What to do if a product is defective
How to preserve evidence, documents and packaging, and prepare for an independent product examination.
Articles on product examinations for returns
Guides to product defect disputes, warranty refusals, quality checks, marketplaces, consumers and businesses.
Consumers and businesses: who an examination helps
How an examination helps a buyer establish a defect and a business check its cause and the condition of returned goods.
Quality checks and expert examinations: the difference
How an initial quality check differs from an expert examination in a dispute over the cause of a defect.
Warranty refusal: what to check
Mechanical damage, signs of opening, repairs, liquid damage, overheating, improper use and failure to follow instructions.
Marketplace: returning a defective product
How to document a defect in a marketplace purchase: packaging, markings, photographs, video, the product listing and correspondence.
Questions for a product returns expert
Sample questions for a specialist opinion and report review in a product quality dispute.
Inquiry
Send product photographs, documents and a description of the defect
You can send a receipt, order, product listing, warranty certificate, claim, seller's refusal, service centre report, and photographs of the packaging, markings, defect and signs of use.
- for a consumer — establish the presence of a defect and its cause;
- for a business — examine returned goods and assess its position on a claim;
- quality checks, specialist opinions and report reviews;
- marketplaces, shops and service centres.