Garancia GYIK
Gyakran ismételt kérdések a fogyasztói garanciáról és a termék-visszavételről.
How long is the legal warranty in the EU?
Minimum 2 years for all new consumer goods in the EU.
Under EU Directive 2019/771, every new consumer product sold in the EU must have at least a 2-year legal guarantee of conformity. This applies whether you buy online, in a shop, or from a marketplace. Some countries also have additional mandatory warranty rules (e.g. Hungary's tiered jótállás).
Do I need the original box for a warranty claim?
No. Sellers cannot refuse warranty solely because you lost the box.
EU consumer law does not require original packaging for a valid warranty claim. However, you must return the item in reasonable condition for transport. Keeping the box can help protect the product during repair shipping.
Is a commercial guarantee the same as legal warranty?
No. Legal warranty is a right by law; a commercial guarantee is optional and cannot reduce legal rights.
Legal warranty (conformity guarantee) is mandatory and free for at least 2 years. A manufacturer's or shop 'guarantee' may offer extras (e.g. extended coverage) but cannot replace or shorten your statutory rights.
Can I return an online purchase within 14 days?
Yes. EU law gives you 14 days to cancel most online, phone, or mail-order purchases without giving a reason.
The 14-day withdrawal right under Directive 2011/83/EU applies to distance contracts. Custom-made goods and sealed hygiene products opened by the consumer are common exceptions. You usually bear return shipping costs unless the seller stated otherwise.
Can I claim warranty without a receipt?
Often yes. Bank statements or other proof of purchase may be accepted.
A receipt is the simplest proof, but EU courts accept alternative evidence of the contract and purchase date. Store digital copies of receipts with Refundr to avoid losing proof when you need a repair or return.
How long is mandatory jótállás in Hungary by price?
1 year (10k–100k HUF), 2 years (100k–250k HUF), 3 years (above 250k HUF).
Since 2021, Hungary's mandatory jótállás for durable goods depends on the purchase price under Government Decree 151/2003. This is separate from the EU minimum 2-year conformity guarantee (szavatosság).
What is the difference between jótállás and szavatosság in Hungary?
Jótállás: seller must prove defect for the full period. Szavatosság: after 1 year buyer may need to prove manufacturing fault.
Both protect consumers, but jótállás (mandatory tiered warranty) shifts the burden of proof to the seller for the entire period. Szavatosság is the EU-aligned conformity guarantee (min. 2 years) where Hungarian practice often requires the buyer to prove a pre-existing defect after the first year.
Who is responsible for warranty – seller or manufacturer?
In the EU, your contract is with the seller – they must handle warranty claims.
Legal warranty runs against the seller who sold you the goods, not only the manufacturer. The seller may recover costs from the manufacturer later, but you claim directly from the shop where you bought the item.
How long can a shop take to repair under warranty?
Repairs must be completed within a reasonable time; in Hungary, 30 days without repair triggers replacement or refund.
EU law requires repair or replacement free of charge within a reasonable time. In Hungary, sellers should aim for repair within 15 days; if not completed within 30 days, you may be entitled to replacement or a full refund within 8 days.
When can I demand a full refund under EU warranty?
If repair or replacement fails, is impossible, or causes major inconvenience, you may choose a price reduction or full refund.
Consumers first request repair or replacement. Termination with full refund is available when the remedy is unsuccessful, not feasible in reasonable time, or imposes disproportionate costs or inconvenience on the consumer.
How long is Gewährleistung in Germany?
2 years statutory Gewährleistung for new goods; used goods may be limited to 1 year if agreed.
Germany applies the EU 2-year conformity guarantee via the BGB. For used goods, sellers and buyers may contractually limit liability to 1 year, which must be clearly agreed. Voluntary Herstellergarantie is separate.
What is the difference between Garantie and Gewährleistung in Germany?
Gewährleistung is legal and mandatory; Garantie is a voluntary manufacturer promise.
Gewährleistung (statutory warranty for defects) cannot be waived by a voluntary Garantie. A Garantie may grant additional benefits but must not mislead consumers about their legal rights.
Which country's warranty law applies if I buy from another EU shop?
You can rely on EU-wide minimum rights; contract law may follow the seller's country, but conformity guarantee minimums apply EU-wide.
Cross-border EU purchases still give you at least the 2-year conformity guarantee. Additional national rules (like Hungary's jótállás) apply when the seller targets that market or is established there. Check the seller's terms and your receipt date.
Does EU warranty cover digital content and apps?
Yes. Digital content and services must conform to the contract, with remedies similar to goods.
EU rules also protect digital content and digital services (updates, streaming, software). If functionality or updates do not match what was promised, you may request repair (update), price reduction, or contract termination.
Can the shop refuse warranty if I opened the product or removed a seal?
Only if opening was not necessary to discover the defect and the refusal is proportionate.
Opening packaging to inspect or install a product normally does not void legal warranty. Refusal is justified mainly if misuse or unauthorized repair caused the defect, or if tamper seals were broken without a legitimate reason.
Is there warranty on second-hand goods in the EU?
Yes for goods sold by businesses, but member states may allow shorter periods if clearly agreed.
Used goods bought from a trader still fall under conformity rules, but some countries (including Germany) allow limiting warranty to 12 months if the consumer explicitly agrees. Private sales between individuals generally have no statutory warranty.
Who must prove the defect during the first year in the EU?
In most EU countries, the seller must prove the defect did not exist at delivery during the first 6–12 months.
EU law includes a presumption that defects appearing within the first year (or longer in some states) existed at delivery unless the seller proves otherwise. This makes early warranty claims easier for consumers.
What remedies can I request under EU consumer warranty?
Repair, replacement, price reduction, or full refund – in that general order of preference.
You may first request free repair or replacement. If that is impossible or fails, you can seek a price reduction or terminate the contract with a full refund. The remedy must be completed within a reasonable time and without significant inconvenience.