Refund policy
When a refund applies, when it does not, and how a request is handled end to end.
This policy explains when money is refunded for parts and work carried out through the network. It should be read together with the warranty page and the terms of service.
Refunds on parts not fitted
If a part was supplied for your machine but the repair did not go ahead, you may request a refund of the part price within fourteen days of being told that the repair would not proceed. The part must be unused and in the condition it was received, where it has been returned to the workshop. Where a part was already fitted, this section does not apply; the warranty on fitted parts governs instead. Where a part had to be ordered specifically for your machine and cannot be returned to the supplier, the workshop will explain that before ordering, so you can decide how to proceed.
Diagnostics
The diagnostic step is charged and is not refundable, because it is work that has already been carried out whether or not you go on to approve a repair. The diagnosis produces a finding and an estimate range, and that value remains with you even if you decide not to proceed. Where a workshop chooses, of its own accord, to offer an initial assessment at no charge, that is a workshop decision and does not change this policy for the network generally.
Work that was carried out
Once a repair has been completed, the money for that work is not refundable in the ordinary course, because the labour and parts have been delivered. If the repaired fault returns, the warranty applies rather than a refund: the workshop reassesses the machine and puts it right where the cover applies. This is why the record kept for each job matters; it makes a warranty case quick to assess.
Repairs that cannot be completed
Sometimes a bench finds that a repair is not sensible, for example when damage covers an area that cannot be sourced or repaired at a reasonable cost. In that case no repair charge applies, and you pay only the diagnostic step. The machine is returned in the state it arrived, and you receive a clear explanation of what was found.
How to request a refund
Write to [email protected] with your case reference, the amount in question and a short explanation. If the request concerns a part, include its condition and whether it has been returned. We may ask a question or two to confirm the facts, because we would rather resolve the matter accurately than quickly and wrongly.
Timelines
We acknowledge refund requests within a few business days and aim to resolve them promptly once the facts are clear. Where a refund is approved, it is returned by the original method where possible. Bank processing times vary by country and method, and can add time after we issue the refund. You will be told when a refund has been issued so you can watch for it.
Your statutory rights
Nothing in this policy removes rights you hold under consumer law in your country, including rights in the United States, the United Kingdom, Canada and Australia that cannot be excluded. Where such rights give you a stronger remedy than this policy, those rights apply.
Last updated: 20 September 2026. Related policies: Warranty · Terms of service · Privacy policy · Disclaimer · Accessibility.