The store won't honor the warranty — what do I do?
Last updated: 2026-07-12 · Educational content; not legal advice.
Short answer
Put your claim in writing and, if refused, escalate to the DTI. The Consumer Act (RA 7394) obliges the seller to honor warranties: for breach of an express warranty you may elect repair or refund, and any elected repair must be completed within 30 days (Art. 68); for a product imperfection, if it is not corrected within 30 days you may demand replacement, reimbursement of the price paid, or a proportionate price reduction (Art. 100). Send a dated written demand quoting these articles, attach your proof of purchase and evidence of the defect, and give a deadline. If the store still refuses, file a consumer complaint with the DTI — its mediation is free, requires no lawyer, and is usually resolved quickly.
Primary sources
Frequently asked
How long does the store have to repair it?
For an elected warranty repair, RA 7394 Art. 68 requires the warranty work to conform within 30 days. For a product imperfection under Art. 100, if it is not corrected within 30 days you may switch to replacement, refund, or a price reduction.
Do I need a lawyer to complain to the DTI?
No. A DTI consumer complaint is administrative and free; you file it yourself with your receipt, the defect evidence, and your written demand. The DTI mediates between you and the seller.
What should the demand letter contain?
The date, the item and defect, your proof of purchase, the remedy you want (repair, replacement, or refund), the RA 7394 basis (Art. 68 / Art. 100), and a clear deadline before you escalate to the DTI.
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Your rights when something you bought is defective — the repair, replacement, or refund a seller owes you under the Consumer Act (RA 7394, Arts. 68 and 100), why a blanket "No Return, No Exchange" sign is illegal (a deceptive sales act the DTI prohibits), the free implied warranty you get even without a warranty card (60 days to 1 year on new products), hidden defects discovered after purchase and the 6-month redhibition action under the Civil Code (Arts. 1561, 1566, 1567, 1571), the Price Tag Act rule that you cannot be charged more than the displayed tag (Art. 81), the Philippine Lemon Law (RA 10642) for a brand-new car with the same defect after 4 repair attempts within 12 months or 20,000 km, defective services, manufacturer vs seller liability, and how to file a DTI complaint. This cluster is about legitimate purchases that turn out defective — online-shopping fraud and fakes live in the Scams & Online Fraud cluster.