Can I complain about faulty goods?
Yes: you have the right to complain about faulty goods to the seller. From 1 January 2023, in seller–consumer relations the old warranty (rękojmia) was replaced by non-conformity of goods with the contract (Consumer Rights Act). The seller is liable for non-conformity for 2 years from delivery (for real estate — 5 years). If a fault appears within the first 12 months, it's presumed to have existed at delivery — the seller must prove otherwise. First you can demand repair or replacement, and where that's impossible or ineffective — a price reduction or withdrawal from the contract (a refund). You file the complaint with the seller; they have 14 days to reply. Separately, you can use a guarantee if one was given.
📋 The rules
- Complaint for non-conformity with the contract (since 2023)
- Seller liable for 2 years from delivery (real estate 5 years)
- Fault in the first 12 months: presumed to exist from the start
- First repair/replacement, then price cut or withdrawal
- Seller has 14 days to reply to the complaint
🔓 Exceptions
- Guarantee: voluntary, its scope set by the guarantor (alongside the complaint)
- B2B relations: the Civil Code warranty (rękojmia) still applies
- Faults the consumer knew of at purchase: excluded from liability
⚠️ Penalties & fines
If the seller doesn't reply to the complaint within 14 days, it's deemed valid — they're considered to have accepted the consumer's demand. Refusing repair, replacement or a refund against the rules, and trying to send the consumer solely to the manufacturer, is unlawful — the seller can't limit consumer rights to their disadvantage. In a dispute you can use a consumer ombudsman, UOKiK or a consumer arbitration court. To complain effectively: file the complaint in writing (or by email) describing the fault and your demand, keep the proof of purchase and confirmation of filing, and the 14-day deadline. Remember a complaint for non-conformity is independent of any guarantee.
📎 Official sources
- UOKiK · Non-conformity with the contract vs guarantee →
- ISAP · Consumer Rights Act →
- European Consumer Centre · Complaints →
❓ Frequently asked
How long can I complain about goods?
The seller is liable for non-conformity of goods with the contract for 2 years from delivery (for real estate — 5 years). If a fault appears within the first 12 months, it's presumed to have existed at purchase, so the seller must show otherwise.
What can I demand in a complaint?
First, repair or replacement of the goods. If that's impossible, excessively costly or ineffective, you can demand a price reduction or withdrawal from the contract and a refund. The choice follows the rules, which the seller can't limit to your disadvantage.
What if the seller doesn't reply to my complaint?
If the seller doesn't respond to the complaint within 14 calendar days, it's deemed valid — they're considered to have accepted the consumer's demand. That's why it's worth filing the complaint in writing or by email and keeping confirmation of the filing date.
How does a complaint differ from a guarantee?
A complaint for non-conformity with the contract stems from the law and is directed to the seller — its scope is guaranteed by law. A guarantee is voluntary; its scope and terms are set by the guarantor (e.g. the manufacturer). You can use either route independently.
Can I complain about goods bought for a business?
In business-to-business relations, instead of non-conformity, the Civil Code warranty applies, on somewhat different terms. Full consumer protection covers purchases made as a consumer. Some sole traders are entitled to selected consumer rights.
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