Product not working?
It's never nice when something breaks down or isn't working as it should, particularly if the manufacturer's guarantee has run out too. There is time and hassle finding a local technician who can fix the fault, and then you have to pay for the emergency callout, plus what if your product can't be repaired?
What is a Product Breakdown or Replacement plan?
We offer this plan on some of the powered items (for example electrical appliances) you order from us. It works a little differently depending on the original price of your item.
- If you paid £200 or less for your item, the insurer will provide an exact replacement or if it's not possible a product of the same kind and quality.
- If you paid more than £200 for your item the insurer will pay for the repair but don't worry it doesn't finish here; if it can't be repaired you will be given an exact replacement or if not possible a product of the same kind and quality.
- If no replacement can be found the insurer might decide to credit your account with the amount you paid for the item.
- The plans are individually priced and you can see plan price on the product details page, so whether you are ordering a steam mop or a tablet, we have a plan to cover you. To find out more details about the insurer, what your plan covers and how to make a claim, see About Our Product Breakdown or Replacement Plan.
How can I get a plan?
If you are shopping online, we will tell you if cover is available on the product details page for the item you are ordering. Check you are happy with the price of the plan and the cover it offers before you select your preferred plan option. We will automatically add it to your account and you will see it on the same bill or statement as the item you have ordered.
We will send you the cover details in the post. You should read these and keep them in a safe place. You can also read more about the plan in About Our Product Breakdown or Replacement Plan.
How do I make a claim?
If your Product Replacement/Breakdown Plan was purchased between July 2013 and February 2017, you need to call Business & Domestic Administration Services on 03300 555244. Their address is Business & Domestic Administration Services, Warranty House, Savile Street East, Don Valley, Sheffield, S4 7UQ.
If your Product Replacement/Breakdown Plan was purchased after May 2017 you need to call Castelan Limited on 0330 024 0367. Lines are open between 9am and 5:30pm Monday to Friday. Alternatively, you may send an email to firstname.lastname@example.org or write to Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.
What else do I need to know?
If you have purchased this plan it will only cover the product that you bought it for and will only apply once the manufacturer's guarantee has expired. This plan is not available for items that have a manufacturer's guarantee of more than 12 months. Your claim will be assessed by the insurer to check if it's covered within the plan you have bought.