All BrightHouse stores remain closed. We want to re-assure you that we are doing everything we can to ensure that you are supported and our customer service teams remain available via phone or online query. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store number.

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.

Warranty and Insurance

Warranty & Insurance - FAQs





BrightCare is an extended warranty package that offers you cover over and above the manufacturer's warranty period. Manufacturer warranty in Administration is a repair only offer with no replacement.
Some of the enhanced features offered by BrightCare are:

  • If unable to repair, we will replace goods under your hire purchase agreement with a like for like (features and price range) replacement – make and colour may differ or offer an alternative settlement under the claim.
  • No fault found no charge applied.
  • Free delivery and installation of replacement item.



Without cover or a valid manufacturer’s warranty in place, we will not be able to offer you a repair.




Under administration, warranties post the hire purchase agreement will not be honoured.




Technology Claims (mobiles, gaming and laptops)
We will send DPD packaging directly to your home address with instructions on how to return your product. Follow the instructions inside on how to package your return, and drop it off at a DPD store where it will be sent directly to our repair centre. We must receive your package within 21 days of your claim or your claim will be closed. Once your item is repaired we will contact you to schedule it to be returned via DPD.

Furniture and Bedding claims
You will receive a call from our appointed repair agent HomeServe and they will arrange to call at your home to assess your product under claim. HomeServe will continue operations as long as they are permitted to due to lockdown restrictions in your area. If your home is at risk due to persons shielding or anyone has Covid-19 symptoms HomeServe will not be able to undertake any assessment or repair until your home is risk free. Once a home visit is arranged HomeServe will assess for the claim only and will undertake a repair in your home if they can during the first appointment. If parts are needed, HomeServe will inform you and reschedule the repair once parts arrive. You will be not be asked to sign a job card for the visit detailing what work if any was carried out or what parts were needed. Please ensure you are home for your appointment. In the event you miss an appointment we will reschedule it for the next available date, but we will cancel the claim after two failed home visits and close as incomplete.

White Goods and TV’s
You will be contacted to arrange an in-home visit in most claims cases by Pacifica (0800Repair) our appointed repair agent. Pacifica will continue operations as long as they are permitted to due to lockdown restrictions in your area. If your home is at risk due to persons shielding or anyone has Covid-19 symptoms Pacifica will not be able to undertake any assessment or repair until your home is risk free. If we are unable to repair on the first visit, we will arrange a follow up visit. If, however, we believe your product cannot be repaired in the home we will arrange for collection of your product to have it repaired at one of Pacifica’s repair centres. In the event that your product is beyond repair the engineer will inform us of this and as your claim under a warranty is repair only, we will then close out the claim, as we are not offering a replacement under the Administration for manufacturer warranty claims.