Lessons about warranty of quality and right of return

The annual report of the Consumer Goods and Services Ombud (CGSO) also contains two important lessons on warranty of quality and your right to return goods.

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According to the report, a consumer noticed that the washing machine she bought was leaking after some time, which clearly demonstrated a defect.

The consumer contacted the store where she bought the washing machine and asked for a replacement or a full refund. However, the store rejected her claim on the basis that a third party, who was not authorised by the store, worked on it in an attempt to detect the fault.

According to the supplier's warranty terms and conditions, engaging a non-authorised technician during the warranty period constitutes a breach of the policy. As a result, the supplier did not honour the claim.