Post-Purchase Technical Support
This page is for existing customers who have already placed an order with us. If you are seeking technical information for a new order, see our product details page.
If you've received a product and it's not performing as expected, please review the information on this page. It will help to verify the nature of the fault, inform your next steps, and streamline any warranty claim if required.
Rest assured, we back all of our products with a minimum two-year warranty.
Step 1) Complete This Support Checklist
First up, you should complete the following basic checks. If a question does not apply to your product, move on to the following question:
1) Does it have a power plug?
Such as light fittings with power plugs or any plug-in appliances. Re-test the device when connected to a different power point.
2) Is it a light bulb?
Try the light in a different fitting to confirm if the issue is with the light bulb itself (rather than wiring, a sensor, or something else). If you are experiencing flickering see our article on what can cause flickering LED lights.
3) Is a dimmer or lighting control system present?
If possible, test the same set-up with more lights, or try the lights in a non-dimmable circuit. This may help determine if the issue is caused by: the light itself, the number of lights in the circuit, or the dimmer / controller.
4) Does it have or use a sensor of any type?
If possible, try the device in a different area (this can help determine if localised environmental factors are at play or not). If other settings are available - try those and review the results.
5) Does it use Wifi or Bluetooth?
This applies to any app controlled or 'smart home' device that we sell. Test it on a different wireless network (such as a phone hot spot), or a different device (such as another family member's phone or your tablet instead of your phone). This process may help pinpoint where or why the issue is occurring.
6) Does it have a battery?
If applicable, remove and re-insert the battery. If the batteries are non-rechargeable and they may be depleted - try a fresh set of batteries. If the batteries are rechargeable - try charging the device with a different charger or charging cable. If the device is solar-powered, make sure you charge the batteries up fully by leaving it in direct sunlight for a day or two before using.
7) Does it have a reset button or process?
If so - try this process and observe the results. Examples include our thermal cameras or energy monitors, which have reset procedures outlined within their software or user manuals.
8) Does it have a manual or installation guide?
Some of our products have detailed product manuals and installation guides. If the product did not ship with a printed manual, we might have a PDF copy on our website. Have a look in the 'specifications' table on the relevant product page - under 'further documentation,' we link to any available manuals and installation guides.
Step 2) Review This Brand-Specific Information
After completing the above checks, please note the following important brand-specific advice that may also apply to you:
Billyboil - Review our instruction manual and thermal cooker recipe guide.
Efergy - Review our Engage Hub and Efergy Transmitter tips - which includes a reset process for the popular Efergy Elite.
EGLO - EGLO fans are backed by a 3 year in-home warranty. If you or your electrician encounter an issue, please call EGLO for assistance: 1800 254 448 (or via email).
FLIR - For recent purchases, please contact us directly and note down the serial number of your camera. If your device is older than two years, please contact FLIR for service options.
Powerpal - Review the support site and contact Power directly if your device has failed within the first two years of operation. In the event of a product failure, they can transfer your old data onto a new device.
Philips Hue - Please refer to our Philips Hue FAQs (scroll to bottom), including a soft reset process using the bridge or dimmer switch. See also the Philips Hue support website.
Vornado - Please take a photo of the silver label on the product and include this when you contact us.
Step 3) Contact Us For Assistance
If you have checked through steps 1 and 2 above and still have an issue, please contact us using this form. Be sure to mention any tests you have already completed - this way we can deal with your problem as quickly as possible. And thank you for taking the time to read this page.
Return to our Product Detail or Frequently Asked Question pages to review another topic.