Report an issue

Tell us what it's doing.

Damaged on arrival, wrong item, or it's stopped behaving. One working day to a reply from a person.

Before anything else

Take the photo now, while it's still as it arrived.

Box, packing, unit, and the damage. It's the single thing that turns a three-email conversation into one reply with a replacement in it.

Full screen — a genuinely unglamorous photo. Torn box, real floor, phone camera

What happened?

Send the photo or video to [email protected] with your order number in the subject. A five-second video of the noise beats a paragraph describing it.

Inside two years and it's a covered fault, this becomes a replacement rather than a repair.

Worth trying first — it's often one of these.

Suction has dropped

The filter, nine times in ten. Rinse it, let it dry completely, refit. A damp filter chokes airflow and feels exactly like a failing motor.

It won't charge

Different cable, and a wall adapter rather than a laptop port. If the display doesn't wake at all after that, stop — it's a replacement.

It's getting hot

Warm at the exhaust after ten minutes at full is normal. Too hot to hold is not. Stop using it and tell us.

You won't get a ticket number.

You'll get a reply from someone who can send you a new one.