FAQ: Warranty and guarantee

Warranty

Warranty is a legally prescribed period, which is 2 years for consumers (1 year for business customers). The defect must have already existed at the time of delivery of the purchased item. Within the first 6 months, it is generally assumed in favor of the consumer that the defect existed from the beginning (unless the type of defect excludes this). After that, the buyer must provide proof.

In the case of a warranty, the consumer has the choice of subsequent performance: they can demand the removal of the defect (repair) or the delivery of a defect-free item (replacement). This replacement can be of the same age and does not have to be brand new; it only needs to function properly. In both cases, the seller must be given a reasonable period to carry out the subsequent performance. For business customers, the seller chooses the type of subsequent performance.

A rescission (withdrawal from the purchase contract) or reduction (of the purchase price) is only possible if the seller refuses the subsequent performance, after a deadline has expired, or after two unsuccessful attempts at subsequent performance.

If the buyer withdraws from the contract in the above cases, they may be required to compensate for the value of use (usually only after at least 6 months), i.e., to reimburse the benefit of use from the time of purchase until the withdrawal. This is usually achieved by reducing the credit or applying a depreciation credit.

Excluded from warranty regulations are:

• Wear and tear from normal use
• Defects that were already known to the buyer at the time of purchase
• Customer’s own fault (e.g., improper handling, incorrect storage, etc.)

In the case of a warranty, the seller is the contractual party and point of contact.

Guarantee

A guarantee is a voluntary service provided by the manufacturer and varies depending on the manufacturer and product. The guarantee conditions and the requirements for making a claim under the guarantee can be found on the respective manufacturer’s website.

The manufacturer’s guarantee usually ranges from 6 months to several years. We can only provide specific information depending on the item. Usually, the guarantee period and conditions are listed in the manual or guarantee documents included with the item. Alternatively, you can inquire directly with the manufacturer or usually check on their website. Information is often also provided on our website in the relevant product description. Please note that the guarantee may be very limited or not granted at all for consumable items. Once the guarantee period has expired, goodwill solutions are more likely if the buyer contacts the manufacturer directly.

Thus, a guarantee is much broader than a warranty, as it is usually longer than the warranty and covers not only defects present at the time of purchase but also any defects that occur during the entire guarantee period.

Guarantee conditions are not legally regulated, so the manufacturer can largely interpret them freely. As a retailer, we have no influence on the manufacturer’s guarantee terms. Your statutory warranty rights are not limited by an additional manufacturer’s guarantee.

Manufacturers offer different types of services: on-site service, direct replacement, pick-up & return, bring-in, etc. Information on this can be found in the guarantee documents or by contacting the manufacturer directly.

In the case of a guarantee, the manufacturer is the contractual party and point of contact.