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Returns, Warranty & Spare Parts

Spare Parts

Spare parts for our products are available to purchase by contacting our team on 0191 377 8358 or


As of 1st February 2014, your purchase comes with a 24 month fixed warranty. This means that Andrew James will repair or replace any faulty item within the period of 24 months following receipt of the item. However, spare parts such as Halogen Oven Bulbs, and consumable products such as Vacuum Bags are not covered by the 2 Year Warranty.

The warranty does not cover general wear and tear, accidental damage, or damage resulting from misuse of the product. You should also be aware that any attempt by an unauthorized third party to repair or modify a product will void the warranty. We recommend reading your product instruction manual thoroughly to ensure your product is used and maintained correctly during its lifetime.

Please note, the 24 month warranty period is NOT renewed upon delivery of a replacement item; the warranty term will still be 24 months from delivery of the original item.


We hope you are pleased with our products, however we understand that sometimes a customer may change their mind and may wish to return an item. Andrew James takes customer satisfaction very seriously and makes every effort to be fully transparent at all times. Accordingly, we have developed a Refunds and Returns Policy to ensure that you are fully aware of your rights and our obligations to you with respect to refunds and returns.

Changed your mind after placing your order?

If you change your mind before your order is dispatched, we may be able to cancel the order if you contact us immediately by phone on 0191 3778358 (please see opening hours below). Please be aware that depending on the time of your order, items could be dispatched within a matter of hours. The sooner you are able to contact us regarding a cancellation, the more likely it will be that we can prevent your from order being dispatched and issue your refund immediately.

Changed your mind after receiving your order?

You know you're in safe hands with Andrew James; our products have a 30 day money back guarantee. If you change your mind, you can return the product to us within 30 days, as long as it is unused and in its original condition (including undamaged packaging), and we will either exchange it or give you a full refund. You can choose to cancel anytime from placing your order up to the end of the 14 day period after you take possession of the goods (or in the case of a multiple order, the last part of the order). You must then send it back to us within a further 14 days, unused and with the original packaging. We aim to issue a refund by the 30th day after initial notification.

Please take reasonable care of the goods you are returning - if you fail to do so and this results in damage or deterioration, we will exercise our right to charge you for the reduction in value. Similarly, we will charge you for the reduction in value of any used goods.

Please make it clear when you cancel an order that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Faulty item?

In the unlikely event of something proving faulty after use, please advise us immediately so that we can issue a replacement or refund. After the 30 day period following receipt of your goods, refunds will not be issued, but we will be happy to issue spares and replacements within the item's warranty period.

Return Costs

Please note that return costs are not pre-paid. Postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. It is the customer's responsibility to cover the return cost of unwanted goods.

Please note you MUST contact us before returning an item. Upon contacting us you will be given full details on the best way to return an item. If you do not contact us before returning an item, there is no guarantee that we will be able to process your return and issue your refund or replacement.

You can contact our Returns Department on 0191 377 8358.

Monday to Friday, 9:00AM - 7:00PM
Saturday, 9:00AM - 5:00PM
Sunday, 09.00AM - 12.30PM

or email us on

This cancellation policy does not affect your legal rights.