My purchase is faulty: what are my rights in France?
The seller — not the manufacturer — is liable when goods are faulty or not as described. You can ask for a free repair or a replacement; if that fails or takes too long, a price reduction or your money back.
📜 Your rights
EUThe EU rule
EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.
- The seller is liable for any lack of conformity that exists when the goods are delivered and becomes apparent within at least 2 years (Art. 10(1) Directive (EU) 2019/771). Countries may keep longer periods (Art. 10(3)).
- A fault that becomes apparent within 1 year of delivery is presumed to have existed at delivery, unless the seller proves otherwise; countries may extend this to 2 years (Art. 11).
- If the goods are repaired, the seller’s liability period is extended once by 12 months (Art. 10(2a), added by Directive (EU) 2024/1799, applied from 31 July 2026).
- You first choose between repair and replacement, unless the one you choose is impossible or disproportionate (Art. 13(2)).
- Repair or replacement is free of charge, within a reasonable time and without significant inconvenience to you (Art. 14(1)).
- You can ask for a price reduction or terminate the contract if the seller did not repair or replace, the fault comes back, it is serious, or the seller refuses (Art. 13(4)). Not for a minor fault (Art. 13(5)).
The rules in France
The seller is liable for lack of conformity that appears within two years of delivery. Defects appearing within 24 months are presumed to have existed at delivery. You choose repair or replacement first; price reduction or termination come after.
- For second-hand goods the presumption period is 12 months. (legifrance.gouv.fr)
- Repair or replacement is free of charge and must be done within a reasonable time of at most 30 days after your request. (legifrance.gouv.fr)
- A good repaired under the legal guarantee gets a six-month extension of the guarantee. (legifrance.gouv.fr)
- You can get a price reduction or end the contract if the seller refuses, takes more than 30 days, or the defect persists. Termination is not possible for a minor defect. (legifrance.gouv.fr)
🪜 Step by step
- Write the fault downWhat is wrong, since when, photos or a short video. Keep the receipt or order confirmation.
- Contact the seller, not the manufacturerYour legal claim is against the seller. A manufacturer’s guarantee is an extra, not a replacement.
- Choose repair or replacementUse the letter below and give a reasonable date.
- No repair, no replacement?Ask for a price reduction or end the contract and get your money back (the letter says so).
- EscalateThe bodies under “If the trader does not answer”.
✉️ Your letter
Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.
🧭 If the trader does not answer
Give the trader the time in your letter. Then, in this order:
An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).
Trader in another EU country? The European Consumer Centre helps for free.
European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu
The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.
❓ Frequently asked questions
The shop says: contact the manufacturer. Is that right?
No. The seller is liable for the legal guarantee. You may use a manufacturer’s commercial guarantee as well, but you don’t have to.
Do I have to pay for the repair or the shipping?
No. Bringing the goods into conformity is free of charge, including the cost of sending them.
What if the fault shows up after the presumption period?
The seller is still liable within the legal period, but you may have to show the fault was there at delivery (for example a report or the nature of the defect).
📎 Sources
- legifrance.gouv.fr →
- legifrance.gouv.fr →
- publications.europa.eu →
- service-public.gouv.fr →
- signal.conso.gouv.fr →
- europe-consommateurs.eu →
- justice.fr →
🔎 What people search
- “faulty product rights France”
- “legal guarantee 2 years shop refuses”
- “defective item repair or replace”
- “warranty claim letter”
- “shop says contact manufacturer”
🧭 Is this still correct?
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