Help and Advice
Track a replacement product being delivered
You’ll be able to pick a delivery date when ordering your new product. This will usually be a day from Monday to Saturday, depending on the supplier.
If you can’t remember the date you booked, check the confirmation email or text message you received.
If you don’t see the option to choose a date online, the supplier will contact you to arrange delivery.
Change a delivery date
To change the delivery date you booked, you can contact the supplier that’s delivering your product.
To allow enough time, you should try to get in touch no later than 24 hours before the delivery date.
To find their contact details, look at the confirmation email you received after ordering. If you can’t find those details, talk to us through the live chat icon on the bottom right of this page (available weekdays, 8am – 6pm. and Saturdays, 8.30am – 4.30pm).
If your delivery is delayed,
As with any delivery, there can sometimes be unexpected delays due to traffic or accidents.
If your delivery hasn’t arrived on the agreed date, the supplier should let you know as soon they can. You can also get in touch with the supplier directly to learn more.
To find their contact details, look at the confirmation email you received after ordering. If you can’t find those details, talk to us through the live chat icon on the bottom right of this page (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).
Change the product you’ve ordered
To get help with changing an order before delivery, we recommend talking to us on live chat. Use the icon on the bottom right of this page to start chatting (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).
If your product has been delivered or is on the way, you may have to pay a fee to change it.
Get a product installed or recycled
If they’re available, we’ll offer you installation and recycling services when you order your product. Their availability depends on the product you’re ordering and what its supplier can offer at the time.
Keep your current product or dispose of it
If you don’t ask us to recycle your broken product, you can keep it or dispose of it yourself.
Get a product disconnected
The installation service often includes disconnection, but this depends on the team that’ll provide the service. We’ll let you know about this once you’ve ordered.
If you just order recycling (and not installation) for a gas appliance, you must get a Gas Safe registered engineer to disconnect it beforehand.
Get an integrated appliance installed
If an installation service is available, we’ll offer it to you when you order your new appliance. Otherwise, you can search for a trusted installer to do this for you.
Learn when we’ll install your replacement
The teams we work with typically install freestanding appliances straight after delivery (if you ordered installation). This timing can vary depending on the appliance and your location, though.
If we don’t offer you installation, you can always search for an installer in your area. In that case, you should book the installation for the day after the delivery or later.
Find out the qualifications of our engineers
Our engineers are fully trained and qualified for their roles. This includes being on the Gas Safe register when needed and having the necessary electrical qualifications.
Follow our guidelines before the delivery
It’s important that we can safely get to where you want your new product.
If you’ve asked us to remove your old product, you should also get that ready before we arrive.
To make sure you’re all set, please check the next FAQ section, ‘Follow our guidelines before the delivery’.
Check these things before ordering
To get the product that suits you, it’s important to check all the specifications before ordering.
We recommend double-checking whether the product is:
- The right colour
- Freestanding or integrated
- The right size to fit the space where you want it
- It is able to fit, in its packaging, through your front door
- be able to fit through any narrow rooms, turns, or halls in your house
Find out why we offer products from certain brands
We’ll always offer you a selection of models with similar specifications to the product that you’re replacing.
The brands we can offer you depend on the details of your policy and the models available at the time.
For this reason, sometimes we may not be able to offer a product from the brand that you had before.
Learn why there’s a fee for some replacements
The models we can offer always depend on stock availability and the plan you have.
There will be no charge if you pick a model that’s similar to the one you had before.
If available, we will also offer you a product with upgraded specifications. These products might have a higher capacity, improved efficiency, or different features, for example. If you choose one of these enhanced models, then we’ll ask for an additional fee.
Check that the product can fit through your door
The delivery team will bring the product to your door in its packaging. So when measuring your doors, be sure to allow for the packaging the product will arrive in.
To give you an idea, here are the dimensions of an American fridge freezer with and without packaging:
- Unpackaged: (H) 178cm, (W) 90.8 cm, and (D) 69.2cm
- Packaged: (H) 190.7cm x (W) 97.4cm x (D) 77.6cm
Also, please check that the path to where you want the appliance is clear and wide enough.
Learn about your new product’s guarantee
The product’s manufacturer may provide a parts and labour guarantee for 1 year or longer. You can find details of this in the printed information that arrives with your new product.
Be sure to register your product with the manufacturer, as this is usually required to benefit from the full guarantee.
When you register, you’ll also have the option to enhance the guarantee with more comprehensive, longer-lasting protection.
Check if the product will fit in the space
When choosing your replacement, you’ll be able to see the dimensions of each model.
The replacement models we offer you will have similar specifications to the product you’re replacing.
To be certain, you should measure the space and compare it with the dimensions of the new model.
Also, check that your front door and the path to where you want the appliance are unblocked and wide enough.
Get confirmation that we’ve received your order
When you order online, you’ll see a confirmation page with all the details. We’ll also send you an email or text message confirming your order.
Sometimes the product’s supplier will also text you a confirmation that they’ve received your order.
After that, the supplier will contact you with details of the delivery time or date.
Learn why we’ll contact you and what comes next.
If the engineer assigned to you determines that your product cannot be fixed, they will notify us.
It may take the engineer up to 48 hours to tell us following their final visit to you.
Once the engineer has notified us, we will contact you via text or email to replace your goods.
Simply follow the instructions in the text or email to view the different models and order the one you like.
Order a replacement product.
Once we’ve contacted you about ordering a product, you can place your order anytime. You do not have to worry about the offer expiring.
We do, however, update our website frequently with the most recent models, so the things we sell may vary over time.
The products available will be identical to the one you’re replacing. Sometimes you’ll be able to choose an enhanced model for an additional charge.
We are sorry to learn that you have cancelled your protection with us. You can reactivate your plan by reinstating your subscription here.
If you have any concerns or questions about your plan or payment, please contact us at the number listed below. Your input allows us to provide the best possible service to our consumers.
If you accidentally cancel your subscription, don’t worry. You can reactivate your it here.
Depending on your plan, you can cancel by messaging or calling us using our online form.
You can also talk to us about other possibilities for your plan before deciding to cancel.
To use the form, go to our contact page and click on ‘Canceling a plan’ under ‘Talk to an expert’.
Alternative ways to cancel
- By phone: call us on +234 704 777 1945
- On our website, fill out and submit the cancellation form.
Your right to cancel during the cooling-off period.
The ‘cooling off period’ is 90 days after you receive your documents or the start date of your plan, whichever is later. Some plans may have a longer time, so please see your plan details.
If you change your mind during the cooling-off period, you can cancel your plan and receive a refund for any fees paid. However, you must pay us for any costs incurred while we supply you with the service, such as callouts and repairs (although these charges will not exceed the plan fee). If your plan only covers one appliance and we replace it during the cooling-off period, the plan will automatically terminate, and you will be required to pay the entire plan charge. If your plan covers numerous appliances, it may not expire when you get a replacement. Please refer to your plan documentation for more information.
Your right to cancel after the cooling-off period.
For your rights to cancel after the cooling-off period, please refer to your plan documents.
When your plan expires, you will be offered an annual renewal and will have the option to renew every year because renewals have no product age restriction.