FAQ & Fullfilment

How Can I Contact Customer Support?

You can reach us by:

  • Email: Customer.Service@fixdirect.shop
  • Phone: 0800 055 4969

Our team is available Monday to Friday from 9am to 5pm, and Saturdays 9am to 1pm. Messages sent outside these hours will be responded to on the next working day.

When Does My Service Plan Start and End?

Your cover kicks in as soon as your payment is confirmed. For example, if you purchase a 12-month plan on 15 July, your coverage starts immediately and runs until 23:59 on 14 July the following year.

Service Activation & Start Date

When does my cover begin?
Your plan activates right after your payment is processed. You’ll receive a confirmation email within minutes.

Do I need to do anything to activate it?
No, your plan starts automatically and lasts for 12 months from the date of purchase.

When will my cover end?
Coverage expires exactly 12 months later at 23:59 unless you renew.

How Do I Use My Plan to Request Repairs?

Simply get in touch with us:
📞 0800 055 4969
📧 Customer.Service@fixdirect.shop

One of our team members will schedule your repair, usually within 24 to 48 hours.

What Does “Unlimited Repairs” Include?

You can request as many repair visits and technician hours as needed for the appliances covered under your plan.

Please note: Coverage excludes damage or issues outside your plan terms, such as appliances older than 10 years, accidental damage, or normal wear and tear unless linked to mechanical or electrical faults.

Is There a Cooling-Off Period or Refund Option?

Yes. You may cancel within 14 days of purchase for a full refund, provided no repairs have taken place.

Cancellations made after 14 days but before 28 days might qualify for a partial refund, at our discretion. After 28 days, refunds are not available.

To cancel, please email Customer.Service@fixdirect.shop or call 0800 055 4969 with your order number.

Refunds are processed back to your original payment method within 7 to 10 working days.

What Appliances and Faults Are Covered?

  • Included: Mechanical and electrical breakdowns on covered appliances (such as component failures).
  • Excluded: Accidental damage, water or liquid damage, and appliances that are unregistered or exceed our age limits.

How Soon Can I Get a Repair Appointment?

We aim to respond within 48 hours to arrange a visit. Local repairs are typically booked within 3 to 5 working days, subject to technician availability.

If you live outside our standard service area or during busy periods, we will discuss alternative timings with you in advance.

Do You Offer Nationwide Coverage?

Yes. We provide service across England, Scotland, and Wales. For remote locations, please check availability before purchasing.

What If the Repair Doesn’t Fix My Appliance?

Please contact us immediately. If we cannot resolve the problem after reasonable attempts, you may be entitled to a pro-rated refund or a replacement (for faults covered within 3 years), covering the unused portion of your plan.

Which Payment Methods Do You Accept?

We accept:

  • Credit and debit cards (Visa, Mastercard)
  • Apple Pay and Google Pay
  • BACS/Direct Debit
  • Cheques (by post)

All payments are processed in GBP upon confirmation.

Which Plan Is Right for Me?

  • 1 Appliance Plan – covers a single appliance
  • TV + Set-Top Box Plan – protects your entertainment devices

See our Service Plans & Pricing page for full details. Need help deciding? Get in touch anytime.

Dispute Resolution

If you have any concerns about your payment or service, please contact our support team first at Customer.Service@fixdirect.shop or call 0800 055 4969.

We are committed to resolving all issues quickly and fairly.

Please note that raising a dispute with your bank before contacting us may delay resolution and affect your eligibility for a refund.

How Will I Receive My Refund?

Refunds are returned to the original payment method used. You will be notified once your refund has been processed.