When an accident happens, your first step is to contact our partners at Castelan. Their expert team will listen to what happened and provide immediate advice. For many common spills, they can post a specialist cleaning solution directly to you, often resolving the problem without needing a home visit.
Live worry-free. Your sofa is protected.
Introducing the 5-Year Sofas & Friends Care Plan, in partnership with Castelan. Enjoy your new sofa without worrying about life's little accidents.
LIVE WORRY-FREE. YOUR SOFA IS PROTECTED.
Introducing the 5-Year Sofas & Friends Care Plan, in partnership with Castelan. Enjoy your new sofa without worrying about life’s little accidents.
Why choose our care plan?
Complete peace of mind
From spilt wine to muddy paw prints – you live your life, we'll handle the rest.
Expert help is at hand
Our partner, Castelan, will send a professional technician to repair the damage in your home.
No hidden costs
One single payment when you buy your sofa provides 5 years of protection with no excess or call-out fees.
What's covered?
Cover for accidental stains
- Drinks (coffee, tea, wine)
- Food and sauces
- Drinks (coffee, tea, wine)
- Ink and paint
- Cosmetics and wax
- Dye transfer (e.g., from jeans)
- Bodily fluids (human and animal)
Cover for accidental damage
- Rips, tears, and punctures
- Burns (e.g., from cigarettes)
- Scratches and bite marks (from a single incident)
- Damage to recliner mechanisms
- Failure of electrical components
Cover for structural defects
- Frame breakage or separation
- Snapping or breakage of springs
- Broken or bent feet and castors
- Lifting or peeling of veneers
- Failure of stitching and zips
For a full list, please see the IPID document.
What's NOT covered?
We believe in being completely transparent. The care plan doesn’t cover issues that aren’t the result of a sudden and unforeseen accident.
- Normal wear and tear, colour fading from sunlight, or a build-up of dirt over time.
- Damage that occurs during delivery or assembly by a third party.
- Damage from repeated pet incidents (e.g., persistent scratching in one area).
- Use of the sofa for commercial purposes or outdoors.
For a full list, please see the IPID document.
You also get a complimentary care kit!
That’s not all. With every plan, you’ll also receive a complimentary Fabric Care Kit to help you keep your sofa in top condition.
It’s perfect for tackling minor spills and routine cleaning, making it easier to maintain your sofa’s fresh and inviting look. Your kit will be delivered right along with your new sofa.
How the plan protects your sofa
We'll send a technician to your home
If a cleaning kit isn't the right solution, or for any physical damage like rips, burns or structural issues, Castelan will arrange for a skilled professional technician to visit at a time that's convenient for you. There's no need to move your furniture – the repairs are carried out right in your home.
We'll get it sorted
The technician's goal is to restore your sofa. They will always try to repair the damage first. If that’s not possible, they will replace the affected part, like a single cushion cover. In the rare event the item is beyond repair, a like-for-like replacement will be arranged.
How to make a claim
1. Get your documents ready
Before you start, please have your plan document or original invoice number to hand. This will help speed up the process.
2. Report the incident promptly
You must report the claim within 28 days of discovering the damage. You can do this by visiting the Castelan online claims portal at www.claim.castelangroup.com or by calling their team on 01934 416 614
3. Provide the details
The technician's goal is to restore your sofa. They will always try to repair the damage first. If that’s not possible, they will replace the affected part, like a single cushion cover. In the rare event the item is beyond repair, a like-for-like replacement will be arranged.