If you buy a product from a business within the EU, Norway or Iceland, that product must be fit for purpose, work for a reasonable time with normal use and match the description of the product.
If it fails to meet these requirements, it is considered faulty, which means you have strong consumer rights when it comes to fixing the problem. Here’s what you need to know when buying in the EU.
What are my rights if a product is faulty?
If a product is faulty, the seller must fix the problem through a repair or replacement. If the seller is unable to offer you a repair or replacement or if this does not correct the problem, you can ask for a refund.
If a fault arises within one year of purchase, it is presumed to have existed at the time of purchase. If the fault appears more than one year after the purchase, you may need to prove that the fault was not the result of normal wear and tear or your own misuse.
If you are returning the item by post, you should not have to pay for the issue to be fixed or for the postage to return the item to the seller. It’s a good idea to take photographs before you send the item back so that you have evidence of how you sent it.
What is the time limit for reporting faulty goods?
When shopping in the EU, Norway, or Iceland, you have at least two years to look for a remedy for a faulty product. This applies whether you buy products online, in-store, or by mail order.
This is the minimum amount of time you have when purchasing a product from a business in the EU. Each country may have additional laws that give you protection for even longer. For example, Irish legislation gives consumers a six-year timeframe to take a case against a business in Ireland for a faulty product.
However, for the best outcome, it is important that you contact the business as soon as you discover the fault. We have a letter template to request a repair or replacement if you need it.
Should I contact the seller or manufacturer about a faulty product?
You should always contact the seller first to report the issue. Your contract is with the seller who sold you the product and under the law it is up to them to fix the problem. They may contact their suppliers or the manufacturer to resolve the matter, but they cannot pass this responsibility on to the end consumer.
The product is out of warranty can I still get it fixed?
Yes. A manufacturer’s warranty or guarantee can offer additional protection for a consumer, but it is offered as well as and not as a replacement for your statutory rights. This means that even if a warranty or guarantee has expired, you may still be entitled to a repair or replacement if the product is faulty and it’s within the legal timeframe described above. Depending on the type of product and how long ago you bought it, you can raise the issue with the business that sold you the product.
Still having issues?
If you have a complaint about a faulty product you purchased from a business based in the EU and you are unhappy with the outcome having followed our steps, you can submit a complaint to ECCI through our website.
If you are in Ireland and the business you have an issue with is also based in Ireland, you can find more information on the Consumer and Competition Protection Commission (CCPC) website.