Whenever you purchase goods, the merchant or manufacturer can offer you a warranty free of charge. This is called a "conventional warranty."

How to have the merchant or manufacturer warranty applied

If your item is covered by a warranty from the merchant or manufacturer, you must follow certain steps to enforce your rights. In particular, you will have to ask the merchant or manufacturer to repair the item or obtain their authorization to have it repaired.

You must show that:

  • the problem prevents you from using the item normally;
  • you have used or maintained the item normally, in accordance with the manufacturer's recommendations or the warranty's terms and conditions.

What if the merchant or manufacturer refuses to apply the warranty? First, try to come to 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, warranties and non-conformity of goods or services. The Download an information kit page provides all the information you need.

Exclusions

Any warranty exclusions must be clearly indicated by the merchant or manufacturer. Some manufacturers apply the warranty on the condition that you purchased the item from a certified merchant. If you purchased the item from an uncertified merchant, that merchant must notify you in writing, before the transaction is finalized, that the manufacturer's warranty does not apply. If the merchant fails to notify you of that fact, they will have to apply the warranty at their own expense, if applicable.

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Last update : April 14, 2020

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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.