Goodwill Replacements ExplainedUpdated 6 hours ago

What is a goodwill replacement?

A goodwill replacement (or “goodwill gesture”) is when we choose to replace a product as a gesture of customer care, even though it is not covered under our guarantee or warranty.

This means we are helping out voluntarily, not because we are required to under our policy.

When products are not covered by our guarantee

Our guarantee does not apply in certain situations, including (but not limited to):

• Normal wear and tear over time
• Incorrect use or care, including washing or handling not in line with instructions
• Accidental damage
• Issues caused by misuse or neglect
• No proof of purchase available

In these cases, we are not obligated to replace or refund the item.

When we may offer a goodwill replacement

In some circumstances, we may still choose to offer a replacement as a goodwill gesture. This decision is made at our discretion and will depend on factors such as:

• The nature of the issue
• How long the product has been used
• The overall customer experience

Please note: Goodwill replacements are not guaranteed
Each case is considered individually

Important to know

• A goodwill replacement does not mean the item was faulty under warranty
• It does not set a precedent for future claims
• It is a one-off gesture to support our customers

Are goodwill replacements covered by the guarantee?

No — items provided as a goodwill replacement are not covered by our guarantee.

This is because a goodwill replacement is offered outside of our guarantee terms. It is a one-off gesture of goodwill, where we choose to help even though the issue is not covered (for example, due to wear and tear, accidental damage, or missing proof of purchase).

As the original issue falls outside the conditions of our guarantee, any replacement provided in these circumstances is also excluded from guarantee coverage.

Our commitment to you

We always aim to be fair and supportive. While not all situations are covered by our guarantee, we will do our best to help where we can.