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

  • New and unused items: we accept returns for a full refund within 30 calendar days of delivery. Items must be unused, in their original packaging, undamaged, with all accessories and any free gifts included. Please do not write on, deface or use brown tape on original packaging.
  • Used items: under your statutory cancellation rights you have 14 calendar days from delivery to notify us that you wish to return your machine, and a further 14 calendar days from that notification to send it back. Once a machine has been plugged in, threaded or sewn on it is classed as used, and we apply a deduction of up to 20% of the purchase price to reflect the diminished value of the goods.
  • Customers are responsible for return shipping costs on all change-of-mind returns for refund.
  • Refunds once approved are issued to your original payment method within 3 working days of receiving the returned item.

Exchanges

  • You may exchange your machine for another model within 30 calendar days of delivery.
  • We will supply a prepaid returns label and cover the cost of returning the machine to us (UK mainland addresses only).
  • The replacement model must be of equal or higher value than the machine being returned. Any difference in price is payable at the point of exchange. Exchanges for a lower value model are not available; if you would prefer a different machine at a lower price, please return your machine for a refund under our change-of-mind terms above and place a new order.
  • One exchange is permitted per order. Where a replacement machine is subsequently returned, the return is handled under our change-of-mind terms above, with the relevant return period running from the date the replacement was delivered, and return shipping is at your cost.
  • The original packaging must be kept and used for the return, along with all accessories and any free gifts.

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 the issue cannot be resolved remotely, the Singer UK technical team will issue a COL number for inspection and we will supply a prepaid returns label so the machine can be sent back and inspected by a Singer engineer at no cost to you.
  • 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

  • New and unused items: we accept returns for a full refund within 30 calendar days of delivery, provided they are returned in their original packaging and undamaged.
  • Used items or items returned without original packaging: under your statutory cancellation rights you have 14 calendar days from delivery to notify us, and a further 14 calendar days to send the item back. A deduction of up to 20% of the purchase price is applied to reflect the diminished value of the goods.
  • Customers are responsible for return shipping costs on all change-of-mind returns for refund.
  • 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