The shop refuses to repair, replace or refund

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, OMIC — Oficina Municipal de Información al Consumidor (consumo.gob.es) is the consumer body in Spain that advises and mediates. For a seller in another EU country, Centro Europeo del Consumidor en España (91 822 45 55) handles it for free. The last step is Junta Arbitral de Consumo — the dispute board or small-claims route.

In Spain the legal guarantee is three years, not two, and for the first two the defect is presumed to have existed at purchase.

Call firstOMIC — Oficina Municipal de Información al Consumidor

Report toCentro Europeo del Consumidor en España

If that failsJunta Arbitral de Consumo

🗣️ 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 OMIC — Oficina Municipal de Información al ConsumidorThey confirm what you can demand and often write to the seller for you.
Cross-border? Centro Europeo del Consumidor en EspañaThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
Escalate to Junta Arbitral de ConsumoA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

OMIC — Oficina Municipal de Información al ConsumidorAdvice, official complaint form, mediationWhen the shop refuses🔗 www.consumo.gob.es/es/consumo/informacion-consumidores

Centro Europeo del Consumidor en EspañaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 91 822 45 55 🔗 cec.consumo.gob.es

Junta Arbitral de ConsumoFree, binding arbitration if the company is signed upAfter a written complaint without a solution🔗 www.consumo.gob.es/es/consumo/arbitraje-consumo

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