Terms & Conditions

Last updated: 2026

GUR Sewing Machines is dedicated to providing the highest levels of customer satisfaction. All the products we offer are from recognised brands and are well proven for their reliability.

None of our terms affect your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Delivery

We will endeavour to despatch every order as quickly as possible.

We make every effort to comply with individual delivery arrangements, but we cannot be held responsible for delays or inconvenience caused by factors beyond our control.

All deliveries by carrier must be signed for.

Further delivery information: https://www.gursewingmachines.com/freedelivery

Returns Policy

Change of Mind Returns (30 Days)

If you are not completely satisfied with your purchase, you may return it within 30 days of delivery, subject to the conditions below.

You also retain your separate statutory right under the Consumer Contracts Regulations 2013 to cancel a distance contract within 14 days of delivery. Where you exercise that statutory right, those Regulations apply. This 30-day policy provides an additional voluntary right to return goods on more flexible terms.

Permitted Handling

You may handle the goods only to the extent reasonably necessary to check their nature, characteristics, and functioning, equivalent to the inspection you would carry out in a shop. For sewing machines, this typically includes:

Unboxing the item and reading the manuals.
Threading the machine and bobbin.
Sewing a small number of test stitches on scrap fabric to check basic operation.

Use, wear, soiling, or damage beyond this may result in a deduction from your refund to reflect the reduced value of the goods.

Retention of Original Packaging

Sewing machines are precision items that need proper protective packaging to survive transit safely. When your order is dispatched, we will email you with your invoice asking you to retain the original packaging (outer carton, internal foam or moulded inserts, and any protective wrapping) for the full 30-day return period.

Original packaging is strongly preferred for any return.

Conditions of Return

To return an item under this policy:

It must be complete with all accessories, presser feet, power cables, manuals, and included parts.
Its condition must be consistent with the permitted handling described above.
It must be securely packaged for transit as set out above.
Proof of purchase must be included.
Any free gifts received with the product must be returned with it, intact and unused.

Costs and Responsibility

You are responsible for return postage unless we agree otherwise in writing.
Original delivery charges are not refundable for change-of-mind returns.
The goods remain at your risk until safely received by us.
We accept no liability for items lost or damaged in transit where inadequate packaging or an untracked/uninsured service was used.

Transit Damage from Inadequate Packaging

If goods arrive back to us damaged because of inadequate packaging, we may apply a deduction to your refund to reflect the reduced value, or, where the item cannot be resold, decline a refund in whole or in part. This does not affect your rights where an item is genuinely faulty.

Deductions

Any deduction from your refund will be limited to:

The cost of missing items or components;
The measurable reduction in value caused by handling beyond what is reasonable;
Damage caused in transit by inadequate packaging; and/or
Reasonable costs to restore the item to a resalable condition.

We do not apply fixed or blanket restocking fees.

Items Not Eligible for Change of Mind Returns

The following are not eligible for return on a change of mind basis once opened, used, activated, or customised, where this was made clear before purchase:

Software that has been unsealed, downloaded, installed, or registered.
Downloadable electronic format products.
Parts that have been fitted.
Books with broken seals or opened packaging.
Fabrics cut specifically to order.
Made-to-measure extension tables cut for specific machines.
Furniture, chairs, and cabinets.
Cutting machines and fabric printers where software or consumables have been activated or used.
Printer inks that have been opened.
Design cards that have been opened or where the activation code has been activated.
Gift cards and vouchers.

This does not affect your rights where an item is faulty, misdescribed, or not fit for purpose.

Domestic Use Only

Our domestic sewing machines and overlockers are designed, manufactured, and sold for household use only. They are not intended or suitable for commercial, business, industrial, or production use. Using a domestic machine for such purposes places the machine under loads and operating conditions it was not engineered to withstand, and will typically result in premature wear, damage, or failure.

Where a fault, damage, or wear is found to have resulted from commercial, business, or production use of a domestic machine, this constitutes misuse. Such cases are not covered by this returns policy, the manufacturer's warranty, or your statutory rights, as the damage does not arise from a defect in the goods but from use beyond their intended purpose.

Please note that GUR Sewing Machines does not sell industrial sewing machines. We supply domestic models only. If you require a machine for commercial or production use, you will need to source one from an industrial sewing machine specialist.

How to Return an Item (Change of Mind)

Email info@gursewingmachines.com within 30 days of delivery.
Provide your order number and the reason for return.
Follow the return instructions we provide.
Package the item securely using the original packaging, or equivalent protective packaging.
Use a tracked and insured delivery service and keep your proof of postage.

Refunds (Change of Mind)

Change of mind refunds are processed within 14 days of us receiving the goods in resalable condition and issued to the original payment method.

Faulty Item Returns

We take reports of faulty goods seriously and will always honour your rights under the Consumer Rights Act 2015. This section explains how we handle suspected faults.

Reporting a Suspected Fault

Sewing machines are precision devices, and most reported issues turn out to be set-up, threading, tension, or maintenance related rather than an actual fault. To help us resolve issues quickly, please follow these steps before we arrange a collection:

Email info@gursewingmachines.com with your order number and a clear description of the problem.
Include photos and, where possible, a short video showing the issue.
Work through our remote support, which may include guidance by email, phone, or video call.
Try the simple troubleshooting steps we suggest (for example, re-threading, checking the needle, or adjusting tension).

Most issues are resolved at this stage at no cost to you.

Collection and Inspection

If we cannot resolve the issue remotely, we will arrange to collect the machine at our cost. Please return the item:

Complete with all accessories, cables, manuals, and included parts;
In its original packaging, or in packaging of equivalent protective standard; and
With proof of purchase.

Once received, the machine will be inspected by a qualified technician.

If the Item Is Genuinely Faulty

If we confirm a fault, we will provide a refund, replacement, or repair in line with your statutory rights. We cover all collection, return, and re-delivery costs. There are no inspection or handling charges, and refunds are issued to the original payment method.

If No Fault Is Found

If our inspection finds the machine is working correctly and the reported issue is due to user error, set-up, misuse, accidental damage, lack of maintenance, or use of unsuitable accessories, the following charges will apply:

The cost of collection;
The cost of returning the machine to you; and
A technician inspection fee of £23 per hour, charged for the actual time taken to diagnose the item (minimum charge of one hour).

We will tell you the exact total in writing before returning the machine, and the machine will be returned once payment is received. You may also choose to have the machine recycled at no further cost.

This does not affect your rights where an item is genuinely faulty.

Damage from Misuse

Damage caused by misuse, accidents, unauthorised repairs, use of incompatible parts, or use of a domestic machine for commercial purposes is not covered by your statutory rights and is not eligible for a refund, replacement, or repair under this policy.

Faults Reported After 30 Days

For faults reported more than 30 days after delivery, we will usually offer a repair or replacement first, in line with the Consumer Rights Act 2015. A refund may be offered where this is not possible.

Refunds (General)

Refunds are issued to your original method of payment.
Where a refund is due, it will be processed within 14 days of confirmation.
We do not deduct card processing fees, bank charges, or administrative fees from statutory refunds.

Products Damaged in Transit

All products are insured against damage in transit. Prior to despatch, all products are checked by our Quality Control Department in the United Kingdom and are supplied in perfect working order.

If your product arrives damaged or faulty, please report it to us as soon as you reasonably can after delivery, so we can resolve the issue quickly and arrange any necessary replacement, repair, or refund. Prompt reporting helps us investigate effectively and liaise with our delivery partners while the evidence is fresh.

Please report by email to info@gursewingmachines.com rather than by post or telephone, so that we have a clear written record of the issue from the outset.

When reporting transit damage, please include:

Your order number;
A clear description of the damage or fault;
Photographs of the damage to the product and, where relevant, the outer packaging; and
Where possible, a short video showing the issue.

Your statutory rights under the Consumer Rights Act 2015, including your 30-day right to reject goods that are damaged or faulty on delivery, remain unaffected.

Contract

After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this email, or confirmation of payment, does not mean that your order has been accepted. Your order constitutes an offer to us to buy a product. All orders are subject to availability and acceptance by us, and we will confirm such acceptance to you by dispatching your order, together with an invoice or delivery note.

Back Orders

In the rare event of an item being out of stock, we will contact you by telephone or email to explain when delivery is expected.

Tax Charges

20% VAT is included in all prices. Our VAT registration number is GB 547 521 146.

Payment Security

All payment information is encrypted in transit using industry-standard secure protocols (TLS). We do not store full card details on our systems. Card payments are processed by PCI-DSS compliant payment providers, and your card details are never visible in plain text to us or to any third party at any stage of the transaction.

Guarantees

All products are fully covered by the manufacturer's guarantee, details of which are included with each item.

Our extended guarantee policy mirrors the same cover for all sewing machines and overlockers.

At the time of placing the order, we ask each customer to retain their receipt (which will state the period of cover) and the original packaging for the duration of the guarantee period.

If your machine needs to be returned for repair under warranty, please contact us first so we can assess the issue and, where appropriate, arrange collection (mainland UK only), repair, and delivery back to you, provided the original packaging is available.

Where the original packaging has not been retained, the customer is asked to arrange delivery back to us at their own cost. We cannot accept responsibility for damage caused in transit due to insufficient packaging, and we reserve the right to apply a deduction or decline service where transit damage is the result of inadequate packaging.

We aim to carry out repairs and return the machine within 7–14 working days.

Where a fault is confirmed under the manufacturer's warranty or your statutory rights, no charge applies for the repair, collection (where arranged by us), or return delivery.

Where our inspection finds the machine is working correctly and the reported issue is due to user error, misuse, neglect, accidental damage, or use of unsuitable accessories, charges will apply as set out in the "If No Fault Is Found" section of this policy, including a technician inspection fee of £23 per hour (minimum one hour) and any applicable collection and return costs.

What's not covered

The guarantee does not cover:

Misuse, user error, or neglect.
Wilful or accidental damage.
Damage or wear caused by overuse, commercial use, or use of a domestic machine for production or business purposes.
Consumable items such as belts, bulbs, needle threaders, needles, bobbin cases, and needle plates.
Faults specifically excluded by the manufacturer's warranty, such as timing issues on certain models.

The Brother PR & VR Range

The supplier provides the following warranty for goods in the PR and VR ranges:

The goods shall be free from material defects in design, materials, and workmanship upon delivery and for a period of 12 months from the date of delivery (the "warranty period").
Parts subject to normal wear and tear are not covered by the warranty.
We do not provide in-home servicing, repair, or set-up visits for this range. All servicing and repair work is carried out at our premises by qualified technicians.
For any repair, service, or warranty work, the customer is asked to bring or send the goods to our premises at the customer's own cost. We do not arrange collections for the PR and VR range.
Where the customer chooses to send the goods to us, the goods must be packaged in their original packaging, or in packaging of equivalent protective standard, and sent using a tracked and insured delivery service. The goods remain at the customer's risk in transit, and we cannot accept responsibility for damage caused by inadequate packaging.
Replacement packaging for this range is not available to purchase from the manufacturer. We strongly recommend retaining the original packaging for the full warranty period.
Loan or replacement machines are not provided during repairs or servicing.

The warranty does not cover:

Goods altered, modified, or repaired by the customer or any third party without our prior written consent.
Defects arising from fair wear and tear, wilful damage, negligence, accidental damage, or abnormal storage or working conditions.
Damage or wear arising from use of the goods for commercial or production purposes where the model is intended for domestic use.
Faults specifically excluded by the manufacturer's warranty terms supplied with the goods.

Charges

Where a fault is confirmed under the manufacturer's warranty or your statutory rights, the repair will be carried out at no charge to you, and we will cover the cost of returning the goods to you following repair.

Where our inspection finds the goods to be working correctly, or finds that the reported issue arises from misuse, accidental damage, or other causes not covered by warranty, a technician inspection fee of £23 per hour (minimum one hour) will apply, together with the cost of returning the goods to you. We will provide a written estimate before any chargeable work is carried out, and the goods will be returned once payment has been received.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

Ex Display / Demonstration Machines

These are machines that have been unboxed in-store for customers to view and be demonstrated.

Ex-display and demonstration models are sold in "as new" condition. They are provided with the full manufacturer's warranty and a full set of standard accessories, unless stated otherwise in the product description. They carry the full statutory consumer rights.

Open Box Machines

Open-box models are machines that have been opened in-store for customers to view and possibly use, then immediately repacked. They have not been on display.

Open-box models are sold in "as new" condition and are provided with the full manufacturer's warranty and a full set of standard accessories, unless stated otherwise in the product description. They carry the full statutory consumer rights.

Price Match Promise

We will consider a price match request where all of the following apply:

The product offered by the competitor is the same model, on the same terms (including free gifts and accessories).
The competitor product is in stock and available for immediate delivery.
A GUR representative is able to verify the details on the competitor's website.
The price match applies to the product only, not to delivery or other services.

We will always try to match a price where we reasonably can. We reserve the right to decline or withdraw a price match where the competitor's offer cannot be verified, where stock is unavailable, or where the request is made in connection with a pricing error.

Promo Codes

Promo codes are offered at certain times of year to ensure our customers get the best deal available online. The following conditions apply:

Promo codes are valid only for the time period stated. Expired codes cannot be honoured or extended.
Expiration dates are final and cannot be amended.
Promo codes cannot be used in conjunction with any other offer, including reduced-price items, part-exchange offers, or bundled items (for example, a sewing machine sold with a thread pack).
We reserve the right to withdraw or amend promotional codes at any time without notice.

Platinum Discounts

Platinum discounts are offered to registered customers with a GUR account. The following conditions apply:

Platinum discounts may only be used against fabrics, haberdashery, spares, accessories, and machine accessories. They do not apply to machines, overlockers, steam presses, or white goods.
Platinum discounts are valid only for the time periods stated.
Platinum discounts cannot be used in conjunction with any other offer, promo code, reduced-price item, part-exchange, or bundled item.
We reserve the right to withdraw or amend platinum discounts at any time without notice.

Fabrics Cut to Measurement

Cut fabrics and made-to-measure items cannot be refunded, cancelled, or exchanged. Please order the total amount of fabric required for your project, as we cannot guarantee that further orders will be cut from the same dye batch.

Contacting Us

Website: https://www.gursewingmachines.com Email: info@gursewingmachines.com Address: GUR Sewing Machines, 37 New Summer Street, Birmingham, B19 3QN

Company Registration

GUR Sewing Machines is a trading name of GUR Enterprise (UK) Ltd, company number 03153051.

Privacy Policy

This Privacy Policy explains how GUR Sewing Machines collects, uses, shares, and protects your personal information when you visit our website or make a purchase from us.

Data Controller

The data controller for the personal information collected through this site is:

GUR Enterprise (UK) Ltd, trading as GUR Sewing Machines 37 New Summer Street, Birmingham, B19 3QN Email: info@gursewingmachines.com

Information We Collect

When you visit our site, we automatically collect certain information about your device, including your IP address, browser type and version, time zone, operating system, and information about cookies installed on your device. As you browse the site, we collect information about the pages you view, the products you look at, and how you interact with the site. We refer to this as "Device Information".

When you make a purchase or attempt to make a purchase, we collect your name, billing address, shipping address, payment information, email address, and phone number. We refer to this as "Order Information".

Together, Device Information and Order Information are referred to as "Personal Information".

How We Use Your Personal Information

We use the Personal Information we collect for the following purposes and on the following lawful bases:

To fulfil your order (lawful basis: performance of a contract) — processing payment, arranging delivery, providing invoices and order confirmations, and handling returns or warranty claims.
To communicate with you about your order (lawful basis: performance of a contract).
To screen orders for fraud or risk (lawful basis: legitimate interests — protecting our business and customers from fraudulent activity).
To improve our site and services (lawful basis: legitimate interests — operating and developing our business).
To send marketing communications (lawful basis: consent, or legitimate interests for existing customers under the soft opt-in rule), where you have not opted out.
To comply with our legal obligations (lawful basis: legal obligation) — including tax, accounting, and regulatory record-keeping.

You may withdraw consent or opt out of marketing communications at any time by contacting us or using the unsubscribe link in any marketing email.

Sharing Your Personal Information

We share your Personal Information only with third parties who need it to deliver our services to you. These include:

Delivery partners: Royal Mail, Parcelforce, DPD Local.
Manufacturers where we act as an agent: Brother Sewing Machines UK, Janome UK, Jaguar, Horn.
Payment and finance providers: Google Pay, Apple Pay, Novuna, Klarna, Omni Finance.
Analytics providers: Google Analytics — see https://www.google.com/intl/en/policies/privacy/. You can opt out at https://tools.google.com/dlpage/gaoptout.

We may also disclose Personal Information where required to comply with applicable laws, respond to lawful requests (such as subpoenas or warrants), or to protect our legal rights.

International Data Transfers

Some of our service providers (for example, Google) may transfer or store data outside the United Kingdom. Where this occurs, we ensure appropriate safeguards are in place — typically the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or transfer to a country covered by UK adequacy regulations.

Data Retention

We retain Order Information for a minimum of six years from the date of purchase to comply with our legal and tax obligations. Beyond this period, we may retain information where necessary for warranty, dispute resolution, or other legitimate business purposes. Marketing data is retained until you withdraw consent or opt out. You may request earlier deletion subject to our overriding legal obligations.

Your Rights

Under UK GDPR, you have the following rights in respect of your personal information:

The right to be informed about how your data is used.
The right of access — to obtain a copy of the personal data we hold about you.
The right to rectification — to have inaccurate data corrected.
The right to erasure — to ask us to delete your data, subject to legal obligations.
The right to restrict processing in certain circumstances.
The right to data portability — to receive your data in a structured, machine-readable format.
The right to object to processing carried out on the basis of legitimate interests or for direct marketing.
The right not to be subject to a decision based solely on automated processing.
The right to withdraw consent at any time, where processing is based on consent.

To exercise any of these rights, contact us at info@gursewingmachines.com.

Right to Complain

If you are not satisfied with how we handle your personal information, you have the right to complain to the Information Commissioner's Office (ICO):

Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Helpline: 0303 123 1113 Website: https://ico.org.uk

Cookies

Cookies are small data files placed on your device that often include an anonymous unique identifier. For more information about cookies and how to disable them, visit http://www.allaboutcookies.org.

Behavioural Advertising

You can opt out of targeted advertising using the links below:

You can also opt out via the Digital Advertising Alliance: http://optout.aboutads.info/

Changes to This Policy

We may update this privacy policy from time to time to reflect changes to our practices or for operational, legal, or regulatory reasons. Updated versions will be posted on this page with a revised effective date.

Contact Us

For questions about our privacy practices, to exercise your rights, or to make a complaint, please contact:

GUR Sewing Machines 37 New Summer Street Birmingham, B19 3QN Email: info@gursewingmachines.com