Refunds and Returns for consumers
If you are not entirely satisfied with your item, under UK law you may be entitled to claim a return, refund or repair of the item based on the terms of the Consumer Rights Act 2015.
If you purchased your item from Polti UK directly, please follow the steps below. If your item was purchased through another retailer, please contact the retailer directly to discuss your options.
In addition to your rights under the Consumer Rights Act 2015, Polti UK also offer a Manufacturer’s Warranty. For details of this additional warranty, please click here.
Terms for which Refunds / Returns can be claimed by consumers
Cooling off period
If you have purchased your item online, you have the right to change your mind and return the item for any reason within 14 days from the day on which it was delivered. You will be entitled to a refund of what you paid for the item, including standard delivery costs.
Faulty items
If the items are not of satisfactory quality, not fit for their intended purpose, damaged, faulty or misdescribed you are entitled to request a return and full refund, within 30 days of the date of purchase.
After 30 days and up to six months, you should allow us an opportunity to resolve the matter by way of repair or replacement of the item. Please see here for further details of our repairs process.
If the results of such repair or replacement are that the item is not of satisfactory quality, then you shall be entitled to reject the item within 7 days and request a return and full refund.
After 6 months and up to 6 years after the initial purchase, you may be entitled to a repair or replacement of the items if they were faulty when you purchased them. You will be required to prove the item was faulty at the point of delivery. Please see here for further details of our repairs process.
If the results of such repair or replacement are that the item is not of satisfactory quality, then you shall be entitled to reject the item within 7 days and request a return and partial refund.
In the event an agreement cannot be reached between us, you have the right to contact Trading Standards to review the claim.
Refund Process
We will make the refund without undue delay, and no later than 14 days after the day we receive back from you any items supplied, using the same means of payment as you used for the initial transaction.
We may withhold reimbursement until we have received the items back or you have supplied evidence of having sent back the items, whichever is the earliest.
We reserve the right to make a deduction from the refund if it is concluded that the product was damaged as the result of alteration or unnecessary handling by you.
How do I request a Return / Refund?
In the event you wish to request a return / refund, please contact our Customer Service team by one of the following methods:
- Phone: Call us on 0161 813 2765. Our lines are open Monday – Friday from 9:00 – 16:30
- Email: Send an email to
- Web: Submit a ticket on https://www.polti.co.uk/client-service/contact-ushttps://www.polti.co.uk/client-service/contact-us
Please ensure that you have your order number available when you contact us. This will ensure we can handle your query as quickly as possible.