When you buy a product and discover that it does not match what you paid for, the law gives you several options to protect your interests. Articles 12–14 of consumer protection legislation clearly set out your rights and the obligations of the seller.
- Repair or replacement of goods
If the product is non-compliant, your first option is to request its repair or replacement. The law clearly states that:
- Repair or replacement must be free of charge – you do not pay for labor or parts.
- The issue must be resolved within 15 calendar days from the moment you notify the seller.
- You must not face significant inconvenience – the seller must take into account the nature of the product and the purpose for which you bought it.
If the product was installed (for example, a built-in household appliance), the seller is obliged to handle both disassembly and reassembly at no additional cost.
In addition, the warranty period is extended by the time the product spent in repair, or if the product is replaced, the warranty restarts from zero for the new item.
- Price reduction
If repair or replacement is not possible or is not carried out within a reasonable time, you may request a price reduction. The reduction must be proportional to the decreased value of the product compared to what it would have been worth if it were compliant.
- Contract termination
If the issue is serious, or if repair/replacement fails to resolve the situation, you may request termination of the sales contract.
This means:
- You return the product to the seller, at their expense.
- You receive a refund (in full, or only for the non-compliant goods if several were purchased in the same order).
- Reimbursement must be made using the same payment method, with no additional fees.
This option is particularly useful when you no longer want the product or have lost trust in the seller’s proposed solutions.
Conclusion
Want to avoid complications? Keep the receipt or invoice, notify the seller in writing (email or contact form), and request a clear deadline for repair or replacement. If the seller does not comply with legal obligations, you can file a complaint with the Consumer Protection Authority (ANPC) or take the matter to court. Consulting a specialized lawyer can also help you enforce your rights quickly and effectively.
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