Guarantees on telephone purchases
Does the product you bought by telephone from a European trader not operate as expected or does it not work at all? No need to panic: European legislation provides you with a two-year legal guarantee during which you can get redress from the seller.
Sometimes, you can also get redress from the manufacturer, if they provide a commercial guarantee for the product.
Have you, as a private individual, placed an order with a trader in the EU? You are automatically entitled to a two-year legal guarantee, during which the seller is responsible for any breach in conformity relating to your purchase.
How do you impose your legal guarantee rights? Simple: notify the seller of the defect to your product as soon as it occurs, in writing by e-mail or registered letter.
What can you claim for under the guarantee? That the seller repairs or replaces the product free of charge. Can a trader not comply with this within a reasonable period of time? In that case, the trader has to cancel your order and issue a refund.
Further information on your guarantee rights can be found in the section entitled 'Legal guarantee'.
Traders are entitled to provide or sell commercial guarantees or other guarantee extensions - in addition to the legal guarantee. These additional guarantees do not replace the legal two-year guarantee.
Commercial guarantees or other guarantee extensions are not obligatory. They are of a purely contractual nature. The rules and conditions must be incorporated in writing in a document.
Commercial guarantees often do not have the same scope as the legal two-year guarantee: the duration is shorter, specific components or costs are excluded, etc.
Our recommendation: are you offered a commercial guarantee or guarantee extension that you have to pay for? Don’t be tempted, unless you are absolutely sure that the additional guarantee offers more than the legal guarantee.