I think there's a fault with a product I bought from you. What should I do?

If a product you purchased from AllGroom has a manufacturer’s fault or defect, please get in touch. We will first attempt to repair it. If a repair isn’t possible, we will offer a replacement, or if that’s unavailable, a refund. All warranty decisions are made at the discretion of our authorized repair agents.

All products are covered for manufacturers defects for 12-months from the date of purchase. Do not attempt to repair the item yourself, as this may void the warranty or make the problem worse. Warranty repairs must be handled by us; do not send the product to another repairer. Using a faulty product may be unsafe and void your warranty. 

How long is the warranty period?

All items we sell come with a 12-month warranty covering manufacturing faults or defects. 

What does the warranty cover?

The warranty covers manufacturing faults or defects. It doesn't cover normal wear and tear, or issues caused by incorrect use or incorrect storage.

What's the warranty returns process? 

Step 1: Fill out the Returns Form, or get in touch. Tell us what's wrong. We'll check you're covered by the warranty and get your return approved.

Step 2: We'll send you a pre-paid return label to send the item back to us. 

Step 3: Once received, our authorized repairer will inspect the item. Depending on what's wrong, we'll usually repair, replace or refund. We'll be in touch with the outcome. 

How long do repairs usually take? 

Normally, repairs are completed within 10 working days, depending on part availability and current demand.

Can you send a replacement before I return the product?

We can not replace or refund an item that has not been checked by the authorised repairer first. With all warranty returns, it's essential that the authorised repairer is given a chance to inspect and attempt to repair the item first. 

Can I choose to have a refund instead of a repair or replacement?

A refund can only be provided when a product is unable to be repaired or replaced first in a reasonable time-frame. 

Does the Consumer Guarantees Act apply?

Yes, products bought from AllGroom for consumer use are covered by the Consumer Guarantees Act. Please note that products used for business purposes are not covered by the Consumer Guarantees Act, but as your supplier, we stand by our products and will still look after you following the process outlined above.