Product Replacement: Step-by-step guide

This guide is here to help you order your replacement product online. Let's get started!

1. When you need a replacement2. Choose your product online3. Add installation or recycling4. Protect your new appliance5. Complete your order
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1. When you need a replacement

If the engineer finds your broken product can't be repaired, they'll tell us within 48 hours of their last visit to you.

Once they've told us, we'll send you a text or email about replacing your product. That will include a phone number or a link.

If it's a phone number, call us to order your new product. If it's a link, follow that to order online.

What happens to your plan

If we find your product can't be repaired, that means your plan for that product will end. If we can, we'll give you the option to buy a new policy when you order your new product. This depends on your appliance, its manufacturer and the type of plan you had.

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2. Choose your product online

To view the products available, follow the link in the text or email we will have sent you. The link doesn't have an expiry date so you can use it whenever you need.

We regularly update our website to show the products that are in stock at the time. This means the products we offer you may change over time, and also the fees for enhanced models.

See the available models

The first page has a short intro that you can skip or read through. After that, at the top of the page you'll see the details of your broken product and your old plan.

The next section down shows the new models you can choose. These will have similar specifications to the broken product you're replacing.

Sometimes you'll have the option to choose an upgraded model for an additional fee. If so, you'll see that at the bottom of the page.

Look at a single model

To see more details about a model, just click 'Find out more'. This will take you to a product details page where you'll see an overview and a full table of specifications.

Compare several models

You can compare two new models with the product you're replacing at once. If we don't have your old product's specifications, you can compare three new models with each other instead.

Select the models you want to compare by clicking 'Compare my product' on each one. Then click the blue button that appears saying 'Compare models'.

Continue and you'll see a table showing the full specifications of each model side by side. To see how the models differ, you can select 'Only show differences'.

Check the key features

It's important to double-check the product's specifications before ordering, especially:

  • The product's colour
  • Whether it's integrated or free-standing
  • Whether it will fit in the space

When looking at the product's size, be aware that it will be delivered to the room in its packaging. So you should check that your doors are wide enough to allow for the product plus its packaging.

As an example, here is the size of an American fridge freezer with and without packaging:

  • Unpackaged – (H) 178cm x (W) 90.8cm x (D) 69.2cm
  • Packaged – (H) 190.7cm x (W) 97.4cm x (D) 77.6cm

Select a model to order

When you find a model that suits you, click 'Select' to move on. You'll land on a page where you can review the product details.

If you're happy, click the blue button saying 'I want this one'.

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3. Add installation or recycling

After you select a model, we'll offer you services like installation and recycling if we can. This depends on the product you're ordering and its supplier.

If you choose one of these paid services, they'll be added to the basket you'll see on the next page.

Prepare for installation or recycling

If you want your old product recycled, it's important to prepare it first. Or if you book installation for your new product, there are also things to check before it's delivered.

You can find full details of this and related questions in our product replacement FAQs:

  • Preparing for installation or recycling
  • How stairs can affect deliveries
  • Keeping your old product
  • Getting a product disconnected
  • When installation will happen
  • Installation of integrated appliances

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4. Protect your new appliance

At this point, the plan you had for your broken appliance will have ended. Don't worry though, we'll offer you a new policy for the replacement appliance if we can. This depends on your appliance, its manufacturer and the type of plan you had before.

Check the policy's right for you

Before buying, you should check what's included and not included in the new policy. Also please read the policy terms and conditions and the Insurance Product Information Document carefully.

When you add the protection policy, this is added to the basket you'll see on the next page.

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5. Complete your order

After you've added any services or protection, you'll reach the 'Complete your order' page. At the top is a summary of any payments you'll make. Click 'Show purchase details for a full view of these.

Check your delivery details

In the section underneath you can change your delivery details and give us special instructions if needed.

Make or set up any payments

If you've chosen to purchase a new policy, you can change or confirm your Direct Debit information. If you've chosen a paid service like installation or recycling, you can pay on this page by card.

Then you just need to confirm your order and you'll see all these details on the confirmation page.

Looking for more help?

Check out these helpful answers, or talk to us on live chat on our FAQs page.
Learn why there's a fee for some replacements

The models we can offer always depend on stock availability and the plan you have.

There will be no charge if you pick a model that's similar to the one you had before.

If available, we will also offer you a product with upgraded specifications. These products might have a higher capacity, improved efficiency, or different features, for example. If you choose one of these enhanced models, then we'll ask for an additional fee.

Check you're ready for delivery, installation or recycling

Before the team comes to install your new product or recycle your old one, you should check:

  • The old product is disconnected and ready to be removed
  • It's safe and easy to enter your property
  • Nothing is blocking the path to where you want the new product

There are also some specific steps for cookers, fridges, freezers, washers and dryers.

Fridges and freezers

Before installation:

  • Disconnect the old appliance

Before recycling:

  • Turn off the old appliance at least 24 hours before it's removed, so it has time to defrost
  • Remove all the contents from the old appliance

Washers and dryers

The steps here apply to freestanding washers and dryers.

Before installation, check:

  • The space where you want the appliance is within 1 metre of the water supply and waste outlet
  • There's a 13 amp power socket within reach of the appliance's power cable

Important notes:

  • The team will remove the appliance's transit brackets for you
  • We can't connect to extension cables, extended waste pipes or hardwiring, or cut off the plug
  • We'll test and level the appliance if needed
  • We can't continue if a connection is unsuitable or fails testing
  • We can't continue if there's a mechanical issue, like wrong water pressure

Before recycling:

  • Disconnect the old appliance
  • Remove all its contents


Before installation:

  • Check there's a suitable electric connection within 2.5 metres of where you want the cooker
  • Check the ON/OFF switch on the wall isn't directly above the cooker or over 2 metres away

Important notes:

  • The team will disconnect your old cooker if it's electric
  • We can't continue if a connection is unsuitable or fails testing
  • We can't connect to an extended cable or extension lead

Before recycling:

  • For a gas cooker, have it disconnected by a Gas Safe registered engineer
Track a replacement product being delivered

You'll be able to pick a delivery date when ordering your new product. This will usually be a day from Monday to Saturday, depending on the supplier.

If you can't remember the date you booked, check the confirmation email or text message you received.

If you don't see the option to choose a date online, the supplier will contact you to arrange delivery.

If your order is from Currys, they may use DPD to deliver small items like mobiles and tablets. In that case, DPD will text you a 2 hour timeslot on the morning of the delivery. The text will also have a link where you can track the driver in real time.

Change a delivery date

To change the delivery date you booked, you can contact the supplier that's delivering your product.

To allow enough time, you should try to get in touch no later than 24 hours before the delivery date.

To find their contact details, look at the confirmation email you received after ordering. If you still can't find their contact details, you can talk to us on live chat.

A live agent is online at these times:

Weekdays, 8am – 6pm

Saturdays, 8.30am – 4.30pm

Our chatbot is here to help outside of those times.

Change the product you've ordered

To get help with changing an order before delivery, we recommend talking to us on live chat.

A live agent is online at these times:

Weekdays, 8am – 6pm

Saturdays, 8.30am – 4.30pm

Our chatbot is here to help outside of those times.

If your product has been delivered or is on the way, you may have to pay a fee to change it.