【 United Kingdom / EU Countries 】

Warranty and Repair Requests

All products purchased from OurDearHome and delivered to the UK or EU region come with a 1-year limited manufacturer’s warranty. The warranty period starts from the date of delivery and is based on the delivery record or relevant proof of purchase. This warranty generally does not cover consumables, normal wear and tear, or cosmetic damage that does not affect the normal function of the product, such as minor scratches, signs of use, or natural wear.

Your Rights under UK and EU Consumer Law

This warranty is an additional protection provided by the manufacturer or OurDearHome. It does not limit, exclude, or replace any statutory rights you may have under applicable UK or EU consumer laws.

How to Submit a Warranty Request

If your product becomes damaged, stops working properly, or you believe it may be defective during the warranty period, please contact us by email at order@ourdearhome.com. To help us process your request as quickly as possible, please provide the following information:

• Proof of purchase, such as a receipt, order confirmation email, or tax invoice
• Order number
• Product brand, model, or product name
• Description of the issue
• Photos or videos showing the issue, if applicable
• Product serial number, if applicable
• Your name, address, and contact telephone number

After receiving your information, we will carry out an initial assessment and provide the next steps based on the product brand, manufacturer requirements, and the circumstances of the case. Please do not send the product to the OurDearHome UK returns / repair centre or any other address before receiving our confirmation and return instructions. Items sent without prior confirmation may be delayed, lost, or unable to be processed.

Repair Arrangements

Depending on the product brand and the circumstances of the case, we may instruct you to send the product to the OurDearHome UK returns / repair centre or another designated location for inspection or repair. The return address will be provided after the warranty request has been initially assessed.

If the warranty request is confirmed and the issue is covered by the manufacturer’s warranty or applicable UK / EU consumer laws, we will cover the reasonable and necessary costs of inspection, repair, replacement, and related shipping. Please keep all relevant postage or transport receipts so that we can follow up accordingly.

Situations Not Covered by Warranty

The manufacturer’s warranty or additional warranty generally does not apply in the following situations:

• Misuse, negligence, accidental damage, or improper handling
• Failure to follow the product manual, warnings, or usage instructions
• Unauthorised repair, modification, disassembly, or alteration of the product
• Normal wear and tear, cosmetic wear, or minor damage that does not affect functionality
• Damage caused by improper installation, storage, cleaning, or maintenance
• Commercial use, non-domestic use, or use beyond the intended purpose of the product, unless the product is clearly stated as suitable for such use
• Free gifts, promotional items, or complimentary products, unless otherwise required by applicable UK or EU consumer laws

The above exclusions apply only to the manufacturer’s warranty or additional warranty and do not limit any statutory rights you may have under applicable UK or EU consumer laws.

Other Returns and Refund Arrangements

This page mainly explains the warranty, inspection, and repair arrangements for the UK / EU region. For matters relating to returns, refunds, order cancellations, change of mind, or receiving damaged / incorrect products, please refer to our Returns, Exchanges and Refunds Policy.

If you have any questions, please contact us by email at order@ourdearhome.com. We will get back to you as soon as possible. Thank you!