Page 23 - Spring Into Markets
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In addition, depending on the products that you are selling you should also know the differences between
• Guarantees and warranties
• Sell by dates, use by dates and best
before dates (although the Government is considering making changes to food labelling).
A guarantee is usually free and is a promise to sort out any defects with a product or service within a fixed period of time. It's a legally binding contract and the customer must understand how to go about making a claim. It should add to, not take away from, a customer’s rights under consumer law. It works whether or not a customer has a warranty.
A warranty is like an insurance policy for which customers must pay a premium. Sometimes it's called an 'extended guarantee' and often it covers a longer period than a guarantee, and it might cover a wider range of problems. It is a legal contract, so a customer can take the company to court if it is not honoured. The terms of the contract should be clear and fair and having a warranty doesn't diminish a customer’s rights under consumer law. A warranty can run alongside a guarantee.
        Guide 3 Good Customer Service 23

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