John Lewis's public terms include 19 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Refund only triggers on provider-initiated termination, which an agent cannot unilaterally invoke.
“Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining.”John Lewis terms, Terms 6 (Limitations)
Requires submitting a paid repair receipt for reimbursement, a documentable but multi-step process.
“Ask you to source an independent authorised service technician, pay for the repair and claim the cost back from us”John Lewis terms, Terms 4 (Claims process, Step Two - ADC general)
Refund only triggers on provider-initiated cancellation, which the customer/agent cannot directly invoke.
“Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.”John Lewis terms, Terms 7 (Important information - ADC general)
Requires obtaining and submitting a paid repair receipt, a documentable multi-step process.
“Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us.”John Lewis terms, Terms 5 (Claims process, Step 2 - Furniture)
Requires submitting a paid repair receipt, a documentable but multi-step process.
“Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us”John Lewis terms, Terms 5 (Claims process, Step 2 - Mobile)
Requires checking price change and submitting a claim with order details, which is more than a single message.
“Buy today & if we drop the price within 7 days, we'll refund the difference.”John Lewis policy page, Price Promise
Requires completing an online claim form with verifiable evidence (screenshot/link) and original receipt, not a single message.
“If you find one of our major competitors selling the same item for less on the day you purchase, we'll match that price by refunding the difference. We'll even price match for up to 7 days after your purchase, subject to the following terms and conditions.”John Lewis policy page, Price Promise Terms 1-3
Requires completing a form with order/receipt details and a qualifying competitor price, plus manual eligibility checks (identical item, in stock, not 3rd-party seller, not excluded promotion type) that an agent cannot fully self-verify.
“Have you bought something with us in the last 7 days, and then found a better price at one of the 25 retailers we price match with? Complete this form and we’ll check if you’re due a refund for the difference. We’ll get back to you within 48 hours and if you qualify, we’ll send...”John Lewis policy page, Request a price promise refund
Requires a physical home visit and technician assessment before any replacement can be authorized.
“There may be occasions when the service technician is unable to get your product working or we decide the product uneconomical to repair. If your product is uneconomical to repair, we will we will aim to:”John Lewis terms, Terms 3 (Added Care for home appliances)
Requires physical inspection/photographic evidence and a discretionary 'uneconomical to repair' judgement before any remedy is granted.
“If your Product suffers accidental damage, we will repair your Product where possible. If your Product is uneconomical to repair, we will aim to: a. Provide you with a replacement of the same make and model; or b. Provide you with a replacement of a similar specification.”John Lewis terms, Terms 2 (Added Care Accidental Damage Cover)
Requires photographic evidence, inspection, and a discretionary repair-economics judgement before a remedy is chosen.
“If your product suffers accidental damage we will repair or clean your product where possible, we may choose to send a cleaning kit if we consider that the stain can be easily removed. If your product is uneconomical to repair or we are unable to repair it, or clean it, we will...”John Lewis terms, Terms 3 (Added Care for your furniture)
Requires inspection or photographic evidence and a discretionary 'uneconomical to repair' judgement before a remedy is determined.
“If your mobile phone suffers accidental damage, we will repair your mobile phone where possible. If your mobile phone is uneconomical to repair, we will aim to: Provide you with a replacement of the same make and model; or Provide you with a replacement of a similar specification”John Lewis terms, Terms 3 (Added care for your mobile phone)
A simple cancellation request citing the plan number triggers a calculable pro rata refund.
“Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.”John Lewis terms, Terms 3 (Added Care for home appliances)
A single cancellation request within 60 days with no usage yields an automatic full refund.
“If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.”John Lewis terms, Terms 7 (Cancellations and refunds)
A single cancellation request within 60 days with no prior claim yields an automatic full premium refund.
“You may cancel the insurance within the 60 days of receipt of the insurance documents providing you have not made a claim, you will receive a full refund of any premiums paid.”John Lewis terms, Terms 10 (Cancellation and refunds - ADC general)
A single phone contact citing the policy and the guarantee replacement triggers a calculable pro rata refund.
“If your product is replaced during the John Lewis guarantee period, please contact the Added Care team on 0330 100 3637 to cancel your policy and obtain a pro-rata refund as this policy in non-transferrable.”John Lewis terms, Terms 4 (What you are not covered for - Furniture)
Automatic full refund upon cancellation within 60 days with no prior claim, simple to request.
“If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid.”John Lewis terms, Terms 7 (Cancellation and refund policy - Furniture)
Cancellation and refund is a straightforward, formulaic request once terms are changed.
“Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.”John Lewis terms, Terms 3 (Added care for your mobile phone)
Refund is automatic once a replacement is issued, but the form (cash vs voucher) is left to provider discretion.
“If a replacement product is provided by us, we will provide a refund (by either cash or gift vouchers, at our discretion) for the remaining unexpired plan value.”John Lewis terms, Terms 3 (Added Care for home appliances)
How to claim
Based on John Lewis's public terms and policy pages, read on 5 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. John Lewis's public terms include 19 promises that pay out or give credit when something goes wrong, including: Pro rata refund on provider-terminated appliance plan; Reimbursement for independently sourced repair (general cover); Pro rata refund on provider cancellation for unauthorised repair (general cover); Reimbursement for independently sourced furniture repair.
It depends on the promise. The shortest deadline in the terms is 7 days, so claim as soon as you can. Each promise on this page shows its own deadline.
John Lewis has a Promise Score of 57 out of 100 (strong), ranking #30 of 77 UK companies and #5 of 10 in Retail.