Sewing machine FAQs

GUARANTEE / DAMAGED OR FAULTY GOODS

All our new machines come with standard manufactures' guarantee which are included with each machine.

Standard manufacture guarantee is 2 years on domestic machines and 1 year on industrial machines, some guarantees can be extended, but may require registration and in some cases payment.

Bernina UK are currently offering up to 7 years guarantee on sewing machines. (see individual product ). Overlockers are excluded from this guarantee offer.

What is covered - genuine machine faults as per manufacturers' guarantee.

What is NOT covered - None of the manufacturer guarantees covers misuse, user error, neglect and wilful damage. Repairs caused by overuse or repairs made necessary by commercial use are also not covered, for domestic machines.

Industrial machine guarantees are a back to base guarantee ie you must return them to our premises .

OR

Industrial machines - Call outs are charged at £35.00 per hour we are away from the shop . We only cover a 30 mile radius from BS4 5PF  

Consumable items - just as with other products, consumable items are not covered. These include belts, bulbs, needles, bobbins, bobbin cases, built in needle threader and throatplate etc as written on the manufactures' guarantee documents. Certain mechanical issues like timing are also not covered.

It is known that most issues with sewing machines and overlockers are down to user error. We recommend that if you experience any problems to ring or email us for help and advice, as many issues can be sorted over the phone or by email. When you contact us we will require proof of purchase. 

It is the customer's responsibility to retain all proof of purchase.

If on contacting us we need to see your machine, we will provide free collection in UK mainland for a two year period, providing that the problem is due to a manufacturers fault and not user error. This does not affect your statutory consumer rights.

If when inspected,  the returned machine has a manufacturers fault due to no fault of the user and any parts covered by the guarantee, then the work will be carried out under guarantee with no charge to the customer.

If we find the fault is due to misuse or user error or neglect then a charge will apply to fix the problem, including any parts, labour, collection and re-delivery charges. Any charges need to be paid for before a machine is returned to a customer.

The customer must notify us of damaged delivery items within 24 hours of delivery.

The customer must notify us of any faulty items within 3 days of delivery.

Inspection of machines returned to us may take up to 14 days, in some cases machines may need to be sent back to the manufacturer. We endeavour to carry out any guarantee repairs as quickly as possible and we will keep the customer informed throughout.

Delivery / Collection - The customer will need to be at home throughout the day, the couriers we use are unable to give a specific time for delivery or collection. 

Deliveries / collection delayed due to weather, accidents, strikes, Christmas, busy times of year etc are out of our control and we are not held responsible.

All our guarantee conditions require that machines brought from us are used for domestic/home use only. This does not cover consumable items like needles, needle threaders, light bulbs, bobbins, bobbin cases, blades and loopers as per manufacturers' guarantee.

If you feel you have a problem please contact us first as we can usually resolve any issues over the phone. Helpline 0117 9778216

YOU MUST RETAIN ALL ORIGINAL PACKAGING. Just in case your machine needs to be returned. It is not our responsibility for damage caused by badly packaged machines. In most cases we are able to supply correct packaging at a cost.

Our liability for loss or damage is limited to a sum equal to the amount paid for the item.