How to complain against a defective product

The information is based on your rights according to the Consumer Purchase Act.

The right to complain is your right to report defects in a product you have purchased. In Sweden, you have the right to complain for 3 years, and within the EU for at least 2 years.

You need to complain within 2 months from the time you discovered the defect. If you wait longer, you may lose your right to demand anything from the company.

Missing the original packaging? You still have the right to complain.

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 transport. A product could also have invisible faults inside the product, that cause it to function poorly or not at all.
• If the product does not match the information provided. For example, if the product is delivered in a different colour or size or lacks a function that was included in the description.
• The product not being suited to its purpose, such as a rain jacket that is not water resistant.

The fault or defect must be original

In order for a product to be considered faulty or defective by law, the fault or defect must be original. An original defect is 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 you are entitled to depends, among other things, on whether the fault can be rectified within a reasonable time and how serious the fault is.

Primarily, get the fault rectified or receive a new item

Rectifying the fault means that the company corrects the fault free of charge. They can, for example, repair the item or replace it. Repair and replacement are generally what you are first and foremost entitled to.

You can suggest the solution you prefer. However, if the company can show that it would be an unreasonably large cost to, for example, give you a new item compared to repairing it, they usually have the right to make the repair.

Equivalent item

If the company wants to replace the item but cannot offer an identical one, it may be acceptable to provide an equivalent item. Equivalent means, among other things, that it has the same type of properties as the item you purchased.

Price reduction or revoke the purchase

If the fault is significant and serious or cannot be rectified within a reasonable time, a price reduction or revoke the purchase can be relevant. Revoke the purchase means that the purchase is reversed. You return the item and get your money back. In the case of a price reduction, you should receive a refund corresponding to the fault. For example, you should receive an amount equivalent to what it would cost to have the fault rectified by another company.

Revoke the purchase means that the purchase is reversed. You return the item and get your money back.

For you to have the right to revoke the purchase immediately, the fault must be serious. However, if the company can prove that the fault is minor, you do not have the right to revoke the purchase. In that case, you must accept that the fault is repaired or the item is replaced.

You may also have the right to revoke the purchase if the company has not managed to rectify the fault (within a reasonable time or despite several attempts).

Refund if the purchase is revoked

If you have already paid, you should get your money back in the same way you paid. If you paid in cash or by card, you do not have to settle for a credit note or gift card. If the item needs to be sent back, the company should cover the shipping costs. When you return the item, the refund should be processed as soon as possible.

Deduction for use

It is 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 make a so-called deduction for usage.

There is no law 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 basis.

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 is offset against your right to interest.

Cover purchase

If the purchase has been cancelled and the consumer is 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. 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.

The company may need to conduct an investigation to determine what is causing the defect or how it occurred.

If it turns out to be a defect the company is not responsible for, the company may have the right to charge for the investigation. For them to have this right, you should have been informed about the fee before the investigation was conducted.

As long as the company has the burden of proof, within the first two years after purchase or when you have a warranty, you can argue that you should not have to pay an inspection fee.

How long may a repair take?

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

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

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

Number of repair attempts

How many attempts the company has to try to repair the fault often needs to be determined on a case-by-case basis. It depends, among other things, on the type of fault it concerns and how much it affects you.

Has the company been unable to fix the defect and the defect affects you significantly? Then you may have the right to refuse multiple attempts and instead demand to cancel the purchase.

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

When a product is defective, you have a right to withhold all or part of the payment. This means you can wait to pay until the company solves the problem.

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

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

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

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

Pay under protest

You can also choose to pay under 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 payment. For example, if the company doesn't believe there is anything wrong with the product.

You should not get any extra expenses because there is a problem 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

You cannot demand compensation for the inconvenience or the time you spend complaining about the defect.

To receive compensation, you need to prove that there is a defect in the product and be able to provide documentation of the costs. Documentation can be receipts, invoices, or other evidence.

The costs must be reasonable and directly related to the defect.

If the product causes damage

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

The compensation is meant to cover the damage. You should not end up in a better position than you were in before the damage occurred.

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 is 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 is 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 longer than 2 years, otherwise 2 years.

On the website Your Europe, you can find out about the complaint deadlines in other countries. Your Europe is operated by the European Commission.

Your Europe

Swedish law applies if the company targets Swedish consumers

Even if you buy something from a company in another country, you may be protected by Swedish legislation. One condition is that the company targets Swedish consumers. Examples that may indicate that the company targets Swedish consumers:

• The company's website is 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 is 2 years.

When you discover faults or defects, it is important that you document what is wrong. You need to be able to show the company what you think is wrong.

The documentation is also important if you and the company do not agree on the fault.

How to document the fault

Sometimes, it is possible to show a product is defective by taking a picture or filming it.

It is important that the quality is good enough for the fault to be clearly visible. If you receive a product with an incorrect nuance of colour, you may also need to add a picture from the website that clearly shows that the nuance on the Internet is 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 fault 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 fault when you contact the company to complain.

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

Has the company recommended that you buy the product?

Has the company recommended which product you should buy, and it turns out that the product doesn’t fit? Then you need to show that you received incorrect information.

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

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

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

Sometimes there is 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 law, you can always make claims against the company that sold you the item.

There are no requirements on how you should file a 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 file 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 solution you want from the company
• how you handle the payment and why Your potential claims for compensation
• documentation that shows expenses you had due to the fault
• receipt or other proof of purchase.

Do you need a receipt?

There is no law that says you must present a receipt to make a complaint. It may be sufficient, for example, to show a bank 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 clear from the bank statement which specific items you purchased. In that case, it may be necessary to show a receipt.

Template for complaint

Below is a suggestion on how you can formulate your message when contacting the company to make a complaint. You can, for example, copy the text into an email.

Even if the item lacks a warranty or the warranty has expired, you have the right to make a complaint (report a fault). According to the Consumer Purchase Act, you have the right to make a complaint within 3 years from when you received the item.

If the fault is an original defect, you can legally require the company to rectify the fault. This can mean that the company repairs the fault, replaces the item, gives a price reduction, or revokes the purchase.

The company has the burden of proof

Defects that occur within the first 2 years are automatically considered defects that the company must address. This is usually referred to as the burden of proof lying with the company.

It is sufficient that you can show that there is a defect. You do not need to prove what caused the defect. The company must be able to show that the defect is due to you or that the defect is normal considering the condition of the product to avoid responsibility.

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

Contact an expert

If you need to show that the fault is an original defect, you can seek help from an expert. An expert can, for example, be a company that sells or repairs similar products.

It may be sufficient to email and ask how long the product is expected to last or what quality you should be able to expect. In some cases, you need to submit the product or ask someone to come to your home to get an opinion.

You may need to pay the person you hire for an opinion. You can later demand that the company that sold the product to you reimburse you for the cost, but only if the defect is the company’s responsibility.

Contact the company again

To proceed, you need to contact the company again, for example via email. Inform the company that they are responsible for addressing the defect. Attach documentation that proves the defect is original.

Have you paid for an expert opinion? Then you can simultaneously demand that the company reimburse you for the cost.

Also, request a written response to your demands.

You have the right to propose the action you want.

But the company may not necessarily have to follow your desired action.

If you have requested a new item

If you suggest that the company should give you a new item, the company may still have the right to repair the item. This applies if it would be unreasonably expensive to give you a new item compared to repairing the item. It does not matter if the item is brand new or if you have had it for a while.

For the company to have the right to repair the item, the repair must be done within a reasonable time and at no cost to you.

If you demand that the purchase be revoked

Revoking means that the purchase is reversed. You return the item and get your money back.

If you demand that the purchase be revoked but the company can prove that the fault is minor, you do not have the right to revoke the purchase. In that case, you must accept that the fault is repaired or the item is replaced.

You may also have the right to revoke the purchase if the company has not managed to rectify the fault (within a reasonable time or despite several attempts).

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

If you have been offered a loan item, a longer 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

Has the company been unable to fix the fault despite several attempts? Or has the same fault reoccurred and already affected you significantly? Then you may have the right to refuse further attempts and instead demand to revoke the purchase.

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

How many attempts the company has to repair the same fault needs to be determined on a case-by-case basis. It depends, among other things, on the type of fault and how much it affects you.

You need to have proof that it is the same fault as before. This can be, for example, SMS 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 SMS or email to confirm that it has been the same fault multiple times.

Let another company repair the fault

If the company does not fix the fault within a reasonable time, you can also consider having the fault repaired by another company.

First, contact the company in writing, for example via email. Explain that you need to turn to another company if the repair is not completed shortly. Also, inform them that you demand a price reduction equivalent to what it will cost you to have the fault repaired by another company.

If the company confirms that they cannot repair the item within a reasonable time or does not respond to you, you can turn to another company. Keep in mind that you must pay the company that will repair the item. If you have not received a price reduction, you can later demand that the company that sold the item to you reimburses you for the cost.

Does the company disagree that the item is faulty or have they examined the item without finding any fault?

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

Evidence of a fault may include:

• photos
• videos
• an opinion from an expert of the type of product in question.

If you have evidence that the item is faulty, but the company continues to refuse, you can read more under "Have your case reviewed".

Your rights are determined by how much time has passed since the purchase. Defects that occur within the first 2 years are automatically considered defects that the company must address. This is usually referred to as the burden of proof lying with the company.

During this time, it is sufficient that you can show that there is a defect. You do not need to prove what caused the defect. The company must be able to show that the defect is due to you or that the defect is normal considering the condition of the product to avoid responsibility.

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

Contact an expert

To show that the defect is original, you can seek help from an expert. An expert can, for example, be a company that sells or repairs similar products.

It may be sufficient to email and ask how long the product is expected to last or what quality you should be able to expect. In some cases, you need to submit the product or ask someone to come to your home to get an opinion.

You need to pay the person you hire for an opinion. You can later demand that the company that sold the product to you reimburse you for the cost, but only if the defect is the company’s responsibility.

Contact the company again

To proceed, you need to contact the company again, for example via email. Inform the company that they are responsible for addressing the defect. Attach documentation that proves the defect is original.

Have you paid for an expert opinion? Then you can simultaneously demand that the company reimburse you for the cost.

You should also request a written response to your demands.

If the product is older than three years

If the product is older than 3 years, you cannot make a complaint. But if there is a warranty that is still valid, you can use it.

If you have the right to cancel the purchase, you are entitled to a refund.

If the company does not refund the money, there are different ways to proceed.

If you have paid by card or invoice

If you have paid by card or any form of credit, you may be able to get help from your bank/credit provider.

If you have paid via any form of credit, such as a credit card or invoice, you are protected by the Consumer Credit Act. This means you can make the same demands on your credit provider/bank as on the company. You can therefore demand a refund from your credit provider/bank if the company does not refund you. In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.

Getting your money back if you made a credit purchase

If you have paid with a debit card, the terms of the card determine what you are entitled to.

Getting your money back if you paid by card

Apply for a payment order

If you cannot get help from your bank or credit provider, you can turn to the Enforcement Authority and apply for a payment order. A payment order can be a way to get help to get paid by someone who owes you money.

Contact the Enforcement Authority for more information.

Apply for a payment order on the Enforcement Authority’s website

The company says you do not have the right to cancel

If you and the company do not agree, you may have the opportunity to have the matter reviewed by the National Board for Consumer Disputes (ARN). It costs 150 SEK to file a complaint with ARN.

Your complaint is valid even if the company does not respond. The important thing is that you can prove that you have complained and when.

If there is an original defect, the company must fix it within a reasonable time. If the company does not fix the defect, you can demand to cancel the purchase. Then you return the item and get your money back.

Contact the company again. Set a reasonable deadline within which you require a response to your complaint. Inform the company that you want to cancel the purchase if they do not respond within this time.

If you still do not get a response from the company, there are ways to proceed.

If you have paid by card or invoice

If you have paid by card or via some form of credit, you may be able to get help from your bank/credit provider if the company still does not respond to you.

If you have paid via any form of credit, such as a credit card or invoice, you are protected by the Consumer Credit Act. This means you can make the same demands on your credit provider/bank as on the company. You can therefore demand a refund from your credit provider/bank if the company does not refund you. In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.

Getting your money back if you made a credit purchase

If you have paid with a debit card, the terms of the card determine what you are entitled to.

Getting your money back if you paid by card

Apply for a payment order

If you cannot get help from your bank or credit provider, you can turn to the Enforcement Authority and apply for a payment order. A payment order can be a way to get help to get paid by someone who owes you money.

Contact the Enforcement Authority for more information.

Apply for a payment order on the Enforcement Authority’s website

Additional Guidance and Dispute Resolution

Check if your municipality offers consumer guidance. They may be able to provide additional support and advice.

If you have purchased from a company within the EU, Norway, Iceland, or the United Kingdom, Konsument Europa may be able to assist you.

If you want the matter to be reviewed, the National Board for Consumer Disputes (ARN) is one option. You can also take the matter to court.

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 by our national information service.

Municipality's Consumer Guidance

Many municipalities provide consumer guidance where you can seek free information 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 information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you.

Contact us

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

ECC Sweden is 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 problem and documentation showing what has happened. Documentation is necessary if your case is 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 last name and the name of the company you purchased from
• A description of the problem and how you want the company to resolve it
• The date you placed the order and the date you received it
• The price of the item/service and how you paid
• Documentation as evidence 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 law. The work is 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 is 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 our information service.

Contact us

If you and the company cannot reach an agreement, you can file a complaint to the public authority The National Board for Consumer Disputes (ARN).

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

A normal processing time is approximately six months.

What does it cost to file a complaint with ARN?

It costs SEK 150 to file 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 favour.

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 is SEK 500 or more. You cannot include the application fee to ARN.
• You file 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.

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 file an application with the court.

For a dispute involving a claim of up to 29,400 Swedish kronor (half a price base amount in 2025), known as a simplified litigation or small claim, the application fee is 900 kronor. If the claim exceeds 29,400 kronor, or if the dispute does not concern a specific amount, the application fee is 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 is handled in the district court on the website of the Swedish Courts