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Shopping · France
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

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, SignalConso — DGCCRF (0809 540 550) is the consumer body in France that advises and mediates. For a seller in another EU country, Centre Européen des Consommateurs France (europe-consommateurs.eu) handles it for free. The last step is Médiateur de la consommation — the dispute board or small-claims route.

Call firstSignalConso — DGCCRF
Report toCentre Européen des Consommateurs France
If that failsMédiateur de la consommation

🗣️ 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

  1. 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.
  2. 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.
  3. Ask SignalConso — DGCCRFThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? Centre Européen des Consommateurs FranceThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Médiateur de la consommationA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

SignalConso — DGCCRFReport to the seller and the consumer-protection authorityWhen the seller refuses📞 0809 540 550🔗 signal.conso.gouv.fr
Centre Européen des Consommateurs FranceFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.europe-consommateurs.eu
Médiateur de la consommationFree mediation, mandatory for every traderAfter a written complaint without a solution🔗 www.economie.gouv.fr/mediation-conso

❓ 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

Last checked: 2026-09-26

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🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

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