All our audio & video products come with a 2-year guarantee and some come with a 3-year guarantee at no added cost.

Our guarantee provides a repair service delivered by authorised service technicians. This is available to you in the event of a breakdown of any functioning part of your product during the guarantee period. The guarantee details for your products are outlined below.

Should your product develop an issue, we suggest you save your data first. Then you can find a solution using our troubleshooting guide or the manufacturer’s handbook.

If you cannot find a solution, you can call our technical support team. Call 0330 123 0106, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays (call charges will depend on your telephone provider).

Have your model number, order number and date of purchase to hand when you call. You’ll find all of this information on your original receipt - this acts as your guarantee, so please make sure you keep it safe.

In some cases you may also be asked for the product’s serial number. We’ll help you find it when you call.

If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis E-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome.

We will provide guarantee service through one of the following options:

If you call our technical support team, they’ll ask you to use one of the following services to send your product for repair:

• Carry-in – We may ask that you return your faulty item to your nearest John Lewis branch
• Collection – For certain brands, we may offer a free of charge home collection and redelivery repair service.
• Mail-in – For certain brands or product types, we may send you prepaid packaging and instructions on how to properly pack and send your faulty product for repairs.Instructions may be sent to you by email or in hard copy with the packaging material. Once the service is complete, our authorised service technician will return your product to you. We’ll pay for shipping to and from your location if all packaging instructions were followed correctly.
• Manufacturer - We may refer you directly to the manufacturer if the product is of a specialist nature, is linked to an account/membership scheme, or where an enhanced service is offered.

• Accidental damage – For example if your item has been dropped. You may find that this type of damage is covered by your household contents insurance policy, or if you have purchased our additional Protect Plus coverage for your product.
• Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage).
• Repair costs caused by the failure to follow the manufacturer's general care, maintenance instructions and installation guidelines.
• Cosmetic damage such as scratches, dents, corrosion or colour, where the function of the product is unaffected.
• Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.
• Servicing, inspecting or cleaning of the product, and failure to follow the manufacturer's instructions and installation guidelines.
• Deliberate damage or neglect of the product.
• Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands.

The John Lewis Guarantee provides rights separate to the rights provided by the Consumer Rights Act 2015 with regard to the quality of the goods that you receive or the services that are provided. You have the right to choose whether to claim service under the John Lewis Guarantee or under their consumer statutory rights, which are unaffected by this guarantee.