Thank you for your feedback, Ella.
We’re sorry to hear that this was your experience, however we would like to clarify a few important points for transparency.
From your initial message, the performance described does not reflect the normal operation of the Tecnora Culinova. The blender has been extensively tested on ingredients such as bananas, grapes and significantly tougher blends, and this is also reflected in the experience of the vast majority of our customers.
We also note that the blender was used for approximately two weeks prior to this concern being raised.
In order to resolve this for you, we requested a short video to help diagnose the issue quickly — a standard step used to identify whether there may be a setup issue or a fault with the unit. Unfortunately, this was declined.
Despite this, we still offered:
• A replacement unit
• The option to return the blender for inspection, with a refund issued if a fault was found
These options were provided to ensure you would receive a product that performs exactly as intended.
As per standard policy and in line with the Consumer Contracts Regulations 2013, we are only able to accept returns of unused appliances or items returned in the same condition in which they were received. Where a product has been used, we are still fully committed to resolving any genuine faults through inspection, repair, replacement, or refund where applicable.
We remain more than happy to resolve this for you and would still encourage you to get in touch so we can make this right.