Understanding Warranties and Guarantees
Understanding Warranties and Guarantees
When you buy a product, you expect it to work as described. Warranties and guarantees are promises made by the seller or manufacturer to give you extra protection if things go wrong. They are designed to reassure you that if your purchase turns out to be faulty or doesn’t perform as it should, you have a clear route to getting it fixed, replaced, or refunded.
What is a warranty?
A warranty is a formal promise, often written, that your product will be free from defects and work as expected for a set period – commonly one or two years. If the item develops a fault during this time, the warranty usually covers repairs or replacement at no extra cost to you. Warranties are most common with electrical goods, cars, appliances, and electronics, but can also apply to furniture, watches, and other products.
What is a guarantee?
A guarantee is similar, but is usually a more general promise – sometimes even verbal – that the product will meet certain standards or perform as described. Guarantees can be offered for a specific period or for the “lifetime” of the product, depending on the terms set by the seller or manufacturer. For example, you might see a “30-day money-back guarantee” or a “lifetime guarantee” on kitchenware or tools.
How are they different?
In everyday terms, both warranties and guarantees give you extra assurance, but a warranty is typically a more formal, written agreement, while a guarantee can be broader and less formal. Both are legally binding if offered, but the exact coverage and process for making a claim may differ, so it’s important to check the terms and conditions provided with your product.
What products come with warranties or guarantees?
You’ll often find warranties and guarantees on a wide range of goods, such as electrical appliances, mobile phones, computers, cars, furniture, and even clothing or shoes. Some products come with these protections automatically, while others may require you to register or pay extra for extended cover.
Warranties and guarantees are in addition to your legal rights
It’s important to remember that these promises do not replace your rights under UK consumer law. Even if a product does not come with a warranty or guarantee, you are still protected by the Consumer Rights Act 2015, which gives you the right to goods that are as described, of satisfactory quality, and fit for purpose. If you have a problem, you can still take action under these laws, regardless of any additional warranty or guarantee.
Making a claim
If your product is faulty or doesn’t live up to the promise made in a warranty or guarantee, you have the right to make a claim. This usually involves contacting the seller or manufacturer, providing proof of purchase, and explaining the issue. The process will depend on the specific terms, but you should be offered a repair, replacement, or refund if the claim is valid.
To learn more about your wider rights and what to do if you have problems with purchased goods, visit our dedicated guide. This can help you understand your options and next steps if you’re struggling to resolve an issue through a warranty or guarantee.
Your Rights When a Product Is Faulty
When you buy a product in the UK, you’re protected by the Consumer Rights Act 2015. This law gives you clear rights if something you purchase turns out to be faulty, doesn’t match its description, or doesn’t do what it’s supposed to do. These rights apply no matter what the shop or manufacturer’s warranty or guarantee says.
Your basic rights include:
Repair or replacement: If your product is faulty, you usually have the right to ask the seller to repair or replace it. This is often the first step, and the seller should do this at no cost to you.
Refund: If a repair or replacement isn’t possible, or if the fix fails, you can ask for a refund. If you discover the problem within 30 days of purchase, you’re generally entitled to a full refund. After 30 days, you may still be able to get a partial refund, depending on how long you’ve had the item.
It’s important to note that these legal rights exist regardless of any warranty or guarantee offered by the retailer or manufacturer. A warranty or guarantee is an extra promise that can give you additional benefits, such as free repairs for a set period. However, it can’t take away your basic rights under UK law.
Warranties and guarantees usually set out their own conditions and timeframes – commonly lasting 12 months, but sometimes longer. You’ll need to check the paperwork or terms provided to see exactly what’s covered and for how long. Some warranties might cover accidental damage or extend beyond the legal minimum, but always read the small print.
To make a successful claim – whether under your legal rights or a warranty – you should:
Keep your proof of purchase (such as a receipt or bank statement).
Hold onto any warranty documentation or registration details.
Contact the seller first, as your contract is with them, not the manufacturer.
If you’re unsure how to proceed, or want more detail on what to expect when returning items, see our guide to returns and refunds for faulty goods. If you’re dealing with digital products rather than physical goods, you may wish to read about refunds for faulty digital downloads for specific advice.
Remember: your legal rights are there to protect you – warranties and guarantees are useful extras, but they don’t replace your core protections under the Consumer Rights Act 2015.
How to Make a Claim Using a Warranty or Guarantee
How to Make a Claim Using a Warranty or Guarantee
If you’ve bought a product that develops a fault or doesn’t work as promised, you may be entitled to a repair, replacement, or refund under a warranty or guarantee. Here’s a step-by-step guide to help you make a claim and understand what to expect.
1. Check the Warranty or Guarantee Terms
Before making a claim, carefully read the terms and conditions of your warranty or guarantee. These documents explain what’s covered, for how long, and any specific steps you need to follow. Pay special attention to:
The length of the warranty or guarantee period.
Any exclusions (for example, accidental damage or wear and tear).
Whether you need to contact the seller or the manufacturer.
Requirements for registering the product or warranty.
If you’re unsure about your rights or the difference between a warranty and a guarantee, see our page on problems with purchased goods for more detailed guidance.
2. Gather the Necessary Information
To support your claim, you’ll typically need:
Proof of purchase: This could be a receipt, order confirmation email, or bank statement.
Warranty or guarantee certificate: If you have a paper or digital certificate, keep it handy.
Details of the fault: Write a clear description of what’s wrong with the product, when the problem started, and any steps you’ve taken to resolve it.
Having these documents ready will help your claim go smoothly.
3. Contact the Seller or Manufacturer
Follow the instructions in your warranty or guarantee. Some warranties require you to contact the manufacturer directly, while others ask you to go through the retailer. When you get in touch:
Explain the problem clearly and mention that you are making a claim under the warranty or guarantee.
Provide copies of your proof of purchase and the warranty certificate.
Ask for a reference number or written confirmation of your claim.
It’s best to contact them in writing (such as by email) so you have a record of your communication.
4. Understand What to Expect
Depending on the terms of your warranty or guarantee, you may be entitled to:
A repair of the faulty product.
A replacement if the item can’t be fixed.
A refund in some cases, especially if repairs or replacements aren’t possible.
The company should let you know what will happen next and how long it will take. If they offer a repair or replacement, ask how long it will take and whether you need to return the product.
5. Be Aware of Time Limits and Conditions
Most warranties and guarantees have strict time limits – often 12 months from the date of purchase, but sometimes longer or shorter. You’ll usually need to make your claim within this period. If you delay, you may lose your right to a remedy.
Check if there are any conditions you must meet, such as registering the product or using it as instructed in the manual.
6. Keep Records of All Communications
It’s important to keep copies of all emails, letters, and notes from phone calls with the seller or manufacturer. This will help if you need to escalate your claim or prove what was agreed.
7. If Your Claim Is Refused
If the seller or manufacturer refuses to honour the warranty or guarantee, you still have rights under consumer law. You can:
Ask for a written explanation of why your claim was refused.
Escalate the issue using the company’s complaints process.
Consider further action, such as making a claim under your statutory rights. For more advice on what to do if a company won’t refund you in the UK, see our dedicated guide.
Remember, your legal rights under the Consumer Rights Act 2015 may offer protection even after a warranty or guarantee has expired. For a broader look at your options, visit our section on problems with purchased goods.
If the Company Stops Trading or Goes Out of Business
If the company you bought your product from stops trading or goes out of business, making a claim under a warranty or guarantee can become much more difficult. In many cases, you may find that the seller or manufacturer is no longer available to handle repairs, replacements, or refunds. However, you still have some options to try and resolve the issue.
What happens to your warranty or guarantee?
If your warranty or guarantee was provided directly by the company that has ceased trading, it’s likely that you won’t be able to claim directly through them. However, some warranties are backed by third-party providers or insurers. Check your warranty documents carefully to see if another business is responsible for honouring the warranty. If so, you may still be able to make a claim even if the original seller or manufacturer is no longer in business.
Other ways to claim your money back
If you can’t claim under the warranty or guarantee, you might be able to recover your money in other ways. For example, if you paid for the product using a credit card, debit card, or PayPal, you could have extra protection. Credit card purchases between £100 and £30,000 are covered by Section 75 of the Consumer Credit Act 1974, which means your card provider may be jointly responsible if something goes wrong. Debit card or PayPal payments may be covered by chargeback schemes or buyer protection.
To find out more about these options, read our guidance on getting your money back if you paid by card or PayPal.
Your legal rights under the Consumer Rights Act
Even if the company has stopped trading, your rights under the Consumer Rights Act 2015 still apply. This law gives you the right to a repair, replacement, or refund if a product is faulty or not as described. However, enforcing these rights can be much harder if the business is no longer operating. In some cases, you may be able to make a claim against the company’s administrators or liquidators, but this process can be complex and time-consuming.
Practical steps and further support
If you find yourself unable to resolve the issue, it’s important to gather all relevant documents, such as receipts, warranty papers, and any correspondence with the seller or manufacturer. You should also act quickly, as time limits may apply for making claims through your payment provider or warranty.
For step-by-step advice on what to do if a company stops trading or goes out of business, visit our detailed guidance. You can also contact consumer protection organisations for further help and support if you’re unsure about your next steps.
Other Related Consumer Issues to Consider
When making a claim under a warranty or guarantee, it’s important to be aware of other consumer issues that could affect your rights or the outcome of your claim. Here are some related situations you might encounter:
Mispriced Items
Sometimes, you might buy a product that was incorrectly priced – either online or in a shop. If you discover a pricing error after purchase, your rights can be different from those for faulty goods. For example, if you paid less than the intended price, the retailer might not be legally required to honour the sale, especially if the error was obvious. However, if you bought an item at the correct price and it turns out to be faulty, you can still claim under the warranty or guarantee. To understand your position in these cases, see our guide on if you bought a mis-priced item.
Stolen Goods
If you unknowingly buy stolen goods, your rights are different from a standard faulty product claim. In many cases, the original owner can claim the item back, and you may not be able to keep it – even if you have a warranty or guarantee. If you think the goods you bought might be stolen, it’s important to act quickly. Learn more about what to do if you think you’ve bought stolen goods.
Counterfeit or Fake Products
Counterfeit goods are items that are made to look like genuine branded products but are actually fake. Warranties and guarantees often do not apply to counterfeit goods, and you may have little recourse if something goes wrong. Buying fake products can also put you at risk of scams or unsafe items. If you suspect you’ve purchased a counterfeit product, find out how to report fake or counterfeit goods.
Being aware of these related issues can help you protect your rights and avoid common pitfalls when dealing with faulty products. If you’re ever unsure, check the terms of your warranty or guarantee, and explore the guides linked above for more detailed advice on specific situations. Staying informed is the best way to make sure you’re covered and to avoid falling victim to scams or unfair practices.
Special Considerations for Used Car Purchases
When it comes to used car purchases, warranties and guarantees work a little differently compared to buying new vehicles. Understanding these differences can help you avoid common pitfalls and ensure you know your rights if something goes wrong.
How Warranties and Guarantees Apply to Used Cars
Most used cars are sold with some form of warranty, but the level of cover can vary widely. Some dealers offer a short-term warranty as part of the sale, while others may sell extended warranties for an extra fee. These warranties often cover specific mechanical faults but may exclude wear and tear or issues that arise from the car’s age or mileage.
Unlike new cars, manufacturer guarantees usually no longer apply, unless the car is still within its original warranty period and the terms allow transfer to a new owner. Always check the paperwork to see what, if any, warranty is included and what it covers.
Common Issues When Claiming on Used Car Warranties
Consumers often face challenges when making a claim under a used car warranty. Typical issues include:
Limited cover: Many used car warranties exclude certain parts or types of damage, such as electrical faults or consumables like brakes and tyres.
Disputes over fault causes: Dealers or warranty providers may argue that a problem is due to normal wear and tear, or that it existed before the sale.
Short warranty periods: Some warranties last only a few months, so faults that appear later may not be covered.
If your claim is rejected, check the warranty terms carefully and ask the dealer for a written explanation. You may still have legal rights even if the warranty does not cover your issue.
Tips Before Buying a Used Car
To protect yourself, consider these steps before committing to a used car purchase:
Ask about any existing warranties or guarantees and request written details of what is covered.
Inspect the car’s service history and check for signs of previous repairs or outstanding recalls.
Get an independent mechanical inspection if you have doubts about the car’s condition.
Clarify who to contact if something goes wrong – some warranties are handled by the dealer, while others go through a third-party provider.
Read the warranty’s terms and conditions thoroughly, paying close attention to any exclusions or claim procedures.
Legal Protections for Used Car Buyers
Even if your warranty is limited, you still have rights under UK law. The Consumer Rights Act 2015 requires that any vehicle sold by a dealer must be as described, of satisfactory quality, and fit for purpose. If a used car develops a fault within the first 30 days, you may be entitled to a full refund. After this period, you could still claim a repair or replacement, depending on the circumstances.
Private sales offer fewer protections, but the seller must still accurately describe the car. Misleading information could give you grounds for a claim.
For a deeper look at your rights, what to check, and how to resolve problems with a used car purchase, see our used car purchase legal considerations page. This guide covers everything from warranty details to your legal options if things go wrong.
What to Do If Your Claim Is Unsuccessful
If your claim under a warranty or guarantee is unsuccessful, it can be frustrating – especially if you believe you’re entitled to a repair, replacement, or refund. Here’s what you need to know and do next.
Why Your Claim Might Be Denied
There are several common reasons why a warranty or guarantee claim may be rejected:
Expired Warranty or Guarantee: Most warranties and guarantees only last for a set period. If you make your claim after this period has ended, it’s likely to be refused.
Exclusions and Conditions: Some warranties exclude certain types of faults (like accidental damage or wear and tear) or require you to follow specific procedures, such as registering the product or using approved repair services.
Lack of Proof: If you can’t provide proof of purchase or evidence that the fault is covered by the warranty, your claim may not be accepted.
Improper Use: If the seller or manufacturer believes the product was not used according to instructions, they may deny your claim.
Always check the terms and conditions of your warranty or guarantee to understand what is and isn’t covered.
Steps to Take If Your Claim Is Rejected
If your initial claim is denied, don’t give up straight away. Here’s what you can do:
Ask for a Written Explanation: Request a clear reason for the rejection. This can help you understand if the decision was fair or if you have grounds to challenge it.
Review the Terms: Double-check the warranty or guarantee documentation, as well as your consumer rights under the Consumer Rights Act 2015. Sometimes sellers or manufacturers get it wrong.
Gather Evidence: Keep copies of all correspondence, receipts, photos of the fault, and any repair reports. Detailed records can strengthen your case if you escalate the complaint.
Escalate Your Complaint: Write a formal letter to the company’s customer service or complaints department, clearly stating why you believe your claim should be accepted and including any supporting evidence.
Alternative Dispute Resolution and Consumer Protection Bodies
If you’re still not satisfied after following the company’s complaints process, you may be able to use alternative dispute resolution (ADR). ADR schemes, such as mediation or arbitration, can help resolve disputes without going to court. Some manufacturers or retailers are members of an ADR scheme – check their website or ask directly.
You can also seek advice or support from consumer protection bodies. They can guide you on your rights and the best way to proceed if your claim is still unresolved.
Keep Good Records
Throughout the process, make sure you:
Save all emails, letters, and notes from phone calls
Keep copies of receipts, repair reports, and photos of the faulty product
Note down dates and names of people you speak to
Having a clear record of what’s happened will make it easier to present your case if you need to escalate further.
Getting Further Help
If you’re struggling to resolve your warranty or guarantee claim, don’t hesitate to seek extra support. You can find more advice if you need more help about a consumer issue or explore ways to get more help with consumer issues. These resources can provide guidance on next steps, including how to take your complaint further if necessary.
Additional Resources and Related Topics
Whether you’re dealing with a faulty product, a digital download that doesn’t work, or a purchase you regret, understanding your full range of consumer rights is essential. Below, you’ll find links to related topics that can help you navigate different situations and ensure you get the remedies you’re entitled to.
If you want to explore your options for getting your money back or securing a replacement, our guide on refunds and compensation on purchases explains when you can claim a refund, how compensation works, and what to expect from retailers under the Consumer Rights Act 2015. This is especially useful if your product is faulty or not as described and you’re considering whether a refund or repair is best.
Sometimes, you might change your mind about a purchase. If you bought something online, over the phone, or by mail order, you usually have a 14-day cooling-off period to cancel and get a refund. For more details on your cancellation rights and the steps involved, see our section on how to cancel a purchase within 14-day cooling-off period.
Faulty products can sometimes cause damage to your property or pose safety risks. If this happens, you may be entitled to extra compensation beyond a repair or replacement. Find out what to do and how to claim compensation if an item or product causes damage, including how to gather evidence and approach the manufacturer or retailer.
Consumer rights also extend to financial products. If you think you’ve been given misleading or unsuitable advice about a mortgage or another financial service, you may have grounds to make a claim. Our guide on mis-sold mortgage in the UK: your guide to rights & remedies covers the key steps to take and the protections available under UK law.
Exploring these resources can help you fully understand your legal rights, whether you’re seeking a refund, compensation for damages, or redress for mis-sold products. Knowing your options puts you in a stronger position to resolve issues quickly and fairly. If you’re unsure which remedy applies to your situation, start with the links above to get clear, practical advice tailored to your needs.
