Premier Care: what it covers and how it works
Premier Care is a five-year furniture protection plan you can add when you order from Roomes. It covers sudden accidental stains and accidental damage from the day your furniture is delivered, and structural defects once the manufacturer's guarantee has ended and the first 12 months have passed, for one payment that covers the whole term.
It's an insurance policy, arranged and administered by Castelan Limited. The policy terms and product information set out the full cover, and they're what count.
What does Premier Care cover?
Premier Care covers accidental stains, accidental damage and structural defects. Stains and damage are covered from delivery, and structural defects once the manufacturer's guarantee has ended and the first 12 months have passed.
- Accidental stains that happen suddenly, from any substance, such as food, drink, cosmetics, ink, paint, shoe polish, dye transfer and bodily fluids, including odours caused by a covered stain.
- Accidental damage that happens suddenly, such as rips, tears, burns, scratches, dents, chips, heat rings, damage by your own pets, and broken glass, stone, marble or frame parts.
- Structural defects caused by faulty or defective parts, such as frame defects, broken springs, faulty recliner mechanisms, split seams, leather or vinyl lifting or peeling, the finish peeling on solid wood, and broken zips, castors and buttons.
A drink spilt when you trip, or a startled cat scratching the arm of the sofa, is the kind of accident it covers. It applies to fabric and leather upholstery, including recliners and sofa beds, to dining, living and bedroom cabinet furniture, and to mattresses and bed frames. Your certificate of insurance lists the items your policy covers.
What doesn't Premier Care cover?
Premier Care is for sudden accidents, not for wear and tear or anything that builds up over time. Food and drink stains that collect on a sofa over months aren't covered, and nor is a seat that slowly changes colour from the dye in your clothes.
It also doesn't cover:
- deliberate damage, neglect or misuse
- colour change or other damage caused by sunlight, perspiration, or natural hair and body oils, such as leather cracking or peeling where body oils have built up
- damage caused by the wrong cleaning products or methods
- damage during delivery, assembly or disassembly
- damage by animals other than your own pets, or pet damage that builds up over time
- a fire in the building, smoke, flooding, leaking pipes and weather
- furniture in business premises or a home you let or sublet
The policy terms list every exclusion, and our care guides for wood furniture, velvet and fabric sofas cover looking after your furniture.
How is Premier Care different from a manufacturer's guarantee?
Structural faults that appear while the manufacturer's guarantee is running are dealt with under that guarantee, and you report them to us. Premier Care covers sudden accidents from delivery, and structural defects only once the guarantee has ended and the first 12 months have passed. A structural fault first found while the guarantee is running isn't covered by Premier Care later on.
What's happened Who to contact A structural fault while the manufacturer's guarantee is running Roomes A sudden stain or accident while your policy is running Castelan A structural fault after the guarantee has ended and the first 12 months have passed Castelan Damage you find when your furniture is delivered Roomes, straight away, and within three days for online orders or seven days for orders placed in store ![]()
How do you make a claim?
Contact Castelan as soon as you can, and no later than 28 days after you notice the damage. Blot or wipe up a fresh spill straight away, then speak to Castelan before you use any cleaning product or try a repair, because damage caused by the wrong cleaning products or methods isn't covered.
- Report it online at claim.castelangroup.com or on 01934 416 614.
- For a stain, Castelan may first send you a specialist cleaning product.
- If that doesn't work, follow its instructions, and Castelan may then arrange an inspection.
- If it can't be cleaned or repaired, you'll be offered a replacement of the same specification or, if that isn't possible, a credit note, usually to use with us, up to the price you paid.
You can make any number of claims for cleaning and repairs, but Castelan can choose to settle a claim with a replacement or a credit note instead, and your insurance ends once a claim is settled that way. If a technician can't get in at an arranged visit, you'll pay a £20 fee before they come back.
Who can take out Premier Care, and how do you pay?
You can add Premier Care when you place your order with us, as long as you're 18 or over and live in the UK, the Channel Islands or the Isle of Man. The furniture must be new and undamaged, for use in your own home, and cost no more than £20,000.
You pay once, before the policy starts, and it can't be transferred to someone else. Before you buy, you'll get the Insurance Product Information Document to take home, and your certificate of insurance and full terms are sent after delivery.
Is furniture protection worth it?
It depends on how your furniture will be used and what cover you already have, and it's your decision. It's worth weighing up:
- whether your home contents insurance already covers accidental damage, and what excess you'd pay: in research Which? published in September 2025, about a quarter of the home contents policies it analysed included it as standard
- whether you'd be paying twice for the same cover, which the policy documents ask you to check
If you have questions before you order, ask the team in our Upminster showroom.
Who do you contact about Premier Care?
Contact Castelan for claims, online or on 01934 416 614. Email mypolicy@castelangroup.com to change your address, or if your delivery date differs from the one on your certificate. Complaints go to Castelan's customer care team at customercare@castelangroup.com or on 01934 416 614, who may refer a complaint about how the policy was sold to us.
If a complaint isn't resolved, you can take it to the Financial Ombudsman Service.
Frequently asked questions
What does furniture stain protection cover, and is it worth it?
Premier Care, the furniture protection plan Roomes offers, covers stains from sudden accidents, like a spilt drink, rather than wear and tear or marks that build up over time. It also covers accidental damage from delivery, and structural defects once the manufacturer's guarantee has ended and the first 12 months have passed. Whether it's worth it depends on how your furniture will be used and what your home insurance already covers: in research published in September 2025, Which? found about a quarter of the home contents policies it analysed included accidental damage as standard.
Is Premier Care insurance?
Yes. Premier Care is a furniture insurance policy arranged and administered by Castelan Limited and underwritten by Novus Underwriting Limited on behalf of Helvetia Global Solutions Ltd, UK Branch. Roomes offers it when you place your order, and claims go to Castelan rather than to Roomes.
Does Premier Care cover wear and tear?
No. Premier Care is for sudden accidents and structural defects, not wear and tear, the gradual build-up of stains or damage, or fading from sunlight. A drink knocked over a sofa is the kind of accident it covers; staining that builds up on a favourite seat over months isn't.
What's the difference between Premier Care and a manufacturer's guarantee?
Structural faults that appear while the manufacturer's guarantee is running are dealt with under that guarantee, and you report them to Roomes. Premier Care covers accidental stains and damage from the day of delivery, and covers structural defects only once the manufacturer's guarantee has ended and the first 12 months have passed. If a structural fault appears while the guarantee is still running, contact Roomes rather than Castelan, because Premier Care won't cover that fault later on.
How do you make a Premier Care claim?
Report a Premier Care claim to Castelan as soon as you can, and no later than 28 days after you notice the damage, online at claim.castelangroup.com or on 01934 416 614. For a stain, Castelan may send you a specialist cleaning product first, and if that doesn't work, may then arrange an inspection. Blot or wipe up a fresh spill straight away, but speak to Castelan before using any cleaning product or trying a repair, because damage caused by the wrong cleaning products or methods isn't covered.
Can you cancel Premier Care?
Yes. You can cancel Premier Care within 14 days of receiving your certificate of insurance and policy terms, and get a full refund as long as you haven't made a claim and none is pending. Return your certificate of insurance and proof of purchase to Roomes. If you cancel after 14 days, there's no refund.
- 31st October 2026
