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

Warranty and Insurance

Warranty & Insurance - FAQs

Insurance covers fire, theft and accidental damage to your goods under hire purchase agreement with BrightHouse. It does not cover product fault repairs. BrightCare cover the product fault repairs or replacement and does not cover fire, theft or accidental damage. So in simple terms, insurance covers your goods in the event of an incident that results in damage to or total loss of your item caused by you or a third party. BrightCare cover your goods for any product failure mechanically that results in you needing to repair it or to replace it as it is beyond repair.

The definition of accidental damage is pretty uniform across insurance policies, and that is it is damage that occurs suddenly as a result of an unexpected and non-deliberate external action. In layman's terms, that usually means an unintentional one-off incident that harms your property or its contents. General wear and tear and mechanical faults are not covered. So if your child knocks the TV over and cracks the screen and you have BrightHouse insurance you would be covered for accidental damage.

All items sold by BrightHouse come with a warranty cover of between 6 months and 24 months depending on what you have purchased, and whether it was new or refreshed. So make sure you are familiar with what manufacturer’s warranty is provided at time of purchase. A manufacturer's warranty provides you with cover against product failure, or mechanical faults that are due to product failure and not caused by user misuse or abuse that results in the product failure. So if your washing machine pump stops pumping water because it is faulty and it happened to break within the manufacturer's warranty period, then it would be covered for a repair under the manufacturer’s warranty, provided there is no user misuse or abuse that lead to the failure of the pump. User misuse or abuse would be that the pump stopped working because a bolt was left in a pair of trousers that lead to the pump damage, then this would be considered not repairable under the manufacturer's warranty as the pump failure was as a result of the user of the machine, not emptying the pockets of the trousers leading to the failure of the pump. Most manufacturer's warranties are:

  • Repair only warranties and replacement of an asset, unless within one month of purchase is at the discretion of the manufacturer/supplier.
  • Offer no guarantee on time to repair and this is dependent on availability of parts and engineers and is within a reasonable period i.e. 30 days.
  • To charge a no fault found fee by an engineer upon site visit, and the fee is payable immediately by you.
  • Able to charge a delivery and installation fee for any agreed replacement item.

BrightCare is an extended services package that offers you cover over and above the manufacturer's warranty. This means you still have the manufacturer's warranty cover but with the enhanced features that BrightCare can offer you. Some of the enhanced features offered by BrightCare are:

  • Promised repair time frames per product category.
  • If unable to repair, we will replace goods under your hire purchase agreement with a new for old item.
  • No fault found no charge applied.
  • Free delivery and installation of replacement item.

If you don't have BrightCare and your product has a technical failure outside of the warranty period, you can still get it fixed, however you will need to cover the cost of the repair. To help you manage that cost we have a Fix-it agreement that allows you to pay the cost over a 12 week term, at £10 per week.

Goods bought under a hire purchase agreement must be insured at all times for theft, fire and accidental damage. We need to know that you have such cover, as you are required to pay off your hire purchase agreement in order for ownership of the goods to pass to you. If it is stolen whilst you are paying it off and you don't have insurance in place, you would still have to pay your hire purchase loan agreement and we don't want you to have to pay for something you don't have. Therefore we insist that you have insurance, with BrightHouse or someone else of your choice, provided that it covers the goods under hire purchase agreement.

Yes you can. Provided your household contents cover provides you with protection against theft, fire and accidental damage and covers goods under hire purchase – then you can add your BrightHouse hire purchase goods to your content insurance cover. If you are unsure if your insurance provider covers you please give them a call to confirm.

No, excess fees are not payable for claims made under the BrightHouse Insurance policy cover.

No, there is no limit to the number of claims you can make.

Unfortunately not. Once you settle the hire purchase agreement with BrightHouse your insurance and Brightcare cover will no longer be in place, and you will need to take out insurance cover with another provider if you want to cover your goods against theft, accidental damage and/or an extended warranty cover.

Up to 28 days after you take out your hire purchase agreement with us, you can take up BrightCare and/or Insurance cover with BrightHouse. Thereafter you will no longer be permitted to add Insurance and BrightCare to your hire purchase agreement.

Changes to legislation brought about by the Financial Conduct Authority require a deferred sales process. This means that we can no longer sign you up on the same day for BrightCare and the hire purchase agreement. But if you want BrightCare you can sign up on day 4 post the hire purchase date and we will have you covered immediately.

Yes you can at any time, by providing one weeks' notice to cancel.

If you have cancelled the insurance within the first 28 days and wish to take it up again you can. If you have cancelled your insurance post that period, for example 6 months into your hire purchase agreement, then unfortunately at this point in time we will not be able to offer you cover on your goods.

No, insurance will provide you with a repair or if the item is beyond economic repair, insurance will replace your TV with a same aged TV of a similar condition, but not a new TV.