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The repair, replace, refund problem solver helps you understand your consumer rights and the steps you can take to resolve a problem.

Is the seller honouring any extra promises they made about the goods?


You bought a deskchair and were told by the sales assistant that it should hold up to 100kg. If the deskchair does not hold 100kg and breaks, the business must honour this promise as well as all other rights to repair, replace or refund.

Extra promises a business (supplier or manufacturer) may make about such things as the quality, state, condition, performance or characteristics of goods are called ‘express warranties’. This is different to a warranty against defects, which may also be known as a voluntary, manufacturers or extended warranty. For further information about the operation of warranties see our Warranties for goods and services page.

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Consumer rights & guarantees