Last checked: 09/03/2020

Guarantees and returns

Affected by Brexit?

Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.

If you bought a product or a service online or outside of a shop (by telephone, mail order, from a door-to-door salesperson), you also have the right to cancel and return your order within 14 days, for any reason and without a justification.

If you're not sure which situation applies to you, you can also try our consumer rights tool to help you understand your rights when you shop in the EU.

More information about:

Guarantees for faulty goods

Free of charge, 2-year guarantee for all goods You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order. This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection. If goods you bought anywhere in the EU turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund. You can usually only ask for a partial or full refund when it is not possible to repair or replace the goods. You might not be entitled to a refund if the problem is minor, such as a scratch on a CD case. Additional guarantees (commercial guarantees and warranties) Shops or manufacturers will often offer you an additional commercial guarantee (also called a "warranty"), either included in the price of the product or at an extra cost. This can give you better protection but can never replace or reduce the minimum 2-year guarantee, which you always have under EU rules. Similarly, if a shop sells you a new product more cheaply and claims that you have no guarantee, this only means that you don't have any additional protection. You always have the right to a 2-year guarantee free of charge if the product turns out to be faulty or not as advertised. Sample story Your 2-year legal guarantee cannot be shortened by a commercial guarantee Carla bought a hairdryer with a 6-month seller's guarantee. When it broke after 8 months, she took it back to the shop. The shop assistant told her that her guarantee had run out and that she was not entitled to a refund. Carla rightly pointed out that she had a full 2-year guarantee free of charge under EU consumer protection law, and that the seller's 6-month guarantee only offered additional services. The shop agreed to replace the hairdryer. Second-hand goods Second–hand goods that you buy from a trader are also covered by the minimum 2-year guarantee. However, goods bought from private individuals are not covered. In some EU countries, when you buy second-hand goods you can agree with the trader on a guarantee period of less than 2 years. However, it must be no shorter than 1 year and should be made clear at the time of purchase. How to get goods repaired, replaced or refunded The 2-year guarantee period starts as soon as you receive your goods. If your goods break within these 2 years, the trader always has to provide a solution for you. In some EU countries you also have the right to request a remedy from the manufacturer. If your product breaks within the first 6 months , it is assumed that the problem existed when you received the goods, unless the trader can prove otherwise. Therefore, you have the right to a repair or replacement free of charge, or if this turns out to be too difficult or costly, you may be offered a price reduction or your money back.

, it is assumed that the problem existed when you received the goods, unless the trader can prove otherwise. Therefore, you have the right to a repair or replacement free of charge, or if this turns out to be too difficult or costly, you may be offered a price reduction or your money back. If your product breaks after 6 months, you still have the right to have your goods repaired or replaced for free or, at least, to a price reduction or your money back. However, you may need to prove that the problem existed when you received the goods. The European Consumer Centre in your country can help if you have a problem with goods you bought in or from another EU country. For more detailed information about your rights under national law, check the specific rules on legal guarantees and commercial warranties for the country where you made your purchase: Choose country

* Information not yet provided by national authorities

Your right to cancel and return an order