Guarantees, Added Care and helplines
We always honour the manufacturer's guarantee period where offered; in addition to the first year manufacturer’s guarantee on all electricals, we provide a second year service guarantee at no extra cost. On John Lewis own brand large electrical appliances (except microwaves), the guarantee is for a total of 3 years, and 5 years on all TVs. We also offer a 2 year guarantee at no extra cost on electrified lighting and 5 years on integrated LED lighting (excluding Christmas, novelty, solar powered and nursery lighting and LED bulbs).
What does the guarantee cover?
Our guarantees provide full cover against mechanical breakdown through normal use. This means that if your item develops a fault during the guarantee period, we'll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it's still covered.
Large domestic appliances include the following ranges of products: washing machines, tumble dryers, washer dryers, dishwashers, fridges, freezers, fridge freezers and cookers (excluding microwaves).
How does it work?
During the guarantee period, if your product develops a fault that needs to be repaired, look for visible signs of the breakdown and consult the fault-finding guide in the manufacturer's handbook, if any.
If that doesn't resolve the issue, please contact your local John Lewis shop and talk to one of our Partners. You’ll need to provide us with details of your item, including the model number and date of purchase. You’ll find all of this information on our original receipt – this acts as your guarantee, so please make sure you keep it safe.
If we can’t repair your item, we’ll replace it with an item of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and we’ll always do our best to make sure that you’re satisfied with the outcome.
What’s not included
There are some specific exclusions from our guarantees, as follows:
- Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage)
Accidental damage, for example if your item has been dropped. You may find that this type of damage is covered by your household contents insurance policy
- Image ghosting or screen burn. These can appear on a screen that’s left operating for a prolonged period with either a still image or a channel constantly displaying a logo
- Pixel spots. These are tiny dark or bright spots that may become visible on a screen
- Digital television picture affected by any of the following: a misaligned or unsuitable aerial, climatic conditions, geographic location, poor quality or low strength broadcast signal
- Consumables such as batteries, ink cartridges, storage media, rear projection television bulbs, fuses, light bulbs etc
- If the product has been used commercially or for business purposes (with the exception of computers)
- Data loss
- Cosmetic items such as cabinet trim, scratches, dents, corrosion or colour where the function of the product is unaffected
- Unblocking drainage channels in refrigeration equipment
- Frozen food loss as a result of the product breaking down
- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
Servicing, inspecting or cleaning of the product; and failure to follow the manufacturer’s instructions and/or installation guidelines
- Deliberate damage or neglect of the insured product
- Battery operated toys
- Christmas, solar powered and nursery lighting
- Please note that our guarantees provide services for goods bought and used in the UK, the Isle of Man and the Channel Islands
If you have an Acer, Apple, Samsung or Toshiba laptop, and your machine is still under guarantee, we now offer a convenient free collection and repair service. To arrange a repair, you can either take your computer to the Technical Support Area in one of our shops, or call our helpline on 0330 123 0106 (call charges will depend on your telephone provider. Please check with your operator for exact charges), and we'll help diagnose the problem. If your computer needs a repair, we can then arrange for it to be collected from and returned to an address of your choice.
Added Care for technology, TVs and appliances
If you wish, you have the opportunity to buy Added Care on many electrical products, in order to cover repair costs once the manufacturer's guarantee has expired. For TVs, technology and small appliances, Added Care also acts as insurance to cover repairs needed because of accidental damage, not usually covered under the guarantee.
Please note that extended warranties, accidental damage cover and similar insurances are also available from alternative providers such as manufacturers and insurers. Your household contents insurance may also provide cover against accident, fire or theft .
If you have any queries or problems with an electrical or technology product, call our JL technical support line on 0330123 0106 (call charges will depend on your telephone provider. Please check with your operator for exact charges) or email firstname.lastname@example.org from 8am to 9pm weekdays, 8am to 8pm Saturday and 10am to 6pm Sundays – calls are charged at a local call rate. To help us handle your query promptly please have your model number available.
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 9pm weekdays, 8am to 8pm Saturday and 10am to 8pm Sundays - calls are charged at a national call rate.
When you buy a computer from us, we also offer a variety of computer installation and start-up tuition services from £49.50.
If you need help with any other product on our website, please email our Customer Service team or telephone on 03456 049 049, any time between 7am and midnight, 7 days a week.
Prices at John Lewis
All our prices include UK VAT but exclude delivery charges. Standard delivery is currently free on all orders over £50 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 Click & collect 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.
Our Never Knowingly Undersold commitment means that as we match prices nationally, prices in our shops and online 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.
If you see or buy a product online and find it cheaper with a high street competitor (whether or not they also sell online), as long as their service conditions are comparable, then we’ll match that price for you or refund the difference. Comparable service conditions include factors such as:
- delivery charges and timescales
- guarantees provided free or at a charge
- fitting or installation services, including accreditation of fitters, scope of workmanship, materials used and timescales
If you’ve already purchased the product online, please make sure you report the price match within 28 days from the date of purchase. If you’d like to buy the product but want us to price match first, please check that you’re providing the most up to date information you can obtain when you submit your claim.
You’ll need to complete this form to submit your price match. We’ll be asking you for full details of the product, the competitor and their prices, so please do check that you have this information to hand before you begin to complete the form.
Please note though, that we won’t refund the difference in price paid if you could have bought the product more cheaply with an online-only retailer: examples of these include Dixons.co.uk, Amazon and Play.com ,who sell only through their websites or mail order and not via high street shops. We also don’t match competitors who are in administration or closing down.
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
Special buy - You won’t find our Special buy products anywhere else. They’re special because we negotiate exclusive discounts with our suppliers and pass the savings on to you. They're limited, either in quantity or for a period of time, but they’ll always give you excellent quality at an exceptional price.
Seconds - These items are hand-selected from production. They may have minor imperfections, but this won't detract from the overall beauty, performance or function of the product
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 £50.
John Lewis Partnership gift card
We've now introduced convenient gift cards as a replacement for buying John Lewis gift vouchers. We'll still be accepting gift vouchers as payment as they have no expiry date, and if you have a partnership card™ we’ll still be sending you gift vouchers which you've earned with your spending points.
John Lewis Partnership gift cards are perfect flexible presents for any occasion. You can buy in any denomination (starting at £10 online, £1 in our shops), and have them despatched to any UK postcode for a small charge, together with a card and gift message.
The recipient can then use our gift card to shop in John Lewis or Waitrose shops or online, up to the value that you've placed on the card. Our gift cards remain valid for 24 months after the last activity, which includes making a balance enquiry.
If you've been asked to buy gift vouchers for a gift list, you can still do so via the Gift List website or in store only. If you'd like to visit one of our shops to buy a gift card, find your nearest John Lewis here, or you can also call 0330 123 0350.
To place a corporate order for gift cards, our Solutions for business team are here to help. Find out more.