My new refrigerator/washing machine stopped working within the warranty period. What can I claim?

Question

My new washing machine broke down twice in three months while under warranty, and the brand is delaying the repair. What should I do? I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

MyVakeel Legal Desk · Accepted Answer

My new refrigerator/washing machine stopped working within the warranty period. What can I claim? is governed in India primarily by Consumer Protection Act 2019, Section 2(11) and Consumer Protection Act 2019, Section 39. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

Under warranty, the manufacturer or authorised service centre is obligated to repair or replace defective parts within a reasonable time; unreasonable delay itself is a deficiency in service.

Where the same major component fails repeatedly despite repair, Consumer Commissions have consistently ordered replacement of the entire appliance rather than continued piecemeal repair.

Loss of use of an essential appliance, such as spoiled food due to a faulty refrigerator, can be separately claimed as consequential loss along with the repair or replacement cost.

BIS-mandated safety standards apply to several home appliances, and non-compliance causing an accident (like an electrical fire) can additionally attract product liability under Chapter VI.

Extended warranty purchased separately creates an independent contract, and its provider (often a third party) can also be made liable if it fails to honour the extended warranty terms.

What to do next: 1) Document every service call date, technician remarks and part replaced, if any; 2) Send a written notice demanding replacement citing the recurring failure despite repairs; 3) Claim consequential losses (like spoiled food) with supporting bills or estimates; 4) File a consumer complaint for replacement, refund or compensation if the brand does not respond.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Consumer Protection Act 2019, Section 2(11) carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.