Following UK Government advice, all our BrightHouse stores remain closed and this has impacted some of our services temporarily. In the meantime, we want to re-assure you that at this difficult time we are doing everything we can to ensure that you are supported.

Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store.

Our policy in respect to engaging with BrightHouse customers has changed in response to COVID-19. Further details can be found at www.brighthouse.co.uk/customer-care/coronavirus-information.

Repairs

Repairs - FAQs


BrightHouse offers a weekly renewable extended warranty package called BrightCare. You can opt in for BrightCare between 4 – 28 days of taking out the agreement. BrightCare provides repair and replacement protection for breakdown and manufacturing faults. BrightCare covers the product for the duration of the agreement where you opt in.

Each product is covered for repair and replacement protection, for breakdown and manufacturing faults for the Standard Warranty period. This may be 1-2 years dependant on the product, or 6 months if the product if refreshed.




You must contact the Service Support Centre by calling your store and selecting the 'for claims and repairs' option.




Large products, such as washing machines, TVs and sofas are repaired in your home. Smaller products, like mobile phones, tablets and laptops must be taken into store to be sent for repair. In all instances where customers wish to arrange a  repair, customers are required to contact the Service Support Centre before taking their smaller products into store.




For larger products where an engineer will attend your property and identify any issues with the product, the Service Support Centre will arrange a date with you during the call.




Where there is a product fault and the warranty has expired, customers can opt for a Fix It agreement. Fix It has a repair charge of £120 which can be spread over a 12 week agreement, with a 6 month guarantee from the date the repair is completed. Where a product has been accidentally damaged, customers can opt for a repair, if the product is repairable. The cost of repair is dependent on the damage and product type.




Repairs must be carried out by qualified engineers, failure to do so will invalidate the product warranty.




Repair times vary dependent on the product and cover type, please see below for more information.

With BrightCare

Unlimited repairs including parts, labour and call-out charges
Domestic Appliances and TVs

FASTFIX*
In home visit within next 2 working days.
Furniture

FASTFIX*
In home visit within next 5 working days.
Tech and Small Products

FASTFIX*
Drop off and collect in store. Repaired and returned within 5 working days
NEW-FOR-OLD
Replacement if we can't fix your product within 10 working days after the engineer's visit
NEW-FOR-OLD
Replacement if we can't fix your product within 40 working days after the engineer's visit
NEW-FOR-OLD
Replacement if we can't fix your product within 10 working days after dropping off in store.
Like-for-like replacement on our refreshed range.
No charges if No Fault Found.

*for Highlands & lslands, 3 working days for Domestic Appliances and Tvs, 5 Working days for furniture and 7 working days in store drop & collect for tech products.


* Ask your store for details as some products have different standard warranty duration.

Got a question?

Get in touch if you have a question or need a repair. Just contact your store or call our customer care line on 0800 526 069.