Complaint claim

What it means

A warranty claim is the exercise of rights arising from liability for defects in goods or services. The buyer notifies the seller that the item is defective and asks for a remedy, usually repair or replacement, or for significant or repeated defects a price reduction or withdrawal from the contract.

For consumer sales the law sets a warranty period and a procedure for handling claims. The seller must accept the claim, issue a confirmation and resolve it within a statutory period, usually 30 days. If that period passes, the consumer has the same rights as for a defect that cannot be remedied.

Between businesses, claims are governed by the Commercial Code and the contract. The deadlines for notifying defects are shorter, and the buyer must inspect the goods and report defects without undue delay or risk losing its rights.

How it works in practice

For clients with an online shop or store we prepare complaints rules as part of the terms and conditions: where and how to claim, what documents to attach, how the assessment works and when the customer will get an answer. Keeping a register of claims is mandatory and inspectors check it.

In the books, an accepted claim is reflected according to how it is resolved. For a refund or price reduction we issue a credit note and correct the VAT, for a replacement we record the stock movement, and for a repair the service costs. Goods returned to the supplier under a claim are tracked until it is resolved.

For products with higher failure rates we recommend a provision for warranty repairs based on past experience. Warranty costs then belong to the period of sale, not to the year the fault appears.

What to watch out for

Rejecting a claim without an expert assessment, or handling it late, is among the most common breaches for which inspectors impose fines. Where in doubt, it is better to obtain an assessment than to risk a dispute and a penalty.

A warranty claim and withdrawal from a distance contract are different rights. A consumer returning goods within the withdrawal period need not give a reason or prove a defect. Confusing the two in communication with customers leads to complaints.