Frequently Asked Questions

Replacements

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  • If we decide your appliance is beyond repair, we could replace it with one of the same or similar specification.

    We’re proud to say we replaced 320,000 appliances in 2016.

    If we replace your appliance, you can choose to pay for professional installation and may need to pay any remaining plan charges. Please check your plan terms and conditions for more information.
  • If the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.

    You should hear from them or us within 48 hours. But if you still haven’t had an update, please call us on 0800 561 4493. Open weekdays 8am-6pm, Saturdays 8.30am-4pm. Calls may be recorded and monitored for quality and training purposes.
  • We can arrange for some appliances to be installed at the same time they're delivered. We’ll go through the options when processing your replacement, letting you know if there are any charges.
  • We hope you’ll be happy with your new appliance, but we know occasionally you’ll still have questions. Please give us a call free on 0800 597 8608. Open weekdays 8am-6pm, Saturdays 8.30am-4pm. Calls may be recorded and monitored for quality and training purposes.
  • When we replace your appliance, we can also arrange for it to be professionally installed and for the responsible disposal of your old one. These services may have an additional charge.

    Your plan will also end immediately as you will then have a new appliance. This means you’ll need to pay any remaining plan payments.

    We’ll tell you the exact cost at the time so there won’t be any surprises.