Extended Warranties

Introduction

You never need worry about finding a good repairer or paying a repair bill when you take out Breakdown protection. If your appliance breaks down, we will repair it, replace it or make a contribution towards the cost of the equipment.

Why choose Domestic & General?

Domestic & General has been protecting people's possessions for over 50 years. They started out with black & white televisions; now they look after almost every household appliance, from washing machines to widescreen TVs. Domestic & General are the UK’s leading appliance protection specialists, protecting over 5.7 million appliances throughout the UK.

Domestic & General have been the chosen warranty provider for customers of Hughes Electrical for over 20 years.

The Benefits:

• Peace of mind against expensive repair bills
• New appliances protected
• Help at the end of the telephone 24 hours a day, 365 days a year

What if I change my mind?

Provided you have not made a claim, you may cancel this policy and receive a full refund within 45 days of purchase. After 45 days you can terminate your policy at any time and receive a refund for the full, unexpired months of cover remaining. Full Details are included in your policy certificate.

Know your rights

When you buy a product, you are protected by the sales of goods act 1979 (As amended) and the sale of supply of goods to consumer's regulations 2002. If the appliance is not of satisfactory quality or fit for its purpose, you have a right to claim for repair or replacement for up to 6 Years (5 Years in Scotland). However, after the first six months it is up to you to prove the appliance was faulty when purchased- this may involve you taking legal proceedings.

For further information on your rights, contact your local trading standards department.

Other Extended Warranty providers

We offer a range of extended warranties for your purchase. Extended warranties may also be available from other high street outlets, insurance companies and other providers. Extended warranty cover may also be available for free if your purchase was made using some credit cards.

Household insurance

Some household contents insurance policies cover for accidental damage, fire or theft of electrical goods. However, an excess may be payable and a claim may affect the cost of subsequent insurance premiums.

What is included?

Domestic & General offers protection on all;

Product lines sold by Hughes Direct: Washing Machines, Televisions, DVD, Camcorders, Cameras, Hi-Fi Systems, Dishwashers, Fridges/Freezers, Vacuum Cleaners, Videos, and many, many more...
 
New appliances protected 

We offer protection for most major appliances up to 8 years old. Once your appliance is protected, you can normally renew your plan for the life of your appliance.

No hassle, no bills, no forms

If you need their help, simply call their Helpline at any time of the day or night. They will put you in touch with a reliable repairer in your area. In most cases they will settle the costs directly with them so you won't even see a bill.

Monitored and approved repairers 

Their nationwide network of quality-approved repairers are all monitored for quality by a dedicated department. Over 50,000 customer questionnaires are sent out to their customers every year, making sure they maintain the very highest standards for your repair.

New for old protection

Plans taken up during the manufacturer's guarantee period offer new for old protection. If they can't fix it, you get a brand new replacement appliance.

Damage caused by accidents

Protection for damage caused accidentally is included.

In case of breakdown

• Call Domestic & General’s 24 hour helpline on 08705 490 000 and their friendly customer service advisors will be happy to help you. When you call, please have your agreement number and a pen available.
• The advisor will give you a contact number for an authorised, approved repairer in your area and a referral number.
• Call the authorised repairer, quoting your referral number and arrange for them to come to repair your appliance.

Domestic & General usually take care of any costs directly with the repairer, so you won't even see a bill.

Summary of protection

You will receive different benefits depending on whether your appliance is still in the manufacturer’s guarantee period (usually one year) when you buy protection.

Benefits for products protected during the manufacturer’s guarantee:

Breakdown repairs without bills

If your product breaks down (mechanical or electrical breakdown) you can claim a repair from a quality-approved engineer. The plan will take care of the bill.

Damage caused by accidents included

If it’s an accident that means you need a repair, your plan will still pay for the work.

If we can’t repair it, we’ll replace it

If your product can’t be economically repaired you will be given a brand-new replacement. All you pay is the delivery charge, if there is one.

No bills to pay

In most cases we’ll take care of the bill directly so there’s no need to pay and reclaim your money or fill in a claim form.

Change your mind at any time

If you cancel your plan without making a claim during your guarantee period, you will receive a FULL refund.

After the guarantee has expired, you can cancel at any time for a refund of the remaining months’ fee (again, provided you have not made a claim).

Benefits for products protected after the manufacturer’s guarantee:

Breakdown repairs without bills

If your product breaks down (mechanical or electrical breakdown) you can claim a repair from a quality-approved engineer. The plan will take care of the bill.

If we can’t repair it, we’ll pay a contribution to a replacement

If your product can’t be economically repaired you will be given a contribution as shown below:

Year of protection = % age of current retail price

1st = 50%

2nd = 40%

3rd or more = 30%

No bills to pay

In most cases we’ll take care of the bill directly so there’s no need to pay and reclaim your money or fill in a claim form.

Change your mind at any time

You can cancel at any time for a refund of the remaining months’ fee (again, provided you have not made a claim).

What’s not included?

The plan will not pay for:

• delivery or installation charges where a replacement product is provided.
• costs you may incur to dispose of your original appliance;
• costs arising from not being able to use your equipment;
• cosmetic damage.

This is just a summary of the protection. Click here for full terms and conditions (PDF format):

Terms and Conditions PDF for equipment which is IN GUARANTEE at the time you take out protection

Terms and Conditions PDF for equipment which is OUT OF GUARANTEE at the time you take out protection

Frequently asked questions

Will I have to pay more if I make lots of claims or have lots of repairs? 

We don't believe in penalising our customers just because they make use of their protection. We do not raise our prices for people who make claims or need repairs. We want any customer to be able to make a claim without worrying about their fees increasing.

What happens at the end of my plan?

You will be offered an annual renewal when your plan expires. This can normally be renewed every year for the rest of the appliance's life.

Can I use my own repairer?

The work of our repairers is monitored and guaranteed and we ensure that they carry public liability insurance. We can't be certain of any of this with your local repairer. This is why we prefer all repairs to be carried out by our approved engineers. By using our own regulated network we can also ensure that costs are controlled, and this allows us to keep fees to a minimum without compromising customer service.

What is your limit for a repair?

We do not have a set limit for any repair. However, each plan does have an authority limit - of £125 for kitchen appliances and most electrical equipment, and £70 for vacuum cleaners. If any one repair is estimated to cost more than the limit, the repairer must call our Claims Department to obtain further authorisation before going ahead with the work.

What do you consider to be a reasonable period for a repair?

It depends upon the complexity of the repair but most repairs are completed on the first visit. Occasionally repairs can be held up by the lack of spare parts or perhaps the difficulty in spotting an intermittent fault. If you do encounter any problems with your repair, or in dealing with our repairer, please contact us and let us know. Our Customer Care team will work with you to address any problems you have experienced and ensure your satisfaction.

Repairers of home entertainment equipment have to either return the product, if it has been taken away for tests, or make contact to update our customers of the situation within 5 working days.

If I have a problem, how long will a repairer take to arrive? 

Generally we would expect that the repair agent from our own independent network would call out within two working days. Where we use manufacturers' repair networks, you may find slightly different, but nonetheless efficient, service standards operating.

For how long can I protect my appliance on one plan?

If your appliance is still within the manufacturer's guarantee period then you can extend the guarantee for a total of 5 years, including the manufacturer's guarantee. When any plan expires, you can normally continue to renew it on an annual basis for the rest of the useful life of the appliance.

What do I do if my appliance breaks down?

• Call our 24 hour helpline on 08705 490 000 and our friendly customer service advisors will be happy to help you. When you call, please have your agreement number and a pen available.
• The advisor will give you a contact number for an authorised, approved repairer in your area and a referral number.
• Call the authorised repairer, quoting your referral number and arrange for them to come to repair your appliance.

Domestic & General usually take care of any costs directly with the repairer, so you won't even see a bill.