Help with damaged product
We’re sorry your item has arrived less-than-perfect – Our customer service team are here to help to get this sorted for you.
Please provide full details in the below form and we’ll get right on with fixing the problem.
Sending photos is essential to help us do this. Please see our photo guidelines at the bottom of the page before you start.
In the rare instance that your item does arrive damaged, please do not install it – we’ll be very limited as to the help we can offer if you do.
Problem with product
In the rare instance that a product arrives damaged, the quickest way for us to resolve the issue is to send a photograph of the afflicted area to the manufacturer. To do this efficiently, we need a good, clear photo.
Please observe the below pointers so we can get on with fixing the problem.
Be clear. A photo of the whole damaged side of the appliance is ideal, with a clear indication of where the damage is if it’s not immediately obvious.
Give context. A close-up of the damage with a size reference (this can be a coin, a ruler, even your hand) helps us to determine the most appropriate course of action.
Include details. To ensure contact with the manufacturer is swift and accurate, we need a clear photo of both the serial number and model code. These can usually be found on the rating plate, a sticker located on the appliance itself that details energy information as well as the codes in question.
Image size. Photos taken with most smartphones will be fine. If you’ve used a high resolution digital camera, please keep file sizes below 5MB. If images are too large in file size it could result in use not receiving the images.
Stay focused. This one sounds a little obvious but please make sure that photos are sharp and entirely in focus. You can send up to 6 photos at a time if there are multiple areas of damage – all of them need to be clear.
Review before sending. To do our job, we need to forward your photos to the manufacturer and sometimes other departments within Knees Home and Electrical. Please make sure there’s no sensitive information or personal items included in the photos you’d rather not share.