Questions and answers about warranties.

There is more than one type of warranty, but the one commonly understood as a "warranty" is the legal guarantee, which is so called because it is provided for by law. The legal guarantee lasts 2 years and is handled by the seller in cases where the product it sold has conformity defects, or breaks down through no fault of the buyer, during the warranty period.

If you are a Garanteasy member, you can do so through the procedures set out on the Site. In general, you can approach the seller by presenting your proof of purchase, or the manufacturer in the case of a commercial guarantee.

Ideally yes, and even better if you use Garanteasy, which is designed for exactly this. But to make a warranty claim you can also use other proof of purchase.

The receipt is the simplest method, but you can also enforce the legal guarantee with other proof of purchase, such as receipts, invoices, or debit card or credit card slips.

A return is your right to change your mind about a product you have bought. Generally you have 14 days to return something you bought online or at a distance. A warranty, on the other hand, is your right to the repair, replacement or refund of the price of a faulty product. There are several types of warranty, including the seller's legal guarantee and the manufacturer's commercial guarantee.

It is an additional paid service offered by the seller or the manufacturer that gives you longer or broader cover against defects or damage to the product.

Every product sold has a conformity sheet that sets out its features and functions. An individual product that, for various reasons, does not meet one or more of the stated features has a conformity defect.

Before asking for a replacement you normally have to request a repair first, and only if this proves impossible can you ask to return the item in order to obtain a replacement or, in some cases, a refund of the price.

Yes, items you buy online are subject to the same forms of warranty as those bought in a physical shop.

The buyer, although in some cases it is the seller who covers the cost of returning the product. If, however, you have to return a product because it has a manufacturing defect, it is always the seller who must pay the shipping costs.

There is no set time limit; it depends on many factors (product, service centre, defect, etc.). In any case, the length of the repair must not harm you or cause you problems.

A product is non-conforming when it does not have the functional and aesthetic features typical of that product. A product is faulty when it has at least one defect, which could be due to poor construction, or for example to damage in transit.

It depends: if the car was repaired during the legal guarantee period, the replaced part will not be covered by a new warranty. If, on the other hand, the replacement was made out of warranty and paid for, the part has a two-year warranty if it is new and a one-year warranty if it is used.

If the seller is responsible for installing the product, the warranty also covers problems found at this stage, so you can request service under the warranty.

No. A refund is a secondary remedy, available only where repair or replacement: 

• are impossible or excessively costly;

• have not been carried out by the seller within a reasonable time;

• have caused the consumer significant inconvenience.
In addition, a minor conformity defect does not give the right to rescind the contract.

With the legal guarantee, there is a "reversal of the burden of proof" principle, under which, for the first six months after the product is purchased, it is the seller and not the customer who must prove that the defect exists in the product.

The seller of any new product, except for perishable goods, including water, gas and fuel, must always give you the legal guarantee on the product sold.

Of course. You can use any proof of purchase, although it is always wise to keep the receipt. If you don't want to risk losing the receipt again, use the Garanteasy service!

Yes, if the repair is carried out at a service centre authorised by the seller or the manufacturer. Otherwise, there is a risk that the manufacturer or seller will refuse to honour it because the product appears to have been tampered with and altered.

Certainly. Even during the end-of-season sales (winter or summer), products are always covered by the legal guarantee and by any commercial guarantee.

The legal guarantee does not cover accidental damage, that is, damage from drops, liquid or dents. Such damage is generally covered by extensions.

If it is not too costly for the seller, yes. If, however, the defect can be eliminated with a repair without compromising the product in any way, you will have to accept this remedy.

Absolutely yes, both the legal guarantee provided by the seller and the manufacturer's commercial guarantee.

It depends. If the technical service centre is linked to the seller, that's fine. If, however, the seller's intention is to avoid taking responsibility for the legal guarantee by leaving the customer to fend for themselves, then you should take the product back to the shop and remind the seller that it is their job to deal with the problem.

Yes, the warranty on spare parts lasts 2 years because they are new.

The till receipt and the sales receipt are both issued to private customers (without a VAT number). The till receipt is simpler and does not contain your tax details. The sales receipt contains your tax details and other information describing what was purchased. The till receipt and the sales receipt are each equally valid for the warranty.

Yes, of course. The warranty is given by the seller and, if it has not yet expired, you can also enforce the manufacturer's warranty.

If your product has a manufacturing or operating defect and is covered by the legal guarantee, you don't have to pay anything because all the costs are borne by the seller. However, it can happen that the seller asks the customer to pay the shipping costs in advance, which will not be refunded if the product was damaged by the customer.

If the washing machine is still covered by the legal guarantee, you should contact the seller, who will give you all the information you need. If the technician (appointed by the seller) tells you there is no defect or that you damaged the washing machine yourself, then you have to pay for their visit. If more than two years have passed since you bought the washing machine, you can try contacting the manufacturer or a service centre it recommends.

Yes, if you buy with an invoice the warranty lasts 12 months. For example, if you are a tradesperson who needs to buy machinery, or a freelancer who buys a printer for your office.

If the faulty product is covered by the legal guarantee, the seller pays the shipping costs. In the case of a commercial guarantee, the manufacturer pays them only if the guarantee provides for it.

The legal guarantee is granted by law by the seller. The commercial guarantee is granted by the manufacturer, but it is discretionary, that is, not compulsory; "commercial guarantee" and "conventional guarantee" are two names for the same thing.

The seller is probably denying you the legal guarantee because you damaged the product yourself, even unintentionally. If that is not the case, we recommend you turn to a lawyer or a consumer association.

If the product can be repaired, this is normally the first solution offered to you. If it cannot be repaired, you are left only with replacement or, in some cases, a refund of the price. As a general principle, the remedy chosen is the one least burdensome for the seller while still eliminating the defect, provided the buyer suffers no inconvenience.

Absolutely yes. If the legal guarantee has expired, you also have the manufacturer's commercial guarantee at your disposal.

The manufacturer is the one who makes the goods (for example the appliance) and may, at its discretion, grant a commercial guarantee. The seller is the one (shop or e-commerce site) that sells the product through its sales channels. The manufacturer can also be the seller.

You can try asking for a second repair or a replacement of the faulty product. In any case, you can only ask for a refund of the price if the previous repair or replacement remedies caused you problems or you had to wait too long to obtain them.

The Italian Consumer Code is a consolidated law that brings together all the legislation relating to consumers.

It is someone who buys a product for personal and not professional use.

Of course. You are entitled to a warranty for defects in the item sold, which lasts 12 months. You can ask for a reduction in the price or a full refund of it, but you must report the defect to the seller within 8 days of discovering it. If it has not yet expired, you can also enforce the manufacturer's commercial guarantee.

Yes, of course.

Try chasing up the seller, and if the matter is not resolved within a few days, ask for a replacement of the faulty product. If a replacement proves impossible or excessively costly, you can ask for a full or partial refund for the product in question.