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RetraCare

 

About Retracare 

Retracare are the Extended Warranty arm of RETRA, the UK’s leading trade association for independent electrical retailers and servicing organisations.
We have been providing protection for more than 25 years. Our products are fully underwritten so you can rest assured that your appliances are in safe hands.
We know you treasure the things in your life, and that when those things break or get damaged it can be upsetting, inconvenient and stressful. At Retracare we want to make sure that you get the protection that's right for your product and that you have the best possible experience when buying a cover or having to make a claim.
Our commitment to you is our biggest priority, we help you to protect the things in your life that matter, whether the oven fails when you're planning a family event, or the fridge breaks down in the middle of summer. We deliver this at great value and make it as easy and as painless as possible.

 

What Does Retracare Cover

Retracare will repair or replace your product if it suffers breakdown which happens in the home during the effective period of cover up to the amount of the cover limit shown in your Schedule

Where a breakdown occurs, which is covered by Retracare Extended Warranty, Retracare will also pay for call-out and labour charges which have been authorised by Retracare

 

Benefits to Retracare

l     Unlimited claims for breakdown with no increase to your plan fee
l     A national network of trusted repairs centres
l     Free replacement if they cannot repair your product

 

Period of Cover

The period of cover for Extended Warranty starts from the date that the supplier’s or manufacturer’s guarantee expires.

Cover continues either:

l    For the period shown on your Schedule
l    Until you advise us you no longer own the product
l    Until the product has been replaced or, where the product cannot be replaced, a cash settlement has been approved at the discretion of your insurer following a claim;

Whichever happens earlier, unless it is cancelled by you or Retracare before then.

 

What Is Included

If Your Product suffers Mechanical or Electrical Failure, outside of the manufacturer’s guarantee period and Our sole customer services
team are not able to resolve the problem by telephone, we will, at Our sole discretion, decide whether to approve a repair.
If a repair is approved, We will arrange for the repair to be carried out during normal working hours (Monday to Friday 9am to 5pm).
In some instances, We may decide (at Our sole discretion) to replace Your Product. In either case, it will be subject to the terms and
conditions below.


If Your Product suffers Mechanical or Electrical Failure caused by Accidental Damage during the manufacturer parts and labour
guarantee and for the duration of Your Care Plan Period and Our customer services team are not able to resolve the problem by telephone,
We will, at Our sole discretion, decide whether to approve a repair. If a repair is approved, we will arrange for the repair to be carried out
during normal working hours (Monday to Friday 9am to 5pm). In some instances, we may decide (at Our sole discretion) to replace Your
Product. In either case, it will be subject to these terms and conditions.

 

What Is Not Included 

As with any Service Plan, there are certain exclusions to the cover provided. 

l     Callout charges where a fault cannot be found with the Product.
l     Consumable or auxiliary items e.g. batteries, leads or any accessories or peripherals that were not part of the original Product offering at the time of purchase.
l     Use of the Product by anyone other than You or Your immediate family living at the Home.
l     Failure to comply with the manufacturer’s instructions for the care of the Product.
l     A Product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.
l     A Product that does not meet the current electrical or gas regulations in force at the time.
l     Costs not authorised by the Administrator or its appointed engineers.
l     Faults relating to the installation of the Product.
l     Deliberate damage or neglect of the Product.
l     Rectifying maladjustment or incorrect configuration or setting of manual controls.
l     Damage caused by foreign objects or substances.
l     Faults known to You before commencement of cover under Your Care Plan.
l     Any work which relates to a manufacturer recall.
l     Repairs to damage of a cosmetic nature caused by but not limited to denting, scratching, chipping, staining, and rust or corrosion.
l     Routine maintenance of the Product supplies or service in Your Home.
l     Faults arising from the interruption, failure, disconnection or power surge in the power supply to Your Home however caused or due to inadequate ventilation of the Product.
l     Faults arising as a result of normal wear and tear (e.g. belts, fuses, seals).
l     Total loss of use of the Product due solely to the non-availability of replacement or substitute parts, in which case We shall offer a replacement Product or settlement based on a Product of equivalent or similar specification.
l     Consequential loss of any type.
l     The cost of a service call where no fault has been found.

 

Reporting A Fault

To report a fault under Your Care Plan it is imperative that You contact the Administrators soon as possible by telephone on: 01234 245 900. Please have with You at the time of reporting the fault Your Care Plan number and details of the Product

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