How do you handle a complaint about goods not conforming to the contract?
Since 1 January 2023 the Civil Code warranty has been replaced, in consumer relations, by non-conformity rules in the Consumer Rights Act. Not just the name changed, but the order of remedies and the deadlines.
Short answer
- The consumer may first demand repair or replacement.
- The seller performs it within a reasonable time, at its own cost, without major inconvenience.
- A price cut or withdrawal applies when repair or replacement failed or was refused.
- The seller is liable for non-conformity found within two years of delivery.
- On withdrawal the price is refunded within 14 days of receiving the goods or proof of return.
Order of remedies
A complaint step by step
| Stage | Consumer's demand | Seller's duty |
|---|---|---|
| First | Repair or replacement | Perform in reasonable time, at own cost |
| Second | Price reduction | Refund the difference within 14 days |
| Second | Withdrawal from the contract | Refund within 14 days of receiving the goods |
| Exception | Straight to reduction or withdrawal | When the defect is material or repair was refused |
A real example
Example: a customer buys a coffee machine; after five months the pump fails. They file a complaint and ask for repair. The store collects the unit at its own cost and repairs it. Two months later the same fault returns — now the customer may withdraw immediately, because the repair failed to bring the goods into conformity.
Common mistakes
- Sending the customer to the manufacturer or service centre — the seller is liable.
- Confusing the voluntary guarantee with the seller's statutory liability.
- Requiring original packaging or the receipt as a condition of accepting a complaint.
- Charging the consumer for shipping the complained-of goods.
How 4shopy helps
- The complaint form is tied to the order, so the delivery date is known without asking.
- Every case has a status and history, evidencing a reasonable response time.
- Refunds are handled by the store operator, and the order and refund history is visible in the panel.
- Recurring faults on the same product surface in the complaints report.