International product warranty — what happens when you bought abroad?

Service page: Class actions and consumer claims lawyer.

The camera arrived broken. The phone switched off after three months. The electrical appliance simply stopped working, right after the warranty expired. Everyone said: “What do you expect, you bought it abroad.” But the legal truth is completely different.

Which law applies to an international purchase?

When you buy directly from a foreign shop, physical or online, the applicable law is set by the terms of the transaction and by the conflict-of-laws rules, and there is no single answer. An Israeli consumer can claim the protections of the Consumer Protection Law, 5741-1981, in particular when the deal was aimed directly at Israel (advertising in Hebrew, shipping to Israel), but whether they apply to a foreign seller depends on the circumstances.

Bought in an Israeli shop? The importer is responsible

If you bought a product in an Israeli shop that imported it from abroad, then for electrical, electronic and gas products priced above NIS 150, the Israeli importer is deemed a “manufacturer” and must repair, without charging for it, a fault discovered in the warranty year (regulations 1, 2 and 18 of the Consumer Protection Regulations (Warranty and After-Sale Service)), even if the product was made in China. The Defective Products (Liability) Law, 5740-1980 (חוק האחריות למוצרים פגומים, התש״ם-1980), under which the importer is also deemed a “manufacturer”, applies only to bodily injury caused by a defective product (sections 1 and 2). There is no need to chase a foreign company that will not answer your email.

In practice: a written complaint to the importer, a request for repair, replacement or a refund, and if the importer refuses, a claim in the Magistrates’ Court or a small claim (up to NIS 39,900, without a lawyer).

Buying directly from Amazon or AliExpress: what do you do?

Buying directly from a foreign manufacturer with no Israeli importer complicates your options, but does not wipe them out. There are three routes:

1. Contacting the credit card company: if the product was not supplied although the delivery date has passed, and you notified the seller of the cancellation of the transaction, the credit card company must stop the charge from the date of your notice (section 17 of the Payment Services Law). A “chargeback” request beyond that, for example on the ground that the product does not match its description, is examined under the card companies’ rules, and the deadlines and grounds are set there, not in the law.

2. A complaint to the platform: Amazon and AliExpress run their own refund mechanisms, which are usually faster and more effective than legal proceedings. Document everything with photos, contact them through the official chat, and keep the case number.

3. A claim abroad: cumbersome, and usually not worth the cost, unless the damage is significantly higher.

The commercial warranty has expired, but the legal liability remains

This is where the most common mistake is made: many people think that once the warranty (the manufacturer’s warranty) has expired, their rights are over. Not true. The legal liability for hidden defects exists under the Sale Law, 5728-1968, and does not depend on the period of the commercial warranty. A hidden non-conformity, which could not have been discovered by a reasonable inspection, can be raised even after the warranty has expired, provided you notify the seller immediately after you discover it. For movables, cancellation of the transaction is possible only if the notice was given within two years of the product’s delivery, and the other remedies within four years (section 15 of the Sale Law).

Frequently asked questions

The warranty has expired. Can I still demand repair of a defect?

Yes, if it is a hidden defect. The legal liability for hidden defects exists under the Sale Law and does not depend on the period of the commercial warranty. A hidden non-conformity, which could not have been discovered by a reasonable inspection, can be raised even after the warranty has expired, provided you notify the seller immediately after you discover it. For movables, cancellation of the transaction is possible only if the notice was given within two years of the product’s delivery, and the other remedies within four years (section 15 of the Sale Law).

The importer did not repair the product during the warranty period. What can I claim?

If the manufacturer or importer did not repair a fault during the warranty period without charging for it, or did not supply spare parts, you can also claim exemplary damages without proof of damage (section 31A(a)(8) of the Consumer Protection Law), after a written request (section 31A(b)).