Use this guide when an appliance, gadget or other product develops a fault and you are not sure whether to go to the shop, the manufacturer or a warranty provider. Have your receipt, any guarantee card and warranty documents ready.
Step by step
Know your three possible routes
Your legal rights under the Consumer Rights Act 2015 are against the retailer who sold you the item. A manufacturer's guarantee is an extra promise from the maker, on top of those rights. An extended warranty is a separate agreement, often a type of insurance, that you may have bought or been given.
Gather your paperwork
Find your receipt or bank statement showing the purchase date and seller. Look for the guarantee terms, which may be in the box, on a card or on the manufacturer's website, and check whether you needed to register the product. Find any warranty certificate and note its policy number and expiry date.
Describe the fault clearly
Write down what is wrong, when it started and what you have already tried, such as restarting or following the manual. Take a photo or short video showing the fault. Check the product is not affected by a recall, as that may give you a free fix.
Choose the easiest route
A manufacturer guarantee or warranty is often quickest for a free repair, especially if the maker collects the item. If the fault appears early or the guarantee has ended, your legal rights against the retailer may give you a better result. You can use your legal rights even if you also have a guarantee or warranty.
Make the claim
Contact the manufacturer or warranty provider using the method in its terms and quote the model, serial number and purchase date. Ask how long the repair will take and whether you will be charged for anything. Keep notes of every call and any reference numbers.
Escalate if refused
If a guarantee or warranty claim is refused, ask for the reason in writing and check it against the terms. You can still go to the retailer under the Consumer Rights Act, as your legal rights do not depend on the guarantee. For an insurance-backed warranty, you may be able to complain to the Financial Ombudsman Service once the provider has given its final response.
Ready-to-use checklist
- Receipt or proof of purchase
- Guarantee terms found
- Product registration checked
- Warranty certificate and expiry date
- Model and serial number noted
- Fault written down with photos
- Recall check done
- Claim reference numbers recorded
Practical tips
- Register new appliances with the manufacturer soon after purchase if the guarantee requires it.
- Before buying an extended warranty, check what the legal rights and the free guarantee already cover.
- Do not open or repair the item yourself during the guarantee, as it may void the cover.
Common problems
The shop tells you to contact the manufacturer instead.
Your legal rights are against the retailer, so you can politely insist that it deals with a fault covered by the Consumer Rights Act. You can still choose to use the guarantee if it is easier.
You cannot find the receipt.
A bank or card statement, email confirmation or order history in your account can usually show when and where you bought it. Some manufacturers also accept the registration record.
The warranty provider says the fault is accidental damage.
Check whether your plan covers accidental damage, and ask for the engineer's report in writing. If you disagree, complain formally and, for an insurance-backed plan, ask about the Financial Ombudsman Service.
This guide gives general information, not personal legal, financial or medical advice. Rules and prices change, so check the current position with the official service before acting.
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