{"id":4188,"date":"2019-05-13T12:20:19","date_gmt":"2019-05-13T10:20:19","guid":{"rendered":"https:\/\/bktkancelaria.pl\/?p=4188"},"modified":"2025-07-09T14:27:50","modified_gmt":"2025-07-09T12:27:50","slug":"gwarancja-i-rekojmia-czyli-prawda-i-mity-o-reklamacji-towaru","status":"publish","type":"post","link":"https:\/\/bktkancelaria.pl\/en\/warranty-and-guarantee-or-truth-and-myths-about-claiming-goods\/","title":{"rendered":"Guarantee and warranty - truth and myths about complaints about goods"},"content":{"rendered":"<p>A visit to the retailer in connection with faulty goods can often use up our reserves of patience and empathy towards another human being to no end, not to mention a nervous breakdown. We often wander around like a child in a fog, not being quite sure what claims we are entitled to for non-conformity of goods. What exactly should one do when making a claim with a seller?\u00a0<strong>Guarantee or warranty - which to choose?<\/strong>\u00a0How long do they last? And above all, in what situations will it be taken into account and what, if not recognised?<\/p>\n<p><em>Due to the amendment, which came into force in 2023, there has been a change in certain provisions, most notably the use of the Consumer Rights Act as a means of defining the customer's rights and requirements of the seller.<\/em><\/p>\n<p>I hope that my article will give us confidence. At the same time, it will equip you with the necessary knowledge and will not let you off the hook when making a complaint. It pays to know your rights.<\/p>\n<p>When we buy anything in a shop, we enter into a sales contract with the shop. The fact that we usually do not sign anything is irrelevant. Let us remember! A verbal contract is also a contract.<\/p>\n<h2 style=\"text-align: left;\"><strong>Guarantee and warranty - grounds for complaints when purchasing goods<\/strong><\/h2>\n<p style=\"text-align: justify;\">There are 2 bases for complaints about purchased goods:<\/p>\n<ul style=\"text-align: justify;\">\n<li>warranty claim and<\/li>\n<li>under warranty.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">In the following, I will try to outline the essential differences between a guarantee and a warranty. I will also point out their characteristics and their interdependence.<\/p>\n<h2><strong>Do you want to \"win\" a warranty or guarantee case independently and effectively? Read our e-book:<\/strong><\/h2>\n<p><a href=\"https:\/\/bktkancelaria.pl\/en\/downloads\/ebook-gwarancja-i-rekojmia\/\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-5559\" src=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png\" alt=\"\" width=\"592\" height=\"333\" srcset=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png 1024w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-150x84.png 150w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-500x281.png 500w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-300x169.png 300w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-768x432.png 768w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-200x113.png 200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-400x225.png 400w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-600x338.png 600w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-800x450.png 800w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1200x675.png 1200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook.png 1280w\" sizes=\"(max-width: 592px) 100vw, 592px\" \/><\/a><\/p>\n<h3 style=\"text-align: left;\"><strong>GUARANTEE (not always)<\/strong><\/h3>\n<p>The guarantee is provided by a so-called guarantor. This is not always the seller. Often the manufacturer also provides the guarantee.<\/p>\n<p>The guarantee conditions are indicated in the guarantee document. Complaints on this basis are made to the guarantor indicated in this document.<\/p>\n<p>Of course, it is not necessary to have a guarantee document in order to be able to make use of the guarantee. What is important, however, is that such a guarantee statement is received at all. It should be remembered that the granting of a guarantee by the guarantor is an expression of his goodwill. A guarantee may only be granted for specific components of the goods, e.g. a guarantee that does not cover the strap of a watch.<\/p>\n<h2 style=\"text-align: left;\"><strong>Duration of the guarantee<\/strong><\/h2>\n<p>Usually, we are entitled to a guarantee for a period of 2 years from the date of delivery of the goods. However, a different period may be specified in the guarantee statement.<\/p>\n<h3 style=\"text-align: left;\"><strong>Delivery of goods<\/strong><\/h3>\n<p style=\"text-align: justify;\">If we take advantage of the benefits of the guarantee, we often have to send the goods to the manufacturer or to another address indicated on the guarantee card. The costs of such delivery are covered by the guarantor, unless the goods are a four-door wardrobe, refrigerator or other large item. In such a situation, we should inform the guarantor of the defect and call on it to rectify the defect at the place where the goods are located.<\/p>\n<h3 style=\"text-align: left;\"><strong>Term of performance of the guarantor's obligations<\/strong><\/h3>\n<p>Repair or replacement of the goods shall be carried out within the period indicated in the guarantee statement. If no such time limit is indicated, the guarantor shall repair or replace the goods within 14 days after the defective goods have been delivered or the product has been made available on site.<\/p>\n<p>Important!<\/p>\n<p>The guarantee period starts anew after the repair or replacement of the goods. If an intrinsic part of the item has been replaced, the warranty period starts anew for this part. For other parts, the warranty period continues to run from the date of purchase of the goods.<\/p>\n<h3 style=\"text-align: left;\"><strong>Suspension of the warranty period<\/strong><\/h3>\n<p>It is important to note that if we exercise our rights under the guarantee, the time limit for exercising our warranty rights, as described below, is suspended from the date of notifying the seller of the defect. This means that although we address our claims under the warranty, for example to the manufacturer, we should also, preferably in writing, inform the seller of this fact, because only in this situation will it be possible to suspend the time limit for exercising warranty rights. Suspension extends the deadline by the duration of the warranty claim procedure.<\/p>\n<h2><strong>Do you want to learn how to make an effective complaint? Watch our free legal training:<\/strong><\/h2>\n<div class=\"video-container\"><iframe title=\"Academy of International Law - How to make an effective complaint?\" width=\"1170\" height=\"658\" src=\"https:\/\/www.youtube.com\/embed\/UKa_0ykyrbU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/div>\n<h2><\/h2>\n<h2 style=\"text-align: left;\"><strong>HANDLING (always)<\/strong><\/h2>\n<p>The warranty is governed by the provisions of the Civil Code. The person to whom we make a complaint is always the seller (shop).<\/p>\n<p>It is always up to the consumer to choose the legal basis for the complaint (warranty or guarantee)!<\/p>\n<p>We can complain about goods if they have a defect. That is, it does not comply with the contract we entered into. For example, if we have bought a jacket in which the material has come apart after the first washing). To complain about the goods means to demand from the other party that the goods are brought into conformity with the contract we entered into. Compliant means free from defect.<\/p>\n<p>Such restoration of the conformity of the goods with the contract may take place by:<\/p>\n<ol>\n<li>Replacement of the item with a non-defective item.<\/li>\n<li>Fixing things.<\/li>\n<li>Price reduction.<\/li>\n<li>Withdrawal from the contract, i.e. a refund for the goods combined with the return of the goods.<\/li>\n<\/ol>\n<h2 style=\"text-align: left;\"><strong>What defects result in the possibility of filing a complaint?<\/strong><\/h2>\n<p>There are two types of defects in goods:<\/p>\n<ul>\n<li>physical,<\/li>\n<li>legal.<\/li>\n<\/ul>\n<p>Physical defects of the goods are all those defects that make the goods not in conformity with the sales contract. This will include, for example:<\/p>\n<ul>\n<li>un-pressable button on the phone,<\/li>\n<li>a defective engine in a car if the seller assured you that it was functioning properly,<\/li>\n<li>'wool' quilt, which turned out to be a simple synthetic,<\/li>\n<li>A \"waterproof\" watch up to 30m that stopped working after I washed my hands in it,<\/li>\n<li>a situation where goods have been delivered incomplete, e.g. a laptop computer has been delivered without a charging cable, a phone without headphones.<\/li>\n<\/ul>\n<p>Legal defects, on the other hand, are those defects in the goods that cannot be seen. Nevertheless, they exist and give rise to a warranty claim against the seller. A thing will have a legal defect if:<\/p>\n<ul>\n<li>will be owned by another person who has not consented to the sale, or,<\/li>\n<li>when the property is encumbered by the right of a third party (pledge).<\/li>\n<\/ul>\n<p>The legal disadvantage in the case of the sale of rights (copyright, programme licence) will be their non-existence.<\/p>\n<h2 style=\"text-align: left;\"><strong>Guarantee and warranty - replacement, repair or cashback?<\/strong><\/h2>\n<p>If we notice that an item we have purchased has defects, we should inform the seller of this, indicating our demands as mentioned above.<\/p>\n<p>Unfortunately, the freedom of choice is limited by the legislator through the seller's counter rights. We can only demand a price reduction or a refund of the purchase price if:<\/p>\n<ul>\n<li><em>the trader has failed to bring the goods into conformity with the contract;<\/em><\/li>\n<li><em>the trader has refused to make the goods conform with the contract by repairing or replacing them;<\/em><\/li>\n<li><em>the lack of conformity of the goods with the contract is such as to justify either a reduction in price or withdrawal from the contract without repair or replacement;<\/em><\/li>\n<li><em>the non-conformity of the goods with the contract continues even though the trader has tried to bring the goods into conformity with the contract;<\/em><\/li>\n<li><em>it is clear from the trader's statement or the circumstances that he will not bring the goods into conformity with the contract within a reasonable time or without undue inconvenience for the consumer.<\/em><\/li>\n<\/ul>\n<p><em>In addition, in the case of a guarantee, a product that has already been replaced or repaired may be subject to arrangements in the guarantee agreement under which the consumer will not be entitled to claim a refund.<\/em><\/p>\n<p>Important!<\/p>\n<p>The buyer cannot withdraw from the contract if the defect is immaterial. For example:<\/p>\n<ul>\n<li>a broken remote control in a purchased television, or<\/li>\n<li>burnt-out light bulb in the car.<\/li>\n<\/ul>\n<p>The situation is different in the case of a consumer sale. In this case, one of the parties to the contract is the trader, e.g. a shop, and the other is the individual (consumer). The consumer can choose between having the item repaired or having it replaced with a new one,. Regardless of how the seller proposes. The exception would be if the consumer's chosen method of bringing the item into conformity with the contract would involve:<\/p>\n<ul>\n<li>with excessive costs or<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">was not feasible, e.g. we request a replacement, but the manufacturer has already withdrawn a particular model of the phone from sale.<\/p>\n<p><a href=\"https:\/\/bktkancelaria.pl\/en\/downloads\/ebook-gwarancja-i-rekojmia\/\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-5559\" src=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png\" alt=\"\" width=\"592\" height=\"333\" srcset=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png 1024w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-150x84.png 150w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-500x281.png 500w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-300x169.png 300w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-768x432.png 768w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-200x113.png 200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-400x225.png 400w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-600x338.png 600w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-800x450.png 800w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1200x675.png 1200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook.png 1280w\" sizes=\"(max-width: 592px) 100vw, 592px\" \/><\/a><\/p>\n<h2 style=\"text-align: left;\"><strong>Guarantee and warranty - what is the time limit for making a complaint?<\/strong><\/h2>\n<p>The period of the seller's liability under the warranty is 2 years from the delivery of the goods. The exception is real estate. Here, the period is 5 years (defects are reported to the developer).<\/p>\n<h3 style=\"text-align: left;\"><strong>Knew-didn't-tell- deceitful concealment of a defect<\/strong><\/h3>\n<p>If the seller deceitfully concealed the defect, i.e. knew about the defect of the car being sold, but in order to sell it quickly concealed the engine defect from the buyer, a complaint can be filed regardless of the time at which the defect was discovered.<\/p>\n<p>We are often confronted with situations in which we sell damaged goods, including vehicles. Of course, it is clear that if the buyer was aware of the defect at the time of sale, he cannot subsequently make a warranty claim for this reason. On the other hand, he can claim the goods due to another defect that has arisen within the above-mentioned periods, of which the buyer was not informed at the time of purchase.<\/p>\n<p>The period during which the defect was discovered is one thing, the period for making a claim is another.<\/p>\n<p style=\"text-align: justify;\">If the seller is liable for defects in the goods for two years from the delivery of the goods, and we notice the defect in the 24th month after receiving the goods (e.g. 14 June 2018), we still have 12 months (14 June 2019) to report such a defect. Thus, the period in which we can complain about the goods will in this case extend by a whole 12 months. Of course, it is worthwhile to make a complaint without waiting that long. Nevertheless, in some situations, the possibility of asserting one's warranty rights even one year after the discovery of the defect may help to save having to purchase new equipment.<\/p>\n<p style=\"text-align: justify;\">\n<h2 style=\"text-align: left;\"><strong>Guarantee and warranty - how to make a claim?<\/strong><\/h2>\n<p>Certainly, the written form is the most advisable form, although you can of course do this by taking the faulty product to the shop (if possible) and filling in the so-called complaint card. However, it is advisable to make sure that the receipt of the faulty product is noted, as well as the content of the request (replacement, repair, price reduction, cash refund). An important element of filing a complaint is to prove that the goods were purchased from the seller with whom you are filing a complaint.<\/p>\n<p>It doesn't have to be a receipt!<\/p>\n<p>There is a persistent myth that you need a receipt to make a claim. Well, you do not need one. Nevertheless, we need to demonstrate with something that the purchased goods came from the shop in question. This could be for example:<\/p>\n<ul>\n<li>statement of the account from which we paid for the goods,<\/li>\n<li>witnesses who accompanied us on our shopping trip,<\/li>\n<li>emails with correspondence from the seller.<\/li>\n<\/ul>\n<p>The retailer does not have the right to make acceptance of a complaint conditional on us having a receipt.<\/p>\n<h2 style=\"text-align: left;\"><strong>Guarantee and warranty - Claims processing time<\/strong><\/h2>\n<p>The time limit for dealing with a complaint is 14 days. Within this period, the seller should inform the buyer of his position. If he does not do so within this period, it will mean that the complaint has been accepted. Even if, in fact, the defect in the goods was the fault of the buyer. For this reason, it is advisable to ask for a confirmation of acceptance of our claim by the seller in order to avoid any doubt as to when exactly the claim was made. The time of 14 days is the time within which the buyer should be informed of the seller's position, not the time when the response only came from the seller.  A negative response from the seller in respect of the goods complained of opens the way for us to pursue our complaint claims in court.<\/p>\n<p>With such a body of knowledge about complaints and knowing one's rights in this area, one will certainly be able to get through more than one complaint procedure. We hope that there will be as few of these as possible. It is worth knowing your rights in order to oppose uninformed sellers or those who think they know everything better than you. Let us take care of ourselves and our legal awareness, because, as the basic principle of law says: ignorantia iuris nocet - ignorance of the law harms.<\/p>\n<p><a href=\"https:\/\/bktkancelaria.pl\/en\/downloads\/ebook-gwarancja-i-rekojmia\/\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-5559\" src=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png\" alt=\"\" width=\"592\" height=\"333\" srcset=\"https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1024x576.png 1024w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-150x84.png 150w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-500x281.png 500w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-300x169.png 300w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-768x432.png 768w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-200x113.png 200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-400x225.png 400w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-600x338.png 600w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-800x450.png 800w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook-1200x675.png 1200w, https:\/\/bktkancelaria.pl\/wp-content\/uploads\/2019\/05\/BKT-Ebook.png 1280w\" sizes=\"(max-width: 592px) 100vw, 592px\" \/><\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Wizyta u\u00a0sprzedawcy w\u00a0zwi\u0105zku z\u00a0wadliwym towarem potrafi niejednokrotnie wykorzysta\u0107 do\u00a0ko\u0144ca nasze pok\u0142ady cierpliwo\u015bci i\u00a0empatii wzgl\u0119dem drugiego cz\u0142owieka, o\u00a0rozstroju nerwowym\u00a0nie wspominaj\u0105c.\u00a0Cz\u0119sto b\u0142\u0105dzimy jak dziecko we\u00a0mgle nie\u00a0b\u0119d\u0105c do\u00a0ko\u0144ca przekonanym, jakie roszczenia przys\u0142uguj\u0105 z\u00a0tytu\u0142u niezgodno\u015bci towaru z\u00a0umow\u0105. Co\u00a0dok\u0142adnie nale\u017cy uczyni\u0107 zg\u0142aszaj\u0105c reklamacj\u0119 u\u00a0sprzedawcy?\u00a0Gwarancja czy\u00a0r\u0119kojmia \u2013 co\u00a0wybra\u0107?\u00a0Jak d\u0142ugo trwaj\u0105? A\u00a0przede wszystkim, w\u00a0jakich sytuacjach zostanie uwzgl\u0119dniona i\u00a0co, w\u00a0przypadku jej\u00a0nieuznania? W zwi\u0105zku [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4189,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[82],"tags":[],"ppma_author":[237],"class_list":["post-4188","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-klienci-indywidualni"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gwarancja i r\u0119kojmia - czyli prawda i mity o reklamacji towaru<\/title>\n<meta name=\"description\" content=\"Niekiedy reklamacja towaru przysparza nam wielu problem\u00f3w. Gwarancja czy r\u0119kojmia? 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