FAQ: Faulty Goods and Consumer Rights

If the product is defective, who is responsible for putting things right?

The seller, even for purchases made through an internet platform. However, the platform may have agreed to act as an intermediary so check the terms and conditions.


By when must the consumer notify the seller of a defect?

The consumer must act within a reasonable period of noticing the defect but there is no specific deadline other than the legal period of 6 years.


Who has to prove the presence/absence of a defect and how long do they have to do this?

If a fault occurs within first 6 months after purchase, it is assumed that it was there at the time of sale. The seller must therefore prove the product conformed to the contract when the consumer received it. After the initial 6 months, the consumer has to prove that the product was defective upon delivery.


Is there a third party testing body that can help to provide proof?

The consumer can ask a repair shop for an expert opinion, but they do not have to give one and their opinion might not be accepted by the seller. In the event of a court procedure, the judge may accept the opinion of the consumer’s expert or ask for an independent expert opinion.


What remedies is the consumer entitled to free of charge? Is there a deadline for implementing the solution?

There is a “hierarchy of remedies”. According to national law, rejection of the product and a refund is the first option, followed by repair or replacement. Under EU law, priority is given to replacement or repair followed by refund or reduction of the purchase price. There is no deadline for implementing a solution.


Is the repaired/replaced product covered by a new guarantee?

No, the legal guarantee is extended by the amount of time necessary for the repair or replacement of the product.


Can the consumer take action against the importer or any intermediary in the supply chain up to and including the producer?

Yes, but only if the intermediary offers their own commercial warranty.