My product might be faulty – how do I report this?

If you are wondering “How do I report a faulty product at Brown Thomas?”, the process is designed to be clear and supportive. We will guide you through simple checks, collect the right details, and arrange inspection before confirming a replacement, refund, or repair.

Step 1: Check product setup and usage

• Ensure the product has been set up or assembled according to the instructions.

• Confirm any required parts (such as batteries or attachments) are fitted correctly.

• Make sure built-in safety or lock features are not preventing normal operation.

Step 2: Inspect and gather details

• Look for visible issues (e.g. no power, unusual noise, incorrect function).

• Take photos or a short video showing the problem, if possible.

• Keep original packaging, labels, and any accessories, as these may be required for assessment.

Step 3: Report the issue

• Contact us via the Live Chat widget in the bottom right corner of your screen.

• Provide your order number and a description of the issue.

• Attach any photos or videos you have taken.

Step 4: What happens next

• All potentially faulty products must be assessed by our team.

• We may provide troubleshooting guidance first.

• If needed, we will arrange an inspection.

• Depending on the outcome, we will confirm if a replacement, repair or refund is the most suitable resolution.