Warranty

More information

• What is a warranty?

  A warranty is a promise from the company that what you buy will work for a certain period of time. The warranty can be provided by the company from which you purchased the product or service, or, for example, by the manufacturer.

  It is optional for a company to provide a warranty. Therefore, the company decides the terms. For example, the company can determine how long the warranty lasts and which parts of the product or service are covered.

  Product warranty

  During the warranty period, you can demand that the company fixes any issues covered by the warranty.

  Service warranty

  If the service you purchased was performed incorrectly, the company must fix the error free of charge during the warranty period.

  The company has the burden of proof

  The company has the burden of proof during the warranty period. This means that if they cannot disprove that it is a fault they are not responsible for, they must fix the fault. A warranty can therefore give you better rights than those you have under consumer legislation. According to the Consumer Sales Act, the burden of proof lies with the company for the first two years. According to the Consumer Services Act, the burden of proof always lies with you.

• How to use your warranty

  The company must give you written information on:

  • what the warranty includes
  • what it covers
  • what is required for you to be able to use the warranty
  • that your rights according to law are not affected.

  Complain to the company responsible for the warranty

  Do you want to complain about a product or service based on a warranty? Then you should contact the company responsible for the warranty

  During the warranty period, you have the right to demand the same measures that you are entitled to under the Consumer Sales Act.

  An exception is if you have purchased a product and the manufacturer of the product has provided the warranty. In that case, you can demand repair or replacement of the product from the manufacturer, unless otherwise stated in the warranty terms. If a price reduction or cancellation becomes relevant, you should contact the company from which you purchased the product with your claims.

  If a defect on your product is covered by the warranty, it must be fixed at no cost to you. You also have the right to receive compensation for extra costs you have because of the defect on the product. This may, for example, be expenses for travelling to the company.

  Does the company charge for a warranty service?

  If a company charges for a warranty measure, you can report the company to the Swedish Consumer Agency.

  Report to the Swedish Consumer Agency

• When the warranty does not apply

  The warranty does not always apply.

  For example, you cannot demand that the warranty applies when:

  • an accident occurred after you received the product
  • you have neglected the product or used it in an abnormal way
  • you have disregarded the care and service directions
  • the fault is due to normal wear and tear.

  It is the company that must prove that any of the above has actually occurred.

• Marketed warranty

  If a company markets its warranty with better terms than the warranty certificate you receive at the time of purchase, the marketed terms still apply. However, this does not apply if the company has managed to change the marketing before the purchase so that it matches the terms in your warranty certificate.

• The difference between a warranty and the legal right to complain

  A warranty and the legal right to complain are two different things that are sometimes mixed up. Both concern what you are entitled to if something you purchased is defective. The difference is that you always have the right to make a complaint. This is stated in the Consumer Sales Act. However, it is not certain that you will receive a warranty. Companies decide for themselves whether they want to offer a warranty or not.

  The warranty must not give you fewer rights than the law. For example, if you have a two-year warranty on a product and it breaks after that, you can still make a complaint for another year, as you have the right to make a complaint for three years according to the law.

  Right to Complain

  The right to complain means that you are legally entitled to complain about defects in a product or service you have purchased. It is always the company from which you bought the product that you should complain to.

  You have the right to complain about a defective product for three years. If you have purchased a service, you have the right to complain for three or ten years, depending on the type of service you purchased.

  Complain against a defective product

  Complain against a defective service

• Make a complaint to The National Board for Consumer Disputes (ARN)

  If you and the company cannot reach an agreement, you can file a complaint to the public authority The National Board for Consumer Disputes (ARN).

  ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.

  A normal processing time is approximately six months.

  What does it cost to file a complaint with ARN?

  It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favour.

  Requirements for ARN to be able to review your case

  • The company has either rejected your claims or has not responded within a reasonable time.
  • The amount you and the company disagree on is higher than ARN’s value limit for the area the case concerns. You cannot include the fee for filing a complaint with ARN.
  • You file the complaint within one year from the first time you complained to the company.

  Submit a complaint on ARN's website

  If you need help with your complaint

  Sometimes, the municipal consumer advisors can assist you in making a complaint to ARN.

  Settle the dispute in court

  You can also take your dispute with the company to court. You need to pay an application fee and may also have to pay for court costs

• Warranty when buying from a private individual - do you get to keep the warranty?

  It is not certain that you get to keep a warranty when you buy it from another private individual. Sometimes only the person who bought the product from the company can use the warranty. Whether you get to keep the warranty depends on the warranty terms.

  To determine what the rules are you need to read the warranty terms. If you do not have access to the terms, you can ask the company that originally sold the product if you can get them.

  If the seller has promised you a warranty and the company says no, you must direct your claims to the seller.

  The Consumer Sales Act does not apply to purchases between private individuals.

  Buying from a private individual