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5 year guarantee - Exclusions
5 year guarantee - Exclusions

  • You don't have to buy a Cover Plan at the same time as you purchase your new product. You have up to 12 months to decide.
  • If you change your mind, you can cancel your Cover Plan whenever you like.
  • Your Cover Plans is provided by DSG Retail Limited, part of the Dixons Retail plc Group. In the event that DSG Retail Limited ceases trading there is no dedicated financial backing.
  • If we issue a product replacement voucher your Cover Plan will end and a pro rata refund  Plan voucher will be supplied for the remaining duration of the Cover Plan (does not apply to Pay Monthly). The provision of repairs, instant replacements or other services will not cause your Cover Plan to end.
  • Other suppliers such as your product's manufacturer may offer an alternative support service. Your household insurance may provide some protection for your product.
  • There are statutory rights in place that apply to faulty goods. You can find advice on those rights from the Citizens Advice Bureau.


Your insurance may provide you with some protection but:

  • You may not be protected for breakdown caused my mishaps or mechanical breakdown
  • Portable products may not be protected
  • Your annual premium may increase after your claim
  • You may have to pay an excess


If we cannot readily and economically repair your product you will be given a voucher to obtain a replacement product in one of our stores. The value will be based on an equivalent or similar specification product up to a maximum of your original product purchase price.

If you receive a product replacement voucher this Cover Plan ends. You will receive a pro rata Cover Plan refund voucher which can be redeemed during the purchase of another Cover Plan.


The contents of this page do not affect your legal rights, which include the right to a remedy for defective goods. If you buy goods which are faulty when sold you have the right to claim for a repair or replacement for up to 6 years from the date of purchase.

However, after the first 6 months you have to show that the fault was there from the start and the longer it takes for the fault to show up the more difficult that becomes. A Cover Plan gives you benefits which are in addition to your legal rights and your product will be repaired free of charge if it breaks down or malfunctions at any time while your Cover Plan is current without you having to prove that the fault was present at time of sale. Further information about your legal rights can be obtained from your local Trading Standards Department or the Citizens Advice Bureau.

Your service agreement will be cancelled in the event of any fraud, or attempted fraud and you will not be entitled to a refund.


You can purchase a support agreement any time up to one year from buying your product. Product support agreements are not available on damaged products. Extended warranties may be available from other companies.


If you require support and advice or for any reason your product isn’t working, please call the number that was given to you on purchase of your Cover Plan, or call our Knowhow Contact Centre on 1890 400 001 ; we will try to diagnose the problem and find a solution.

If we can't solve the problem over the phone we will repair the product or replace it. During the call we will advise on next steps. You may be required to take a portable product to one of our stores.


If your product breaks down again after being repaired on three previous occasions, and your product is still within your Cover Plan, then you may request a replacement. This benefit applies on the 4th separate mechanical or electrical failure.


Our Customer Care Team Help & Advice service covers a variety of products including computing, home entertainment and gadgets.


In the unlikely event that your repair takes over 14 days you may request a replacement product. The 14 day repair promise will start on each occasion from:

  • The date you book in your product for repair in one of our stores
  • The date of the engineer's first visit
  • The date that we collect your product

If the product is taken into a store the repair will be considered complete when the product is available for collection. If the product is collected from you it will be returned to the same address and the repair will be considered complete on the date of the earliest re-delivery slot we offer you.

The 14 day repair promise is subject to allowing us reasonable access to the product for repair. If we cannot get access to the product (e.g. you are away), the 14 day promise will not apply. When the product is still operational and safe to use the 14 day promise will not apply.

Due to the additional time needed to carry out data recovery the 14 day repair promise will not apply to any repair where data recovery has been requested.


For the lifetime of your Cover Plan for a PC or laptop, you are entitled to one healthcheck each year. If your computer is infected by a virus, Trojan, worm, spyware or malware or you have lost data, Knowhow can help. Simply take your product into your nearest store with a Knowhow service bar or contact us on the number that was given to you on purchase of your Cover Plan, or call our Knowhow Contact Centre on 1890 400 001 and our team will arrange this for you. Only products with a Windows operating system will qualify for a healthcheck.

If you require data recovery you must request this service at the time of booking in the product. Upon request we will attempt to retrieve your data however, all recoveries greater than 32GB will require you to provide an external hard drive. To carry out this service your machine will be taken to our Knowhow repair lab. This service is offered on a best endeavours basis only and we cannot guarantee we can recover your data.


For the lifetime of your Cover Plan you are entitled to one valet service a year on the product. We will clean and de-scale a washing machine or dishwasher, clean the trays, grills and exterior of a cooker, and defrost a fridge or freezer plus give it an anti-bacterial clean. To book an appointment, please call us on the number that was given to you on purchase of your Cover Plan, or call our Knowhow Contact Centre on 1890 400 001 .


  • Regularly replaced items/consumable items, including:
  • Built-in batteries
  • Bulbs and lamps (except for bulbs used in rear projection TV)
  • Cosmetic damage where it does not affect the operation or safety of the product
  • Repair costs that have not been approved
  • Damage or breakdown due to flood, wind or other severe weather conditions
  • Damage or breakdown due to fire, unless caused by an electrical malfunction within the product
  • Repair or replacement of the product which has been neglected, abused, misused, or damaged intentionally. You must take reasonable care of the product
  • The cost of repairing or replacing a product which has been exposed to insect infestation (or similar phenomenon) or human or animal fluid/matter
  • Any service or benefit where the Care Plan has been suspended
  • Inoperability of a product caused by withdrawal of services by a third party or by a failure of, fault with or interruption of a utilities supply
  • Software or data
  • Image retention on plasma, LCD, LED, 3D or rear projection screens
  • Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement
  • Cost of Data Recovery if unit needs to be sent to specialist laboratory
  • Dishwashers, vacuum cleaners, cooking and laundry products if used for business


If you pay monthly, you can cancel within 14 days of purchase by calling us on 1890 400 001. Providing the service has not been used we'll give you a refund on any payment made. After this period you can cancel at any time by calling us on 1890 400 001, but please note that if you do this you will not receive a refund. If you have bought a 3 or 5 year term and are not completely satisfied, you can cancel it within 45 days of purchase. Please call us on 0344 561 1234 and if you haven't used the service we'll give you a full refund. If you want to cancel your agreement after 45 days from purchase you'll be entitled to a pro rata refund.

You may also give notice of your intention to cancel your agreement by writing to us at: Knowhow Customer Services, PO Box 1686, Sheffield, S2 5YB, England

Your service agreement is with DSG Retail Ltd., Unit 9A, The Park, Carrickmines, Dublin 18, Ireland
Incorporated in Ireland, a private company with issued shares. Registration Number 259460


If you need to amend any of your details, such as your name or address, please contact our Knowhow Contact Centre on 1890 400 001 so that we can update our records. To ensure you get the best service possible it is important the details of the owner of the product remain up to date.

If you sell or give away your product, you can transfer this Care Plan to the new owner, free of charge. To do so you must write to us with details of the new owner’s name and address. You can write to us at: Knowhow Customer Services, PO Box 67887, London, SE5 5HU.

© DSG Retail Ireland Ltd, Unit 9A, The Park, Carrickmines, Dublin 18, Ireland
Incorporated in Ireland, a private company with issued shares. Registration Number 259460