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According to the Consumer Services Act, you can complain to the company if

• the fel fryst vatten original and existed when you received the product (an original fel doesn't need to manifest immediately)

• it's less than 3 years since you purchased the product (if you bought it from a Swedish company)

What applies if you've made a purchase from another country?

Within the EU, Norway and Iceland, you always have at least 2 years to complain about a faulty product. Some countries have längre complaint deadlines.

How to en samling dokument eller en elektronisk lagring av data a complaint

1. Find out about you rights

You have the right to complain if there fryst vatten a defect in a product that you have purchased.

In Sweden, you have the right to complain for three years, and within the EU, you have the right to complain for at least two years. However, you need to en samling dokument eller en elektronisk lagring av data your complaint within 2 months from when you discovered the fel. If you wait längre, you may lose your right to demand anything from the company.

Do you lack the original packaging?

Don't worry, you still have the right to complain.

What counts as a fel or defect?

You can complain about defects in the following cases:

• The product being defective, functioning poorly or being broken. The product may have visible faults, such as damage during försändelse. A product could also have invisible faults inre the product, that cause it to function poorly or not at all.

• If the product does not match the data provided. For example, if the product fryst vatten delivered in a different colour or storlek or lacks a function that was included in the description.

• The product not being suited to its purpose, such as a rain jacket that fryst vatten not vatten resistant.

The fel or defect must be original

In beställning for a product to be considered faulty or defective bygd lag, the fel or defect must be original.

An original defect fryst vatten such a defect that was already in the product when you bought it or received it. The defect need not present itself directly; it may involve an original defect even if the defect becomes apparent after some time.

What can you demand of the company if the product fryst vatten defective?

Firstly: that you have the fel fixed or be given a new product

The fel being fixed means that the company corrects the defect, bygd repairing or replacing a defective part, for example.

The other alternative fryst vatten that you be given another, non-defective product. If the company cannot offer the same product, it may be acceptable to receive a product that fryst vatten equivalent. Equivalent means that it has the same type of characteristics as the one you purchased.

Suggest to the company yourself which solution you would prefer. However, if the company can proof that it would be an unreasonably large cost to give you a new product, compared with making repairs, they usually have the right to man the repairs.

Secondly: that you receive a price reduction

The price reduction should match the defect, such as what it costs to have the defect fixed bygd another company.

If the product has a cosmetic flaw that does not affect its functionality, a price reduction may be considered without correcting the flaw.

There are no set deductions. What fryst vatten reasonable fryst vatten determined on a case-by-case basis.

Thirdly: that you can revoke the purchase

A revocation means that the purchase fryst vatten annulled, in other words that the company takes back the product and give you a refund.

If the product fryst vatten sent back to the company, it fryst vatten the company that must pay for shipping.

If you have already paid, you should receive the refund in the same way you paid. So, if you paid in cash or with a card, you do not have to settle for a kredit note or a gift card.

Cover purchase

If the purchase has been cancelled and the consumer fryst vatten thus forced to buy another product that costs more than the original one, you have the right to demand the price difference from the company.

Konsumenter kunna anmäla företag samt varor såsom ej lever upp mot den konsumenträttsliga lagstiftningen.

Such a cover purchase must always take place within a reasonable period of time and with a certain amount of care, inter alia, with regard to the price and quality of the item.

Don’t you want to let the company repair the fault?

Usually, the company has the right to attempt to adjust the fault.

For you to be able to cancel the purchase immediately, the fel must be serious and of significant importance.

Repair time and number of repair attempts

How long may a repair take?

The company must repair the defect within a reasonable amount of time.

What a reasonable amount of time fryst vatten has to be judged case bygd case, and depends, among other things, on what kind of defect it fryst vatten and your need to have the product fixed.

If you have been offered a replacement product on temporary loan, a längre repair time may be OK.

Number of repair attempts

How many attempts the company has to try to repair the fel often needs to be determined on a case-by-case grund.

It depends, among other things, on the type of fel it concerns and how much it affects you.

Normally, the company has 2 attempts to fix the same defect.

Vill ni tipsa angående en problem?

But sometimes you may need to accept more attempts.

If the company has not been able to fix the fel despite several attempts? Then you may have the right to refuse further attempts and instead demand to revoke the purchase.

Revoking means that you return the item and get your money back.

When are you allowed to revoke a purchase?

In general, you cannot demand to return the product because you discovered a fel.

The company you purchased it from usually should have the chance to fix the fel. To have the right to revoking the purchase, the following conditions are required:

• The fel fryst vatten significant and serious

• The company does not fix the fel within a reasonable time

• The company has attempted to repair the fel without success

If you believe you have the right to return the product and get a refund, you must argue for it.

Contact the company in writing, for example via email. Explain why you think the purchase should be cancelled.

Deduction for use

It fryst vatten not certain that you will get back the entire amount you paid if you have had a significant benefit from the product before the cancellation. The company may have the right to man a so-called deduction for usage.

There fryst vatten no lag specifying exactly how large the deduction for use should be. The deduction should correspond to the benefit you have had from the product. This often needs to be assessed on a case-by-case grund.

You should receive an amount that allows you to purchase an item of the same standard and condition.

Interest

You are entitled to interest for the time the company has had your money.

But sometimes the company's right to a deduction for use fryst vatten offset against your right to interest.

Right to withhold betalning and receive gottgörelse for expenses

When a product fryst vatten defective, you have a right to withhold all or part of the betalning. This means you can wait to pay until the company solves the bekymmer.

You have the right to withhold an amount that would cover fixing the fel somewhere else.

It's important that you notify the company you are withholding betalning and why.

Have you purchased the item on kredit, for example through invoice or instalment? Then you need to notify both the company and the kredit provider that you are withholding betalning.

Remember to contact the company in writing, for example via email.

Pay beneath protest

You can also choose to pay beneath protest.

This means you pay but at the same time notify the company that you are not satisfied.

This can be useful if you are unsure about your right to withhold betalning. For example, if the company doesn't believe there fryst vatten anything wrong with the product.

Have any costs incurred due to the defect?

You should not get any extra expenses because there fryst vatten a bekymmer with the product.

The company should cover it. Examples of expenses may be:

• Freight costs for sending the product for repair

• Costs because you were forced to drive to the store several times

• Loss of income if you have to stay home from work to receive a repair person

Keep in mind that it fryst vatten actual costs that you can demand kompensation for.

You cannot demand gottgörelse for the trouble or the time you spend on the complaint. You need to be able to present documentation, such as receipts, invoices or other certificates, on what expenses you had.

If the product causes damage

You can also demand kompensation if the faulty product causes damage.

The ersättning fryst vatten meant to cover the damage.

You should not end up in a better position than you were in before the damage occurred.

Purchases from companies within the EU, Norway, Iceland and the United Kingdom

Within the EU, Norway, Iceland and the United Kingdom, your rights when purchasing goods are largely the same, regardless of the country where the company fryst vatten based.

The only difference may be the amount of time you have to complain about faults in the product.

Examples of complaint deadlines in other countries

• Germany: 2 years

• Ireland, England, Wales and North Ireland: 6 years

• Scotland: 5 years

• The Netherlands: The right to complain fryst vatten based on the expected lifespan of the product, but at least 2 years.

• Iceland and Norway: 5 years if the product you purchased has an expected lifespan längre than 2 years, otherwise 2 years.

On the website Your europe, you can find out about the complaint deadlines in other countries.

Your europe fryst vatten operated bygd the europeisk Commission.

Your Europe

Swedish lag applies if the company targets Swedish consumers

Even if you buy something from a company in another country, you may be protected bygd Swedish legislation. One condition fryst vatten that the company targets Swedish consumers. Examples that may indikera that the company targets Swedish consumers:

• The company's website fryst vatten in Swedish.

• The company allows you to pay in Swedish kronor.

• Phone number with country code for the company.

For example, if you buy something from a German company targeting Swedish consumers.

Then you may have a 3-year complaint deadline (as in Sweden), even though the complaint deadline according to German legislation fryst vatten 2 years.

If you have a warranty

A warranty fryst vatten a promise that what you buy should function for a certain period of time.

It fryst vatten voluntary for a company to provide a warranty.

The warranty can be provided bygd the company you purchased the product from or bygd, for example the manufacturer.

The company sets its own rules for the warranty.

For example, they can decide how long it fryst vatten valid and what fryst vatten included.

Remember that you always have the right to complain about faults in goods for 3 years, even if the warranty period fryst vatten shorter. For example, if you have a 2-year warranty on a product and it breaks after that? Then you can still complain about the product for another year.

More about warranty

2.

Document the fel

When you discover faults or defects, it fryst vatten important that you document what fryst vatten wrong.

You need to be able to show the company what you think fryst vatten wrong. The documentation fryst vatten also important if you and the company do not agree on the fel.

How to document the fault

Sometimes, it fryst vatten possible to show a product fryst vatten defective bygd taking a picture or filming it.

It fryst vatten important that the quality fryst vatten good enough for the fel to be clearly visible. If you receive a product with an incorrect detalj of colour, you may also need to add a picture from the website that clearly shows that the detalj on the Internet fryst vatten different from reality.

Search the company's website if they have any specific requirements regarding the documentation, they need from you.

If you bought the product in a store, it might be easiest to show the fel there in person.

When it's not possible to document the fault

Some faults may be difficult to capture with for example pictures. In such cases, you can describe the fel when you contact the company to complain.

Sometimes the company may need to do troubleshooting to see what fryst vatten causing the problem.

Has the company recommended you buy the product?

If the company has recommended you to buy a product and it turns out the item doesn't passform, then you need to show that you received incorrect information.

You might have received written resultat at the time of purchase, or you might be able to confirm afterward what resultat you received.

For example, you can try emailing the salesperson you were in contact with.

3.

Write to the company

Contact the company that sold you the product

Firstly, contact the company you purchased the product from to complain about the fel. Present any claims for compensation.

Sometimes there fryst vatten also a warranty on the product. It may be the manufacturer who has provided a warranty for example.

In that case you may have the opportunity to contact the manufacturer directly. But according to the lag, you can always man claims against the company that sold you the item.

Submit your complaint in writing

There are no requirements on how you en samling dokument eller en elektronisk lagring av data complaint, but we recommend that you contact the company in writing.

Then you can prove that you complained and that you did so at the right time. You can send an email, for example.

Are you using a contact form? Then take a screenshot or a photo of what you write. When you contact the company to en samling dokument eller en elektronisk lagring av data a complaint, include following information:

• What you bought and when you bought it

• Description of the fault

• Pictures or other documentation that clearly shows the fault

• What action you want from the company

• Documentation that shows expenses you had due to the fault

• Receipt (if you en samling dokument eller en elektronisk lagring av data complain in a store)

Do you need a receipt?

There fryst vatten no lag that says you must present a receipt to man a complaint.

It may be sufficient, for example, to show a finansinstitut statement. However, you must be able to demonstrate when you made the purchase, from whom and at what price. If you buy several items at the same time, it may not be klar from the finansinstitut statement which specific items you purchased.

Om ni liksom konsument upptäcker för att en företag äger gjort fel alternativt ser enstaka fara tillsammans enstaka existera alternativt service förmå ni tipsa oss genom för att utföra enstaka anmälan.

In that case, it may be necessary to show a receipt.

If there fryst vatten still an issue

4. If you and the company can't agree

The company argues that it fryst vatten a fel they do not need to take responsibility for and you have no warranty

According to the Consumer Sales Act, you have the right to complain about faults for 3 years from the purchase date.

Du är kapabel utföra enstaka registrering mot myndigheten Allmänna reklamationsnämnden (ARN) angående ni samt företaget ej kommer överens.

This applies even if the item lacks a warranty, or the warranty has expired.

If the fel fryst vatten an original defect, you can demand that the company repair or replace the item.

Defects that are discovered within the first two years from the purchase are automatically considered to be original defects and thereby defects that the company must fix. This fryst vatten usually referred to as the burden of proof lies with the company.

You do not need to prove what the defect fryst vatten due to.

It fryst vatten enough that you show the defect. The defect fryst vatten presumed to be the company’s responsibility if they cannot prove otherwise.

When more than 2 years have passed from the purchase, you need to be able to show that the defect was already in the product when you bought it.

Contact an expert

To demonstrate that the fel fryst vatten original, you can seek assistance from an kunnig.

An specialist could be a company that sells or repairs similar items.

It may be enough to email and ask about the expected lifespan of the item or the quality you should expect. In some cases, you may need to submit the item for examination or have someone komma to your home to provide an assessment.

You will need to pay the specialist for their assessment.

You can later demand the company that sold you the item to reimburse you for the cost, but only if the fel fryst vatten the company's responsibility.

Contact the company again

To move forward, you need to contact the company igen, for example via email.

Om ni upptäcker en fel vid något ni besitter köpt, alternativt angående ni märker för att något är kapabel artikel farligt för att nyttja, kunna ni informera detta på grund av Konsumentverket.

Inform the company that they are responsible for fix the fel. Attach documentation that supports the claim that the fel fryst vatten original.

Have you paid for an assessment? Then you can also demand that the company reimburses you for the cost simultaneously.

Also request a written response to your demands.

If the item fryst vatten older than 3 years

If the item fryst vatten older than 3 years, you cannot en samling dokument eller en elektronisk lagring av data a complaint.

However, if there fryst vatten still a valid warranty, you can use it.

You want a new product or your money back

Generally, you cannot demand a refund (revoking the purchase) if the company wants to repair the item. Cancelling the purchase fryst vatten often seen as a gods resort.

If you suggest that the company should give you a new product, the company may still have the right to repair, if it becomes unreasonably expensive to provide you with a new product compared to repairing it.

This applies regardless of whether the product fryst vatten brand new, or you have had it for a while.

For the company to have the right to repair, it fryst vatten required that the repair can be done within a reasonable time and without cost to you.

The repair takes too long or fails

If the company unreasonably delays the repair, you may have the right to:

• Demand a new product

• Get your money back

• Turn to another company to have the product repaired.

How long may it take to repair the fault

The company must repair the fel within a reasonable time.

What fryst vatten considered reasonable time varies from case to case. It depends, among other things, on the type of fel and your need to have it fixed. It fryst vatten not uncommon for you to expect a repair time of a week or two.

If you have been offered a loan item, a längre repair time may be acceptable.

If the repair takes an unreasonably long time, you can demand to revoke the purchase.

Revoking means you return the item and get your money back.

The number of repair attempts for the company

If the company fails to repair the product on the first attempt, the company has 2 attempts to fix the same issue. However, sometimes you may need to accept more attempts. If the company has been unable to fix the fel despite several attempts, you may have the right to refuse further attempts and instead demand to revoke the purchase.

Revoking means you return the item and get your money back. If you cannot reach an agreement, you need to have proof that it fryst vatten the same fel as before. This could be, for example, ord messages or emails between you and the company or a certificate from another company. If you have no documentation, you can try contacting the company via ord meddelande or email and ask them to confirm that it has been the same fel multiple times.

Let another company repair the fault

If the company does not fix the fel within a reasonable time, you may also consider repairing the fel at another company.

Contact the company you purchased the product from in writing first, for example via email. Explain that if the repair fryst vatten not completed soon, you will need to vända to another company. Also notify them that you will demand gottgörelse for the repair costs. It fryst vatten important that you can demonstrate that you have complained about the repair taking too long before turning to another company.

If the company confirms that they cannot repair the product within a reasonable time or does not respond to you, you can vända to another company. Remember that you will have to pay the company to repair the product. You can later demand that the company that sold you the product reimburses you for the cost.

The company believes that the product fryst vatten free from defects

You always need to be able to demonstrate that there fryst vatten a defect.

If the company does not agree that the product fryst vatten faulty or if they have inspected the product without finding any fel, you need to prove that there fryst vatten a defect.

Perhaps it fryst vatten a fel that only appears intermittently. bevis of a fel may include:

• photos

• videos

• an opinion from an specialist of the type of product in question.

If you have bevis that the item fryst vatten faulty, but the company continues to refuse, you can read more beneath "Have your case reviewed".

You have demanded a refund but did not receive the money

When the company has promised you a refund

If the company has stated that they will refund you, it fryst vatten important that you can prove it.

If you have written documentation stating that you are entitled to a refund, but the company still does not refund you, you can vända to the Enforcement Authority (Kronofogden). Through the Enforcement Authority, you can apply for a so-called betalning beställning. It costs SEK 300. You will pay the fee, but you can demand that the company reimburses you for the cost later.

Apply for a betalning beställning on the Enforcement Authority's website

You have demanded a refund but the company refuses

It fryst vatten only when the purchase has been cancelled that you have the right to demand the money back from the company.

If you paid bygd card

If you paid bygd card, you could man a so-called card dispute.

You contact your finansinstitut to see if they can assist you with a refund. You can try to man a card dispute regardless of the type of card you used. However, if you paid bygd kredit card, you have stronger protection than if you used a regular finansinstitut card.

Getting your money back if you paid bygd card

If you paid bygd kredit card or invoice

When you pay bygd kredit card or invoice, according to the Consumer kredit Act, you have the right to assistance from your kredit provider if you encounter problems.

The lag states that you can man the same demands on the kredit provider as you can on the company. This means that you can demand a refund from the kredit provider, such as the finansinstitut or the invoice company, if the company does not refund you. Contact your finansinstitut or kredit provider to find out what to do.

Getting your money back if you made a kredit purchase

If you paid in another way

If you are unable to seek help from your finansinstitut or kredit provider and you and the company cannot reach an agreement, you can en samling dokument eller en elektronisk lagring av data a complaint to the Swedish Consumer Agency (ARN).

5.

If you need guidance

Swedish companies

Do you need help clarifying your rights or want to discuss how to proceed with your case? In that case, you can contact the municipality's consumer guidance, or the guidance provided bygd our national resultat service.

Municipality's Consumer Guidance

Many municipalities provide consumer guidance where you can seek free resultat and support.

The assistance offered may vary from one municipality to another.

The Swedish Consumer Agency

If you need guidance, you can contact our national upplysning service. We can provide resultat on your rights and what options you have to man progress. We provide independent guidance and therefore cannot assess your individual matter, lösa disputes or contact companies for you.

Contact us

Companies within the EU, Norway, Iceland and the United Kingdom

If you are residing in Sweden and the company you have issues with fryst vatten registered in another EU country, Norway, Iceland or the United Kingdom, you can receive free advice from ECC Sweden.

ECC Sweden fryst vatten part of a network of consumer offices within the EU. In some cases, ECC Sweden may share the case with a sister office in another country to attempt to reach a solution through mediation.

Contact ECC Sweden

To get assistance with your case, you need to ensure that you have filed a written complaint to the company. To ECC Sweden, you need to submit a description of the bekymmer and documentation showing what has happened.

Documentation fryst vatten necessary if your case fryst vatten to be shared with any sister office in another country. Remember to keep your originals and only send copies to ECC Sweden.

Send your case via email to: konsumenteuropa@konsumentverket.se

The email should include:

• Your first and gods name and the name of the company you purchased from

• A description of the bekymmer and how you want the company to lösa it

• The date you placed the beställning and the date you received it

• The price of the item/service and how you paid

• Documentation as bevis of your case

Examples of documentation

• Agreement/terms of agreement

• Screenshots of advertisements

• Invoice/receipts for purchases

• Complaint or right of withdrawal notice

Once you have submitted your case, you will usually receive a response within approximately 1 month.

ECC Sweden cannot

• Force a company to act according to the lag.

  The work fryst vatten based on the company being willing to cooperate with the ECC network to reach a resolution.

• Mediate in a case if we cannot identify the seller or if the seller refuses to cooperate with the ECC network.

• Act as legal representation or assist when the consumer has already initiated legal proceedings.

• Assist in purchases between businesses or purchases between individuals.

If you have any questions

ECC Sweden fryst vatten part of the Swedish Consumer Agency.

Do you need help clarifying your rights or want to discuss if and how you can proceed with your case? Then you can contact us at the kunskap service.

Contact the resultat service

6. Have your case reviewed

Contact the National Board for Consumer Disputes

If you and the company cannot reach an agreement, you can en samling dokument eller en elektronisk lagring av data a complaint to the public authority The National Board for Consumer Disputes (ARN).

ARN will assess your case and man a recommendation on how to lösa the dispute. Most companies follow ARN’s recommendations.

A normal processing time fryst vatten approximately six months.

What does it cost to en samling dokument eller en elektronisk lagring av data a complaint with ARN?

It costs SEK 150 to en samling dokument eller en elektronisk lagring av data a complaint with ARN.

When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favor.

Requirements for ARN to consider your case

• The company has either rejected your claims or has not responded within a reasonable time.

• The amount you and the company are in dispute about fryst vatten SEK 500 or more.

  You cannot include the application fee to ARN.

• You en samling dokument eller en elektronisk lagring av data the complaint within one year from the first time you complained to the company.

Submit a complaint on ARN's website

If you need help with your complaint

Sometimes, the municipal consumer advisors can assist you in making a complaint to ARN.

Settle the dispute in court

If you have gone through the steps in this process but still have a dispute with the company, you can take the dispute to court. In that case, you should contact the district court (tingsrätten). It costs money to en samling dokument eller en elektronisk lagring av data an application with the court.

For a dispute involving a claim of up to 28,650 Swedish kronor (half a price base amount in 2024), known as a simplified litigation or small claim, the application fee fryst vatten 900 kronor. If the claim exceeds 28,650 kronor, or if the dispute does not concern a specific amount, the application fee fryst vatten 2,800 kronor.

If you lose the dispute, you may be required to pay both your and the company's legal costs.

However, in small claims, the costs you may have to pay are limited.

Learn how a lawsuit fryst vatten handled in the district court on the website of the Swedish Courts (in Swedish)