When a store refuses to accept defective appliances, demands that you deal exclusively with the manufacturer, or promises to repair the device for months, such situations may violate consumer rights under Ukrainian law. The Law of Ukraine "On Consumer Protection" clearly defines who is responsible for product quality, the timeframe for eliminating defects, and under what conditions a consumer has the right to demand an exchange, replacement, or refund. We break down the main rules that protect buyers when purchasing a refrigerator, washing machine, dishwasher, TV, vacuum cleaner, and other appliances.
What Is a Warranty and Who Is Responsible for It
A warranty is an obligation by the manufacturer, seller, or other authorized person to ensure the proper operation of the product for a specified period. If the equipment fails during this time due to a manufacturing defect, the consumer has the right to free repair or other statutory remedies. The main rules are established by Article 7 of the Law of Ukraine "On Consumer Protection," and the warranty period is specified in the technical passport or other document attached to the product. Important: the warranty applies not only to the main device but also to its components, and as a general rule, the warranty period for components cannot be shorter than that for the product itself.
The Seller Cannot Shift Obligations to the Manufacturer
A common practice where a store refuses liability by claiming that the warranty is provided exclusively by the manufacturer is not supported by law. The legislation establishes the seller's responsibility for accepting substandard goods and satisfying the buyer's legitimate demands. This means that if a refrigerator stops cooling, a washing machine won't start, or a vacuum cleaner breaks down within the warranty period, the buyer has the right to contact the seller directly with a demand to resolve the issue.
What Demands Can Be Made When a Defect Is Discovered
According to Article 8 of the Law "On Consumer Protection," if defects are found in a product, the consumer may demand free repair, replacement with a product of proper quality, a proportional price reduction, or a refund of the amount paid. However, not every malfunction automatically grants the right to terminate the contract and claim a refund: a regular breakdown that can be resolved through warranty repair does not in itself mean the store is obliged to return the money immediately.
Significant Defect: When a Refund Is Permitted
The situation changes if a significant defect is identified. In such cases, the buyer can demand contract termination and a refund or replacement with the same or a similar product. A significant defect is considered one that makes it impossible or unacceptable to use the product for its intended purpose, arose through the fault of the manufacturer or seller, and reappears after repair for reasons beyond the consumer's control. It is this distinction that determines whether a buyer is limited to a free repair or can demand a refund.
Timeframe and Cost of Warranty Repair
Warranty repair must be completely free of charge for the buyer: this applies not only to the labor of technicians but also to the necessary materials and components. Under Article 8 of the Law, defects must be eliminated within 14 days from the date the product was presented or within another agreed-upon timeframe. The store or service center cannot independently set an unlimited waiting period by citing a lack of parts or heavy workload of technicians. In addition, the time the product spends in warranty repair is not counted toward the warranty period — it is extended for the period during which the buyer could not use the appliance due to the malfunction.
Delivery of Large Appliances and Exchange of Working Goods
As the State Prodpotrebsluzhba explains, if large appliances or devices weighing more than five kilograms are involved, the delivery of the goods to the seller or enterprise performing warranty repair, as well as their return to the buyer, must be organized at the expense of the seller, manufacturer, or relevant enterprise. Separately, Article 9 of the Law provides the right to exchange a non-food product of proper quality within 14 days, excluding the day of purchase, if it does not fit in shape, dimensions, color, or for other reasons cannot be used for its intended purpose, subject to established conditions. At the same time, a refund for working equipment is not automatically the first step: the focus is first on an exchange, and if no similar product is available, the buyer can purchase another product with a corresponding price adjustment or terminate the contract.
