Returns and refunds, warranties and complaints

Generally speaking, guarantees are offered by manufacturers of products. They are free of charge but legally binding under the Consumer Rights Act 2015.

In law, a guarantee is considered to be "an agreement to provide some benefit for a set period of time in the event of the goods or services being defective". For example, a vacuum-cleaner manufacturer will usually offer a guarantee with their products that, for a year or more, they will carry out free repairs for problems caused by a manufacturing defect.

It's important to remember that manufacturers' guarantees are in addition to your statutory responsibilities as a supplier under the Consumer Rights Act. A supplier cannot, for instance, refuse to deal with a customer's complaint about a faulty product simply on the grounds that the product is outside its guarantee period.

In law, a supplier is still liable for any breach of contract - for example, if the goods are not fit for their purpose, or of satisfactory quality - for a period of up to six years.