you to a refund, repair, replacement or price reduction. The remedy depends on the problem, when it appears and the circumstances of the purchase.

A voluntary warranty or guarantee adds to these rights. It does not replace or restrict them.

Product-specific guarantees

NESFORM does not apply one standard guarantee period to every product. If a product comes with a separate NESFORM or manufacturer guarantee, the product page or documents supplied with the order will state:

who provides the guarantee;
how long it lasts and where it applies;
what it covers and any exclusions; and
how to make a claim.

The guarantee terms shown when you order apply to that product. If no separate guarantee is stated, your statutory consumer rights still apply.

How to report a problem

Use our Contact page and include:

your order number or other proof of purchase;
the product name, size and finish;
a clear description of the problem;
photographs or video where they help show the issue; and
when and how the item was installed.

Keep the product, fixings and packaging until we have reviewed the issue. Do not send anything back without return instructions.

Installation, wear and accidental damage

Information about installation, cleaning and expected finish changes will appear on the relevant product page or instructions. Damage from unsuitable fixings, incorrect installation, misuse, unauthorised alteration, harsh cleaning products or an accident may fall outside a voluntary guarantee. Normal wear and an expected change in a living finish are not necessarily product faults.

We assess each case on its facts. These points do not remove any remedy you have for goods that were faulty, unsafe, not as described or otherwise failed to meet your statutory rights.

Refund processing

If you are entitled to a refund for a faulty, damaged or incorrect item, we will issue it to the original payment method without undue delay and within 7 calendar days of confirming your entitlement. We will assess your claim promptly. Your bank or card provider may take additional time to show the credit after we issue the refund. Read our Refund Policy for details.