Guides / Warranty claim

Product broke under warranty? How to get it repaired, replaced, or refunded

When something you bought breaks while it is still under warranty, a clear written claim is usually the fastest way to get it fixed, replaced, or refunded. Here is what federal law requires and what to put in your letter.

1. Read the warranty and gather your proof

Find the written warranty (the box, the manual, or the maker's website) and check how long it lasts, what it covers, who you have to contact, and what the company promises to do: repair, replace, or refund. Gather your receipt or order confirmation, the serial number, photos or video of the problem, and the dates it started and any earlier repair attempts.

The FTC explains what to look for in its consumer guide to warranties.

2. Contact the seller first, then the manufacturer

Start with the store or website you bought from, since many will swap a defective item quickly. If the seller won't help, write to the manufacturer at the address listed in the warranty. Sending the letter by certified mail with a return receipt proves the company got it. Keep notes of every call: the date, the person you spoke to, and what they said.

3. Know what the law requires

Under the federal Magnuson-Moss Warranty Act, a company that gives a “full” written warranty must fix a defective product within a reasonable time and without charge, and if it still doesn't work after a reasonable number of repair attempts, it must let you choose a refund or a free replacement. A “limited” warranty only has to do what it says, but a company that gives any written warranty can't disclaim the implied warranties state law gives you, though it may limit how long they last to the length of the written warranty. A manufacturer also generally can't make coverage depend on using its own brand of parts or service unless it provides them for free.

Read the law itself: 15 U.S.C. §2304 (full warranty standards) and 15 U.S.C. §2308 (implied warranties), and the FTC’s Businessperson’s Guide to Federal Warranty Law.

4. Send a written warranty claim

Describe the product, when and where you bought it, the defect, and when it started. Say that it is covered by the warranty, list any earlier repair attempts, and ask for a specific remedy (repair, replacement, or refund) by a clear deadline such as 14 days. Enclose copies, never originals, of your receipt, the warranty, and your photos.

5. Escalate if the company won't honor it

If the warranty names an informal dispute program, you may have to use it first. You can also ask your credit card issuer whether a dispute or the card's extended-warranty benefit applies, report the company to the FTC and your state attorney general, or file in small claims court for the cost of repair or replacement.

ReportFraud.ftc.gov · find your state consumer office · small claims demand letter guide

What your letter should include

• Your name, address, email, and phone number
• The product name, model, and serial number
• Where and when you bought it, and the price you paid
• The warranty type and length (for example, “one-year limited warranty”)
• What's wrong, when it started, and that you used it normally
• Any earlier repair attempts, with dates and claim or ticket numbers
• The remedy you want (repair, replacement, or refund) and a clear deadline
• A list of enclosed copies: receipt, warranty, photos or video, and earlier messages

Keep a copy of everything you send, and note the date you sent it.

Sample letter

Adapt this to your situation. Replace everything in [brackets] and remove anything that does not apply.

[Your Name]
[Your Address]
[Email] · [Phone]

[Date]

[Manufacturer or Seller Name]
Attn: Warranty Claims / Customer Service
[Address from the warranty]

Re: Warranty claim for [product, model #], serial #[number]

Dear Warranty Department,

On [purchase date], I bought a [product and model] from [store or website] for $[amount]. It is covered by your [length] [full / limited] warranty.

On [date], the product stopped working properly: [describe the defect, for example "the compressor shuts off and the freezer no longer gets cold"]. I have used it normally and according to the instructions. [I reported the problem on [date] (claim #[number]), and a repair on [date] did not fix it.]

Under the terms of the warranty, please [repair the product at no charge / replace it / refund the $[amount] I paid] within [14] days of this letter. [Because the product still has the same defect after [number] repair attempts, I am asking for a refund or a replacement.]

If I do not hear from you by [deadline], I will file complaints with the Federal Trade Commission and my state attorney general and consider small claims court.

Copies of my receipt, the warranty, and photos of the problem are enclosed.

Sincerely,
[Your Name]

Frequently asked questions

The warranty ran out while they were still fixing it. Am I covered?

According to the FTC, if you report a defect during the warranty period and the product isn't fixed properly, the company must correct the problem even if the warranty expires before the repair is done. That is one more reason to report problems in writing and keep a dated copy.

There's no written warranty. Do I have any rights?

Often, yes. State laws create implied warranties: the warranty of merchantability (the product does what it's supposed to do) and the warranty of fitness for a particular purpose (when you relied on the seller's advice that it suited a specific job). They apply unless the seller clearly sold the item “as is” or with a written no-warranty notice, where state law allows that. In some states implied warranties can last up to four years.

Can they void my warranty because I used a third-party repair shop or parts?

Generally, a manufacturer can't require you to use specific brand-name parts or services to keep your warranty unless it provides them for free or has an FTC waiver. It can still refuse to cover damage that the outside repair or part actually caused.