EU Legal Guarantee
This page applies only to customers in the European Union.
If you live in the EU, you have a legal guarantee under EU law for everything you buy from us. It is free, and it applies alongside our returns policy and any other guarantee.
For more information on your rights visit: europa.eu/youreurope/guarantees
What the legal guarantee covers
We are responsible for any fault or lack of conformity that existed when your order was delivered and becomes apparent within at least two years of delivery. An item lacks conformity if it does not match its description, is not fit for its normal purpose, or is not of the quality you could reasonably expect.
In some EU countries the legal guarantee lasts longer than two years. Where that applies, you have the longer period.
What you are entitled to
If an item is faulty, you can ask us to repair or replace it free of charge. If that is not possible, or not done within a reasonable time, you can ask for a price reduction or a full refund.
The legal guarantee does not cover normal wear and tear, or damage caused by misuse, accident or not following the care instructions.
How to make a claim
- Email customerservices@newandlingwood.com with your order number, a short description of the fault and, if possible, photographs.
- We will reply within 2 working days and explain the next steps, including how to return the item to us free of charge if needed.
- Once we have assessed the item, we will repair or replace it or, where appropriate, offer a price reduction or refund.
You do not need to have kept the original packaging.
Last updated: 25/09/2026