FAQs

1. What's included in the 5 Star Service?

We have included a range of features to ensure your BrightHouse purchase is looked after for you:

  • Delivery and installation1
  • Product insurance2,3
  • Unlimited repairs2,3
  • Loan products2,3
  • Like for like replacement2,3

For more information on the BrightHouse 5 Star Service, click here

2. What's included in the weekly price?

As well as the benefits included with the 5 Star Service, you'll also be able to:

  • Return your product if you change your mind
  • Restart with the latest model
  • Take advantage of our pick up and hold service
3. How do I become a customer of BrightHouse?

To buy one of our top brand products at the advertised cash price, simply pop into one of our stores.

To get credit with BrightHouse you can apply online here and get an instant pre-approval decision in seconds.  To complete the process once pre-approved, go into your local store where we will need to see your proof of address, proof of income and photo ID – no references needed.

4. What documents do I need to take out a credit agreement at BrightHouse?

To take out a credit agreement at BrightHouse, all we ask is that you show us:

  • Proof of income
  • Tenancy agreement or mortgage statement

 We may also ask you to show us:

  •  Photo ID
  • Proof of your home address

If you are in any doubt, come into store and chat to one of our members of staff or call our Customer Service team on 0800 587 0717.

5. Do I have to provide personal references?

Personal references are not required

6. Why has the offer changed?

We regularly talk to customers to understand how we can improve. Many customers told us that they enjoy the peace of mind service we provide, but want all of these benefits in one package

7. Where do I find address and contact information for the BrightHouse stores?

All contact details for BrightHouse stores can be found on the BrightHouse store finder

8. What are the store opening times?

For store opening hours please check our Store Finder

9. What are the delivery timings for orders?

Delivery is within 7 days. However, this is subject to the following conditions:

  • Warehouse and store stock only (non-stock items may take longer)
  • The required proof of income, address and identity is provided before delivery

Delivery includes:

  • The product being delivered to your home
  • The product being assembled and installed*
  • All packaging will be removed

*You must have the appropriate connections to all relevant services

10. Can you deliver nationwide?

We have many stores throughout the country, but unfortunately there are some areas that are not covered yet. Keep checking back as we constantly review where we open new stores!

11. How many items can I take out on agreement?

When you obtain credit from us we will assess your income and expenditure and perform a credit check to determine your level of affordability.

For new customers, you may be limited to one item or a package deal when you sign up. Package deals are mainly available for our white goods and furniture range.

If you do not qualify for a brand new item, you may qualify for one of our Quality Refurbished (QR) items with a lower weekly repayment.  By building up your payment history with us, you may be eligible to add on new items after a period of time.

Whether you are a new customer or a returning customer, the level of credit is based on your income and expenditure, rather than the amount of products you take out on agreement. To find out if you're eligible, apply now

Please contact your local store who will be happy to help take you through the process, it should be quick and hassle free!

12. When can I add further items to my account?

Your local store will aim to advise you if you can add on to your account, when you make your payment.

The likelihood of adding further items on to your account are improved by ensuring your account is kept up-to-date.  For each further application we will assess your income and expenditure and perform a credit check to determine your level of affordability.

Please contact your local store if you have any questions about obtaining additional credit.

13. What happens to agreements taken out prior to 2nd September 2013?

The change to a Single Price Agreement does not affect any existing agreements. If you have taken out Optional Service Cover (OSC) and Damage Liability Cover (DLC) the benefits of these covers will remain unchanged for the duration of the agreement

14. Can I pay my weekly bill by direct debit?

Yes, however this will be a monthly payment.

When paying by Direct Debit please be aware:

  • Your account must be up-to-date
  • You will be required to pay at a minimum of 4 weeks in advance
  • The Direct Debit will be taken on or around the 1st of each month
15. What happens if I cannot make a payment or if my account goes late?

If you are having difficulties in making payment, or if you have already missed a payment, please speak to your local store straight away. Our staff will listen, and aim to understand your circumstances.  They may be able to offer you help and advice or offer alternative solutions. We’re here to help!

Some of the options available to you may include:

  • Returning your item on a pick-up and hold basis, for a period of time, until your financial circumstances improve*. This means you will not lose any amount you’ve already paid towards your product.
  • Returning your items (some or all) with nothing further to pay*
  • Downgrading your items, to reduce your weekly payments. We can try and find you an alternative product which will reduce your weekly payment.
  • Rewrite you account to get you back on track (subject to continued affordability)

If you do not contact us after missing a payment, we will attempt to contact you. We’ll want to discuss your circumstances and agree on a course of action to help get your account back on track.

If you would like advice about how to manage your debts, you can do this for free by contacting:

Citizens’ Advice Bureau:

Website: www.nacab.org.uk

Step Change

Telephone: 0800 138 1111

Website: www.stepchange.org

National Debtline

Telephone: 0808 808 4000

Website: www.nationaldebtline.co.uk

Lending Policy

To view our lending policy, click here.

*(terms and conditions apply)

16. What's the APR?

The representative APR is 64.7% and fixed for the duration of the agreement. Your personal APR will vary, and is based on your credit rating and repayment history. Remember, the weekly price is fully inclusive of the complete BrightHouse package.

Relax – it’s included!

17. How do I make an Extended Service Cover (ESC) claim?

If you have our Extended Service Cover (ESC) and would like to make a claim, please contact your store to arragne this.

18. What is Service Cover and is it optional?

Optional Service Cover was available to customers who took out an agreement prior to 2nd September 2013.

The bonus of Optional Service Cover gives you the added benefit of a full service package together with peace of mind.

Optional Service Cover benefits;

  • It is optional
  • Covers cost of product repairs with a one-stop service
  • Response within 72 hours
  • Repair or loan replacement given (where applicable)
  • You can return your product for whatever reason, whenever you want, without penalty, with nothing more to pay. Goods must be undamaged and in good working order and repair.
  • If you return your product you can benefit from a restart voucher. (You can even restart your agreement up to 12 months later, and the payments you have made will still count against a product of similar age and specification).

If you took out your agreement after 2nd September 2013 we now include a similar range of benefits as a standard part of our service and it is included in your weekly price.

For more information on product cover click here.

19. What is Damage Liability Cover?

BrightHouse require hire purchase goods to be covered against damage caused by fire, theft or accident.

If you took out your agreement prior to 2nd September 2013 and you do not have a home contents insurance policy or alternative insurance to cover Hire Purchase goods, BrightHouse’s Damage Liability Cover is available.

Damage Liability Cover (DLC) means that you will not have to continue paying for your product if it is damaged or stolen (subject to Terms and Conditions).

If you took out your agreement after 2nd September 2013 we now include a similar range of benefits as a standard part of our service and it is included in your weekly price.

For more information on product cover click here.

20. Are there currently any job vacancies?

We are always happy to receive CV's for Retail, Service Centre and Head Office positions. If you are interested in joining the BrightHouse team please visit our recruitment website www.brighthousecareers.co.uk

21. Where can I find out more BrightHouse corporate information?

You can visit the BrightHouse corporate website for further company information on www.brighthousegroup.co.uk

22. Does bedroom furniture come fully assembled?

All of BrightHouse bedroom furniture is delivered fully assembled. Our products are designed so that the customer can easily secure the wardrobes safely to a fixed wall using the supplied securing kit.  BrightHouse supply the kit free of charge with clear instructions on how to use the kit, to make it simple for the customer to stabilise the product in the position required.  BrightHouse recommend that the securing kit is used and the instructions followed.

All BrightHouse wardrobes are designed to be static when in the room of choice. Transit castors that are attached to the wardrobe during delivery will be removed by the BrightHouse delivery installation team.

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How it works

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  • Visit the store
  • Choose your product
  • Get your product delivered within 7 days

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Delivery

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