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Shopping · Iceland
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, Neytendastofa (510 1100) is the consumer body in Iceland that advises and mediates. For a seller in another EU country, ECC Ísland — Evrópska neytendaaðstoðin (ecc.is) handles it for free. The last step is Kærunefnd vöru- og þjónustukaupa — the dispute board or small-claims route.

Iceland follows the EEA rules with a five-year complaint period for goods meant to last well beyond two years.

Call firstNeytendastofa
Report toECC Ísland — Evrópska neytendaaðstoðin
If that failsKærunefnd vöru- og þjónustukaupa

🗣️ 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 NeytendastofaThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? ECC Ísland — Evrópska neytendaaðstoðinThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Kærunefnd vöru- og þjónustukaupaA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

NeytendastofaAdvice, supervision of commercial practicesWhen the shop refuses📞 510 1100🔗 www.neytendastofa.is
ECC Ísland — Evrópska neytendaaðstoðinFree help with sellers in other EEA countriesSeller in another EEA country🔗 www.ecc.is
Kærunefnd vöru- og þjónustukaupaRules for free; sellers usually complyAfter a written complaint without a solution🔗 www.stjornarradid.is/verkefni/neytendamal/kaerunefnd-voru-og-thjonustukaupa

❓ 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

🔎 Common searches

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  • “shop refuses refund Iceland”
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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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