Buying goods in other Member State

Purchasing goods in EU

Sometimes you may find yourself in a situation, when your purchased product or a service is defected and does not meet your expectations. In case you think that this is a breach of the contract, you have to protect your rights.

Consumers, who buy goods in EU Member States, are entitled to at least two-year legal guarantee on products. Within the first six months of purchase, any lack of conformity or defect shall be presumed to have existed at the time of delivery, unless proved otherwise. After the first six months have elapsed, it is up to the consumer to prove that the lack of conformity existed at the time of delivery. In some Member States it is foreseen that a consumer should submit the complaint to the trader not later than two months, in case he or she has already discovered a defect on a purchased item. 

How to act in case of problems?

In case you have purchased or ordered a product and later discovered a defect, you should immediately gather all documents certifying the performance of a purchase and then contact the trader. You should explain the arisen problem to the trader and suggest a solution you find suitable. If the oral communication is without result, you must submit your complaint in written. The trader will either meet your demands or he or she will find that a claim from you is unfounded because of a misuse of a purchased item.

Within the two-year legal guarantee period, the consumer is entitled to have the goods brought into conformity, free of charge. Firstly, consumer may require the seller to repair or replace the goods, unless this is impossible or disproportionate. Any repair or replacement shall be completed within a reasonable time  and without any significant inconvenience to you, taking account of the nature of the goods.

If the repair or replacement is impossible or disproportionate (for example a trader is not able to repair or replace the purchased product; repairing of the product is unsuccessful; trader has not eliminated the defect within a reasonable time) a consumer is entitled to ask for a price reduction or to have the contract rescinded.

Expenses, relating to the elimination of the defect (postage, transportation, labor), must be paid by the trader. By staying polite and reasonable towards the trader, you have much bigger chances of finding a suitable solution to your problem.

How to proceed if the trader is not cooperative?

If the trader refuses to respond to your complaint or gives you an unacceptable answer, you can contact the ECC-centre in you home country to learn about your consumer rights or to submit a complaint.

Our aim of the complaint handling procedure is to achieve a compromise solution by negotiating in disputes between the consumer and the trader.