Faulty product complaint letter
In the EU, sellers must give at least a two-year legal guarantee on goods. If something is faulty, you can ask for a repair or replacement, and in some cases a price reduction or refund.
What the legal guarantee covers
- Goods must match their description, be fit for purpose and of the quality you'd normally expect.
- The seller is responsible for faults that show up within two years of delivery.
- In the first year, the fault is presumed to have existed at delivery, unless the seller proves otherwise.
Legal guarantee versus manufacturer warranty
- The legal guarantee is your right against the seller and applies regardless of any warranty.
- A manufacturer's warranty is extra. The seller cannot send you to the manufacturer instead.
Questions people ask
Can I get my money back straight away?
Usually the seller gets the chance to repair or replace the item first. You can ask for a refund or price reduction if that isn't possible, takes too long, or the fault comes back.
Who pays for sending the item back?
Under the legal guarantee, a repair or replacement must be free of charge, including shipping costs.
This template and guide are general information, not legal advice. Rules differ between countries. For large amounts or complex cases, talk to a consumer organisation or a lawyer.