How can we help you?

What is a Product Breakdown or Replacement plan?

We offered this plan on some of the powered items (for example electrical appliances) you order from us. It works a little differently depending on the original price of your item.

• If you paid £200 or less for your item, the insurer will arrange an exact replacement or if it's not possible a product of the same kind and quality.
• If you paid more than £200 for your item the insurer will pay for the repair but don't worry it doesn't finish here; if it can't be repaired you will be given an exact replacement or if not possible a product of the same kind and quality.
• If no replacement can be found the insurer might decide to credit your account with the amount you paid for the item.
• The plans are individually priced and you can see plan price on the product details page, so whether you are ordering a washing machine or a tablet, we have a plan to cover you. To find out more details about the insurer, what your plan covers and how to make a claim, see- About Your Product Replacement or Breakdown Plan
• There are some circumstances where the product would not be covered, these include general wear and tear or theft/loss of item.

How do I make a claim?

To make a claim, you need to call Castelan Limited on 0330 024 0367. Lines are open between 9am and 5:30pm Monday to Friday. Alternatively, you may send an email to productbreakdown@castelangroup.com or write to
Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.

What else do I need to know?

If you have purchased this plan it will only cover the product that you bought it for and will only apply once the manufacturer's guarantee has expired. Your claim will be assessed by the insurer to check if it's covered within the plan you have bought.