Frequently asked questions
- » Why should I buy Furniture Insurance - is my furniture likely to break?
Even the most reliable products and brandscan develop structural defects. As your furniture gets older there’s a higher likelihood that it could develop a structural
defect. Shop Direct Furniture Insurance provides protection for up to 3 years, giving you the peace of mind that you wouldn’t need to pay for repair or replacement if your product developed a fault within this time.
The cover for structural defects starts 12 months after the date of delivery once your 12 months manufacturer’s guarantee has ended.
The policy also covers you for accidental damage including staining, rips, tears & burns
from the day your furniture is delivered. The cover excludes some situations for example; negligence or reckless use, wilful abuse or misuse
and wear and tear.
- » Will I be covered under home contents insurance?
Please check your household insurance policy carefully to see what you’re covered for. Typically, your household insurance
won’t cover you for structural defects to your furniture and may not cover you for accidentaldamage to it, either. You may also need to pay an excess charge and your premiums may increase as a result
of claims. With our Furniture Insurance, structural and accidental damage will be included as standard with no excess to pay.
- » Won’t my product come with a manufacturer’s guarantee?
Most manufacturers offer a 12-month guarantee against any structural defects. With our Furniture Insurance you’ll be protected for up to 3 years after
the manufacturer’s guarantee, and if we can’t repair it we’ll arrange a replacement. In addition, most manufacturer’s guarantees won’t cover you for accidental damage.
- » Isn't Furniture Insurance expensive?
The cost of Furniture Insurance is small compared to the amount you may have to pay to repair or replace your item.
- » Is there an excess to pay on my Furniture Insurance?
No, there’s no excess to pay if your product needs to be repaired or replaced.
We’ll arrange to repair your product at no cost to you subject to the terms and conditions.
- » Will my Furniture Insurance end if I have any repairs?
No, our Furniture Insurance will continue after you’ve had a repair carried out
and there’s no limit to the number of repair requests you can make, up to the original purchase price of the product.
- » Will my Furniture Insurance end if my item is replaced?
If your item is replaced then the Insurance will end and you will be given
the option to purchase a new furniture policy for your replacement product.
Please note, if you’ve bought insurance to cover a set, such as a three-piece suite for
example, the cover will continue for any items which haven’t been replaced.
- » How do I make a claim?
The process is very straightforward. One call to our claims administrator
TWG and they will arrange to repair your product. Call-out, parts and labour
charges are all covered and there are no forms to fill in. It couldn’t be simpler!
If your claim is due to staining you must report your claim within 24 hours.
If your claim is due to structural defects, accidental damage, rips, tears or burns,
it must be reported to TWG within 5 days.
- » If my product has a structural defect, do I have rights under the Sale of Goods Act?
You’re protected under the Sale of Goods Act 1979 and under the Supply of Goods to Consumers
Regulations 2002. If the product is not of satisfactory quality or fit for purpose, you have the
right to claim for repair or replacement for up to 6 years. However, after the first 6 months,
you’ll need to prove that the item was faulty when it was sold. For more information you could
contact your local trading standards department or Citizens Advice Bureau.
- » If my furniture has a structural defect in the first year, who should I contact?
You must contact the manufacturer, as structural defects within the manufacturer’s guarantee are not covered under this insurance.
- » I have a three-piece suite. One of the armchairs is damaged and can’t be repaired or replaced, so what will happen?
If the three-piece suite is no longer available in the catalogue, we would replace your chair with a similar chair of your choice (subject to the market value). Alternatively you could be offered a cash settlement.
- » I’ve decided that I don’t want the Furniture Insurance any longer - can I cancel the policy and get my premiums refunded?
If you’re cancelling your policy within the first 30 days of taking out the cover, you’ll receive a full refund of your premiums providing you haven’t made a claim. If you want to cancel after the first 30 days, you won’t your premiums refunded.
Furniture Insurance is offered by Shop Direct Home Shopping Limited. Underwritten by London General Insurance Company Limited.
Registered Office; Integra House, Floor 2, Vicarage Road, Surrey, TW20 9JZ. Registered Number 1865673. London General
Insurance Company Limited are authorised and regulated by the Financial Services Authority.