Refund policy

This Refund & Returns Policy applies to purchases made from Singer Sewing Outlet (operated by Live Retail Ltd). By ordering with us, you agree to the terms below. This policy does not affect your statutory rights under UK consumer law.

Singer's technical team resolve up to 85% of reported issues over the phone or by email.
If you have a technical issue, please do get in touch with us before organising a return.

Products Covered

We sell new Singer sewing machines and accessories, as well as ex-display machines. Ex-display models may have been unboxed for demonstration or display purposes and are supplied with a full manufacturer guarantee. We do not sell second-hand goods.

Refunds & Exchanges

Sewing Machines, Overlockers, Embroidery Machines, Steam Presses and other electrical items

Change-of-mind returns

  • You may return machines within 30 days for a refund or exchange subject to the following conditions:
  • In order to receive a full refund, items must be new and unused, returned in original packaging, undamaged, with all accessories and any free gifts included. Please do not write on, deface or use brown tape on original packaging.
  • Once a machine is plugged in, threaded or sewn on it is classed as a used product and therefore does not qualify for a full refund but can still be exchanged if the original packaging has been kept.
  • Customers are responsible for return shipping costs for change-of-mind returns when returning for a refund. When exchanging for another model, we will cover the return cost of the machine by supplying a returns label.
  • Refunds once approved are issued to your original payment method within 3 working days of receiving the returned item.

Faulty Machines (30 days)

If your machine develops a fault within 30 calendar days of delivery, please follow the process below before arranging any return:

  • Complete the support form at singersewingoutlet.co.uk/support to report the issue to the Singer UK technical team.
  • The Singer UK technical team will attempt to diagnose and, where possible, rectify the issue remotely. If they cannot, they will provide a COL number and a link to arrange a free DPD return so the machine can be inspected by a Singer engineer.
  • If a manufacturing fault is found, a refund or exchange will be offered.
  • If no fault is found, the machine will be returned to you at no charge and our technical team will provide guidance on its setup and use.
  • Where a machine is found to have been mis-used or damaged, or is returned repeatedly for the same issue that is shown to be setup or operator related rather than a fault, we reserve the right to apply a charge of up to £60 to cover carriage and engineer time before the machine is returned to you.

Outside of this period, your item is covered under the standard manufacturer guarantee.

All other items

  • You may return new and unused items within 30 calendar days of delivery for a refund or exchange subject to the following conditions:
  • In order to receive a full refund, items must be new and unused, returned in original packaging and undamaged.
  • Customers are responsible for return shipping costs for change-of-mind returns.
  • Once items are received they will be inspected by our team. We aim to issue refunds to your original payment method within 3 working days of receiving the returned item.

How to arrange a return

All returns must be made by mail. Please contact us first to obtain a Return Authorisation (RMA) and the correct returns address:

📧 hi@singersewingoutlet.co.uk
📞 01923 920 677

We recommend using a trackable service with insurance when returning items.

Damaged in Transit

If your parcel arrives damaged, please notify us within 72 hours of delivery. If you are present at delivery and the parcel is visibly damaged, we recommend refusing delivery and contacting us immediately.

Cancellations

If you wish to cancel before dispatch, please contact us as soon as possible. If your order has already been dispatched, it will need to be returned under this policy. Free gifts once dispatched must also be returned.

Company Information

Singer Sewing Outlet is operated by Live Retail Ltd, registered in England & Wales.

  • Company number: 15132628
  • Registered office: Sas House, Friarswood, Chipperfield Road, Kings Langley, WD4 9JB, United Kingdom
  • Trading address: Unit 15, Sunderland Estate, Church Lane, Kings Langley, WD4 8JU, United Kingdom
  • Phone: 0800 050 2232
  • Email: hi@singersewingoutlet.co.uk