Resolving a faulty product problem
If you’re worried over a faulty product, please contact us via email or live chat, informing us about the problem. You need to attach photos or videos of no more than 5 to 10mbs of the fault. We can then go ahead and accurately offer a solution. Fault can be reported at any time within the warranty and guarantee period of the product/item.
Many times, the fault may not be with the product but may depend on other factors such as poor installation and the environment within which it is used. Once installed, we suggest you do not uninstall an item you may believe is faulty before first speaking with one of our team members. Many times, simple issues may get resolved by offering technical support, replacement components, or by speaking with the manufacturer.
Buildworld or our suppliers are not responsible for any refitting costs where they could have been avoided. We reserve our right, to collect and check/test the cause of a reported fault. Depending on the fault, we will then go ahead and issue a refund or a replacement. In cases where a reported fault does not exist upon inspection, we will not be able to refund you for a replacement if it has been used. Each fault is handled in a different manner, sometimes we may arrange for an engineer to visit and assess a reported fault. This may be a chargeable visit if the fault is not found to be with the product itself.
In cases where we confirm a fault, we’ll keep you updated on the next course of action. After confirmation from the manufacturer, we will either replace or repair of the faulty item. If we are unable to replace, we will offer you a full refund.
When a fault develops later on during the course of the product’s life, this can usually be claimed depending on the terms of the guarantee/warranty on the item.
