GENERAL CONDITIONS
Private Domestic Use
This service is limited to Products described in the Retra service Plan Certificate, used at the designated address within the United Kingdom, The Isle of Man and the Channel Islands, by you and your immediate family. Portable products may be used away from the home address.
Transfer of Interest
You cannot transfer this Retra Service Plan to anyone else without written permission from us.
Cancellation
Either party may cancel this Retra Service Plan by giving written notice to the other party. If you give such notice to us within 45 days of purchase of the Retra Service Plan, and providing no claims have been paid, you will receive a full refund of the Service Plan price. After 45 days you will receive a pro-rata refund commensurate with the unexpired period of cover.
Termination
This Plan will terminate immediately with no refund of premium in the event:-
a) That after a claim, we replace your product or issue a final settlement.
b) Of a fraud or attempted fraud.
c) The Product is used other than for Private or Domestic use.
Renewal
Renewal is at the discretion of RWS and is offered on most products as appropriate.
Notice of Claims
All claims must be notified as soon as reasonable but not after cover expires.
Reporting Guarantee/Warranty faults or breakdowns
You must report all faults/breakdowns occurring during the Manufacturer’s (or Supplier’s) Guarantee or Warranty to the Manufacturer (or Supplier) as quickly as possible.
CUSTOMER CARE
It is our objective at all times to provide a first class service but there may be times when you feel that this has not been achieved. If you have cause for complaint you should in the first instance contact the Managing Director of Retra Warranty
Services. If you are still in dispute or a difference arises out of or in connection with this plan, it may be determined by the Retra Conciliation Panel whose members include a Trading Standards Officer and a Consumer Representative, working under an Independent Chairperson.
Unless specifically agreed to the contrary, this Service Plan shall be subject to English law. None of the above affects your statutory rights provided by the Sale of Goods Act.
CONTACTS
All enquiries regarding this Service Plan Certificate or any queries relating to the conditions and exceptions of cover must be made in the first instance to:
a) Eldon Electricals, Springfield Mills, Dale Street, Longwood, Huddersfield, HD3 4TG
b) Retra Warranty Services, 4 Victoria Road, Ferndown, Dorset, BH22 9HZ
Tel: 01202 870225 / Fax 01202 870226
Please note: -
“Retra Warranty Services” and “Retra Service Plan” are Trading Titles of:- Retra Insurance Services Limited, 4 Victoria Road, Ferndown, Dorset, BH22 9HZ
Registered Company No: 2621451 (England)
RETRA SERVICE PLAN DOES NOT COVER:-
1. The manufacturer’s or supplier’s responsibilities:-
a) Breakdowns occurring during the Manufacturer’s (or supplier’s) Guarantee or warranty. You must report all such faults / breakdowns to the manufacturer in good time.
b) Replacement, or the cost of parts, when the Manufacturer (or supplier) provides a long term parts guarantee. We will liaise with the manufacturer (or supplier) to pay for or replace the product or parts
c) Modification or breakdown failing to be dealt with by the manufacturer recalling the Product.
2. Breakdown(s) due to:-
a) Faulty installation or failure to comply with the manufacturer’s instructions. It is most important that any regular maintenance recommended by the Manufacturer is carried out particularly:-
where gas appliances are concerned, (ii) Defrost of refrigeration products including FROST FREE (such equipment does occasionally ice–up). (iii) Service wash in washing machines.
b) Any wilful act, abuse or neglect.
c) Rust or Corrosion.
3. The cost of :-
a) General maintenance, adjustments, resetting of controls, tuning, cleaning such as recording heads, soap dispensers, gas burners and the like.
b) Accessories and consumable items which are recognised as having a limited lifespan. This includes but is not limited to:- batteries, styli, light bulbs, lamps of any description including those in projection products, fluorescent tubes and related starters, disposable bags, filters, brush bars, belts, leads, rewinds, plugs, terminal connections and computer software, gas burners and caps.
c) Repairs to computer peripherals which are not listed on the schedule.
Accessories and other items not affecting the normal usage of your product.
d) Callout charges where no fault is found with your product or a fault not covered by this Service Plan.
e) Replacing your Product because replacement parts are no longer available. In which case your Product will not be deemed beyond economical repair but we will pay you (or your repairer) the last published price for the part(s) plus the normal labour charge for fitting.
4. Compensation for loss of use or any consequential loss
whatsoever.
5. Accidental damage from any cause. For the avoidance of doubt, this includes theft, fire, lightning, flood, ingress of moisture or other risk which would be covered by normal household insurance.
6. Product failure ensuing from:- (a) Faulty software or programming or reprogramming or electronic virus. (b) Changes in transmission or signal from programme providers such as the planned change from analogue to digital broadcasting. (c) Any problem with the supply of electricity, gas or water.
7. The cost of :
a) Rectifying or cleaning any blockages and damage caused by any foreign body.
b) Gaining access to or replacing the product or its wiring or other fittings from any housing or fittings.
c) Realignment of aerials and satellite dishes or removal of debris from or weather damage to satellite dishes.
d) Disposal of your Product or any failed component part following repair or replacement, unless we notify you that we wish to take possession of the Product.
8. Repair to Plasma or LCD Televisions due to:-
a) Unusual physical or electrical stress, burned screen or imprint of an image or logo style or outline or software interface problems.
b) Pixel failure where the number or location is not in excess of the manufacturers limit.
