Door-to-distributor guarantee, i.e. a complaint without leaving your home


The manufacturer may issue a manufacturer's warranty for his goods, i.e. define his tasks towards the customer who bought the defective goods. Sam voluntarily determines his obligations (which are also the buyer's rights) - he is not legally obliged to do so. And what is the door-to-distributor guarantee?

What is the door-to-distributor guarantee?

The door-to-distributor warranty is one of the types of warranty issued by the manufacturer. In the door-to-distributor warranty, the manufacturer undertakes to collect the defective goods from the buyer, cover the costs of repair and transport costs both ways.

In practice, it can be seen that the door-to-distributor guarantee most often covers large electronic equipment (e.g. TV sets, routers), but also e.g. printers. Only a given manufacturer decides which products are covered by the door-to-distributor guarantee.

When can the door-to-distributor guarantee be used?

The door-to-distributor guarantee can be used if the given goods have been covered by such a guarantee by the manufacturer.

When he has decided to issue a given guarantee, the relevant goods either have appropriate inscriptions or stickers, or the guarantee card attached to the purchased product contains information about the possibility of using the door-to-distributor guarantee.

Please read the warranty document very carefully as it contains all the information about the manufacturer's warranty. The producer himself determines, among others:

  • what are the obligations towards the buyer and what are the rights of the buyer when he purchased the defective goods;

  • what the exact door-to-distributor warranty procedure looks like;

  • how long is the door-to-distributor warranty;

  • complaint procedure, etc.

Door-to-distributor warranty procedure, i.e. how to file a complaint about defective goods

  1. The first step is to check (usually by entering the appropriate product number in the appropriate database on the manufacturer's website) whether the item is covered by the door-to-distributor warranty.

  2. If the product is covered by the door-to-distributor warranty, it is enough to report the defect to the telephone number provided in the warranty card.

  3. When the technical support deems the notification justified, the next step is to deliver the carefully packed goods to the indicated address. The package can be sent by courier, by post or delivered in person. The original packaging, receipt or warranty card does not need to be attached to the goods. The manufacturer bears the cost of transporting the package.

  4. The repaired or new goods then arrive at the address indicated by the buyer.


It is very important to pack the goods carefully so that they are not damaged during transport. The manufacturer is not responsible for defects caused during transport or the fault of the buyer.

Seller's liability and producer's liability in door-to-distributor warranty

A complaint about defective goods may be submitted:

  1. to the seller - who is always responsible for the goods, by operation of law (due to non-compliance of the goods with the contract, warranty for defects). The seller's liability for the product, i.e. the time to file a complaint, is two years from the date of purchase of the goods.

  2. to the manufacturer - if the manufacturer issued a warranty for a given product. The duration of the producer's liability should be specified in the warranty card. However, if it happens that the manufacturer gave a guarantee, but did not specify its duration, the buyer has 2 years from the date of purchase of the goods to file a complaint.


The manufacturer's warranty does not exclude the possibility of complaining about the goods to the seller under the warranty for defects. It is the buyer who chooses which way he wants to file a complaint.

Only two of these modes cannot be used simultaneously. It is also worth noting that the chosen complaint method relates to a single defect in the goods. This means that when one defect in a given product was reported through one of the complaint routes, this procedure is no longer binding if another defect was revealed with the same product.