The shop refuses to repair, replace or refund — who helps?
Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, Livro de Reclamações eletrónico — DGC (livroreclamacoes.pt) is the consumer body in Portugal that advises and mediates. For a seller in another EU country, Centro Europeu do Consumidor Portugal (21 356 47 50) handles it for free. The last step is Centro de Arbitragem de Conflitos de Consumo (CACC) — the dispute board or small-claims route.
In Portugal the legal guarantee on goods is three years since 2022, and for the first two the defect is presumed to have existed at purchase.
🗣️ What to say
"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."
🪜 Step by step
- Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
- Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
- Ask Livro de Reclamações eletrónico — DGCThey confirm what you can demand and often write to the seller for you.
- Cross-border? Centro Europeu do Consumidor PortugalThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
- Escalate to Centro de Arbitragem de Conflitos de Consumo (CACC)A dispute resolution body or small-claims court; decisions are usually binding on the seller.
📇 All contacts
❓ Frequently asked
Repair, replacement or money back — who chooses?
You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.
The seller says the warranty expired
The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.
Can I return something I just do not like?
Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.
📎 Sources
- Livro de Reclamações eletrónico — DGC →
- Centro Europeu do Consumidor Portugal →
- Centro de Arbitragem de Conflitos de Consumo (CACC) →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “shop refuses refund Portugal”
- “consumer rights faulty product Portugal”
- “legal guarantee 2 years”
- “complaint against webshop”
- “consumer authority Portugal”
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