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Retra Service Plan Policy Notes. Where applicable warranty prices will be displayed under the retail price for the item you are looking at. The service provided is always subject to the Retra Service Plan certificate being received by the customer from Retra Insurance Services Limited within 45 days from the effective date shown on the cover note issued by Direct Electricals. If the document is not received within this period then Retra Insurance Services Limited should be contacted immediately on:
01202 870225.
Please be aware that Retra do not offer Extended Warranty on any product specifically designed for Commercial or Medical use, nor do they offer Extended warranty on products being used for commercial purposes or being used in a commercial environment (whether for commercial use or not). If you make a claim from Retra and it is discovered that the covered item has been used for commercial purposes or in a commercial environment the claim will be rejected and the extended warranty policy will become null and void. If you intend to use a domestic appliance in a commercial or medical environment you should check A). that the manufacturers warranty will cover such use, and B). that you are not in breach of legislation to use a domestic appliance for the purpose you intend. What service is covered The plan will pay: a) The cost of repairs to your product following mechanical or electrical breakdown (but not replacement nor replacement parts if the manufacturer provides you with a long term parts guarantee). Limits of the Plan In respect of any one repair no payment shall exceed the current value of the covered product less any depreciation. Current Value Is the lowest price reasonably available but not exceeding the original purchase price. Depreciation The current value is reduced by 10% for each full or part year since purchased new to a minimum value of 30%. Replacement If repair to the covered product is deemed by Retra Warranty Services to be uneconomic or it is beyond repair, they will replace it with the same make and model or nearest equivalent. However Retra Warranty Services will not pay more than the current value less any depreciation towards the cost of replacement nor any costs of delivery and/or installation.
What service is not covered 1. Breakdown due to:- a) Any wilful act or neglect. b) Failure to comply with the manufacturer’s instructions for use or any required maintenance (it is most important that any regular maintenance recommended by the manufacturer is carried out, and this is particularly so where gas appliances are concerned). c) Faulty installation or connections. d) Rust or corrosion. 2. The cost of:- a) Parts where the manufacturer provides a long term parts guarantee. b) Work due to manufacturers recall of the covered product. c) General maintenance, adjustments, resetting of controls, tuning, cleaning such as recording heads, soap dispensers, gas burners and the like. d) Accessories and consumable items. This includes but is not limited to batteries, styli, light bulbs, disposable bags, filters, brush bar, belts, leads, rewinds, plugs, terminal connections, and computer software. e) Repairs to computer peripherals which are not listed on the schedule. f) Accessories and other items not affecting the normal usage of the covered product. g) Call out charges where no fault is found with the covered product. h) Replacing the covered product because replacement parts are no longer available. In which case the product will not be deemed beyond economical repair but Retra Warranty Services will pay you (or your repairer) the last published price for the part(s) plus the normal labour charge for the fitting. 3. Compensation for loss of use or any consequential loss whatsoever. 4. Repair to damage caused by scratching or denting or from the direct application of a tool, to interior or exterior paintwork or casing 5. Damage ensuing from faulty software or programming or reprogramming. 6. Damage caused by theft or attempted theft, fire, lightening, flood, ingress of moisture, or other risk which would be covered by normal Household insurance. 7. The cost of:- a) Rectifying any blockages and damage caused by any foreign body. b) Gaining access to or replacing the product from any housing or fittings. c) Realignment of aerials and satellite dishes or removal of debris from or weather damage to satellite dishes. General Conditions 1. This service is limited to products described in the Retra Service Plan Certificate, used solely for priVATe domestic purposes by you and your family at the designated address within the United Kingdom, the Isle of Man and the Channel Islands, other than portable products. 2. You can not transfer the Retra Service Plan to anyone else without written permission from Retra Warranty Services. 3. Either party may cancel the Retra Service Plan by giving written notice to the other party. If you give such notice to Retra Warranty Services within 45 days of purchase of the Retra Service Plan, you will receive a full refund of the Service Plan Price. After 45 days and providing no claims have been paid you will receive a pro rata refund commensurate with the unexpired period of cover, less a service charge in accordance with Retra Warranty Services scale of charges applicable at the time. If Retra Warranty Services give such notice to you, other than for the reason referred to in condition 4, you will receive the same pro rata refund as described above, but no service charge will be deducted. 4. The Plan will terminate in the event that after a claim, Retra Warranty Services replace your product or issue a final settlement. 5. The Plan will terminate immediately with no refund in the event of a fraud or attempted fraud. 6. Renewal is at the discretion of RISL and is offered on most products as appropriate. 7. All claims must be notified before cover expires. How to arrange repairs If the covered product develops a fault, first check any plug, fuse and the manufacturer’s operating instructions before proceeding any further (remember if no fault is found you will have to pay any call out charge incurred). Cleaning is NOT a fault. If the fault persists contact Retra Warranty Services on 01202 870225 for assistance. You may be given further tests or instructions to carry out or a service call will be arranged for you. Customer Care It is the objective of Retra Warranty Services at all times to provide a first class service but there may be times when you feel this has not been achieved. If you have cause for complaint you should in the first instance, contact The Managing Director or Retra Insurance Services Limited. If you are still in dispute or difference arising out of or in connection with the Plan, it will be determined by the arbitration of a single arbitrator to be appointed by the President or Vice President of the “Chartered Institute of Arbitrators”. Unless specifically agreed to the contrary, the Service Plan shall be subject to English Law. None of the above affects any right of action you may have.
Contacts All enquiries regarding the Service Plan Certificate or any queries relating to the conditions and exceptions of cover should be made to:- Retra Warranty Services 4 Victoria Road Ferndown Dorset BH22 9HZ
Claims Office Tel: 01202 870225 Claims Office Fax: 01202 870226 “Retra Warranty Services” and “Retra Service Plan” are trading titles of: Retra Insurance Services Limited (RISL) 4 Victoria Road Ferndown Dorset BH22 9HZ Registered Company No. 2621451 Details correct at time of publishing. Service Plan information will be repeated on the cover note issued by Direct Electricals. Service Plan documents will be dispatched direct from Retra Insurance Services Limited. Please read your cover note when you receive it. Index, Sitemap |
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