Protection Plans Terms and Conditions

The Excelsior™ Appliance Experience

• We offer our customers complete parts and labor coverage for 5 or 3 years, including the manufacturer’s warranty period. This service plan does not replace the legal warranty applicable to residents of Quebec. Appliances delivered with a manufacturer’s warranty of two (2) years or more for parts and labor will be extended by one (1) year, up to a combined maximum of 6 years, in accordance with the Excelsior™ service plan.

• If a service call is placed and the technician determines that there is no defect covered under the service plan, the cost of the first service call will be covered by Excelsior™.

• Repairs or replacements due to misuse, mishandling, or abuse are excluded and not covered by the service plan.

• Appliances used for commercial (non-residential) applications are not covered by this service plan.

• An appliance covered by this service plan must be affected by a mechanical failure to qualify for repair or replacement, except for applicable bonus coverages. This does not include cosmetic damages resulting from external causes.

• The repair, replacement, or cleaning of light bulbs, fuses, filters, shelves, drawers, handles, cables, or any added device or accessory is not covered, except for applicable bonus coverages.

• Once the original appliance covered by this service plan has been replaced or repaired to the original purchase price, the service plan will be considered to have fulfilled its obligations. The maximum liability of this service plan is the original purchase price, minus applicable taxes, for the non-functional appliance, as shown on the invoice.

• Service does not cover the maintenance, repair, or replacement of "pairs" or "sets" of appliances purchased together with the non-functional appliance.

• If the appliance requires installation or uninstallation, the associated costs are not covered by this service plan.

The Excelsior™ All-Stain Experience

• The service experience begins from the delivery date of your new furniture to your home, covering all stains, including applicable bonus coverage.
• To be eligible for service, claims must be reported within 14 days of the incident that caused the stain.
• Stains caused by improper use, abuse, or intentional damage are excluded and not eligible for service.
• The maximum liability of the service plan is the original purchase price, minus applicable taxes, for the stained or defective item only, as shown on the invoice.
• Service is provided solely for the stained item and does not cover cleaning, repair, or replacement of "pairs" or "sets" of furniture purchased together with the stained item.
• Stains caused by corrosive substances or general dirt that do not occur within 24 hours are not eligible for service.
• The All-Stain Experience servce does not cover damages, defects, or inherent characteristics of any kind other than those listed above. Damage (other than stains) caused by animals, particularly on leather or faux leather upholstery, is excluded and not eligible for service.
• Regarding motorized component coverage, we offer our customers a full service for parts and labor for a total of 5 years (including the manufacturer’s warranty period), in addition to the legal warranty. The legal warranty applies to residents of Quebec.
• Repairs or replacements due to (a) defective metal frame components for movable furniture or (b) improper use, mishandling, or any form of abuse are excluded and not eligible for service.
• Furniture with or without motorized components used for non-residential purposes is not eligible for service.
• After-sales service is not provided for losses or damages resulting from failure to perform recommended maintenance by the manufacturer; or losses or damages from external causes such as, but not limited to, battery blocks, faulty wiring, power outages, fire, flood, windstorm, hail, lightning, earthquake, theft, misuse or abuse, and connection to other products.
• Repairs, replacements, or cleaning of batteries, bulbs, fuses, filters, shelves, drawers, cables, or any added device or accessory are not eligible or included in this service experience.
• All software and data recovery are not covered by this service experience.
• The combined total period of the service experience and the original manufacturer’s warranty will not exceed five (5) years, except for stains.
• The service plan duration for all applicable remote controls is limited to 1 (one) year following an operational failure due to a material or manufacturing defect and does not cover incorrect use, batteries, or preventable damage.
• If the owner of the service experience requires home service and the plan holder does not keep the home service appointment, the owner will be responsible for the service call payment, according to industry-standard rates at the time of the service call.