We understand that buying a sofa is an investment for your home, so we’re committed to ensuring your experience is worry-free.


How does it work


When you purchase your sofa you can choose between our Premium or Ultimate Care Package.


Both give you cover for accidental stains and damage, but the Ultimate option also protects against structural defects.


Your cover starts as soon as your receive your sofa, giving you peace of mind from day one.


Find out more about our different levels of cover below. Exclusions and limitations apply.

Included in the Premium care package:

  • 5 year warranty
  • Protects against accidents
  • Easy one-off payment; no annual renewal
  • No excess to pay

What’s covered:

  • Accidental staining from any substance
  • Accidental damage to the upholstery or frame
  • Pet damage

 

find out more

Also included:

  • Sofa care kit to help keep your sofa looking newer for longer
what's in a care kit?

Included in the Ultimate care package:

  • 5 year warranty
  • Protects against accidents and structural defects
  • Easy one-off payment; no annual renewal
  • No excess to pay

 

What’s covered:

  • Accidental staining from any substance
  • Accidental damage to the upholstery or frame
  • Pet damage
  • Structural defects, including upholstery and fillings, mechanical parts and electrical components


Structural defects, including:

  • Defects to fabric materials such as fraying
  • Bending and breakage to metal components
  • Excessive loss of resilience to cushion interiors
  • Defects to mechanical, electric recliners and components
  • Broken zips, castors, and buttons
  • Separation of seams and stitching
  • Lifting or peeling of leather and vinyl
find out more

Also included:

  • Sofa care kit to help keep your sofa looking newer for longer
what's in a care kit?

You will receive a handy care kit with the delivery of your sofa.


If you bought a fabric sofa, you will receive a fabric care kit; if you bought a leather sofa, you will receive a leather care kit. If your order includes mixed materials, the kit will match the majority of the covering (fabric or leather). 


What’s included:

  • Stain removers
  • Stain removal guide

 

Use the care kits as per the guidance below and the instructions included within the kit, to help maintain the look of your sofa for longer.

Fabric care kit


To help remove mucky marks and light staining, we recommend using the kit when you:

  • First notice a build up of muck/dirt
  • See grubbiness starting to appear
  • Feel it needs a freshen up in heavy use areas like the arm rests
  • Want to maintain a clean appearance in heavy usage areas

Leather care kit


To protect and preserve the life and the look of your leather furniture, we recommend using the kit when you:

  • First receive your furniture into your home
  • Want to prevent build up in heavy usage areas
  • Feel it needs a freshen up
  • Want to maintain the “skins” appearance overall

FAQs

Accidental staining from any substance including, but not limited to:

  • Food
  • Drinks
  • Cosmetics
  • Ink
  • Paint

    • Accidental damage including, but not limited to:

  • Rips
  • Tears
  • Burns
  • Scratches
  • Punctures
  • Scuffs
  • Dents
  • Chips
  • Heat rings(s)
  • Breakage of glass components
  • Breakage of frame components
  • Pet damange - limited to one per claim
  • Furniture not in the customer’s home (landlords, holiday homes, shared accommodation, etc.)
  • Deliberate damage
  • More than one claim of pet damage
  • Accidents with media accessories, i.e. USBs and speakers
  • Odours even where caused by a stain
  • Staining or damage that has built up over a period of time or is from normal everyday use
  • Natural deterioration (light damage, fading, etc.)
  • This is not a general cleaning or maintenance contract
  • Anything that is covered as part of the purchase guarantee: Frame guarantee, Electrical items manufacturing warranty, Sofa covers guarantee (stitching, fabric faults)

    • Care packages are administered by Castelan. Limited and underwritten by Novus.

    When accidents happen, Castelan has a UK wide team of trained furniture experts ready to repair damage and remove stains.

    Claim as many accidents as you need over 5 years. There is no excess and you'll have cover for parts, labour and replacement items.

    If the expert technician can't complete a repair or remove a difficult stain, Castelan will replace either the part or the individual item of furniture. If your original model is unavailable, you will be asked to choose something similar.

    In the event of any damage please call Castelan as quickly as possible on 01934 423 774 or make a claim at Castelan's website here as any delay may reduce the chance of a successful repair.

    Yes. If you purchased our Sofa Guard policy before 25th July 2024, then please refer to our Sofa Guard Terms and Conditions

    read full terms & conditions

    How a claim works