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Guarantees and returns

Your purchases in Europe, a seal of approval.

European legislation offers a series of guarantees to consumers when they make purchases in other member States. Consequently, the seller is obliged to repair, replace, offer a discount or refund the cost of your purchase if the product is defective or is not or does not function as advertised.

If you purchased the product or service by Internet or outside a commercial establishment (by phone, mail or from a door-to-door salesperson), you are also entitled to cancel and return the order within 14 days, for whatever reason and without justification.

Find out about the specific conditions for claiming guarantees and withdrawing from purchases.

In accordance with EU legislation, you always have the right to a minimum guarantee of two years free of charge, regardless of whether you purchased the product on Internet, at a commercial establishment or by mail order.

This two-year guarantee is a minimum right; it is possible that the national laws of your country offer more protection. Nevertheless, any difference with respect to the EU rules must always favour the consumer.

If you have purchased Norway product which is defective, or is not or does not function as advertised, the seller must repair or replace the product free of charge, or even offer a discount or refund the full amount paid.

 As a general rule, a full or partial refund can only be requested if it is not possible to repair or replace the product.

 It is possible that you may not be entitled to a refund in the case of minor damage such as a scratch on a box of CDs.

Second-hand products purchased from a professional seller are also covered with a minimum guarantee of two years. Nevertheless, products purchased from private individuals or in public auctions are not covered.

In some EU countries, the buyer and the seller may agree a guarantee period of less than two years, but in no event less than one year, and the buyer must be informed of this at the time of purchase.

For further information on your rights under national legislation, please see the specific rules on legal and commercial guarantees in the country in which you have made the purchase.

The two-year guarantee period starts from the date of receipt of the product.

In some EU countries, the seller must be informed of the defect within two months from the moment of detection, otherwise the right to guarantee will be lost.

In the first six months from the receipt of the product, you must show the seller that it is defective or does not fit the description as advertised. After six months, in the majority of EU countries, you must demonstrate that the defect already existed at the time of receipt of the product, for example by showing that it is due to the poor quality of the materials used.

The seller must always offer a solution. In some EU countries, you are also entitled to request compensation from the manufacturer.

The European Consumer Centre for your country is able to help you in the event of problems with products purchased in another EU country.

Commercial establishments or manufacturers often offer their own additional commercial guarantees, which may be included or not in the price of the product.

They may offer improved protection but they can never replace or reduce the minimum two-year guarantee of the product in all cases under EU legislation.

Similarly, if a shop sells a new product at a cheaper price specifying that "it does not have a guarantee", this only means that the purchaser does not enjoy any additional cover. But the product will still have two years of guarantee free of charge in the event that the product is defective or does not fit the description as advertised.

The consumer has 14 days to withdraw from a distance contract or off-premises contract, without giving a reason and without incurring any costs. This is known as the right of withdrawal.

However, there are exceptions to the right of withdrawal, both for distance contracts and for off-premises contracts. The right of withdrawal may be inadequate, for example, given the special nature of the goods or services. The right of withdrawal must not be applied in the case of goods produced in accordance with the customer specifications or which are clearly personalised. The recognition of the right of withdrawal may also be inadequate in the case of certain services in which the celebration of the contract implies reserves that the trader may have difficulty in covering if the right of withdrawal is exercised.

For further information, you can read the article 16 of Directive 2011/83/EU.

When the consumer has expressly selected a method of delivery different to the least costly ordinary method of delivery.

The consumer will only bear the direct costs of the return of the goods, unless the trader has agreed to accept the costs or has not advised the consumer that they will be responsible for these costs.

The consumer will only be responsible for the reduction in value of the goods resulting from handling other than necessary to establish the nature, characteristics or functioning of the goods. The consumer will, in no event, be responsible for the reduction in value of the goods if the trader has not informed the consumer correctly.

When a consumer exercises the right of withdrawal after completing a compliance form, the consumer will pay the trader an amount proportional to the part already provided of the service at the moment when the consumer notified the trader of the exercise of the right of withdrawal, in relation to the total of the contract.

Reimbursement of any payment received from the consumer including, where applicable, the costs of delivery, without delay and, in any case, within 14 days from the date on which they were informed of the consumer's decision to withdraw.

Before the end of the withdrawal period (14 days from the contracting of the service or the receipt of the product), the consumer will notify the company in writing of their decision to withdraw from the contract. To do so, they may use any model of withdrawal form which serves to express their unambiguous decision to withdraw.

In addition, the trader may offer the consumer the option to complete and send the withdrawal form electronically or any unambiguous statement via the trader's Web page. In these cases, the trader shall notify the consumer without delay of receipt of the withdrawal via a durable medium.

In the case of withdrawal, all payments made, including the delivery costs (with the exception of additional costs resulting from the selection by the consumer of a different delivery mode other than the least costly ordinary method of delivery offered) are refunded without undue delay and, in any case, within 14 days from the date on which the decision to withdraw was given. The company will make this repayment using the same means of payment used by you in the initial transaction, unless this has been expressly stipulated otherwise. In any case, you will not incur any costs resulting from the reimbursement.

  • Directive 1999/44/EC of the European Parliament and of the Council of 25 May 1999 on certain aspects of the sale of consumer goods and associated guarantees.
  • Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC of the European Parliament and of the Council and repealing Council Directive 85/577/EEC and Directive 97/7/EC of the European Parliament and of the Council.