In recent times, Ms. Zhang faced a frustrating situation when her furniture, which was supposed to come with a five-year warranty, developed an issue. To get it repaired, she had to pay for on-site service fees, which came as a surprise. Meanwhile, Grandma Lee, who lives in Chaoyang District, encountered a similar problem with her toilet parts. Due to the time span of the warranty period, she had to wait for a long time before getting the repair done. After the warranty expired, the merchant asked her to cover the maintenance cost, which added to her expenses.
"Thankfully, only a small part was broken. I called before the warranty ended, but how can I rely on the maintenance time?" she said. This experience highlights a common concern among consumers: the lack of clear and consistent standards for warranties in the home improvement industry. Without a unified system, it's difficult for customers to know what they're entitled to or how to protect their rights.
Recently, a reporter investigated this issue by visiting stores and speaking with industry experts. According to Zhang Ren, deputy secretary-general of the China Building Decoration Association’s Residential Decoration Committee, the warranty periods for different parts of home improvement projects vary. For example, the structure typically has a 5-year warranty, while the hydropower systems are covered for one year.
However, each furniture brand offers slightly different warranty terms. Some promise "one-year warranty and lifetime maintenance," while others offer "three-year warranty with 24-hour on-site service." A few even claim a five-year warranty. Despite these promises, there is currently no national standard for furniture warranties, leaving consumers to rely on individual agreements with merchants.
In the bathroom products market, warranty periods also differ significantly—ranging from one to five years. While some brands verbally promise longer coverage, the actual contract may only include a one-year warranty, as explained by a store representative. This discrepancy underscores the importance of verifying whether warranty commitments are included in the contract or warranty card before purchasing.
Similarly, in tile stores, most brands do not specify a clear warranty period. Merchants often argue that tiles are durable and rarely break, so they don’t offer formal guarantees. They suggest that any damage after installation is considered an external factor. One brand does offer a warranty, but it requires payment for installation. A salesperson noted that floor issues are often linked to installation quality, making it hard to determine if the product itself is faulty.
Another challenge arises from the confusion between “warranty period†and “shelf life.†Many merchants use these two terms interchangeably, leading to misunderstandings. The warranty period refers to the time during which quality issues can be resolved free of charge. Once this period ends, the merchant is no longer responsible. Shelf life, on the other hand, refers to the expected lifespan of the product.
To better protect their rights, consumers should purchase from reputable stores and ensure they receive a warranty card. When signing a contract, it's crucial to carefully review the terms and confirm that any special commitments from the merchant are clearly stated. Industry experts advise consumers to be vigilant and always request written proof of any warranty promises. This way, they can have solid evidence to support their claims if needed.
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