Can I claim a repair or a refund for a faulty product?
Yes: you have a 2-year legal conformity guarantee. Under GEO 140/2021, the legal conformity guarantee is 2 years from the product's delivery. The seller is liable for any non-conformity that existed at delivery and is discovered within those 2 years. When a defect appears, you can choose between free repair and replacement — except where the chosen option is impossible or imposes disproportionate costs on the seller. The repair or replacement must be done within a reasonable period that can't exceed 15 days from your notification. If the seller doesn't remedy it in time, refuses, the defect persists or is very serious, you're entitled to a proportional price reduction or to terminating the contract (a refund). All these remedies are free. In short: a faulty product is repaired, replaced or gives you the right to a refund.
📋 The rules
- Legal conformity guarantee: 2 years from delivery
- You can choose between free repair and replacement
- The remedy: a reasonable period, max 15 days
- If not resolved: a price reduction or a refund
- All remedies are free for the consumer
🔓 Exceptions
- The chosen option impossible/disproportionate: the seller can propose another
- The commercial guarantee (the maker's): extra, on top of the legal one
- Defects from normal wear or misuse: can be excluded
⚠️ Penalties & fines
If the seller refuses the remedy or doesn't meet the deadline, you can file a complaint with ANPC, which checks compliance with the legal duties. A seller who breaches the conformity guarantee risks sanctions. Note your rights: the guarantee lasts 2 years, the remedies (repair/replacement) are free and must be done within 15 days; if it's not resolved, you're entitled to a price reduction or a refund. To exercise your right: keep the receipt/invoice as proof of purchase, notify the seller in writing, clearly describe the defect and request the remedy you want. Don't confuse the legal guarantee (mandatory, 2 years) with the commercial guarantee offered by the maker, which is extra. For disputes, ANPC is the competent authority.
📎 Official sources
- GEO 140/2021 on the conformity guarantee →
- ANPC · National Authority for Consumer Protection →
- Directive (EU) 2019/771 on the sale of goods →
❓ Frequently asked
How long does a product's guarantee last?
The legal conformity guarantee is 2 years from the product's delivery, under GEO 140/2021. The seller is liable for any non-conformity that existed at delivery and is discovered within this two-year period. This guarantee is mandatory and free for the consumer.
Can I choose between repair and replacement?
Yes. Unlike the previous law, GEO 140/2021 lets you choose between repairing and replacing the faulty product. The exception is where the chosen option would be impossible or impose disproportionate costs on the seller compared with the other; in that case, the other measure can apply.
How long must the product repair take?
The repair or replacement must be done within a reasonable period that can't exceed 15 calendar days from when you notified the seller of the non-conformity. The period is set by mutual agreement, in writing, taking into account the product's nature and the severity of the defect.
Can I get a refund for a faulty product?
Yes, under certain conditions. If the seller doesn't repair or replace the product in time, refuses the remedy, the defect persists or is so serious it justifies it, you're entitled either to a proportional price reduction or to terminating the contract, i.e. a refund.
What do I do if the seller refuses the guarantee?
If the seller refuses the remedy or doesn't meet the 15-day deadline, you can file a complaint with ANPC, which checks compliance with the seller's legal duties. Keep the receipt or invoice and the written notification as proof. A seller who breaches the conformity guarantee risks sanctions from ANPC.
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