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Buying guides
Guarantees, warranties and helplines
Prices at John Lewis
Swatches service
Further questions
What do we mean by Clearance?
 

Buying guides
Our buying guides give general advice about buying and caring for a wide range of products as well as information about in-store services. Click here for the list of buying guides.
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Guarantees, warranties and helplines

Guarantees

We always honour the manufacturer's guarantee period where offered; these are usually one year unless otherwise stated. Please see individual product pages for details.

In addition to the first year manufacturer’s guarantee on large electrical domestic appliances, computers, non-portable hi-fi equipment, DVD and VHS players/recorders and camcorders, we provide a free second year service guarantee . This includes accidental damage cover on large electrical domestic appliances only and, where appropriate, frozen food loss insurance, subject to certain terms and conditions listed below.

If you have purchased a television, your service guarantee is automatically 5 years in total, or 3 years for a John Lewis large electrical domestic appliance. These are also subject to the following.

This additional service guarantee provides :

  • A repair service in the event of breakdown of any functioning part of your product, for the period stated by the John Lewis guarantee.
  • We'll provide the repair service without charge up to a cost equal to the original purchase price paid for the product.
  • All repair services are provided by authorised service technicians.
  • If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you.
  • Occasionally, we may ask you to pay for the repair and claim the cost of the repair from us.

    These service and repair costs are excluded from the guarantee

  • Repairs due to breakdown caused by use other than domestic by you or family, or by deliberate damage or neglect of the product.
  • Consumer replaceable items including, but not limited to, batteries, light bulbs and other consumables.
  • Cosmetic damage and/or non-functional parts which do not affect the normal use of the product including cabinet trim, scratches and rust.
  • The unblocking of drainage channels or refrigeration products.
  • Work which relates to a manufacturer’s recall of the product.
  • Any loss suffered as a result of not being able to use the product, or any loss other than the repair or the replacement cost of the product.
  • We reserve the right to charge for the expense of a service call when no fault has been found with the product after we have inspected it.

    Extended warranties

    If you wish, you have the opportunity to purchase an extended warranty (John Lewis Service Plan) on many electrical products, in order to cover repair costs once the manufacturer's guarantee has expired. The warranty also acts as insurance to cover repairs needed because of accidental damage, not usually covered under the service guarantee.

    Please note that extended warranties are also available from alternative providers such as manufacturers and insurers. Your household contents insurance may also provide cover against accident, fire or theft .

    You can buy an extended warranty from us at the same time as you purchase the electrical item, or if you prefer, you can wait and buy it within 30 days of purchasing the item. If you do decide to delay purchase of a warranty, then you'll need to buy the warranty by phone or by downloading an application form. Please click here for further information, or call 0844 871 7771 with details of your purchase and your credit or debit card details to hand. You can cancel the John Lewis Service Plan policy without penalty in the first 45 days of taking it out.

    Helplines

    We offer access to a 90 day helpline when you buy a new desktop or laptop computer from John Lewis. The service is available for a period of 90 days from the date you make your purchase, and you can call the helpline on 0870 600 0060 from 8am to 11pm, seven days a week. National call rate applies.

    When you buy a computer from us, we also offer a variety of computer installation and start-up tuition services from £49.50. Please ask for details in computer departments in our shops, and take proof of purchase with you.

    If you need help with any other product on our website, please email our Customer Service team or telephone on 08456 049 049, any time between 7am and midnight, 7 days a week.

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    What do we mean by Clearance?
    There are 3 kinds of Clearance bargains:

  • Reduced for clearance - Goods we no longer wish to stock, such as discontinued lines or colours.
  • Seconds - These goods may be slightly imperfect, or sizes may vary slightly, but the overall quality and performance of the products won't be affected.
  • Special purchase - These products offer exceptional value. We can sell them at such keen prices because we've obtained discounts from suppliers on one-off ranges for a limited period.

    Like all goods we sell, Clearance bargains offer a keen combination of quality and value. All our usual services apply during Clearance, including free standard delivery on orders over £30.

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    Prices at John Lewis

    All our prices include VAT but exclude delivery charges. Standard delivery is currently free on all orders over £30 as in our shops, but we do charge for next and named day delivery. If you order online and collect from our shops (available on selected items), then delivery is free regardless of order value. Find out more about our deliver to shop service.

    Our online prices are the same as in John Lewis shops, although occasionally you may find a lower price in one of our shops if they're matching the price of a local competitor, or online if we have a johnlewis.com special offer.

    Because of our 'Never knowingly undersold' policy, if our shops are matching prices nationally, then our online prices will go down (and up) accordingly. The prices in our catalogues are the same as in our shops at the time of going to press, but may be subject to change during the life of a catalogue.

    We don't apply our shops' 'Never Knowingly Undersold' pricing promise to our online and catalogue prices, or price match any online or catalogue competitors. This is because we're unable to verify the availability and comparability of the goods and the standards of service and support that are offered by others. However, you can always be assured of the same dedication to competitive pricing and exceptional value you find in our shops.

    View more details of our price commitment (opens a new window)

    Waitrose wine: The offers and promotions that are available in our shops do not necessarily apply to Waitrose Wine Direct and vice versa.
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    VAT Frequently Asked Questions

    Why has VAT been reduced?
    The Chancellor of the Exchequer announced a reduction in VAT from 17.5% to 15% from Monday 1st December for 13 months until 1st January 2010.

    Why are we applying a reduction of 2.128% and not 2.5%?
    If we take the example of a product selling at £117.50, this contains 17.5% VAT (value added tax) which is £17.50. The new VAT rate of 15% means this same product will sell for £115.00. Whilst this is a 2.5% reduction from 17.5% to 15%, the change in selling price from £117.50 to £115 is actually a reduction of 2.128%.

    How are we applying the price changes?
    All items where VAT applies are at the new lower rate. Our price has reduced by 2.128% (in order to capture the full 2.5% correctly). We’ve then rounded the price down.

    Are Waitrose Wine Direct orders affected?
    Yes; however because there was a subsequent announcement about tax duty going up on wines and spirits, this in effect means that the price the customer pays does not change.

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    Swatches service
    This is a free online service to help you choose the right fabric, colour and texture for your new sofa or chair. If you're choosing upholstery that's made to order, we'd strongly recommend you order a swatch before you commit to your choice.

    For an individual sofa or chair, you can order every colour swatch available for it, but if you like the look of more than one model, you’ll need to place separate orders for each. These will be posted to you or to any UK address by our suppliers within around 5 working days.

    We also provide a swatch service for curtain and blind fabrics in our made to measure section. You can order up to 6 swatches at a time and they'll be posted to you within 5 working days.

    These free services are only available in the UK. We’re sorry, but the service doesn’t include samples of leather upholstery (though you can view these in our shops), nor does it include curtain fabrics which don't form part of our made to measure selection – again, please ask in our shops.

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    Further questions
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    Copyright © John Lewis Partnership 2001-2009

    John Lewis plc Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England.
    Company registration number: 233462. VAT no: GB232457280