John Lewis guarantees

We offer outstanding guarantees in addition to always honouring the manufacturers’ guarantees. Please be sure to check the exclusions which apply to the guarantees if you’re considering making a claim - see below.

We also offer an Added Care service to ensure your peace of mind lasts even longer.

Find out more about Added Care here.

Electricals, technology and lighting

TV guarantees

We offer a 5-year guarantee on all TVs, which may be to 4 years over and above the guarantee offered by the manufacturer - so you can buy from us with confidence.

If you choose to purchase Added Care for your TV, you’ll also be covered against accidental damage.

Claiming on your guarantee

If your product develops a fault:

  • Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website
  • If that doesn't resolve the issue, please contact our technical support team who will be happy to help:

    • Call 0330 123 0106, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays (call charges will depend on your telephone provider)
    • Please have your model number and date of purchase to hand when you call. You'll find all of this information on your original receipt – this acts as your guarantee, so please make sure you keep it safe
    • You can also email technicalsupport@johnlewis.com

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.

Guarantee won’t cover:

  • Accidental damage, for example if your TV has been dropped. You may find that this type of damage is covered by your household contents insurance policy, or you can buy Added Care for your TV, which does cover accidental damage
  • 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, storage media, rear projection television bulbs, fuses, light bulbs, etc.
  • If the product has been used commercially or for business purposes
  • Data loss
  • Cosmetic damage such as scratches, dents, corrosion or colour, where the function of the product is unaffected
  • 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
  • Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands

Laptop and PC guarantees

All our laptops and desktops come with a 2-year guarantee and some come with a 3-year guarantee at no added cost.

If you choose to purchase Added Care for your technology, you'll also be covered against accidental damage.

Claiming on your guarantee

For Acer, Apple, Samsung or Toshiba laptops still under guarantee, we offer a convenient free collection and repair service. To arrange a repair, 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 have your model number and date of purchase to hand when you call. You'll find all of this information on your original receipt – this acts as your guarantee, so please make sure you keep it safe
    • You can also email technicalsupport@johnlewis.com

If your computer needs a repair, we can then arrange for it to be collected from and returned to an address of your choice.

If you experience a problem within 90 days of purchase, call 0370 600 0060 9am - 8pm Monday to Saturday and 10am to 6pm Sunday (calls charged at a national call rate).

Guarantee won’t cover:

  • Accidental damage, for example if your computer has been dropped. You may find that this type of damage is covered by your household contents insurance policy, or you can buy Added Care for your computer
  • Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage)
  • Pixel spots. These are tiny dark or bright spots that may become visible on a screen
  • Consumables such as batteries, ink cartridges, storage media, fuses, etc.
  • Data loss
  • Cosmetic damage such as trim, scratches, dents, corrosion or colour where the function of the product is unaffected
  • 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
  • Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands

Large electrical guarantees

All large appliances have a 2-year guarantee at no extra cost. Large electrical appliances include the following ranges of products: washing machines, tumble dryers, washer dryers, dishwashers, fridges, freezers, fridge freezers and cookers (excludes microwaves).

If you'd like to extend your guarantee beyond this point, then you can buy Added Care up to 60 days after you have purchased your product.

Claiming on your guarantee

If your product develops a fault:

  • Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website
  • If that doesn't resolve the issue, please contact our technical support team who will be happy to help.

    • Call 0330 123 0106, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays
    • Please have your model number and date of purchase to hand when you call. You'll find all of this information on your original receipt – this acts as your guarantee, so please make sure you keep it safe
    • You can also email technicalsupport@johnlewis.com

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.

Guarantee won’t cover:

  • Accidental damage, for example if your appliance has been dropped. You may find that this type of damage is covered by your household contents insurance policy
  • Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage)
  • Consumables such as batteries, fuses, light bulbs etc.
  • If the product has been used commercially or for business purposes
  • Cosmetic damage such as 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
  • Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands

Small electrical guarantees

If you choose to purchase Added Care for your small appliance, you'll also be covered against accidental damage.

Claiming on your guarantee

If your product develops a fault:

  • Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website
  • If that doesn't resolve the issue, please contact our technical support team who will be happy to help.

    • Call 0330 123 0106, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays
    • Please have your model number and date of purchase to hand when you call. You'll find all of this information on your original receipt – this acts as your guarantee, so please make sure you keep it safe
    • You can also email technicalsupport@johnlewis.com

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.

Guarantee won’t cover:

  • 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, or you can buy Added Care for your small appliance
  • Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage)
  • Consumables such as batteries, fuses, light bulbs etc.
  • If the product has been used commercially or for business purposes
  • Cosmetic damage such as trim, scratches, dents, corrosion or colour, where the function of the product is unaffected
  • Data loss
  • 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
  • Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands

Lighting guarantees

We offer a 2-year guarantee at no extra cost on hard-wired lighting and 5 years on integrated LED lighting.

If you need to make a claim, please email our Customer service team or call 08456 049 049, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays.

Guarantee won’t cover:

  • 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
  • Consumables such as light bulbs, etc.
  • If the product has been used commercially or for business purposes
  • Cosmetic damage such as trim, scratches, dents, corrosion or colour where the function of the product is unaffected
  • 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
  • LED novelty, LED solar, LED battery-operated products and all LED retrofit bulbs
  • Our guarantees provide services for goods bought and used only in the UK, the Isle of Man and the Channel Islands

Beds, bedding and sofas

Sofas, armchair and sofabed guarantees

The frames of all John Lewis sofas, armchairs and sofa beds come with a 10-year guarantee included, from the date of delivery.

Your guarantee covers you against faults to the frame of the sofa, armchair or sofa bed, including:

  • Loose joints
  • Timber breakage
  • Spring rails breakage

Claiming on your guarantee

If you need to make a claim, please email our Customer service team or call 03456 049 049, 7am - midnight, 7 days a week.

When claiming:

  • Proof of purchase is required
  • Your guarantee provides a repair service should your frame fail during the guarantee period
  • We reserve the right to use alternative, similar materials, where the original is no longer available
  • If fabric needs to be replaced due to a frame repair, this may not be exactly the same as the original fabric, but we will try to find the closest available current fabric
  • If your product cannot be repaired, we will replace it with the same model or, if this is no longer available, substitute an equivalent specification or value

Guarantee won’t cover:

  • If the timber has been subject to adverse moisture
  • If there is evidence of product abuse, misuse or use in a non-domestic environment
  • If the product has not been properly maintained in accordance with care instructions
  • If the product is in an unsanitary condition (for example, caused by pets). We reserve the right to refuse to collect and/or dispose of any unsanitary product
  • If the product has been exported outside of Great Britain and Northern Ireland

Mattress and divan guarantees

Effective from 1 August 2015, all John Lewis-branded adult mattresses and divan bases are guaranteed for 7 years from the date of purchase (2 years for mattresses from The Basics collection).

Your guarantee covers you against:

Mattresses:

  • Tuft or zip breakage
  • Spring unit failure
  • Side stitching coming apart

Divan bases:

  • Drawer runner failure, providing you’ve adhered to the weight limit
  • Castor breakage
  • Frame construction failure

Claiming on your guarantee

If you need to make a claim, please email our Customer service team or call 03456 049 049, 7am - midnight, 7 days a week.

When claiming:

  • Proof of purchase is required
  • We may provide a repair service should your product fail during the guarantee period
  • We reserve the right to use alternative, similar materials, where the original is no longer available. Cloth cannot always be matched to the original
  • If your product cannot be repaired or we’re unable to offer a repair service, we will replace it with the same model. If no longer available, we will provide an equivalent product or value towards the purchase of a new product at our discretion

Guarantee won’t cover:

  • Our mattresses are designed to work to their optimum level when paired with the corresponding divan base or one of our bedsteads. A mattress which fails having been used on a non-compatible divan base, or a bedstead where the gaps between the slats are greater than 70mm, will not be protected under the terms of this guarantee
  • The guarantee does not apply to settlement of fillings
  • We reserve the right to refuse to collect and/or dispose of any unsanitary mattress or divan base
  • If a divan set has been purchased then only the faulty element is covered – i.e. either the mattress or base
  • Please maintain the product in accordance with washing and/or care instructions supplied, otherwise the guarantee will not apply
  • Your guarantee will not apply if there’s evidence of product abuse, misuse or use other than domestic by you or family
  • If animals have been allowed to sleep or walk on the product

Filled bedding guarantees

We offer a number of guarantees on John Lewis-branded bedding products:

  • 5 years on all natural feather and down duvets and pillows
  • 5 years on synthetic duvets (except for 1 year on The Basics collection)
  • 2 years on all synthetic pillows, mattress protectors and toppers (except for 1 year on The Basics collection)

Your guarantee covers you against:

  • Case stitching coming apart
  • Popper breakage
  • Faulty workmanship during manufacture, such as holes or fabric flaws, feather/down escaping from the product, migration or clumping of filling

Claiming on your guarantee

If you need to make a claim, please email our Customer service team or call 03456 049 049, 7am - midnight, 7 days a week.

When claiming:

  • Proof of purchase is required
  • Some of our products may qualify for a repair service should your they fail during the guarantee period
  • We reserve the right to use alternative, similar materials, where the original is no longer available, but cloth cannot always be matched to the original
  • If your product cannot be repaired or we’re unable to offer a repair service, we will replace it with the same model or, if no longer available, substitute an equivalent specification or value towards the purchase of a new product at our discretion
  • Please adhere to washing and care instructions, otherwise you won’t be protected under the terms of this guarantee

Guarantee won’t cover:

  • Damage caused by abuse or unexpected wear and tear
  • If there’s evidence of product abuse, misuse or use other than domestic by you or family
  • If animals have been allowed to sleep or walk on the product
  • Unsanitary duvets, pillows, mattress protectors or toppers
  • If you’ve bought a whole matching range of duvet, pillow, topper and/or protection, then only the faulty item will be covered
  • Discolouration of foam
  • Services for goods bought and used outside the UK, the Isle of Man and the Channel Islands
  • Accidental damage; you may find that this type of damage is covered by your household contents insurance policy
  • 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
  • Deliberate damage or neglect of the insured product