What are my rights if I receive a faulty product?
If you buy goods in Europe and they turn out to be faulty or do not look or work as advertised, a seller must repair or replace them, reduce the price, or give you a refund. On this page, you will find all essential information about guarantee and warranty rules in the EU, Norway, and Iceland.
Directive (EU) 2019/771
When shopping in the EU, Norway, or Iceland, you are always entitled to a minimum 2-year guarantee at no cost, regardless of whether you buy the goods online, in a shop, or by mail order. The 2-year guarantee is your minimum right EU-wide. This rule have been laid down in theDirective (EU) 2019/771.
Guarantees and warranties in the EU
If you buy goods, you are legally entitled to a sound product.This is a statutory guarantee (conformity).Read on to find out more.
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When shopping in the EU, Norway, or Iceland, you are always entitled to a minimum 2-year guarantee at no cost, regardless of whether you buy the goods online, in a shop, or by mail order.
The 2-year guarantee is your minimum right EU-wide. National rules in your country may give you extra protection.
#minimum-guarantee
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If a product is defective, you have the statutory right to request that the seller provide remedies — such as repair, replacement, or a refund — EU-wide during 2 years after you have purchased the product. he following rules apply:
- If a fault appears within 6 months of purchase, it is presumed to have existed at the time of purchase.
- If the fault appears after 6 months of purchase, the consumer may need to prove that the fault was not the result of normal wear and tear or their own misuse.
The remedies for receiving defective products should be offered at no extra cost. The seller may first offer the consumer a repair or replacement item. If they fail to correct the problem after taking this initial step, they may provide a refund. If the defect is minor, it is also allowed to consider a price reduction.
#rights-defective-products
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If you buy goods or services, they may come with a legal guarantee and/or a commercial warranty. Both provide additional protection if the product turns out to be defective or otherwise not in conformity with its stated specifications.
A guarantee or warranty is an undertaking by a seller or manufacturer to the consumer to reimburse the price paid, replace or repair the product, or proceed in the manner set out in the relevant guarantee statement or advertisem*nt during the period specified . Guarantees and warranties are legally binding and are in addition to — and not instead of — your statutory consumer rights for defective products, which are described above.
Both guarantee and warranty certificates should be provided in a durable and accessible format (for example, in hard copy or email) and include the following information:
- What is covered
- The exact guarantee period
- Geographical restrictions, if any
- Procedure to register the guarantee/warranty — if required for activation
- Procedure for making a claim
If both a guarantee and a warranty come with the product, the documentation should specify in clear terms who is responsible for dealing with each of the remedies (seller/retailer, manufacturer, or a third-party/repair service).
#guarantees-and-warranties
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A guarantee is an agreement from the manufacturer confirming that they will repair or replace an item if something goes wrong within a specified period following your purchase. Usually, the manufacturer offers guarantees free of charge. The guarantee statement should be clear and understandable, indicate the conditions for claiming the guarantee - e.g. how long it lasts and where it applies — and include the guarantor’s name and address. At the consumer’s request, the guarantee should be made available in writing or another durable medium.
#legal-guarantee
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The retailer of a product may offer a warranty, which is an extra optional protection offered at additional cost. It is similar to an insurance policy — it covers the product beyond the manufacturer’s guarantee period.
#commercial-warranty
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If there is a problem, you should always contact the seller first to report the issue. Your contract is with the seller who sold you the product under consumer legislation it is up to them to first offer remedies. They may liaise further with their suppliers or the manufacturer to resolve the matter.
Learn more about consumer guarantees and remedies for defective products here.
#redress-options-defective-products
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Where can I get assistance and advice?
The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail,clickhereto contact your local ECC and submit an enquiry.
