What to Do If You Buy a Dud Appliance

Keep a Paper Trail
As soon as you suspect there’s a problem with a product, start documenting it. Snap a photo of your new microwave’s melted plug, for example, or of that dishwasher tub filled with dirty water that won’t drain. Or take a video, with sound, of your washing machine or dryer making scary noises. Then keep a written record of everyone you contacted, when, and what they agreed to do to remedy the situation.

And “once you let them start making repairs, you’ve basically paid full price for a reconditioned appliance,” says Edgar Dworsky, founder of Consumer World, a consumer education website.

Even if you’ve missed the retailer’s official return window, it’s worth starting with the store, says Amy Schmitz, a consumer law expert and professor at the Ohio State University Moritz College of Law in Columbus. Retailers might help “because they want to build goodwill and they care about their reputation,” she says.

Act Fast
You can usually return a product to the store or website where you bought it within 15 to 30 days after you receive it.

If you purchased the item on Amazon, for instance, you can usually send it back for a full refund within 30 days of buying it.

But some retailers require notification within 48 hours of delivery. That’s the policy at Lowe’s, for example, for major appliances like refrigerators and washing machines.

So check the return policy. It will usually be listed right on the receipt, whether paper or digital.

Start With the Retailer, Not the Manufacturer
That’s because the store where you bought the item is more likely to give you a refund or a replacement, sometimes with few, if any, questions asked, “while the manufacturer is more likely to offer a repair under the written warranty,” Dworsky says.

Know What the Warranty Covers
Track down the product’s warranty in your records or, if you don’t have it, from the company’s website. (Don’t worry if you didn’t return the card; it’s mostly for recalls and marketing.)

The warranty may say that you must let the manufacturer try to fix the appliance before you qualify for a replacement or refund, but Schmitz says you can try to bypass the repair process. And the better you’ve documented your case, the more likely the manufacturer will let you skip a repair and just replace it.

Also check the warranty for other details. What parts are covered and for how long? Can the warranty be invalidated if you let a local person fix the item instead of someone from the retailer or manufacturer? Knowing what your warranty covers will make you better prepared when making your case.

If your appliance’s problem starts after the product’s official warranty expires, don’t lose hope. Most states require manufacturers to honor so-called implied warranties, which means that products should be expected to function for a reasonable period of time regardless of the manufacturer’s warranty. So cite this when you contact the manufacturer.

Another option: If you paid by credit card, see whether the card issuer offers extended warranty coverage on appliances. Some American Express and Chase cards do.