Q: A year ago, I purchased a domestic appliance from a UK seller and brought it to Malta. This product carries a five-year commercial warranty. When I communicated with the product’s manufacturer about the warranty, I was assured that should something crop up during the warranty period, I would be able to fix the appliance free of charge through the local agent. However, when I contacted the local agent, the latter told me they do not cover warranty terms for appliances not purchased from the local company. I would like to know what rights I have in this situation.

A: Upon purchasing the domestic appliance from the foreign seller, you should have been provided with the guarantee’s certificate that includes the terms and condition of the commercial guarantee. If you were provided with such documentation, you should have in writing the territorial scope of the guarantee and hence if you were given an international warranty, it should specify that the local agent is responsible to provide a remedy should the need arise. If you have such a guarantee, you may insist with the local agent that he should honour the international warranty. If the local agent refuses, then you can file a complaint with the Office for Consumer Affairs.

On the other hand, if the UK seller did not give you an international warranty, then the local agent cannot be obliged to honour a guarantee he has not given you. In this case, you will need to revert back to the original seller, explain the problems you are encountering and then request a free remedy, as per guarantee. If in such a scenario you do not manage to reach an amicable solution, then you can file a complaint against the UK seller with the European Consumer Centre Malta.

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