What must a free consumer guarantee say?
A free consumer guarantee must identify the guarantor and address, explain its coverage and claim procedure, state its duration and geographical scope, and preserve statutory rights. For goods offered in the UK, it must be in English. Cambridge China Bridge has its own staff in China to inspect goods.
Identify who gives the guarantee
This guide concerns the free guarantee you offer consumers buying your imported goods. Name the guarantor and give their address. Before approving packaging, decide which business is making that promise. A factory logo or a customer service email alone does not supply the required name and address.
Separately, agree who handles faults, spare parts and supplier reimbursement behind the consumer promise. Use agreeing warranty administration with a UK sourcing seller for that purchasing arrangement.
Explain coverage and how to claim
The guarantee must explain its contents and the essential claim details in plain, intelligible language. Describe the covered goods and faults, what the guarantor offers when a covered claim succeeds, and how the customer starts a claim. For refund promises, see our guide to money-back guarantees.
As a practical drafting checklist, specify the contact route, useful purchase and product details, how returns are arranged, and who handles transport costs under the guarantee. Test the instructions with your customer service team. For recording fault evidence and feeding findings back to the factory, see investigating customer returns. For unresolved claims, see our guide to consumer complaint final responses.
State duration and covered countries
The guarantee must state its duration and territorial scope. Specify the period you actually offer and name the countries covered. For clarity, explain when your chosen guarantee period starts rather than leaving customers to infer it.
Before printing, check that repairs, replacements and returns can actually be arranged in every covered country. Avoid vague descriptions such as worldwide cover unless your operating arrangements support that promise.
Preserve statutory rights throughout
Include an explicit statement: 'You have statutory rights in relation to these goods. Those rights are not affected by this guarantee.' The guarantee must contain that message, and its expiry cannot be used to limit consumers' legal rights.
Read the claim procedure and exclusions alongside that statement. Remove wording suggesting that all rights end when the guarantee expires. Keep any conditions attached to the additional guarantee separate from how you handle statutory claims. For failed repairs or replacements, see our customer refund guide. For factory approval questions, see our customer refund and factory approval guide.
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Approve the English wording before printing
For goods offered within the UK, the guarantee must be written in English. On a consumer's request, the guarantor and anyone offering those goods to consumers must provide it within a reasonable time, in writing and in an accessible form. Keep a version your team can readily send.
The guarantee becomes a contractual obligation when the goods are delivered, under its statement and associated advertising. Compare the approved text with packaging and sales listings before release. Ask the factory to use the approved artwork, and retain the wording supplied with each batch.
Frequently asked questions
Can I put only the factory's name on the guarantee?
The guarantee must give the guarantor's name and address. First establish who is actually making the promise, then identify that business clearly.
Does the guarantee expiry end consumer rights?
No. You cannot use the guarantee duration to limit consumers' legal rights. State expressly that statutory rights are unaffected.
Is a Chinese guarantee card enough for UK sales?
No. For goods offered within the UK, the guarantee must be written in English. Approve the English wording before the factory prints the card.
Must I provide a written copy of the guarantee?
On request, the guarantor and anyone offering the covered goods to consumers must make it available within a reasonable time, in writing and in an accessible form.