At Samuel Johnston, we're here to help if something goes wrong with a product you've purchased from us.
Many of the products we sell include a manufacturer's warranty against manufacturing or material defects, with the length and conditions of cover varying by product and manufacturer.
If you experience a problem, please contact us before returning the product. In many cases, an issue can be diagnosed and resolved without returning the complete item.
Where necessary, our Customer Services team will work with the manufacturer, distributor or authorised service team to help identify the problem and find the appropriate solution.
Need Help With a Product?
If you believe your product has developed a fault, please contact our Customer Services team with as much information as possible.
To help us deal with your enquiry quickly, please provide:
- your Samuel Johnston order number or proof of purchase;
- the product name and model;
- the serial, chassis or batch number, where applicable;
- a clear description of the problem;
- photographs showing the issue; and
- a short video where this would help demonstrate the problem.
Please do not return the complete product unless we ask you to do so.
For products such as prams, pushchairs, car seats, highchairs and nursery furniture, it may only be necessary to inspect or replace an individual component.
What Happens Next?
Once we receive the information about your product, we'll review the issue and advise you on the next step.
Depending on the product and nature of the problem, this may involve troubleshooting, supplying a replacement component, arranging a repair or technical inspection, referring the issue to the manufacturer or authorised service team, or replacing the product where appropriate.
Some warranty claims require assessment or authorisation by the manufacturer before a repair, replacement part or replacement product can be provided.
We'll explain the process applicable to your product and keep you informed where further assessment is required.
What Does a Manufacturer's Warranty Cover?
Manufacturer warranties generally cover manufacturing defects or defects in materials that occur during normal use of the product within the applicable warranty period.
The exact warranty and its conditions vary between manufacturers and products.
Unless specifically covered by the manufacturer's warranty, warranty cover will not normally include:
- normal wear and tear;
- accidental damage;
- misuse or neglect;
- incorrect assembly or installation;
- failure to follow the manufacturer's instructions;
- inappropriate cleaning, storage or maintenance;
- unauthorised repairs, modifications or alterations;
- cosmetic deterioration caused by normal use; or
- damage caused by incompatible accessories or components.
Individual manufacturers may have additional conditions or exclusions.
Proof of Purchase & Serial Numbers
Please retain your Samuel Johnston order confirmation, invoice or other proof of purchase.
If you purchased directly from us online, we may be able to locate your purchase using your order or customer details.
Where a product has a serial number, chassis number, batch number or identification label, please do not remove or deface it. This information may be required to identify the product and process a warranty claim.
We recommend taking a photograph of important product identification labels when you first receive your product.
Manufacturer & Extended Warranties
Some manufacturers provide longer warranties for selected products or offer additional warranty cover when you register your purchase.
Where registration is required, we recommend completing it within the manufacturer's specified timeframe so that you don't lose the benefit of any additional warranty cover.
Registration requirements and warranty periods can vary by product and may change. Please refer to the warranty information supplied with your product for the latest registration instructions and conditions.
You do not need to register a product with Samuel Johnston in order to contact us for product support.
Some examples of manufacturer warranty programmes available across brands we stock include:
Joie – 2 Years Standard / 3 Years Registered
Joie products are covered by a 2-year manufacturer's warranty as standard, with eligible products extendable to 3 years in total when registered with Joie in accordance with its registration requirements.
Please refer to the warranty information supplied with your product for registration instructions.
Bugaboo – Extended Warranty Available
Bugaboo provides a standard manufacturer's warranty, with additional warranty cover available on eligible pushchairs when registered in accordance with Bugaboo's warranty conditions.
We recommend completing any required registration within the specified timeframe following purchase.
BabyBjörn – Up to 10 Years
BabyBjörn provides extended manufacturer warranty periods on selected products, including up to 10 years on eligible baby carriers, bouncers and travel cots.
Warranty periods vary by product, so please refer to the information supplied with your individual product.
iCandy – Up to 5 Years
iCandy provides a 5-year manufacturer's warranty on eligible pushchairs, with different warranty periods applying to certain components and accessories.
Please refer to the warranty information supplied with your product for the applicable conditions.
Venicci – Extended Warranty Available
Venicci offers additional warranty cover on eligible products when registered within the manufacturer's specified registration period.
Please check the warranty documentation supplied with your product and complete any required registration promptly following purchase.
Don't See Your Brand?
Don't worry. The brands above are simply examples where additional or extended manufacturer warranty programmes may be particularly useful to customers.
Most products sold by Samuel Johnston are supplied with a manufacturer's warranty, but the duration and conditions can vary by brand, individual product and component.
Please check the warranty information supplied with your product or contact our Customer Services team and we'll help confirm the applicable warranty.
Manufacturer Warranty & Your Consumer Rights
A manufacturer's warranty is additional to your statutory consumer rights. It does not replace, restrict or reduce those rights.
If goods are faulty, not as described or otherwise do not conform to the contract, you may have statutory rights to remedies such as a repair, replacement, price reduction or refund, depending on the circumstances.
Your statutory rights are not necessarily limited to the duration of the manufacturer's warranty.
For further information about faulty goods and returns, please see our Returns Policy.
Contact Us About a Warranty Claim
To discuss a possible warranty claim, please contact:
customer-services@samueljohnston.co.uk
Please include your order number, product details and a description of the problem. Photographs and, where appropriate, a short video showing the issue will help us assess your enquiry more quickly.
Our Customer Services team operates Monday to Friday, excluding applicable public holidays.
Please contact us before sending any product back so we can advise you of the correct procedure.
