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Warranties

Statutory warranties

All goods and services have a statutory warranty.

As a minimum, all retailers, services providers and manufacturers must ensure that:

their goods and services are suitable for the purpose for which they are sold
products are not faulty
they perform services to an appropriate standard
all samples match the products they sell
they honour warranties
they make spare parts available for a reasonable time.

The trader you bought the product from must help you fix the problem. They must organise an exchange or refund, or negotiate with the manufacturer on your behalf.

If you believe you are entitled to a statutory warranty refund, you should:

stop using the product immediately
notify the appropriate person of the problem in person or in writing
take your receipt when returning the faulty product to the trader
ask for a receipt if you leave the product with trader for assessment
tell the trader you would like a refund
ask the trader to set a date for a proposed solution.

Manufacturer’s warranty

Manufacturers often provide a manufacturer’s warranty (also known as an express warranty) with their goods. This warranty is in addition to your statutory warranty. If you have a problem with a product that is not covered by the statutory warranty, check whether the manufacturer’s warranty will help you remedy the problem. In Queensland, express warranties must be in writing. The rights and responsibilities of both parties, for example relating to authorised repairers and transporting goods, will be detailed in the warranty.

If you think you are entitled to make a claim under an express warranty:

stop using the product immediately
notify the appropriate person of the problem in person or in writing
take your receipt when returning the faulty product to the trader
follow the requirements set out in the warranty
ask for a receipt if you leave the product with trader for assessment
ask the trader to set a date for a proposed solution.

Extended warranties

Many retailers offer for sale extended warranties when you purchase a new item. Consider carefully whether the additional cost is worth the expected benefit. If you purchase an extended warranty, this warranty is in addition to your statutory warranty.

Check the terms and conditions of extended warranties to ensure you don't unknowingly void your rights. Also check what the warranty does and does not cover, as it will differ between products and retailers.

Warranty claims

The warranty timeframes on goods purchased apply to the initial date of purchase of a product, and not from the date of the first repair or subsequent repairs. The warranty timeframes vary from one product to another. In the case of lay-by, the date of the initial purchase is when the final payment is made.

Traders are entitled to charge for services to products that are not covered by warranty. Always check before submitting an item for repair or service whether it is covered under warranty. If an item not under warranty is returned for service but no fault is found, a trader is entitled to charge you a fee for the service (due to the time taken to check the product). Always get a quote for servicing or repairs before submitting items.

Real life story

Read a real life story about getting a statutory warranty on all purchases.

Last reviewed 18/08/2009