Extended Guarantee Frequently Asked Questions

Q/
I bought my machine from you and I think there's fault, it is still under guarantee, so what should I do now?

A/
Contact us as soon as possible. Please don't sit at your machine suffering frustration - the longer you delay calling us - the deeper your frustration. Check the manual to make sure you've done everything properly at your end, then if that's to no avail, please let us know.

Q/
What is covered by your guarantee?

A/
The guarantee period for all sewing machines and overlockers depends on make and model of machine purchased. If the machine develops a fault within the guarantee period which has been caused by defective materials, parts or poor workmanship, we will arrange the collection, repair and return at no cost to the customer. This does not affect your statutory consumer rights and excludes expendable parts such as needles, bulbs, belts, loopers, needle threaders, etc. It does not cover normal wear and tear, negligence and misuse: as stated on the manufacturers guarantee document. The collection and return cover applies to UK mainland addresses only.

Q/
Some websites are offering free: 10, 12, 15, 20 or even 25 year guarantees - Can you match this?

A/
No. It is important to check the terms of some longer guarantees to make sure that the particular machine will be covered should it ever require attention.
Unbelievably long guarantees will very often include clauses that require expensive regular servicing or have restrictions of use, etc.
Don't just take the salesman's word. Ask for written terms of his guarantee before purchase.
Otherwise, you may find that the guarantee isn't worth the paper it isn't written down on!
We do hear of customers who regrettably, only discover the limitations in the guarantee small print (or none existent print) when their machine requires attention, i.e. they're told: "the fault is not down to a manufacturing fault" or "the fault is caused by fair wear and tear" and "faults like these are only to be expected after all these years of use"
Customers can then be left with a big repair bill plus carriage costs.

In all fairness, the exclusions in our guarantee are the same as those stated on the manufacturers guarantee document.
We offer a fair and genuine guarantee. All we ask is that you use the machine in accordance with the user manual, and a domestic machine must be used in a normal household environment and not used for commercial use. In addition, if you think there's a problem you must contact us first, in other words, for obvious reasons, do not involve a rival dealer.

Q/
Another dealer is offering to collect my machine every year whilst it is under guarantee and service it - absolutely free of charge - Can you match this?

A/
No, because the other dealer's offer will most likely have a catch.
Read the terms carefully and if you are still unsure, make enquiries with the dealer's local trading standards office, they will have details of any previous complaints.
And if you really do think it is a genuine offer, then at least spend a few minutes reading the following:- >>Please click HERE
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