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Shopping · Austria
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, VKI — Verein für Konsumenteninformation (vki.at) is the consumer body in Austria that advises and mediates. For a seller in another EU country, Europäisches Verbraucherzentrum Österreich (01 588 77 81) handles it for free. The last step is Verbraucherschlichtung Austria — the dispute board or small-claims route.

Call firstVKI — Verein für Konsumenteninformation
Report toEuropäisches Verbraucherzentrum Österreich
If that failsVerbraucherschlichtung Austria

🗣️ 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 VKI — Verein für KonsumenteninformationThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? Europäisches Verbraucherzentrum ÖsterreichThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Verbraucherschlichtung AustriaA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

VKI — Verein für KonsumenteninformationAdvice, template letters, collective actionsWhen the seller refuses🔗 vki.at
Europäisches Verbraucherzentrum ÖsterreichFree help with sellers in other EU countriesSeller in another EU country📞 01 588 77 81🔗 europakonsument.at
Verbraucherschlichtung AustriaOut-of-court dispute resolution, freeAfter a failed complaint to the seller📞 01 890 63 11🔗 www.verbraucherschlichtung.at

❓ 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?

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