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

If you’re asking “How do I report a faulty or damaged product to Brown Thomas?”, the process is straightforward. We’ll guide you through documenting the issue, providing the necessary details, and what happens once our team has assessed your case.

Step 1: Inspect and document the issue

For damaged items: take clear photos of the product, packaging, and shipping label.
For potentially faulty items: check setup and usage against the instructions, and if the issue persists, record photos or videos showing the problem.
Keep all original packaging, labels, and parts until the matter is resolved.

Step 2: Contact our team

Use the Live Chat widget in the bottom right corner to report the issue.
Provide your order number or proof of purchase.
Share a clear description of the issue, along with any photos or videos.
If available, include the product barcode or serial number.

Step 3: Assessment process

All potentially faulty or damaged products must be reviewed before resolution.
Our team may provide troubleshooting steps, request further evidence, or arrange an inspection.
In some cases (such as jewellery or electrical goods), a specialist assessment may be required.

Step 4: Resolution

If confirmed, we may arrange a repair, replacement, discount, or refund.
You will be informed of the next steps and timeframes once the assessment is complete.