Service Guarantee
Frequently asked questions

  • » Why get an extended warranty, is my new appliance likely to breakdown?
  • Even the most reliable products and brands can develop faults that lead to an electrical and/or mechanical breakdown.

    It is for this reason that major electrical retailers offer extended warranties in some form or another.

    As your appliance gets older there is a higher likelihood that it could develop a fault and the Shop Direct Service Guarantee provides protection up to 5 years, giving you the peace of mind that you would not need to pay for repair or replacement in the event that your product develops a fault in this time. Service Guarantee does not include some situations, for example accidental damage, and any wilful act or neglect.
  • » Will I be covered under home contents insurance?
  • Please check your household insurance policy carefully to see what you are covered for. Typically your household insurance will not cover you for mechanical or electrical breakdown. You may also need to pay an excess charge and your premiums may increase as a result of claims. With our Service Guarantee, mechanical & electrical breakdown will be included as standard with no excess to pay.
  • » Won't my product purchase come with a manufacturer's guarantee?
  • Most manufacturers offer 12 months guarantee against any mechanical breakdown. With our Service Guarantee you will be protected beyond the manufacturer's guarantee and if we can't repair it then we will arrange a replacement.
  • » Isn't the Service Guarantee expensive?
  • The Service Guarantee cost is a small amount to pay in relation to what you may have to pay a repair agent to fix your broken Product.
  • » Is there an excess to pay on my Service Guarantee?
  • No, there is no excess to pay if your product needs to be repaired. An engineer will arrange to repair your product at no cost to you.
  • » Will my Service Guarantee end if I have any repairs?
  • No, our Service Guarantee will continue after you have had a repair and there is no limit to the number of repair requests you can make, up to the original purchase price of the product. However if your item is replaced then the Guarantee will end and you will be given the option to purchase a new Service Guarantee for your new replacement product.
  • » How do I make a service request?
  • The process is very straightforward. One call to us and we'll arrange a call back from a repairer, normally within 2 hours, to set up a convenient time to visit. Most repairs are completed within 2 days of the repairer's visit and, if we can't repair it, we'll arrange for a replacement. Call-out, parts & labour charges are all covered and there are no forms to fill in. It couldn't be simpler!
  • » If my product breaks down do I not have rights under the Sale of Goods Act?
  • You are protected under the Sale of Goods Act 1979 and under the Supply of Goods to Consumers Regulations 2002. If the appliance 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 will 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 Extended Warranties be purchased 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 same level of support or service as us.
Call to buy on:
0844 822 4706

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Service Guarantee is offered by Shop Direct Home Shopping Limited and is provided by The Warranty Group Services (Isle of Man) Limited, St George's Court, Upper Church Street, Douglas, Isle of Man, IM1 1EE. SDHS reserves the right to change provider. Service Guarantee agreements are backed by trust funds held by an independent trustee. Service activation requests are administered by Shop Direct Finance Company Limited. Registered Office: Aintree Innovation Centre, Park Lane, Netherton, Bootle, Liverpool, L30 1SL. Registered Number 4660974.
Calls made from BT landlines will cost no more than 5p per minute. Charges will vary for calls made via other service providers
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