Repairs
Generally, it is the store’s responsibility to return products to the manufacturer for repair. This may include products that are under warranty.
If the store cannot arrange repairs (for example, because the manufacturer does not have the necessary parts) or cannot do so within a reasonable time, you can:
- have the product fixed elsewhere and claim reasonable costs from the store that sold you the product, or
- ask for a refund or replacement.
Example:
Several buttons came off Rohan’s new shirt due to poor stitching. The tailor who made the shirt could not supply matching buttons. Rohan is entitled to ask for a replacement or refund.
Replacements
If you are entitled to a replacement product, the store must provide a product that is identical, or of similar value. If this is not available, the store can choose to give you a refund or repair the product within a reasonable time.
Your refund and repair rights apply to the replacement product in the same way as the original product.
Example:
Maya buys a new mobile phone. Due to a problem, the store replaces it. If there is a problem with the replacement phone, Maya can take it back to the store. She has the same rights to a refund, replacement or repair as if it were a new mobile phone.
Who do I ask?
If you have a valid claim for a refund, repair or replacement, the store must handle your claim.
They generally cannot insist you deal directly with the manufacturer, even if your claim falls under a manufacturer’s warranty.
Last updated: 20/02/2012