Warranty and Guarantee Policies That Protect Your Repair Shop

A clear warranty policy is one of the best trust signals a repair shop can offer. Customers worry about paying for a repair that does not hold up. A written guarantee removes that fear and makes the buying decision easier. Done right, your warranty brings customers back for future work instead of driving them to a competitor after a bad experience.

Why You Need a Written Warranty

Most independent repair shops offer some informal guarantee — "bring it back if something goes wrong." The problem is that informal promises lead to disputes. Without a written policy, every comeback becomes a negotiation.

• Customer trust. A posted warranty tells customers you stand behind your work. It is a competitive advantage over shops that offer nothing in writing.
• Dispute reduction. When the terms are clear, there is less room for "but I thought you said..." conversations.
• Legal protection. A written warranty defines your obligations. Without one, a customer could argue that your verbal promise was broader than you intended.
• Repeat business. Customers who had a warranty claim handled well become loyal customers. The comeback is your chance to prove you care.

How to Structure Your Warranty

Labor Warranty

Cover your workmanship for 30 to 90 days from the date of repair. This means if the same issue recurs because of something you did wrong, you fix it at no charge.

• 30 days is standard for simple repairs (blade sharpening, basic part swaps)
• 60 days works well for moderate repairs (motor rebuilds, board-level work)
• 90 days is appropriate for major overhauls where quality matters most

Parts Warranty

Parts warranties depend on the part source:

• OEM parts: Pass through the manufacturer's warranty (typically 90 days to 1 year). You handle the claim process for the customer.
• Aftermarket parts: Offer 30 to 60 days. Aftermarket quality varies, so keep your exposure limited.
• Customer-supplied parts: No warranty. If the customer brings their own part and it fails, that is their risk. Make this explicit.

What Is NOT Covered

This section prevents most disputes. Be specific:

• Misuse or abuse after the repair (dropped tools, water damage, using the wrong fuel mix)
• Normal wear on consumable parts (brushes, belts, blades, filters)
• Pre-existing conditions unrelated to the repair you performed
• Modifications made by someone else after your repair
• Failure to follow maintenance recommendations you provided at pickup

Sample Warranty Language

All repairs performed by [Shop Name] carry a 60-day labor warranty from the date of completion. If the same issue recurs due to our workmanship within this period, we will re-repair the item at no charge. OEM parts carry the manufacturer's warranty. Aftermarket parts are warranted for 30 days. Customer-supplied parts are not covered. This warranty does not cover damage from misuse, normal wear, or modifications by third parties.

Communicating the Warranty

A warranty only works if the customer knows about it. Build it into your process at three points:

At Intake

Mention it during drop-off: "We warranty our work for 60 days, so if anything comes up, bring it back." This builds confidence before the customer has even paid.

On the Invoice

Print the warranty terms on every invoice and repair ticket. This is your documentation that the customer received the terms.

At Pickup

Reinforce it when they pick up: "Remember, if anything seems off in the next 60 days, bring it right back." This is also a great moment to ask for a Google review — the customer feels taken care of.

Handling Warranty Claims (Comebacks)

How you handle comebacks defines your reputation. A smooth process turns a negative experience into loyalty. A defensive one loses customers permanently.

Step 1: Listen First

When a customer returns with a problem, hear them out before inspecting the item. Do not start with "that's not covered." Start with "let me take a look."

Step 2: Inspect and Document

Determine whether the issue is related to your original repair. Take photos. Document your findings in your repair management system.

Step 3: Decide and Communicate

• Covered: Fix it promptly and at no charge. Do not make the customer feel like a burden.
• Not covered: Explain why clearly and offer to do the repair at a discounted rate. The goodwill discount costs you less than a negative review.
• Gray area: When in doubt, cover it. The cost of a redo is almost always less than the cost of losing a customer.

Step 4: Follow Up

After completing a warranty repair, follow up in a few days. A quick text — "How's the [tool] working?" — shows you care and closes the loop.

Tracking Warranty Claims

Without tracking, you cannot spot patterns. If the same repair type keeps coming back, you have a process problem, not bad luck.

What to Track

• Comeback rate. What percentage of repairs result in a warranty claim? Industry average is 3-5%. Above 8% and something is wrong.
• By technician. Is one technician responsible for most comebacks? That is a training issue.
• By repair type. Do certain repairs fail more often? Maybe your process for that repair needs updating, or the aftermarket parts you are using are not reliable.
• Cost. What is the total cost of warranty work per month? This is a real business expense that should be in your financials.

How Bench Tracks Warranty and Comebacks

Manually tracking warranty periods across hundreds of repairs is not realistic. Bench handles it for you:

• Warranty period tracking. Each repair has a completion date, and Bench flags repairs still within the warranty window.
• Comeback linking. When a customer brings an item back, you can link the new repair to the original, creating a clear audit trail.
• Technician performance reports. See comeback rates per technician so you can identify training needs early.
• Customer communication log. Every interaction is logged, so when a warranty dispute arises, you have a complete record of what was said and when.

Set the Policy and Stick to It

The best warranty policies are simple, visible, and consistently enforced. A 60-day labor warranty with clear exclusions covers 95% of situations. Post it in the shop, print it on every invoice, and train your team to handle comebacks with professionalism. Customers do not expect perfection — they expect you to make it right when something goes wrong.