Getting the best value for the money we spend is every consumer’s main objective when making a purchase.
We all wish that the products we buy to last for long. Hence, when we see a product advertised with a lifetime guarantee, we may think that we cannot invest our money in a better product. Unfortunately, this may not always be the case.
To make an informed buying decision, before concluding the purchase, we should request the seller to provide us with the guarantee’s terms and conditions. In these conditions we should find information on the definition of the lifetime guarantee, what it covers and for how long.
In most cases, the word ‘lifetime’ refers to the product’s lifetime, thus the number of years the product is reasonably expected to last. If this is the case and the guarantee’s document does not specify the amount of time the guarantee covers the product, then we should ask the seller how long the product is expected to last. It is in the best interest of both consumers and traders that the actual time-frame is stated in the guarantee.
A lifetime guarantee may also refer to the product’s ownership, which would mean that the guarantee remains valid as long as the original customer owns it.
In such situations, if the guaranteed product is sold or passes on to a new owner, the latter cannot claim any free remedies. When this is the case, the condition that the guarantee is not transferable should be clearly written down on the commercial guarantee’s certificate.
The commercial guarantee should also stipulate the remedies it commits to provide should something go wrong. Does it repair the defective product or does it offer a replacement?
If any parts of the product are excluded by the guarantee, this should also be clearly specified in its terms and conditions. The person responsible for the guarantee and how to contact him must also be written down on the guarantee. While the law gives us the right to be provided with this information, it is our responsibility to read and understand the conditions of the guarantee before concluding a purchase.
As consumers, we should also make sure that the promised lifetime guarantee is given to us in writing and that the documentation includes all the conditions that regulate the use of the guarantee.
Lifetime guarantees can be different from, or less than what we think. The best advice is to read the fine print before we buy.
This is especially so if we are basing our buying decision on the fact that we are being promised a lifetime guarantee.
odette.vella@mccaa.org.mt
Odette Vella is director, Information, Education and Research Directorate, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.