Product Guarantees & Warranty Support
At northXsouth, we want the after-sales process to be as straightforward as possible. If you experience a problem with a product purchased from us, our team is here to help identify the issue and arrange the appropriate next step.
Guarantee Coverage & Duration
All products include a minimum two-year guarantee for domestic use, covering parts and labour against manufacturing faults arising during normal use.
The guarantee does not cover accidental damage, misuse, neglect, normal wear and tear, or damage resulting from incorrect installation or use.
Many products, including selected televisions and appliances, may include an extended or promotional guarantee of up to five years. Where applicable, this will be clearly stated on the individual product page.
Promotional & Extended Guarantees
Some extended guarantees are provided directly by the manufacturer and require the product to be registered within a specified period after purchase.
Where registration is required, it is the customer's responsibility to complete this within the manufacturer's registration period unless we specifically state otherwise.
If registration is not completed, the product will normally revert to the standard guarantee period.
Domestic Use
Unless specifically stated otherwise, products sold on our website are designed and guaranteed for domestic use only.
Using a domestic product in a commercial, professional or business environment may invalidate the manufacturer's guarantee.
If you are unsure whether a product is suitable for your intended use, please contact our team before purchasing.
How to Make a Guarantee Claim
If you experience a problem with a product purchased from northXsouth, please contact our support team.
To help us deal with your enquiry efficiently, we may ask for:
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Your order number or proof of purchase
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Product model number
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Serial number
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A description of the fault
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Photos or video where these may help diagnose the issue
We will then help determine the most appropriate next step.
Troubleshooting & Manufacturer Support
Many product issues can be diagnosed or resolved through troubleshooting before a repair is required.
Depending on the product, manufacturer, age of the product and nature of the fault, troubleshooting may be carried out by our team or by the manufacturer's specialist technical support team.
Where appropriate, we may introduce or direct you to the manufacturer's authorised technical support or service network. This often provides the quickest route to specialist diagnosis, replacement parts or an engineer visit.
Our involvement of a manufacturer's support network does not affect your statutory consumer rights with northXsouth as the retailer.
Product Repairs
Where a repair is required, guarantee work will normally be carried out by an authorised service agent for the relevant manufacturer.
Repairs will be completed as promptly as reasonably possible. Turnaround times can vary depending on:
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The nature of the fault
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Parts availability
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Engineer availability
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Product type
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Seasonal demand
Some products may be repaired at your home, while others may need to be collected or returned to an authorised service centre.
Large & Bulky Products
The support process can vary for larger products such as televisions, appliances, BBQs, and other bulky equipment.
Depending on the product and fault, we may arrange troubleshooting, an engineer visit, collection, return to a service centre or another suitable method of inspection and repair.
Our team will advise you of the appropriate process once the fault has been assessed.
Your Consumer Rights
The guarantees described above are provided in addition to your statutory consumer rights.
Nothing within our guarantee terms limits or replaces the rights and remedies available to you under applicable consumer law.
If you have any questions about a product guarantee, extended warranty or the support available before or after your purchase, please contact the northXsouth team and we will be happy to help.