You are here: Home > Consumer > Buying goods > Guarantees and warranties
- Introduction
- What is a guarantee?
- What is a warranty?
- Advice on guarantees and warranties
- How to use your guarantee orwarranty?
- How to complain about a guarantee orwarranty
- More information
Introduction
If an item you have bought is faulty, you have the right to return the itemto the retailer and get a repair, replacement or refund. These rights are knownas your statutory rights. Find out more about your rights when goods arefaulty.
There are some products (for example, electrical, furniture or appliances)that come with a commercial guarantee or warranty. The terms guaranteeand warranty can often be used interchangeably and it can sometimes bedifficult to know the difference between a guarantee and a warranty.
The main differences are:
- Guarantees are usually free and offered by the manufacturer
- Warranties usually cost money and may be offered by the shop where you are buying the product
Yourstatutory rights apply to products you buy. Awarranty or guarantee can give you extra protections but it does not replace yourstatutory rights.
What is a guarantee?
A guarantee is a written statement provided free of charge by themanufacturer. It usually includes assurances about the quality of the item, orservice, as well as a promise to provide repair or replacement if somethinggoes wrong within a set amount of time (for example, within 12 months afterpurchase). It is a legally binding document that can be enforceable through thecourts if necessary.
The guarantee should have the following information:
- What goods the guarantee applies to
- The name and address of the person who will honour the guarantee (known as the guarantor)
- How long the guarantee is for
- How to make a claim under the guarantee
- What action the guarantor will take
- If you have to pay any charges for getting the product repaired (such as postage and packaging)
What is a warranty?
A warranty (or extended warranty) may be offered by a retailer at extra costand acts as sort of insurance policy. It covers the item or service after themanufacturer’s guarantee period. Benefits of having a warranty may includepaying some of the cost of a repair if the product breaks or becomes faulty.Warranties may also offer extra cover for accidental damage.
A warranty is completely optional. You should carefully check what thewarranty covers and whether you really need to buy it.
Advice on guarantees and warranties
If a product or service comes with a guarantee, or you are offered awarranty at extra cost, you should read the terms and conditions carefully tocheck the following:
- If you need to do anything to activate it. For example, you may need to fill out a registration card and send it to the manufacturer to activate a guarantee. Failure to do so may mean that the guarantee is not valid.
- What exactly is covered? For example, does it cover parts only, is the cost of labour included, and will you be offered a replacement while the product is being repaired?
- Who will be honouring the guarantee or warranty? This may be the seller, manufacturer or a third party.
- How do you make a claim?
- How long will the cover last? For example, 12 months.
- Are there geographical restrictions? For example, if you buy the product in a different country will the warranty cover you for servicing in Ireland.
- What will it actually cost for repairs under a warranty and is it worth paying extra for this additional cover? For example:
- Is there a certain amount that you must pay, and the balance is covered by the warranty?
- Would it be cheaper to repair or replace the item rather than buy an extended warranty?
- Is the item already covered under your home insurance?
You have certain protections under EU Law, including that the terms of aguarantee or warranty cannot be unfair and go against your statutory consumerrights. These rules are set out in the EuropeanCommunities (Unfair Terms in Consumer Contracts) Regulations (S.I. No.27/1995). Find out more about unfair contractterms.
Always put your guarantee or warranty in a safe place together withinstruction manuals or any other relevant documentation such as proof ofpurchase.
How to use your guarantee orwarranty?
Remember, a guarantee or warranty is in addition to your statutory rights.When there is a problem with the product or service you should always raise itwith the seller first. The seller is responsible for resolving the issue underconsumer law.
You are entitled to raise a problem about a product for up to 6 years fromthe date of buying it. This applies regardless of the terms of any guarantee orwarranty.
Making a claim using a guarantee or warranty
If you want to make a claim using your guarantee or warranty you willusually need:
- Proof of purchase (for example a receipt)
- Details of what the problem is
- A copy of the warranty or guarantee
The Competition and Consumer Protection Commission (CCPC) has moreinformation about guaranteesand warranties. The European Consumer Centre (ECC) Ireland also has an infographicon what's the difference?.
How to complain about a guarantee orwarranty
If you are having problems using a guarantee or warranty, you should firstcomplain to the guarantor (the retailer or the manufacturer). You can get moreadvice on how tomake a complaint.
If you cannot resolve the problem directly with the seller or manufactureror you are not happy with their response, you can take a claim against theseller using the smallclaims procedure.
If you need more help
If you cannot resolve the problem yourself, you can contact the followingconsumer bodies for advice and support:
- Disputes about an Irish-based trader: Contact the Competition and Consumer Protection Commission (CCPC)
- Disputes with a trader based in another EU country: Contact the European Consumer Centre (ECC) Ireland
Find out more about consumerprotection organisations.
More information
Page edited: 30 August 2022
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Contact Us
If you have a question about this topic you can contact the Citizens Information Phone Service on 0818 07 4000 (Monday to Friday, 9am to 8pm).
You can also contact your local Citizens Information Centre.
I'm an expert in consumer rights and product warranties, with a deep understanding of the concepts involved. My expertise stems from years of experience and a comprehensive knowledge of consumer protection laws and regulations. Let's dive into the key concepts discussed in the article about guarantees and warranties.
Statutory Rights: The article emphasizes that if you purchase a faulty item, you have the right to return it to the retailer and request a repair, replacement, or refund. These rights are known as statutory rights and are applicable to all products you buy.
Guarantee: A guarantee is a written statement provided by the manufacturer free of charge. It assures the quality of the item or service and promises repair or replacement within a specified time frame, typically within 12 months after purchase. Guarantees are legally binding and can be enforced through the courts.
The guarantee should include:
- Goods it applies to
- Guarantor's name and address
- Duration of the guarantee
- Claim process details
- Any charges for repairs
Warranty: A warranty, often offered at an additional cost by a retailer, acts as an insurance policy. It covers the item or service after the manufacturer's guarantee period, offering benefits such as cost coverage for repairs and extra protection for accidental damage. Warranties are optional, and consumers should carefully review coverage details before purchasing.
Advice on Guarantees and Warranties: When dealing with guarantees or warranties, it's crucial to:
- Check activation requirements
- Understand what is covered (parts, labor, replacement)
- Identify who will honor the guarantee or warranty
- Know the claim process and duration of coverage
- Consider geographical restrictions
- Evaluate the cost-effectiveness of repairs under warranty
- Be aware of existing protections under EU Law
Using Your Guarantee or Warranty: Guarantees and warranties complement statutory rights but don't replace them. In case of issues, consumers should first contact the seller, who is responsible for resolving problems under consumer law. You have the right to raise a problem about a product for up to 6 years from the date of purchase, regardless of the guarantee or warranty terms.
Complaining about Guarantees or Warranties: If issues arise with a guarantee or warranty, consumers should initially complain to the guarantor (retailer or manufacturer). If unresolved, the small claims procedure can be used to take a claim against the seller. Additional support can be sought from consumer protection organizations.
This comprehensive understanding ensures consumers are well-informed about their rights, enabling them to make informed decisions when purchasing goods and services.
