Frequently asked questions
- » Why buy a Replacement Guarantee - is my new appliance likely to breakdown?
Even the most reliable products and brands can develop faults, which is why every major electrical retailer usually offers a 12-month guarantee.
The Replacement Guarantee also includes accidental damage as
we know how easy it can be to drop something. If you accidentally damage it and it stops working, we could replace it with a new
one of the same or similar specification.
- » 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 mechanical and electrical breakdown, and may not cover you for accidental damage. You may also need to pay an excess charge and
your premiums may increase as a result of claims. With our cover, mechanical / electrical breakdown and accidental damage will be
covered 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 mechanical or electrical breakdown but may not cover your product if you accidentally damage it. With our
Replacement Guarantee you’ll be covered for up to 4 years after the manufacturer’s guarantee dependent on the length of cover applicable.
If your product doesn’t work as a result of being accidentally damaged, we’ll replace it.
- » Can I only buy a Replacement Guarantee for products I’ve bought from you?
Yes - you can’t buy them for products bought elsewhere.
- » Isn't the Replacement Guarantee expensive?
The cost of a Replacement Guarantee is small compared to the amount you may have to pay to repair or replace your product.
- » Can I claim on my Replacement Guarantee even if the same product specification is no longer available in the catalogue?
Yes, if we can’t replace it, we’ll credit your account or issue you a cheque for the current retail value.
- » Is there an excess to pay on my Replacement Guarantee?
No, there isn’t. If your product stops working during the term of your Replacement Guarantee, we could
give you a replacement at no additional cost to yourself.
- » I bought a Replacement Guarantee and have decided I no longer want it. Can I have my money back?
If you cancel the Replacement Guarantee in the first 45 days, you’ll get a full refund providing that you haven’t made a
successful claim. After 45 days, you’ll get a proportionate refund based on the remaining term outstanding.
- » Will my Replacement Guarantee end if I make a claim?
Yes - if your item is replaced then the cover will end and you’ll be given the option to purchase a
new Replacement Guarantee for your replacement product.
- » How do I make a claim?
The claims process is very straightforward. One call to us on 0844 391 4025 and we’ll
arrange for a replacement of the same or similar specification to be delivered to you.
- » If my product breaks down 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 appliance i 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 appliance was faulty when it was sold. For more information
you could contact your local trading standards department or Citizens Advice Bureau.
- » Can Replacement Guarantees be bought elsewhere?
You can arrange to buy a warranty or service plan from insurers, utility companies, credit card companies,
manufacturers, some other retailers and specialist online providers, but they may not provide the level of support or service as us.
Replacement Guarantee is offered by Shop Direct Home Shopping Limited.
Underwritten by London General
Insurance Company Limited, Registered Office;
Integra House, Floor 2, Vicarage Road, Eg
ham, Surrey, TW20 9JZ, Registered Number
1865673. London General Insurance Company
Limited are authorised and regulated by
the Financial Services Authority.