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Guarantees and warranties

If you buy something that develops a fault, you usually have the right to a repair, replacement or refund from the trader. These are known as your consumer rights (see link below).

Warranties and guarantees give you benefits in addition to these rights, eg to make it easier to claim a repair or replacement.

• Faulty goods – your consumer rights

Using a free guarantee

A guarantee is a promise from the trader or manufacturer to sort out faults that develop with your product or service for free.

Guarantees don't usually cost anything and last for a fixed period of time. For example, computers often come with a free manufacturer’s guarantee that lasts for 12 months from the date of purchase.

You can usually only claim a repair or replacement from the manufacturer if you have registered your guarantee within 28 days of buying the item. Check the terms and conditions of your guarantee to find out how to do this.

Long-term guarantees

A trader may offer you a long-term guarantee that lasts for years, eg for home improvement work like damp-proofing.

But the guarantee may be worthless if it isn't backed by a valid insurance policy. This means you can claim from the insurance company if the trader goes out of business.

You should also check if the guarantee can be transferred, eg if you sell your house.

Buying a warranty

A warranty is like an insurance policy and usually costs money. Warranties:

• give you cover to get a free repair or replacement for faults
• can include cover for accidental damage, eg a stain on a carpet or sofa
• normally last longer than a guarantee (which is why they are known as 'extended warranties')

You don't have to buy an extended warranty at the same time as the goods. This means you can shop around for the warranty you want.

Before you pay for an extended warranty, check your item isn’t covered by:

• a manufacturer’s guarantee – you may not need an extended warranty for the first year of owning the goods
• your home contents insurance – check your policy to see what items are covered

Some warranties have a cash back option that gives you money back if you don't make a claim for a fixed period (usually five years). To claim this money, you have to contact the company that provides the warranty. Your warranty must clearly say how you long you have to do this.

Cancelling your warranty

If your warranty lasts more than 12 months, you can cancel your warranty and get:

• a full refund of the cost of the warranty if you cancel within 45 days of buying it and you haven't made a claim
• a partial refund of the cost of the warranty if you cancel after 45 days of buying it or you have made a claim

You will need to contact the company that provides the warranty to find out how much any partial refund will be.

If your warranty is for 12 months or less, you can’t cancel it.

Making a claim on your warranty

To make a claim, contact the company that provides the warranty ('warranty provider').

Some warranty providers will ask you to pay for any repair work yourself and then claim the money back from them.

If the cost of the repair is high, write to the warranty provider to check they will pay this cost first.

Service support, guarantees and warranties

When you buy certain electrical goods, eg a computer, the trader may offer you a free support service as part of your guarantee or warranty. Support services tend to consist of:

• online services, eg advice websites or advisers you can email
• installation services, eg someone to help with the initial set up of a computer
• telephone helplines – these may be expensive to call so check call rates first on the service's website or leaflets

If you pay separately for a support service, this isn't part of your warranty or guarantee. This means you have additional rights if the service doesn't meet the standards set out in your contract (see link below).

• Buying a service - your consumer rights

If you need to complain

If you disagree with what you're offered when you make a claim under a guarantee or warranty, complain to the company in writing.

If the problem isn't sorted out, you can:

• contact Consumer Direct, the government funded consumer advice service
• complain to the Financial Ombudsman if your warranty or guarantee is backed by an insurance policy

You can check the terms and conditions of your warranty or guarantee to find out if it's backed by an insurance policy.

• Making a complaint in writing

• Contact Consumer Direct

• Complain to the Financial Ombudsman (money, tax and benefits section)

More useful links

• Consumer rights - an introduction

• Returning faulty items

• Buying a service - your consumer rights