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 damage – 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 built up over time or 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)

All of the same accidental stain and damage protection, as well as a 24-month sofa health & comfort check service.

What does a 24-month sofa health & comfort check include?

An in-home furniture inspection and care consultation designed to support the long-term comfort, safety and durability of your furniture.

• In-home visit by a qualified technician
• Comprehensive furniture assessment
• Expert advice to maintain your sofa’s longevity
• Customised report and recommendations

Health & comfort check covers:

A qualified technician will assess your furniture within your home by looking at three key areas:

• Structural integrity
  • Internal frame inspection and tightening of fixings
  • External fixings and feet bolt checks
  • Seating support inspection (springs or webbing)
  • Stitching, seams and structural integrity tests
• Safety & function
  • Safety and protrusion checks
  • Electrical and mechanism visual inspection
  • Recliner and moving part operation tests
  • Sofa-bed function checks (if applicable)
• Care & maintenance
  • Cushion dressing and daily care guidance
  • Leather and fabric condition checks
  • Care-kit usage education
  • Vacuuming of tight spaces

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.

Find your certificate of insurance here.

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 care packages before 12th December 2025, then please refer to our Care Packages Terms & Conditions .

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

Every Poltronesofà sofa comes with a 20-year frame guarantee — covering the structural frame of your sofa from the date of delivery. It’s the part that determines whether your sofa keeps its shape, supports you properly, and lasts through years of daily use.

Beyond the frame, your sofa is also covered for 12 months on upholstered interiors — including foam, fibre and feather filling — as well as covering materials (fabric and leather), springs, mechanisms and electrical components.

For broader protection beyond these terms — including accidental damage - Elite Protect is available. This page or a in-store advisor can walk you through exactly what’s covered and what isn’t, so you know where you stand before you buy.

Yes - nothing has changed. Every warranty, guarantee and policy you had with ScS before the Poltronesofà acquisition continues exactly as it was. That includes product guarantees, Care Plans, delivery arrangements, and returns and refund policies.

If you bought a sofa from ScS before January 2024, your warranty is still valid and honoured under the same terms. If you need to make a claim, the process hasn’t changed — same team, same service. The acquisition brought a new brand and new collections into the stores, but it didn’t change the existing commitments to customers.

Yes — every Poltronesofà sofa comes with a 20-year frame guarantee. That’s the frame of the sofa itself, guaranteed for two decades.

It reflects how Poltronesofà builds its sofas: frames are engineered to last, not to be replaced in a few years. The guarantee comes as standard on every sofa sold through Poltronesofà at ScS — there’s nothing extra to buy or sign up for.