Post-Purchase Technical Support
This page is for existing customers. See our product advice page for advice about new orders.
If a product isn't working as expected, please review the following information. It will help verify the fault, inform your next steps, and streamline any warranty claim if required.
Rest assured, we back all our products with a minimum two-year warranty.
Step 1) Complete This Support Checklist
Firstly, please complete the following basic checks. If a question does not apply to your product, move to the next one:
1) Does it use a standard power plug?
Re-test the appliance or light fitting in a different power point.
2) Is it a light bulb or a light fitting?
- Bulbs & Globes - check it in another light fitting.
- Flickering - review our article on flickering LED lights.
- Dimmer / Controller - test the same set-up with more lights or in a non-dimmable circuit. This can help determine if the light, the number of lights, or the dimmer caused the issue.
3) Does it use a sensor of any type?
Try the device in a different location, orientation, or with different settings applied.
4) Does it use Wifi or Bluetooth?
Try using a different device, such as another phone or a tablet. Try using a different network, such as your phone's wifi hotspot, instead of your usual wifi network.
5) Does it have a battery?
If applicable, remove and re-insert the battery. If the batteries are non-rechargeable, try a fresh set. If the batteries are rechargeable, try charging the device with a different charger or cable.
If the device is solar-powered, leave it in direct sunlight for a day or two before using it.
6) 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.
7) Does it have a remote control?
If a ceiling fan remote is not working, follow the 'code learning mode' instructions in the manual to re-pair the transmitter and receiver.
8) Does it have a manual or installation guide?
Check the product packaging or the 'specifications' table on the relevant product page. We link to useful documents under 'Further Details.'
Step 2) Review This Brand-Specific Information
After completing the above checks, please note the following brand-specific advice that may also apply to you:
Billyboil - Review our instruction manual and recipe guide. Boil two litres of water and measure the temperature after 8 hours (it should be over 60°C).
Efergy - Review our Engage Hub and Efergy Transmitter tips, which includes a reset process for the Efergy Elite. If your product is outside of warranty or not in our current range, please contact Efergy for help.
EGLO - EGLO fans are backed by a 3 year in-home warranty and 6 year product warranty. If you encounter an issue, please lodge a 'Warranty Claim Form' online here for assistance.
FLIR - For an issue that has developed over time, contact FLIR for service options or lodge an RMA request directly.
Powerpal - Review the support site and contact Powerpal if your device has failed within the first five years of operation. They can transfer your old data onto a new device.
Powersensor - Review the support site and contact Powersensor if you require assistance. As Powersensor operate the software, they can offer more detailed guidance for your situation than we can.
Philips Hue - Refer to our Philips Hue support article and the Philips Hue support website.
Vornado - Please remove the silver compliance label from the device, stick it to a piece of paper, take a photo of it, and include this when you contact us. Removal of the label allows us to issue a warranty replacement if required.
Step 3) Contact Us For Assistance
Thank you for taking the time to read this page.
If you have checked through steps 1 and 2 above and still have an issue, please get in touch with us using this form. We can deal with your problem promptly when you:
- Mention any tests you have already completed,
- Include a photo of the product in your situation.
See our Product Advice or Frequently Asked Question pages to review another topic.