Returns Procedure

At Sure Spares, we want you to feel confident when ordering appliance spare parts. If you need to return an item, please read the information below before sending anything back to us.

Change of Mind Returns

If you purchased online and wish to return an item because you changed your mind or ordered the wrong part, please contact us as soon as possible.

In most cases, customers have 14 days from receiving their order to inform us that they wish to cancel or return the item. Once a return has been approved, the item should be sent back within 14 days.

Returned items must be unused, unfitted, in the same condition that you received them and, where possible, in the original packaging.

Please do not send your purchase back to the manufacturer.

Before Returning an Item

Please contact us before returning any product. This allows our team to confirm the return details and provide the correct return instructions.

To complete your return, we may require your order number, receipt or proof of purchase.

If you ordered the wrong part, please include your appliance model number when contacting us. Our team may be able to help check compatibility and advise on the correct replacement part.

Non-Returnable Items

Some items may not be eligible for return for hygiene, safety or product-specific reasons.

Non-returnable items may include:

Cleaning products
Items that have been fitted, installed or used
Items that are damaged, altered or missing parts for reasons not due to our error
Hazardous, flammable or restricted goods
Gift cards
Downloadable or digital products
Certain health, appliance or personal care items where hygiene or safety rules apply
Also, all products sold via Email or WhatsApp and informed as Special Order, can not be returned or refunded

Return Conditions

Returned items must be:

Unused
Unfitted
In the same condition as received
Returned with all parts and accessories
Packed safely to avoid damage in transit
Returned in the original packaging where possible

Items that are returned used, fitted, damaged, incomplete or not in their original condition may be refused or may only qualify for a partial refund.

Partial Refunds

There are certain situations where only a partial refund may be granted. This may include:

Items not returned in their original condition
Items damaged or missing parts for reasons not due to our error
Items returned outside the applicable returns period
Items returned without suitable packaging

In these cases, the customer may be responsible for return postage and a partial refund may be applied after inspection.

Faulty or Incorrect Items

If you believe your item is faulty, damaged on delivery or incorrectly supplied, please contact us as soon as possible.

Please include:

Your order number
A short description of the issue
Photos or videos, where relevant
Your appliance model number, if compatibility is involved

If the issue is due to an error on our side, we will take responsibility and advise you on the next steps.

Exchanges

We only replace items if they are defective, damaged on delivery or incorrectly supplied.

If you need an exchange, please contact us first so our team can review the issue and provide instructions.

Refunds

Once your returned item has been received and inspected, we will notify you by email or message to confirm whether your refund has been approved or rejected.

If approved, your refund will be processed to your original payment method. Refunds usually appear within 3 to 7 working days, depending on your bank or payment provider.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again.

Then contact your credit or debit card provider, as it may take some time before the refund is officially posted.

Next, contact your bank. There is often processing time before a refund appears.

If you have done this and still have not received your refund, please contact us and our team will help.

Sale Items

Sale items or discounted items may not always be eligible for return unless they are faulty, damaged or incorrectly supplied.

Shipping Returns

Please contact us before sending any item back. If your return request is accepted, we will provide return instructions.

Return shipping costs are normally the responsibility of the customer unless the item is faulty, damaged on delivery or incorrectly supplied by us.

Shipping costs are non-refundable unless the issue was caused by an error on our side.

Depending on where you live, the time it takes for a replacement or exchanged item to reach you may vary.

Compatibility Note

Many appliance spare parts look similar but may not fit every model. We strongly recommend checking your appliance model number before placing an order.

If you are unsure whether a part is suitable, contact us before purchasing and our team will do our best to help check compatibility.

Need Help?

If you need help with a return, replacement, refund or compatibility check, please contact our support team before sending anything back.