Janome Sewing Machine Policies

Warranties

Most Janome sewing machines and overlockers come with a two years parts and labour warranty. For the majority of models sold in the UK, this two year term may be extended to up to five years. Full details and an application form are enclosed with each product. We suggest that you register your warranty online. Parts and accessories do not carry the two year warranty. If you have any questions, please contact us.

Returns policy

Janome sewing machines

If you've received a machine and you feel it is faulty or has been damaged, please contact us immediately. We will need as many details as possible about the fault and pictures if damage has occurred. In these cases, we’ll advise you of the steps we can take to resolve the issue, replace the machine or process the return.

If you've purchased a machine and changed your mind, you have the statutory right to return it if the following conditions are met: 

  • The item(s) is in stock condition i.e. as it was when it was delivered to you
  • You inform us of your desire to cancel within 14 calendar days of delivery of the product(s)
  • You pay the return delivery charges
  • Goods are returned to the shop within 14 calendar days of cancellation

We will withhold refunds until the goods are returned (or evidence of return is provided) and we can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods were as expected. We will refund within 14 days of cancellation of service contract or receipt of goods (or of evidence of the consumer returning them). Where the consumer cancels a contract, any ancillary contract (such as a warranty or credit agreement) is automatically cancelled.

Janome feet and accessories

Unopened and unused feet and accessories can be returned in their original condition within 14 days for exchange or store credit. When making an exchange, the customer must pay for all shipping costs associated with the exchange. If the item you ordered was damaged in transit, please contact us with a picture of the damage and we will replace the item and provide you with details on how to return the damaged item. In these cases we will accept responsibility for the cost of the return.

Servicing

Having your machine serviced regularly can prevent the need for costly repairs. We work with a local partner to provide servicing and repairs for our Janome customers. Prices start at £70 for a basic service plus a £15 fee for collection and delivery. If you would like a quote for your machine, please contact us. Please note, machines must be in their full original packaging of the machine including polystyrene, to ensure they will not be damaged in transport. If you need to purchase new packaging, please contact us or Janome customer service. Prices for replacement package start at £15.

Repairs

Many problems with your sewing machine are simple to fix. If your machine develops a problem or if you feel the machine is not working as it should, please start by reading our troubleshooting FAQ. YouTube is also a great resource for problem solving. The Janome USA YouTube page is the best place to start your search.

Customers who have purchased their machine from The Village Haberdashery can contact us by phone or by email for free help and advice. Please have your order number ready so we can confirm you purchased your machine from our shop. If we are unable to resolve the problem with you by phone and your machine is in need of repair, we will offer to collect, repair and return your machine to you. Please note that if your machine is out of warranty, this service may be chargeable.

If our engineer finds that the machine is faulty due to no fault of the user and any parts which have gone faulty are covered by warranty then all work will be carried out under warranty with no charge to the customer. If the fault is due to misuse, user error or neglect then a charge will be applied to rectify the problem including the costs of any parts needed, labour, collections and re-delivery charges. If charges are applicable they must be paid by the customer before a machine will be returned.

In every situation, in order for us to collect the machine, whether it be free of charge or paid for, you must have the full original packaging of the machine including polystyrene. If you need to purchase new packaging, please contact us or Janome customer service. Prices for replacement package start at £15. If the machine arrives to us without this packaging we will then not carry out any repair work to the machine. Should the machine arrive damaged by the courier due to insufficient packaging we will not accept responsibility. Once we have received the machine and delivered it to our engineer, we will provide you with an estimated time for repairs. Please note this can take up to 7-14 days. We will always do our best to make sure your issue is resolved and your machine returned as quickly as possible.