Guarantees & Warranties Explained

What Is a Guarantee or Warranty?

A guarantee (sometimes called a warranty) is a voluntary promise made by a manufacturer or retailer to repair, replace, or refund a product if it develops a fault within a specified period of time.

It is not a legal requirement — it is an additional contractual promise.

Common examples include:

• 12-month manufacturer warranty on electronics
• 2-year retailer guarantee on white goods
• 5-year structural appliance warranty
• “Lifetime guarantee” on certain tools or cookware

Guarantees typically cover manufacturing faults, not accidental damage or misuse.

Importantly, a guarantee sits alongside your statutory rights. It does not replace them.

A guarantee may:

• Offer faster repair routes
• Provide direct manufacturer access
• Cover parts and labour
• Include additional service support

However, it may also:

• Contain exclusions
• Require product registration
• Require regular servicing to remain valid
• Limit geographic coverage

Always read the written terms before relying on a guarantee.

Your Statutory Rights Come First

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

Satisfactory quality means a reasonable person would consider the product acceptable, taking into account price, description, and durability.

Durability is especially important. A £1,000 washing machine failing after 18 months may not be considered durable — even if the manufacturer warranty has expired.

Your key legal protections include:

Within 30 days of purchase:

• You can reject faulty goods for a full refund.

After 30 days:

• You are entitled to repair or replacement.
• If repair or replacement fails, you may claim a price reduction or final refund.

For the first 6 months:

• Faults are presumed to have been present at purchase unless the retailer proves otherwise.

After 6 months:

• You may need to show the fault was inherent (e.g., via independent assessment).

In England and Wales, you can bring a claim for breach of contract up to 6 years from purchase (5 years in Scotland).

These rights apply regardless of any warranty period.

Retailer vs Manufacturer Responsibility

Your contract is with the retailer — not the manufacturer.

If a product develops a fault:

• You can go back to the shop (online or in-store)
• You do not have to deal with the manufacturer
• The retailer cannot insist you use the manufacturer’s warranty

Retailers sometimes incorrectly redirect customers to manufacturers. While you may choose to use the manufacturer route (often quicker), the retailer remains legally responsible.

This distinction is critical.

If a retailer refuses to help and tells you “contact the manufacturer,” you may respond:

“My statutory rights under the Consumer Rights Act 2015 are with the retailer.”

Can a Guarantee Limit Your Rights?

No.

A guarantee cannot:

• Shorten your legal rights
• Exclude statutory protections
• Override UK consumer law
• Restrict your right to claim through the retailer

If a guarantee states:

“Valid for 12 months only”

That does not remove your statutory rights after 12 months.

Retailers cannot contract out of consumer law.

If they attempt to, such terms may be unenforceable under unfair terms legislation.

What a Guarantee Typically Covers

Guarantees usually specify:

• Duration of cover
• Parts included
• Labour included or excluded
• Call-out charges
• Conditions (e.g., annual servicing)
• Exclusions (accidental damage, misuse, commercial use)

Some may require:

• Product registration within 30 days
• Proof of servicing
• Original packaging for returns

Check:

• Whether you must return goods at your cost
• Whether the guarantee is transferable
• Whether accidental damage is included

Making a Claim and Escalation Routes

If a product fails:

• Contact the retailer in writing
• Provide proof of purchase
• Clearly describe the fault
• State the remedy you are requesting

If unresolved:

Step 1: Formal complaint to retailer

Step 2: Escalate to Alternative Dispute Resolution (ADR) if available

Step 3: Small Claims Court (Money Claim Online)

Citizens Advice

https://www.citizensadvice.org.uk

Consumer helpline: 0808 223 1133

Small Claims (England & Wales)

https://www.gov.uk/make-court-claim-for-money

Keep all correspondence and evidence.