Refunds and Returns

We offer outstanding guarantees in addition to always honouring the manufacturers' guarantees and warranties. Please check the exclusions that apply to the warranties before making a claim — see below.

Claiming on your warranty

If your product develops a fault:

  1. Look for any obvious reasons for the breakdown and consult the manufacturer's guidance on our website or theirs.
  2. If that doesn't resolve the issue, contact our technical support team, who will be happy to help.

Call 01922 21 33 33, 9am–5pm, Monday to Friday, or email support@birchills.net. Please have your model number and date of purchase to hand.

If we can't repair your item, we'll replace it with an item of equivalent specification. If no equivalent product is available, we'll discuss an alternative settlement with you — and we'll always do our best to make sure you're satisfied with the outcome.

What the warranty won't cover

  • Accidental damage — for example, if your item has been dropped
  • Repair costs caused by external factors such as computer viruses, faulty software, fire, theft and weather (including lightning damage)
  • Consumables such as batteries
  • Cosmetic damage such as trim, scratches, dents, corrosion or colour, where the function of the product is unaffected
  • Data loss
  • Any loss suffered as a result of not being able to use the product
  • Servicing, inspecting or cleaning of the product, and failure to follow the manufacturer's instructions and/or installation guidelines
  • Deliberate damage or neglect of the product

Returns not covered by warranty

We supply services and products to other businesses within our terms and conditions, and there is no cooling-off period. Products are purchased by us to fulfil specific customer requirements, so please make sure you understand what you're buying and that it meets your requirements.

If you wish to return equipment that has been correctly supplied, we'll seek authorisation from our supplier to return it. If they're willing to take it back, we'll arrange shipment details with you and agree the restocking and carriage charges in advance. Please contact us before returning any item so there are no misunderstandings.

Other refunds

If there's an error in the way we've billed you — in either direction — we'll correct it as soon as possible and make the adjustment in your next Direct Debit if we can. If you're unhappy with how we've handled anything, see our complaints procedure.