Warranty & Replacement
Last updated: August 2026
Key Information
- 30 days — short-term right to reject a faulty item for a full refund
- 6 months — we repair or replace; if not possible, we refund
- Up to 6 years (5 in Scotland) — claims for goods that fail earlier than reasonably expected
- We pay postage both ways on anything faulty, damaged or incorrect
- No restocking fees — a warranty claim or replacement never costs you anything
- Most claims resolved the same day we receive your photographs
Your statutory rights
Under the UK Consumer Rights Act 2015, goods you buy from us must be of satisfactory quality, fit for purpose and as described. Nothing on this page limits those rights.
Our replacement promise
If an item arrives damaged, faulty, or is not the item you ordered, we replace it free of charge. We pay the return postage and the postage on the replacement. There is no restocking fee, no handling charge and no deduction of any kind. You are never out of pocket for our mistake.
How to make a claim
Email contact@frombim.com with your order number, a short description of the fault, and a photograph clearly showing the issue. We reply within 1 to 2 business days. We do not require you to return a faulty item before we agree the outcome.
What is covered
- Manufacturing defects — faulty wiring or fittings, failed clock movements, loose or broken joints
- Finish flaws present on arrival, such as chips, cracks or splits
- Items that do not match their description or the photographs shown
- Incorrect items sent
- Damage that occurred in transit
What is not covered
- Normal wear and tear, including natural variation and settling in wood and rattan
- Damage caused by incorrect installation, or by exceeding a stated bulb wattage
- Accidental damage, staining or alteration after delivery
- Items used outdoors where the product page states indoor use only
- Replaceable consumables such as bulbs and batteries, unless faulty on arrival
Manufacturer warranty
Where a branded item carries a manufacturer’s warranty, that warranty applies in addition to the rights above. Details are supplied with the product, and we will handle a manufacturer claim on your behalf if you would prefer.
Contact Us
Company name: Frombim
Store Address: 71 Portsmouth Road, Horndean, Waterlooville PO8 9LH, United Kingdom
Store Email: contact@frombim.com
Store Phone: +44 7480 267097
Business Hours :
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
Saturday – Sunday: Closed
Average response time: within 1 to 2 business days