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ADD TO YOUR PEACE OF MIND WITH

added care

All electrical products you buy from us are guaranteed for a minimum of 2 years, at no extra cost. With Added Care, you'll enjoy the same benefits for a period of up to 5 years, while also adding further benefits not included in the original guarantee.

ADDED CARE FOR YOUR HOME APPLIANCE

Minimum 2-year guarantee
included at no extra cost

plus

Extend your breakdown cover with
Added Care for Home appliances

Add to your peace of mind with a repair and protection plan for your home appliances

INCLUDES

Set-up and support

Our team is available by phone to help you get your product set up and working correctly, as well as to provide ongoing advice and support for any technical issues.

Annual maintenance checks

We’ll provide annual maintenance checks by phone from the first anniversary of your product purchase.

Breakdown

Added Care allows you to enjoy up to an additional 3 years of breakdown protection, after the John Lewis & Partners guarantee period has ended.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model up to the original purchase price. Or, when not available, one of a similar specification.

Refund on replacement

If your appliance needs replacing, we’ll refund the remaining months of your Added Care plan.

Old appliance disposal

Starts after John Lewis & Partners guarantee ends

If your product needs replacing we’ll dispose of your old one for free (this service does not extend to American-style fridge freezers, range cookers, and some direct from supplier orders).

At-home repairs

If we can’t help you resolve a problem by phone, we’ll arrange a home call out by one of our technicians.

 

View terms and conditions

ADDED CARE FOR YOUR TELEVISION

5-year guarantee included
at no extra cost

plus

Buy Added Care for 5 years'
accidental damage cover

Add to your peace of mind with accidental damage insurance for your television

INCLUDES

Accidental damage

If your TV is damaged by an everyday knock, spill, bump or drop, Added Care means you won’t have to pay for repairs. That's worthwhile peace of mind, especially if you have children or pets, or even if you're on the move.

New for old replacement

If we can’t repair your television, we’ll arrange for it to be replaced with one of the same make and model up to the original purchase price. Or, when not available, one of a similar specification.

Collection or at-home repairs

Depending on your TV size, we’ll either collect it by courier for repair or arrange a call-out by one of our technicians.

No excess

If accidental damage happens and you need to make a claim, there are no excess charges, saving you from claiming on your home insurance policy.

View terms and conditions

ADDED CARE FOR YOUR TECHNOLOGY

Minimum 2-year guarantee included
at no extra cost

plus

Buy Added Care for 2 years'
accidental damage cover*

Add to your peace of mind with accidental damage insurance for your technology

INCLUDES

Accidental damage

If your product is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your product, we’ll arrange for it to be replaced with one of the same make and model up to the original purchase price. Or, when not available, one of a similar specification.

No excess

If your product is accidentally damaged and you need to make a claim, there are no excess charges to pay and it won’t affect your home or travel insurance policies.

Worldwide cover

Your product is covered for accidental damage outside the UK for a total of up to 30 days in any 12-month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our technicians.

View terms and conditions

 

* When a 3-year John Lewis & Partners guarantee is offered on laptops, desktops, tablet computers and cameras, the Added Care will be a 3-year accidental damage policy

ADDED CARE FOR YOUR SMALL APPLIANCE

Minimum 2-year guarantee included
at no extra cost

plus

Buy Added Care for 2 years'
accidental damage cover

Add to your peace of mind with accidental damage insurance for your small appliances

INCLUDES

Accidental damage

If your appliance is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model up to the original purchase price. Or, when not available, one of a similar specification.

No excess

If your appliance is damaged accidentally and you need to make a claim, there are no excess charges to pay, saving you from claiming on your home or travel insurance policies.

Worldwide cover

Your appliance is covered for accidental damage outside the UK for a total of up to 30 days in any 12 month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our technicians.

View terms and conditions

ADDED CARE FOR YOUR MOBILE PHONE

2-year guarantee included
at no extra cost

plus

Buy Added Care for 2 years'
accidental damage cover

Add to your peace of mind with accidental damage insurance for your mobile phone

INCLUDES

Accidental damage

If your appliance is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model up to original purchase price. Or, when not available, one of a similar specification.

No excess

If your appliance is accidentally damaged and you need to make a claim there are no excess charges to pay, saving you from claiming on your home or travel insurance policies.

Worldwide cover

Your appliance is covered for accidental damage outside the UK for a total of up to 30 days within any 12-month period.

Collection or at-home repairs

We’ll either collect it by courier for repair or arrange a call-out by one of our technicians.

View terms and conditions

ADDED CARE FOR YOUR FURNITURE

This is an in-store only offer. Please call our Added Care Team on 0330 100 3637 to find out if your product is eligible, and to purchase Added Care.

Add to your peace of mind with accidental damage insurance for your furniture

INCLUDES

Accidental damage cover

If your product is damaged accidentally, Added Care means you won’t have to pay for repairs. The cover includes rips, tears, spills, burns, pet damage (limited to two claims) and accidental damage by a child.

New for old replacement

If we can’t repair your product, you’ll be entitled to a brand new replacement product up to the price you originally paid for it.

No excess

If you need to make a claim there are no excess charges. So it won’t affect your home insurance policies.

At-home repairs

We’ll arrange for the repair to be carried out by one of our technicians, at a time that suits you.

Added care for Furniture is available to purchase in store only or within 30 days of buying your product. For more information, to find out the cost or purchase  Added Care on your product, contact the Added Care team on 0330 100 3637

View terms and conditions

Call our Added
Care team on

0330 100 3637

 

We're here to help

Monday to Friday 8am – 6pm 
Saturday 9am – 4pm 
Bank holidays 9am – 5pm

John Lewis & Partners Added Care
PO Box 99, Mitcheldean, GL17 0SX

johnlewis@thewarrantygroup.com

Terms and Conditions

Added care for your mobile phone

This is your insurance policy. It is a contract of insurance between you, the purchaser (hereafter “you/your”), and the insurer, London General Insurance Company Limited.  TWG Services Limited is this administrator. In this document, “We/Us/Our” refers to the insurer and the administrator for ease of reference.

This policy, together with the confirmation schedule provides cover against accidental damage of the mobile phone recorded on the confirmation schedule
Please note that having insurance cover does not mean that you should not take care of your mobile phone.

Customers with additional requirements 
If you have hearing or speech difficulties you can text telephone us on 0330 100 3330   This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

 

1. Eligibility

You are eligible for this cover if:

  • You purchased a sim-free mobile phone from John Lewis & Partners within in the last 30 days; and
  • You use the mobile phone for personal purposes only; and
  • You are the primary user of the mobile phone

2. Duration

Cover for accidental damage will begin from the date you purchased the mobile phone as appears on your sales receipt, or the date you purchase this policy, whichever is the later.  
All cover under this policy ends on the earliest of:

  • The date we replace your mobile phone or you receive an alternative settlement (this does not apply where you receive a refurbished handset); or
  • The expiry date shown on your confirmation schedule; or
  • The date the insurance is cancelled.

3. The cover you receive

Your mobile phone is covered against accidental damage. 

Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your mobile phone suffers accidental damage, we will repair your mobile phone where possible. If your mobile phone is uneconomical to repair, we will aim to:

  • Provide you with a replacement of the same make and model; or
  • Provide you with a replacement of a similar specification

Where a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement. 

Please note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original mobile phone.

You should make a note of the IMEI Number (International Mobile Equipment Identity Number) of your mobile phone. This 15 digit number can be found on your mobile phone’s original packaging, by keying *#06# on your mobile phone or by contacting your mobile phone’s network provider. The IMEI is the unique serial or identification number that we will use to identify the mobile phone in the event of a claim.

Authorised Service Technicians

All repair services are provided by service technicians, who are appointed and authorised by us.

Worldwide Cover for up to 30 days

Cover under this policy is extended whilst your mobile phone is outside the UK for a period of not more than 30 days in any 12 month period. Note: We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 5 ‘Claims’.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

4. What you are not covered for

Deliberate or malicious damage

Cosmetic damage

We only cover damage if it prevents the normal functioning of your mobile phone. If it is a scratch, dent or pixel failure (within the manufacturers acceptable limit), we will not repair or replace it. For example; cracked screens would be covered but scratched screens would not be, unless it impacts the working order of the mobile phone.

Accessories

This policy does not provide cover for accessories which have either been supplied with the mobile phone or that you have purchased separately. For example chargers and headphones.

Business use of the mobile phone

Data

This policy will not provide cover for the content of your mobile phone for example; loss or corruption of data, images, games, logos and downloads.

Other cost or losses you may incur

We will only cover repairing or replacing the mobile phone. We will not cover any cost or loss of not being able to use the mobile phone or any lost income for time you take off work.

Where the mobile phone has been modified or repaired by someone not authorised by us

The mobile phone has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than a service technician approved by us. This includes adding gems, precious metals or making software changes like unlocking your mobile phone.

Breakdown

We only cover accidental damage. Please refer to John Lewis & Partners Guarantee Terms and Conditions if the mobile phone breaks down

Damage to your mobile phone where you have not taken reasonable care to look after it

We will not provide cover where reasonable care of your mobile phone has not been taken. Not taking reasonable care of your mobile phone means knowingly using or leaving the mobile phone in an environment or circumstance where the risk of damage is materially increased. Examples of what we would consider not taking reasonable care of your mobile phone:

  • Using a non-waterproof mobile phone in or around water, for example using the mobile phone whilst in a bathtub or swimming pool
  • Using the mobile phone whilst participating in recreational activities

 

 

 

5. Claims process

Step 1

To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5p.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the mobile phone. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2

If your claim is validated and approved, dependent on the nature of the fault, at our discretion, we will;

  • Ask you to send the mobile phone to us for inspection and/or repair or;Issue a replacement mobile phone or settlement (refer to important information about the claims process below); or
  • Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us

If you are required to send your device to us for repair and it has any locking mechanism (e.g. find my iPhone, password protection) enabled, this must be disabled before we receive it. If this is not completed it will delay your claim and your mobile phone may be returned to you unrepaired in order for the locking mechanism to be removed. We will not be able to complete a claim until we can confirm all security features have been removed. 

Step 3

If your claim is accepted, your mobile phone will be repaired or replaced in line with these terms.

Important information about the claims process

Shipping
Where you ship an item, you will be responsible for the safe packaging of the mobile phone. If you do not submit the mobile phone we will not be able to progress your claim.

Data
If at point of claim you are advised you will need to return your mobile phone to us, where possible, please ensure you back-up and delete any data stored on the mobile phone as it will be wiped as part of the repair or replacement process. We are unable to recover any lost data or return any parts to you.

No fault found
If the authorised service facility determines that the mobile phone is in working condition or the fault or damage is not covered by your policy, we will return the mobile phone to you or dispose of it at your request.

Refurbished mobile phones

Where we replace your Mobile phone, we may use “Grade A” refurbished (not brand new mobile phones). If you receive a refurbished mobile phone from us, this Policy will cover breakdown claims whilst your Policy is active.

Ownership of the insured mobile phone

If you receive a replacement or settlement under this Policy, the damaged mobile phone becomes the property of the insurer, If we choose to take possession, the mobile phone must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your Policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Damage occurring whilst outside of the UK

This Policy provides cover if your mobile phone suffers accidental damage or breakdown whilst travelling or holidaying outside of the UK. Please note, in some instances it will be necessary for you to return to the UK before we process your claim.

Manufacturer's warranty

This policy is provided in addition to any manufacturer’s warranty that applies to your mobile phone. This Policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this Policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your Policy is active.

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 8.

6. Limitations

  • Your policy will end when you receive a replacement mobile phone, unless the replacement is a refurbished mobile phone, in which case cover shall continue to run. 
  • This policy is not transferable.
  • You must notify the administrator as soon as possible if any of your details change. 
  •  Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
  • Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

7. Cancellations and refunds

We may cancel your policy if there has been a breach of section 10 ‘Obligation to provide accurate information’.

You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX or email JohnLewis@thewarrantygroup.com

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

8. Queries and complaints

If you have a query regarding this policy, please telephone the administrator on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email Customer.Relations@thewarrantygroup.com

 TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.


If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Customer Services by telephone on 0207 828 1000, by post to John Lewis & Partners Head Office Customer Services, 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/

9. Law and jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England. The EEA State for the purposes of the policy is the United Kingdom.

10. Obligation to provide accurate information

When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

11. Status disclosure

This policy is underwritten by London General Insurance Company Limited (company number 1865673) who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Registered address: TWENTY Kingston Road, Staines, upon Thames, Surrey, TW18 4LG.

12. Compensation scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme,  PO Box 300, Mitcheldean, GL17 1DY

13. Data Protection

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.

Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

Added Care for your technology and small appliances

This is a contract of insurance between you, the purchaser (you/your), and the insurer, London General Insurance Company Limited. TWG Services Limited is the administrator. In this document, any reference to We/Us/Our means the insurer and administrator for ease of reference.
This policy, together with the confirmation schedule provides cover against accidental damage of the Product recorded on the confirmation schedule.
Please note that having insurance cover does not mean that you should not take care of your Product.

Customers with additional requirements 
If you have hearing or speech difficulties you can text telephone us on 0330 100 3330 This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

1. Eligibility

You are eligible for this cover if:

  • You have purchased your Product in the last 30 days; and
  • You are a resident of the United Kingdom, Isle of Man or Channel Islands; and
  • The Product will only be used for domestic purposes (not for business use).

2. Duration

Cover for accidental damage will begin from the date you purchased the Product as appears on your sales receipt or the date you purchase this policy, whichever is the later.  

All cover under this policy expires on the earliest of:

  • The date your Product is replaced or you receive an alternative settlement; or
  • The expiry date as shown on your confirmation schedule; or
  • The date the insurance is cancelled.  

3. The cover you receive:

Your Product is covered against accidental damage.


Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your Product suffers accidental damage, we will repair your Product where possible.

If your Product is uneconomical to repair, we will aim to:

  • Provide you with a replacement of the same make and model; or
  • Provide you with a replacement of a similar specification.

Where a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement.

Please note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original Product.

Authorised Service Technicians

All repair services are provided by service technicians, who are appointed, and authorised by us.

Worldwide Cover for up to 30 days

Cover is extended outside the UK for a period of up to 30 days in any 12 month period.  Note: We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 5 ‘Claims process’.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

 

4. What you are not covered for:

Deliberate or malicious damage

Cosmetic damage

We only cover damage if it prevents the normal functioning of your Product. If it is a scratch, dent or pixel failure (within the manufacturers acceptable limit), we will not repair or replace it. For example; cracked screens would be covered but scratched screens would not be, unless it impacts the working order of the Product.

Consumables i.e. items replaceable by you
We will not provide cover where the breakdown can be fixed by you replacing consumable items (i.e. items with a limited life, intended to be used up and periodically replaced). For example: fuses, removable or rechargeable batteries, printer toner or ink cartridges.

Accessories

Cover is not provided for any accessories. Accessories are anything that connects to your appliance. For example headphones, chargers, protective casing, 3D glasses.

Installation, assembly fitting or damage on delivery

We will not cover damage which is a result of improper installation, fitting, assembly or delivery of the Product.

Weather, nature damage and failure of household utilities

Damage from causes including fire, flooding and lightening are not covered. Any damage caused by failure of household utilities such as burst pipes, power surges or any internal flooding within your household. 

Computer software

Repairing, recovering or replacing any computer software, stored data or virus prevention/detection or external accessories. For example; where you have not backed up data or have not provided disks to allow operating systems to be re-installed.

Other cost or losses you may incur

We will only cover repairing or replacing the Product. We will not cover any cost or loss of not being able to use the Product or any lost income for time you take off work.

Delivery and/or installation costs

We will not pay any costs relating to the delivery, installation and/or disposal costs of a Product or replacement Product.

Where the Product has been modified or repaired by someone not authorised by us

If the Product has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than a service technician approved by us.

Breakdown

We only cover accidental damage. Please refer to John Lewis & Partners Guarantee Terms and Conditions if the Product breaks down.

Damage to your Product where you have not taken reasonable care to look after it

We will not provide cover where reasonable care of your Product has not been taken. Not taking reasonable care of your Product means knowingly using or leaving the Product in an environment or circumstance where the risk of damage is materially increased. Examples of what we would consider not taking reasonable care of your Product include:

  • Using a non-waterproof Product in or around water, for example using the Product whilst in a bathtub or swimming pool
  • Using the Product whilst participating in recreational activities (where the Product is not intended or designed for this use).

 

 

 

5. Claims process

Step 1
To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Product. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

If you are outside the UK and you would like to have the repair undertaken while you are abroad, you may do so provided the cost of the repair does not exceed the local equivalent of £300 or the original purchase price of the Product whichever is lower. Upon your return, you should submit your receipt together with a full description of the fault to the administrator. Alternatively, you may request a repair upon your return.

Step 2
If your claim is validated and approved, dependent on the nature of the fault, at our discretion, we will;

  • Send a repair technician to your home to inspect or repair the Product; or
  • Ask you to send the Product to us for inspection and/or repair; or
  • Issue a replacement Product or settlement (refer to important information about the claims process below); or
  • Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us.

If you are required to send your device to us for repair and it has any locking mechanism (e.g. find my iPhone, password protection) enabled, this must be disabled before we receive it. If this is not completed it will delay your claim and your Product may be returned to you unrepaired in order for the locking mechanism to be removed. We will not be able to complete a claim until we can confirm all security features have been removed. 

Step 3
If your claim is accepted, your product will be repaired or replaced in line with these terms.

 

Important information about the claims process

Shipping

Where you ship an item, you will be responsible for the safe packaging of the Product. If you do not submit the Product we will not be able to progress your claim.

Data

If at point of claim you are advised you will need to return your Product to us, where possible, please ensure you back-up and delete any data stored on the Product as it will be wiped as part of the repair or replacement process. We are unable to recover any lost data or return any parts to you.

No fault found

If the authorised service facility determines that the Product is in working condition or the fault or damage is not covered by your policy, we will return the Product to you or dispose of it at your request.

Refurbished Products

Where we replace your Product, we may use “Grade A” refurbished (not brand new Products). If you receive a refurbished Product from us, this Policy will cover breakdown claims whilst your policy is active.

Ownership of the insured Product

If you receive a replacement or settlement under this policy, the damaged Product becomes the property of the Insurer. If we choose to take possession, the Product must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Damage occurring whilst outside of the UK

This policy provides cover if your Product suffers accidental damage whilst travelling or holidaying outside of the UK. Please note, in some instances it will be necessary for you to return to the UK before we process your claim.

Manufacturer’s warranty

This policy is provided in addition to any manufacturer’s warranty or John Lewis & Partners Guarantee applies to your Product. This policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your policy is active. 

We will always do our best to make sure that you’re satisfied with the outcome. However If you are not happy with the claims decision, please follow the complaints process in Section 9.

6. Limitations

  • Your policy will end when you receive a replacement Product, unless the replacement is a refurbished Product, in which case cover shall continue to run. 
  • Should you wish to transfer your policy to someone else, please contact the administrator.
  • You must notify the administrator as soon as possible if any of your details change.
  • Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
  • Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

7. Cancellation policy and refunds

We may cancel your policy if there has been a breach of section 10 ‘Obligation to provide accurate information’.

You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637, email at johnlewis@thewarrantygroup.com or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

8. Law and jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

9. Queries and complaints

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com

TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 or by post to 171 Victoria Street, London SW1E 5NN.

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/ 

10. Obligation to provide accurate information

When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

11. Status disclosure

This policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey TW18 4LG. Registered Number 1865673. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

12. Compensation scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY

13. Data Protection

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy. Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law.

Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details

.You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

Added Care for your home appliances

This is a maintenance and repair service plan between you, the purchaser (you/your), and The Warranty Group Services (Isle of Man) Limited (provider). We have appointed TWG Services Limited (administrator) to administer this plan. Any references to “We/Us/Our” in this document refer to the provider and the administrator for ease of reference.

What does this plan provide?

This plan provides service and support for your product listed on the Confirmation Schedule, providing it is operated in a domestic environment. It is designed to ensure your product continues to work correctly and is protected against mechanical and electrical breakdown (other than caused by damage or neglect) during the term of the plan.

Customers with additional requirements

If you have hearing or speech difficulties you can text telephone us on 0330 100 3330. This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

 

1. Eligibility

You are eligible for protection under this plan if:

  • You have purchased the product in the last 60 days;
  • The product will be used in the UK
  • The product will be operated in a domestic environment

2. Duration

From the start date on your Confirmation Schedule you have access to:

  • Set up and on-going technical assistance (by telephone)

From the first anniversary of the start date on your Confirmation Schedule, you have access to:

  • Advice and maintenance and annual health checks (both by telephone)  

The benefit for mechanical and electrical breakdown will begin upon expiry of the John Lewis & Partners guarantee period.

All services under this plan will stop on the earliest of:

  • The end date on your Confirmation Schedule; or
  • The date your product is replaced or you receive settlement under the plan; or
  • The date the insurance is cancelled.

3. What services are provided?

Service

Explanation

Set up support by telephone

If you experience any problems in setting up your product in line with the manufacturer’s instructions and recommendations, you can call us and we will provide advice to get your product set up and working correctly. This service is also available should you relocate your product.

Assistance, advice and maintenance by telephone in the event of a technical issue

To ensure your product continues to work correctly and to its optimum performance, you can call us at any time during the Plan term and we will provide advice to overcome technical issues such as incorrect settings or connections or to resolve any mechanical or electrical faults.

Home visits by an authorised service technician

If we are not able to resolve the problem over the telephone, then we will arrange for an authorised service technician to examine the product to get it working correctly. This service is only available after expiry of the John Lewis & Partners guarantee.

Replacement product where yours cannot be repaired or is not economical to repair

There may be occasions when the service technician is unable to get your product working or we decide the product uneconomical to repair.

If your product is uneconomical to repair, we will we will aim to:

  • Provide you with a replacement of the same make and model; or
  • Provide you with a replacement of a similar specification.
  • When a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement.
  • Note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original Product.
Annual maintenance check (by telephone)

You can telephone to request an annual maintenance check which we will conduct with you over the phone. This service is available from the first anniversary of the date you purchased the plan, and every year after that for the plan duration. You will be taken through various checks to ensure your product is working to the manufacturer’s guidelines.

Disposal of the product

If your product is replaced, we will dispose of your old product. This service does not extend to American-style Fridge Freezers or Range Cookers or Direct from Supplier orders

Refund of unexpired portion of the plan

If a replacement product is provided by us, we will provide a refund (by either cash or gift vouchers, at our discretion) for the remaining unexpired plan value.

 

We may alter the terms of the plan by giving you 30 days’ notice in writing to your last known address. Where we alter the terms, this will only be to comply with legislative changes, in response to industry codes and guidance or where the costs of the plan vary up or down. Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.

4. The plan does not include:

Summary

Explanation

Consumables, i.e items replaceable by you

We will not provide cover where the breakdown can be fixed by you replacing consumable items (i.e. items with a limited life, intended to be used up and periodically replaced). This includes fuses, batteries, hoses, and other consumable items.

Manufacturer recall and defects

Work that relates to a manufacturer’s recall of or defect in the product.

Failure to follow the manufacturer’s instructions and/or installation guidelines.

You must ensure that when setting up and using the product, you follow the manufacturer’s instructions and any installation guidelines. If you do not, we will not be able to assist you under this plan.

Neglect

We will not provide support where your product is not properly maintained. For example, we will not be able to help with unblocking drainage channels in refrigeration equipment.

Damage

We will not be able to assist you if your product is accidentally or willfully damaged, or if it has cosmetic damage

Other cost or  losses you may incur

Any cost or loss suffered as a result of not being able to use the product, any loss or damage caused directly or indirectly as a result of the damage to or breakdown of the product. This also includes frozen food loss.

Installation costs

We will not pay any costs relating to the unpacking and installation of a product or replacement product.

Where the product has been modified or repaired by someone not authorised by us

We will not be able to assist you if the product has been modified in any way from the specification originally sold to you, unless it has been approved by the administrator or where it has been repaired by someone other than a service technician authorised by us.

Breakdown during the John Lewis & Partners guarantee period

If the product breaks down during the John Lewis & Partners guarantee, please refer to the guarantee terms and conditions as this plan does not provide breakdown support during this period.

5. To request our services

Steps to making a claim

Step 1

Before contacting the administrator, check the electrical connection, look for visible signs of the breakdown and consult the fault finding guide in the manufacturer’s handbook, if any.

Step 2

If the product still fails to function, telephone 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and 9am and 5pm Bank Holidays. Please have your Plan Number ready and provide details of the incident giving rise to the problem. Your Plan Number can be found on your Confirmation Schedule. Should we be unable to rectify the problem over the telephone, we will arrange for a service technician to examine the product

Step 3

If the service technician cannot get your product working, they will contact us to obtain authority in order for us to arrange a replacement in accordance with Section 3.

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 9.

6. Limitations

  • The services will be provided for products bought and used in the UK.
  • Should you wish to transfer your Plan to someone else, please contact the administrator on 0330 100 3637
  • You must notify the administrator as soon as possible if any of your details change.
  • Where breakdown occurs as a result of any unauthorised repair, modification, or upgrade, we may automatically terminate your plan, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
  • Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining. 

7. Cancellations and refunds

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis & Partners Added Care  PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.

If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.  

8.. Law and jurisdiction

Unless agreed otherwise, prior to the plan start date on your schedule, English law applies to this plan and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

9. Queries and complaints

If you have a query regarding this plan, please contact the administrator by telephone on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this plan, administration or the services provided under it, you may contact the Customer Relations Department of TWG Services Limited by telephone on 0330 100 3637 by email customer.relations@thewarrantygroup.com or you can write to John Lewis & Partners Added Care, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

If you have a complaint relating to the sale of the plan, please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 or by post to John Lewis & Partners plc, 171 Victoria Street, London SW1E 5NN.

Nothing in this plan affects your statutory rights. You can get advice about your rights from your local Citizens Advice Bureau or Trading Standards Department.

Our ability to discharge our financial obligations that you have to you under this plan are guaranteed and backed up by an independent trust fund. If you require any further details, please contact the administrator.  

10. Obligation to provide accurate information

When applying for this plan, or requesting assistance, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your plan, or the repair or replacement of your product.

11. Data protection

The Warranty Group Services (Isle of Man) Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other parties with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

12. Service provider details

This plan is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

Added Care for your television

This is a contract of insurance between you, the purchaser (you/your), and the insurer, London General Insurance Company Limited. TWG Services Limited is the administrator. Any reference to We/Us/Our means the insurer and administrator for ease of reference.  

This policy, together with the confirmation schedule provides cover against accidental damage to your Television recorded on the confirmation schedule.

Please note that having insurance cover does not mean that you should not take care of your Television.  

Customers with additional requirements 
If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

1. Eligibility

You are eligible for this cover if:

  • You have purchased your Television in the last 30 days; and
  • The Television will be used in the UK; and
  • The Television will only be used for domestic purposes (not for business use).

2. Duration

Cover for accidental damage commences on the day you purchase the Television (or on the date you receive your Television if it is delivered to you) or the date you purchase this policy, whichever is later.  

Cover under this policy expires on the earliest of:

  • The date your Television is replaced or you receive an alternative settlement; or
  • The expiry date as shown on your confirmation schedule; or
  • The date the insurance is cancelled.

3. The cover you receive:

Cover Explanation
The TV is covered against accidental damage.

Accidental damage is damage resulting from an unforeseen and sudden incident, which is accidental in nature

If your Television suffers accidental damage, we will repair your Television where possible. If your Television is uneconomical to repair, we will aim to: 

  • Provide you with a replacement of the same make and model; or 
  • Provide you with a replacement of a similar specification.

Where a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement.

Please note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original Television.

 

Authorised service technicians All repair services are provided by service technicians, who are appointed, and authorised by us.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

4. What you are not covered for:

All of the examples provided in the below table are to help you understand what’s not covered and are not the only reasons a claim could be declined.

Summary Explanation
Deliberate or malicious damage Caused deliberately or maliciously

Cosmetic damage

We only cover damage if it prevents the normal functioning of your Television. If it is a scratch, dent or pixel failure (within the manufacturers acceptable limit), we will not repair or replace it. For example; cracked screens would be covered but scratched screens would not be, unless it impacts the working order of the Television.

Accessories

Cover is not provided for any accessories. Accessories are anything that connects to your Television. For example remote controls, 3D glasses and sound bars.

Consumables, i.e Items replaceable by you

We will not provide cover where the breakdown can be fixed by you replacing consumable items (i.e. items with a limited life, intended to be used up and periodically replaced). For example: fuses, removable or rechargeable batteries.

Breakdown We only cover accidental damage. Please refer to John Lewis & Partners Guarantee Terms and Conditions if the product breaks down 
Installation, assembly fitting or damage on delivery

We will not cover damage which is a result of improper installation, fitting, assembly or delivery of the Television.

Damage from external causes and failure of household utilities
Damage from causes including: fire, flooding and lightning are not covered. Any damage caused by failure of household utilities such as burst pipes, power surges or any internal flooding within your household. 
Other cost or losses you may incur
We will only cover repairing or replacing the Television. We will not cover any cost or loss of not being able to use the Television or time you take off work.
Delivery and/or installation costs We will not pay any costs relating to the delivery and/or installation of a Television or replacement Television.
Where the product has been repaired by someone not authorised by us If the Television has been repaired by someone other than an authorised service technician approved by us
Not taking care of your insured product There are e simple things you can do to ensure you are taking care of your Television like securely fixing it to the wall or placing it on a correctly sized unit.  We will always take into account the situation when the accidental damage occurred when assessing your claim

5. Claims process

Steps to making a claim

Step 1
To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Television. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2
If your claim is validated and approved, dependent on the nature of the fault we will either at our discretion;

  • Send a repair technician to your home to inspect or repair the Television or;
  • Ask you to send the Television to us for inspection and/or repair or;
  • Issue a replacement Television or settlement (refer to important information about the claims process below).

Step 3
If your claim is accepted, your product will be repaired or replaced in line with these terms.

 

Important information about the claims process

No fault found

If the authorised service facility determines that the Television is in working condition or the fault or damage is not covered by your policy, we will return the Television to you or dispose of it at your request.

Ownership of insured Television

If you receive a replacement or settlement under this policy, the damaged Television becomes the property of the Insurer. If we choose to take possession, the Television must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Manufacturer’s warranty

This policy is provided in addition to any manufacturer’s warranty or John Lewis & Partners guarantee that applies to your Television. This policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your policy is active.

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 9.

6. Limitations

  • Should you wish to transfer your policy to someone else, please contact the administrator.
  • Where accidental damage occurs as a result of any unauthorised repair, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
  • Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

7. Cancellation and refund policy

Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637, email at johnlewis@thewarrantygroup.com or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

8. Law and jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

9. Queries and complaints

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building,  Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com

TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 by post to 171 Victoria Street, London SW1E 5NN or by email at Head_Of_Customer_Service@johnlewis.co.uk

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/

10. Obligation to provide accurate information

When applying for or varying this policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

11. Status disclosure

This policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey, TW18 4LG. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

12. Compensation scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY

13. Data Protection

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.

Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

Added Care for your furniture

This is your insurance policy. It is a contract of insurance between you, the purchaser (hereafter “you/your”), and the insurer, London General Insurance Company Limited.  TWG Services Limited is this administrator.

In this document, “We/Us/Our” refers to the insurer and the administrator for ease of reference.Please note that having insurance cover does not mean that you should not take care of your product phone. Manufacturer’s guidelines should be followed at all times.

Customers with additional requirements

This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can text telephone us on 0330 100 3330 or call us on 0330 100 3400 to request a copy.

Description of Cover

This Insurance Policy is intended to cover your furniture product (the item listed on your confirmation schedule) against the following risks (see ‘The Insurance Policy Terms and Conditions’ below for more details): Accidental Damage

1. Eligibility

You are eligible for cover if:

  • The product will be used in a domestic environment and is not used for business purposes; and
  • The product will be located in the UK

2. Duration

Cover for accidental damage will begin from the date you received delivery of the product as appears on your sales receipt or the date you purchase this policy, whichever is the later.  

All cover under this policy ends on the earliest of:

  • The expiry date as shown on your confirmation schedule; or

  • The date your product is replaced.

  • The date you no longer own the product (e.g. if you return your product to John Lewis & Partners or you sell/give your product to someone else).

  • Or if you choose to cancel your cover (Please see section 7 Cancellations and Refunds).

3. The cover you receive:

Cover Explanation

Your product is covered against:

Accidental Damage

The Intention of the cover - This Plan provides cover for individual incidents of accidental staining and/or accidental damage it does not provide cover for damage that naturally occurs due to normal use and ageing or for your product becoming gradually dirty and out of condition over time.

 

If your product suffers accidental damage we will repair or clean your product where possible, we may choose to send a cleaning kit if we consider that the stain can be easily removed

If your product is uneconomical to repair or we are unable to repair it, or clean it, we will either provide you with a replacement of the same style and specification or a John Lewis Partnership gift card. The replacement value will not exceed the original purchase price.

Examples of what we would consider to be accidental damage include (but are not limited to):

 

  • Rips and tears for example caused by keys

  • Burns caused by cigarettes

  • Watermarks and heat rings

  • Staining from food, drinks, ink, paint, make-up and human and animal bodily fluids.

  • Damage caused by your own pets (limited to 2 claims throughout the duration of your Added Care policy)

Authorised service technicians All repair services are provided by authorised service technicians, who are appointed, and approved by us.

4. What you are not covered for:

Summary
Explanation

Structural Damage

Structural damage which is not a result of accidental damage (please see your John Lewis & Partners guarantee terms and conditions)

Deliberate damage, neglect, abuse or not looking after your product

You are not covered for:

  1. Damage caused deliberately or maliciously

  2. Not taking care of your product

What do we mean by ‘taking care of your product’?

We will always take into account the circumstances around how the accidental damage occurred when assessing your claim.

For example, if you knowingly do any of the following, we may decline your claim:

• You place your product outdoors when it is not intended for outdoor use

• You overload drawers or shelves


Assembly of flat pack furniture or failure to follow flat pack assembly instructions

Damage caused during the assembly process of your flat pack furniture.

Weather, nature damage and failure of household utilities

Damage from causes including (but not limited to) fire, flooding and lightning are not covered.

Any damage caused by failure of household utilities such as burst pipes, power surges or any internal flooding within your household.

Accidental damage failure caused by not following the manufacturer’s instructions, age or normal use

This policy does not provide cover for your product where it has been damaged due to failure to follow the manufacturer’s instructions or due to the effects of:

  1. Sunlight

  2. Colour change

  3. Fading

  4. Rust

  5. Corrosion

  6. Bleach

  7. Any gradually occurring stain(s) or damage, gradual wear and tear, or your product becoming gradually dirty and out of condition over time;

  8. General ageing of the product caused by normal use.

If your product has leather upholstery, the policy will not cover the product for

  1. Splitting/cracking of leather

  2. Creasing of leather or any natural characteristics of hide

Other cost or loss

We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product or time you take off work.

Delivery and/or installation costs

We will not pay any costs relating to the delivery, installation, assembly and/or disposal of a product or replacement product.

Damage caused by animals other than your own pets and only two successful claims for pet damage during the policy term

This policy does not provide cover if the product is damaged by animals other than your own pets.

Product replacement during the John Lewis guarantee period

If your product is replaced during the John Lewis guarantee period, please contact the Added Care team on 0330 100 3637 to cancel your policy and obtain a pro-rata refund as this policy in non-transferrable.

5. Claims process

In the case of accidental damage :

Step 1

To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Product. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2

If your claim is validated and approved, dependent on the nature of the fault we will either at our discretion;·

  •  Send a repair technician to your home to inspect or repair the Product. If a repair is not possible on the first visit (for example parts or fabric are required) the technician will arrange a subsequent appointment for a return visit. or;· 
  • Ask you to send the Product to us for inspection and/or repair or;· Issue a replacement Product or Settlement (refer to important information about the claims process below)·
  •  Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us.

Step 3

If your claim is accepted, your product will be repaired or replaced in line with these terms. If the product has been purchased as part of a matching set, we may replace the whole set.

For example, if you purchase Added Care on a 3 seater sofa and on a single armchair, and the single armchair is beyond repair and we can’t replace it with an identical model; we may replace both the 3 seater sofa and the single armchair – providing both products were purchased in the same transaction and are both protected with Added Care.

In the event that we replace any other matching items Added Care on those products will cease and no refund will be due.

We will always do our best to make sure that you’re satisfied with the outcome.

 

6. Limitations

 

  • Your policy will end when you receive a replacement product.
  • You must notify the administrator as soon as possible if any of your details change.
  • This policy does not provide cover for your product if it has been repaired by someone other than a technician appointed by us or by John Lewis & Partners Plc.
  • We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.
  • If you are not happy with the claims decision, please follow the complaints process in Section 9.

 

7. Cancellation and refund policy

Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX. You can also email the team at johnlewis@thewarrantygroup.com

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid.   If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

8. Law and jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales. The EEA State for the purposes of the policy is the United Kingdom.

9. Queries and complaints

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building,

Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000, by post to 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk.

If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123 or email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

10. Misinformation

When applying for, or varying this Policy, or submitting a claim, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Policy or the payment of your claim.

11. Status disclosure

This Policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG.  Registered Number 1865673. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

12. Compensation scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

13. Data Protection

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information. Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

Added Care important information

1. Cancellation and refund policy

Added Care for your technology, small appliances and television

Should you wish to cancel your Added Care policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge, then you are not entitled to a refund.

Added Care for your home appliance

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis Added Care PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.
If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.

1. Important information

Extended warranties are also available from alternative providers such as manufacturers and insurance companies. Some household contents insurance policies cover for accidental damage, fire or theft.

If after comparing the terms and conditions and price you would prefer to take the other provider's warranty, remember you have 60 days from the date of purchase to cancel your Added Care.

2. Queries and complaints

Added Care for your technology, small appliances and television

Should you wish to cancel your Added Care policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge, then you are not entitled to a refund.

Added Care for your home appliance

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis & Partners Added Care PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.
If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.

3. Status disclosure

Added Care for your technology, small appliances and television is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at Integra House, Floor 2, Vicarage Road, Egham, Surrey TW20 9JZ. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Added Care for your home appliance is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

4. Customers with additional requirements

If you have hearing or speech difficulties, you can text telephone us on 0330 100 3330.

This document and all our literature is available in large print, audio and Braille - you can call us on 0330 100 3637 to request a copy.