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Due to seasonal flu, our team is short-staffed, leading to potential delays in response times. We apologize for any inconvenience and appreciate your understanding
Due to seasonal flu, our team is short-staffed, leading to potential delays in response times. We apologize for any inconvenience and appreciate your understanding

Terms of Sale

Please retain this document securely, as it outlines the Terms and Conditions associated with your order at the time of purchase. By proceeding with your order, you are automatically accepting our Terms and Conditions. If you choose to cancel your order prior to delivery, you may do so unless you have ordered a non-refundable and non-returnable sofa. We reserve the right to amend these Terms and Conditions at any time without prior notice, however, this will not affect your statutory rights.

These Terms and Conditions apply to all purchases made through our website, by telephone, via messaging or social media platforms, or in our showroom. Additionally, these terms apply to purchases made through our affiliate websites, telephone numbers, social media channels, and showrooms that operate under a trading name for our company, as listed on the footer of our websites.

The Sofa Shop utilises a third-party delivery service, DX Delivery service, for all product deliveries. By placing an order with us, you acknowledge and agree that DX will be responsible for the delivery of your products to your designated address."

 “Sale Price Goods, Clearance Goods, And Ex-display Goods”

Any products that are advertised and sold at a reduced price from their original cost are considered "Sale Price Goods," "Clearance Goods," or "Ex-Display Goods." The discounted price is typically displayed in a colour other than grey or black.

Please note that these goods are sold "as-is" and do not come with the standard benefits we offer. These goods are non-refundable, non-exchangeable, non-cancellable, and come with no guarantees.

Please consider that the discounted price of these goods reflects any potential issues that may arise, albeit unlikely.

 

“Exercise of our Right to Cancel the Sales Agreement”

All orders placed with us are subject to our acceptance. Acceptance can only be considered as having taken place after the delivery of the goods.

In certain circumstances, we may be unable to accept your order due to stock shortages, supplier issues, or delivery difficulties, among other reasons. In such cases, we will promptly notify you and process a refund for any payments made.

Additionally, we reserve the right to refuse a sale to you, should such behaviour as abusive or inappropriate language or actions on your part or that of any associated party occur. We will not be held liable for any direct or indirect losses or consequences that may result from such refusal.

Please note that we reserve the right to refuse any transaction or service at any time, at our sole discretion.

 

"Information Regarding Our Products"

We make every effort to ensure the accuracy of product descriptions, measurements, and images on our website. However, please be aware that there may be some variations or approximations in the descriptions, measurements, and images.

The images and videos on our website may have undergone graphical editing, and the display screen or device used to view the products may significantly impact the appearance of the products.

Additionally, the shade of leather and fabric products may vary slightly between different product variations due to the batch from which the material was manufactured.

In the event that you request a swatch and the final product delivered is a slightly different shade, we cannot accept liability for this variation.

 

"Finance Options for Purchasing Goods"

If you choose to finance your purchase through PayPal, DIVIDEBUY, or KLARNA, you will be bound by their respective terms and conditions of service.

Upon approval of your funding, we will receive confirmation from the finance company. You may then select your sofa and confirm your order.

Should a deposit be required, we will collect it and arrange for delivery. Please note that we can only allow for goods to be taken from our warehouse or delivered upon receipt of confirmation of the sale and financing agreement from the finance company.

Similarly, if you wish to cancel, return, or exchange your product, we will require confirmation from the finance company before any such arrangements can be made. Deposits paid to the finance company must also be returned, and this must be coordinated with the finance company.

 

“Access To Your Property”

To ensure timely and efficient delivery of your goods, it is your responsibility to provide clear access and sufficient space at your property. DX Delivery service will call you in advance of their arrival, and if any road closures or other disruptions are required, it is your responsibility to arrange this. The drivers cannot obstruct the public highway.

It is also your responsibility to confirm that the sofa can be delivered to your doorstep or assembled in your preferred room, taking into account any exceptional circumstances, such as multi-story buildings, parking restrictions, narrow roads, one-way systems, or rural tracks.

If damage occurs during delivery due to limited access, the responsibility for this damage rests with you, and the goods cannot be returned, replaced, cancelled, or exchanged. Please ensure that your stairways and lifts can accommodate the sofa and that the area you want the product placed in is cleared in advance.

Any failed deliveries due to access issues will not be our responsibility, and a re-delivery fee of £100 will be charged for re-scheduling or deducted from the refund if the order is cancelled.

 

“Delivery Service”

We understand the importance of timely delivery and will make every effort to meet the agreed schedule. However, there may be unexpected issues outside of our control, such as traffic, breakdowns, or weather, that may cause delays. In these cases, we will prioritize rescheduling the delivery.

 

“Unavailable Or Unanswered Calls”

We will coordinate a delivery date with you, which can be between 8 am and 8 pm, Monday to Friday. If you have supplied incorrect contact information, and DX Delivery Service cannot complete the delivery or reach you; the goods will be returned to our warehouse. In this case, a re-delivery fee of £100 will be charged for rescheduling, usually within 7-14 days. If you cancel the order, the delivery fee will be deducted from your refund.

 

“Do we offer packaging removal service?”

We do not offer packaging removal services for any of our products. Should you choose to return a purchased item, we strongly advise retaining the original packaging to ensure its safe return and to avoid any restocking fees that may be incurred. Any returned items must be in their original condition and packaging; failure to comply with this requirement may result in additional fees or the rejection of the return request. 

 

“Terms and Conditions for Delivery Service”

 

Standard Delivery Service

DX Delivery service is the doorstep delivery, which involves the delivery of the goods to the exterior of your property, whether it's a house or an apartment. The items will remain in their original packaging unless you opt for the packaging removal service.

Additional Delivery Services

In addition to DX Delivery service, we offer a packaging removal service. This service includes the removal of packaging waste and the disposal of the rubbish.

DX offer a room-delivery service, which may include the delivery of the sofa to the room of your choice & unpacking.

We also offer assembly and removal of packaging services for an additional fee, which is based on the type and quantity of sofas.

Delivery Coverage

We are based in Dewsbury, West Yorkshire, and deliver to most areas within the UK Mainland However to deliver to: Cornwall, Devon, Somerset, Dorset, Scottish Islands, Scottish counties north of Clackmannanshire, Northern Ireland, Channel Islands, Isles of Scilly, Isle of Man, Eire, and the Isle of White, we can deliver to these areas using DX Delivery Service, but the cost and arrangements for the return of the items would be the responsibility of the customer.

Delivery Fees

Our delivery service is now available for a flat fee of £39 for delivery services in England and Wales. For deliveries to Scotland, there is a fee of £69, and for Northern Ireland, the delivery fee is £99. No matter where you're located within these regions, you can take advantage of our cost-effective delivery services at these rates. If you have specific delivery requirements, please contact us, and we'll be happy to assist you.

When Can Our Delivery Take Place?

Many of our sofas are available in stock, and we strive to deliver them to you within 5 days. During peak periods, delivery times may be extended to 10 days. However, our commitment to prompt delivery remains unchanged, and we will make every effort to fulfil your order in a timely manner.

Upon placing your order, our 3rd party logistic partner will promptly contact you to confirm the delivery date and available time slots. If your delivery needs to align with a specific event, such as Diwali, Eid, or Christmas, please note that the earliest delivery date available may apply. To ensure a smooth delivery process, please provide us with daytime contact information that can be utilized on the delivery day if necessary.

If you need to modify your delivery date, kindly notify us at least two business days in advance. If you are unable to receive your delivery, a surcharge of £100 will apply, which must be paid prior to re-delivery or will be deducted from any potential refund in the case of a cancellation.

Flights of stairs

DX Delivery's delivery service is limited to delivering goods up to two flights of stairs. If the delivery address exceeds two flights of stairs, you will need to make alternative arrangements to receive their delivery.You are is responsible for ensuring that their delivery address is accessible for DX Delivery's service.

We are not responsible for any delays or additional costs incurred as a result of inaccessible delivery addresses.These terms and conditions are subject to change without notice, and customers are advised to review them periodically for updates.By using The Sofa Shop you acknowledges and agrees to these terms and conditions.

 

“Access to Your Property: Limitations and Considerations”

In the event that access to your property is restricted, DX Delivery service may still be able to proceed with delivery. Kindly provide us with the details of the issue and we will determine if on-site assembly is possible. For your reference, common access challenges include navigating narrow doorways, small passenger elevators, or manoeuvring around tight spaces such as narrow staircases. Please keep in mind that larger sofas, such as corner units, can present additional difficulties.

In addition to property access considerations, there may also be limitations with delivery vehicle. DX delivery truck is similar in size to a standard refuse truck, so if it can reach your location, so can DX Delivery service. Please note that the responsibility for ensuring property access lies with the customer. If we are unable to bring the item into your property, it will be left at the doorstep for your arrangements.

Weekend Deliveries: Availability and Liabilities

We offer delivery services on Saturday with additional fee but please contact us to discuss these arrangements. We make every effort to deliver on the promised date and time; however, unforeseen circumstances may cause delays for which The Sofa Shop cannot be held liable.

 Changing Delivery Dates: Policy and Fees

Once the delivery date and time have been confirmed, we will prepare your goods for dispatch. If you need to change the delivery time, kindly provide us with 48 hours' notice. Changes made within 48 hours of a scheduled delivery will incur an additional fee of £50. Please note that changing the delivery date may result in additional costs which we will need to pass on to the customer."

 

“Assembly Of Sofas Service”

Our sofas are designed for easy self-assembly to offer you the best value for your purchase. However, for those who prefer assistance, we offer an assembly service that can be scheduled at the time of your furniture purchase. The service fee varies based on the item and quantity, ranging from £49 to £129.99

DX Delivery Service will bring the sofa to your designated room on the ground floor and will assemble it to your satisfaction. A fee of £10 will be charged for each internal additional floor.

In addition, our room-delivery service and packaging removal services are available at an additional cost.

Problems During Assembly

In the event that any defects or missing items are discovered after the assembly is complete, we will prioritize resolution of the situation and, if necessary, send a replacement or offer a full refund.

 

SUMMARY OF PRICES

  • Doorstep delivery = Express (with location-based delivery charge)
  • Packaging removal with doorstep delivery = £20
  • Room-delivery service = £30 (with free packaging removal)
  • Sofa assembly = £49-£129.99
  • Additional fee for each floor above the first floor = £10

 

“Cancellation and Changes to Order”

With the exception of custom and made-to-measure products, you are entitled to cancel your order without incurring any charges provided you do so 48 hours prior to the scheduled delivery date.

However, in the event that you cancel within the 48-hour window prior to delivery, you will be responsible for the delivery fee of £50, as we would have already engaged the services of the courier.

If you wish to make changes to the products you have ordered, this can be done at any time prior to delivery so long as the requested item is in stock.

In the event that the requested item is not available in stock, you will be required to pay the delivery fee for the cancelled order and wait for the delivery of the new product to be rescheduled.

To cancel or make changes to your order, kindly send an email or message us on live chat with your Order Number and details of the cancellation or changes you wish to make.

Returns and Exchanges: 

  1. Free Returns: For the initial 30 days following the purchase, customers are eligible for free returns. During this period, if you are unsatisfied with the sofa, you can return it to us without any additional charges or fees.
  2. Repair Service: After the initial 30-day period, if you encounter any issues with the sofa, we will arrange for a repair service. In such cases, we will need to take the sofa away for a maximum of 7 days to conduct the necessary repairs.
  3. Temporary Replacement: While your sofa is being repaired, we understand the importance of having a comfortable seating option in your home. Therefore, we will provide you with a temporary sofa for your use. Please note that the temporary sofa will be of a similar style to your original purchase but may have been previously used. Rest assured, it will be thoroughly sanitized before delivery.

Replacement and Refund Policy: 

  1. Exchange: Following the completion of the repair process, we will assess whether it is feasible to provide you with a replacement sofa. If we determine that a replacement is appropriate, we will offer you a new sofa of equivalent value and specifications.
  2. Refund: Alternatively, in certain circumstances, we may consider a refund as an option. However, it is important to note that the decision to provide a refund rests solely with us, and it is not an automatic entitlement.
  3. Discretionary Evaluation: The choice between replacement and refund will be made on a case-by-case basis, taking into account the nature of the issue, feasibility, and other relevant factors. We will strive to reach a fair and satisfactory resolution for both parties involved.

Conditions and Limitations: 

  1. Timeframe: The aforementioned terms and conditions apply within the stated timeframes mentioned above.
  2. Usage and Care: Please ensure that the sofa is used and maintained appropriately during the entire period. Any damages caused by negligence, misuse, or improper care may void the applicable return, repair, or replacement provisions.
  3. Additional Costs: While we cover the cost of repairs, temporary replacements, and potential exchanges within the outlined terms, any additional services or modifications requested by the customer may incur extra charges.
  4. Communication and Notice: To initiate a return, repair, replacement, or refund request, please contact our customer service team within the specified timeframes. We will guide you through the necessary steps and provide any relevant instructions or forms required.

We hope these comprehensive terms of sale clarify the processes and options available to you regarding returns, repairs, replacements, and refunds for your sofa purchase. Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team. 

Cost of Services Not Refundable:

Please note that the following services are not refundable:

  • Delivery cost
  • Assembly cost
  • Packing removal cost
  • Cost of taking away old sofas
  • Cost of missed collection attempts

Once we receive the item at our warehouse, we will process the refund promptly, typically within 7 business days. The time taken to receive the funds may vary based on the payment method used. Payments made directly to our bank account, credit or debit card, or PayPal will typically reach you within 3-5 business days. Payments made through a finance provider such as KLARNA or DIVIDEBUY will be refunded by the provider, as per their refund policies, which can be found in their respective links. These refunds may take up to 10 days to reach your account.

 

Aftercare Assumptions: 

At The Sofa Shop, we understand that purchasing high-end furniture can be a significant investment. To ensure that your investment lasts, we have a shared responsibility in taking care of the goods we sell to you. With every sale, we expect and assume that our customers will take steps to prevent damage and financial losses to both parties.

To that end, we provide the following guidelines for maintaining the longevity and quality of your sofa:

Avoid jumping or excessive physical pressure on the sofa, as this can cause damage to the frame and will not be covered under the warranty

Clean the sofa with a clean, damp cloth, avoiding the use of chemicals or household cleaning products

Vacuum the sofa regularly to remove dust particles

Avoid exposing the sofa to direct sunlight, heat sources, and damp conditions

Have the sofa professionally cleaned once a year

Avoid direct contact of oils or sweat with the sofa

Recline the sofa gently, leaving enough space between the wall and the recliner

Pricing Error Policy:
a) Our utmost effort is to maintain accurate and up-to-date prices for all products listed on our website. In the event that we identify an error in the quoted price of the products you have ordered, we will promptly notify you. We will offer you the option to either reconfirm your order at the correct price or withdraw your order. If we are unable to contact you or receive a response within 7 days, we will consider the order as withdrawn, and you will be issued a full refund for any payment made. Refunds will generally be processed within 14 days using the same payment method used for the original transaction.

b) In the case where we display an inaccurate price, which could reasonably have been recognised as a pricing error, we are not obligated to fulfill the order at the incorrect price, even if we have initially accepted your order.

At our discretion, we may choose to honor the correct price if it is determined that the error was not easily identifiable or resulted from technical glitches or system malfunctions. However, we reserve the right to cancel any order affected by a pricing error and provide a full refund for any payment made.

Warranty:

The Sofa Shop offers a 60-month guarantee on the frame of our sofas against structural manufacturing defects. This warranty applies to the person who purchased the product and is only valid in mainland UK. The warranty also covers the following components for a 12-month period:

  • Structural manufacturing defects
  • The frame structures
  • The frame springs
  • The recliner mechanisms
  • Electrical recliner components, such as motors

Please note that the warranty does not apply to damage caused by accidental or deliberate actions, normal wear and tear, neglect, misuse, or abuse. Additionally, the warranty does not apply if the weight capacity is exceeded, causing damage. We will do our best to resolve any issues, but we cannot be held responsible for damage caused by the aforementioned circumstances.

 

Claim Procedure:

In the event of a complaint or claim regarding the product guarantee, please be aware that we will need to follow established procedures to thoroughly investigate and resolve the issue. To initiate a claim, please follow these steps:

Send an email to info@sofa-shop.co.uk to report your claim. We will document your complaint and request supporting documentation, such as photos and videos, and a description of the issue.

A member of our staff or an independent inspector/engineer will be dispatched to diagnose and assess the fault.

After inspection, we will inform you of the status of your claim, either authorized or not authorized.

If your claim is authorized, we will make every effort to repair the problem. If an immediate repair is not possible, we will arrange for the affected item to be collected, repaired, and returned to you.

If the product cannot be repaired, we will order the necessary parts and replace only the damaged part. Please note that there may be a slight variation in colour shades, but this will become less noticeable as the product oxidizes and adjusts to the environment.

If the product cannot be repaired or the parts cannot be ordered, we will replace the product for you. Please note that we will only replace the affected item and not the entire set.

If a replacement is not possible, we will collect the defective item and provide a partial refund for the affected portion of your order. The calculation for the refund for a sofa set is as follows:

3-seater = 55% of the purchase price

2-seater = 45% of the purchase price

Please note that our decision regarding the method of resolution (repair, replacement, or refund) is at our discretion.

Exclusions from Guarantee:

The following are not covered under our guarantee:

Force or tension/pressure beyond the specified weight limit of 200kg for a 2-seater sofa and 300kg for a 3-seater sofa.

Damage resulting from jumping or concentrated pressure.

Structural breakage caused by focused tension.

The natural dip in the foam of sofa seats, which is inevitable in sofas that are used regularly.

Variations in the dip of foam in sofa seats, which can vary based on usage and the tension applied to the foam.

Differences in height between the seats of a sofa or the reclining elements of a recliner sofa, which can vary based on usage and tension applied to each seat.

Discoloration of sofas due to environmental factors or the use of products.

Wear and tear, misuse (accidental, reckless, careless, or deliberate), damage caused by you or others, failure to maintain, commercial or institutional use, incorrect assembly or storage, alterations, and items with existing wear and tear, damage, misuse, commercial use, or incorrect assembly/storage.

Products purchased at a sale price, reduced price, clearance, or on display are not covered under our guarantee scheme.

Castelan Group's extended warranty service:

  1. Coverage: Castelan Group's extended warranty service covers mechanical and electrical breakdowns that occur after the manufacturer's warranty period has expired. The service also covers accidental damage, depending on the specific plan selected. Coverage is subject to the terms and conditions outlined in the warranty contract.

  2. Eligibility: The extended warranty service is available to customers who purchase eligible products from participating retailers. Customers must purchase the warranty service within a specified timeframe after the original purchase date, as outlined in the warranty contract.

  3. Service: If a covered product experiences a breakdown or accidental damage, the customer should contact Castelan Group to file a claim. Castelan Group will arrange for repairs or replacements of the covered product, as outlined in the warranty contract. The customer may be required to provide proof of purchase and other documentation to validate the claim.

  4. Exclusions: Castelan Group's extended warranty service does not cover pre-existing conditions, cosmetic damage, or damage caused by misuse, abuse, or neglect. The service also does not cover products that have been modified or repaired by unauthorised personnel. The warranty contract will provide additional details on excluded items.

  5. Fees: Customers who purchase the extended warranty service will be required to pay a fee, as outlined in the warranty contract. The fee may vary depending on the product type, coverage level, and other factors. The customer must pay the fee in full to activate the warranty service.

  6. Term: The extended warranty service term will begin on the date of purchase and continue for the duration of the coverage period specified in the warranty contract. The term may vary depending on the product type, coverage level, and other factors.

  7. Transferability: The extended warranty service may be transferable to a new owner if the product is sold or gifted during the coverage period. The warranty contract will provide additional details on transferability.

  8. Cancellation: Customers who wish to cancel the extended warranty service must do so within a specified timeframe after purchase, as outlined in the warranty contract. Cancellation may be subject to fees or other conditions, as specified in the contract.

  9. Governing Law: These terms and conditions will be governed by and construed in accordance with the laws of the state or province in which the warranty contract was entered into.

  10. Limitation of Liability: Castelan Group's liability under the extended warranty service will be limited to the cost of repairs or replacements, as outlined in the warranty contract. Castelan Group will not be liable for any incidental, consequential, or other damages arising from the use or inability to use the covered product.

 

Prevent Chargeback Fraud

To prevent chargeback fraud and ensure the integrity of our financial transactions, we have established the following measures:

Delivery of goods will be made only to the address provided at the time of order placement or as indicated on a government-issued ID document such as a driver's license. In the event that delivery cannot be completed due to address discrepancies, the customer may be responsible for additional delivery fees for rescheduling.

Payment must be made in full prior to the delivery of goods.

In instances where our security systems indicate a heightened level of risk, we may require payment via prepaid card or cash for the delivery.

Upon receipt of goods, the customer will be required to sign a "Receipt of Goods" acknowledging receipt and satisfaction with the goods received. If the customer has selected the "assembly" service, they must inspect the goods and confirm their satisfaction.

We may request a photograph of the customer's external door while it is open and, if desired, a photograph of the installed sofa in the customer's room.

We may request the customer to present a form of identification and make a note of the ID number on the "Receipt of Goods."

In the event that the customer refuses to sign the "Receipt of Goods," provide evidence of delivery, or show identification, it will be considered a refusal of delivery and the product will be returned. A full refund, minus delivery fees, will be issued in such cases.

 

Dx Delivery Service Terms and Conditions:

Delivery Service: Dx Delivery Service is a third-party logistics provider offering delivery, installation, and assembly services. Our aim is to provide a convenient and efficient service that exceeds customer expectations. All deliveries are made by our trained delivery personnel and are subject to the following terms and conditions.

Delivery Timing: Our standard delivery service is a 5-10 days delivery service. Delivery times may vary based on various factors, including location, product availability, and weather conditions. In the event that a delay occurs, we will make every effort to inform you as soon as possible and provide you with an updated delivery schedule.

Two-Man Delivery Service: Our Two-Man Delivery Service provides for delivery to the room of your choice, with installation and assembly included. Our delivery personnel will be happy to assist with any questions you may have regarding your product and its installation. If you encounter any issues during the delivery process, please do not hesitate to contact Dx Delivery Service for assistance.

Assembly and Room of Choice: Our delivery personnel are trained to provide assembly and installation services for all products. We will make every effort to ensure that your product is installed in the room of your choice, in accordance with the manufacturer's specifications. In the unlikely event that you encounter any issues with your product, please contact Dx Delivery Service before contacting the manufacturer. We will work with you to resolve any issues as quickly and efficiently as possible.

 

Electrical and Child Safety Warnings

For Electrical Safety:

Ensure proper installation and maintenance of the power supply to prevent electrical hazards.

Exercise caution when using the recliner mechanism as the motor may become hot.

Regularly inspect and maintain the wiring to prevent electrical hazards.

Use caution when operating the control buttons to avoid injury or damage.

Ensure that batteries are inserted correctly and are not dead to prevent electrical hazards.

Ensure that the remote control is functioning properly and the batteries are not dead to prevent electrical hazards.

Contact the manufacturer or vendor for service or repairs. Do not attempt to repair or modify the electric recliner sofa without proper training or knowledge.

Do not use the electric recliner sofa near water or in damp or wet conditions to prevent electrical hazards.

Keep the electric recliner sofa away from flammable materials and open flames to prevent fire hazards.

Always unplug the electric recliner sofa when not in use to prevent electrical hazards.

For Child Safety:

Children should be supervised at all times while using the sofa and any recliner features.

Instruct children on proper use of the sofa and recliner features to prevent accidents or injuries.

Advise children to avoid climbing on or playing around the sofa to prevent accidents or injuries.

Teach children to avoid playing with the recliner mechanisms or control buttons to prevent accidents or injuries.

Advise children to avoid sitting too close to the edge of the sofa to prevent falls or injuries.

Advise children to avoid sitting or lying on the arms of the sofa to prevent falls or injuries.

Keep small children away from moving parts of the sofa such as the recliner mechanism to prevent accidents or injuries.

Keep small children away from the power outlet and any electrical components of the sofa to prevent accidents or injuries.

Keep small children away from sharp edges and corners of the sofa to prevent injuries.

If the sofa is equipped with a recliner mechanism, ensure that it is locked in place when not in use to prevent accidents or injuries.

Note: It is the responsibility of the parent or guardian to ensure that children are properly supervised and instructed on the safe use of the sofa. Please read the manufacturer's instructions and follow them carefully.

Castelan Group's extended warranty service:

Coverage: Castelan Group's extended warranty service covers mechanical and electrical breakdowns that occur after the manufacturer's warranty period has expired. The service also covers accidental damage, depending on the specific plan selected. Coverage is subject to the terms and conditions outlined in the warranty contract.

Eligibility: The extended warranty service is available to customers who purchase eligible products from participating retailers. Customers must purchase the warranty service within a specified timeframe after the original purchase date, as outlined in the warranty contract.

Service: If a covered product experiences a breakdown or accidental damage, the customer should contact Castelan Group to file a claim. Castelan Group will arrange for repairs or replacements of the covered product, as outlined in the warranty contract. The customer may be required to provide proof of purchase and other documentation to validate the claim.

Exclusions: Castelan Group's extended warranty service does not cover pre-existing conditions, cosmetic damage, or damage caused by misuse, abuse, or neglect. The service also does not cover products that have been modified or repaired by unauthorised personnel. The warranty contract will provide additional details on excluded items.

Fees: Customers who purchase the extended warranty service will be required to pay a fee, as outlined in the warranty contract. The fee may vary depending on the product type, coverage level, and other factors. The customer must pay the fee in full to activate the warranty service.

Term: The extended warranty service term will begin on the date of purchase and continue for the duration of the coverage period specified in the warranty contract. The term may vary depending on the product type, coverage level, and other factors.

Transferability: The extended warranty service may be transferable to a new owner if the product is sold or gifted during the coverage period. The warranty contract will provide additional details on transferability.

Cancellation: Customers who wish to cancel the extended warranty service must do so within a specified timeframe after purchase, as outlined in the warranty contract. Cancellation may be subject to fees or other conditions, as specified in the contract.

Governing Law: These terms and conditions will be governed by and construed in accordance with the laws of the state or province in which the warranty contract was entered into.

Limitation of Liability: Castelan Group's liability under the extended warranty service will be limited to the cost of repairs or replacements, as outlined in the warranty contract. Castelan Group will not be liable for any incidental, consequential, or other damages arising from the use or inability to use the covered product.