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Shopping · Czechia
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, Česká obchodní inspekce (ČOI) (222 703 404) is the consumer body in Czechia that advises and mediates. For a seller in another EU country, Evropské spotřebitelské centrum ČR (evropskyspotrebitel.cz) handles it for free. The last step is ČOI — mimosoudní řešení sporů (ADR) — the dispute board or small-claims route.

Call firstČeská obchodní inspekce (ČOI)
Report toEvropské spotřebitelské centrum ČR
If that failsČOI — mimosoudní řešení sporů (ADR)

🗣️ 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 Česká obchodní inspekce (ČOI)They confirm what you can demand and often write to the seller for you.
  4. Cross-border? Evropské spotřebitelské centrum ČRThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to ČOI — mimosoudní řešení sporů (ADR)A dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Česká obchodní inspekce (ČOI)Advice, inspections, fines for tradersWhen the shop refuses📞 222 703 404🔗 www.coi.cz/pro-spotrebitele
Evropské spotřebitelské centrum ČRFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 evropskyspotrebitel.cz
ČOI — mimosoudní řešení sporů (ADR)Free procedure; the trader usually settlesAfter a written complaint without a solution🔗 www.coi.cz/mimosoudni-reseni-spotrebitelskych-sporu-adr

❓ 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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🔗 Related questions

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