Who should we contact first when an appliance develops a fault - the seller or the manufacturer?

Start with whoever the warranty document or invoice names as the warrantor; if the invoice names the seller’s warranty, begin with the seller, otherwise contact the manufacturer. We recommend contacting the seller first where possible because they can often assist with paperwork and escalate on your behalf.

Which documents and evidence should we prepare before making a warranty claim?

Have the original proof of purchase (invoice or receipt), any warranty card or registration confirmation, the user manual, photos or a short video of the fault, and the appliance model and serial number ready; also include any previous repair notes or service history. Keeping these together makes a claim straightforward and speeds up processing.

Do we need to register the appliance to activate the warranty and how can we check?

Check the warranty terms at purchase - some warranties require registration within a set period to activate while others don’t; the warranty document or product page will state this. If you bought the appliance from Bash, check the product page or your order confirmation for registration details and keep any confirmation email or SMS.

What should we say and include when making the claim to ensure it is accepted quickly?

Be concise: state the model, serial number, purchase date and a clear description of the fault, attach photos or a short video, note any error codes and record when the fault occurs if intermittent. Keep dated copies of all communications and ask for a reference number when you speak to a call centre.

How to claim an appliance warranty in South Africa

What a warranty covers and why it matters

When an appliance breaks or performs below expectation, a warranty gives you defined remedies from the seller or manufacturer. Warranties differ - some cover parts and labour, others only parts; some include home repairs, others require return to a service centre. We recommend treating the warranty as part of the purchase, not an extra. Keep the invoice, any registration confirmation, and the user manual together; they are the documents that make a claim straightforward.

Key items to check before you buy (or when you register)

Warranty length and what's included (parts, labour, call-out fees).
Who is the warrantor - the retailer (seller) or the manufacturer - and where repairs are done.
Whether registration is required to activate the warranty and how long you have to register.
Any exclusions (water damage, misuse, commercial use, non-original spares).

A practical checklist to prepare your claim

Original proof of purchase (invoice or receipt).
Warranty card or registration confirmation (email or SMS).
Photos or short video showing the fault.
Model and serial number (usually on a sticker at the back or inside the door).
Any previous repair notes or service history if the appliance was previously attended to.

If you bought the appliance from Bash, check the product page or your order confirmation for warranty details. We keep purchase records, but having your own copy of the invoice speeds things up.

Step 1 - Decide where to claim: seller or manufacturer?

Your starting point depends on the terms printed on the invoice and the warranty document. Some retailers handle the whole claim process; others forward you to the manufacturer’s service agent. If the purchase invoice names the seller’s warranty, begin with the seller. If the warranty document names the manufacturer, contact them directly. Wherever you start, we recommend contacting the seller first - they can often assist with paperwork and escalate on your behalf.

When the Consumer Protection Act applies

South African consumer law gives extra protection for faulty goods. If an appliance is defective within a short period through no fault of yours, you may be entitled to a repair, replacement or refund in addition to any contractual warranty. Keep communications factual and date-stamped.

Step 2 - Contact the right support channel

Use the contact route specified on your warranty document: phone, online form, or email. If you reach a call centre, ask for a reference number and the name of the person you spoke to. If the manufacturer has local authorised service centres, they will often offer a collection or a booked home visit.

If you need spare parts, confirm whether the warranty covers them and whether the service agent will fit them. Some warranties cover parts but not labour - make sure what you accept in writing.

If you prefer to browse product options while troubleshooting, see our Appliances category for replacement or spare options: Appliances.

Step 3 - Make the claim: what to say and how to prove the fault

Be concise. State the model, serial number, purchase date, and a clear description of the fault. Attach photos or a short video. If the fault is intermittent, record when it happens and any error codes displayed. Keep copies of everything you send.

Typical timelines and expectations

Acknowledgement: usually within 48-72 hours of your claim.
On-site visit: depends on availability - within a few days to two weeks for major cities.
Repair or replacement: varies by parts availability; if a part must be imported, expect longer waits and ask for an estimate in writing.

If you need more immediate options while waiting, check related advice in our article about appliances and air fryers for South African kitchens: Home appliances and air fryers: practical guidance for South African kitchens.

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Step 4 - If a repair is approved: practical tips

Confirm whether the technician will bring a replacement part or only diagnose. Ask for an itemised repair order that lists whether labour and parts are covered by the warranty. If you are charged for any service, request a written explanation showing why the cost is outside warranty cover.

When replacement is the remedy

If the appliance is deemed irreparable within a reasonable time, the warrantor may offer a replacement or refund. If you accept a replacement, check whether it is the same model, a comparable model, or a voucher credit. Record the agreed outcome in writing and confirm delivery or collection arrangements.

Step 5 - What to do if your claim is refused

If the seller or manufacturer refuses a warranty claim, ask for a written reason and the specific clause cited. Common reasons include visible misuse, tampering, or evidence that a third-party repair used non-original parts. If you disagree, you can escalate:

Ask the seller to re-inspect with an independent technician - keep their report.
File a complaint with the National Consumer Commission or a relevant ombud if the dispute is unresolved.
Consider small claims court for monetary disputes under the jurisdictional limits.

Costs you might face (experience-based examples)

Typical out-of-warranty costs vary by appliance: a simple component (thermostat or sensor) might cost around R200-R800 in parts; a more complex control board or compressor repair can be R1 500 or more, excluding labour. These are illustrative ranges based on common service experiences - always ask for an estimate in writing first.

Record-keeping and follow-up - small actions that save time

Save emails, reference numbers and technician names in a single warranty folder (digital or physical).
Make short dated notes after every call - who you spoke to and the agreed next step.
If the appliance is collectable, note the collection and return dates and inspect on return before signing any acceptance form.

When to consider replacement instead of repair

If the repair cost approaches 50-60% of the cost of a comparable new appliance, replacement is often the more economical choice - especially if the appliance is older than five years. For shopping options, browse our Airfryers and Appliances categories depending on what you need: Airfryers and Appliances.

Final practical reminders

Register your new appliance right away if registration is required.
Take photos when the item is delivered; note any visible transport damage on the delivery note.
Keep the user manual handy - many alleged faults are simple fixes explained in the troubleshooting section.

Sources

National Consumer Commission
South African Government - Consumer Protection information
NEDLAC - consumer and labour resources

We know dealing with appliance faults is inconvenient. If you bought with us, we’ll help you find the warranty details in your order history and point you to authorised service agents. When you’re ready to compare replacements or parts, visit our Appliances pages for options and filters that match your kitchen and budget.

How to claim an appliance warranty in South Africa - step-by-step

Keep paperwork handy

Why Choose Bash?

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Nationwide Support

Why Choose Bash?

Free Delivery

30-Day Returns

Nationwide Support

Start with the seller

Ask for written timelines

What a warranty covers and why it matters

Key items to check before you buy (or when you register)

A practical checklist to prepare your claim

Step 1 - Decide where to claim: seller or manufacturer?

When the Consumer Protection Act applies

Step 2 - Contact the right support channel

Step 3 - Make the claim: what to say and how to prove the fault

Typical timelines and expectations

Step 4 - If a repair is approved: practical tips

When replacement is the remedy

Step 5 - What to do if your claim is refused

Costs you might face (experience-based examples)

Record-keeping and follow-up - small actions that save time

When to consider replacement instead of repair

Final practical reminders

Sources

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Tshepiso

Elisa

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Nicky

Melaney

Thina

Gwayimane

Phumelelo

Fenkie

Roxanne

Charlize

Refilwe

Dimane

Seth

Neil

Kirsti

Fatima

Nicolette

Ronel

Inge

Valerie

Adri

Chadley

Makhosonke

Mabel

Simo

Sharon

Nobuhle

Angelique Davis

Thabile

Arlene

Kgomotso

Kgosi

Steven

Kago

Reitumetse

Anina

Azwihangwisi

Marlene

Nkensane

Moreblessings

Palesa

Nonkasazana