When you purchase a product, the merchant or manufacturer can offer you a warranty free of charge. This is called a "conventional warranty.”
Contents of the warranty
If a document detailing the warranty exists, you should request a copy. Otherwise, you can ask the merchant to send this information to you by e-mail, for example.
How to file a warranty claim
If the product you purchased is covered by a merchant or manufacturer warranty, you must follow certain steps to enforce your rights. For example, you will need to ask the merchant or manufacturer to repair a product or to obtain the authorization to have it repaired yourself.
Furthermore, you must demonstrate that:
- the problem prevents you from using the product as it was meant to be used;
- the product was used and maintained normally, in accordance with the manufacturer’s recommendations or the terms of the warranty.
If the merchant or manufacturer refuses to honour the warranty, you should first try to reach an agreement.
Tools made available by the Office
To help you resolve your problem, the Office has made various tools available to you. First, refer to the Resolve a problem with a merchant section, which presents the various steps to follow. Among other things, you will find suggestions on negotiating with a merchant in order to reach an agreement.
The Office also makes available information kits tailored to problems of an exclusively civil nature. They cover reasonable durability of goods, deliveries and non-conformity of goods or services. The Download an information kit page provides all the information you need.
Any exclusion to the warranty must be clearly stated by the merchant or manufacturer. Some manufacturers will only honour the warranty if the product was purchased from a certified merchant. If you buy the product from non-certified merchant, the merchant must state in writing, before the transaction is finalized, that the manufacturer’s warranty does not apply. A merchant who fails to do so will be required to honour the terms of the warranty and cover any expenses incurred.
Additional warranties offered by phone or by mail
Before offering you the chance to purchase an additional warranty by phone or by mail, a merchant must provide specific information. For example, they must inform you of existing legal warranties offered for free by the manufacturer and disclose their duration. For more information about the merchant’s obligations, see Being aware of legal warranties.
Last update : May 2, 2022
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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.
You can reach one of our customer service officers by telephone or in writing using our information request form.