How do I report a potentially faulty or damaged product? – Brown Thomas

We’re here to help if something’s not right with your order. Whether your product arrived damaged or isn’t working as expected, follow the steps below so we can assess the issue and offer a solution.

Step 1: Check and document the issue

Please inspect your item carefully when it arrives:

If damaged in transit: Take clear photos of the damage to the product and any damage to the packaging.
If not functioning as expected: Check the setup and review any instructions or safety features. If the issue persists, take photos or videos showing the problem.

Keep all original packaging, labels, and parts — we may need these for assessment.

Step 2: Contact our Customer Service team

Reach out via the Live Chat widget in the bottom right corner or WhatsApp. To help us support you quickly, please include:

Your order number or proof of purchase
A description of the issue
Any photos or videos showing the damage or fault
The barcode or serial number, if available

Step 3: Our assessment process

All potentially faulty or damaged items must be inspected before confirming any resolution.

Once we receive your report, our team will assess the issue.
Depending on the item, we may offer a repair, replacement, discount, or refund.
For some product categories (e.g. electricals, jewellery), specialist review may be required before we proceed.

Important information

Please report the issue as soon as possible after receiving the item.
If the issue qualifies under warranty or consumer law, we’ll guide you through the next steps.