Washing machine only just out of guarantee
Your washing machine guarantee is separate from – and in addition to – your statutory rights under the Consumer Rights Act 2015. Even after the guarantee has expired, you may still be entitled to claim compensation if the machine was not of satisfactory quality or did not last a reasonable time. UK law allows up to 6 years from purchase to take action (5 years in Scotland).
When a washing machine develops a fault after the guarantee has expired, many people assume they have no options and accept the cost of repair or replacement. In many cases, that assumption is wrong. Understanding how guarantees and consumer rights work together is the first step to knowing where you stand.
What Does Your Washing Machine Guarantee Actually Cover?
The guarantee that comes with a new washing machine is not a gift from the manufacturer – it is built into the purchase price. More importantly, it is a separate layer of protection that sits on top of your statutory rights, not instead of them.
No law requires manufacturers to provide a guarantee at all, but all major brands do. What the guarantee cannot do is remove or reduce the legal rights you already have as a consumer. Those rights exist regardless of what the guarantee says, and regardless of whether the guarantee period has expired.
The Manufacturer’s GuaranteeA voluntary commitment – typically 12 months – covering faults that arise under normal use. It sits in addition to your legal rights, not instead of them.
Your Statutory RightsLegal protections under the Consumer Rights Act 2015 that cannot be taken away. These apply regardless of the guarantee period and for much longer than 12 months.
What Are Your Rights Under the Consumer Rights Act 2015?
Under the Consumer Rights Act 2015, a washing machine must be of satisfactory quality, fit for purpose, and last a reasonable length of time. It must also be free from inherent faults – defects that were present at the time of sale, even if they were not immediately obvious.
UK law allows up to 6 years from the date of purchase to take legal action against a seller (5 years in Scotland). This does not mean every fault within that period automatically entitles you to compensation – but it does mean the guarantee expiring does not end your rights.
Within the first 6 months of purchase, the law assumes any fault was present from the point of sale. After 6 months, the burden shifts to you to demonstrate the fault was inherent or that the appliance did not last a reasonable time.
What Is an Inherent Fault?
An inherent fault is one that was present in the washing machine from the day it was manufactured or sold – even if it took months or years to become apparent. A design error or a substandard component may function for some time before failing, but if that failure happens unreasonably soon and can be shown to originate from a pre-existing problem, it may constitute a breach of the Consumer Rights Act 2015.
If you can show that a fault is inherent – for example, by demonstrating that large numbers of the same model have experienced the identical failure – you have a much stronger basis for a claim. Online forums and consumer complaint records can be useful evidence here.
What Does “Reasonable Time” Actually Mean?
The Consumer Rights Act 2015 does not define exactly how long a washing machine should last – it uses the phrase “a reasonable time,” which is open to interpretation and depends on the individual circumstances of each case. The factors most likely to be weighed are:
| Factor | How It Affects Your Claim |
|---|---|
| Purchase price | A higher-priced machine is expected to last longer than a budget model |
| Intensity of use | Daily washing for a large family places more wear on a machine than occasional use |
| Age of the machine | A fault after 18 months is treated very differently to one after 5 years |
| Nature of the fault | A worn brush is a wear part; a failed control board or drum bearing is a more significant failure |
| Whether the fault is inherent | Evidence of a widespread design or manufacturing defect strengthens any claim considerably |
Fair Wear and Tear: What You Cannot Claim For
Not every breakdown within the 6-year window gives rise to a valid claim. Washing machines are mechanical appliances that work hard, and some component failure over time is expected and normal. The Consumer Rights Act 2015 does not protect against fair wear and tear.
To succeed with a claim, you need to show either that the machine had an inherent fault present at the time of purchase, or that it failed to meet the standard of quality a reasonable person would expect given the price paid and the usage involved. A machine that costs £200 and has washed daily for a family of five for three years may well have lasted a reasonable time, even if it now needs a repair.
What Can You Actually Claim?
If a fault is covered by your statutory rights, the most common remedy is a contribution towards the cost of repair, or in some cases a partial refund that reflects the use you have already had from the machine. A full replacement is typically only realistic in the early stages of ownership.
In practice, most retailers and manufacturers will not offer anything voluntarily once the guarantee has expired. Enforcing your rights often requires a formal complaint, and in some cases a claim through the small claims court. Many consumers have been successful this way, but it requires preparation and persistence.
Always double-check your position using free guidance from Citizens Advice or the Government’s consumer rights resources before taking legal action. The information on this page is provided in good faith as a general guide only.
Need Help With a Faulty Washing Machine?
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Related Guides
Faulty Appliances and the Consumer Rights ActHow long you have to claim for a faulty appliance and what the Consumer Rights Act 2015 actually entitles you to.
Out of Guarantee? You May Still Be CoveredWhy the guarantee expiring does not necessarily mean you have no rights, and when you can still make a claim.
Manufacturer or Retailer: Who Is Responsible?Who holds the legal obligation when an appliance develops a fault, and who you should be directing your complaint to.
Is the Consumer Rights Act Too Hard on Retailers?Why retailers resist consumer claims and why establishing a fault is rarely as straightforward as it should be.
Frequently Asked Questions
Does my washing machine guarantee replace my statutory rights?
No. The manufacturer’s guarantee is offered in addition to your statutory rights under the Consumer Rights Act 2015. It cannot remove or reduce those rights. Even after the guarantee has expired, your legal protections remain in place.
How long do I have to claim for a faulty washing machine?
UK law allows up to 6 years from the date of purchase to take legal action against a seller (5 years in Scotland). This does not mean every fault within that period guarantees compensation – the circumstances of the fault, the cost of the machine, and how it was used all affect whether a claim is likely to succeed.
What is an inherent fault and how do I prove one?
An inherent fault is a defect that was present in the machine at the time of sale, even if it took time to become apparent. Proving one typically involves showing that the failure was not caused by misuse, and ideally demonstrating that the same fault has occurred widely across the same model – which can often be established through online forums or consumer complaint records.
Can I claim if my washing machine breaks down after 3 years?
Possibly. It depends on the cost of the machine, how intensively it has been used, and the nature of the fault. A major structural failure on an expensive machine used lightly over 3 years is more likely to support a claim than a worn component on a budget machine used heavily every day.
What can I actually claim – a repair, replacement, or refund?
Once outside the early stages of ownership, a full replacement or refund is rarely realistic. The more common outcome is a contribution towards repair costs, or a partial refund reflecting the use already had from the machine. The exact remedy depends on the circumstances and what can be negotiated or awarded.
What if the retailer refuses to help?
Start with a formal written complaint citing the Consumer Rights Act 2015. If that fails, seek free advice from Citizens Advice. The small claims court is an option for disputed amounts, and many consumers have succeeded this way – but it requires you to be confident in your case before proceeding.
Bought a Hisense washing machine. Customer service is shocking (from the manufacturer not the company I bought from, so will go back to them today, as per article).
Bought in May 2021, 2 year warranty stated so outside of it now. Purchased for £329, used weekly between 2 persons and baby. The glass door has cracked and glass has came away from the door (also scarred my finger whilst removing). This was on a drum clean (programme on the machine). Would you say this is general wear and tear (the manufacturer states physical or mechanical damage so wouldn’t be covered from warranty) or would it come under consumer act and go back to where I bought from?
The door glass is not a part that’s subject to wear through use. It could be “physical damage”, but it could easily be a design issue or just poor quality. The problem is that if they refuse to do anything the onus is on the consumer to show that it was a manufacturing defect or a quality issue, which of course is often very hard.
Hi there,
My washing machine has just turned 2 years old. It had a fault within first 12 months and an engineer fixed it. The first time, it wouldn’t drain and sending out error codes. Faulty electrical wires and drain pump replaced. 2nd repair was due to it flooding and not working properly sending out error codes. Engineer came out and fitted it like a new machine. New PCB, new switch board, drain pump, belt etc and now it has flooded again causing damage to my property. 3rd visit engineer came last week fitted drain hose to machine. Said it was safe to use. Said would order new door because there’s a small crack on handle but doesn’t affect machine and another drain pump apparently just to cover all angles.
Reassured me that the flooding wouldn’t happen again and could use my machine until he came back to fit the other parts… Went to use my machine after 3rd repair…It flooded worse than before! Machine flooded water everywhere! The engineer had made the fault worse.I came downstairs to chaos. So much water had come out of the machine that I couldn’t mop it up. I had to suck it up with the wet vac dryer. It damaged my flooring and woodwork I.e door frame and skirting The flood seeped through to my living room wall and has caused mold and damage to my carpet which now has brown patches and stinks of a musty damp smell as well as damage to my Lino in the utility room.
I had to turn off the water inlet tap. Haven’t used machine since. Their engineer they recently sent out told me that the company will still keep sending out for repairs rather than replace machine even if the repair costs more than the machine. The repair company is apparently a sister partner so they make money off of Electrolux repairs. Zanussi is still trying to give me another repair despite me saying I now want a replacement. They’ve told me to send videos of machine to escalate it. Been going around in circles and now have been without a washing machine for a few weeks. Where do I stand? Am I able to get an exchange? Can I claim compensation for damage to my property caused by the faulty machine? The machine cost me £300 and it’s a family of 4.
Thank you
Hello Marie. I think you need to get assistance from a consumer group like citizens advice. Most people make the same mistake in that they keep asking the people who are coming out to repair their machine for a replacement. They very seldom do, they have no obligation to replace anything. It was the retailer who took your money, and therefore the retailer that you have the contract with. The manufacturers only have an obligation to keep repairing whilst it is under their guarantee.
You should be able to claim for what is known in legal terms as, “consequential damage” if the flood was caused by an engineer, or a fault. However, my understanding is that you would need to have acted reasonably to mitigate any damage. In other words if you had gone out and left the washing machine unattended, it could be argued that this was quite negligent, particularly as it had just been repaired. But if you just went about your normal business and caught the flood fairly quickly, and did everything you could to mitigate any damage, then I believe you may have a claim.
I would double check with citizens advice on whether it is best to pursue the repairers or the retailer for the consequential damage. It is normal practice for retailers or manufacturers faced with a claim for consequential damage to try and con the customer into claiming on their household insurance instead. This is completely disingenuous, and a blatant attempt to get out of paying up. They have their own insurance to cover these things.
It would definitely be easier to claim on your house insurance. And it would be less stressful. So there’s always that possibility, but of course this would mean that it would cost you money. Probably hundreds of pounds because there is always an excess that you have pay to the insurance company, and they are very likely to put your future payments up.
Thank you Andy for the sound advice, it’s most appreciated!
Bought a Beko fridge freezer through AO March 21 specifically chosen as it has Freezer guard and can go in the garage with temps dropping to up to – 15C. The cold snap last week didn’t see temps drop to anywhere near that. (I am on the SEcoast). Yet today it seems to be not working.
What’s my 1st step. It cost £330 20 months ago.
Hello Pat. Unless the fridge freezer specifically says it can work in temperatures of -15°C then it may just not work properly at all when it gets too cold. The overwhelming majority of refrigeration appliances are designed to work in a kitchen and a kitchen is not expected to get anywhere near as cold as that.
In actual fact though, Beko are one of the only manufacturers that claim their refrigeration appliances work in colder temperatures but I’m not sure if that applies to fridge freezers combined. This is because they usually only have one temperature stat inside the fridge. Which is not really much use for a combined fridge and freezer when one half needs to be kept between 0 and 5°C and the other half needs to be kept at -18°.
There are very few, if any, fridge-freezers that will work properly even when it gets down to about 8 or 9°C. For a full explanation, read my article here, and also check out the 2 relevant articles that are linked inside it about climate class and fridge and freezers in a garage how are fridges and freezers affected by room temperature especially when it is cold?
Hello Homera Ali. I expect it would depend on where it has been used, but if it has just been used in a normal kitchen and not an outbuilding or garage then they shouldn’t be able to blame external things. It also depends on how much the fridge cost. So if it was a very cheap fridge and it has lasted nearly 6 years there is an argument that it isn’t so bad.
On the other hand if it was expensive, it could be easily argued that it hasn’t lasted anywhere near as long as it should have. Unfortunately I don’t think Grundig actually manufacture fridges. I suspect they are one of the many companies that, “badge” up appliances (like Russell Hobbs, Kenwood and many other manufacturers with decent brand names and reputations for making nonwhite goods products). That is they get another manufacturer to make them for them and put their badge on them. Badged appliances are rarely high quality ones.
At the end of the day it all boils down to how long you should expect a fridge to have lasted. Six years is probably about four years short of what would be expected for a normal fridge unless it was a really cheap budget one. Therefore your argument would need to be that it has only lasted about 60% as long as it ought to have. If you can get the retailer to agree then you would only be entitled to about 40% refund of the cost of the appliance because you have already enjoyed 5 to 6 years of it.
It is the retailer that is responsible under the consumer rights act 2015 but unfortunately they are usually very poor at complying with many of the terms without people having to fight. It’s okay if something goes wrong straightaway, but once it is out of the manufacturers guarantee they are highly reluctant to pay any money out at all despite being legally required to do so. Therefore I would work out how much this amount is likely to be, and decide whether it is worth fighting for or not. The main thing to bear in mind is that the manufacturer is not obliged to do anything so don’t waste any time arguing with them.
Hi I bought fridge through curry in 2015. I rang grundig the manufacturer and they sent engineer and I was told its unrepairable as the pipes are all rusted. This is clearly a manufacturer fault. Cause I am out of warranty they can’t send a replacement fridge. What should I do?
Hello Helen. Once it’s out of guarantee it is the retailer Is manufacturer or retailer responsible for faulty appliances?. But unfortunately the retailer is highly likely to say the exact same thing, that is, it is out of guarantee so no free repair. However, if you do have a genuine case under the consumer rights act then this is something they should not be saying that usually still do. This is all explained in my article here, Out of guarantee – even by a long time doesn’t always mean you should pay I would certainly say that if you paid almost £5000 for an oven and hob and it should definitely last a lot longer than just over three years. If they refuse to comply you will need to get some expert consumer help but read both of the articles carefully that are linked to to get a better understanding.