Help and advice

Product Replacement: Step-by-step guide

Here you’ll find a step-by-step walkthrough of the Product Replacement process. From viewing your replacement options right through to order confirmation and every step in between, you’ll find information and advice on choosing your new model online.

Can’t find what you’re looking for? Visit our Product Replacement FAQs.

Your replacement options

When your current product has been written off, you’ll be offered a replacement. We’ll send you an email or text message explaining that your product is going to be replaced.

Where it would normally take 48 hours, it’s now taking us up to 4 days to provide customers with replacement options which you will receive by either email or SMS. We’re doing everything we can to get these options to you as quickly as possible.

Our phone lines are very busy at the moment, so please don’t call us before it’s been 4 days since your engineer’s visit unless you are a vulnerable customer. Rest assured, you will receive a replacement or have your appliance repaired shortly. In the meantime, thank you for your patience and understanding.

If you are replacing your product online, this message will include a link, and following this link will begin the product replacement process.

If you are replacing your product offline, your message will include a phone number. Just give us a call to begin the product replacement process with one of our agents.

Choosing your replacement

If you’re an online customer, your link will take you to your replacement options. You’ll also see any available information about your current product and plan.

You’ll be offered replacement options with the same or similar specifications as your current model, but the number of options you can choose from depends on your appliance, plan type, and stock availability. In some cases, you may have the option to upgrade your current model to one with enhanced specifications for an additional fee. If so, you’ll see this underneath your standard replacement options.

How to compare your options

You can view the main specifications of your replacement options on this page, and you can choose a new model by selecting the relevant model card. You also have the option to see a more detailed comparison of your options. Just select ‘Compare’ on the relevant models – you’ll see them appear at the bottom of the screen as you build your comparison.

You can then compare two new models against your current product by selecting ‘Compare now’ (if there’s no information on your current product, you can compare three new models). This will take you to a comparison table containing in-depth specifications for the models you’ve selected.

Comparing your selected models

If you’re comparing replacement options, you’ll see a table with the specifications of each of your selected models (and your current product, if applicable) side-by-side. Each column represents an individual appliance, with the rows detailing relevant features that will help you find the right replacement.

If comparing these replacement options helps you pick your replacement, just ‘Select’ your chosen model to continue.

How to view and compare different models

To go back and view your replacement options again, use the X in the top-right corner of the screen. You’ll then be able to build a new comparison table by selecting different models to compare with one another in the same way as before.

If you’d like to remove just one of the replacement options from the table, you can do so using the smaller X in the top-right corner of the relevant model card. By removing all of the new models from the table, you’ll be taken back to view your replacement options again.

Reviewing product details and choosing additional services

The Product Details page contains a detailed specifications table for the model you’ve selected, along with any additional services that are available to you. If you’ve chosen to upgrade to an enhanced model, you can see the additional fee you’ll pay on this page too. This page will be the same whether you’ve come straight from your replacement options or via the comparison table.

Additional services

All of our replacements come with free delivery, and you’ll see that this is preselected. Depending on your appliance, manufacturer, and plan, you may have the option to select installation and recycling for an additional fee. If these services are available to you, just tick the box to select them.

Please note that installation and recycling services differ depending on your appliance; you can find out more on this by visiting our Product Replacement FAQs.

Purchasing a protection policy

Depending on your appliance, manufacturer, and current plan, you may also have the option to purchase a protection policy to cover your new model. You can see the inclusion and exclusions of the policy by ticking the box, so you know exactly what you’ll be covered for before you purchase.

If you’re happy with the model you’ve chosen, and you’ve added any additional services or protection that you’d like, just select ‘I want this one’ to continue to the delivery and payment page (don’t worry – if there’s nothing to pay, you’ll just see your delivery options). Alternatively, you can have another look at your other replacement options (if available) by scrolling to the bottom of the page.

Completing your order

At the top of the Complete your order page, you’ll see a summary of your order: the model you’ve selected plus any upgrade, additional service, or protection policy costs. If you’ve opted for any of these extras, you’ll see an arrow below this summary which will show you a more detailed payment breakdown. If you see something here that you didn’t mean to add, or if you’ve changed your mind on your replacement, you can select the ‘Back’ button in the top-left corner of the screen.

Choosing a delivery date

You’ll then select a delivery date for your replacement, and this will be requested from the supplier immediately. We'll always try to delivery your appliance on the date that you choose, but occasionally this may change. If your delivery date does change, the supplier will contact you to confirm a new date.

In some cases, we may not have full visibility of the service supplier's calendar, so to avoid confusion and cancellations the supplier will contact you to confirm your delivery date once your order has been placed. If this isn’t convenient, you’ll have the chance to rearrange. Remember – providing us with your email address and phone number will help us to keep you updated on the progress of your delivery.

Once you’ve told us about any access restrictions to your property, select ‘Continue’ to enter your payment details. If you’ve nothing to pay, select ‘Confirm order’ to complete your order.

Upfront and monthly payments

If you’ve chosen to upgrade to an enhanced model, or selected any additional services, you’ll pay upfront using credit/debit card. Protection policies are paid monthly, so you’ll set this up as a direct debit. Once your payment details are entered and you’ve selected the button to confirm this, you’ll be taken to the order confirmation page.

Your order details

Once you’ve confirmed your order, you’ll see the details of your replacement and delivery. We’ll send you all this information in an email shortly after your order has been received, so you’ll have a copy for your records.

You’ll also receive updates on the progress of your delivery, so you know that everything is running smoothly with your replacement.