CINXE.COM

<!DOCTYPE html><html dir="ltr" lang="en-US"><head><meta charset="utf-8"><link rel="shortcut icon" href="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/img/favicon.ico" type="image/png"><title>Guarantees and warranties</title><meta http-equiv="x-ua-compatible" content="IE=edge"/><meta name="generator" content="TYPO3 CMS"/><meta name="description" content="For any purchase from a European professional seller, you benefit from a legal guarantee of conformity of at least 2 years."/><meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1"/><meta name="robots" content="index,follow"/><meta property="og:image" content="https://www.europe-consommateurs.eu/fileadmin/_processed_/a/3/csm_garantie-pexels-skitterphoto-1388947_71dd35984e.jpg"/><meta property="og:image:url" content="https://www.europe-consommateurs.eu/fileadmin/_processed_/a/3/csm_garantie-pexels-skitterphoto-1388947_71dd35984e.jpg"/><meta property="og:image:width" content="5538"/><meta property="og:image:height" content="2899"/><meta property="og:image:alt" content="[Translate to English:] "/><meta name="twitter:card" content="summary"/><meta name="twitter:image" content="https://www.europe-consommateurs.eu/fileadmin/_processed_/a/3/csm_garantie-pexels-skitterphoto-1388947_71dd35984e.jpg"/><meta name="twitter:image:alt" content="[Translate to English:] "/><meta name="apple-mobile-web-app-capable" content="no"/><meta name="google" content="notranslate"/><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/pxp_sitepackage/Resources/Public/vendor/fontawesome-free-6.5.2-web/css/all.css?1723452260" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3temp/assets/bootstrappackage/css/theme-709cc4a40feb0cbe9e6c71405f97e610c4284d24c9442a91711a43c565f9caa4.css?1723452578" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/rx_shariff/Resources/Public/Css/shariff.min.css?1607593063" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/gridgallery/Resources/Public/Libraries/justifiedGallery/justifiedGallery.min.css?1587627919" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/Css/Basic.css?1566916459" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/ns_youtube/Resources/Public/Css/style.css?1586772214" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/Css/font-awesome.css?1723452260" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/Css/nsfeedback.css?1723452260" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/typo3temp/assets/bootstrappackage/css/styles-920747df3b45d04537d904f70a3c0c5257507e6df15ec8a1b58566feff6fd4c6.css?1723452580" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/css/flags.css?1731074348" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/css/styles.css?1631705451" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/css/news.css?1667560842" media="all"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/css/print.css?1601894868" media="print"><link rel="stylesheet" type="text/css" href="https://www.europe-consommateurs.eu/fileadmin/ke_search/Resources/Public/Css/ke_search_pi1.css?1563193066" media="all"><style type="text/css"> /*<![CDATA[*/  /*]]>*/ </style><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/modernizr/modernizr.min.js?1576264258" type="text/javascript" async="async"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/jquery.js?1723452260" type="text/javascript"></script><link rel="prev" href="/en/shopping-internet/14-days-to-withdraw.html"><link rel="next" href="/en/shopping-internet/how-some-websites-deceive-or-manipulate-you.html"><script> var _paq = window._paq = window._paq || []; /* tracker methods like "setCustomDimension" should be called before "trackPageView" */ _paq.push(['disableCookies']); _paq.push(['trackPageView']); _paq.push(['enableLinkTracking']); (function() { var u="//matomo-2024.zev-stats.de/"; _paq.push(['setTrackerUrl', u+'matomo.php']); _paq.push(['setSiteId', '2']); var d=document, g=d.createElement('script'), s=d.getElementsByTagName('script')[0]; g.async=true; g.src=u+'matomo.js'; s.parentNode.insertBefore(g,s); })(); </script><link rel="alternate" hreflang="fr" href="https://www.europe-consommateurs.eu/achats-internet/les-garanties.html"/><link rel="alternate" hreflang="en-US" href="https://www.europe-consommateurs.eu/en/shopping-internet/guarantees-and-warranties.html"/><link rel="alternate" hreflang="x-default" href="https://www.europe-consommateurs.eu/achats-internet/les-garanties.html"/><link rel="canonical" href="https://www.europe-consommateurs.eu/en/shopping-internet/guarantees-and-warranties.html"/><style>body:before{user-select:none;pointer-events:none;background-position:center center;background-repeat:no-repeat;content:'';position:fixed;top:-100%;left:0;z-index:10000;opacity:0;height:100%;width:100%;background-color:#FFFFFF;background-image: url('/fileadmin/bootstrap_package/img/logo_europe-en.svg');background-size:180px 300px;user-select:initial;pointer-events:initial;}.js body:before,.wf-loading body:before{top:0;opacity:1!important;}.wf-active body:before,.wf-inactive body:before{top: 0;opacity:0!important;user-select:none;pointer-events:none;-webkit-transition:opacity 0.25s ease-out;-moz-transition:opacity 0.25s ease-out;-o-transition:opacity 0.25s ease-out;transition:opacity 0.25s ease-out;}</style><script>WebFontConfig={"custom":{"urls":["\/typo3conf\/ext\/bootstrap_package\/Resources\/Public\/Fonts\/bootstrappackageicon.min.css"],"families":["BootstrapPackageIcon"]},"timeout":1000};(function(d){var wf=d.createElement('script'),s=d.scripts[0];wf.src='/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/webfontloader/webfontloader.js';wf.async=false;s.parentNode.insertBefore(wf,s);})(document);</script><script type="application/ld+json">[{"@context":"https:\/\/www.schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"item":{"@id":"https:\/\/www.europe-consommateurs.eu\/en\/index.html","name":"Home"}},{"@type":"ListItem","position":2,"item":{"@id":"https:\/\/www.europe-consommateurs.eu\/en\/shopping-internet.html","name":"Shopping & Internet"}},{"@type":"ListItem","position":3,"item":{"@id":"https:\/\/www.europe-consommateurs.eu\/en\/shopping-internet\/guarantees-and-warranties.html","name":"Guarantees and warranties"}}]}]</script></head><body id="p551" class="page-551 pagelevel-2 language-2 backendlayout-2_columns layout-default"><div id="top"></div><div class="body-bg body-bg-top"><a class="sr-only sr-only-focusable" href="#page-content"><span>Skip to main content</span></a><div id="search-wrapper-mobile" class="d-block d-lg-none search-wrapper"><div class="container search-container top"><div class="footer-language"><ul id="language_menu" class="language-menu"><li class=" "><a href="/achats-internet/les-garanties.html" hreflang="fr" title="France"><span>FR</span></a></li><li class="active "><a href="/en/shopping-internet/guarantees-and-warranties.html" hreflang="en-US" title="English"><span>EN</span></a></li></ul></div><span class="navbar-search"><div class="tx-kesearch-pi1"><form method="get" id="form_kesearch_pi1" name="form_kesearch_pi1" action="/en/search.html"><fieldset class="kesearch_searchbox"><input type="hidden" name="id" value="14"/><div class="kesearchbox"><input type="text" id="ke_search_sword" name="tx_kesearch_pi1[sword]" value="" placeholder="Your search phrase"/><div class="clearer"> </div></div><input id="kesearchpagenumber" type="hidden" name="tx_kesearch_pi1[page]" value="1"/><input id="resetFilters" type="hidden" name="tx_kesearch_pi1[resetFilters]" value="0"/><input id="sortByField" type="hidden" name="tx_kesearch_pi1[sortByField]" value=""/><input id="sortByDir" type="hidden" name="tx_kesearch_pi1[sortByDir]" value=""/><span class="resetbutt"><a href="/en/search.html" class="resetButton"><span>Reset</span></a></span><span class="submitbutt"><input type="submit" value="Find"/></span></fieldset></form></div></span></div></div><header id="page-header" class="bp-page-header navbar navbar-mainnavigation navbar-default navbar-has-image navbar-top navbar-fixed-top"><div id="search-wrapper-desktop" class="d-none d-lg-block search-wrapper"><div class="container search-container top"><div class="footer-language"><ul id="language_menu" class="language-menu"><li class=" "><a href="/achats-internet/les-garanties.html" hreflang="fr" title="France"><span>FR</span></a></li><li class="active "><a href="/en/shopping-internet/guarantees-and-warranties.html" hreflang="en-US" title="English"><span>EN</span></a></li></ul></div><span class="navbar-search"><div class="tx-kesearch-pi1"><form method="get" id="form_kesearch_pi1" name="form_kesearch_pi1" action="/en/search.html"><fieldset class="kesearch_searchbox"><input type="hidden" name="id" value="14"/><div class="kesearchbox"><input type="text" id="ke_search_sword" name="tx_kesearch_pi1[sword]" value="" placeholder="Your search phrase"/><div class="clearer"> </div></div><input id="kesearchpagenumber" type="hidden" name="tx_kesearch_pi1[page]" value="1"/><input id="resetFilters" type="hidden" name="tx_kesearch_pi1[resetFilters]" value="0"/><input id="sortByField" type="hidden" name="tx_kesearch_pi1[sortByField]" value=""/><input id="sortByDir" type="hidden" name="tx_kesearch_pi1[sortByDir]" value=""/><span class="resetbutt"><a href="/en/search.html" class="resetButton"><span>Reset</span></a></span><span class="submitbutt"><input type="submit" value="Find"/></span></fieldset></form></div></span></div></div><div class="container nav-container"><a class="navbar-brand navbar-brand-image" href="/en/index.html"><img class="navbar-brand-logo-normal" src="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/img/logo_europe-en.svg" alt=" logo" height="52" width="180"><img class="navbar-brand-logo-inverted" src="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/img/logo_mobil.svg" alt=" logo" height="52" width="180"></a><div class="nav-item root-nav-item"><a href="/en/questions-and-complaints.html" id="nav-item-7" class="nav-link" title="Questions & Complaints"><span class="nav-link-text">Questions & Complaints</span></a></div><button class="navbar-toggler collapsed" type="button" data-toggle="collapse" data-target="#mainnavigation" aria-expanded="false" aria-label="Toggle navigation"><span class="navbar-toggler-icon"></span></button><nav id="mainnavigation" class="collapse navbar-collapse"><ul class="navbar-nav"><li class="nav-item dropdown dropdown-hover"><a href="/en/travelling-motor-vehicles.html" id="nav-item-3" class="nav-link dropdown-toggle" title="Travelling & Motor Vehicles" aria-haspopup="true" aria-expanded="false"><span class="nav-link-text">Travelling & Motor Vehicles</span></a><ul class="dropdown-menu" aria-labelledby="nav-item-3"><li><a href="/en/travelling-motor-vehicles/air-travel.html" class="dropdown-item" title="Air travel"><span class="dropdown-text">Air travel</span></a></li><li><a href="/en/travelling-motor-vehicles/rail-passenger-rights.html" class="dropdown-item" title="Rail passenger rights"><span class="dropdown-text">Rail passenger rights</span></a></li><li><a href="/en/travelling-motor-vehicles/natural-disasters-armed-conflict-and-cancelled-holidays-what-are-your-rights.html" class="dropdown-item" title="Natural disasters, armed conflict and cancelled holidays: what are your rights?"><span class="dropdown-text">Natural disasters, armed conflict and cancelled holidays: what are your rights?</span></a></li><li><a href="/en/travelling-motor-vehicles/2024-olympic-and-paralympic-games.html" class="dropdown-item" title="2024 Olympic and Paralympic Games"><span class="dropdown-text">2024 Olympic and Paralympic Games</span></a></li><li><a href="/en/travelling-motor-vehicles/travelling-by-ship-or-ferry.html" class="dropdown-item" title="Travelling by ship or ferry"><span class="dropdown-text">Travelling by ship or ferry</span></a></li><li><a href="/en/travelling-motor-vehicles/travelling-by-bus-or-coach.html" class="dropdown-item" title="Travelling by bus or coach"><span class="dropdown-text">Travelling by bus or coach</span></a></li><li><a href="/en/travelling-motor-vehicles/package-holiday.html" class="dropdown-item" title="Package holiday"><span class="dropdown-text">Package holiday</span></a></li><li><a href="/en/travelling-motor-vehicles/motor-vehicles.html" class="dropdown-item" title="Motor vehicles"><span class="dropdown-text">Motor vehicles</span></a></li><li><a href="/en/travelling-motor-vehicles/accommodation-in-france.html" class="dropdown-item" title="Accommodation in France"><span class="dropdown-text">Accommodation in France</span></a></li><li><a href="/en/travelling-motor-vehicles/brexit.html" class="dropdown-item" title="Brexit"><span class="dropdown-text">Brexit</span></a></li><li><a href="/en/travelling-motor-vehicles/calls-sms-internet-in-europe.html" class="dropdown-item" title="Calls, SMS, Internet in Europe"><span class="dropdown-text">Calls, SMS, Internet in Europe</span></a></li><li><a href="/en/travelling-motor-vehicles/gastronomy-in-france.html" class="dropdown-item" title="Gastronomy in France"><span class="dropdown-text">Gastronomy in France</span></a></li><li><a href="/en/travelling-motor-vehicles/health.html" class="dropdown-item" title="Health"><span class="dropdown-text">Health</span></a></li></ul></li><li class="nav-item active dropdown dropdown-hover"><a href="/en/shopping-internet.html" id="nav-item-4" class="nav-link dropdown-toggle" title="Shopping & Internet" aria-haspopup="true" aria-expanded="false"><span class="nav-link-text">Shopping & Internet</span></a><ul class="dropdown-menu" aria-labelledby="nav-item-4"><li><a href="/en/shopping-internet/responsible-online-shopping.html" class="dropdown-item" title="Responsible online shopping"><span class="dropdown-text">Responsible online shopping</span></a></li><li><a href="/en/shopping-internet/buying-second-hand-on-the-internet.html" class="dropdown-item" title="Buying second-hand on the Internet"><span class="dropdown-text">Buying second-hand on the Internet</span></a></li><li><a href="/en/shopping-internet/online-reviews.html" class="dropdown-item" title="Online Reviews"><span class="dropdown-text">Online Reviews</span></a></li><li><a href="/en/shopping-internet/how-to-check-the-trustworthiness-of-a-website.html" class="dropdown-item" title="How to check the trustworthiness of a website?"><span class="dropdown-text">How to check the trustworthiness of a website?</span></a></li><li><a href="/en/shopping-internet/delivery.html" class="dropdown-item" title="Delivery"><span class="dropdown-text">Delivery</span></a></li><li><a href="/en/shopping-internet/14-days-to-withdraw.html" class="dropdown-item" title="14 days to withdraw"><span class="dropdown-text">14 days to withdraw</span></a></li><li><a href="/en/shopping-internet/guarantees-and-warranties.html" class="dropdown-item active" title="Guarantees and warranties"><span class="dropdown-text">Guarantees and warranties <span class="sr-only">(current)</span></span></a></li><li><a href="/en/shopping-internet/how-some-websites-deceive-or-manipulate-you.html" class="dropdown-item" title="How some websites deceive or manipulate you"><span class="dropdown-text">How some websites deceive or manipulate you</span></a></li><li><a href="/en/shopping-internet/purchase-and-proof-of-identity.html" class="dropdown-item" title="Purchase and proof of identity"><span class="dropdown-text">Purchase and proof of identity</span></a></li><li><a href="/en/shopping-internet/buying-from-an-online-marketplace.html" class="dropdown-item" title="Buying from an online marketplace"><span class="dropdown-text">Buying from an online marketplace</span></a></li><li><a href="/en/shopping-internet/purchases-and-vat.html" class="dropdown-item" title="Purchases and VAT"><span class="dropdown-text">Purchases and VAT</span></a></li><li><a href="/en/shopping-internet/animal.html" class="dropdown-item" title="animal"><span class="dropdown-text">animal</span></a></li><li><a href="/en/shopping-internet/e-commerce-and-dropshipping.html" class="dropdown-item" title="Dropshipping: our advice before purchasing"><span class="dropdown-text">Dropshipping: our advice before purchasing</span></a></li><li><a href="/en/shopping-internet/influencers.html" class="dropdown-item" title="Influencers"><span class="dropdown-text">Influencers</span></a></li><li><a href="/en/shopping-internet/spare-parts-and-repairs.html" class="dropdown-item" title="Right to repair in Europe"><span class="dropdown-text">Right to repair in Europe</span></a></li><li><a href="/en/shopping-internet/internet-fraud-and-scams.html" class="dropdown-item" title="Internet fraud and scams"><span class="dropdown-text">Internet fraud and scams</span></a></li><li><a href="/en/shopping-internet/protection-of-your-personal-data.html" class="dropdown-item" title="Protection of your personal data"><span class="dropdown-text">Protection of your personal data</span></a></li><li><a href="/en/shopping-internet/sales-periods.html" class="dropdown-item" title="Sales periods"><span class="dropdown-text">Sales periods</span></a></li><li><a href="/en/shopping-internet/end-of-geoblocking.html" class="dropdown-item" title="End of geoblocking"><span class="dropdown-text">End of geoblocking</span></a></li><li><a href="/en/shopping-internet/dna-testing-on-the-internet.html" class="dropdown-item" title="DNA Testing on the Internet"><span class="dropdown-text">DNA Testing on the Internet</span></a></li><li><a href="/en/shopping-internet/buying-tickets.html" class="dropdown-item" title="Buying tickets"><span class="dropdown-text">Buying tickets</span></a></li><li><a href="/en/shopping-internet/cash-payment-limitations.html" class="dropdown-item" title="Cash payment limitations"><span class="dropdown-text">Cash payment limitations</span></a></li></ul></li><li class="nav-item dropdown dropdown-hover"><a href="/en/living-in-france.html" id="nav-item-662" class="nav-link dropdown-toggle" title="Living in France" aria-haspopup="true" aria-expanded="false"><span class="nav-link-text">Living in France</span></a><ul class="dropdown-menu" aria-labelledby="nav-item-662"><li><a href="/en/living-in-france/coronavirus-in-france.html" class="dropdown-item" title="Coronavirus in France"><span class="dropdown-text">Coronavirus in France</span></a></li><li><a href="/en/living-in-france/moving-to-france.html" class="dropdown-item" title="Moving to France"><span class="dropdown-text">Moving to France</span></a></li><li><a href="/en/living-in-france/renting-in-france.html" class="dropdown-item" title="Renting in France"><span class="dropdown-text">Renting in France</span></a></li><li><a href="/en/living-in-france/leaving-france.html" class="dropdown-item" title="Leaving France"><span class="dropdown-text">Leaving France</span></a></li><li><a href="/en/travelling-motor-vehicles/motor-vehicles/driving-in-france.html" class="dropdown-item" title="Driving in France"><span class="dropdown-text">Driving in France</span></a></li><li><a href="/en/living-in-france/insurance-in-france.html" class="dropdown-item" title="Insurance in France"><span class="dropdown-text">Insurance in France</span></a></li><li><a href="/en/living-in-france/means-of-payment-in-france.html" class="dropdown-item" title="Means of payment in France"><span class="dropdown-text">Means of payment in France</span></a></li><li><a href="/en/living-in-france/the-chargeback-procedure.html" class="dropdown-item" title="The "chargeback" procedure"><span class="dropdown-text">The "chargeback" procedure</span></a></li><li><a href="/en/living-in-france/how-to-pay-with-your-phone.html" class="dropdown-item" title="How to pay with your phone or watch in Europe?"><span class="dropdown-text">How to pay with your phone or watch in Europe?</span></a></li><li><a href="/en/living-in-france/electronic-termination-of-contracts.html" class="dropdown-item" title="Electronic termination of contracts"><span class="dropdown-text">Electronic termination of contracts</span></a></li><li><a href="/en/living-in-france/communication-in-france.html" class="dropdown-item" title="Communication in France"><span class="dropdown-text">Communication in France</span></a></li></ul></li><li class="nav-item dropdown dropdown-hover"><a href="/en/publications-videos.html" id="nav-item-6" class="nav-link dropdown-toggle" title="Publications & Videos" aria-haspopup="true" aria-expanded="false"><span class="nav-link-text">Publications & Videos</span></a><ul class="dropdown-menu" aria-labelledby="nav-item-6"><li><a href="/en/publications-videos/brochures.html" class="dropdown-item" title="Brochures"><span class="dropdown-text">Brochures</span></a></li><li><a href="/en/publications-videos/studies.html" class="dropdown-item" title="Studies"><span class="dropdown-text">Studies</span></a></li><li><a href="/en/publications-videos/videos.html" class="dropdown-item" title="Videos"><span class="dropdown-text">Videos</span></a></li></ul></li><li class="nav-item dropdown dropdown-hover"><a href="/en/questions-and-complaints.html" id="nav-item-7" class="nav-link dropdown-toggle" title="Questions & Complaints" aria-haspopup="true" aria-expanded="false"><span class="nav-link-text">Questions & Complaints</span></a><ul class="dropdown-menu" aria-labelledby="nav-item-7"><li><a href="/en/questions-and-complaints/how-to-file-a-police-complaint.html" class="dropdown-item" title="How to file a police complaint?"><span class="dropdown-text">How to file a police complaint?</span></a></li></ul></li></ul></nav></div></header><div id="c7275" class="frame frame-default frame-type-carousel frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="static-carousel carousel"><div class="carousel-content"><div class="valign"><div class="carousel-image vcontainer"><picture><source data-variant="default" data-maxwidth="1100" media="(min-width: 1200px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_c32cefd836.jpg"><source data-variant="large" data-maxwidth="920" media="(min-width: 992px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_b9af49919a.jpg"><source data-variant="medium" data-maxwidth="680" media="(min-width: 768px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_95e7d80cd1.jpg"><source data-variant="small" data-maxwidth="500" media="(min-width: 576px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_c472e92b38.jpg"><source data-variant="extrasmall" data-maxwidth="374" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_4a5938ff2a.jpg"><img loading="lazy" title="insurance-umbrella-protection.jpg" alt="Bottom view of an umbrella that protects from the sun's rays." src="https://www.europe-consommateurs.eu/fileadmin/_processed_/e/f/csm_assurance-parapluie-protection_c32cefd836.jpg" width="1100" height="734"/></picture></div></div></div></div></div></div></div><nav class="breadcrumb-section" aria-label="breadcrumb"><div class="container"><p class="sr-only" id="breadcrumb">You are here:</p><ol class="breadcrumb"><li class="breadcrumb-item"><a class="breadcrumb-link" href="/en/index.html" title="Home"><span class="breadcrumb-text">Home</span></a></li><li class="breadcrumb-item"><a class="breadcrumb-link" href="/en/shopping-internet.html" title="Shopping & Internet"><span class="breadcrumb-text">Shopping & Internet</span></a></li><li class="breadcrumb-item active" aria-current="page"><span class="breadcrumb-text">Guarantees and warranties</span></li></ol></div></nav><div id="page-content" class="bp-page-content main-section"><div class="section section-default"><div class="container"><div class="section-row"><main class="section-column maincontent-wrap" role="main"><div id="c7276" class="frame frame-default frame-type-text frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h1 class="element-header "><span>Your guarantees in case of a product defect</span></h1><p class=""><time datetime="01-08-2024"> 1 August, 2024</time></p></header><p><strong>Thanks to the European Union, for any purchase in store or on the Internet from a professional seller, you benefit from a legal guarantee of conformity of at least 2 years, which allows you to ask the seller to repair or exchange the good, or if this proves impossible, the reimbursement of the sums paid. Since January 1st 2022, this guarantee has been extended to connected goods as well as to digital content and services. From 2026, you should be better informed about the existence, duration and features of this guarantee. </strong></p><p><strong>Check out our FAQ to learn all about your guarantees if you purchase a non-compliant product in the EU.</strong></p></div></div></div><div id="c7277" class="frame frame-default frame-type-list frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div data-mail-url="mailto:" data-orientation="horizontal" data-theme="standard" data-services="["twitter","linkedin","whatsapp","mail","print"]" data-lang="en" class="shariff"></div></div></div></div><div id="c11635" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="accordion" id="accordion-11635"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-11635-4753"><h4 class="accordion-title"><a href="#accordion-11635-4753" class="accordion-title-link" data-toggle="collapse" data-parent="#accordion-11635" aria-expanded="true" aria-controls="accordion-11635-4753"><span class="accordion-title-link-text">Summary</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-11635-4753" class="accordion-collapse collapse show" aria-labelledby="accordion-heading-11635-4753" data-parent="#accordion-11635"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><ol><li>A product is non-compliant when...</li><li>On which products and in which countries does the warranty apply?</li><li>Legal guarantee of conformity: duration and proof of defect</li><li>Legal guarantee: what are my rights?</li><li>You choose to have your product repaired</li><li>What guarantee for used or reconditioned goods?</li><li>Other guarantees</li><li>Who can help me in case of a dispute?</li></ol></div></div></div></div></div></div></div></div></div><div id="c9515" class="frame frame-default frame-type-text frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>A product is non-compliant when...</span></h2></header><ul class="list-normal"><li>You cannot use the product as usual ;</li><li>Or its functionalities do not correspond to the description given by the seller ;</li><li>Or the product does not have the qualities announced in the advertisements ;</li><li>Or the product does not have the characteristics you agreed with the seller or does not fit with the specific purpose that you are looking for and which you have communicated to the seller ;</li><li>Or you did not receive all the accessories or the installation instructions are incomplete or incomprehensible ;</li><li>Or the product has a manufacturing defect.</li></ul><div class="well"><p>This guarantee therefore <strong>does not cover apparent defects</strong>, deterioration of the product due to abnormal use of the product or wear and tear of the product, except if it is explicitly stated in the characteristics of the product that it is indestructible, for example.</p></div><p>Nor can you claim a defect in one or more characteristics of the good if you knew at the time of purchase that they were not part of the conformity criteria of the good.</p><div class="well"><p>If you purchased your product <strong>after January 1, 2022</strong>, it is compliant if :</p><ul class="list-normal"><li>it corresponds to the description, type, quantity and quality, including functionality, compatibility, interoperability, or any other characteristic provided for in the contract ;</li><li>it corresponds to the special use you were looking for and that you specified to the seller ;</li><li>it is delivered with all accessories and installation instructions ;</li><li>it is supplied with updates ;</li><li>it corresponds to the quantity, quality and other characteristics, including durability, functionality, compatibility and safety, that the consumer can legitimately expect for products of the same type, referring to the nature of the good or to the seller's statements, advertising or labelling.</li></ul></div><div class="well"><p><strong>Good to know </strong>: digital contents and services also benefit from a guarantee in case of defect. In addition to the above criteria, these products or their contract updates are considered non-compliant if they are incompatible, if they cannot be adapted to other devices or systems. Furthermore directive 2019/771 on certain aspects concerning contracts for the sale of goods and directive 2019/770 on certain aspects concerning contracts for the supply of digital content and digital services will replace the current rules. Transposition into the national laws should have intervened by 1 July 2021 for an application by 1 January 2022.</p></div></div></div></div><div id="c9516" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>On which products and in which countries does the warranty apply ?</span></h2></header><div class="accordion" id="accordion-9516"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9516-3820"><h4 class="accordion-title"><a href="#accordion-9516-3820" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9516" aria-expanded="false" aria-controls="accordion-9516-3820"><span class="accordion-title-link-text">Which products are covered by the legal guarantee of conformity ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9516-3820" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9516-3820" data-parent="#accordion-9516"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>You benefit from a <strong>legal guarantee of conformity</strong> on all new or used goods such as furniture, cars, computers, household appliances...purchased from a seller <strong>based in France or in a European Union Member state</strong>.</p><div class="well"><p>Since <strong>January 1, 2022</strong>, the warranty has been extended to <strong>connected products </strong>(connected watch or fridge, voice assistant...) as well as to<strong> digital services and content</strong>. You can therefore invoke the legal guarantee of conformity when, for example, your connected watch, an online video game, your favourite social network, your subscription to video on demand (VOD) or to a dating site does not work.</p><p>The guarantee applies <strong>even if you have not paid a price</strong> to benefit from these digital contents or services <strong>but if you have provided personal data</strong>.</p></div><p>Please note! There is no legal guarantee of conformity on :</p><ul class="list-normal"><li>goods sold on seizure or by authority of justice ;</li><li>second-hand goods sold at public auction ;</li><li><strong>domestic animals </strong>(pets).</li></ul><ul class="list-normal"><li>Some<strong> purely digital contents and services</strong> (internet access, sending SMS, gambling services, financial services, health care, open source software...) are subject to other regulations (article L. 224-25-3 搂II and following of the Consumer Code). The legal guarantee of conformity does not apply either to digital content provided <strong>on a material support that only serves to transport the digital content</strong> (CD, DVD, USB keys, memory cards...).</li></ul></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9516-3821"><h4 class="accordion-title"><a href="#accordion-9516-3821" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9516" aria-expanded="false" aria-controls="accordion-9516-3821"><span class="accordion-title-link-text">Does the legal guarantee of conformity apply in the same way in all European countries ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9516-3821" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9516-3821" data-parent="#accordion-9516"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Yes and no. <strong>Europe has set a principle </strong>: you benefit from a <strong>minimum 2-year guarantee</strong><strong>for any purchase in store or on the Internet from a professional seller based in the EU</strong>. However, each country was then free to set conditions of application adapted to its pre-existing rules or ideology. Thus, <strong>the duration of the guarantee and the terms</strong> for invoking it<strong> can differ from one country to another</strong>.</p><div class="well"><p><strong>Good to know :</strong></p><ul class="list-normal"><li>By buying in a physical store <strong>France </strong>: you benefit from the<strong> French rules regarding guarantees</strong>.</li><li>By buying online from <strong>France </strong>from a <strong>seller based in another European Member state directing its activities to France</strong>, for example via a website in .fr, written in French, offering the possibility to pay with French means of payment... <strong>you benefit in principle from French law</strong>.</li><li>By buying online from <strong>France from </strong>a European seller<strong> who does not target French customers</strong> (website not written in French, not in .fr, France not included in the delivery destination countries, no French customer service...),<strong> you may be subject to the law of the seller's country</strong>.</li></ul></div><p>To find out which rules are applicable to your purchase: contact the <a href="http://eccnet.eu" target="_blank">European Consumer Centre of your country of residence</a>.</p><p> </p></div></div></div></div></div></div></div></div></div><div id="c11634" class="frame frame-default frame-type-image frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="gallery-row"><div class="gallery-item gallery-item-size-1"><figure class="image"><picture><source data-variant="default" data-maxwidth="815" media="(min-width: 1200px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_fccc59fdcb.jpg"><source data-variant="large" data-maxwidth="680" media="(min-width: 992px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_e0c1bae56d.jpg"><source data-variant="medium" data-maxwidth="680" media="(min-width: 768px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_e0c1bae56d.jpg"><source data-variant="small" data-maxwidth="500" media="(min-width: 576px)" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_56b7647d59.jpg"><source data-variant="extrasmall" data-maxwidth="374" srcset="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_d4041860de.jpg"><img loading="lazy" title="Cam茅ra Polaroid" alt="Cam茅ra Polaroid avec la garantie" src="https://www.europe-consommateurs.eu/fileadmin/_processed_/0/7/csm_OB-151_fccc59fdcb.jpg" width="815" height="544"/></picture></figure></div></div></div></div></div><div id="c9525" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>Legal guarantee of conformity: duration and proof of defect</span></h2></header><div class="accordion" id="accordion-9525"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9525-3852"><h4 class="accordion-title"><a href="#accordion-9525-3852" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9525" aria-expanded="false" aria-controls="accordion-9525-3852"><span class="accordion-title-link-text">How long is the legal guarantee period ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9525-3852" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9525-3852" data-parent="#accordion-9525"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>The legal guarantee of conformity is <strong>at least 2 years from delivery </strong>in most European countries (in <strong>France </strong>for example) but it can be<strong> longer </strong>: 3 years in <strong>Sweden </strong>for example.</p><p>Several countries also take into account the <strong>average lifespan of the product </strong>to determine the duration of the guarantee (up to 5 years in <strong>Iceland </strong>and <strong>Norway</strong>). The <strong>Netherlands</strong> for example use the expected average life of the product, its price, the type of shop it was purchased from or information from producers to determine the duration of the guarantee.</p><p>For connected goods purchased in 2022 which service or digital content turns out to be defective, you will benefit from a warranty of :</p><ul class="list-normal"><li>2 years if the digital content was unique, for an indeterminate duration or less than 2 years (downloading a file, purchasing a movie on a platform),</li><li>equal to the duration of the subscription in the case of a continuous service of more than 2 years (subscription to a channel or digital radio streaming for example).</li></ul></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9525-3853"><h4 class="accordion-title"><a href="#accordion-9525-3853" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9525" aria-expanded="false" aria-controls="accordion-9525-3853"><span class="accordion-title-link-text">What is the duration of the legal guarantee after exchange or repair ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9525-3853" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9525-3853" data-parent="#accordion-9525"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>In 10 countries (<strong>Belgium</strong>, <strong>Bulgaria</strong>, <strong>Ireland</strong>, <strong>Italia</strong>, <strong>Lithuania</strong>, <strong>Luxembourg</strong>, <strong>Malta</strong>, <strong>the Netherlands</strong>, <strong>Norway </strong>and <strong>Romania</strong>), the <strong>legal guarantee is suspended during the repair or exchange</strong> of the product.</p><p>In other countries such as <strong>Austria</strong>, <strong>Croatia</strong>, <strong>Greece </strong>and <strong>Iceland</strong>, the repaired or exchanged product is <strong>guaranteed again for 2 years </strong>(from the delivery).</p><p>In <strong>France</strong>, a suspension of the guarantee until 2022 was only provided for under the commercial guarantee in the event of immobilisation for more than 7 days.</p><p>For products purchased starting 2022 that you have repaired under the legal guarantee of conformity, you benefit from a 6-month guarantee extension and any immobilisation period is taken into account.</p><p>If you choose to have the product repaired but the seller does not do so, you can ask for a replacement. This also leads to a renewal of the legal guarantee of conformity and an extension of the time limit to take legal action by two years.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9525-3854"><h4 class="accordion-title"><a href="#accordion-9525-3854" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9525" aria-expanded="false" aria-controls="accordion-9525-3854"><span class="accordion-title-link-text">Who has to prove the defect ? the seller or the consumer ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9525-3854" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9525-3854" data-parent="#accordion-9525"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Europe wanted to protect consumers because it is often difficult to provide proof of a defect, by resorting to an expert assessment, which can be costly. <strong>Therefore, for at least 6 months,</strong> any defect is presumed to have existed at the time of delivery and <strong>you do not need  to prove the defect to invoke the guarantee, </strong>unless this presumption is incompatible with the nature of the goods or the nature of the lack of conformity.</p><p>In <strong>France </strong>and in <strong>Portugal for example</strong>, this reversal of the burden of proof lasts for the entire duration of the guarantee. Thus, you <strong>do not have to prove to your seller a defect that would appear within two years of delivery of the product: </strong>it is presumed to have existed upon delivery and it is up to your seller to demonstrate that the product was in conformity. In <strong>Slovakia </strong>and <strong>Poland</strong>, for example, this period is one year.</p><p>Since January 1st 2022, you do not have to prove anything during the first 12 months after delivery. In France and Portugal, the period is still 2 years.</p><p>If you buy an online game or a connected good (smartphone, connected watch...) or if you subscribe to a video-on-demand service or any other contract that provides for the supply of digital content or services during a certain period, it is up to the trader to prove that he has delivered a compliant product or service throughout this period.</p><p>The guarantee may be excluded if the seller proves that the non-conformity is due to an incompatibility of the product with your digital environment. For example, you cannot play an online video game because your computer's processor or graphics card is not powerful enough, even though the minimum requirements for the game were specified by the seller before you purchased the game.</p><p>To determine whether the defect is due to incompatibility, the professional may ask you to cooperate in a reasonable, necessary and least intrusive way. If you do not cooperate, it may be up to you to prove the lack of conformity.</p></div></div></div></div></div></div></div></div></div><div id="c9517" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>Legal guarantee: what are my rights ?</span></h2></header><div class="accordion" id="accordion-9517"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3822"><h4 class="accordion-title"><a href="#accordion-9517-3822" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3822"><span class="accordion-title-link-text">Who should I contact to invoke the legal guarantee of conformity ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3822" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3822" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Contact your <strong>seller</strong>. He/she is responsible for the application of the legal guarantee of conformity. He/she <strong>should not redirect you to the manufacturer</strong>.</p><p>Your seller is in liquidation? In some countries, there is a possibility to go up the marketing chain and to invoke the guarantee with another party (reseller, manufacturer, etc.). This is for example the case in <strong>Iceland, Finland, Norway, and Sweden.</strong></p><p>In <strong>France,</strong> such action is only possible within the framework of the legal guarantee for hidden defects.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3823"><h4 class="accordion-title"><a href="#accordion-9517-3823" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3823"><span class="accordion-title-link-text">How soon should I inform the seller of the defect ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3823" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3823" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>In <strong>France,</strong> no deadline has been set but it is better to act quickly.</p><p>In 11 European countries, the consumer must inform the seller within 2 months of discovering the defect (<strong>Bulgaria, Croatia, Cyprus, Estonia, Italy, Malta, Portugal, Romania, Slovenia, and Spain</strong>). In the other countries, the buyer must act within a reasonable period of time.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3824"><h4 class="accordion-title"><a href="#accordion-9517-3824" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3824"><span class="accordion-title-link-text">Exchange, repair, reimbursement: what are my rights ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3824" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3824" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>EU legislation foresees a so called hierarchy of remedies.</p><p><strong>In case of lack of conformity</strong>, you are entitled (in order) :</p><ol><li>To request repair or exchange of the product from the seller within a reasonable period of time ; </li><li>If repair or exchange of the product is impossible, not carried out within a reasonable period of time (1 month for example in <strong>France </strong>and <strong>Bulgaria</strong>, or 15 days in <strong>Luxemburg</strong>, <strong>Hungary</strong>, <strong>Romania </strong>for example) or too complicated or too costly for the seller, you have the right to return the product and be refunded the sums paid or keep the good and obtain a partial refund.</li></ol><p>In <strong>Greece</strong>, <strong>Poland</strong>, <strong>Portugal </strong>and <strong>Slovenia </strong>for example, you do not have to respect this hierarchy of solutions and you can freely choose between the different options.</p><p>In <strong>France</strong>, in the event of a lack of conformity, <strong>you can choose first between repair and replacement </strong>of the good or, failing that, and in <strong>a second stage</strong> (unless the defect is very serious), between a <strong>price reduction and the cancellation of the contract</strong>. The seller may refuse your choice if this would involve manifestly disproportionate costs. For contracts concluded<strong> after January 1, 2022, the seller must justify in writing his refusal to follow your choice</strong>.</p><p>If you chose the repair of the product rather than the exchange but the seller does not follow through, you can request the replacement of the good with a renewal of the <strong>legal guarantee of conformity for 2 years</strong>.</p><div class="well"><p>Good to know : the European Commission has published a <a href="/en/shopping-internet/spare-parts-and-repairs.html">proposal for a directive on the right to repair</a> on 22 March 2023, which would overhaul the legal guarantee of conformity. The seller could be required to repair the product as a matter of priority, unless it costs more than replacement. However, the text will still be subject to parliamentary debate.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3825"><h4 class="accordion-title"><a href="#accordion-9517-3825" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3825"><span class="accordion-title-link-text">How long does the seller have to act ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3825" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3825" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><div class="well"><p><strong>Since January 1st 2022</strong>, the seller must bring the item into conformity within a reasonable time and <strong>in any case within 30 days</strong>.</p><p>If the 30 days deadline is exceeded, or if the seller refuses to bring the good into conformity, you have the right to<strong> a price reduction </strong>or to the <strong>resolution of the contract </strong>and thus to a refund.  In case of supply of digital content or service,<strong> the seller must ensure compliance without undue delay</strong>.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3826"><h4 class="accordion-title"><a href="#accordion-9517-3826" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3826"><span class="accordion-title-link-text">How to send back your article within the legal guarantee of conformity ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3826" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3826" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><ul class="list-normal"><li><span style="font-size:1rem">Contact your seller to know the address and the terms of return of the product. In some cases, the return address is not the same as the one from which the parcel was sent.</span></li><li>Ask him/her to send you a return label.</li></ul><p><strong>Beware </strong>: if the trader asks you to advance the return costs and you accept, you become responsible for the transport and will have to assume the loss of the parcel (contact the carrier, ask for explanations, launch an investigation...).</p><p><strong>The articles must be packed safely</strong>. It is possible to use the original packaging if it is solid and still in good condition, but it is not mandatory. Do not hesitate to <strong>take pictures of the goods and the package</strong> before closing and sending it.   </p><p><strong><a href="/en/shopping-internet/delivery.html">More information about deliveries in Europe</a></strong></p><p> </p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3827"><h4 class="accordion-title"><a href="#accordion-9517-3827" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3827"><span class="accordion-title-link-text">If I am entitled to a price reduction, how much will it be ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3827" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3827" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><div class="well"><p>If you purchased your product starting<strong> 2022</strong>, the price reduction is proportional to the difference between the value of the good received and the value of the good without defects.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3828"><h4 class="accordion-title"><a href="#accordion-9517-3828" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3828"><span class="accordion-title-link-text">Am I entitled to updates for my connected goods, digital content or services ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3828" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3828" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>If you have purchased a connected watch or fridge, the seller must inform you and <strong>send you updates</strong>, i.e.<strong> changes to maintain, adapt or improve the functionality or security of the good or service</strong>.</p><p>You must receive updates :</p><ul class="list-normal"><li>either during a period that you can legitimately expect, given the product purchased ;</li><li>or for 2 years if the sales contract provided for the digital content to be supplied during a certain period ;</li><li>for the duration of the contract if the digital content is to be provided for more than 2 years.</li></ul><div class="well"><p>Good to know: in 2026, sellers of connected goods will have to inform you, before you buy, of the minimum period for which manufacturers guarantee the supply of software updates (<a href="https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32024L0825" target="_blank">European directive</a>).</p><p>Sellers will also have to <strong>inform you when software updates</strong> are likely to have a negative impact on the operation of the device (for example on the battery of a smartphone, or a general slowdown of the smartphone, or the performance of certain applications).</p><p>All updates are subject to this rule, including those relating to the<strong> security and functionality</strong> of the device concerned.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3829"><h4 class="accordion-title"><a href="#accordion-9517-3829" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3829"><span class="accordion-title-link-text">Can the seller force me to accept an update to a connected good, digital content or service ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3829" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3829" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>If the update <strong>goes beyond what is provided for </strong>in the contract and is not necessary to ensure the conformity of your connected object, <strong>you are free to refuse it</strong>.</p><p>Therefore, <strong>the trader cannot deprive you of the original functionality of the connected object or digital service if you refuse it</strong>.</p><div class="well"><p><em>Exemples : </em></p><ul class="list-normal"><li><em>You buy a connected speaker. After one year, the seller imposes an update to improve certain functionalities that are not necessary for the proper functioning of the speaker. You can refuse this update without being deprived of the initial functionalities of the speaker. </em></li><li><em>An instant messaging service updates its terms of use. If this update is not necessary for the operation of the application, you can refuse the update without being deprived of the use of this messaging service.</em> </li></ul></div><p>If you do not install the updates, the seller will not be liable for any lack of compliance resulting from such non-installation, unless you were not informed of the availability of the updates or were unable to install them due to deficiencies in the instructions.</p><div class="well"><p>Good to know: from September 2026, a European directive will prohibit any professional from presenting you with a software update as being necessary to maintain the conformity of your appliance if this update merely improves its functionality.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3830"><h4 class="accordion-title"><a href="#accordion-9517-3830" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3830"><span class="accordion-title-link-text">I have informed the seller of the cancellation of the sale, what should I do now ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3830" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3830" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>You must <strong>return the products to the seller at his expense</strong> and he/she must<strong> reimburse you the price paid</strong> upon receipt of the products or proof of their shipment but <strong>no later than 14 days</strong>. The refund must be made by the same means of payment used at the time of purchase (unless otherwise agreed), and without additional charges.</p><p>For a digital service, in the event of termination of the contract, you must be given the opportunity to recover any content you may have created or provided, free of charge and within a reasonable period of time.  This right <strong>is available to you whether you have paid or provided personal data </strong>in exchange for the digital service.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9517-3831"><h4 class="accordion-title"><a href="#accordion-9517-3831" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9517" aria-expanded="false" aria-controls="accordion-9517-3831"><span class="accordion-title-link-text">Who has to pay for the return of the good ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9517-3831" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9517-3831" data-parent="#accordion-9517"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>It is <strong>up to the seller to bear his costs </strong>because the application of the legal guarantee of conformity must be <strong>free of charge for the consumer</strong>.</p><p>EU legislation clearly indicates that free of charge refers to the necessary costs incurred to bring the goods into conformity, particularly the cost of postage, labour and materials.</p></div></div></div></div></div></div></div></div></div><div id="c9519" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>You choose to have your product repaired</span></h2></header><div class="accordion" id="accordion-9519"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3832"><h4 class="accordion-title"><a href="#accordion-9519-3832" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3832"><span class="accordion-title-link-text">Who has to pay for the repair charges ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3832" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3832" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>For products purchased <strong>after January 1, 2022</strong>, if you choose to have the product repaired or exchanged, you must make your good available <strong>to the seller who will pick up the non-conforming product and then reinstall the repaired or exchanged good</strong>. <strong>This should not cost you any money</strong>. Otherwise, you have the right to ask for a reduction in the price of the product or to cancel the contract.</p><p>It should be pointed out that French legislation foresees that traders have the obligation to offer a non-surcharged phone number to consumers when the call concerns the proper execution of a contract, a complaint, the exercise of the <a href="/en/shopping-internet/14-days-to-withdraw.html">right of withdrawal</a> in the case of a distance sale, the implementation of a guarantee.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3833"><h4 class="accordion-title"><a href="#accordion-9519-3833" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3833"><span class="accordion-title-link-text">Is the warranty suspended during the repair period ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3833" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3833" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Yes, <strong>any period during which your device is immobilised for repair suspends the warranty</strong>. The same applies during the negotiation period when you are trying to reach an amicable settlement with your seller.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3834"><h4 class="accordion-title"><a href="#accordion-9519-3834" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3834"><span class="accordion-title-link-text">Does the seller have to inform me about the reparability of my device ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3834" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3834" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Yes, because the reparability of a product is now an essential characteristic. You must be informed <strong>at the time of purchase of the environmental qualities and characteristics of the products</strong>.</p><div class="well"><p><em>Examples: The product contains recycled materials or was made from renewable resources. This product is sustainable, compostable, repairable, recyclable. Or, this product contains hazardous substances, precious metals or rare earths.</em></p></div><p>You should also<strong> be aware of any premiums or penalties paid by the producer</strong> based on environmental performance criteria.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3835"><h4 class="accordion-title"><a href="#accordion-9519-3835" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3835"><span class="accordion-title-link-text">I wanted to have my property repaired, but the seller refused. What should I do ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3835" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3835" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><div class="well"><p>For products purchased starting <strong>2022</strong>, if you choose to have the product repaired (rather than exchanged) but the seller does not do so, you can ask for the <strong>replacement of the good with a renewal of the legal guarantee of conformity for 2 years</strong>.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3836"><h4 class="accordion-title"><a href="#accordion-9519-3836" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3836"><span class="accordion-title-link-text">Is it possible to repair the device myself with spare parts ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3836" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3836" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><div class="well"><p>In <strong>France</strong>, from 2022, with the law of February 10, 2020 on the fight against waste and for a circular economy, <strong>you will have to know for 5 years</strong> from the marketing of the latest model whether spare parts for household appliances, small IT and telecommunications equipment, screens and monitors or medical <strong>equipment are available</strong>. Professionals in charge of the maintenance and repair of these devices must systematically offer to use second-hand spare parts rather than new parts.</p><p> </p><p>It is the manufacturer or importer of movable goods who informs the seller of the availability or non-availability of spare parts and the time frame for their provision. For electrical and electronic equipment and furniture, if no information is given, the spare parts are presumed not to be available.</p><p>The manufacturers or importers of electrical and electronic equipment shall inform the sellers of their products as well as the professional repairers, at the request of the latter, of the details of the elements constituting the commitment to the duration of availability of spare parts. This information is made available in particular from a dematerialised support.</p><p>For certain electronic and electrical products, <strong>spare parts</strong> must be <strong>available for a minimum of 5 years from the time they are placed on the market</strong>.</p><p>The manufacturer or importer will have <strong>15 days to provide the spare parts</strong>.</p></div><p>In <strong>Portugal</strong>, the consumer has the right to after-sales assistance and in particular to spare parts during the average life of his appliance.</p><p>In <strong>Greece </strong>(this is an obligation of the seller) and <strong>Romania </strong>(obligation of the manufacturer), spare parts must be made available throughout the expected lifetime of the product.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9519-3837"><h4 class="accordion-title"><a href="#accordion-9519-3837" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9519" aria-expanded="false" aria-controls="accordion-9519-3837"><span class="accordion-title-link-text">What should I do if the seller does not have the necessary spare parts for the repair ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9519-3837" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9519-3837" data-parent="#accordion-9519"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Some sellers sometimes mention the impossibility of repair due to the manufacturer鈥檚 refusal to supply spare parts.</p><p>In <strong>France</strong>, the manufacturer or importer must inform the seller of the "availability or unavailability of essential spare parts and, the period during which or the date until which these parts are available on the market. .... "</p><div class="well"><p>Since <strong>January 1st 2022</strong>, the <strong>manufacturer or importer has 15 days (not 2 months) to provide spare parts</strong> to professional sellers, reconditioners or repairers.</p></div></div></div></div></div></div></div></div></div></div><div id="c9520" class="frame frame-default frame-type-panel frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="card card-panel card-panel-primary"><div class="card-body"><p>More information about the repair of devices in our article <strong><a href="/en/shopping-internet/spare-parts-and-repairs.html">Spare parts and repair of products in Europe</a></strong>.</p></div></div></div></div></div><div id="c9521" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>What guarantee for used or reconditioned goods ?</span></h2></header><div class="accordion" id="accordion-9521"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9521-3840"><h4 class="accordion-title"><a href="#accordion-9521-3840" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9521" aria-expanded="false" aria-controls="accordion-9521-3840"><span class="accordion-title-link-text">Is a second-hand good covered by the legal guarantee of conformity ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9521-3840" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9521-3840" data-parent="#accordion-9521"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Yes, whether you buy a new or second-hand good, you benefit from a legal guarantee of conformity. However, the duration can be different (only 1 year in <strong>Germany </strong>for example).</p><p>In 14 European countries, you have a <strong>2-year guarantee even for second-hand goods </strong>(<strong>Bulgaria</strong>, <strong>Denmark</strong>, <strong>Estonia</strong>, <strong>Finland</strong>, <strong>France</strong>, <strong>Greece</strong>, <strong>Iceland</strong>, <strong>Ireland</strong>, <strong>Leetonia</strong>, <strong>Lithuania</strong>, <strong>Malta</strong>, <strong>the Netherlands</strong>, <strong>Norway</strong>, <strong>Sweden and United Kingdom</strong>). However, you may have <strong>to prove the defect</strong>.</p><p>In <strong>France</strong>, for example, you have a 2-year guarantee for second-hand goods but the above mentioned reversal of burden of proof only operates <strong>during the first 6 months after delivery. </strong>From 2022, with the law of February 10, 2020 on the fight against waste and for a circular economy, this duration will be extended to 12 months.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9521-3841"><h4 class="accordion-title"><a href="#accordion-9521-3841" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9521" aria-expanded="false" aria-controls="accordion-9521-3841"><span class="accordion-title-link-text">I bought my appliance second hand from a private individual, can I benefit from the guarantee ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9521-3841" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9521-3841" data-parent="#accordion-9521"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Yes, if the good is still under guarantee, i.e. if it was bought less than two years ago. You will therefore have the same rights as your private seller would have had towards his initial professional seller concerning the legal guarantee, as well as the commercial warranty.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9521-3842"><h4 class="accordion-title"><a href="#accordion-9521-3842" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9521" aria-expanded="false" aria-controls="accordion-9521-3842"><span class="accordion-title-link-text">Is a "refurbished" product a used good ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9521-3842" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9521-3842" data-parent="#accordion-9521"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p><strong>There is still no definition at European level of a reconditioned product.</strong> It is sometimes considered as a new product (if the device put back on sale has never been used for example), sometimes as a second-hand product (repaired with spare parts).</p><p><strong>In France, a reconditioned product is always second-hand</strong>. It is a product that has undergone tests to meet the legal obligations of safety and consumer use. Its functionalities must have been tested and if necessary, repaired. It must have been <strong>emptied of all personal data recorded by the previous user</strong>.</p><div class="well"><p>The difference between new and used goods has consequences <strong>on the proof of defect </strong>:<strong> you don't have to prove anything for 6 months for used goods (or 1 year if you bought your used goods starting 2022), 24 months for new goods</strong>.</p></div></div></div></div></div></div></div></div></div></div><div id="c9522" class="frame frame-default frame-type-accordion frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>Other guarantees</span></h2></header><div class="accordion" id="accordion-9522"><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3843"><h4 class="accordion-title"><a href="#accordion-9522-3843" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3843"><span class="accordion-title-link-text">What is the guarantee against hidden defects ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3843" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3843" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>In <strong>France</strong>, in addition of the conformity guarantee, you benefit from <strong>a guarantee of hidden defects</strong> (articles 1641 to 1649 of the French Civil Code). <strong>Hidden defects occur when the item is "unfit for the use for which it is intended</strong>, or which so diminishes its use that the buyer would not have acquired it, or would only have paid a lower price for it, if he had known about them".<strong> A defect is said to be hidden when you do not detect it during a simple examination</strong>.</p><p>You have <strong>2 years from the discovery of the defect </strong>to act in guarantee for hidden defects.</p><p>But contrary to the legal guarantee of conformity, <strong>you must in all cases provide proof of the hidden defect</strong>, for example by an expert assessment.</p><p>This guarantee is particularly interesting if your seller has been placed in compulsory liquidation for example and can no longer assume the legal guarantee of conformity because its allows you to go up the links in the marketing chain aigainst the manufacturer for example, which is not possible under the legal guarantee of conformity. </p><p>This type of guarantee is unknown to most European sellers because it only exists in <strong>France</strong>, <strong>Belgium</strong>, <strong>Spain</strong>, <strong>Luxembourg</strong>, <strong>Italy </strong>and <strong>Romania</strong>.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3844"><h4 class="accordion-title"><a href="#accordion-9522-3844" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3844"><span class="accordion-title-link-text">The seller offers me a commercial warranty, what is it ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3844" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3844" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>The commercial warranty is a contract in which the trader, your seller or the manufacturer, guarantees the repair, replacement or reimbursement of the good in case of defect.</p><div class="well"><p><strong>The commercial warranty does not replace the legal guarantee of conformity</strong>, nor the guarantee against hidden defects. Moreover, in France, commercial warranty contracts must mention the existence of the guarantee of conformity AND the guarantee of hidden defects.</p></div><p>The seller or producer who offers/sells you a commercial warranty must specify its content, its implementation modalities, its price, its duration, its territorial scope as well as the name and postal and telephone contact details of the guarantor.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3845"><h4 class="accordion-title"><a href="#accordion-9522-3845" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3845"><span class="accordion-title-link-text">The seller ignores the legal guarantee of conformity and redirects me a to manufacturer warranty: what can I do ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3845" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3845" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>The manufacturer's warranty is a commercial warranty. Any retailer can offer it to you, free of charge or against payment (after-sales service). However, <strong>it does not cancel the legal guarantees</strong> which are the responsibility of your seller.</p><div class="well"><p><strong>Insist on the application of the legal guarantee of conformity to your seller ! A 2-year warranty is a right, not an option !</strong></p></div><p>Moreover, commercial guarantee contracts must mention the existence of the guarantee of conformity AND, in <strong>France</strong>, the guarantee of hidden defects.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3846"><h4 class="accordion-title"><a href="#accordion-9522-3846" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3846"><span class="accordion-title-link-text">Is a commercial warranty worth the money ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3846" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3846" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Commercial warranties vary from one country to another, from one seller to another. For a <strong>commercial warranty, whether free of charge or not, to be advantageous, it must offer more than the legal guarantee of conformity</strong>. <strong> </strong></p><p>It can be advantageous if, for example :</p><ul class="list-normal"><li>its duration is <strong>longer</strong> than the legal guarantee ;</li><li><strong>you do not have to prove the existence of a defect</strong> (as a reminder, in France as in Portugal, you do not have to prove anything during the 2 years of the legal guarantee of conformity) ;</li><li>a <strong>replacement device</strong> is offered to you for the duration of the repair ;</li><li>the return of the defective product <strong>is organised by the seller </strong>;</li><li>a<strong> home repair procedure</strong> is provided ;</li><li><strong>all costs of expertise</strong>, repair or replacement of the product <strong>are covered by the guarantor</strong>.</li></ul><p><strong>Find out what your rights are before accepting a commercial warranty, especially a paid one !</strong></p><div class="well"><p><strong>Good to know </strong>: If the seller<strong> is always responsible for the application of the legal guarantee</strong>, in terms of commercial warranty he/she <strong>can redirect you to a repair center</strong> for example <strong>or to the manufacturer</strong>.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3847"><h4 class="accordion-title"><a href="#accordion-9522-3847" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3847"><span class="accordion-title-link-text">I have heard about a commercial guarantee of sustainability, what is it ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3847" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3847" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>The producer can grant you a <strong>commercial guarantee for more than 2 years</strong>. This is called the commercial guarantee of sustainability. The manufacturer is obliged to repair or replace the goods during the period indicated in the offer of the commercial guarantee of durability.</p><div class="well"><p><strong>Good to know</strong>: from September 2026, when a product comes with such a guarantee, you will have to be informed of this by means of a <strong>harmonised label</strong>, clearly visible, or even affixed directly to the product or its packaging. This harmonised label should also state that you are covered by the legal guarantee of conformity, to <strong>avoid any confusion between the two guarantees</strong>.</p><p>The aim of this label is to make it easier for you to find more durable products, since they are guaranteed for a longer period.</p></div></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3848"><h4 class="accordion-title"><a href="#accordion-9522-3848" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3848"><span class="accordion-title-link-text">Commercial warranty and after-sales service: what are the differences ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3848" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3848" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Any service offered by the seller on the sold product (repair, change of parts...) which is not covered by the legal guarantee or a commercial warranty is part of the after-sales service (SAV). The after-sales services are defined in a contract of which a copy must be given to you.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3849"><h4 class="accordion-title"><a href="#accordion-9522-3849" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3849"><span class="accordion-title-link-text">My package is damaged: can I refuse it ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3849" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3849" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>If the package arrives damaged, refuse it and indicate your reasons for refusal directly on the <strong>delivery note</strong>. Then <strong>contact your seller and the transport company in writing</strong>, preferably by a registered letter with acknowledgment of receipt + e-mail with acknowledgement of receipt, as soon as possible. Ask for the removal of the damaged product and an exchange with a compliant good. More detailed information in our article on <a href="/en/shopping-internet/delivery.html">deliveries in Europe</a>.</p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3850"><h4 class="accordion-title"><a href="#accordion-9522-3850" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3850"><span class="accordion-title-link-text">My order isn't as expected: what to do ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3850" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3850" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>For any online purchase from a European professional seller, you have at least 14 days to change your mind and 14 days to return your order <strong>without having to justify</strong> yourself. More information in our article on your <a href="/en/shopping-internet/14-days-to-withdraw.html">cooling off right.</a></p></div></div></div></div></div><div class="accordion-item card"><div class="accordion-header card-header" id="accordion-heading-9522-3851"><h4 class="accordion-title"><a href="#accordion-9522-3851" class="accordion-title-link collapsed" data-toggle="collapse" data-parent="#accordion-9522" aria-expanded="false" aria-controls="accordion-9522-3851"><span class="accordion-title-link-text">The instruction manual of my device is not in French: is this normal ?</span><span class="accordion-title-link-state"></span></a></h4></div><div id="accordion-9522-3851" class="accordion-collapse collapse" aria-labelledby="accordion-heading-9522-3851" data-parent="#accordion-9522"><div class="accordion-body card-body"><div class="accordion-content accordion-content-left"><div class="accordion-content-item accordion-content-text"><p>Any seller selling his products in <strong>France </strong>must offer an instruction manual in French. More detailed information in our article on <a href="/en/shopping-internet/delivery.html">deliveries in Europe.</a></p></div></div></div></div></div></div></div></div></div><div id="c9643" class="frame frame-default frame-type-panel frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="card card-panel card-panel-primary"><div class="card-body"><p>A consumer who, for non-professional purposes, takes out <strong>an insurance contract</strong> to supplement a <strong>good or service sold by a trader</strong>, if he/she can prove that a previous coverage for one of the risks covered by this new contract exists, <strong>may cancel this new contract, without charge or penalty</strong>, as long as it has not been <strong>fully performed</strong> or he/she has not called in any coverage. The deadline for termination is fourteen calendar days from the conclusion of the new contract.</p><p>According to the recent French <a href="https://www.legifrance.gouv.fr/jorf/id/JORFTEXT000046186723/" target="_blank">law on emergency measures to protect purchasing power</a>, no later than <strong>1 January 2023</strong> the subscriber will be able to terminate the contract without having to justify previous coverage and the deadline is extended to 30 days or even longer. "when the insured benefits from one or more free insurance premiums, this period runs only from the payment of all or part of the first premium".</p><p>Read also our articles on "<strong><a href="/en/living-in-france/electronic-termination-of-contracts.html">Electronic termination of contracts</a>" </strong>and "<strong><a href="/en/living-in-france/insurance-in-france.html">New cancellation procedures for insurance contracts</a>".</strong></p></div></div></div></div></div><div id="c7279" class="frame frame-default frame-type-panel frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="card card-panel card-panel-info"><h2 class="card-header "><span>Who can help me in case of a dispute with a European seller or transport company ?</span></h2><div class="card-body"><p>If you are unable to come to a solution with a seller based in another European Union Member state, in the United Kingdom, Iceland or Norway, do not hesitate to contact the <a href="http://eccnet.eu" target="_blank">European Consumer Centre of your country of residence.</a></p><p>If you live in France, in case of dispute with a French seller, please contact a <a href="https://www.economie.gouv.fr/dgccrf/Liste-et-coordonnees-des-associations-nationales" target="_blank">French consumer association</a>.</p><p>You also have the possibility of calling upon a mediator if the professional has adhered to such a system.</p></div></div></div></div></div><div id="c7280" class="frame frame-default frame-type-list frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div data-mail-url="mailto:" data-orientation="horizontal" data-theme="standard" data-services="["twitter","linkedin","whatsapp","mail","print"]" data-lang="en" class="shariff"></div></div></div></div><div id="c10265" class="frame frame-default frame-type-text frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><div class="well"><p>Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.</p></div></div></div></div></main><div class="section-column subcontent-wrap"><div id="c7281" class="frame frame-default frame-type-menu_pages frame-layout-0 frame-background-none frame-no-backgroundimage frame-space-before-none frame-space-after-none "><div class="frame-container"><div class="frame-inner"><header class="frame-header"><h2 class="element-header "><span>You might also be interested in</span></h2></header><ul><li><a href="/en/shopping-internet/how-to-check-the-trustworthiness-of-a-website.html" title="How to check the trustworthiness of a website?">How to check the trustworthiness of a website?</a></li><li><a href="/en/shopping-internet/delivery.html" title="Delivery">Delivery</a></li><li><a href="/en/shopping-internet/14-days-to-withdraw.html" title="14 days to withdraw">14 days to withdraw</a></li><li><a href="/en/shopping-internet/buying-from-an-online-marketplace.html" title="Buying from an online marketplace">Buying from an online marketplace</a></li><li><a href="/en/shopping-internet/sales-periods.html" title="Sales periods">Sales periods</a></li></ul></div></div></div></div></div></div></div></div><footer id="page-footer" class="bp-page-footer"><section class="section footer-section footer-section-content"><div class="container"><div class="section-row"><ul class="navbar-footer"><li><a href="/en/about-us.html" title="About us">About us<span class="functional"></span></a></li><li><a href="/en/media.html" title="Media">Media<span class="functional"></span></a></li><li><a href="/en/contact-us.html" title="Contact us">Contact us<span class="functional"></span></a></li><li><a href="/en/offres-demploi.html" title="Offres d'emploi | Centre Europ茅en des Consommateurs France">Offres d'emploi<span class="functional"></span></a></li><li><a href="/en/sitemap.html" title="Sitemap">Sitemap<span class="functional"></span></a></li><li><a href="/en/legal-notice.html" title="Legal Notice">Legal Notice<span class="functional"></span></a></li><li><a href="/en/privacy-policy.html" title="Privacy Policy">Privacy Policy<span class="functional"></span></a></li></ul></div></div></section><section class="section footer-section footer-section-meta"><div class="frame frame-background-none frame-space-before-none frame-space-after-none"><div class="frame-container"><div class="frame-inner"></div></div></div></section></footer><a class="scroll-top" title="Scroll to top" href="#top"><span class="scroll-top-icon"></span></a></div><script id="powermail_marketing_information" data-pid="551" data-language="2"></script><div class="tx-ns-feedback global-ns-feedback"><div class="container"><div class="ns-alert-wrap"><div class="ns-alert-box"><div class="ns-alert-close"><i class="fa fa-times"></i></div><div class="ns-alert-header"><h3>Thank you!</h3></div><div class="ns-alert-content"><p>Thank you for your time!</p></div></div></div><div class="send-msg" id="ns-c551"><h3 class="thankmsg">Thank You For Your Feedback.</h3><div class="qckform"><input class="animationEffect" type="hidden" name="" value="slide"/><span>Was this article helpful?</span><div class="form-items"><input class="feedbacktype" type="hidden" name="" value="3"/><a buttonfor="1" qkbtn="yes" cid="551" newsid="" class="quick-submit nsbtn btn-round-rect" href="/en/shopping-internet/guarantees-and-warranties/quickFeedbackAction?tx_nsfeedback_feedback%5Baction%5D=quickFeedback&tx_nsfeedback_feedback%5Bcontroller%5D=Feedback&cHash=81442bd1900f1145818d02971eff0f18"> Yes </a><a buttonfor="2" qkbtn="no" cid="551" newsid="" class="quick-submit nsbtn btn-round-rect" href="/en/shopping-internet/guarantees-and-warranties/quickFeedbackAction?tx_nsfeedback_feedback%5Baction%5D=quickFeedback&tx_nsfeedback_feedback%5Bcontroller%5D=Feedback&cHash=81442bd1900f1145818d02971eff0f18"> No </a><a data-buttonfor="3" data-cid="551" data-newsid="" data-qkbtn="yesbut" data-boxid="commentyesbox-551" href="javascript:;" class="nsbtn btn-round-rect commentboxbtn"> Yes, But </a><div class="commenttxt" style="display: none;"> <textarea placeholder="If you have a question or complaint, please click on the orange button at the top of the page" class="commentbox" name=""></textarea> <div class='validation' style='color:red;margin-bottom: 20px;display: none;'>Please add comment first</div><a class="quick-submit comment-submit-btn nsbtn btn-round-rect" href="/en/shopping-internet/guarantees-and-warranties/quickFeedbackAction?tx_nsfeedback_feedback%5Baction%5D=quickFeedback&tx_nsfeedback_feedback%5Bcontroller%5D=Feedback&cHash=81442bd1900f1145818d02971eff0f18"> Send Feedback </a></div></div></div></div></div></div><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/jquery/jquery.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/popper/popper.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/bootstrap4/js/bootstrap.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/hammerjs/hammer.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/photoswipe/photoswipe.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/Contrib/photoswipe/photoswipe-ui-default.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.accordion.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.form.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.swipe.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.popover.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.stickyheader.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.smoothscroll.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.lightbox.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/bootstrap_package/Resources/Public/JavaScript/Dist/bootstrap.navbar.min.js?1576264258"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/rx_shariff/Resources/Public/JavaScript/shariff.min.js?1607593063"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/gridgallery/Resources/Public/Libraries/justifiedGallery/jquery.justifiedGallery.min.js?1587627919"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/gridgallery/Resources/Public/JavaScript/GridGallery.min.js?1587627919" async="async"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/JavaScript/Libraries/jquery.datetimepicker.min.js?1566916459"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/JavaScript/Libraries/parsley.min.js?1566916459"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/JavaScript/Powermail/Tabs.min.js?1566916459"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/JavaScript/Powermail/Form.min.js?1566916459"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/powermail/Resources/Public/JavaScript/Powermail/Marketing.min.js?1566916459"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_youtube/Resources/Public/Js/script.js?1586772214"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/Plugins/jquery.barrating.min.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/Plugins/jquery.emojiRatings.min.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/Plugins/emotion-ratings.min.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/Plugins/popup.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/ns_feedback/Resources/Public/JavaScript/nsfeedback.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/typo3conf/ext/pxp_sitepackage/Resources/Public/JavaScript/main.js?1723452260"></script><script src="https://www.europe-consommateurs.eu/fileadmin/bootstrap_package/js/filter.js?1581429521"></script></body></html>