Faulty goods, no refund — Tržni inšpektorat RS · Slovenia

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, Tržni inšpektorat RS (01 280 87 00) is the consumer body in Slovenia that advises and mediates. For a seller in another EU country, Evropski potrošniški center Slovenija (epc.si) handles it for free. The last step is Izvajalci izvensodnega reševanja potrošniških sporov — the dispute board or small-claims route.

Call firstTržni inšpektorat RS

Report toEvropski potrošniški center Slovenija

If that failsIzvajalci izvensodnega reševanja potrošniških sporov

🗣️ 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 Tržni inšpektorat RSThey confirm what you can demand and often write to the seller for you.
Cross-border? Evropski potrošniški center SlovenijaThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
Escalate to Izvajalci izvensodnega reševanja potrošniških sporovA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Tržni inšpektorat RSReports, inspections, fines for tradersWhen the shop refuses📞 01 280 87 00 🔗 www.gov.si/drzavni-organi/organi-v-sestavi/trzni-inspektorat

Evropski potrošniški center SlovenijaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.epc.si

Izvajalci izvensodnega reševanja potrošniških sporovADR; the trader usually settlesAfter a written complaint without a solution🔗 www.gov.si/teme/izvensodno-resevanje-potrosniskih-sporov

❓ 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?